vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-05-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
I applied for a Quicken Loans Rocket Mortgage and I was working with another lender as well, I was negotiating with them about the cost I am getting from another lender. 

The mortgage banker at Quicken Loans told me that he'll beat the costs of another lender and he provided me the estimate and I agreed to it. The document was sent to me on XX/XX/19 and it has the closing costs of {$26000.00} and amount of {$6800.00} was appearing as Adjustments and Credits. 

But then on XX/XX/19 only 3 days prior to the close ( closing was on XX/XX/19 ), I received the final closing package and the amount of Adjustment and Credits was {$2700.00} out of which {$500.00} was the deposit which I gave to Quicken and the remaining was the prorated tax credit I got from the sellers as they were liable to pay the taxes from XX/XX/19 to XX/XX/19. Although the total cash to close was less but that was because I didn't opt for some of the optional services which were there in the initial estimate. 

I remembered during initial call, the banker did tell me that he has taken the permission from the VP to apply some additional discounts to bring down my closing costs and then on XX/XX/19 when I saw the final numbers, I gave Quicken a call to explain why the discounts were removed. He told me that my final numbers are less but I told him that's because I didn't opt for some of the services and because of the title company costs and it has nothing to do with Quicken costs but he didn't listen. Then they bankers stopped calling me so I left a feedback on the portal. I got a call from a lady just a day prior to the close that they'll do whatever they can and it won't impact my closing process. 

I didn't want to lose the property and because that lady assured me I thought it's OK to close the loan and they'll adjust the amount later. Then my case was transferred to a guy and now he is saying that we can't adjust it because you signed the closing documents. 

First of all nobody was talking to me prior to the close and now they are saying this. I just asked them a question that what was the math behind {$6800.00} adjustment and credits if it was not discount and nobody is able to explain that. Sometime they say it was a discount and sometimes they say it was prorations but even then there has to be some math behind it. 

The bottom line is that they applied the discounts first in order to beat the price of other lender but then they took it off when they saw that actual cash to close is already low because of other factors. The other lender was offering me exactly the same thing in just {$2200.00} origination costs and they charged me {$7000.00} for that when they promised that they'll beat the price. 

I have worked with almost all the departments of Quicken by now but they are not ready to listen to anything and they are just cooking up new stories everytime.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: TN

Complaint narrative:
Received a mortgage modification from XXXX XXXX  XXXX XXXX the # Trial Payments were made from XX/XX/2017 - XX/XX/2017 amount of {$1600.00}. 
The mortgage servicer changed from XXXX XXXX XXXX to Rushmore Loan Services XX/XX/2017. Rushmore refused to honor the modification with XXXX XXXX XXXX after I made all trial payments. Rushmore Customer Service stated I would be receiving the permanent modification agreement. I never received those papers Rushmore  has increased my mortgage payment to {$2100.00} and scheduled my home for foreclosure sale. I requested they please correct my mortgage payment. They have been difficult to work with and refuse to assist me. I do want to pay my mortgage and I don't want to lose my home. 

Please! Please! Please Help

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: CAVALRY INVESTMENTS, LLC
State: CA

Complaint narrative:
I contacted XXXX XXXX to pay an old debt, they referred me to Cavalry Portfolio Services, I contacted them from a place of business not my employment. When asked if this was a good contact number I specifically told them it was not and I was using someone's else phone and not to save this number. I spoke to XXXX XXXX XXXX, XXXX XXXX who says her initials are XXXX ( Convergence their outsourcing company ) and XXXX XXXX. When I called them they told me the debt was inactive from XXXX and they couldn't accept payment. XXXX XXXX told me they sold the debt to them. I was then advised by XXXX that she had to give me a new address of XXXX XXXX XXXX XXXX, XXXX, WA XXXX and I advised her that is not what is reporting on my credit report as what is reporting on my report is XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, NY XXXX. I'm confused if this is even the same or correct company. 

