vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-28 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I have tried to get a loan modification from Bank of America since XX/XX/XXXX. I have submitted all documents for a complete loan modification packet. I was always working with them and always tried my best to give them everything they needed. They now have a complete packet but I still have a sale on my property tomorrow XXXX. I 'm worried that Bank of America will not cancel my sale on my property. I have a feeling they playing game with me saying they did not have the documents but they indeed did have them, they said they just overlooked them that 's all which now has prolonged the loan modification review for couple of days more. I do n't know what to do at this time but my worries are still very high. I know they will be in violation of the XXXX Bill of Rights Act if they do proceed with the sale tomorrow. 
Also how much longer will I have to worry and play their games to get the loan modification? I believe they are prolonging the process so that the interest and nonpayment of mortgage loan and fees will grow add up to the point where I would not be able to do anything and will owe more 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 2016-08-26 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I called Macy 's American Express three days before my bill was due because I noticed that my automatic payment had a duplicate payment scheduled to come out of my checking account. The customer service representative assured me that only one payment would be coming out on the due date. 
Today, when I checked my checking account, it showed that two payments of the same amount ( double what was due ) had been taken out of my account. When I called Macy 's American Express to have one of the payments reversed, they told me it would take 5-7 days for it to be refunded. I then told them that I was counting on those funds to pay my electric bill, the rep, placed me on hold to speak with her supervisor. When she came back, she told me that they could mail me a check or refund it to my account in 5-7 days. Either way, I have had MY money ripped from my account without my permission!! Very frustrating! I requested that my account be closed and the overpayment be refunded.

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 2016-06-09 00:00:00
Product: Credit card — 
Issue: Payoff process — 
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
CitiBank N.A was willing to settle my credit card account for the sum of {$2100.00} on XXXX/XXXX/2015 unfortunately I was XXXX and unable to pay the amount. When I finally saved up the money to pay, I contacted CitiBank and was referred to a company called XXXX XXXX XXXX XXXX who initially wanted me to pay {$3600.00} and XXXX weeks later changed it to {$4700.00}. 

When I called XXXX back, XXXX XXXX a representative of XXXX XXXX referred me to a manager who said I had one hour to pay the {$4700.00} after which I would have to pay the full amount of {$5600.00} XXXX XXXX XXXX XXXX is the most unprofessional and crooked company I have ever had the unfortunate need to contact. They change the amount owed at will and when I asked for a manager, they put a very rude and obnoxious individual on the telephone who gave me an hour to come up with {$4700.00} or face paying the full amount of {$5600.00} saying I am not facing any hardship by his own determination.

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 2016-06-03 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I signed up for a new Citigold checking account based upon an offer that was presented to me online on Citibank 's website. The offer stated if I met the conditions I 'd be awarded with XXXX ThankYou Points. I confirmed through Citibank 's secure messaging system that the promotion was applied to my account and I 'd subsequently met all conditions ; additionally was notified I 'd be receiving the bonus within 90 days of meeting the requirements. Today, I was notified by Citi that they were incorrect and my account was never eligible in the first place. I 've been charged account fees of {$60.00} over the past 2 months whilst waiting for the offer to come through. Citi stands by their remarks and refuses to honor the bonus.

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 2016-09-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I am attempting to apply for a loan modification ( through a US government program ) of my mortgage with CitiMortgage ( Loan # XXXX XXXX. I have sent all the required documents. However, they constantly ask for the same documents, and will not start the process. I have sent documents in on 5 separate occasions. Now, specifically they state that the checkstubs I sent did not have an employer name on them. So I sent in copies of the canceled check with the " XXXX '' ( my employer ) clearly on them. The monthly salary amount on these checks matches my checkstubs. Still they have taken no action.

