vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-10-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: PA

Complaint narrative:
I am trying to refinance my current home. I can not refinance until a lien on the property is released. The loan was for {$31000.00} on XX/XX/XXXX. This originated at XXXX XXXX, but they were bought out by XXXX XXXX. XXXX XXXX  has the information on file but is not releasing any information to us. The lien is paid, it was never released to the Recorded of Deeds Office. We need a satisfactory letter for the bank we are trying to refinance with. We started this process on XX/XX/XXXX. Ill include emails and screenshots of everything. Anyone we have talked to at XXXX XXXX gives us a general phone number or email, so we cant ever contact the same person again. We have been jumping through hoops trying to find certain individuals. They never return our phone calls, and we are on hold multiple times trying to find people.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: AmeriCollect
State: FL

Complaint narrative:
For some reason this showed up on my credit again. I sent them a letter and they did not respond. They did this before. I want this removed off my credit and someone to call me to figure this out. I have received nothing, nor have the even tried to contact me again. Just go around destroying people during a pandemic. I once again ask for the CFPB to full investigate this company. Their tactics of destroying people is appalling. This is demoralizing and deceitful. I can't continue to battle them and work, take of my family, and try to lead a normal life.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: American First Finance, Inc.
State: FL

Complaint narrative:
I leased a sectional and kitchen table with this company in XX/XX/2020. I was told by the manager at the furniture warehouse that I had 6 months to pay the furniture off same as cash with out interest. 

I called XXXX XXXX XXXX today, XX/XX/2020, to pay off the remaining balance on my account of approximately {$1000.00}. I was told that I owe {$3400.00} instead of {$1000.00} because my pay off period of 90 days ended in XXXX. 

This information is directly inconsistent from what I was told when I made my purchase and the representatives of the company engaged in false and misleading practices to acquire my business. 

I entered into this contract under false pretenses and I would like to rescind the contract or pay off the amount I actually owe, which is {$1000.00}.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2020-10-19 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NC

Complaint narrative:
On XX/XX/XXXX my insurance was due for my home. I received a notice saying that the insurance was cancelled due to nonpayment. I have an escrow account with Nationstar/Mr. Cooper and learned that they mailed the payment on the actual due date/cancellation date and not when they received the renewal notice. I had to pay out of pocket to get my policy reinstated and they assured me it wouldn't happen again. 

A year later XXXX, I was notified again that my insurance had been cancelled due to nonpayment. Again, the funds were not distributed from my escrow account on time by my mortgage company. 

For the years XXXX, XXXX, XXXX, and XXXX, I have been paying out of pocket to make sure that my insurance is no longer cancelled. I have to wait for reimbursement from the insurance company. 

I called to ask if I could have the insurance portion of my escrow removed since Nationstar/MrCooper have repeatedly failed to pay the insurance policy on time for 5 years despite the fact that I have an escrow account with them with an insurance portion. 

They told me that I would have to refinance my loan to possibly get the escrow portion removed instead of actually being responsible for paying the insurance on time before it cancels. This makes XXXX sense. 

I have demonstrated my ability to handle my own insurance payments ON TIME when they have not and they should be able to remove the escrow or actually figure out how to pay this on time.

The sole purpose of having an escrow account is so that the lender can make sure that taxes and insurance are being paid out on time to protect OUR investment. It seems to me that Nationstar/Mr.Cooper is trying to entrap me into being locked into one of their insurance products rather than paying for the one that I have had before my loan being purchased by them from another lender. 

Beware of Mr.Cooper/Nationstar mortgage. There are hundreds of bad reviews that can be XXXX  about this company, including their XXXX page. My only piece of advice is to make sure you check your statements monthly and stay on top of how your payments and insurance/taxes are being applied and or disbursed or you can get behind or be riddled with policy cancellations, late fees or more.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: NH

Complaint narrative:
I needed to unlock a credit freeze with all three credit providers for a credit report in support of a mortgage refinance with a limited time rate lock. No problem with XXXX  or XXXX who provided a confirmation number. Impossible with Experian. 

I froze my credit info with Experian after they were hacked in 2017. I still have the letter sent to me with my PIN from XXXX. 

First I tried calling Experian like I did with the othes. After providing sensitive information to an automated system, I was told to press 2 to get to fraud alert/freeze unlock. Every time ( 5-7 attempts ), I got a hangup. Finally, by repeatedly pressing " 0 '' and yelling " customer service '' over and over, I got a person, XXXX. XXXX tells me my PIN somehow is " wrong '' although I read it directly from the letter several times. I then have to go through a series of questions again ( one of these companies actually required me to answer what astrological sign I am ). I am informed that Experian will only confirm by sending a first class letter in about 10 business days. I am in rural NH where mail is slow anyhow and not virtually unreliable due to current events. I ask for any ID eg, employee ID, report ID, phone call ID, anything to show I made the request since I had trouble with them before. My rate lock may expire before I get anything in the mail. I request a supervisor XXXX XXXX XXXX. To everything I say or ask, he repeats like a recording - you have to wait for a letter. I ask for another supervisor ( XXXX XXXX. I am now on the phone for 1-2 hours. As soon as XXXX comes on the line and I ask his name, he hangs up on me. 