I feel violated and embarrassed that they call my realtors place of employment for me for a debt that is 10 years old, charged off that I called to pay. No one seem to be able to help or take payment. When I spoke to XXXX she asked me to call her back in one hour then shortly thereafter XXXX XXXX called my realtors office and had no idea I had spoken to her. She put me on the phone with a XXXX but now. How do I know I owe these people no one seems to know anything or be in communication with anyone. The number that called me was XXXX at XXXX on XX/XX/XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Old information reappears or never goes away
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
XXXX XXXX continue to report information to credit bureaus past legal reporting period as per New York State.

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 2019-05-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: PA

Complaint narrative:
1 ) Transferred electronically XXXX $ to XXXX XXXX on XX/XX/XXXX using HSBC online banking 2 ) waited for 3 business days and contacted 2nd and 3rd day to HSBC customer service and inquired on transaction status. A ) the online chat representative said - the cash will be deposit to payee in the form of Check ( which I never instructed them to pay in the form of check ) B ) at the same time I called to customer service via phone and the person mentioned that - since you did electronically the deposit will be happen by the end of 3rd business day. It was so frustrating that, why money is depositing in the form of check? with out having any knowledge from my end. 
I was totally confused by the statement -- -- -- '' a number of different factors are considered to determine how the payment will be sent, we can not tell which method of payment will be used until the payment is processed. Based on factors considered, our payment system selects the most appropriate method. 

Electronic payments are sent whenever possible. If the payee does not permit or accept electronic payments, then those funds will be remitted to the payee through the use of a paper check issued by HSBC or its agent and payable to the payee, as instructed by you. This paper check will state that it represents a payment from you and will indicate the account number of your account or reference number with the payee. '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- this is a system generated message and they keep on mentioning this point only. I have more than 10 years of experience in doing online transactions and never ever come across with such a bad experience. 

i want to close my checking account, however i would like to report this to government. please help.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT

Complaint narrative:
This complaint is against Citizens Bank of Rhode Island, regarding my checking account ending in XXXX, and an unauthorized E-Check number XXXX ( copy attached ), dated XX/XX/XXXX for {$9700.00} posted on XX/XX/XXXX for which they withdrew funds from my account to make payment to the unauthorized maker of the E-Check. On XX/XX/XXXX I discovered this fraud and Citizens acknowledged same on XX/XX/XXXX. For seven months I have been in constant contact by telephone and letter with Citizens, and they persist in refusing to restore the fraudulently disbursed funds. I filed a complaint through the Office of the Comptroller of the Currency ( complaint # XXXX - copy attached ) which Citizens has acknowledged, but failed to answer ( reference Citizens Letter of XX/XX/XXXX and my letter of XX/XX/XXXX ). Additionally, XXXX has failed to provide information relating to the identity theft that was perpetrated by the unauthorized maker of the E-Check ( reference my letter of XX/XX/XXXX ), Citizens responded with routine bank statements. Citizens has not complied with the requirements of 12 CFR Part 1005, they did not credit my account within 10 days of notification, and have taken longer than 90 days to complete their investigation. Additionally, Citizens has not complied with the FTC Fair Credit Reporting Act Section 609 ( e ) - copy attached. I respectfully request that CFPB direct them to comply with the law, inclusive of them paying me interest ( starting at XX/XX/XXXX paid at their prevailing personal loan rate ) since their gross failure to comply with the 10 day stipulation of the law has prevented me from using ( or investing ) my funds. I strongly suggest that CFPB also audit Citizens specific to compliance with " Regulation E '' as their customer service staff and management either do not have qualification or willingness to adhere to law.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened as result of identity theft or fraud
Company: DISCOVER BANK
State: DC

Complaint narrative:
I became aware of this fradulent account in XXXX. 

Since XXXX I've been trying to work with Discover, asking them to validate this information and provide me with any information they have that they believe shows them that this account belongs to me. 