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 2015-12-11 00:00:00
Product: Credit card — 
Issue: Other — 
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
I checked my credit score in XX/XX/XXXX and it was in the high XXXX 's. This last week, I was applying for a construction loan and my mortgage loan originator told me my credit score dropped about XXXX points due to a charge-off from Citibank Credit. I had paid off my Citibank Card in XX/XX/XXXX to XXXX balance. Citi at some point in the XXXX tacked on on {$4.00} in interest, but I did not know. They closed my account on XXXX/XXXX/XXXX and did a charge off for the {$4.00} which dramatically affected my credit. I had been a loyal and faithful customer since XX/XX/XXXX but this kind of practice is absolutely absurd. They should have either a ) canceled out the remainning balance on good faith since I 'd been a good customer or b ) notified me that this balance remained so I could quickly pay it off. I need this report to be corrected so that the credit agencies can bring my score back up to the high XXXX 's and I can move forward with this mortgage loan.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-01-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
My wife and I have a VA mortgage with CitiMortgage. Three years ago we, like many Americans, fell behind on payments and were in danger of foreclosure. We were able to work out a repayment plan to catch up. Citi configured a 35 month repayment plan that was supposed to catch us up if we made an elevated payment for the 35 month period of the program. We owed approximately {$3500.00} when the plan was implemented. We made every payment for the defined amount before the deadline each month during the program. In XXXX of 2015 we made our final payment and called 10 days later to verify the completion of the repayment plan and status of our mortgage expecting to hear we were caught up. Much to our surprised we were told we were even more delinquent than when the program began, owed over {$5000.00} and were still in danger of losing our home. Citi immediately offered to work out another repayment plan to catch up on our mortgage. We appreciate your help in getting this matter resolved quickly.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-10 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Hello : Back on XXXX XXXX, XXXX my Citi Bank XXXX card was overcharged by {$790.00} from a vendor in error. I called Citi to alert them that the charges were not authorized and they issued a temporary credit to my account for {$790.00} until the dispute was resolved. I filled out Citi 's paperwork required to initiate the dispute officially and returned it to them promptly. The vendor issued a partial credit of {$390.00}, leaving the balance still disputed of another {$390.00}. Citi Bank then wrote on my statement " The following conditional credit was reversed since it was determined to be a valid charge. XXXX Sears XXXX {$390.00} '' and my balance due on the card went up {$390.00} accordingly as a new charge. When I questioned, Citi said the partial credit was still pending and that statement they wrote was a poorly written way to handle the partial credit issued by the vendor. I followed up on the disputed amount XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and each time I was told the dispute was still pending and the permanent credit could not be confirmed. Today XXXX/XXXX/XXXX I was total the permanent credit of {$390.00} was applied back in XXXX and it was unfortunate that a letter was not sent out to me stating so nor could any of their representatives see that information. When I asked why I still have a {$390.00} charge open on my account, they said it was a coincidence and that I owed that money in other charges. I reached out to the vendor during this time to ask them why they only issued a partial credit and they apologized and said that was a mistake and they would initiate the balance credit for {$390.00} within the next 5-7 business days. Citi told me that if the vendor does that, they will not allow it to hit my account since they already issued me a permanent credit back in XXXX but it was only for {$390.00}. Why am I not receiving not receiving the entire {$790.00}? Citi seems to be collecting and benefiting my dispute while continuing to charge me.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-16 00:00:00
Product: Credit card — 
Issue: Other — 
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
In XXXX of this year I had my lawyer write a letter to Home Depot stating that their deferred interest program was misrepresented. They never said that the interest that was being deferred would be tacked on to the balance once the deferred period was over. They lead me to believe that I would only be paying interest on my current balance. My lawyer sent the first letter in XXXX with no response and then sent the second letter in XXXX of this year. As of today we still have not received a response from Home Depot. I would like this resolved. How can they be able to do this to people and then not even respond.

