vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-03-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: UT

Complaint narrative:
Mortgage Lender Roundpoint Mortgage has raised my monthly payments from US {$2900.00} to US {$3200.00} in XXXX 2016 installment without informing me in advance and without any explanation. My bank has paid the difference in overdraft. I called Roundpoint customer desk and informed me that they can not do anything about it because its the County Tax that was raised and hence the revised monthly payment.

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 2016-09-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: RoundPoint Mortgage Servicing LLC
State: NV

Complaint narrative:
My mortgage loan was modified in XXXX XXXX. However, my servicer Roundpoint, has not reflected my loan as modified since then. I have been fighting with them now for two years and I finally hired an attorney earlier this year to help me. As you can see from the attached my loan was modified in XXXX XXXX directly by the owner of my loan. As you can also see from attached my mortgage statement for this same loan shows me due for XXXX/XXXX/XXXX back in XXXX and now XXXX/XXXX/XXXX. I have no idea how they are coming up with these dates as my loan was modified and should have been brought current as of the date of my modification on XXXX/XXXX/XXXX. My attorney was advised by Roundpoint that they requested me to submit another full application so they could attempt to fix this issue. My attorney submitted my full and complete application on XXXX/XXXX/XXXX and to date Roundpoint has not yet issued a decision. They keep asking for more paperwork every month and then let it expire and then ask for it again. I am told by my attorney that RESPA Reg X requires the lender to make a decision within 30 days of the application REGARDLESS if it is not completely complete. My attorney has an in house underwriter that put the file together and they state the lender ( Roundpoint ) has enough information to make the decision. I am not eve sure what decision they need to make as they have ROYALLY messed up my mortgage and it is on them to fix it. # 1 ) I was modified and my servicer never reflected it in my statement # 2 ) This is not my fault and the fact that my account is now past due and really messed up is either the servicer 's fault or my investor 's fault. It DEFINITELY is not my fault. # 3 ) My servicer needs to STOP EVADING reviewing my file as my attorney is billing me for work each time Roundpoint stalls and does n't make a decision as required by RESPA Reg X. I am being financially harmed by this illegal action. In another week it will have been 5 months since I applied for assistance in fixing my servicer 's mistake!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Please make them stop running me in circles and make them FIX THEIR MESS!

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 2016-04-17 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: KEYCORP
State: FL

Complaint narrative:
My daughter has informed me that she has contacted this company informing them that I did not sign for this loan and knew nothing of it, which I informed them of a few years ago when I saw this XXXX debt listed XXXX times on my credit report. This company keeps holding me liable for a loan I knew nothing about. Also, they have the same loan listed on my credit reports 3 times. I was astounded to see they have had this on my credit reports since 2007. I want this deleted. This has been stressful and playing a major impact on my health. If they do not delete and hold the liable party, I have to seek an attorney, I can not keep going through this. 
Account : XXXX Key Bank XXXX Key Bank XXXX Key Bank XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: DE

Complaint narrative:
I submitted a request for the removal of PMI after my loan reached XXXX % LTV ratio in XX/XX/XXXX. I received confirmation of my request on XXXX XXXX, 2015. This stated that they received my request, and that I would receive a written determination within 30 days. 

On XXXX XXXX, 2015 I received a phone call stating that I had submitted the FHA form, and I needed to submit the conventional. While on the phone, I brought up the form, and confirmed that I had sent the conventional. I placed on hold and the customer representative came back and stated that I had filled out the correct form, but I had not checked any boxes. I confirmed that I had not check any boxes, because none were relevant to me. 

Again I was placed on hold, and when the customer service rep came back on, she stated that the requirements for removal were a XXXX %, LTV. I stated this was incorrect, my loan documents stated it could come off at XXXX pct, with automatic removal at XXXX pct. Again I was placed on hold. When the representative came back, she asked that I email a copy of my loan documents, which I did. 

