vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-12-09 00:00:00
Product: Consumer Loan — Installment loan
Issue: Taking out the loan or lease — 
Company: Conn's, Inc.
State: TN

Complaint narrative:
Two weeks after receiving the XXXX washer and the other half of the sofa ; XXXX of the cushions on the sofa 's seam popped and fluff is showing and the washer started to squeak. I made a video of the washer and took pictures of the sofa cushion. I took them to the store and they guy there said, " Oh, call the service desk and they 'll help you get a new XXXX, especially since you just got it and you have proof it 's messing up '' .Keep in mind ; we agreed to have the protection plan for the sofa, {$310.00} for 3 years and {$290.00} for the washer for 4 years. The guy comes out for the washer on a Wednesday, 2 days before the 30days of having it in my home. He confirmed that the tub/cylinder is not centered properly and that is causing it to rub against the drying pad causing the squeak. When the tech called XXXX, they said this is a known problem, to just put some grease on it and that 's it. Wait WHAT?!!? Are you serious? I said OH NO! I have not had this 30days and there is clearly something wrong, you do n't want to FIX it you want to put a BANDAID on it, so it will break again and be even more messed up the next time. WHY would I pay for something like that!? So my husband and I go to the XXXX store and say we want to exchange it, he said okay, that 's a 15 % restocking fee. Wait a minute, we pay you {$290.00} for an extended protection plan and your tech confirmed something is wrong ... .but now you want me to pay you more to exchange it? The store manager says to call Customer Service and have an escalated ticket completed to see if they 'll waive the restocking fee ... did that. Took my break time at work to sit on the phone with their customer service and that guy XXXX, said he completely understands, that is not right, but obviously the 'escalated ' people do n't feel the same way. They called me back to tell me, nope, unless the manufacture says the machine is " not repairable '' will they waive the restocking fee ... But that is the problem, YOUR TECH SAYS THERE IS A PROBLEM, BUT XXXX DOES NOT ... So now, I am stuck with XXXX hand merchandise that I have to pay full retail price for. NO, COME GET YOUR STUFF!!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-12 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
our citgo gas card had not been used by us since XXXX..our statement dated XXXX showed XXXX in purchase of diesel fuel at XXXX per purchase ... the cards are in our possession so we called and filed a dispute -- -we have cars which take XXXX of gas and we dont live in XXXX ... we notified both customer service and their fraud department ....

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 2015-09-16 00:00:00
Product: Credit card — 
Issue: Sale of account — 
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I had an account with Old Navy, account # XXXX, that account was charged off and sold to XXXX account # XXXX that is reporting the account with a different creditor GE Money, this is a double jeopardy, double damage for my credit report because it appears that I have XXXX different accounts with different creditors. I called XXXX and they did not even give me the option to dispute it. I already have a complaint XXXX, is under investigation but they have not responded yet and is more than one month. XXXX the accounts has to be removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: MONEY SOURCE, INC., THE
State: TN

Complaint narrative:
I received a letter dated XXXX/XXXX/16 from the Money Source ( attached ) saying XXXX key points : We have been attempting to reach you regarding the status of your load. We have been unsuccessful in contacting you using the phone number ( s ) and email address that was provided Please be advised that this is an attempt to collect a debt and any information obtained will be used for that purpose. 

I called them on XXXX/XXXX/16 at XXXX. 

I asked the agent why I received this. He said that they were reaching me to try to get my phone number added to my account I asked him if I was past due on any payments, and he said no I asked him what my phone number would be used for, and he said promotions I asked why the language was used, and the agent said it was required I asked why it said that they " have been trying to reach me unsuccessfully, '' when I have no record of such contact and he indicated that this letter means that they have been reaching me. I told him I disagreed with that use of verbs.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-25 00:00:00
Product: Credit card — 
Issue: Other — 
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
Walmart/Synchrony Bank on XX/XX/2015Did not follow the XXXX, SCRA when asked for it and submitted military documents supporting the benefits. When I spoke to the representative about the issue he said " We have the documents but that since I was a XXXX that I knew at one point I would get called up and that made me ineligible to receive the SCRA. '' XXXX. Since those benefits were n't given I was unable to make proper payments and even give the minimum. I worked out payments as much as I could at the time for time. Since the interest rate was so high I was just unable to make the payments. Soldiers regardless of status, going from XXXX to XXXX when being called to do so is not a fault of the soldier.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-12-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: CA