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 2016-12-05 00:00:00
Product: Credit card — 
Issue: Other — 
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I have contacted Citi Cards numerous times about not being able to log in to my CitI Credit Card account. I was previously able to for some time but I no longer can. I must call and listen to the automated recording or speak to a representative. They tell me the reason why I can not log in is because I do not have the full account number/card number. I closed the account many years ago and shredded the card which is why I no longer have the card number. I was under a payment plan also which I 'm no longer on because I receive XXXX ( XXXX ) and it does not always come by the XXXX when my bill was due but I am still making payments as I always have. This is the reason I feel I am no longer able to access my account because it wasnt a problem before. They want their money but all I want is to be able to log in my account. And one more thing, regardless of how much money I owe, it does not give the right of ANY CUSTOMER SERVICE REPRESENTATIVE TO SAY TO ME IT 'S BECAUSE YOU OWE US A LOT OF MONEY! I thought Citi was better than that because that what y'all preach. Everyone has had to overcome hard times just as I have.

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 2017-02-25 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
I received a second letter on Citi letterhead regarding an account XXXX XXXX had. 
XXXX XXXX had been decease since XXXX XXXX, 2009 and I, XXXX XXXX XXXX ( her daughter ) am the Executor of her estate. The letter states, If I believe the account was enrolled without consent of knowledge, I could go to www.Citi.comXXXX and submit a claim for potential refund. The letter also includes a customer reference #, and tracking #, but the website will NOT allow me to submit a claim.

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 2015-06-27 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
I have receiving a pre-recorded message of a women voice debt collection agency on from Cti Finiancial with a account that is not mine. I believe I still have an account with which I was making payments, but due to hardship in 2013, I did n't have the money to continue payments. Now, I 'm on a fixed income. They keep calling but do n't say for who it is for. Please can your agency help!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-31 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
On XXXX/XXXX/2016 I received an e-mail from Citi group advising that my Diamond Preferred Citi credit card was closed due to inactivity. I called right away but was not able to speak with a representative. On XXXX/XXXX/2016 I called and spoke to XXXX who advised she was an " account manager ''. XXXX confirmed that the acct had been closed ; I advised that I did not want my account closed and that I was concerned about it effecting my credit score. I asked for the card to be re-opened to which she responded could be done by me applying for the same card that they just closed. I asked why I did not receive a heads up that the card was going to be closed to which XXXX responded " this is exactly why we do not send heads up because the customer will go out and use it once and then never use it again and we do n't want that ''. I could not believe what I was hearing, I understand Citi bank wants to make money but to relay that information in such a manner to the customer is ridiculous. I advised that I am sure the higher ups would not want her telling customers that that is the reason they do not provide a heads up and she should not tell anyone else that. As someone who works in customer service customers like to feel like more than just a number. I do not any any inquiries on my CBR so I declined and asked who I could speak with to have the card re-opened without a CBR pull. She said she is the only one I can speak to. I had to threaten to write a complaint before she would escalate my call. I then spoke to XXXX who said he was an " officer in charge ''. I repeated my request to XXXX advising that since my card had been closed due to inactivity and it was just two days ago that it should be able to be re-opened without the CBR pull. He asked me 3-4 times if I wanted to apply after I made it very clear that I did not. I have XXXX other cards that are associated with Citi bank outside of the one that they closed. I am requesting my account be opened.

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 2015-06-25 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: NE

Complaint narrative:
Paid off a loan with Ocwen in the amount of {$110000.00} by wire on XXXX XXXX, 2015. Since that time they have sent XXXX new payoff quotes, each time increasing the amount due. They have assessed a property maintenance expense in the amount of {$1200.00}, {$1000.00} of which accrued in XX/XX/XXXX and XX/XX/XXXX after the closing. I was at that property every day and no representative from Ocwen ever showed up there. I spent a fortune preparing that property for sale. There was no maintenance. I was in possession of the property. Ocwen has deliberately and wilfully suspended this payment refusing to properly apply it to the loan and clear the amount all the while accruing interest and charging a fraudulent fee of {$1200.00}. 
I

