vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-05-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
It is with a very heavy heart I am writing you this email. My husband is XXXX military and I work as a XXXX. A week prior to meeting my husband, in XXXX XXXX, I closed on my XXXX house in up-state XXXX. I then went on a blind-date with my ( now ) husband and he XXXX move to XXXX XXXX, XXXX shortly after. We made the move across country in XXXX XXXX and I chose to become a landlord as I thought I could successfully rent my property with help of a property manager. The XXXX property management team was able to secure a renter for two years. However, at the end of that two year period we found out that the property manager had been lying to us and stole money from us that he stated were for repairs. The tenant moved out and we changed property management companies. The next one was unfortunately not much better and she continues to " bully '' us when asked why she is not even listing our house on her own website. We listed the property for sale in XXXX XXXX and received XXXX different offers but the buyers could not secure their own loan. In XXXX XXXX my husband XXXX. I called Bank of America ( our lender ) and stated that I would not be able to pay the mortgage as we could not sustain XXXX separate households. Bank of America had me jump through the usual hoops by completing financial paperwork showing that we just could not afford the XXXX house. Bank of America requested for an appraisal which showed that I owed less than the house is worth so they would not approve a short sale. I then asked for a Deed in Lieu but was denied as we had not lived in the house in the last 18 months which is a requirement for Deed in Lieu. In XXXX XXXX, when my husband XX/XX/XXXX, I was told that I would need to wait for the foreclosure to proceed and that I was out of options. Despite my best efforts of continuously calling Bank of America and begging for some type of movement, regardless if it is a short sale, deed in lieu, or foreclosure, I have still have not received any assistance and continue to pay the utility bills for this vacant house. I have even gone so far as to reach out to the C.E.O. of Bank of America who reads my emails ( read receipt through Outlook ) but refuses to even reach out to me or give me guidance where to go. My husband has now XXXX moving us to XXXX XXXX, XXXX and although we continue to move about this house is still leaving us with quite the heavy burden. My husband and I already go through enough with military requirements and separations and this house is standing in our way from truly feeling free. Thank you so much for your time and I hope you respond as I feel terrified that we have run out of options. Please help my husband I get out from under this burden! 

Sincerely, XXXX XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-09 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I was not allowed to dispute a XXXX dollar charged on my account. The charge was from XXXX. The charge is not authorized. The charge is for a pen scribble on a white chair. My wife and I noticed the pen mark when we checked in. The room was free and my card was swiped foa a " XXXX hold for incidentals '' .I never signed anything and I was not notified of the charge and I never agreed to my card being used as a limitless security deposit. XXXX Bank of America MasterCard I should be permitted to dispute this unfair and unauthorized charge per the fair credit trade act

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 2016-04-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: RI

Complaint narrative:
In 2014 I was issued a check from Bank of America legal division for {$17000.00}. Upon calling BOA to check the validity of the check, they advised me that the money was owed to me due to an audit on my mortgage account. They further explained that is was money overcharged while I was on XXXX XXXX military and my loan was not properly managed under the service members relief act. I now owe the IRS {$6000.00} for not reporting the money as income. How is that income if is my money that I already paid taxes on?

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 2017-01-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: MA

