vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-05-09 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
In XXXX XXXX, I followed a link that was on the CitiBank website to open a new checking account. At the time of opening that account, there was a promotion that was being offered that said that XXXX XXXX Thank-You points could be earned by completing qualifying activities after opening a new CitiGold checking account. After completing the activities as specified in the original terms when opening the account, I sent a message through the CitiBank website to inquire about the XXXX Thank-You points that I was supposed to receive as a result of participating in the promotion and completing all of the necessary requirements. I received a response back from CitiBank indicating that I had indeed completed all of the requirements of the promotion on XXXX XXXX, XXXX. I was then told the bonus points would be credited to my account no later than the end of my XXXX XXXX statement period, which ended on XXXX XXXX, XXXX. After this date passed and no points were credited to my account, I called twice and also sent messages through the CitiBank website. I was given several different responses, including one customer representative denial that I was signed up for the promotion, another customer representative said that I was not qualified for the promotion, etc. However, I pointed out to all of them that I had verified earlier both at the time of signing up for the checking account, as well as, after I had completed all of the requirements of the promotion that I was indeed qualified and had completed all of the necessary requirements for receiving the bonus XXXX Thank-You points. I have also attached to this complaint a written copy of the letter that was sent to me directly from CitiBank that confirms that I was enrolled in the offer, that I did complete the requirements of the offer, and that they stated that I would receive the XXXX Bonus Thank-You points by XX/XX/XXXX statement.

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 2016-07-26 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Citibank offered a bonus of XXXX Thank You Points when opening a Citigold account with the following criteria : make a bill pay 2 months in a row. I called in to create an account and was told that I would be eligible to receive the points if I satisfied the criteria. I opened my account in XXXX, and after calling in several times to confirm I had met the requirements ( and was told I did ), was told to keep waiting. Come late XXXX, I received an email that I was not targeted for this promotion, and would thus not be eligible to receive the promotion.

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 2016-07-01 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.
State: SC

Complaint narrative:
I was traveling to XXXX from XXXX. Upon returning home I saw that my checking account was {$12000.00} short due to XXXX transfers out of my account ( XXXX for {$7000.00} and XXXX for {$5000.00} ). I did not authorize the transfers and immediately contacted my bank, Sun Trust. They opened a fraud investigation, I signed paperwork, and they stated that I should have the funds replaced within 10 days. Two weeks later I checked my account. The {$5000.00} was replaced but the {$7000.00} was still missing. I went to the branch. They said the {$7000.00} had been put in the account but was transferred out again, another case of fraud. Said they would expedite and I should receive the funds within 24 - 48 hours. After another week I check again and still no {$7000.00}. Now it has been over 20 days since funds were fraudulently taken from my account. Go into the branch and representative calls the fraud department who says they have to open a new fraud case and it will be another 10 days before the money is put in my account. Assuming it gets done again, and the money is n't immediately stolen ( why ca n't they put a flag on the account and not allow any debits?? ), it will be over 30 days that the {$7000.00} has been gone. i have attempted to escalate this but get no where. Please help.

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 2015-04-30 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
Several weeks ago I received confirmation that a dispute that I had with SunTrust Bank had been resolved in my favor and a credit would be issued to me at my SunTrust Bank Account. Today I opened up a piece of mail from SunTrust Fraud Managment Services suggesting that the dispute has not yet been resolved in my favor and requesting that I fill out a form pursuant to this earlier dispute which I was told had been resolved in my favor. Now I need clarification : " Has the dispute already been resolved in my favor and is this form merely the result of one part of the bank not knowing what the other part is doing? '' OR " Is the bank rescinding it 's resolution of the dispute in my favor or making it contingent upon the completion of additional forms? '' Can I ignore these new forms? Or must I continue to dispute the charges? The forms are confusing in that they list a credit and charge for equal amounts relating to XXXX of the XXXX charges I disputed earlier before clsoing my account.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Need information about my balance/terms
Company: AES/PHEAA
State: IL

Complaint narrative:
I paid more than {$60000.00} in student loans that I cosign for my daughter college and now out of the blue the American Education Services claim that I still owe them a {$19000.00} outstanding student loan so I ask the company to send a documents showing my signature on this loan, they fail to do so, they never send me a documents showing that loan, it 's been more than two months since I ask this company to send me this documents, and they can not find any documentation for this loan yet, and in the mean time they keep sending a bill I 'm paying the bill every month to keep my credit in good shape,

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-02 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't get flexible payment options
Company: AES/PHEAA
State: MO

Complaint narrative:
I am a XXXX Veteran, XXXX. XXXX. All my federal loans were forgiven with no problems, but this private loan through AES/NCT has been a nightmare that wo n't end! I have talked to someone many of their representatives I have lost count ... everyone of them all agree that what their company is doing to me is wrong! But I can never get in contact with anyone that can make any decisions, my original loan was for $ XXXX and have paid on it for about 10years and I still owe around $ XXXX+ on it. And I can no longer afford to pay for it, it is either food for my XXXX boys or this loan? So it 's not a hard decision for me to make but it 's just ridiculous that this company enjoys to profits off of me and XXXX others in a country that I defended for 10 years +, so they could continue that right .... but they ca n't even cut me a little slack ... it makes me sick that this can happen in the country I was proud to go and risk my life to defend! Please anyone help in anyway that you can, it has gotten bad enough I have resorted to begging .... a warrior brought to his knees by a corrupt corporation! Remember the companies are : American Education Service and National collegiate Trust!! Modern day extortionationates.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-03 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
On the nigh of XXXX/XXXX/2016 to XXXX/XXXX/2016 it appeared that Suntrust reorganized my transactions to create more overdraft fees that there should have been had they be posted in the order received.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-12-14 00:00:00
Product: Debt collection — Non-federal student loan
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: AES/PHEAA
State: CA

Complaint narrative:
I currently carry a student loan, which was originated through XXXX ( educator ) student loan services. In approximately XX/XX/XXXX of this year the loan was sold by educap to American education services ( AES ). I was informed via email of these changes and was informed that all auto enrolled payments would be transferred over to AES 's payment system. Several months passed with my automatic payment being deducted as usual on the XX/XX/XXXX of each month. Approximately XXXX months following the transition I started receiving a tirade of XXXX phone calls and emails relating that my account was delinquent and that payment was needed in order to avoid a derogatory credit report. I reviewed my bank statement and verified that the payments were indeed being processed. I was greeted only moments later by AES at which time I spoke to a representative. I informed the representative of my situation and he related that XXXX was still receiving my payments and that until the payment transferred to them ( AES ) the collection phone calls and emails would continue. I expressed my strong disapproval with this practice, concidering I had done nothing but make my payments on time. In the end there was no resolve to my problem and to this day I receive approximately XXXX phone calls a day from AES. My bank statements prove that the payments have been made on time every month and further more the last XXXX payments have been processed by AES. It is unfair and unethical for me to haggle with creditors everyday for a problem that clearly lyes on the shoulders of AES. I feel harassed, abused, and have spent countless hours of my time and effort in this matter and am seeking resolve.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: CA

Complaint narrative:
I have been making monthly payments, on time for over 13 years. I 'm a XXXX and was told by other XXXX that there is a program that we qualify for to forgive our student loan if we are XXXX and been making payments for over 10 years. I obtained the application, read the qualifications and I should have qualified from the beginning for forgiveness. I had the direct consolidation loan, which was another requirement. After getting the runaround and having to apply twice, I was told that I did not qualify, but that Fedloans was assuming my loan. I was told that my terms, payment, and everything would remain the same. Fedloans only would be servicing the loan. I even received that statement in writing. My usual payment averages {$110.00} per month. In XXXX 2017, I received notification from Fedloans that my new monthly payment will be approximately {$500.00} per month beginning XXXX 2017. I called Fedloans and was told that my loan was " looked at '' and at the current payment, my loan would not be able to be paid off within the 15 year term. I did not authorize Fedloans to " look at '' my account. I applied for a " forgiveness '' program that was advertised, and I qualified for per the requirements. I asked the rep from Fedloans if I had not applied for this scam, I would have continued my $ XXXX monthly payments, on time just like I agreed to do 13 years ago for 2 more years and nobody would even care? She said yes. All these years, I 've worked hard and paid on time. Now, I 'll probably default because I was tricked into applying, and giving access to Fedloans, based on their statement that they were " servicing '' my account only. ( Public Service Loan Forgiveness Program )

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-07 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SUNTRUST BANKS, INC.

Complaint narrative:
On XXXX XXXX, 2015 I made an electronic check payable to XXXX XXXX XXXX of XXXX for {$52.00}. The check was found to never have reached them and it was discovered through Suntrust the charge was not authorized. ( See attachment Proof of fraudulent check ). 
Then Suntrust proceeded to credit and debit me the {$52.00} which had no effect to me receiving a refund and charged me a return item fee of {$12.00} on top of that ( see attachment return item fee showing my checking activity. 
I had to pay XXXX XXXX XXXX the {$52.00} last month since they never received payment so altogether I 'm out {$62.00} for a fraudulent check that Suntrust admits was not authorized. When I called their Dept of Fraud Prevention and Claims Escalation at XXXX they said the case is closed on their end and offered no remediation of the funds and the return fee. I can be reached to discuss this further at XXXX Sincerely XXXX 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 2016-03-08 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: NY

Complaint narrative:
In XXXX 2015, I completed my annual certification for my income based repayment plan. After this submission to FedLoan Servicing, the private company contracted by the Federal Government to service Federal student loans, I received an email confirmation stating that my annual re-certification had been received. I monitored my account online for about XXXX weeks and when I noticed that my re-certification had not been processed I called Fedloan Servicing to inquire. I was told that I had incorrectly completed the application. I knew this was incorrect so I called back. The next representative told me that there was simply a backlog and that it would be processed soon. Finally, the third time I called I was told that there is a process that I must go through in order to go from Income Based Repayment to Pay As You Earn, XXXX of the income based repayment programs. The process was initiated where I would make one payment before moving to the Pay As You Earn repayment plan. This bill never came. I called back and after being given wrong information from the representative for the third time I asked for a supervisor. The supervisor informed me that everything was in order but they were very busy and I would have to wait for my account to be processed. This conversation took place in XX/XX/XXXX. It is now XX/XX/XXXX and five months since I submitted my initial application and still no action has been taken by Fed-loan Servicing. To make maters worse I am now receiving delinquency letters but being told to ignore them by representatives of FedLoan Serving. I have also had to call Fed-loan Servicing on my own to make sure they do not automatically bill my bank account for bills that FedLoan Servicing admits are being generated in error but can not do anything about. Had I not called they would have removed over {$3000.00} dollars from my bank account. I would greatly appreciate the CFPB 's assistance in dealing with this Servicing Company so that I can avoid any negative credit reporting or other damaging results caused by FedLoan Servicing 's incompetence. I would also add that I am an attorney with some experience dealing with student loans and would expect that many thousands of inexperienced borrowers are harmed by FedLoan Servcing daily due it 's incompetence. Thank you for your kind consideration.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-22 00:00:00
Product: Credit reporting — 
Issue: Credit monitoring or identity protection — Problem with fraud alerts
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I somehow have a fraud alert on my Experian credit report. I can not get it removed and now I am unable to be on our mortgage bc my mortgage company ca n't pull my Experian report bc of this fraud alert. My interest rate is also going up almost XXXX points bc I am unable to be on the mortgage. Mortgage company has no problems pulling the others reports w the other bureaus. 
Over the last 6 weeks -- -I have called 3 times, submitted 4 faxes, mailed a letter AND uploaded a document via Experian upload. AND THE FRAUD ALERT IS STILL THERE. 
Every time I called it was VERY difficult to get the person I spoke to to understand my problem, and the canned response was to send me to their website for help. The first phone call resolved that my address was the problem -- - not the fraud alert -- -- so I submitted a form for that. The second phone call could n't confirm that I had a fraud alert I was told that I had to pay {$10.00} ( which I did ) to get a copy of my report to verify that I did indeed have a fraud alert on my account. The next call directs me again to the Experian website -- - website said " we are unable to find you in the system '' -- - I had to call AGAIN to still not have any resolution. 
Mortgage companies and the credit bureaus are giant jerks who take advantage of good people. So now I am having to pay a higher mortgage interest rate bc I ca n't be on the loan. AND i ca n't get the fraud alert off my account AND NO ONE WILL HELP ME!

