vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2021-10-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
My mortgage bank has changed my point of contact multiple times. I am unable to reach them on the phone or email. I have sent multiple emails to the last 3 point of contact they have changed me within this year and none have responded to my emails. I called and spoke to a customer representative Ms. XXXX XXXX, I explained to her I couldnt reach my point of contact XXXX XXXX and had send sent her an email requesting a FHA COVID-19 Loss Mitigation Options ( COVID-19 Recovery Modification ) for owner occupied house ; she said XXXX XXXX is no longer with Shellpoint Mortgage and my new point of contact was XXXX XXXX, she said Ms. XXXX will call me within 3 days but I have not received any calls or response to my email letter from her. I also left a voicemail to Ms XXXX. I found out a week later that the email Ms XXXX XXXX gave me for Ms. XXXX is wrong and I sent an email to new email for Ms. XXXX. 
I am confused and very afraid because Shellpoint Mortgage has sent me multiple letters saying I owe and may face foreclosure. Also on XX/XX/2021 an agent representing Shellpoint Mortgage came to take photos from my house, he told personal information to my friend that was outside, he told her my name and told her he was from Mortgage XXXX and that it could be a foreclosure of my home. Before XXXX pandemic I never took forbearance or made any loan modification. 

My forbearance ended on XX/XX/2021 and that day I sent email to my then point of contact at XXXX Mortgage requesting FHA COVID-19 Loss Mitigation Options ( COVID-19 Recovery Modification ) for owner occupied house. In that email that I sent to multiple point of contacts, I also attached my offer letter for a new job Im starting on XX/XX/2021. 

I read online that if I can not reach my Mortgage Bank and start modification within 30 days after end of forbearance that the mortgage bank can start foreclosure proceedings on me even during Covid-19 pandemic. I have being deeply affected by Covid-19 and lost many loved ones, I have nowhere to go if my home is foreclosed. I have tried to contact my mortgage bank through multiple means and unable to reach the point of contact for my case who can explain to me the process and help me with FHA COVID-19 Recovery Modification after forbearance with current payment moved to end of loan claim.

I can attached offer letter I sent Shellpoint Mortgage showing my reduced income, Photos of Shellpoint mortgage agent who spoke with my friend outside my house. I can also attach letter I sent to multiple Shellpoint point of contacts where I request FHA COVID-19 Recovery Modification after forbearance.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NM

Complaint narrative:
I haven't received my XX/XX/XXXX mortgage statement from Shellpoint Mortgage servicing so I went online to get a copy of my statement ( statement date XX/XX/XXXX ). In the 'transaction activity ' section it stated that on XX/XX/XXXX I was charged a {$79.00} Late Charge due to not making a full payment by XX/XX/XXXX. Yet the same 'transaction activity ' section shows that they got a payment on XX/XX/XXXX a day before it was due. I called the XXXX phone number to speak with someone about why I was being charged a late fee and why my statement said I owed {$3700.00}. She looking into it and re-assigned my XX/XX/XXXX 'Principal Only Payment ' to a 'Regular Payment ' she also claimed to have taken the late charge off my account. She then asked me to check my account online and said it would show the changes she had made. As requested I checked my online statement which still showed that I had not made an XX/XX/XXXX payment and that I was late. She then told me it could take a few months for the change she requested to show up on my account. I then asked if I did in fact owe {$3700.00} as per my XX/XX/XXXX statement and she told me know due to the changes she had requested I should only owe my normal payment. I then asked if they would then issue a new statement to reflect that I didn't owe {$3700.00}, and she said no. I then asked if I could get something in writing stating that I didn't owe {$3700.00} on XX/XX/XXXX and she again said no. We also spoke of the fact that they had sent me a bill for {$120.00} in additional escrow owed in XX/XX/XXXX but for which they didn't cash my check till 3 months later in XXXX. She explained that it probably got lost in the mail. Ever since my mortgage servicing was changed from Greentree to Ditech to Shellpoint I have had problems with them properly posting my payments. They are always late and often mis-assign the over payments ( extra principal payment ) that I have made every single payment since the origination of this loan. I have over paid for almost 16 years now. I now have an XXXX FICO score and don't need a late payment on my credit rating due to Shellpoint mortgage improperly assigning my on-time payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-28 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Resurgent Capital Services L.P.
State: IL

