vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2018-08-23 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: Paypal Holdings, Inc
State: MO

Complaint narrative:
Because of fraud charges, I had to be issued a new credit card. After I had it activated, I went to Paypal in order to update my information, and discovered that my new credit card number had already been updated! 

I immediately called Paypal, thinking that a hacker got into my credit card account and also my Paypal account. But no, Paypal tells me that this happened because of an agreement they have with my bank, XXXX XXXX, so that when I get a new card, they automatically send the new number to Paypal. 

I am furious. Paypal never informed me about this agreement. 

After going around and around with my bank, I find out that this agreement Paypal is referring to is called the Automatic Billing Updater. It is a service provided by Mastercard to merchants who pay them money so that if any of their customers change credit cards, the merchant is sent the new card info. 

Paypal does not mention that they participate in the Automatic Billing Updater anywhere in their privacy policy. 

I should be the only one who can give out my credit card number! The fact that Paypal believes they should be able to get it without my consent is abominable! 

I contacted Paypal asking to be opted out on their end, as my bank will not let me. This time I was told by a " supervisor '' that Paypal is not aware of using an Automatic Billing Updater, and I should contact my bank. 

This is unbelievable! No one wants to take responsibility for using this service. How can it be that merchants can participate in a service that gives them my credit card number without my consent? How can they lie about this service and hide it? How can the representatives know one minute what I am talking about, and state they never heard of such a thing the next? How can they get away with not stating that they do this in their privacy policy? And how can they get away with not giving their customers an option to opt out? 

I am XXXX, and reading on the computer is extremely hard for me. After searching all over Paypal 's website for days, my son finally ( four days after the incident ) found mention of this service in their user agreement. It is an obscure line which reads " If this information changes, we may update it as directed by your bank or card issuer without any action on your part. '' If they think this is enough of a heads up for their customers, they are mistaken. We also found on the Paypal community forums where many people have been surprised by Paypal updating their card info, sometimes even before they themselves received their new card. 

This needs to change. How in the world did it become okay for anyone but me to give out my credit card info? The fact that Paypal is allowed access to my credit card information with out my consent and then takes no responsibility for it, makes Paypal extremely unsafe, and unsecure.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I contact XXXX customer service would not help and take care of the negative inquiries reporting on my credit report. 
XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXXXXXX  XX/XX/XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I contact XXXX customer service would not help and take care of the negative inquiries reporting on my credit report. 
XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX-XXXX  XX/XX/XXXX

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 2018-08-23 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: Mercedes Benz Financial Services
State: CA

Complaint narrative:
I am about to go the 30 days late on my loan and I have made several attempts to ask the institution to honor deferred extension due to natural disaster but they somehow expect Me to pay them Before they can assist me with the extension whereas if I was able I would need no extension.. 

The destruction due to recent wildfires in California has impacted the lives of many of our account holders. If you have been personally affected and are interested in assistance with your Mercedes-Benz Financial Services account, please call us at XXXX. 

I am in XXXX California and we qualify for this help but they want us to pay to get the help and thats just not possible under these circumstances..

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Nelnet, Inc.
State: TN

Complaint narrative:
I began social security and the loan company OSLA decided I could get a XXXX XXXX XXXX  discharge based on the time my condition is set to last. I really need my credit score to go up and reflect this information please feel free to contact OSLA.gov/Nelnet/SSA to confirm this information all these apartments do credit checks and im XXXX so I need my score raised I have paid back many loans and cleared many bank accounts so please help

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit card or prepaid card — Store credit card
Issue: Fees or interest — Problem with fees
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC

Complaint narrative:
I requested for my Kohls account to be closed in XXXX and paid off the account. Since the account has been paid and closed, Kohls continue to add additional fees to the account through XXXX. The account went from being paid off to {$110.00} in fees added to the account. Nothing has been charged to the account. I do not owe these fees. Kohls should not be able to take advantage of consumers like that. Kohl has sent this account to credit bureau and caused my credit score to drop 35 points.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2018-08-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Santander Consumer USA Holdings Inc.
State: CA

