vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2021-04-29 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I reserved a hotel stay on my citi card for hotel XXXX XXXX in XXXX XXXX, for the amount of {$1700.00} back in XX/XX/2020. The reservation was for XX/XX/2020. I reached out to the hotel and they promised a refund I have the emails that i provided to citi cards showing the hotel promising me a full refund. In XXXX the reservations department at the hotel stated they were not going to issue the refund because of the pandemic and they did not issue any credit either. Instead they ask that i go through my credit card which is what i did. Citi entered the first dispute incorrectly. They issued it as though i did not like the service and was claiming a refund. WHen in fact the country was shut down due to covid no one was able to fly in or out. I cancelled well within the time frame required. Citi then opened the correct dispute and i have been back and forth with it has been a year later dealing with Citi and there response was the case has been closed the merchant and their bank have declined to give me a refund. So i am out of {$1700.00} no resolution. I am reaching out for your help to get this matter resolved. I feel that they have given me the run around and have not helped me with a full refund. The pandemic was hard on everyone. It is no fault of mine that we were unable to travel. The airlines gave me a full refund. They understood that it was out of my control. Thank you for your help on this matter.

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 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Telerecovery Corporation
State: AL

Complaint narrative:
I submitted a written dispute with XXXX against TeleRecovery of XXXX because they have two collections on my account from the same company and has it appearing as if I made two visits with the company. I asked that one be removed and they failed to do and XXXX  stated that the debt is accurate and I am stating it is not. I have not been to XXXX XXXX XXXX for two separate charges for the same amount which is {$400.00}. I believe it is an attempt to keep this debt on my credit report because there are two separate dates, one for XX/XX/2015 and another for XX/XX/2015. I requested that they provide the original agreement and proof of debt, if not for it to be removed and for them submit in writing to me, that this is my debt and to show me the original bill. They have failed to provide me with this information and XXXX closed my dispute stating that it is accurate. This is not what I asked in my written letter, I am stating that I do not have a duplicate charge for {$400.00} at this facility and would like for them to remove the negative remark that is there. I do not think it is right to have inaccurate information on someone's credit report, especially when I have made it clear to TeleRecovery and XXXX, that this information has been reported inaccurately on my credit report and both refuse to fix the error. There is no way I physically made two separate charges for {$400.00} at XXXX XXXX XXXX and the information needs to have the correct date if I owe this debt.

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 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: AMERISAVE MORTGAGE CORPORATION
State: SC

Complaint narrative:
I received a notification from a mortgage company named Amerisave Mortgage on XX/XX/2021. They were not authorized to pull my credit report. I tried reaching out to this company for weeks to no prevail. I want to remove the hard Inquiry off my credit report. I never talked to anyone about a mortgage from this company. This company have not yet reached out to me to fix the problem or answer any questions I have for them. This company is unprofessional and using information that they didn't have permission to use. I would like for this to be cleared off my credit as soon as possible. Thanks

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
XXXX  claims that the only way to get them a police report indicating fraud from my credit report is to use the USPS and mail it. I have already sent them a paper copy of the report, which was apparently lost in the mail with all of my credit information on it. They also claim that until the police report is received there is nothing else they are able to do. Am I going to have to take legal action to correct these? Thank you!

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
XXXX  claims that the only way to get them a police report indicating fraud from my credit report is to use the USPS and mail it. I have already sent them a paper copy of the report, which was apparently lost in the mail with all of my credit information on it. They also claim that until the police report is received there is nothing else they are able to do. Am I going to have to take legal action to correct these? Thank you!

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 2021-04-29 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: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
XXXX XXXX XXXX. Located in XXXX XXXX, CA dba XXXX charged my debit card for illegal fees regarding air travel to the sum of $ XXXX.I submitted this info to Chase Bank . They investigated & decided to side with the fraudsters. I informed Chase bank that this company notorious for its illegalities regarding consumer fraud. This started on XX/XX/XXXX continuing until XX/XX/XXXX when Chase bank made their decision against me. Chase Bank removed {$710.00} from my account to give to XXXX. As I see it Chase committed fraud against me as well.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: NAVY FEDERAL CREDIT UNION
State: AR

Complaint narrative:
Navy Federal Credit Union refuses to apply additional payments made to principal only, and instead applies them as future loan payments made. When asked to reapply funds correctly, agents made false claims about principal reduction, but interest rates are never adjusted or updated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
This issue began in XX/XX/2020 with a credit card charge related to the purchase of what I thought was a set of cordless power tools online on XX/XX/2020. I had ordered 2 sets of tools with a total of XXXX. The tools were to be shipped within approximately 3 weeks. 