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 2015-07-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CARRINGTON MORTGAGE SERVICES, LLC
State: IL

Complaint narrative:
Our mortgage was sold to Carrington Mortgage Services in XXXX. After we sent in our XXXX payment, Carrington lost {$100.00} of the payment. They could not account for it, and they did not know where it went. After numerous phone calls, they finally agreed to look into it. It took Carrington more than XXXX weeks to correct it, and they still offered me no explanation as to what happened. 
This is when it gets fun! To correct the problem, Carrington deducted a whole additional payment ( {$1200.00} ) from my checking account Without notification or my permission. They were able to do this because they made an electronic-funds-transfer from my original check, and then they also deposited the actual paper check ( same check number too! ). Needless to say, XXXX mortgage payments withdrawn in 32 days overdrew my account. After racking up NSF bank fees for three days, Carrington quietly deposited the money back in my checking account with the notation " check pymt PCF ''. They did n't even attach their name to the transfer. I called Carrington as soon as I found out about this, and all they had to say was " They could n't understand why I made a payment in the middle of the month? '' They could see the extra money, but " there 's no way that they initiated the transfer ''. The woman said that there was nothing they could do. She suggested that I send Carrington " All my bank statements, dating back to XXXX '' XXXX? Are you kidding me? You want some DNA too? Maybe my ATM PIN? I spoke with her supervisor, XXXX, and he said the same thing. I told XXXX that I wanted to Opt-Out of electronic-funds-transfer on my mortgage, and he said that I agreed to that by having my mortgage with Carrington. I told him that he had to abide by my original loan terms, and asked why my monthly statement from Carrington included HIS phone number if I wanted to opt-out of EFT? 
Bottom line : Carrington Mortgage is a bunch of loan-shark, scam artists that ca n't even read the information they publish on their own website. They must be used to dealing with lots of delinquent debtors that they can silently exploit as second-class citizens.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: Texas Guaranteed
State: CA

Complaint narrative:
XXXX has been servicing my loans since 2008 or longer I 've been a XXXX since, I also have student loans through XXXX. All were and have been in good standing ( deferred ) until XXXX drop the ball and defaulted all of my student loans they were holding. According to them they were n't aware of my school attendance. I then provided documentation that I have been in school and so they began to repurchase my loans, all except XXXX of my loans. My XXXX loans. Reason being is their saying that they are no longer servicers of those XXXX loans and that XXXX are the new servicers and that navient needs to repurchase them. Even though XXXX by error defaulted them cause they were holding the XXXX loans at XXXX point but now that they defaulted they are no longer the sevicers and do n't have access to repurchase the loans. So I 'm stuck in a situation where I ca n't go to school and get financial help as a single mother of XXXX trying to better myself I do n't qualify for financial aide services etc because I have XXXX loans showing defaulted. The grantors that have the loans are harassing me for payments and threatening garnishing my wages. I ca n't afford this I 'm barely making ends meet! I 'm trying to finish school to better myself and this has become a total nightmare. I call navient they say they ca n't repurchase cause they were n't the ones who defaulted the loans blas blas. I just need my loans repurchased! I do n't care who repurchases them. I 'm stuck in the middle of this nightmare XXXX made by error. And they do acknowledge it was an error but ca n't seem to help fix it! Can someone please help me? This is n't right. And if I ca n't attend school next semester due to these default loans on my account then it will only make matters worse cause then all my other differed loans will come out of deferment because I 'm not attending school, but how can I attend when I do n't have money to pay out of pocket and government wo n't fund my schooling with defaults on my record!?!!! Ive contacted the OMBUDSMAN for help as their looking into the matter as well, but now the grantors are garnishing my wages and Im sitting here in tears and stressed out trying to figure out how will I be able to provide for my children and keep our home with my checks being garnished by XXXX grantors XXXX and TG. This is wrong I hope I can sue for this hardship and stress these companies and lenders have brought to me by error and nobody seems to be able to help much and or fast enough so I have to sit here and suffer. This is so wrong!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed