vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-04-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
My daughter and I -- as joint owners of a condominium at  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  , CA  XXXX , loan #  XXXX  -- applied for refinancing of the condominium with  Bank of America  in late   XXXX   XXXX   XXXX  . We applied with loan office  XXXX   XXXX ,  XXXX  ID  XXXX , (  XXXX  )   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX ,  XXXX , Ca  XXXX .  Bank of America  led us to believe that our property was eligible for refinancing by them, and that approval by them depended solely on our ability to qualify for a loan through income, acceptable credit scores, and property value. After we had paid {$470.00}  ( by cre dit card on  XX/XX/XXXX  ) for them to obtain our credit scores and an appraisal of the condominium by an  appraiser obta ined by them, and after we 'd paid an additional {$15 0.00} ( by check  on  XX/XX/XXXX  ) -- at  Bank of America 's  request -- to condo management to supply master insurance policy and answer the bank 's lender questionnaire, the bank informed us that they did not ( re ) finance condominiums in our building. They also informed us that they 'd denied a mortgage loan to another resident in our building in  XXXX  for the same reason. We were completely unaware that B of A had denied any resident in our building financing or refinancing. From the beginning, we had a reasonable expectation that the refinance loan would be approved by B of A, since they originally financed our condominium in   XXXX   and held the papers on it until the latter part of  XXXX . Yet, they guided us through a costly and time-consuming application process, in which we were required to fill out voluminous paperwork and pay out personal monies, only to inform us that we were not eligible for refinancing by their bank.   Bank  of America kn ew or should have known from the beginning that they had established a business practice whereby they did NOT offer mortgage loans to units in our building. In addition to that, the bank should have required its Condo/Co-Op  Project Review Specialist to review our unit and building before, and not after, it required us to  pay out sums of money in order to proceed with the bank 's application process.     I have attached a list of instances, in which we have communicated with Bank  of Ame  rica, only to be totally ignored. I called in   XXXX   XXXX   and was directed to   XXXX   XXXX  , who is no longe r a loan office and no longer has an NMLS ID and could not help me. I mailed  XXXX   XXXX  's  manager th e same attachments I sent on   XXXX   XXXX   XXXX  , called him several times since then, and have received no response, even though his answering machine says he would respond  in 24 hou rs.

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 2017-04-21 00:00:00
Product: Credit card — 
Issue: Credit card protection / Debt protection — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I was fraudulently enrolled in debt protection on my  Citibank Best  Buy Credit  XXXX . I cancelled the enrolled service over the phone on  XXXX , but my request for refund was denied. I understand Citi was forced to pay back $  XXXX  in fees as well as assessed $  XXXX  in fines for these exact activities. The  XXXX   XXXX   XXXX  customer service line gave me an address to send my refund appeal :  XXXX   XXXX   XXXX ,  XXXX   XXXX  Texas  XXXX . I 'm sick of the run around and want Best Buy and Citi to make this right.

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 2017-04-20 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Information is not mine
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: VA