On XX/XX/XXXX, after 3 months of no reply, I called to check on the status. The representative stated that they did receive my request, but needed me to fill out a new one. When asked why they needed a new one, the representative stated some of my information may have changed. I stated the form only asks for my loan number, address, and SSN, which have all stayed the same. Again I was placed on hold. After 5 minutes the representative returned and said they did not have an image of the request. When pressed whether they lost it, she would not comment. 

After 100 days, I am still at the beginning process of the removal of my PMI. Due to this delay, I have paid an additional 3 months worth of PMI.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-24 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Settlement process and costs — 
Company: KEYCORP
State: FL

Complaint narrative:
I entered into a Short Sale agreement with XXXX being the 1st Mortgage Holder and Key Bank the 2nd Mortgage Holder. The purchase and sale agreement is dated XX/XX/2016. I have approval for the short sale from XXXX but Key Bank is giving us the run around. Escrow has asked for a payoff and apparently received the incorrect XXXX of XXXX. I have been trying to explain to Key Bank what has happened but all I get is the run around. My latest calls have taken 1 - 2 hours with no results. They will transfer me to Loan and Liens than Recovery Dept. than Recording ( which was closed ) than Escrow ( I have explained to them they are not the closing agent they are the Lien Holder on a Line of Credit than I will get transferred back to Line of Credit. They definitely do not know what they are doing. My recent call on Friday XX/XX/XXXX they transferred me to the Collections Dept. I tried to explain to them that this loan had been written off with a XXXX Balance. I am needing the Release of Lien and if they are unwilling to release it XXXX has offered to settle with {$6000.00} to them.. Than after being on the phone with them II was transferred to the Work Out Dept, no one was available so than I was transferred to the Escalation Team and no one was available there either. 
This is the fourth purchaser for the property and we run out On XX/XX/2016. We need to hear from Key Bank ASAP. You would think they would be delighted to accept something rather than XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-30 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: KEYCORP
State: UT

Complaint narrative:
My Bank ( Key Bank ) gave money to a person claiming to be me at the teller window. They said the transaction was " authenticated '' ( Bank Speak for had Proper Documentation?? ). When I discovered the error I asked for my money back. However, they were not willing to return it. The amount in question is {$940.00} ( document attached ).

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-08 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: ProCollect, Inc.
State: TX

Complaint narrative:
ProCollect refuses to provide any further information to verify the debt other than the name of the company and the amount. There is no contact information for the medical company as it appears they are no longer in business. The medical group appeared to provide services in XXXX 2009 but we have never been contacted by phone or in writing until after the account was placed into collections and reported to the credit bureaus. We did not even get a chance to provide insurance information to the original provider.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-29 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: ProCollect, Inc.
State: FL

Complaint narrative:
Our Landlord, XXXX XXXX, wrote a letter in XXXX 2015 and told me and my fiance that we owed them an amount of money that was incorrect. We had no security deposit. Our lawyer wrote to XXXX XXXX and the person XXXX XXXX, our lawyer spoke to at XXXX XXXX agreed the amount owed was incorrect. She agreed to send another letter with the correct amount owed by us to our lawyer. She never heard from XXXX Properties again, and nor did we. In XX/XX/XXXX we received a letter from a collections agency. We did not immediately respond to the collections agency because we had already had a run around with the landlord. My fiance did tell the collections agency that we were represented by an attorney. The collections agency reported this alleged debt to the credit agencies before we ever were able to agree or disagree about the corrected amount owed with our landlord. Our attorney wrote to both the collections agency and the landlord regarding the laws that they had violated and neither has responded to our attorney at this time.