After about a month, I called the Chase customer service number on the back of my credit card to explain my situation, and explained the I never received the tools. I had also ordered an additional 3 sets of XXXX tools the next day that were advertised on a website I was on, and I never received those either. The total for that purchase came to {$290.00}. I called on those tools as well, and did receive credit from Chase for that transaction. At that time, I spoke with a customer service representative of Chase and she submitted a dispute claim and credited my card back and told me that Chase fraud department would investigate it and that I would receive a letter with their findings. 

A day or so after I disputed the transaction, I received a small package via US mail. I opened it up and it was nothing I had ordered, nor did I even know what it was. I kept the item and the shipping packaging with the information. A week or so later I got another small item, what appeared to be a card holder of some sort that you would stick to the back of a cell phone. I saved that packaging and item as well. I also took screen shots ( with my cell phone ) of the items I purchased and am including those photos along with photos of the two items ( and the packaging ) that was shipped - as proof that I did not get what I thought I purchased. 

I followed up in XX/XX/2020 related to the {$170.00} charge and was told that the time allowance of investigation had expired, and that Chase was closing the matter and would not be reimbursing me for the charge. 

My complaint is related to Chases lack of response or follow-up to my issue. I made countless phone calls, waiting on hold for extended periods of time, and followed up with an additional submission of documentation. I made all of the effort to resolve the matter and they never followed through, and then simply said that my time had expired on the complaint and they were closing the matter. I spent time and money ( approximately {$30.00} ) mailing ( by registered mail ) the documentation related to my issue. I did this not once, but twice. I put forth all of the effort and expense and they did not honor their commitment to me as a customer. 

The CFPB is my last form of action.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2021-04-29 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: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
inquiries were fraudulently placed on my credit reports from bank of america. my personal information was used fraudulently. the inquiry dates are : XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: I.C. System, Inc.
State: NY

Complaint narrative:
According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), this company is required by federal law to verify, through the physical verification of the original signed consumer contract. This has not been produced, nor has account has not been validated, in the allotted timeframe. I have yet to hear a response from company. I demand deletion of this account

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 2021-04-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Zillow Group Inc.
State: CO

Complaint narrative:
I purchased a home using Zillow Home Loans in XXXX. I received a notification in the mail that my mortgage was transferred to XXXX XXXX  effective date XX/XX/XXXX ; however, I still got a bill from Zillow Home Loans at the same time as I got a bill from XXXX. 

I called Zillow and they insisted they have no record of the my loan being transferred and i should continue to pay them. Which I did. 

On XX/XX/XXXX I received an urgent call from XXXX telling me that they are starting the collections process for not paying them the payment. 

Based on the aforementioned letter I received, and after doing some research and confirming XXXX XXXX is a legitimate mortgage lender I made my payment to them stopping my payment to Zillow. I contacted Zillow and after speaking to multiple reps who were not equipped to say anything except reading from their computer screen " no sir, your loan is with us '' I was finally escalated to a manager on or about XX/XX/XXXX who confirmed that the system may not have been updated to reflect the transfer and entered an research request. I was supposed to be contacted with a resolution on XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, I received a collection call from Zillow. It took another 30 min on the phone for the person calling to realize that there's a case open so maybe they shouldn't be trying to collect. 

By the way the service provided by the reps is definitely sub par because every time I explain to them what is going on, they ask me " So what is your reason for not paying? '' Right after I spent 15 min explaining that my loan was transferred and I'm paying the new company and that I will not be paying my mortgage to two different companies. Zero listening skills. 

