vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-07-15 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: VA

Complaint narrative:
Hello, I am the co-signer for my son 's private college loan and was frequently making payments to XXXX XXXX, now Navient. To make a long story short, XXXX I called Navient to discuss lowing my monthly payments from almost {$300.00} shared amongst XXXX loans and the rep wanted to know why I was paying so much anyway. She shared that XXXX loan payment was XXXX and the other payment was XXXX. I set up automatic payments through my online banking and thought all was well. XX/XX/XXXX, I began receiving harassing phone calls from Navient telling me both loans were behind and that the agent I spoke with XX/XX/XXXX provided incorrect information. On XX/XX/XXXX I spent over an hour with Navient and was approved to be placed in an extended program to lower my monthly payments to {$140.00} twice a month for both loans until XX/XX/XXXX. I thought all was well until XX/XX/XXXX I started once again receiving harassing calls from Navient for more money and I learned that the agent who enrolled me in the extended program on XX/XX/XXXX made a mistake in my banking account number so I was removed from the program without my knowledge, which made my loans even further behind. I spoke to a supervisor on XX/XX/XXXX who assigned an agent to help re-enter me into the program and I paid {$170.00} to bring both loans up-to-date. Today XX/XX/XXXX I received a letter from Navient saying I again was kicked out of the program because the XX/XX/XXXX payment was not received even though there was knowledge their agent made the mistake. The agent requested I bring both accounts up to date and that the {$140.00} agreed upon XX/XX/XXXX was incorrect. She offered to put me into another program but wanted me to bring the loans current. At this point, I 'm afraid to do anymore business with Navient due to all the incorrect information provided by the agents. This agent even told me that the previous agents I spoke with maybe no longer works for Navient and that they did n't have the proper authority to place me in any programs ; possibly they no longer works for the company. Something shaddy is going on with this company and I am reluctant to do anymore business with them until somebody looks into their practices. I would like to for once speak with someone about my payment options to bring my loans back in good standings but I 'm afraid to do business with Navient.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-30 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I got this card to travel around XXXX. My card was used XXXX to get money from an ATM. XXXX transactions of XXXX with transaction fees for XXXX for each one and XXXX transactions of XXXX with transaction fees of XXXX for each one. At this point my credit card was already over the XXXX limit that I had so I do n't know why bank of America would even allow this. I called and made a complaint and they returned some of the money, but then I get a letter saying my claim was denied because the card was used to get money from the ATM, I called and told them that if it was denied why did they return most of the money back to my account and that I wanted them to return the rest because I was not going to pay for any transactions that I did not make so they reopened a claim and I recently got another letter saying the claim was denied. I already called bank of america and they just keep transferring me back and forth between departments and I get no help. A week later I call back and I finally get someone on the phone and she tells me she cant reopen the claim because it has already been denied twice.

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 2015-10-07 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I have been a Bank of America customer for about 10 years holding multiple money market accounts, checking and savings accounts. i also had several credit cards which i paid in full and never had an outstanding balance on. my credit score is above XXXX as well. last year i received letters from BOA stating that my XXXX credit card accounts were closed and my checking and savings were to be closed within 30 days to make arrangements to get my money. no problem. my concern was the XXXX points i have EARNED with my royal XXXX card. they told me i could n't get the points to redeem because the account was closed i advised them the contract says if i close the account i will lose it however i was given no warning about the closure or given the opportunity to redeem the rewards i earned and received. they would not give me a reason why the accounts were closed and just said it was a business decision. i called corporate and all, and got nothing. i was only concerned with having to redeem my points but they refused to honor the fact THEY closed my account and i did not breach the terms and conditions which is extremely unfair. i earned those points and rewards and am entitled to them. i have contacted a civil attorney to fight for whats morally right here. since, i have a new bank and have no issues. even the BOA branch had no idea why BOA corporate " ended my relationship '' with the bank after 10 faithful years and abiding by call contracts. i had used this card faithfully for several years and paid the card in full faithfully, never missing a payment. I earned thousands of rewards points and was n't given the opportunity to redeem them because BOA closed my account without any warning ( as they sent me a warning letter for my checking and saving ) why couldnt they do the same for the credit card accounts. this has to be a scam or a breach of security or contract on their end! they refuse to provide me with any details or explanation which can not be right.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-18 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: CHERRY CREEK MORTGAGE COMPANY INC.
State: CO

Complaint narrative:
My wife and I began our relationship with XXXX XXXX XX/XX/2015. His company is : Cherry Creek Mortgage , Inc. 
XXXX XXXX XXXX XXXX, # XXXX XXXX, CO XXXX XXXX # XXXXOur purpose in contacting XXXX XXXX was for the purpose of refinancing our XXXX mortgage. XXXX XXXX also found a financial institution to refinance our XXXX mortgage. Things seemed to be progressing smoothly. XXXX XXXX advised us verbally not to pay our XX/XX/XXXX mortgages as we would be closing on or about XXXX/XXXX/15. As you can see by the emails I have attached to this complaint, XXXX XXXX continued to advise us not to pay XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX mortgages. And then, ultimately we would have to pay those months causing us to be late. On XXXX XXXX, my wife sent XXXX XXXX an email expressing our frustration that he does not return our phone messages and we have no idea why these refi 's have not taken place yet. My wife left XXXX voice messages on XXXX XXXX 's voice mail on Tuesday XXXX XXXX and send him the final email attached. We never received a response. My wife and I are now faced with losing our home because we now have " late '' payments on our mortgages and are not able to re-fi with another institution. XXXX XXXX is incredibly unprofessional. He does not respond to emails nor does he return phone calls. It should not take 6-7 months to do a re-fi.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: Navient Solutions, LLC.
State: MI