Complaint narrative:
I have had numerous problems with Navient since I began repaying my student loans. Navient is my servicer for the Parent PLUS loans my mother took out to help me pay for college, so although she is the account holder, we agreed that I would be paying the loans back. It is my back account set up for auto-debit, and I have had the majority of customer service interactions with them. At every step of the process, they have made an already XXXX experience so much worse by being unreliable. They have applied payments incorrectly many times, despite written and verbal instructions on how I 'd like them applied-they have applied them to the wrong loan, or spread them out between all my loans, or even applied them to my brothers ' loans which are currently in deferment. After this happened the first time, I learned that Navient could not be trusted, and began monitoring my account very carefully, which is how I caught the other errors. Then, every time my mother or I call with a question about the account, we get a completely different answer depending on who we speak with. Every time we 've been told someone would look into something and follow up with us, no one has. A few weeks ago, I called and said that I 'd like to share the extremely frustrating experience I 'd had, and they said there was no way to do that. I asked what that meant, and they said the only way would be to file a complaint. I said I would like to do so. They then said they would look for a manager, put me on hold, came back and said no one was available. I asked if someone could call me back, they said ok and tried to hang up without taking my contact information. I provided it, but it has been several weeks and I have not heard back from anyone at Navient. I have made an enormous effort to stay ahead of my student loans by always paying on time, and making extra payments, and I can not express how disappointed and frustrated I am with Navient. I feel that they are completely incompetent, and I do not trust them with my loans or with my money.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: OR

Complaint narrative:
Applied for Income Based Repayment plan with Navient, for which I easily qualify ( household=1, Income= $ 12K ). Was only requesting IBR on new loans ( between 2014-2016 ) that I took out as a XXXX, independent student. 

Was initially told it would not be a problem, but was then denied. Was given an excuse about how they handle my loans internally within there payment processing system, but was told that they could change that and everything would work out no problem. 

Was denied again. Every time I called them, I was given a different excuse for why they could n't do it. Was eventually told reason for denial was because I also have one old ( 12 years ago ) XXXX loan that they are servicing. They told me that I would have to have my ex-wife approve the new repayment plan on my solo loans that were taken out 10 years after our divorce. 

After constant complaining ( they would never let me speak with a manager or supervisor ), a customer service person told me that I could get the IBR if I consolidated my loans. I was assured that this would work, since I would get the opportunity during consolidation to chose a repayment plan for just those loans being consolidated, Consolidation went through but they denied the IBR repayment plan again. But the IBR repayment plan application should have been applied only to the loans I was consolidating, for which I am qualified. No explanation given. 

At this point, I 'm convinced that Navient are just straight up liars. I really thought for a long time they were trying to help me, but there hands were tied. But in the end, they lied to me, and now I 've consolidated my loans at a higher interest rate and am still being denied the IBR plan for which I qualify.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-16 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: CL Holdings LLC
State: CA

Complaint narrative:
THIS COMPANY IS TRYING TO COLLECT A DEBT I DO NOT OWE. IN XXXX I DID NOT HAVE XXXX, I DID NOT PAY MY OWN BILLS BECAUSE THEY ARE PAID THROUGH COMPANY WHERE I WORK. I DONT EVEN HAVE THE PHONE UNDER MY NAME. ITS IMPOSSIBLE TO BE MINE. THEY HAVE FRAUDULENTLY PUT IT ON MY CREDIT REPORT, JEFFERSON CAPITAL SYSTEMS {$XXXX} {$540.00} XXXX accounts reported on XXXX XXXX, XXXX XXXX account reported on XXXX XXXX, XXXX This agency did not report an open account to this bureau. 
Open Account # XXXX {$540.00} Balance XXXX Original Creditor {$540.00} High Balance XXXX XXXX, XXXX Opened Date XXXX XXXX, XXXX Last Reported Individual Account. 
Responsibility Collection account Remarks Note

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-02-08 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
On XXXX XXXX 2015 I filed a dispute with Bank Of America for a XXXX charge for a company that promised delivery by XXXX XXXX, which was within the 120 day period. Bank Of America Admits that they got the information to the Merchants credit card LATE, and because of their late submission I am out the XXXX. I will refuse to pay off that XXXX, which will now result in my credit being damaged.

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 2015-03-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Hello, please help. To be brief, in XX/XX/XXXX I filed bankruptcy with my now ex husband and surrendered a home. BKY discharged in XX/XX/XXXX. To this date, the home has NOT yet foreclosed! After more than 7 years! This mortgage was part of that Countrywide/BOA buyout issue and the foreclosure has started and stopped many times. Currently, the case is closed, without foreclosing. The judge just this year ordered the note to go back to the mtg company, and closed the case. I have since then remarried, and have worked very hard rebuilding my credit. Even though I am not responsible for this debt anylonger due to the bankruptcy, I still can not qualify for a loan until 7 years past a foreclosed date!!! My score is over XXXX now, but due to the home not foreclosing, it has stopped me from moving on with my life, and purchsing a home with my husband. I have written nurmerous letters to the bank as well as one to the XXXX of Florida, and have been directed to you for assistance. I have seen homes foreclose within a year or so, and mine has been over 7!!! Can you please help?? The way this is going, with the case not being assigned to anyone, after being buried for years, this can continue indefinately for years and years. Please help. THIS HOME NEEDS TO FORECLOSE. Former name XXXX XXXX. I will supply documentation of surrendered home in bky pwk when contacted. Original bank was Countrywide, and BOA purchased the loan.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-02 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
Attempted to electronically payoff Bank of America HELOC, funds were sent from my primary bank, XXXX. After XXXX days, and confirmation from XXXX that funds had been sent, BoA claimed they had not received the funds ( told me it had likely been lost in mail ) and to cancel payment and resend. I cancelled the check on XXXX XXXX. 
For my XXXX attempt, I mailed a check with payment stub to payoff majority of account. Payment of {$10000.00} was debited from my XXXX checking account on XXXX XXXX. I called BoA on XXXX XXXX to understand why the HELOC had not been credited at which time they told me they had no record of the payment. I faxed copy cleared check to BoA and am waiting for resolution. 
My concern is that I did not " Recieve Prompt Credit for Payment '' which was debited from my account. Under most conditions, I would not have resorted to this level of escalation, but this has been drawn out for a month with little to no assistance from BoA.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-02-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Bank of America has refused to cooperate with me to get a loan modification that will be permanent. After my work accident two years ago, I have been put on XXXX by my doctor and XXXX. It has been difficult for me to make payments and I have fallen behind due to my work accident. Now I am facing foreclosure and Bank of America has not done anything to help me with my financial hardship.

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 2016-11-01 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO

Complaint narrative:
On Thursday, XX/XX/2016 I initiated a mobile check deposit to my business account via Bank of America 's smartphone app. 

After the check had cleared, on Friday an employee of the bank placed a " hold/freeze '' on my check. 

A note in account details said a letter had been sent through standard U.S. Mail explaining the reasons, which diminishes the purpose of convenience of a mobile deposit. 

On Saturday XX/XX/XXXX, an email was sent to my business account with a Pdf attachment stating " A hold was placed on your check ( s ) because check specific information indicates item may be returned ''. 

This indicates the judgement and belief of a certain employee that either s/he believes based on some kind of evidence that the check is somehow fraudulent. 

I need to know exactly : What kind of fraud the employee believes s/he has detected to justify such false representation ; Exactly what " check specific information '' is imagined to indicate such falsehood ; The full name and position of all persons involved in this conspiracy to meddle in my business and defame myself and my associates ; The complete details ( including name and rank ) of all parties internal and external who has been affected by the conspiracy including specific departments, law enforcement agencies and personnel ; and any other financial institutions conspiring with Bank of America.

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 2015-06-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: STATE EMPLOYEES CREDIT UNION
State: NC