Complaint narrative:
I applied for a loan with Cardinal Financial. I was contacted by the loan officer XXXX XXXX who told me based on everything I was telling him and the documentation I provided him he was able to do the loan. I provided my paystubs and XXXX the day he requested them. He told me I was approved and collected {$450.00} for an appraisal. It was two weeks after the appraisal and XXXX stopped returning my phone calls or responding to emails. Finally in a text message he told me I have been declined for the loan. That was the last time he replied or responded to any attempt I made to contact him. 

I feel he misrepresented the likelihood of being able to refinance my mortgage or does n't have enough experience with the guidelines to know if he can do a loan. I was told I was declined due to debt to income problems, but all my income was provided to him as soon as I applied for the loan on day XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-27 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am so sick of being a victim of the incompetent gap customer service and fraudulent departments! I called into gap 2 months ago when my account was locked online and was then told that my account had a fraudulent charge and my card was cancelled and sent a new one. They never even notified me and I had no access to any of my old statements because they were all online. I had to go on vacation so I had to make sure that I paid all I owed so I was n't charged a late fee. I spend nearly 6 hours on the phone that week with GAP online purchase department and went line by line of all my orders and credits over the phone and made sure I paid the exact balance minus the fraudulent charges. I just logged into my account online today with the new card only to find that they never even submitted my fraudulent charge for investigation, charged me late fees for 2 months on my fraudulent charge. I do n't see any of the statements or activities for the old credit card even though they told me it would be transferred and I would have access to this information. Both customer service and fraud department tells me I will have to wait another 60 days, they do n't remove the balance from the card, so it looks like I do n't pay my bills and they will keep charging me late fees. I told them that I do not owe them a cent and I paid off everything but the fraudulent charge, and I asked them if they are reporting me as not paying my bills and ruining my credit as a result of this, and of course they do n't know and simply told me that I have to wait 60 days. Gap credit is the most incompetent credit card I have ever experienced, and it feels like there is nothing I can do. If they XXXX my credit I will sue. Not to mention they have wasted at least {$500.00} worth of my time and stress and grief over this. I am furious!

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-06-10 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
On XX/XX/2014 I received a letter from Care Credit. This inquiry was unauthorized and I politely explained that to XXXX different people in the credit services fraud department. I asked them to contact the credit bureaus where my credit was pulled and informed them that the inquiry was unauthorized and I was told that they could not do anything about anyone using my information. I was told by everyone I spoke to that no application was opened in my name and for me to call them myself and inform them that the inquiry was unauthorized. I have never spoke to such rude individuals in my life. I have a fraud alert on my credit report for a reason. This unauthorized inquiry has shot my credit score down XXXX points. Someone needs to have this inquiry removed or I will be bringing legal action.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-25 00:00:00
Product: Credit card — 
Issue: Cash advance — 
Company: SYNCHRONY FINANCIAL
State: OH

Complaint narrative:
My understanding is that, per the new laws enacted shortly after President Obama took office, credit companies were no longer permitted to apply payments in excess of the minimum balance to the lowest interest balances in favor of those w/ higher balances. In my case, today I contacted Synchrony Bank ( XXXX ) re : my Gap Visa from which I took a cash advance of {$1000.00} on XXXX/XXXX/16 and learned the following : I now have an overall balance of {$4000.00}, purchases are subject to an int rate of 25.24 % ; cash advances are subject to an int rate of 27.24 % HOWEVER even if i pay more than the minimum monthly payment ( ~ {$80.00} ) NONE of that additional payment can or will be applied to the cash advance balance until I have paid off the lower interest purchase balance IN FULL. Is this still allowed??