Complaint narrative:
I called Santander consumer USA about my account to ask about assistance due to the California Wildfires specifically the XXXX fire which was declared a Federal emergency. I advised them that fire caused a hardship because of loss of income. It states on their website to call them and ask for help. I advise them that I had been out of work for a few months and and had started working a about a month before the fire hit and caused my work to. I then advised them that I would make a double payment on XX/XX/XXXXto help bring my account current. I spoke with XXXX who submitted the request and advised it would have to be approved by upper management and would take about 24-48 hrs. This was onXX/XX/2018and I was told that a payment extension request would take care of 2 months of XX/XX/XXXXand XX/XX/XXXXor XX/XX/XXXX and XX/XX/XXXX. In about and hour the request was sent to my email stating that it was denied due to payment history. I gave them the reason why the account fell further behind due to a natural disaster. I would have been able to make the payment if I didn't miss two weeks of pay. I would have been able to make at least the XXXX.Either way I would have to make two payments of XXXX  each by XX/XX/XXXX. I also called in on Tuesday XX/XX/XXXXand was told my husband has to speak with them because he is the borrower on the account even though I am authorized to speak on the account and I have made decisions before. I was never told that the account was up for repossession in all of the times I have called no rep ever told me that. I also assured them that I would be able to make future payments on the account because I now have stable income coming in on a consistent basis. I am really trying to get some help the fires set me back about 2 weeks of pay and other expenses. I would really appreciate if someone could help set up some arrangement or help. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: LD Holdings Group, LLC
State: MS

Complaint narrative:
contacted Loandepot in XX/XX/XXXX and requested to pay my homeowners insurance myself rather than having to pay into an escrow account I received a letter from Loandepot authorizing me to do so. Since Mississippi is a homestead state where if you are XXXX years old or a XXXX veteran, I am both, you are exempted from paying real estate taxes. I refinanced the loan in XX/XX/XXXX and closed XX/XX/XXXX, with the first payment becoming due XX/XX/XXXX. My homeowner 's insurance became due XX/XX/XXXX, for 1 year until XX/XX/XXXX, I paid it XX/XX/XXXX, since the closing occurred XX/XX/XXXX, I was obligated to pay the insurance or run the risk of being unprotected until closing which occurred 28 days later on XX/XX/XXXX. Loandepot insisted that I pay the insurance with the monthly note into an escrow account when it was already paid for the year. In XXXX of XXXX, Loandepot began refusing payments and sending my mortgage payments back to me. They sent 3 payments back so I opened a fiduciary account and deposited the 3 returned payments and each payment to date into the account. In the meantime, Loandepot has destroyed my credit by reducing my credit score from XXXX to XXXX by reporting negative and untrue reports. Loandepot is aware that the payments are in a fiduciary account waiting for a resolution to this dispute. This dispute does not rise to Loandepot foreclosing on the property which they are about to do.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Williston Financial Group
State: CA

Complaint narrative:
On XX/XX/XXXXan escrow transaction was opened to buy my house, this transaction was closed on XX/XX/XXXX During the process, the preliminary title report was never explained to me, nor was I told about any payment I should make that was not included in my Closing Disclosure, and WFG people did not say anything regarding two Hero Program liens that the previous owner had.

I summited a claim to WFG National Title Company because during the process they knew there were two ( HERO PROGRAM LIENS ) contractual assessments recorded as liens against the property that are collected by the County Tax Collector and the escrow did not advise my lender ( XXXX ) to adjust the monthly impound payments to cover the projected increased in the property tax bill, also if my lender ( XXXX ) had been notified it would have requested the payoff at the close of the transaction.

WFG denied my claim because they said it was mentioned in the preliminary report, I am not a professional, WFG people are the professionals, so they have the responsibility to explain if there is some items that needed to be cleared before closing escrow, also by just reading the report it is not clear, it is ambiguous, now that I have the problem, I went in person to obtain a copy of the recorded liens, the instruments consists of twelve pages, not just two paragraphs as WFG mentioned.

