vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-02-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: Navient Solutions, LLC.
State: NY

Complaint narrative:
I called Navient to change the date of a scheduled payment I make with autopay. The person I spoke to agreed to move my payment from XXXX to XX/XX/XXXX. 
As we were concluding the phone call, he asked me to call back after XX/XX/XXXX to switch it back for XX/XX/XXXX. I said that that was a waste of my time, and asked if they could just toggle it back after this month. He said that was n't possible. I asked to speak to his supervisor, as I wished to see if all of this could be handled in one call. He got defensive and said that was n't possible, that supervisors do n't take calls. I insisted on speaking to someone hire up. 
He put me on hold for forty minutes, and then told me he could n't find a supervisor. He also told me that he could no longer change the date of my payment, and that it would proceed on the original date! 
I asked if he could make the date change if I withdrew my request to talk to a supervisor. He said that he could. I pointed out that this was really unfair, that he was clearly trying to use my perfectly reasonable request - a request he had claimed to already have fulfilled at one juncture - as a bargaining chip to prevent me from speaking to his boss. I begged him to just put the date change through and volunteered to hang up without speaking to his boss if he did. He agreed. 
At this point I had wasted over an hour of my work day. My time is valuable, I have this loan to repay after all! 
When I called back later, I discovered he had n't even put in the date change! I also noted that I was able to get a supervisor in under five minutes on the callback.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Bank of America is using a third party law firm XXXX , XXXX XXXX XXXX, XXXX. to bully and threaten me into foreclosure while not addressing and avoiding issues with my mortgage. I have a contract for sale on my home and have been ignored by Bank of America. Furthermore, the Bank has promised one point of contact which I do not have.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-07 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Bank of American has wasted XXXX hrs of my time between yesterday and today. I contacted Bank of America yesterday about refinancing my mortgage, which included rolling in the HELOC held by Bank of America. I had XXXX conversations with the loan officer and reviewed the hypothetical offer he sent to me, which was exactly what I told him I did n't want. He said they ca n't roll the HELOC into the refinance, and he lied about significantly reducing/almost eliminating the closing costs. So, I called Bank of America today to ask about an increase in my HELOC instead. I 've been trying to get to the right office for over 1.5hrs and I 'm still on hold. They disconnected me twice, they 've transferred me to XXXX different people, and left me sitting on hold for a ridiculous amount of time. I make my monthly payments and they 're not doing their jobs by failing to provide customer service related to my loan. They also refused to answer my questions about a refinance online and they told me I had to call, then they wo n't put me thru to the right department.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-05 00:00:00
Product: Debt collection — I do not know
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: CL Holdings LLC
State: NH

Complaint narrative:
i have a collection agent trying to collect on some thing i no nothing about. i asked the the original creditor 4 years ago for proof they refused to send me anything.now i got a collector doing the same thing. i sent them a letter of debt validation and they wont comply i have disputed with the credit bureau 's but you might as well bang you head on the wall

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-12-10 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
Bank of America began putting holds on all of my deposits for the last 2 weeks of every month. I called them every day to get those holds released, and got different answers each time, from " sure, right away '' to " this is the last time we 're ever doing this for you '' to " we ca n't do anything about this, you just have to wait ''. I 've wasted at least 20 hours total over 3 months calling them to release holds. XXXX of these holds caused a payment to bounce to a charge card, which caused XXXX XXXX to impose a limit on that card, which previously had no set spending limit. In XXXX, they went a step further. They put a 10-day hold on a deposit, and then retroactively placed holds on all deposits from the previous week, which had already posted to my account, overdrawing my account by roughly {$2500.00}. They then bounced every payment that came in, which caused late payments to creditors and returned item fees. Some of the payment accounts charged a separate returned payment fee, which also bounced, and I now have XXXX accounts that are in collections. Bank of America then charged me NSF fees of {$35.00} per transaction 4 times a day. The hold notice I received said that any fees would be credited after the holds cleared, but that I would have to call them. When I called them, I spent 45 minutes on the phone, most of that time on hold, waiting for the agent to " see what she could do '' about this, and " not guaranteeing anything ''. Multiple times agents made promises that someone would call me back by the end of the day, and none of those promises were ever kept. Ultimately the fees were credited. But the effects remain : a charge card with a new limit that restricts my ability to operate my business, delinquency reports on my credit report for late payments as a result of overdrafts, 20+ hours of wasted time, accounts in collections, and literally hundreds of dollars in fees incurred as a result of Bank of America placing holds on my deposits.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-04-11 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: CO