I contacted Zillow again on XX/XX/XXXX thinking I would give them a little extra time to research the issue. They got me to a manager who confirmed that the case is still open though that should not have been the case as it was supposed to be complete on XX/XX/XXXX. The manager I spoke to on that day was helpful in spite of her trying to talk over me for most of the conversation and entered another research request which is still not resolved at this time.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Mr. Cooper Group Inc.
State: MA

Complaint narrative:
I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: CITIBANK, N.A.
State: CO

Complaint narrative:
I recently submitted a complaint for the credit card provider for a closed credit card from XXXX. The company did not respond to my specific questions or concerns. I called their accounts recovery department on 8 separate occasions this year and they did not mention any those phone calls. In XX/XX/XXXX, on of their account recovery specialist did indeed state this account first went delinquent in XXXX not XXXX. Yet, Citi failed to even address this phone call in their response. They failed to mention my multiple phone calls from XXXX to XX/XX/XXXX. I asked them to update my credit profile to included my entire history with the company dating from XXXX until the account was closed. They failed to even address this matter. As well, CITI updated my three credit bureau profile, all three, indicating I still owe this balance on XX/XX/XXXX. I now have an active credit card debt of over XXXX dollars with {$3200.00} reported by CitiCards. This balance was written off and discharge in XXXX and this information can be found in their response letter. This is the reason why I can not make a payment to settle this debt because Citi discharged the balance in XXXX. This account had a XXXX  from the time it was written off in XXXX up until XX/XX/XXXX when they replied to my complain. I do not owe them for this discharged account and as they mention I am not required to make a payment for this account. I received a 1099-C in XXXX for this account and this account was treated as income following its discharged from Citi. To note, paid this debt in the form of taxes in XXXX. Citi tactics is simply bullying and intimidation and this should not be tolerated. I have asked them to simply update my credit profile given the delinquencies have dated back to XXXX and they have not. Instead, of being truthful they have reported this discharged debt as new credit card debt on my credit report. I am asking them to report this account back to XXXX  and please update my credit report to show the full length of my the credit history for this account. My wife and I are closing on a house the next 60 days and because of this one account, we are no longer qualified because this discharged debt dropped my mortgage credit score by 40 points.

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 2021-04-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Freedom Mortgage Company
State: NY

Complaint narrative:
Approximately 30 days from XX/XX/XXXX, I called Freedom Mortgage and informed them that I had received a delinquent tax bill. I spoke to someone in the tax department at Freedom Mortgage at XXXX XXXX XXXX XXXX, and they told me that since I recently refinanced ( i.e., XXXX of XXXX ), there was a delay in their paying the tax bill but assured me that it would be paid within 21 days. 

I then received a delinquent tax bill on XX/XX/XXXX, and I immediately called the tax department at Freedom Mortgage and spoke to a customer service representative with ID # XXXX. She informed me that Freedom Mortgage had sent a check for the delinquent tax bill on XX/XX/XXXX in the amount of {$3100.00}. XXXX  ( approximate amount ). When I informed this person that the tax bill is in the amount of {$3400.00}, she immediately referred me to the tax department of Freedom Mortgage. I then spoke to XXXX at Freedom Mortgage Tax  Department who informed me that a check in the amount of {$3400.00} had already been sent via XXXX and that the check should arrive at the municipal tax office by XX/XX/XXXX. When I asked her what date this check was allegedly sent out, she said that she could not access that information. 

On XX/XX/XXXX, I spoke with XXXX at Freedom Mortgage Tax Department who informed me that the check had NOT, in fact, been sent out but that it would be going out today, i.e., XX/XX/XXXX, and she provided a XXXX tracking number of XXXX. I informed XXXX that I would be following up on this and then informed her that I would like to file a formal complaint for being provided with misleading information. I was then transferred to XXXX at the Escalations Department who took my complaint and said that an investigation would be forthcoming. 

My issue is that from the outset I was provided with misleading information, and I had to relentlessly pursue my issue until someone at Freedom Mortgage took notice. I do not think that misleading customers is ethical and I want this to be addressed.

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 2021-04-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
My servicer, Mr. Cooper, rejected my XX/XX/XXXX payment that was sent via ACH on XXXX, XXXX, 2021. I phoned my bank, XXXX XXXX, to inquire about why payment was not received and they let me know issue was on the Mr. Cooper end. I followed up with Mr. Cooper and they blamed 3rd party snafu that rejected certain banks ' ACH and e-payments. When asked how this would be resolved, Mr. Cooper did not have an answer. 

I was forced to pay over the phone to ensure that my payment would be posted on time. Mr. Cooper was unable to explain what happened or how my payment would be taken care of. This is extremely disturbing that such a large company could have such a large error with such potential negative customer impact.

Company response to consumer: Closed with explanation
Consumer complaint received 2021-04-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: General Motors Financial Company, Inc.
State: MA

Complaint narrative:
I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.

Company response to consumer: Closed with explanation