WFG people never provided me with the complete instruments, there was no way for me to understand the magnitude of these assessments without the complete instruments. According to the documents that I obtained this year, I have to pay for 16 years {$1500.00} two times a year and for the second one {$1100.00} two times a year for 7 years, a total of {$5200.00} a year, at the end of the years the amount is about {$40000.00}, this information was never on the preliminary report, and neither was it provided to me. These amounts should have been explained to me before to continue with the purchase transaction, in order to decide to buy it or not. Obviously with the monthly payment of these assessments I wouldnt be approved for the loan, and I would have had the opportunity to find another property.

It is unacceptable that WFG National Title Company covered these items in the policy of the title insurance, but it covers just the two paragraphs, but not the 12 pages that were filed as instruments in XX/XX/XXXX and once again those were never provided to me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Credit Karma, LLC
State: TN

Complaint narrative:
I began social security and the loan company XXXX decided I could get a total and permanent discharge based on the time my condition is set to last. I really need my credit score to go up and reflect this information please feel free to contact XXXX to confirm this information all these apartments do credit checks and im homeless so I need my score raised I have paid back many loans and cleared many bank accounts so please help

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ

Complaint narrative:
I applied to refinance my truck with capital one in XX/XX/2018, I was approved and completed all the online paper work I was requested. once they had not said to me in almost a week my truck was not paid off I called in to find out thy had been calling my lender after hours to obtain a pay off and had not reached back out to me I asked them to conference call them to get it, we did and the pay off was higher than I was quoted before thus changing my monthly loan amount total of XXXX  and payments of XXXX  for the 48 months so once I was read the new info I asked for a new contract to sign, the rep said it will delay my loan so I decided against waiting and just moved fwd on it, I called in on XX/XX/XXXX spoke to a manager and he informed me they could mail me a new contact to sign right now so he did, same term of 48 months, payment was XXXX  a month amount financed total was XXXX. I get a contact in the mail for the first amount on the contract which I did not agree to. I called them to ask why I keep getting the run around and no one will give my any information I keep getting told they can change my account without sending me an updated contract I have asked multiple times I am being told no. I agreed to pay the following and only signed the following -- 48 months term, XXXX a month and XXXX total amount of payments the fact they are changing this after the fact since their rep only got a 9 day pay off and not the required 10 is a joke I as the customer have had the worst experience with this company and the entire process and no one will take accountability for this the contract has a disclaimer that I would be notified if any changes and I was not, no call, email or letter advising me the rep got the 9 day pay off not 10 days as he should have .I am being told the only document they have I e signed was for payments of XXXX no one can get me straight info

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CL Holdings LLC
State: NV

Complaint narrative:
This account is for identity theft or maybe they are confusing my name I need if they can help me and I write to the credit bureaus they talk to me but they did not want to help me

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: Law Offices of Robert A. Schuerger Co., LPA
State: OH

Complaint narrative:
Over the last 6 months I have received over 20 phone calls calling to collect a debt. The robo caller is asking for somebody named " XXXX XXXX ''? That's not anything remotely close to my name. I have called multiple times to inform them that they have a wrong number. I am blown off.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit card or prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: Comerica
State: CA

Complaint narrative:
On XXXX I tried to make a purchase on XXXX and it was declined. I received a email from XXXX which I read on the XXXX. I then logged into my account with with XXXX XXXX and found that on XXXX at XXXX an IVR Money Transfer was transferred to XXXX XXXX, confirmation number XXXX for the amount of {$500.00}. 
On XXXX I called XXXX XXXX. My PIN had been changed. XXXX XXXX told me that they would send the necessary forms that I needed to complete and FAX to  them. By Wednesday, the XXXX I still had not received the forms so I called them again. They said they would re-send the forms. I asked them when can I expect my account to be credited the {$500.00} and they said within 45 to 90 days. It is now the XXXX and the mail has come and gone and no forms. 
XXXX XXXX was assigned to me by the SSA. I called the SSA and they said there was nothing they can do even though they assigned me to XXXX XXXX. I called Comerica Bank whose logo is on the card. They also told me that there was nothing they can do.