Complaint narrative:
When I first signed my student loans, all were under XXXX XXXX. I was told by my college, XXXX XXXX XXXX XXXX XXXX XXXX - XXXX XXXX, that I would need several more loans to in order to graduate. I did not qualify for another federal loan, so it was recommended that I apply for a private loan. That was in 2009. Once I graduated and began making payments, I was told by XXXX XXXX that all of my loans qualified for Public Service forgiveness if I remained in a public service job for 10 years and made 120 on time payments during that time. I also applied for income based repayments ; I make FAR LESS than what the Department of Education thinks I do. For some reason they have decided to make their income based repayment plans based on what someone makes BEFORE taxes ; not after. I honestly do n't know how the people that work there can sleep soundly at night after making this decision. but I make the payments. I have been on this plan for three years. Each year I reapply for my income based repayment plans. Under XXXX XXXX this was not a problem. My loans have now switched over to Navient my problems have gone from bad to worse. They have decided to inform me that my private loans do not qualify for public service forgiveness, nor do they qualify for income based repayment. After THREE YEARS of being told otherwise. I make {$1600.00} a month after taxes. Navient takes around {$560.00} ( both private and Federal loans ) of that. that 's XXXX % of my monthly income. I 'm XXXX years old and have to live in my parent 's basement. I make more than what I ever have, and yet I still live from paycheck to paycheck. It 's humiliating and degrading. The one hope I had, The public service forgiveness program, has now been ripped away from me. It is unfair of the Department of Education and of Navient to demand such unreasonable repayments. I have all the desire in the world to get these paid and yet no one is willing to work with me so I can regain my dignity and actually feel like an adult while making these payments. If this continues, I will continue to be stuck in the same situation I currently am in.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-18 00:00:00
Product: Credit card — 
Issue: Payoff process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
For the past 2-3 years I have tried to resolve this issue. I have a BoA checking account and credit card. I want to automatically make payments to my credit card from my checking account. You ca n't do it as a transfer - which is a set amount only. So if the minimum amount changes to say {$57.00} and your automatic transfer is {$56.00}, they charge you a {$30.00} ( or more ) late fee. If you try to " cancel '' your automatic transfers ( they call that the " plan '' ) they still show as pending for the next month - so say XX/XX/XXXX is scheduled. You cancel that one and XX/XX/XXXX pops up. Then you cancel XX/XX/XXXX and guess what? The only way to cancel those again is to call and spend an hour on the phone. Basically the " cancel the plan '' feature for transfers does not work. 
Now you can submit a written form ( no joke - you mail it in ) to have recurring charges on your checking account to pay your VISA, but then you have no control. You ca n't change it to be " full amount '', you ca n't see that it 's even setup - it 's a blank charge that appears in your checking account as " FIA Card ''. Frankly after 2-3 years I forgot who FIA was. I certainly did n't think it was associated with BoA. You can call and change it, but that too took an hour. 
The third option is to setup a payee of Bank of America Credit card for " Bill Pay '' - the first step in that process is to receive " electronic billing '' from BoA VISA. That takes XXXX days. I do n't want to get an electronic bill, I prefer paper. They assured me I would get both, but I sure do n't believe that will happen. Regardless - after this electronic payee is recognized in 1-2 days I can then setup a recurring monthly payment to my BoA VISA. They told me that would take 1-2 MONTHS. Again, lots of potential for those lovely late fees in this process as my bill is do in 2 days. Now I could live with all of this and say oh well, but I have reported all of these issues 2-3 times over the past 2 years and nothing was ever done, except sometimes they would refund my duplicate payments ( only going back 3 months of course because they only go back 3 months ). It just seems like a deliberate scam to get late fees, either that or absolutely horrible computer designs in which case they should n't be allowed to practice banking.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-02 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: CA

