vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-10-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: OH

Complaint narrative:
I have a student loan serviced through FedLoan Servicing Credit. The High Credit is reporting incorrectly. My balance is {$720000.00} and my High Credit should be equal to that as this is the amount I was approved for. Instead my High Credit is listed on my credit report for this account as {$590000.00}. It is causing a significant decline in my credit score because it looks as though I owe more than I was approved for.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: IL

Complaint narrative:
I, like so many people, have had problems with FedLoan Servicing. They sent notifications that payments were sue to an email address I do not have access to, and made no other effort to contact me saying I was missing payments until sending a letter in the mail saying if I did not make a very large payment, my loan would default. I called an explained to a representative that I had not been notified that I needed to make payments which is when I learned they were sending notices to the wrong email address. The representative told me that she would fix it so it did not look like I missed these payments, but it still shows up on my credit report that I have several missed payments, and now my credit has greatly suffered.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-21 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
they closed my account because im XXXX which a federal lawsuit is being prepared and about to be filed against them but they have no sent me my money there holding my money and wont tell me when there sending my money

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-26 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
I had deposited {$1200.00} ( XXXX checks ) in my checking account on XXXX/XXXX/2016. 
I received a letter from the bank ( Sun Trust ) dated XXXX / 2016 along with a copy of my deposit ticket ( both sides ) showing that they received and credited my account in the correct amount, but stated that they debited my account in the same amount for " items not included in my deposit '' I was confused and waited for my monthly statement. When I received this it showed both the credit and the debit. 
I have spoken to several of he employees at the bank bank several times and each have said they need a week or so look into this. 
As of today I still have not received any explanation as to actually why they debited my 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 2015-12-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: WI

Complaint narrative:
I 'm writing again to yous it 's my third time because I just got my response back from my second mortgage and did not like what I was told saying that they can not combine my both mortgages together they can do a modification on my second loan but I have to put 5 % down in which I do n't have the money for and now they are telling if do n't pay the months I 'm behind they are going to put me in foreclosure I have been paying for the last eight years every month after month and being behind on other bills so I wo n't be behind on my mortgages opening credit card accounts just to pay them and now I 'm stuck paying all this cards and now they tell me they ca n't help me out unless I have 5 % down I talked to a mortgager and for some reason she had a not so nice attitude with me when I told her I do n't have all the backed up money I owe them and the money down that they are asking for I do n't know and do n't understand in what kind of loan they have me stuck on that I just ca n't seem to get any bank to help me refinance it they all have told me the same that they ca n't help me because I am not with XXXX or with XXXX or with harp so I just do n't understand that I have told them the situation and they also do n't seem that they want to help me cause if they know the banks or no one else can help why are they making hard for me to refinance my second mortgage they refinced my first mortgage and I did n't have to put nothing out of my pocket they included my closing cost in my mortgage so I was ok with that not very happy but was ok so I was hoping that they would do it with my second mortgage I do n't see why they ca n't do the same I do n't know and do n't understand why I do n't qualify for it I just believe that they are making to much money on me so they do n't feel the need to help me so you see this why I 'm writing back to yous also I do n't even know what kind of loan I have

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-05-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SUNTRUST BANKS, INC.
State: MT

Complaint narrative:
The day after my mortgage payment was do in XXXX my mortgage company started calling and harassing me on a daily basis. At least 6 times a day and I would hang up the phone with XXXX and another would call and a rep for mortgage co. told me if I want them to quit then pay my bills. They call late at night and on weekends. I called XXXX XXXX to pay XXXX mortgage payments in full and they refused to accept them, as they stated they wanted all XXXX. Which my payments are do the first and I was well with in my grace period. I was told not to fill out the hardship package because it would not do any good, Ive owned my house only 10 months not a year. I lost my XXXX job a month after I closed on my house and explained this to them over and over.