I try online. The correct information is rejected repeatedly. I try to request a PIN. Same thing. I try to request a one time unlock for one creditor ( mortgage company ). I then go back to calling. I am locked out. 

Guess I have to sue them since I can't seem to get the freeze off in time for my rate lock.

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 2020-10-19 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: LTD Financial Services, L.P.
State: CA

Complaint narrative:
I received a call from agent XXXX XXXX at XXXX XXXX  on the XXXX of XX/XX/XXXX. He stated that he works for LTD Financial Services Limited Partnership and the call was to collect a debt of {$510.00}. I allowed XXXX XXXX to speak until he was finished and I stated : " I'm not working and can not make any payments at this time ''. XXXX XXXX goes on to say " well your last payment was in XXXX of XXXX, and that's before Covid 19 so  you're not being affected by that ''. I explained that " I didn't say or ask that '' and he said " well its the true and I'll have to make note of it ''. My personal thoughts are never said and I believe the agent had no right to state his. Covid 19 affected my search for employment just as it has done thousands. I'm not using excuses but stating facts and before then he has no idea why I was out of work. I would like for this company to stop contacting and not contact my family and friends. 

Thank you and stay safe XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
We got a loan modification through XXXX in 2012 with our mortgage company AHMSI, now the mortgage company is XXXX XXXX. We thought we received a principal reduction modification loan it turns out we received a an interest reduction loan with a balloon payment do at the end of the loan. We were tricked. Want to receive what I was promised. That was a principal and interest reduction loan with no balloon payment at the end. We feel like we have been victimized again by our loan company. Can you help us resolve this matter?

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 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: GA

Complaint narrative:
About two months ago I checked my credit and noticed some accounts that had misinformation and other accounts that werent mine to begin with. I mailed dispute letters to the credit bureaus to get the investigation started XX/XX/2020. It has been over a month and I have not received a response to the dispute letters.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: AMERICAN EXPRESS COMPANY
State: VA

Complaint narrative:
This has been ongoing with Bluebird American Express, which is a prepaid card through American Express. I have had this card since XXXX and have never had a problem with this card until the past 12 months or so. The problem with Bluebird American Express has resulted in me making numerous phone calls to them about them taking excessive amounts of money, most times allotted for other pending transactions and Bluebird American Express customer services getting smart with me, the customer, because they can and no one is monitoring or controlling their conduct. Recently, on XX/XX/2020, I made a purchase of {$82.00} and Bluebird American Express deducted {$89.00}. Again, this has been an ongoing problem with numerous instances of them continue doing this with 90 % of the transactions on my prepaid card with them. Another example is the transaction dated XX/XX/2020, with XXXX XXXX 's XXXX XXXX for XXXX. I had a balance of {$77.00} which was more than enough to cover the {$71.00} balance for the transaction. Bluebird American Express took it again upon themselves to deduct the entire {$77.00} balance for XXXX XXXX  's XXXX XXXX. When I contacted Bluebird American Express about this practice on an earlier date, Customer Service told me that they were instructed to take out extra money by XXXX. When I contacted XXXX, they informed me that they have never asked Bluebird American Express to take out more than the amount of the transaction, which means that Bluebird American Express has been lying to me and potentially other customers. Secondly, when I addressed this situation again on XX/XX/2020, with Customer Service, they attempted to explain their practice, which has no excuse. As I explained to Customer Service, their practice of taking out more than the amount of the transaction is potentially causing customer 's transactions not to clear. Finally, I informed Customer Service that I have received no email or document stating that this is their practice or that there has been a change in their practice. I requested to speak with his supervisor, he put me on hold for an extended period of time, never returning to the phone or with his supervisor which resulted in me hanging up the phone. 

This must be investigated and corrected. I know nowhere where it is appropriate to just take out astronomically amounts of money or the entire balance of a card and for all transactions.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: GA

Complaint narrative:
I sent money to XXXX XXXX XXXX with MoneyGram on line service. This transaction was made as a direct deposit to a bank account. This type of transactions normally take one hour to be ready. after you summit a transaction the system generates a text message and an email confirming the transaction. This time was not the case. So I called immediately and I was told money was ready to pick up. I notify the recipient and when arrived to the location money was not there. Recipient wait and come back later by instructions of MoneyGram customer service and money was not there. This person almost lost the entire day trying to pick up this money. Transaction was made on XXXX XXXX. Since then, Id been calling MoneyGram and they been promising the same " that the money is there and is not ''. The recipient is been expending more money in transportation going to look for the money now. What it bothers me most is how the lie and play with me. Everyday I called the said something different and say they will fix it and hang up until they say the problem is fixed and after I hang up find out is not true. On XX/XX/XXXX someone said they cant do much, since they now open a case so now I have to wait for the response in 4 business day. TodayXX/XX/XXXXis almost a week now. People in XXXX needs this money since is a Donation from XXXX XXXX XXXX. I am very frustrated by their lack of responsibility and lies to the customers. My name is XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief
Consumer complaint received 2020-10-19 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: DISCOVER BANK
State: IL

Complaint narrative:
I made a payment on my Discover Credit Card in XXXX on XX/XX/XXXX of {$110.00} through their automatic payment over the phone, but Discovery Card said they were unable to locate the bank, and the Bank XXXX XXXX XXXX  had not record of being contacted by Discovery Card for any payment Originally after I made the payment for {$110.00}, Discover Card sent me by email a confirmation stating that the payment had been scheduled. 
However, later they informed me when I called to make sure the payment was processed that it did not go through. When I spoke to them about this on XX/XX/XXXX, we determine that their automatic system had recorded the wrong routing number. 
However, a supervisor named XXXX told me that they had to access me a fee for the payment not going through even though it was their automated phone system that did not work properly. Later he said the fee was taken off but for some strange reason my minimum amount due for XX/XX/2020, was {$120.00} instead of {$62.00} as it was in XXXX of XX/XX/XXXX. i do not understand how this happen? 
I want you to investigate how they did not get the correct routing number when I first attempted to pay {$110.00} on XX/XX/XXXX or near that date through their automated phone system. When I paid the {$120.00} on XX/XX/XXXX to an actual live person over the phone that payment went through and was processed! 

On XX/XX/XXXX, I made a payment of {$120.00} twice the amount of the minimum payment, so the minimum payment for XX/XX/XXXX should have been {$62.00}, but XXXX the supervisor I spoke to said the minimum payment had went up to {$120.00} because the attempted payment of {$110.00} did not go through as a result of their automated phone system not recording the correct routing number for my bank XXXX XXXX XXXX. 
This did not make sense, and needs to be investigated!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Debt collection — Payday loan debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: CNG FINANCIAL CORPORATION
State: TX

Complaint narrative:
The company Dispute Resolutions contacted me as well as my family telling me that I was going to get sent to court and the debt I had from Check n Go from 7 years ago that was less than {$250.00} was being sued on me for defrauding a financial institution, and numerous other charges and if I didnt take care of it then, I could be taken to court. I cant afford that. I set up a {$50.00} payment plan that did not go through and I spoke with the gentleman again to ask questions and he began yelling at me calling me names. Now another man is contacting my family and I called asking them to stop contacting my family and he threatened to serve me with papers. I called that number about trying to get the calls to stop and all they did was yell at me and call me a XXXX  XXXX and told me that the number I called was apparently a mistake. When I asked who XXXX XXXX was ( the person who left the message with my family ) He said I was a coffee and donuts XXXX like the president said and the reason they are calling my family is to find me. I said scammers make threats and insult and yell at people. He asked if I wanted to come have coffee and donuts and then said no Id be too XXXX  to do that. He called me a low IQ person. I asked for their address and he hung up. Its scary. That callback number was XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Tickets that I bought for a concert were cancelled due to covid. The vendor is refusing to issue more than a 50 % refund, despite the concert being in California where this is illegal. Wells Fargo / Visa issued the debit card that I used. WF now reports that Visa changed a policy on XX/XX/XXXX ( tickets were purchased prior to this, but cancelled after ) stating that they will not charge back an " large gatherings '' that are cancelled due to covid. Visa / WF say I should contact the vendor ; vendor is refusing the full refund.

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 2020-10-19 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: General Motors Financial Company, Inc.
State: CA

Complaint narrative:
I contacted GM Financial to extend my lease to get time to find financing. I was given a 2-mo extension and was told to call back as I can receive up to 6-mo ext of time. When I called back to extend the lease I was told that due to previous paying ( yes, I have been late due to divorce and COVID but my account was paid up to date when I made phone call ). I tried to purchase vehicle at a lower purchase price and was told that wasn't an option and that I was to return vehicle to dealership immediately. I wanted to purchase vehicle because the mileage was high. Since I was instructed to turn lease in, I went to  XXXX XXXX XXXX and turned vehicle in. I was told by XXXX at XXXX that they would pay what was owed to GM Financial. Much to my dismay I was sent an XXXX invoice. I contacted GM Financial and told asked them why I was being charged this exorbant amount for vehicle. They informed me that I needed to contact XXXX XXXX XXXX for information. I contacted XXXX XXXX XXXX and requested amount paid to GM Financial for the lease. I spoke with XXXX and later another supervisor. Both informed me that the information was classified and that I was not privy to the information. I believe GM Financial is trying to get from me more than the vehicle is even worth. If they had sold the vehicle to me directly I wouldn't be in the upside down position i am in. GM Financial should not be allowed to  SQUEEZE every XXXX out of its clients. In these times of COVID, I am requesting that this be looked into and I be released from the XXXX debt that was added to my credit report. This is robbery at its finest with no one to account for it.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-10-19 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 — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I tried to dispute my report from experian and it would not let me submit. They have incorrect information on my report that negatively affects my credit history that are over7 years old. 
Also, the same issue with 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