I XXXX 'IVR Transfer ' and XXXX XXXX came up. It seems that this has been happening for some time ; money transferred and PIN 's changed.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2018-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
Credit Check are reporting Potentially Negative Alerts from Experian credit bureau, where I did check my credit report direct with Experian and does not appear this Negative information with Experian, but this is impacting my credit score with Credit Check. 

1 ) Company XXXX XXXX XXXX Collections Status Date XX/XX/2018 Balance {$30.00} Address XXXX XXXX XXXX XXXX XXXX, IN XXXX 2 ) Company XXXX   XXXX XXXX Payment Status Collections Status Date XX/XX/2018 Balance {$30.00} Address XXXX XXXX XXXX, PA XXXX 3 ) Company XXXX XXXX XXXX Payment Status Collections Status DateXX/XX/XXXX Balance {$29.00} Address XXXX XXXX XXXX XXXX XXXX, FL XXXX

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 2018-08-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: AES/PHEAA
State: MD

Complaint narrative:
When it came time to repay my student loan I was not sure of the best value. Between the provided tool and my financial planner I decided on the extended fixed payment plan, with a payment of {$600.00} ( adding {$60.00} extra ) for a term of 20 years. I made sure to do direct deposit for the 0.25 % savings and the ease of setting/forgetting. In XX/XX/2017 I received a notice that an Income-Driven Repayment Plan was approved. Having been told I was ineligible for that option due to my income I let that slide - had to be an error. When a paper slip mentioned a bill of {$0.00} I complained to the XXXX customer service - received no help, was told that I obviously put the change there ( when I had not ), never mind there being no income to draw from to make an IDP estimate. Frustrated I decided to continue paying $ XXXX/month in spite of having XXXX balance bills so that I would not be behind on my payments. In XX/XX/XXXX/XX/XX/XXXX I got a notice that my IDP was set to expire. By the end of XX/XX/XXXX (XX/XX/XXXX ) when it expired my payment went to $ XXXX/month with the added {$60.00}. Panicked I signed up for the IDP before remembering that I wanted the Extended Fixed Plan. The same evening I signed up for the Extended Fixed Payments plan. Seeing no movement I applied for that plan again. Now the XXXX program wants me to pay $ XXXX/month even after I've put in paperwork months prior to change my repayment options.

Company response to consumer: Closed with explanation
Consumer complaint received 2018-08-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
Hello, I m having a hard time with XXXX and Experian removing these late payments. XXXX XXXX already removed 6 late payment from the XXXX XXXX XXXX  on my report. please help me get this removed.

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 2018-08-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Sign on the Line, Inc.
State: CA

Complaint narrative:
XX/XX/18 Received a call from XXXXand the gentlemen state that he was VA Benefit and wondered if I had 3 minutes to give him. I was like I am sorry who are you with. he again responded with VA Benefits. I then asked him if he was with VA Office directly and he responded by saying that he was now with the VA Benefits Depart of sign on the Line out of XXXX County.  This company was trying to imply or initial represent that they were with the VA. But because I asked the right questions and made him slow down and readvise me who he was with and who they were where. I was able to get him to admit 1 ) no there were not with the VA Benefits as he initially stated 2 ) phone number is out of XXXX XXXX CA ( XXXX XXXX County and he stated that they were out of XXXX County California which goes with what I was able to find online when I XXXX their name but their phone number is different than what showed up on my caller ID. 3 ) I am on a do not call list through the FCC and they never checked that list 4 ) the simple fact that they are call disabled Veterans and using a play on words should to show misrepresentation of who they are and that they are not with the VA Administrations office at all

Company response to consumer: Closed with explanation