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 2016-11-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: KEYCORP
State: CT

Complaint narrative:
I previously applied for mortgage with First Niagara ( now KeyBank ). We made it to the cleared to close stage and had scheduled a closing. However, we discovered the seller actually did not have bank approval to sell at the agreed price and we withdrew from the sale and mortgage. We received an application withdrawal acknowledgement from the underwriter. No closing occurred and no mortgage documents or promissory note was signed. However, recently KeyBank has created the mortgage accounts for the amounts in the withdrawn application and is attempting to withdraw payments from our checking account. I also discovered that they have furnished the information on this mortgage to credit reporting agencies. We then sent a dispute letter via certified mail to the bank and hand delivered copies to the local branch manager and our loan officer. Since then the bank has had the collection department contact us and demanding payment on this non-existent mortgage.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-11-10 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: KEYCORP
State: FL

Complaint narrative:
Key bank, XXXX & XXXX are reporting incorrect : 1 ) That my last payment to Key bank is XXXX XXXX, and is not, my last payment is XXXX XXXX. 
2 ) I paid late fees in XXXX I was never late. Please have bank credit back fees. 
3 ) They show 30 days late XXXX, XXXX XXXX was not 30 days late please have them correct this is affecting me

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: MD

Complaint narrative:
I remortgaged with roundpoint loan number XXXX just under 2 years ago. A couple of months back I rang them to ask about re-valuating my property. The women on the phone said to me that if I was at 78 % I could get my mortgage insurance removed. Knowing I was very close I decided to get a valuation on my house. The valuation came in at XXXX, which means 78 % means an amount outstanding of XXXX meant I could get my MI off. I owe around XXXX. Now supposedly they tell me that since my loan is seasoned less than 5 years it has to be at 75 % at loan to value ratio, before my Mi can come off. This figure was never mentioned to me when I spoke to the agent. The recorded conversation with roundpoint advisor where I repeatedly said will it come off if it is at 78 % the answer was yes.. This is also was their website says. Now they say I can not remove my MI eventhough I am under 78 %. I want them to pay for my valuation since their agent gave me the wrong information.I only got the valuation done knowing I was close to the 78 % mark. Also I have been told legally as soon as you are under 78 % the MI has to come off. I have not missed any payments. I did fill in their form and on it does say you have to be 75 %. However since I was not clear I rang their advisers to ask them who told me it should come off at 78 %. I told Roundpoint that the mortgage has been mis- sold to me and the information I was conveyed was also incorrect. I also asked them to listen to the recorded conversation I ahd with their adviser who informed me that it will come off at 78 %. I did not get a reply. The only reply I got was to say my MI could not be cancelled and did not mention anything about the conversation I had asked them to listen to. Please can you let me know if legally they can avoid my MI coming off eventhough I am under 78 %. Also are they not legally obliged to give me the correct information when I ring them. I would like my MI to come off.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: MD

Complaint narrative:
1. In XXXX 2016 I had a case number on cfpb : XXXX. It seems the case was dropped. I am not sure why. Please advise. 

2. I forgot the password to get access to my account on cfpb. Cfpb does not allow me to get a new XXXX ( but to reset the old XXXX requiring to enter the old password, weird ). Please advise. 

Thank you. 
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 2016-12-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: IMPAC MORTGAGE HOLDINGS, INC.
State: CA

Complaint narrative:
I got a call from Cash Call on XX/XX/2016 and was offered to refinance my mortgage at XXXX % with no costs and no appraisal ( I had recently gotten an appraisal with them, but was given a " bait and switch '' to a higher rate, so I declined that loan. ) This time, they said the previous loan handler screwed up, and they would help me make this one go through. I filled out all their paperwork, emailed them copies of all supporting documents they wanted. They then said they were waiting for a response from the credit union that was holding the loan for my solar panels, which needed subordinating. I waited and waited and kept calling them and asking why the loan was being held up. They kept saying the credit union did not respond. I then contacted the credit union and I now have proof that Cash Call did not notify the credit union until XXXX ( and they promptly responded on the XXXX. ) In other words, Cash Call dropped the ball and did not get the subordination they needed until almost XXXX weeks later - at that time, rates had gone up, so they no longer wanted to honor the offer they made me. Meanwhile, my credit score has the ding of the extra credit score pull, I have wasted all that time and effort getting them docs, and they want to weasel out! It was their fault! They dropped the ball -- not me! 