Complaint narrative:
On  XXXX   XXXX ,   XXXX  , I called TransUnion to dispute the inquiry on my credit report. When speaking to  one  of Transunion 's employee 's, I was informed that the inquiry would be coming off my credit report in  XXXX  so there was no further action needed. It is very unprofessional to ask someone to wait to have inaccurate information on their credit report just because it will be removed in a few months. On  XXXX   XXXX ,   XXXX  , I sent a certified letter to Transunion asking to remove an inquiry on my credit report as I have not requested the company to run my credit. I received an updated copy of my credit report on  XXXX / XXXX /  XXXX   which is still showing the inquiry.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-04-19 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
Trying to refinance our mortgage to a fixed rate. Spoke with Quicken Loans representative and discussed we have excellent credit, new home (  3  yrs old ). Rep said they need {$500.00} down to start process and all closing costs fees could be rolled into the loan. Told him looking for fixed rate, no PMI insurance, closing costs rolled into the loan and felt our home could be appraised at {$250000.00}, like it was initially when we built it including  33  acres of land. Provided all of our financial information,  (  pensions, savings, and additional property to our home ). Representative confirmed we had excellent credit. Received a  Loan Estimate  on  XXXX  with closing costs for {$7700.00} and {$1000.00} CASH due at time of closing. Mind you, I was told I only needed to pay {$500.00} to start the process, the rest could be calculated into the loan.  Appraiser  then came to our home. On   XXXX   appraisal was done for {$210000.00} and homes in comparison were over  11  miles away and ranged from  7-28  yrs old and not good comparisons which now increased our closing costs to {$11000.00} with {$3200.00} CASH due at time of closing. When I called and questioned the appraisal I was told they can not dispute the appraisal. I told them I no longer wanted to pursue this loan. I called and spoke with the  Executive Office  that handles these matters and was told we could supply the appraiser with sales of our choosing. I just paid for the appraisal, why do I have to supply the information?  Quicken Loan  's process is a GREAT way to check individuals credit, their assets and increase loans and payments to obtain more money. The appraisal should have been a better comparison within a closer radius and similar aspects of our home. When we built our home three years ago rates were lower and it was a buyer 's market. Today, rates are rising and it is a seller 's market ... .should n't it have come in higher than the initial appraisal? Our home should not have lost value!!!!     I asked the  QL  representative hypothetically if we received the loan, defaulted and they took ownership of the home, would they include the hardwood and porcelain floors, solid surface counter tops, on demand boiler system, radiant floor heating, corian window sills, medallion cabinets, composite decking, triple pane windows, 33 acres, etc.. I requested the refund of the appraisal of {$450.00}.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-21 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: Santander Consumer USA Holdings Inc.
State: CA

Complaint narrative:
Around  XXXX  or  XXXX  of  XXXX  my husband and I visited  XXXX   XXXX  to finance a car. A sales person helped us out and assisted us with the purchase of a  XXXX   XXXX   XXXX . We signed all kinds of paper work a contract etc..The initial purchase for the vehicle was for {$16000.00}. As of now currently my balance is {$17000.00}. Last week on  XXXX / XXXX / XXXX , I called the finance company to ask for a review of my account because my statement does n't make any sense to me. Apparently I was told by the representative at Santander  XXXX  company that the contract I signed is a " simple interest contract '' she explained that interest occurs everyday the amount of {$10.00}, adding up to about $ 310 monthly and other additional fees, I was completel y un  aware of this kind of contract I was signing, it was not explained to me. With that said my monthly car payment is {$420.00} and every month I pay all the money goes to only interest fees and {$0.00} towards the car payment.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Pending Company Match
State: CA

Complaint narrative:
In 2012 w e were forced to declare bankruptcy because the credit union would not alter our loan modification as they said our bill were our fault so they would not help us even though I was a member for over 20 years with a perfect record. During the BK they would not take called from our lawyer so we were not able to reaffirm our mortgages. Now they report them as delinquent  as of  X/2012  ev en thought they have always been current.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
Ever since my accounts were transferred from  XXXX   XXXX  to Huntington my mortgage account and funds have been severely misused. I knew my payment would be due around the beginning of the month in  XXXX , about the same time that the transfer happened. On  XXXX  I called to be sure my mortgage account would still be paid automatically. the first person I spoke to said it 'might not ' be. The second person I spoke with said it 'should ' be. I spoke to several different people because I had not, and still have not, received any debit card or checking account statements and could not setup an online account. Later that night I was able to login to the online account and while picking around at it I noticed that all of the information including the amortization schedule showed that my next payment was due  XXXX  so it would seemed the automatic payment had indeed been made. However it also showed that my next payments were going to be going 100 % toward interest- every penny. I questioned this ( again on the evening of  XXXX  ). On  XXXX  I received a response stating they were looking into it. On  XXXX  I again reached out stating that I did not want to make further payments until this was corrected, and a few days later I received a call saying that they were still looking into it and had put a note on my account to not be charged any fees during that time. On  XXXX  I began receiving calls asking " when I was going to make my payment '', even though there was no actual 'payment due ' as can be seen in my statements. When I responded that I was waiting until the issue was cleared up they reassured me multiple times that it was. I made a payment in the usual amount ( payment plus some extra for principle ). Around  XXXX  I received a statement showing that not only was 100 % of my regular payment indeed applied to interest only, but my " payment due '' for  XXXX  was  DOUBLED! In  other words, they blatantly lied to get me to pay a payment that they completely mishandled and/or have switched my loan type to an interest only loan without any consent or notice whatsoever then DOUBLED my payment! It is beyond frustrating that larger companies can do this with no consequence, and I 'm sure I am not the on ly one they h ave done this to.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Credit decision / Underwriting — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: AZ

Complaint narrative:
I had a home mortgage loan thru Carrington Mortgage Services and this was the worst mortgage company I have ever dealt with. So I decide to get a loan from a different lender in  XXXX   of 2016. Th e loan thru Carrington Mortgage Services has been paid off but still showing up on my credit report. I have called them and sent letter and emails to Custo mer Relations  for Carrington to remove this from my credit report. I can not get no one to do this for me.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: HI

Complaint narrative:
I have a mortgage loan with Ocwen who took over from my previous lender. I have been paying my mortgage on regular basis. Now they are claiming they I owe them  XXXX . I asked them to let me know what months of the past they did not receive the mortgage payment. Instead they send me confusing statement in which they apply my most recent payment to months in the past going back  one to two years

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 2017-04-21 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Chase is refusing to credit me for {$5600.00} in fraudulent uber charges to my credit card on uber accounts that are n't mine. I 've spent  over 10 hours  on hold and talking with various reps to try to get the charges refunded. I itemized all of the charges and reviewed them with the fraud department, they said they would be refunded by this past monday end of day. They refunded a  few hundred dolla rs of them, but are now ( Thurs ) claiming the charges are under review. I had originally reported a fraud transaction in  XXXX  when a charge looked off.  Chase as ked for proof from  XXXX , they provided a document showing that the charge was on a separate account from someone who was not me, but refused to refund the charge. I had my first child on  XXXX  and did n't have time to look into the matter until doing taxes. I thought it was a couple hundred dollars, but when I reviewed my yearly statement, over {$5600.00} in fraudulent charged had been made. They 're attempting to brush me off hoping that I give up and pay the charge so my credit wo n't be damaged.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-18 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: CO

Complaint narrative:
Our Parent direct plus loan is under auto pay every month and I try to add every month an additional payment religiously but I noticed that I get charge additional interest on the overpaymt rather than all going to principal. I calle d Navient and  got an answer because my overpymt have some lapsed on days so I get charge interest on it as well and was advised to schedule an additional payment on the same day that my auto pay is scheduled so all my overpaymt will go all towards principal. I checked this morning since my payment always hits at the  XXXX  of each month and there it is again they lump the full payment and charge interest on both auto  pay amt as well  as the overpymt that I scheduled and when I called th e cus  service keeps saying th at bec th ey pulled the overpayment 3 days after the scheduled date which in terms that is why I get chg additional interest so I can not win if I overpay before the sched auto pay date I get chg interest and if I sched just right date I get chg interest as well. I think this is a really bad accounting. My overpayment should just go to principal just like a mortgage why get chg additional interest when the accrued interest is already imbedded in the monthly auto pay amount they advised as the amount that needs to be paid monthly to be current on our loan?

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-20 00:00:00
Product: Bank account or service — Savings account
Issue: Account opening, closing, or management — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ

Complaint narrative:
I endured multiple issues  with USAA over the p ast year that, in my opinion, appear to demonstrate a pattern of very concerning behavior. In  XXXX , the bank sent an unauthorized payment from my checking account to a recipient I deleted   from my account. After months of awaiting resolution, USAA told me that they would not take any action. I decided at this point that I would remove all of my business from USAA and the representative told me " good luck ''.
I then worked to close my credit card with USAA. After being transferred a dozen times to various representatives, the    bank eventually agreed to close my credit card and confirmed that they would no longer use it for their internal automatic payments. Needless to say, they billed it anyway and then told me they could not close it. This took another series of steps to close the account. It still appears open on my login screen with an expiration date of   XX/2017 . USAA al so signed me up for all of their credit card marketing and told me that I had to call a specific person to opt out.   I attempted to close m y USAA Savings acc ount today. There is no online option, so I went to the chat service. Afte r 10  minutes, they told me I could only close by calling in. I called in and the first representative said aft er 10 mi nutes that she could not close the account and that I would need to call back. I asked to speak to someone else. They transferred me and another representative said she could not close my account, but might be able to tomorrow. I asked for a supervisor. She then told me that she could close my account tomorrow, if I called back. I asked her to just close it, and she told me she would not.     For additional historical issues with the bank, I had two instances where errors from USAA mortgage services caused financial loss to me that I had to work to recoup. The first, I caught during the mortgage process and spent hours reconciling. The second was caught by an audit and resulted in payment sent to me years later.
At this point, I can no longer assume positive intent with the USAA team. I feel abused and they are attempting to force me to keep accounts open with them as I close them. I would like to file a complaint accordingly. I seek to have my savings account closed, my credit card confirmed closed, and whatever your team deems appropriate regarding my other experiences. Thank you in advance for your assistance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-04-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WI

Complaint narrative:
We have had nothing but problems with Nationstar Mortgage. They have inappropriately initiated foreclosure on our property twice, are never reachable by telephone nor do they return calls, e-mails or messages sent via their website. Payments were refused and returned to my bank by Nationstar Mortgage despite the fact that our modification paperwork had been approved, then we are told that something was missing and it is denied without notification to us. It took me filing a complaint with the BBB to get a phone call ( just before the BBB deadline to reply ). The person I spoke with said our modification documents did not have the notary seal on th em ... Yes, they sure did. Said the y would have our documents pulled and review to see if the seal was on them and call me back. Took me several more phone calls and messages over several weeks to get a response and finally I received a voice mail that the documents were pulled and that they did indeed locate the notary seal and that they would see what they could do to " push '' the modification through. I received a call stating  that 4100+ ( n ot the exact amount ) was required to bring us current through  XXXX  and they could then book the modification. I sent in  XXXX  and it appears the payments were all posted as separate monthly mortgage payments made on the same date in  XXXX    XXXX   so it does lead me to believe that th ey may finally  be getting our mortgage modification booked as they said they would. I do not believe we should be responsible for the interest that could have been saved had our payments posted and not been returned/refuse d by Nationstar when  we made them in  XXXX ,  XXXX  and  XXXX    XXXX  . They have also tacked on legal fees that should not be our responsibility. I am a nurse and am a pretty understanding person. I am not a sue happy person, however this company is really doing society wrong. If I could afford a lawyer, I am 99 % confident that I would own my home without any further mortgage payments ... in fact Nationstar would probably end up owing me ( along with many other customers they have ).   Today when I logged on to Nationstar 's website, I noticed that a sample statement which is supposed to explain to customers how to read their statement has an actual property address listed. When I looked up the property address via google, it is currently for sale and given the list price, the payment amounts on Nationstar 's " sample '' statement could certainly be realistic. Given all of the errors Nationstar has made with our account and apparently many other customers based on BBB reviews and google searches, I truly have to believe that this " sample may really contain actual payment/late payment information about the actual property address listed below the amount due.   XXXX   XXXX     XXXX    XXXX   XXXX   XXXX   XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-19 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Taking/threatening an illegal action — Threatened to sue on too old debt
Company: Rauch-Milliken International, Inc.
State: KY

Complaint narrative:
The collection agenc y, Rauch-Milliken International , Inc., was hired  by   XXXX   XXXX   XXXX  . In  XXXX  of  2016 I tried to r each out to  XXXX   XXXX   XXXX  many times via email and phone. I wanted to inform them I no longer wished to use their service. I ha ve zero  call back or communication from the. They auto renewed my advertisement without a verbal or written agreement from me. The collection  agency Rauch-Milliken International , Inc., is now harassi ng my office staff and sending me threatening letters.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-04-18 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: AFNI INC.
State: FL

Complaint narrative:
Debt reported on credit stated I opened a account in   XXXX  .

Company response to consumer: Closed with explanation