Complaint narrative:
Every time I want to go into forbearance on my loans with Navient, I have to pay {$150.00} each time and thats only good for 3 months. Also if I want to try to do a plan since I am unemployed they just say my option is just to pay the {$150.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-30 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
Being laid off from work has led me behind on a few payments. Everyday I receive a call every hour on the hour starting at XXXX spanning to XXXX. I have requested that my house number not be called because it wakes everyone up. Even after requesting my house number not be called, I receive more calls.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-06 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: NY

Complaint narrative:
I have been paying my student loan off for XXXX years, on time and in excess of what was due. Recently after hearing about Navient complaints I asked for a balance of my loan. I received a statement stating as of XX/XX/XXXX my balance was {$3300.00} and could be paid in full if paid within XXXX days. I thought that after making regular payments, since I do not receive a paper statement, my loan would soon be paid in full. I checked my balance on line, called to confirm what I thought must be a mistake and found that I now owed {$5700.00} as of XX/XX/XXXX. The representative stated that since the interest was accrued XXXX, blah blah, all of which made no sense..I asked for a written accounting of my payments and balances. What was sent to me was the same information I could have gotten on line which does not include where my payments have been applied, nor does it state, as requested, the original amount of the loan taken over by Navient from XXXX with running balances of the amount due. I checked the account number of the loan ( XXXX ) and they are the same. My loans were consolidated at XXXX point but there is only XXXX account number and XXXX total balance. I ca n't understand using any accounting method how my student loans can be increasing while making payments in excess of minimum payments due.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.

Complaint narrative:
When my loan was transferred Navient, I soon lost the ability to sign into my online account. I live and work overseas so paying online is the primary way I make payments and check my balances. 
They say there is a 'fraud ' alert on my account, but do not say why. The only way I can remove this 'fraud ' hold is to make 6 consecutive ontime monthly payments. If I miss one, the 6 month clock starts again. These might not seem like a huge hurdle, but when you live overseas and can only pay by calling them during business hours, it actually is onerous. Further, if I do n't persist in having the fee waved each month, Navient charges a phone payment fee. I think this is an unfair business practice that creates a situation where their poor customer service is likely to gain them revenue in the form of late fees, phone payment fees and the like.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-07 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: TX

Complaint narrative:
I unfortunately consolidated all my students loans with XXXX XXXX XXXX now Navient. On XX/XX/2016, I called the company to confirm that my student loans were amortized. I needed this information for a home mortgage. The customer service representative gave some ambiguous answer and agreed to send a letter for my home mortgage. The documents sent by Navient failed to prove that the loans were amortized. I called the company on XX/XX/XXXX and finally the customer service person indicated it was not a amortized loan. I need to refinance this loan after closing on my house. Because the student loans were amortized, I am having to pay anoth {$6800.00} to {$7200.00} at closing.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-03 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
My mother deposited a bad check into my account with Bank of America, we have XXXX different signatures. I had a business account & a personal account, I paid of the remaining balance to BOA, but they closed my account and claims I still owe them money. I paid them {$220.00}

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: GA

Complaint narrative:
In XXXX XXXX, I applied for Income-Based Repayment plan with monthly payments of {$0.00} from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. On XXXX XXXX, XXXX, I received an email stating that a new education loan document was available online. It was approval notice from XXXX XXXX for my IBR plan. I kept receiving monthly notices about my payments with amount due of {$0.00} and due date. 
All of a sudden, on XXXX XXXX, XXXX, I received an email no longer from XXXX XXXX, but from Navient stating that my amount due was {$2900.00} with due date XXXX/XXXX/XXXX. I called Navient asking for an explanation. Customer rep told me that most likely the information was n't correctly transmitted from XXXX XXXX to Navient when Navient took over servicing my loan. The rep asked me to submit another application with Navient online instead of via fax like I did with my original application for XXXX XXXX. I also explained that I had my original approval notice from XXXX XXXX. The rep reassured me that the new approval notice would retroactively cover the original period with {$0.00} amount due and no late payments would be reported on my credit reports. To date, my XXXX report is still showing incorrect payment history. I have contacted Navient and forwarded all my original documentation. Several representatives reviewed my documents and agreed that although they could not locate my XXXX XXXX original documents, the loan is showing as always {$0.00} amount due and therefore no late payments should be reporting. On XXXX/XXXX/XXXX, I received a notice from Navient that they had reviewed my documentation and the late payments are accurate. When I contacted Navient again on the same day, another rep told me I should have forwarded my original documentation which I did. On XXXX/XXXX/XXXX, I received a call from XXXX XXXX, who was rude I told me that Navient does n't have any documents showing that my IBR was approved in XXXX and the late payments are accurate. 
The level of incompetence of Navient and its employees and representatives is without precedence. I have yet to get 2 Navient reps who will provide me with the same information. And the individual representatives admitted that lots of information was lost or mishandled when Navient took over servicing loans for XXXX XXXX in XXXX. If the late payments were truly accurate on this account and I had never made a single payment towards the balance, there would be a passed due balance showing, but there is none. Fortunately, I have kept all my documentation from XXXX XXXX and furnished it to Navient, but Navient will go to any lengths to admit and correct its mistakes. A sorry excuse for a national student loan servicer!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-11 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH

Complaint narrative:
I am writing to your agency in hopes that you can assist me to dispute some charges done on my Bank of America card by these fraudulent companies : XXXX and XXXX LLC. 
I got contacted by these companies by unsolicited telemarketing phone calls. I have paid these companies thousands of dollars for various online business related and have found myself as a victim of a professionally orchestrated XXXX XXXX company that I would like you to dispute the charges is XXXX they promised me to build me a website, do XXXX work, coaching. They said they would do all the marketing required to have a successful business. I never had any progress reports on marketing and no sales. Seemed vague as to what they were doing to push the website. The second company that I would like you to investigate the charges is XXXX.They said they would build me a new website, do all the marketing, increase my traffic and sales and google ranking. They promised me I would start making {$4000.00} profit per month after XXXX months. They vanished in XX/XX/XXXX, and when I wrote them an email to request to cancel they sent me a mass email that it seems like a scam email, stating that I owed them money that my monthlies {$99.00} are past due, and that I needed to make those payments. They did not provide the services and before my XXXX months were up they stopped answering my calls. I never made any money, and I never got any results from whatever they were doing. 
I realized I paid thousands of dollars for these companies. I have been lied to and charged for services that have not been provided as promised. They have used false and misleading tactics and it is clear that they never intended to fulfill their end of the deal. I tried to resolve directly with and get my refund but they ignored my requests.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am XXXX and have been denied for a remodification of my loan. I successfully completed the trial, Unfortunately due to my illness I need XXXX upgraded in my house for my XXXX. During which time, I had to move out of my home and keep up the expenses at my home and still ( rent ) another place, while being on a fixed income. I 've been in my home for 20 years and it is all I have. I 'm asking now that I 'm back in my home, is for the payments that are behind to be put on the back of the loan. I have nowhere to go, Please help I want to keep my home.

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 2015-06-03 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
Attempting a mortgage refinance, property title report came up with a open line of credit from XXXX. Lending bank will not complete a re-conveyance of the loan without a complete copy of the loan which they say I must provide. Nothing on record at county recorders office regarding this loan, lending bank informed me my only option is to get a Title Attorney.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-04-07 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
Once again we are trying to obtain a lower interest rate on my XXXX mortgage. The interest rate is 11.375 % and with the economy and lower interest rates that have been below 5 % Bank of America gives me someone to chat with and after all the information is sent to them, again and again, we stop hearing from anyone. B of A was to set aside monies to help people like me so please help us.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2017-01-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: OH

Complaint narrative:
As of my graduation date in XXXX, I did not receive any bill from Navient or who ever was Navient prior to changes of the loan servicers. So I called Navient because I wanted to get my loan information ( payments, due dates, balance ect. ) and make a lump sum payment from a graduation gift. So after I made my lump payment of about {$4000.00} in XXXX, I asked Navient customer representative when my next payment is due. The individual specifically stated that no payments were needed until XXXX. Being an XXXX, I realized I would still be accumulating interest, so I asked the individual what my minimum monthly payments are going to be. I wanted to still pay down on interest and principal even though nothing was technically due till XXXX. The individual stated that my minimum monthly payment is {$70.00}. I took the customer representatives word. Subsequently, I made payments above the {$70.00} around {$80.00} - {$90.00} as it was difficult economic times. Around end of XXXX, I realized I had not received any paper bills nor loan package details ( amortization schedule, Repayment Schedule ) in the mail stating any repayment terms from Navient. So I entered into my online Navient account to discover that my {$90.00} payments a month was n't even covering the interest that was accruing on my loan. I then called to speak about the matter stating why they told me a minimum monthly payment amount that was n't even covering the interest that was accumulating. Navient was n't very responding to the matter. I paid an additional {$1300.00} in interest that was not needed. I had the economic means to pay a higher monthly payment but took Navients customers representatives word that the minimum payment was {$70.00} a month. The {$70.00} a month did n't cover any interest it basically added interest to my loan and differed my repayment of the principal. I believe this was a deceptive act by Navient and I am deeply saddened by the news that Navient has been doing this to many more borrowers in addition to myself. Economic times in XXXX were not very robust and this additional interest costs have been a burden. 

Thank you

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-13 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
i 'm being harassed at least 8 times a day by telephone.

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