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 2016-10-20 00:00:00
Product: Bank account or service — Savings account
Issue: Account opening, closing, or management — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
Four or five months ago I gave my wife {$10000.00} so she would have money in her own name. I searched for the best bank offer and found an offer from Suntrust bank in XXXX, FL. My wife and I went there and set up the account. We told the bank officer that we were there only because of the offer of a {$250.00} bonus for large amounts that were left on deposit for at least three months. The account was set up in my and my wife 's names. The bonus was never posted to the account. Last week we went to the bank and talked to a different bank officer. He said the original bank officer was no longer with the bank. He checked the account and said that we were denied the bonus because we had not set up direct deposit to the account. I informed him that we had n't signed up for a direct deposit offer, that since my wife has no regular income that would n't make sense. In fact the original bank officer looked through the offers and rejected that one because of the direct deposit requirement, the offer she signed us up for had no such requirement. The bank officer we were dealing with on the later visit asked for proof of the offer that we were stating we had been given. We had not kept proof, we assumed that the original bank officer was capable of giving us an offer that we qualified for and that the bank was capable of tracking their bonus offers. Those assumptions proved to be false. After much delay we were told that the bank would not honor the offer. We promptly withdrew the money.

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 2016-03-04 00:00:00
Product: Credit reporting — 
Issue: Credit monitoring or identity protection — Problem with fraud alerts
Company: Credit Karma, LLC
State: GA

Complaint narrative:
I have an account set up with CreditKarma, and have for about 1 year. On XXXX XXXX 2016 at XXXX XXXX I received an email from XXXX Karma to my gmail that there had been a request to reroute my account to a new email address. It instructed me to respond if I had not made this request. I responded immediately that I had not. I received an automated reply stating that I would hear a response in 1-3 days. I attempted to log in to my account, but my password had been altered. When I attempted to retrieve the password by having the reset sent to my actual email address, the emails did not arrive. When I finally was able to access a part of their site to let me verify additional information for the password, the link was broken and would not submit. According to their forums, this is a common problem that many people have encountered. Later that day, I received a call from XXXX XXXX XXXX credit card online services asking if I had made an attempt to open a card. I had not, and told them that it was fraudulent. I then contacted the bureaus, froze my credit, and again attempted to contact CreditKarma. It was n't until nearly two days later that they sent me a basic email asking if XXXX was my email. It was not, it was the fraudulent email. They offered to freeze my account, however, offered no explanation as to how someone was able to gain access to my account, and reroute my emails, change my password, and collect my info. I was locked out of my own account, and they have no option to contact someone via phone or instant chat. The phone number listed for their site is for a line that has a recording. Their service is very slow, and even though it is a " free '' service, they are sitting on a lot of people 's very valuable personal information and owe consumers the ability to reach someone in an emergency situation. To be made aware of an attempt to change my email information, and be powerless to stop it makes no sense. I received the notification and was told to respond if I had not requested this, but in the 2 days it took them to respond, they already granted the criminal access and the ability to change my info. If I had been able to call a number or have an instant chat, I could verify my info. Their security is very lacking for a site with as much personal information as they gather. It is concerning that they offer no way to escalate or triage issues that are very urgent, and can lock the user from their own information while allowing thieves to collect it and use at their will. They need some mechanism to correct this, and their very slow emails are not adequate to protect the amount of information that they have in their database.