Complaint narrative:
I graduated with my XXXX in XXXX XXXX in XXXX XXXX and have been working in XXXX since my graduation. I expected after my first 10 years of working, my school loans would be forgiven under the Public Service Loan Forgiveness Program. I consolidated my loans through Navient and paid {$1000.00} - {$1000.00} a month starting XXXX XXXX and was never late on any payment. I overpaid on student loans and should be 3 1/2 years into the proper repayment plan to be considered for Public Service Loan Forgiveness Plan. 

I was told multiple times before XXXX not to turn in my PSLF Employment Certification Form unless I changed jobs because there was no need to do anything. In XXXX XXXX, I turned in the PSLF Employment Certification because I changed jobs in XXXX XXXX and I wanted my ex-employer 's form to be in the system. For the first time ever, I was told by Navient that my loans should be serviced by XXXX if I was doing PSLF, even though I had spoken with them about it on several occasions. For the first time, I was also told that I was in the wrong plan. I was told by a Navient representative that I should be on an income-based plan and my payment would actually be more than {$300.00} lower a month. 
In XXXX, XXXX, I transferred to XXXX and I was placed on an income-based plan. I now pay {$720.00} a month. 
I have documents showing that I was in the 10 year repayment plan and I was told multiple times that I was in the 10 year standard re-payment plan which would have still made me eligible for Public Service Loan Forgiveness. I was told by Navient that the income- based plan was a much higher amount, which I could not afford. This did not make sense to me but I was told that my representatives from Navient so I believed them, and I was told that I was in a proper repayment plan for PSLF. However, XXXX is now saying that I was in the wrong plan and wo n't give me credit from XXXX for my Public Service and payments, even though I was making less back then and paying {$300.00} more a month than I pay now. I have documentation from, XXXX XXXX, XXXX, showing that I was in the 10 year plan. 

I over paid my student loans by over {$3600.00} a year because of Navient 's misrepresentations to me since I would have qualified for an income-based plan. Also, my Public service should have been counted from XXXX, regardless of what payment plan Navient placed me in because I paid more than my current income-based plan, and I was told and have documents showing that I was in a proper payment plan for PSLF. 
My wife also had a similar experience with Navient and is filing her own complaint.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: MO

Complaint narrative:
This was a student loan that was transferred to my Mother because was a cosigner. XXXX XXXX is reporting a derogatory and adverse status on this account. It shows transferred, but also shows that it was discharged in my Chapter XXXX Bankruptcy filing dated-XX/XX/2013. Please see attached filing.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN

Complaint narrative:
Bank of America states they do n't have the requested information ; however, Bank of America was the primary and master servicer this of loan from XX/XX/XXXX until XX/XX/XXXX. Bank of America transferred the primary servicing rights to XXXX on XX/XX/XXXX. As the master servicer Bank of America should have the requested documents in it 's possession.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: Fidelity National Financial, Inc
State: OH

Complaint narrative:
Hi, I am not sure where to begin. I closed on my house in XXXX 2014. Unfortunately, my real estate taxes were not calculated correctly on my HUD. I just received word that I owe all of 2014 taxes even though I only live in the house for 45 days in 2014. My bank sent a mailing stating that I owe approximately {$10000.00} for all of 2014. I went back to the title company and the company that owned the home before and XXXX are telling me that it is not their fault. I did not understand the HUD well enough to figure out what was happing. I do n't have the money to pay and do n't know where to turn. I am still shaken how unethical the selling company is being. They did not pay their taxes in 2014. I am trying to avoid reaching out to an attorney due to the expense. Is there any help you can provide?