Complaint narrative:
I would like assistance in getting NC State Employee Credit Union to review my loan for a one month deferment of the mortgage payment. I called the Credit Union on XXXX/XXXX/2015 and spoke to a person named XXXX. I explained that my mother died unexpectedly and I had to come out of pocket {$4200.00} to pay for a burial plot and autopsy. Because of this I am behind in making my mortgage payment by about 3 weeks. He said he would research if a one month extension could be done and call me back on Monday XX/XX/XXXX. I did not hear from anyone Monday XXXX/XXXX/15 or Tuesday XXXX/XXXX/2015. I called back on Wednesday XXXX/XXXX/15 and spoke to XXXX. She said that she would pass my account to XXXX and ensured me that I would get a call back. I did not hear from anyone the rest of XXXX/XXXX/2015. I called again on Thursday XXXX/XXXX/2015 and spoke to XXXX who said that the policy is that I can not get an extension if it was to pay an expense and if my hardship was under 30 days long. I explained that I was not requesting it to pay an expense, I 've already paid it and that is what has strained my cash flow. I explained that I was on unpaid leave from XX/XX/2015-XX/XX/2015, to which he said was n't a long enough time. I explained that I have XXXX checking account with the credit union, have XXXX auto loan currently, another car loan paid in full, a credit card, my mortgage, and a savings account. If I experienced a cash flow struggle in order to bury my mother, I think that deserves an exception to the guidelines. He agreed that it was unfortunate that the guidelines were not set up to assist my issue, but he had to go by the guidelines. He said that if my mother was on the loan, if I had experienced a medical harship instead of my mom, or if my mother had been sick 30 days instead of 21, they would be able to assist per the guidelines. He offered to approve a loan for {$950.00} to make the XXXX payment I 've behind, which basically increases my expenses even more and is no help. I would like to see if someone could review my situation looking at it from a " human '' standpoint rather than by a paper book guideline. I paid out {$4200.00} but only asked for one month ( {$950.00} ) worth of help. I could n't even get the Credit Union to honor their word to call me and talk about my situation. And when I get someone he says " your mom was sick long enough '' -- I think its beyond unfair, unreasonable, and flat out insensitive.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-04 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I have been attempting to rectify the situation with Bank of America by calling various executives including the Assistant General Counsel to no avail. After further review of my account I located {$490.00} worth of bank fees on XXXX account alone within the last month. All of these were based off of Bank of America allowing electronic payments to post and then charging my account a bank fee. The most recent fee was for a {$7.00} charge that they returned to a vendor that last month they choose to pay as a " courtesy '' when the transaction was for well over {$100.00} and the account was overdrawn for a lot more than it was when they returned the {$7.00} transaction. When I asked them to place a block on my account so that if I do not have the funds in the account electronic transactions can not be processed, which would avoid the overdraft fees being assessed I was told that it could not be done since my account was overdrawn. 

In addition to their unresponsive, unethical, and dishonesty I located XXXX erroneous transactions just with a preliminary review of my account. These transactions along with the bank fees that were assessed to my account put it in the positive, therefore there justification for removing funds from my savings account to cover the fees that they placed on my account is even more so ridiculous. Out of the {$540.00} that was taken from my savings account from the funds that I had already authorized to be paid to XXXX XXXX on XXXX/XXXX/15 at least {$490.00} of it was to cover fees that they placed on my account to cover transactions that they either " courteously '' paid or for bank fees that were assessed to my account.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-29 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
In reference to my complaint number # XXXX I add as addendum the following ( 1 ) The Bank of America notification of denial for HAMP modification options and notification 45 days for me to move to forced short sale is based on the fact that the property is a rental and I do not live there as my primary residence. However according to the the government, the Home Affordable Modification Program and National Attorney General and Treasury Dept Settlement terms in addition to my medical bill burdens, " Owners of rental properties and homeowners burdened by XXXX expenses are now eligible for mortgage relief under a new expansion of the Home Affordable Modification Program ( HAMP ). '' " Changes announced by the Treasury Department extend eligibility for the mortgage loan modification program to several categories of homeowners who were previously ineligible. Along with owners of rental properties, the new guidelines expand the program to include homeowners with heavy debt burdens from medical bills, XXXX liens or other debts separate from their primary mortgage payment. '' ( 2 ) The bank letter further references designating an income for me of {$5200.00} for me but does not provide detail, breakdown or analysis of how this amount was calculated by the bank

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