Since that time, they've sent me reams of card statements and have made claims that they've conducted investigations where : 1. They approved an account but didn't open in for 6 weeks. 
2. They responded to a stolen credit card and provided the account holder a new one. 
3. They didn't mail account statements the first time around, they emailed them, but won't share the email address that was used to deliver said accounts. 
4. They claimed they called me and talked with me to verify the accounts, then claimed that they talked with me again in XX/XX/XXXX ; which they couldn't have because I suspended my cell phone access in XXXX when I left DC to go work on a senatorial campaign ( info with which I've shared ). 
5. I've provided them with an ID theft affidavit with police report number from FTC, yet they still continue to report this account to XXXX. 

All I want is to see the information that I've requested since XXXX ( I've attached the most recent series of correspondences ) and help them clear up this matter. The fact that they won't share this information concerns me because then they are willfully sharing incorrect and damaging information about me

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Midwest Recovery Systems
State: TX

Complaint narrative:
I served notice to Midwest Recovery requesting debt validation on XX/XX/2019. Due to the fact that they have not provided an updated address to the credit reporting agencies, the letter was forwarded multiple times but was ultimately received at their headquarters in XXXX XXXX, Missouri. 

In the meantime, I filed a complaint with CPFB ( XXXX ) stating the same ; that Midwest Recovery has failed to validate my debt. I also disputed this debt with the credit reporting agencies. Midwest Recovery answered the CPFB complaint and stated that they would seek verification from their client, XXXX XXXX, and mail me a validation of the debt. They have not done so. 

However, they HAVE answered the disputes that I filed with XXXX, the credit reporting agency, where they validate the debt and state that it complies with the FCRA. They last did this on XX/XX/2019. However, they have still failed to provide me with ANY documentation pertaining to this debt.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A.
State: NC

Complaint narrative:
On XX/XX/2019, I was arrested on a XXXX XXXX. During my XXXX my ex boyfriend withdrew {$1100.00} from my bank account. I was released on XX/XX/2019. the  following day I went to my local PNC bank and explained the situation. I was told to file a dispute and my money would be refunded due to him taking my money while i was incarcerated. I provided the proper paperwork to show proof and the bank even printed out a report on how the money was withdrawn while I was XXXX. I filed 3 disputes and as of yet the bank denies returning my funds. I even showed proof on how fraud charges and breaking and entering charges were filed with the local police. I was told I should not have a problem with the money being returned due to having enough proof. As of today, they denied me again and claim it was denied due to merchant history. PNc bank had me running around getting all necessary paperwork for NOTHING. If i gave them enough proof, why am I being denied what I had left in my account before I was XXXX. Video surveillance even shows him Taking the money.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Debt collection — Auto debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: Central Atlantic Sales Inc. T/A Priority Buy Here Pay Here
State: VA

Complaint narrative:
XX/XX/2019 my account manager XXXX XXXX at XXXX XXXX XXXX IN XXXX, VA XXXX talks to me every rude because my car payment was late advised I was going through some financial issues and then she begin to ask me why cant XXXX people never pay there bills on time .. I have had issues with her or more then one occasion. I have addressed her manager and he assured me I would never be spoken to in a rude manner again. and nothing has changed.,. it has been to the point where ive disconnected the call due to rude behavior and she has call back threatening to take legal action on me and I cant handle it .. she calls me all day every hour on the hour. its to the point where I have to cut my ringer off.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
I called into 53 Bank today to check in as to why I was not having up to date credit reporting on my secured card with them and the representative informed me that they was a fraud alert on my card. I informed the representative that I was still able to use my card with no problem and that I was unaware of a fraud alert. I was transferred to a lady who put me through a huge hassle of finding my credit card because she acted like she had no other way of verifying who I was although the many times I have spoken with this department I did not have to have the card in place to go through the verification. The problem I had was that the lady wanted me to talk about some transactions from XXXX here on XX/XX/XXXX. I was outraged at how I would once again have to go through another bombardment of interrogation especially when I just went through all of this months ago. I asked the lady what department as far as FDIC or CFPB regulated 53 bank credit card and she was unaware so I asked if she could speak with her  supervisor and find out and I don't know if they were incompetent or thought it was a joke but i found it ridiculous that the agent nor the supervisor knew what branch of government regulated them as a financial institution. It seemed very redundant to talk to a fraud department to protect consumers but one that was unaware of what government regulated the same laws they are trying to " enforce '' or " regulate.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: CT