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-25 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: GA

Complaint narrative:
I have been contacted regarding an account for a debt that is not mine by XXXX, representing Jefferson Capital for an account associated with XXXX. This account is not mine. When I informed the representatives that the debt was not valid and in the process of repeated attempts to get verification of the debt, XXXX/ Jefferson Capital committed the following violations of fair debt collection practices : 1. Representatives from Jefferson Capital, XXXX, or XXXX contacting my family members ( I am assuming you got this information from social media ) attempting to reach " XXXX regarding a business matter '' for a debt that is over XXXX XXXX XXXX. - When I returned their call with my daughter, a lawyer, on line and she requested verification of the debt and an end to the calls, we were given a fake name for the person they were looking for regarding this account ( XXXX ). 

2. Calls to my cell phone regarding this account where, after I denied the account was valid, I was told that they would serve me papers at work, at home, " or wherever '' by the district court which was an implicit threat to sue me on a debt that is not only not mine, but well past the statute of limitations for debt collection lawsuits. 

3. Representatives from XXXX repeatedly refusing to provide account information to my authorized legal representative despite my giving verbal authorization for such communication and be being on the phone line during the conversation. - XXXX also repeatedly denied being in possession of the account to my authorized legal representative despite sending me requests for payments. - Requests for verification of this debt were repeatedly denied to my authorized legal representative with XXXX insisting they did not have the account despite having sent me a bill and attempting to call me regarding this account that same day! 

4. Reporting of a debt that is over XXXX XXXX XXXX to the credit bureaus. - This needs to be removed immediately as this is not a valid debt. - This needs to be removed immediately as this debt is over XXXX XXXX XXXX. 
These issues will be reported to the consumer finance protection bureau. Any further

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-09-30 00:00:00
Product: Debt collection — I do not know
Issue: Communication tactics — Frequent or repeated calls
Company: The CBE Group, Inc.
State: CA

Complaint narrative:
Repeated phone calls at least XXXX times a day.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-22 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Attempted to collect wrong amount
Company: CL Holdings LLC
State: AZ

Complaint narrative:
I do not know where those that came from

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2017-02-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
I submitted an initial complaint on XXXX/XXXX/XXXX, of which received XXXX status calls back from Bank of America, however, XXXX from the BofA Regulatory Complaints Dept ( XXXX XXXX ) has no clue of THE CURRENT BOTCH-UP in the works at Bank of America, and based on her latest message to me on XXXX/XXXX/XXXX, likely has no idea of the current status either. On XXXX/XXXX/XXXX Bank of America finally decided to pay my insurance policy premium ( TWICE ). Not only did they pay it twice, THEY ALSO PAID THE WRONG AMOUNT ... ... ..TWICE. 
The invoice presented to them was for {$4600.00} ; after some XXXX calculations, they in their less than impressive infinite XXXX, issued XXXX checks for the same incorrect amount on XXXX/XXXX/XXXX ; XXXX checks for {$3400.00} ( totaling {$6800.00} ). To that end, we have gone from begging them to pay a single invoice of {$4600.00}, to observing them pay XXXX INVOICES in amounts of their choosing. 
As a result, now my escrow account is negative, as my City/School Real Estate Taxes were disbursed on XXXX/XXXX/XXXX. IF THEY HAD NOT PAID THE INSURANCE INVOICE TWICE IN THE INCORRECT AMOUNT, the escrow account would not be currently negative by {$2600.00} as one of the overpaid invoices of {$3400.00} would have still been in the account. 
I can hardly wait for the next screw-up which I 'm sure will result in a reanalysis of my escrow account and an increased payment if I do n't somehow replace the shortage created by their latest XXXX ( or XXXX if we 're looking for a more direct assessment ). 
During today 's 33 minute call with Bank of America, I was advised that they paid the invoice twice because we submitted it twice. In fact, we submitted invoices since XXXX/XXXX/XXXX, all in the amount of {$4600.00}, and none were paid, until they decided to pay {$3400.00} twice on 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 explanation