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 2016-01-25 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
This is the 2nd complaint about the same, unresolved issue. Let me start by stating that I do not think all the parties at SunTrust Bank are addressing or communicating with each other over this issue. The first problem comes into play that I did place a charge in XXXX XXXX for {$160.00}. Upon deciding that I did not want the service and did not like what was provided, I decided to contact XXXX XXXX and let them know to remove the charge. Between XXXX and portions of XXXX, I requested the merchant, XXXX XXXX, to remove the charge. Upon speaking with several of the representatives, the first of which promised to remove the charge, I thought this issue would be resolved. Not only was the money not refunded to me, but I was advised to take up this issue with my bank, SunTrust. I contacted SunTrust Bank on XXXX/XXXX/XXXX to place a formal dispute on the charge for {$160.00}. Once the dispute was placed, it took a very long time for credit to be issued. After contacting this agency and threatening with contacting the state attorney general, SunTrust issued the credit. The first complaint in reference to this was closed out when I spoke with XXXX at SunTrust. XXXX assured me that the dispute was closed in XXXX and the credit of {$160.00} was permanent. I assumed with the complaint being permanent, the money was mine and it was in the account. In XXXX XXXX, I received another letter from SunTrust Bank advising that the merchant responded to my dispute and was requesting that I provided the refund policy and other information to SunTrust in reference to the amount. We are already hitting the 4 month mark on this dispute and the unclear, XXXX letter from XXXX at SunTrust made this issue sound like it was far from closed. The money has been utilized for the {$160.00} and being told, after the 1st complaint against SunTrust, tells me there is a lack of communication between the Debit Card Fraud group and the executive group that handles these complaints. I have tried to call XXXX back on several occasions and I have left voice mails with her and in the general mailbox with no calls back. I was advised that I had to respond by XXXX/XXXX/XXXX in reference. I have no idea what I am responding to as I thought this issue was closed. This is causing a lot of aggravation, frustration, and an extreme feelings of disgust. SunTrust needs to get their act together. 

Thank you XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: NY

Complaint narrative:
I FINALIZED A MORTAGE MODIFICATION BY MAKING THE THREE TRIAL PAYMENTS ON XX/XX/XXXX, MY NEW PAYMENT STARTED XX/XX/XXXX, I HAVE BE MAKING THE PAYMENTS TIMELY FOR THE NEW REDUCED AMOUNT, THE COMPANY REFUSES TO SEND ME THE FINAL MODIFICATION PAPERS AND IS NOW SENDING ME LETTER OF PARTIAL PAYMENT AND LATE FEE FOR THE PRIOR AMOUNT BEFORE MODIFICATION. THE COMPANY IS FAY SERVICING XXXX NMLS ID # XXXX XXXX TX XXXX. THE ACCOUNT IS UNDER XXXX AND XXXX ACCT # XXXX XXXX NY XXXX MY CONTACT NUMBER AT WORK M-F XXXX OR CELL XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Fay Servicing, LLC
State: FL

Complaint narrative:
I became sick two years ago, and was XXXX for three years, and during that timewe fell behind our Mortgage payments. We obtained help for Hope for Housing, and reached out to our Lender, XXXX for a Loan Modification because our Interest rate is at 8.5 % Our Loan was originated by XXXX XXXX XXXX, a Predatory Mortgage Broker who sold to XXXX and at the time we did not realize it was not a VA Loan, because I am a retired XXXX XXXX Veteran. 
XXXX will no longer communicate with us, except to say that the Loan was transferred to Fay Servicing, who have been reluctant to offer us a Loan Modification saying we did not have enough income. Now comes XXXX and filed a Law Suit adding insult to injury. 
We resubmit with the help of a XXXX Party our request for a Loan Modification, and our Financials clearly shows our combined income of {$3200.00} afford us a Mortgage Payment of {$970.00} which is 31 % according to HAMP Guidelines. I am a XXXX Veteran of XXXX years old and my spouse is also XXXX. I am still under medical care and we want to remain in our home. Fay Servicing is vigorously pushing us to Short Sell.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-20 00:00:00
Product: Debt collection — Medical
Issue: Improper contact or sharing of info — Contacted me after I asked not to
Company: Community Health Investment Company, LLC.
State: IN