Complaint narrative:
On XX/XX/XXXX I wrote a secured message to Citibank about some issues with their card and they replied in a timely manner ( about 4 hours ) in the email they agreed that if I made a minimum payment they would credit me all interest accrued in the last year. I called in and spoke with a rep that was unable to credit the entire amount but did verify it was supposed to be credited. Upon escalating to the office of the president XXXX XXXX claimed no more was going to be paid and that I was given bad information. He refused to honor what had been already promised to me

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: OH

Complaint narrative:
EffectiveXX/XX/XXXX we switched from XXXX XXXX  to XXXX XXXX  XXXX for our home owners insurance coverage. Wells Fargo, continued to knowingly put into our escrow account the same amount allocated for XXXX XXXX  ( {$760.00} ) instead of for the new amount for XXXX ( {$1700.00} ). They also fromXX/XX/XXXX  - XX/XX/XXXXonly put into our escrow account 6 months worth of property taxes ( {$1400.00} ) instead of the whole year 's taxes ( {$2800.00} ). So we just received a notice on XX/XX/XXXXfrom Wells Fargo stating that our escrow account is {$3000.00} short and if we pay the amount in full our mortgage payment will increase from $ XXXX/month to XXXX XXXX/month or our other option is to pay the shortage over 12 months and then our mortgage payment will increase to $ XXXX/month. I called Wells Fargo to ask them why we have a {$3000.00} shortage in our escrow account. Their explanation to me was that our property taxes and home owner 's insurance increased. I then called our home owners insurance agent and met with him in his office and I called Wells Fargo with the insurance agent present and after an hour and a half of talking with 2 different customer service agents, the customer service agent admitted that Wells Fargo knowingly continued to allow for the XXXX XXXX insurance amount even after we had switched our policy over to XXXX and now they are requiring us to make up the difference all at once now starting XX/XX/XXXXand that they only allowed for 6 months worth of property taxes instead of the entire year 's amount, which is why they are trying to convince us that our property taxes and home owners insurance has significantly increased. They are also telling us that they now require a minimum balance of {$760.00} in our escrow account at all times for which they did not notify us or disclose to us. Our insurance agent told them that this is not right to to do that to their clients and the service agent agreed with him that it is not right for Wells Fargo to do this. This is the 3rd notice in 3 years since our Mortgage was bought by Wells Fargo that states we are short in our escrow account and that our mortgage payment is increasing. Every year our mortgage payment is increasing.

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 2019-05-23 00:00:00
Product: Debt collection — Medical debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: TRANSWORLD SYSTEMS INC
State: PA

Complaint narrative:
I received a service from XXXX XXXX XXXX in XXXX, PA. XXXX billed my insurance company and there was a {$130.00} charge payable by me. XXXX sent the bill to the incorrect address and I was not aware of the debt until the bill was sent to collections and I was called by : Transworld Systems Inc. Systems Inc , XXXX XXXX XXXX, XXXX DE XXXX Phone : ( XXXX ) XXXX Acct # : XXXX Upon learning of the debt I immediately paid XXXX for the charges owed. As a result of XXXX XXXX   flawed billing a collection was opened and reported to the credit agencies.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: Rowland Avenue Management, Inc. A/KA Columbia Debt Recovery, LLC d/b/a Genesis
State: CA

Complaint narrative:
i have not recieved any notice in the mail from them that i owe them any money, i found out when i say a mark on my credit reports. i have emailed them through their website several time and still havent recieved a respones. if they have tried to call me it was either from a blocked or unknown number and they didnt leave any message

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-23 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: ERC
State: NJ

Complaint narrative:
enhanced recovery CO. LLC XXXX XXXX XXXX. XXXX, FL XXXX. I contacted this company with a second written request requesting original creditors documentation, I do not believe this information is mine or correct. I have never had XXXX phone service! They have not provided me a copy of any original contract with my signature attached. I am requesting all information be removed from XXXX  and XXXX. Again, I have never requested XXXX or had their services. 

thanks, XXXX

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