Complaint narrative:
This is my third time reaching out to you and each time you closed my case with no explanation. I have to assumed it was because you was under the impression that I was sent the requested information .I sent several certified letters and several fax to LVNV Fundings LLC and their lawyer 's XXXX and XXXX XXXX explained that since this pandemic the mail service is so messed up so I ask them could they send all bills, validation letters, court papers and even proof that they can collect in this state to send certified so that their won't be he said she said since you kept closing my complaint it means you believe that they sent me the requested information well they haven't but I did get one letter from their investigator that's is full of lies he said he delivered to an address that I never resided at and I went to that address a woman live their for over six years and that vague description fit almost any XXXX male but not me I sent them proof that he couldn't have delivered it to me and because of his lies a default was order against me and every since then I have been trying to get what I need so that I won't have to get another XXXX visit like the one I had in XXXX and now I have another one XX/XX/2021 and since you going to give me that XXXX about 15 days and they can ask for another 30 days which means I'm looking at another date if I don't get what I need if they claim to have sent it then they won't mind sending it again but certified

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
I open a PayPal account to make online purchases but when I added my SSN, PayPal block me telling that maybe I can be a risk for them but I dont know why because Im a good person and I havent any problem with my identity So I need to reopen my account because there was an error with PayPal customer services

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-28 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Impersonated attorney, law enforcement, or government official
Company: Persolve, LLC - Legal - Series 2
State: TX

Complaint narrative:
XXXX/XXXX/201 a XXXX male left a note on my door stating that his name was XXXX and that i needed to contact him about legal documents from XXXX County Court in XXXX TX. I was present at home when this man knocked on my door my security camera sits in my window facing my front door. I was looking through my peep hole of the front door this man had no visible badge or I.D nor was dress attire for XXXX County Court. He noticed the camera and stepped back out of view of it. He left and i called the number provided on the paper and he asked my name and address i answered the question asked him about the notice left. He replied " i have some documents from Persolve legal Group to give you about a collection i for sue. I responded that i haven't received anything via mail from or phone call from XXXX County about Persolve Legal Group suing me. He proceeded to tell me that i need to get the papers from him in a upset manner. I asked him if he was a Officer of the court for XXXX County in XXXX Tx he replied " Yes, The judge sent me to give you these papers '' i asked for his full name, Badge number and what court he worked out of he laughed and said " Thats None Of Your Business " I then told him if he cant properly identify him self as a Officer for XXXX County Courts to not contact me or come to my home and he replied " ill be back ''. I then Contacted XXXX XXXX County Information number told them about the situation. The Clerk transferred to a the XXXX Sheriffs Department and i spoke with a deputy who told me that The Officers Must Identify themselves when asked by a civilian and display a badge or id is worn visibly on any court officer of XXXX County they do not send out Officers to issue documents regarding Debt Collections. He took my name address and phone number and told me that if it happens again to call and to not engage in any further contact with the person and was noted in the system for future reference. This made me weary and is a major concern for my safety. The note on my door didn't bear any XXXX XXXX County Court Trademarks, court number, address, or legal identification. I will upload the note that was attached to my door. I believe this is in regards to a Auto Debt Collection being perused by Persolve , LLC XXXX XXXX XXXX # XXXX XXXX, CA XXXX http : //persolve.com

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-28 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: EQUIFAX, INC.
State: NC

Complaint narrative:
I recently received my XXXX Consumer report that shows that there is no Bankruptcy in my public records. XXXX/EQX all report they used XXXX as their method of verification for verifying this Bankruptcy that is listed on my credit report. Since I have proof that it is not there I ask that this public record be removed immediately.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Coinbase, Inc.
State: TX

Complaint narrative:
My name is XXXX XXXX. I am an American citizen. I have a XXXX XXXX were I store some cryptocurrencies. I Transferred XXXX XXXX XXXX ( currently worth about {$180.00} ) from my XXXX XXXX to my Coinbase account on XX/XX/XXXX and the transaction was shown as complete when I tracked it online. I also got a confirmation through my XXXX XXXX. 
Before the transfer, Coinbase cautioned me to only transfer XXXX XXXX to that cryptocurrency address and that is exactly what I did. 
However the XXXX XXXX hasn't been deposited into my account and Coinbase doesn't want to take responsibility for it, even though it is obvious I transferred it to my Coinbase account.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: FL