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: GOLD STAR MORTGAGE FINANCIAL
State: CA

Complaint narrative:
Gold Star Mortgage rejected my application to refinance of my home and would not return my appraisal fee, after i requested them to do so. They stated that I have a foreclosure on my credit report, to a house that I do not own. The foreclosure pertains to my mothers house not mine. Gold Star was the first to ever inform me of a foreclosure. A demand letter was sent on XX/XX/2017, to either provide to me legal documents that bind that foreclosure with my name on them or return my appraisal fee by XX/XX/2017. 
Basically, Gold Star informed me that I have to prove my innocence of the foreclosure by providing a copy of my mothers Family Living Trust, which I do not have. 
I informed Gold Star that they basically needed to provide proof that I am guilty of a foreclosure or return my appraisal fee.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-05-18 00:00:00
Product: Bank account or service — (CD) Certificate of deposit
Issue: Account opening, closing, or management — 
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
Since the government has now changed the rules regarding transfers of IRA 's from XXXX financial institution to another in deference and accommodation to the banks, it has become much more cumbersome and time consuming to accomplish this task. It has taken two months to get {$87000.00} from XXXX XXXX to Synchrony Bank. It was only my irate phone call to Synchrony this morning that the money was miraculously " found ''. When we were allowed to pick up the check from XXXX institution and deliver it to another, things always went smoothly. THE NEW SYSTEM IS NOT WORKING AND IS DESIGNED SO THE FINANCIAL INSTITUTIONS CAN LOSE YOUR MONEY FOR A MONTH AND A HALF AND THERE IS ABSOLUTELY NO ONE YOU CAN SPEAK TO THAT CAN GIVE YOU DEFINITIVE ANSWERS ON ANYTHING, UNLESS YOU WERE WILL TO SUBMIT TO THEIR EXCESSIVE FEES FOR ELECTRONIC TRANSFERS. PLEASE HELP CHANGE THIS SYSTEM BACK TO THE WAY IT WAS!!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-24 00:00:00
Product: Credit card — 
Issue: Other — 
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
On XXXX. XXXX I received an authorization from JC Penney 's, XXXX, for a reselection of a new mattress, due to our being found to be defective. This process started in XXXX of XXXX. 

We were to reselect a new mattress, pay for this transaction and receive a refund of our defective mattress after they picked it up. We purchased the new mattress and it was delivered on XXXX XXXX, XXXX. Our defective mattress was picked up at the same time. 

The original purchased occurred on XXXX XXXX, XXXX and was placed on a JCP credit account I opened on that day. During the reselect, I informed JCP that I had closed my account in XXXX and was told they would send a check once they issued the credit and discovered I no longer had an account. JCP issued a credit to the original account, now handled by Synchrony Financial , Bank, previously GE Financial. The original account was closed by GE in XXXX XXXX, due to some sort of fraud, at which time they issued a new account. I paid off this account and asked for it to be closed on XXXX XXXX, XXXX. 

I have spent hours talking with representatives and supervisors at both JCP and Synchrony Financial, who confirmed that JCP issued me a refund of {$2600.00}, on XXXX XXXX. This credit went to the original account, which had been closed due to fraud because that is where the purchase originated. On XXXX XXXX, XXXX, I spent almost two hours speaking to four different people including two supervisors, one in fraud and one in credit, at Synchrony Financial. The money is still sitting in the original account and they refuse to release it to me. I have provided all info they requested and yet they tell me they are still trying to figure it out. 

The original reselect email sent by JCP states, " Once the defective merchandise is checked into our warehouse your credit process begins. It usually takes approximately 3-5 business days to post to your account.

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 2017-01-16 00:00:00
Product: Debt collection — Credit card
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
I had originally purchased a set of bar chairs for my kitchen from ROOMS TO GO ( Creditor : SYNCHRONY FINANCIAL ). At the time of purchase I was told that they only had XXXX in stock but that they could sell me the showroom model as well. Once both were delievered I realized the chairs were different and did not match. Naturally, I called and had XXXX of them returned with the expectation of ordering another of the same type. This is where the problem started. It was after the return of the chair that Rooms To Go failed to credit my account for the chair I had sent back. After many attempts to get the credit they refused. As a result I did not pay them for the chair as I had no intention of paying for something I did not have in my possession. After futher disputes they agreed to credit the account, however, they subsequently sent off the interest earned to a collection agency XXXX without my knowledge. It was my impression that if the account was credited that in of itself meant the creditor acknowledged the debt was not mine and as a result any interest acrued was not mine either. I was wrong, I started to receive debt collection phone calls from XXXX and in order to rid myself of the debt ( under {$1000.00} ) and reduce its effect on my credit I opted to pay it off completely. Nevertheless, I am not satisfied and would like this rectified.

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 2017-02-16 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
I had furniture store card in 2016. I made my payments every month in 2016 by check. They convert the check into electronic debit. My checking account was debited for each electronic check to card company. 

The card company charged my checking for a second payment every month in 2016. I did not notice the duplicate debits on my account. I thought they were the same single payment. Also, my store credit card statement only showed one payment. When I made the payoff payment in XXXX, I noticed another payment to them came afterwards for a different amount. This is how I learned that they have been charging my checking account for two payments every month and applying a single credit to my credit account. My bank was able to charge back the last two incorrect charges for XXXX and XXXX 2016. They also gave me proof that the second payments per month were ACH for the benefit of a different person. I 've tried twice by phone and twice by sending the credit company documentation, their statements, my banking statements and ACH debits with other persons name as proof. Their reply in all cases is my account was paid in full XXXX 2016. It does not address the issue of taking extra payments every month. They have debited 10 transactions totaling {$2000.00} from my checking account.

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 2017-03-01 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Conn's, Inc.
State: TX

Complaint narrative:
company keep calling me about another person debt on my job. They are very rude and want to argue with me when I tell them they have the wrong phone number.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-10-06 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
PayPal Smart Connect and Synchrony advertise that a payment can be 24/7 with a live agent. On XXXX XXXX and XXXX, 2016, I attempted to make a payment at the number provided on my billing statement, XXXX, which number answers as " PayPal SmartConnect '' and not Synchrony. The recorded message said they were closed at teh hour I was able to call. On XXXX XXXX I called to complain and was told I would not be charged a late fee and I made the payment due. On my next statement, I was in fact charged a late fee of {$35.00}. I was told that as an apology for charging me a late fee wrongfully, Synchrony would not only credit me {$35.00}, the same amount as teh fee, but also return all my interest for the month ( {$50.00} ). I waited for my online balance to update to make the payment due on XXXX, concerned because again a weekend and holiday would be involved. At XXXX XXXX XXXX the very kind rep had told me that I still had to pay the late fee on or before XXXX. When I explained in detail ( which she said she relayed to her supervisors ) that I was not satisfied because 1 ) Synchrony was demanding payment of a late fee that it openly acknowledges I do not owe, 2 ) Synchrony included the wrongful late fee in my balance and appears to be charging interest on it, 3 ) My credit high balance is being misreported to credit agencies because they have included the {$35.00} in my overlimit balance after their admission that I do not owe it, and 4 ) even if the {$35.00} is refunded to me my records of " Late Fees Year to Date '' and the number of times my account incurred a late fee are intentionally being reported erroneously as they include XXXX 2016 and -- the agent said Synchrony Bank WILL not correct those matters, only they will return the late fee once paid. I am asking for 1 ) correction of my records with PayPal Smart Connect and Synchrony, 2 ) correction of my high balance and late fee information on my statement and reported to any credit agency or any other person internally or externally, 3 ) damages for having to send hour on several phones calls trying to resolve this, interest on the {$35.00} I should not pay, and the cst of checking all credit bureaus to watch what they have reported and if they correct it 4 ) Clarification to ALL customers of the limited hours available to make a payment by phone with a representative and the effect of payments due on weekends and holidays..

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 2016-07-13 00:00:00
Product: Debt collection — Credit card
Issue: Communication tactics — Frequent or repeated calls
Company: SYNCHRONY FINANCIAL
State: CO

Complaint narrative:
They called me today and yesterday 5 times each even though I made a payment to them last week and explained my situation to them.

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 2015-05-20 00:00:00
Product: Credit card — 
Issue: Rewards — 
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I received an e-mail from PayPal on XX/XX/2014 offering a {$50.00} statement credit for opening a PayPal Extras MasterCard account and making {$100.00} in purchases by XXXX XXXX, 2014. I complied with all of the terms, but still do not have the {$50.00} credit. I 've called them several times, but they always say " next month. ''

Company response to consumer: Closed with monetary relief