Complaint narrative:
My hospital bill that I have consistently been making monthly payments on since its origin, was turned over to a collection agency " Professional Account Services Inc. on XXXX/XXXX/XXXX. I sent the collection agency a CEASE & DESIST letter on XXXX/XXXX/XXXX explaining that I was settling the debt directly with the hospital and not to make any further communication to me regarding this account. They recently sent me a letter on XXXX/XXXX/XXXX explaining that they have been trying to unsuccessfully contact me by phone & advised me to pay them the debt by phone with a credit card. They sent me another letter two days later on XXXX/XXXX/XXXX threatening to place negative marks on my credit report unless I contact them to resolve this account.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-02-17 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
XX/XX/XXXX I had a civil claim judgement against me in favor of Webster Bank. The amount that I owed was {$4600.00} I have paid this balance in full with a final payment of {$1000.00} on XX/XX/XXXX. I have tried to get in touch by phone several times with the fraud investigator who handled this case and who also works for Webster Bank. Her name is XXXX XXXX. She never answers the phone and I have called her number XXXX and left numerous voicemails and she does n't return my calls. I am only calling her to see if my final payment of {$1000.00} was received and she never answers her phone or returns my calls. I am showing on my XXXX credit report that this public record against me is still listed on my credit file which it should n't be since I made the payment in full. I want this removed from my XXXX credit file as soon as possible. I have every receipt to prove that I made the total payments of {$4600.00} that I owed and can furnish all of the receipts if needed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-31 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Fay Servicing, LLC
State: AZ

Complaint narrative:
The Service company for my mortgage has repeatedly audited my escrow determining shortages two years in a row and will not provide documentation to explain the shortages. They do not return phone calls and emails. Fay Servicing keeps changing the account representatives. Managers do not return phone calls or emails. Twice I have been put into forced-place flood insurance when they did not renew with the provider and it has resulted in my payments nearly doubling. Because the property tax and insurance is paid from impound escrow holds, I do n't even get to see when and where these payments are made. I have asked to stop impounding for these payments and they refuse. My original loan with XXXX has been sold once or twice and the servicing company has also changed. I have never had any problems with the previous service company ( XXXX ), but I continue to have issues with Fay Servicing. I have asked them for the name of the previous flood insurance provider so I can switch the insurance back to that company from the forced-place and they refuse to provide the name. I have also requested the name and contact person for the note holder and they also refuse to provide that information. I have been hospitalized multiple times in the past few years and the XXXX Fay Servicing causes me is overwhelming. During the past two years after Fay Servicing has claimed shortages and my monthly payments have increased, I requested information to determine why there are shortages and they refuse to provide me the answers. I do n't even get a call back or response until I hold back making the payment. Once the payment is deemed to be late, only then do I get any response. Instead of getting me the detail I request, they have harassed me with multiple calls and correspondences and add late fees. This company does not work in good faith or with any sort of professionalism.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-20 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: Credit Systems International, Inc.
State: TX

Complaint narrative:
I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. 

Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please do n't respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611 ( a ) ( 5 ) ( A ) ( i ). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness. 

Under the FCRA 15 U.S.C. 1681i, all unverified accounts must be promptly deleted. Therefore, if you are unable to provide me with a copy of the verifiable proof that you have on file for each of the accounts listed below within 30 days of receipt of this letter then you must remove these accounts from my credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-03 00:00:00
Product: Credit card — 
Issue: Transaction issue — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY

Complaint narrative:
I was recently traveling abroad and encountered a merchant was presenting me a fraudulent bill for services that were never rendered. At first the merchanst said they dont take cards, when I was forced to withdraw cash upto my limit, they then also took my card and proceeded to charge me over XXXX dollars. The merchant was a restuarnat and due to language barriers and their intimidation I could not fully reconcile and figured I would dispute the charge with my bank since no service was actually rendered. 

My bank is now saying that they will not refund me the charges or even attempt to investigate the merchant even though its not even registered to any particular business. The maerchant is a none frauder ... and it is card poilcy that anyone that takes a card must advertise it and not upcharge people after the fact.

Company response to consumer: Closed with explanation