Complaint narrative:
MY IDENTITY WAS STOLEN THREW TAX THIEF & EQUIFAX DATA BREACH SINCE I CHECKED MY CREDIT REPORT AND FOUND THESE UNAUTHRIZED ACCOUNTS & INQUIRIES

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
Reason : XXXX and Equifax said that they have investigated these two accounts on my credit report but failed to correct inaccurate information such as late payments on XX/XX/21 never receive a response from them until XX/XX/21 30days after the initial dispute. These are the two accounts that list late payments on my credit file Account # XXXX, Account # XXXX, Account Number xxxxxxxx XXXX, and Account Number xxxxxxxx XXXX. I put in a previous dispute online on these two accounts but comes back as verified, I called the two creditors about these issues and ask them to update this on my record but they also failed to do so. I don't think these late payments on these two accounts are right. XXXX failed to verify.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Resurgent Capital Services L.P.
State: NY

Complaint narrative:
These accounts don't belong to me. Please remove them from all 3 credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies. 

1. Identity Theft XXXX XXXX  Account Number : XXXX This is not mine. 

2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 

3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 

4. Identity Theft XXXX  Account Number : XXXX This is not mine. 

5. Identity Theft XXXX/XXXX  Account Number : XXXX This is not mine. 

6. Identity Theft LVNV FUNDING LLC Account Number : XXXX This is not mine.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
I was stricken with XXXX XX/XX/XXXX as a provider seeing patients. I began forbearance with XXXXXXXX XXXX XXXXXX/XX/XXXX i attempted during forbearance to continue to pay partial mortgage payments to them in the amount XXXX until XXXX to sick to continue work and pay. I completed the forbearance went into modification XX/XX/XXXX the terms was sign during and after the XXXX XXXX payment of XXXX the loan was transferred to PHH mortgage during this time the escrow amount was wrong did not include home taxes and insurance in which before my illness was included. I told PHH in XXXX when loan was transferred it was wrong after spoke to many agents at PHH no one listen until XXXX during this time i was asked to continue paying XXXX trail payment in which i did. There were 5 total payed to PHH. No one at PHH can tell me where the suspense payment went to until 1 week ago PHH stated the funds went toward the mortgage payments while I was in forbearance and the recent payment went toward monthly mortgage payment while in modification. A new monthly mortgage payment of XXXX state not written by the servicer stated starts XX/XX/XXXX still I have not received a breakdown of all payment made where they went. They are asking for a 6 trail payment for XX/XX/XXXX in which I was told by me calling of another XXXX plus new payment of XXXX mortgage XX/XX/XXXX payment and if I do not pay they will keep the monies payed a put the home in foreclosure. I have contact the Texas Mortgage Consumer Affairs ' put in a complaint with XXXX now your agency. PHH has threated several times with door hanger notices that they will foreclose my property I have never been late on my mortgage before my illness even during my illness I attempted to pay. I need help please. They want me to continue to pay without letting me know where my money is going. Before illness I owed XXXX. PHH is stating I owe XXXX more. When speaking with PHH they blame XXXX its not my fault the loan was sold incorrectly but I have to pay the penalty. A check for XXXX for XXXX payment was sent via USPS regestered

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: NJ

Complaint narrative:
I had a mortgage from Guaranteed Rate affinity LLC. when I purchased my home in XX/XX/2020. 

> I was asked to pay 12 months of Insurance payment in my closing statement. I had paid for it. 
> However when the Insurance company had asked for the amount, they had not dispatched the payment on time despite telling me that they have done so when I had called to confirm. 
> They had finally dispatched the amount after the insurance  company had cancelled my insurance retroactively ( 2 months into the loan ). 
> I was subject to undue XXXX as I could not convince the insurance company to reinstate the insurance. I had finally after much shopping able to find a new Insurance going forward and got and paid for it. 
> Despite messing up the insurance, Guaranteed rate had put in an expensive Lender Placed Insurance and hit me with a charge ( almost 6 times the cost of the original insurance I had placed ) > They had transferred my Mortgage to XXXX and applied a credit of the amount with my Mortgage > I had disputed it with XXXX and when on a conference with Guaranteed, their representative had agreed to dispatch the amount to XXXX so they can take away the credit. 
> But the check was never sent. When I had called them, they completely disagreed that they had agreed to pay and are giving us lame excuses each time. 

At a pandemic time when we are trying hard to keep our mortgage commitment, Companies like this are incompetent in handling their escrow and are charging the consumers for their oversights. Asking me to pay for something I had already paid for and transferring the loan to a 3rd party without resolving their error tantamounts to fraud. I have all the evidences for this that I am willing to share. I had already raised a complaint with XXXX ( Complaint ID XXXX ). When we are trying to resolve this with them, their agent had hung up with me without resolving and giving a new lame excuse ). I request your agency to audit this company and have them repay the amount they have charged me for their mistake. The loan account number is XXXX. I am attaching the following : ( 1 ) my closing statement showing that I had paid for the insurance for 12 months in advance to their escrow department ( 2 ) Email where I had reminded them to dispatch the amount to the insurance ( 3 ) Letter from the insurance company stating that they are cancelling the insurance due to non payment of the due ( 4 ) My letter to Guaranteed Rate asking to resolve the issue that is still pending.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2021-10-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: MI

Complaint narrative:
I, XXXX XXXX XXXX, am a victim of identity theft and attached below is my FTC Identity Theft Report. I fully authorize this notice and compliance. I have also mailed all respective CRAs my identity theft affidavit. I have never authorized or gave express written consent to any XXXX party affiliate CRA to furnish my data with the following companies, please be aware, no consent, is identity theft : Dept of Ed/XXXX  accounts XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: AMERICAN HONDA FINANCE CORP
State: PA

Complaint narrative:
These accounts don't belong to me. Please remove them from all 3 credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies. 

1. Identity Theft AMER HONDA Account Number : XXXX This is not mine. 

2. Identity Theft 12 XXXX  XXXX  Account Number : XXXX This is not mine. 

3. Identity Theft XXXX XXXX XXXX Date of inquiry : XX/XX/2020 This is not mine.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-10-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
I was called on XX/XX/XXXX from a USAA Number ( XXXX ) XXXX asking me about a fraudulent charge of {$63.00} made in XXXX Florida. I confirmed on my USAA app and found the charge, I didn't make this charge, and the person on the phone said they were going to cancel my debit card and send me a new one because they believed my card and account got hacked. In this process, they were asking me to verify information that they were reading off to me ; my address, phone number, email address. Asking if this information was accurate or not. As well during this time they had sent me two one-time security codes through the USAA security code number ( XXXX ) that i have been receiving security codes from USAA ever since I started banking with them four years ago. As well during the process I had received three emails from USAA in regard to the fraud attempts on my account. After verifying the security codes at some point they had asked me for my pin to my account ( a normal question USAA asks of there customers ) and i gave them my pin, they put me on hold and then during the hold time i received a notification from the same number ( XXXX ) that a wire transfer was initiated for {$26000.00} from my account. I told the person I didn't authorize that and they tried assuring me that this was part of the test for them to see if my account had been hacked. At this point it was far too late, but i realized i was being scammed and hung up and called USAA Fraud department immediately to report the case. USAA verified that no one from USAA had tried contacting me through their phone logs and that this was a scam and a fraud attack on my account. They put in the that this fraud wire transfer be investigated to try and get my money back through the bank. On XX/XX/2021, and after many phone calls from myself to USAA on checking the status of the investigation, they had told me the investigation was completed and no fraud was found. I will not be receiving my money back, even though I was a victim of fraud and they were utilizing USAA phone numbers, emails and one time codes. I filed a dispute against the outcome of the case, and they are as well putting the case under re-investigation. I have no been updated at this time. USAA on XX/XX/2021 sent an email to their members ( in which I didn't receive ) but my friends who bank with them did, on being alert to fraud and phishing attempts, showing they are aware people have been hacking or attempting fraud and scams on behalf of their bank. I would like to reiterate I did NOT receive this email.

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