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
I got behind on my mortgage payments in XXXX 2015 because my mortgage company, Ocwen, raised my payment about {$500.00}. We were paying our own taxes of XXXX per year and Ocwen decided they would pay them. They wanted to escrow {$3000.00}, consequently we could not afford our payments. I asked for an escrow audit and beginning XXXX XXXX, the payment was reduced. We can afford our payments now, but we are {$5000.00}. in arrears. Ocwen suggested we complete a HARP application, which I did. I was assigned a relationship counselor, who failed to show for 4 straight appointments. When I asked for another counselor, Ocwen told me that was not possible. Ocwen kept asking for documents that I had already submitted. This has been dragging on for 3 months. They will not accept our XX/XX/XXXX payment because of the amount in arrears. We are getting farther and farther behind. We would like to modify our loan from 20 years to 30 years, and change our payment date, because my husband does not get his social security until the XXXX Wed of each month. Ocwen has failed to respond to our calls. Their only response is " Can you pay {$6000.00}. today? We have lived in our house for almost XXXX years and do not want a foreclosure. I would also like to change mortgage companies. We 've had several different companies, but Ocwen is the only one we 've ever had trouble with.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
Mortgage Facing Foreclosure, Ocwen refused partial payment of XXXX payments when XXXX payments were owed on XXXX. offered to catch up remaining on XXXX XXXX. Husband, lost employment. She refused {$2800.00} Loan # XXXX. I called on XXXX At XXXX. XXXX XXXX XXXX XXXX XXXX.I also told them my husband was a veteran and that I was giving them a chance before I file a complaint, and to record the call and note the account.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: NV

Complaint narrative:
On XXXX XXXX 2016, we received a new statement for XXXX XXXX 2016 from Ocwen Loan Servicing. This statement reflects that Ocwen has raised our payment from {$690.00} to {$720.00} per month. Our modification agreement clearly reflects a 2 % interest rate. Our statement on XXXX XXXX 2016 from Ocwen clearly reflects that they were putting {$300.00} towards the principal, {$240.00} towards the interest and {$140.00} towards the escrow for taxes and insurance, totaling {$690.00}. Per our XXXX 2016 statement, Ocwen is charging us {$300.00} for principal which is more than previous, {$240.00} for interest and {$170.00} for escrow which is more. Now, several days ago I contacted Ocwen Loan Servicing regarding this issue. I asked them to send me an annual escrow account disclosure statement. On XXXX XXXX 2016, we received this statement. Please refer to scan # XXXX. Ocwen reflects on this escrow history the amounts paid into the escrow. The issue is, we have paid two months in advance, per our statements. The escrow sheet clearly reflects that Ocwen received the last escrow payment in XXXX 2016 and nothing in XXXX, XXXX or XXXX 2016. With this information provided, we should not be short in our escrow account because our insurance is not due until XXXX and our taxes are not due until XXXX 2016. This means, we should have more than enough funds within our escrow account to pay out taxes and insurance when they become due. Ocwen did not need to raise our monthly mortgage payments due to there mistake! If Ocwen Loan Servicing can not service this loan correctly, then we should be allowed to pay our property taxes and insurance ourselves. There is nothing with in our modification agreement nor our original loan documents that reflects that we are not allowed to make these payments on our own. Ocwen is clearly un-professional and Ocwen must allow us to pay our taxes and insurance ourselves.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-23 00:00:00
Product: Debt collection — Credit card
Issue: Improper contact or sharing of info — Contacted employer after asked not to
Company: Thomas & Thomas Attorneys and Counselors at Law, LLC
State: OH

Complaint narrative:
The debt collector used a third party to verify my employment. This third party had my social security number? My boss thinks I 'm trying to get a new job as she said loans & jobs are the only legal reason for job verification. Is that true? The third party said they did n't know why the company wanted to verify my employment only that they were asked for the information. Are companies allowed to share my social, address, etc with other companies? Why would n't said company just call themselves?

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