To make matters even worse, this is the second time!! The first time ( a few months ago ) I even went through the entire hassle of going through a home appraisal. I kept telling the loan agent that I would only refinance for a no cost rate of 3.75 % and they kept saying " we will work something out. '' After completing everything, filing for the loan, getting the appraisal, etc, they did a bait and switch and came back complaining saying " Come on! After all that work, you wo n't accept a higher rate? We ca n't do the lower rate we had mentioned. '' -- - I reminded them that I had been telling them all along I would not agree to a higher rate. They cancelled that loan, and my credit score plummeted. Now they are at it again!!! What is going on? Do they get money for getting people to agree even if the loans do n't go through???? 

If you need proof, I have all the phone calls recorded myself ( and they do too ) for which I can provide you the XXXX files, and I have all emails.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-12 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NV

Complaint narrative:
I sold a home that closed XX/XX/XXXX. The balances of the first and second mortgages were paid off but I had overpaid both mortgages. I have an overpayment of approximately {$1100.00} due back from my second mortgage with Citizen 's Bank. I have remained in contact and provided my current address to them since I knew I had an overage due back from them. To date I have not received repayment from them and have called them numerous times.they acknowledge the overpayment and claim to file inquiries on each of the 3-4 times I have asked them for the money and claim that they will keep me advised but I have NEVER been contacted by them regarding the status of the money and each time I call they repeat the same action. My last call on XX/XX/XXXX I insisted upon having them mail a check via XXXX so that it could be tracked. Having heard nothing from them I called again today and, as every other time before, they repeated their action of launching an inquiry. I explained this was unacceptable and spoke to a manager who said she will get back to me and forward this to the back office, since they handle the checks. I asked for a direct number to someone in this division but was told that they do n't have those numbers so I am left to once again wait and hope they handle this but I have had similar conversations before and fear that this will result in another delay. It is now 70 days and I have not received the money that is due back. This is a lending institution that recently had to pay a XXXX dollar judgement for defrauding consumers. I fear that this behavior has not been rectified and not only have they not paid out the overage but they continue to make interest on the money, regardless of how minute the amount. Multiply this for every consumer who might be having this issue and the amount multiplies exponentially. I advised the rep for Citizen 's Bank today that I would be filing a complaint with the CFPB today because of the continued inaction on their part. Should the money finally show up, I will retract my complaint but feel that this specific institution should be investigated as this may be a norm for them and others may be subject to this practice. 

I appreciate any assistance you can provide.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-20 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: Williams & Fudge, Inc
State: AZ

Complaint narrative:
XXXX : I reviewed my credit report and saw a collection from XXXX XXXX. I do not owe this debt. This company never attempted to call me or write me a letter, so that I could dispute this debt. My contact information is the same. I am requesting that this debt of {$5200.00} be removed from my credit report from this company. I would have appreciated a letter or call, because my credit was impacted. Please remove this debt from my report.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-12 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ERC
State: CA

Complaint narrative:
On XXXX XXXX, 2015, I wrote a letter to Enhanced Recovery requesting that the debt they say I owe be validated ; not disputed, but validated. I asked that their office provide me with competent evidence that I have any legal obligation to pay them. I requested that they send me the following items : What the money you say I owe is for ; provide a detailed list of any and all services or goods purchased and a line by line itemization of charges. 
Explain and show me how you calculated what you say I owe. 
Provide me with copies of any papers that show I agreed to pay what you say I owe. 
Provide a verification or copy of any judgment if applicable. 
Identify the original creditor. 
Prove the statute of limitations has not expired on this account. 
Show me that you are licensed to collect in my state. 
Provide me with your license numbers and registered agent. 

I demanded that they send me a deletion letter immediately if they could not provide me with competent evidence that I have any legal obligation to pay. 

Enhanced Recovery did not send me anything but a balance amount and a dispute letter. This is not what I requested from their company. If they can not validate this debt with evidence, I demand that this debt be removed from my credit report and a deletion letter be sent to me immediately. 

I have attached a copy of my letter I sent and a copy of their letter in response to me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief