vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-05-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
I have a Chase Sapphire Reserve credit card, and booked a flight using reward points through Chase 's travel portal ( the flight was a flight from XXXX-XXXX, booked on XX/XX/2019 and scheduled to depart on XX/XX/2019 XXXX. 

On XX/XX/2019, I received a notification by email from Chase notifying me the XXXX-XXXX flight had been cancelled by the airline. On XX/XX/XXXX, I received an email from Chase notifying me my options were to accept a schedule change for a flight that left several hours earlier, or take a refund. 

I called Chase on XX/XX/XXXX to request a refund, and received a confirmation email that same day telling me that I would receive a refund for XXXX points to my account. The agent I spoke to on the phone told me to expect the points to be deposited back into my account within 2-3 days. This phone call took 14 minutes. 

On XX/XX/2019, I had not received the refund, so I placed a phone call to Chase that lasted for 29 minutes as I was transferred between departments. I was told that the refund was going to be processed manually, and to expect the points to be deposited into my accounts within 72 hours. 

On XX/XX/2019, I had not received the refund. I placed a phone call to Chase that lasted for 57 minutes. A supervisor from within the travel department told me she wasn't sure why the refund didn't go through, but that she was processing a refund, and to expect the points to be deposited into my account within 72 hours. 

As of XX/XX/2019, I have still not received the points refunded into my account. 

By not getting the points refunded, I am unable to make new travel plans, which is causing me considerable inconvenience. I have now spent 100 minutes of phone time and 19 days trying to get the refund for a flight that was cancelled by the airline.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2019-05-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: HEARTLAND PAYMENT SYSTEMS INC
State: NM

Complaint narrative:
Heartland XXXX has predatory fees associated with any payment not made by mail or automatic bill pay, the maximum frequency of which they allow is quarterly, which increases their profit margin by necessitating that interest have 3 months to accumulate between payments lest you incur a fee. Examples of such fees are {$1.00} per each online ACH payment, {$10.00} per each ACH payment by phone, 3.95 % of payment plus {$1.00} for each debit or credit card online payment, and 3.95 % of payment plus {$10.00} for each debit or credit card payment by phone. As such, I signed up for automatic ACH bill pay, the first payment of which ( {$120.00}, total amount due ) was supposed to go through on XX/XX/XXXX, the due date of my first loan to exit grace period. Despite the fact that I had enrolled in said bill pay weeks in advance, Heartland did not withdraw any money from my account on the specified date, and instead pushed back the due date displayed for the account on their website by a month. When I contacted customer support about this, I was informed in writing ( through their live chat service ) that the actual due date was XX/XX/19, despite multiple written invoices I had received to the contrary. When I confronted the customer service representative with the discrepancy, and asked if he could guarantee that no late fees would be processed to my account, he immediately hung up on me. When I entered the live chat again I was assigned the same representative who proceeded to completely ignore me and refused to transfer me to another representative or manager. A month later I received an invoice saying that I owe a late fee ( {$6.00} plus interest ) for payments not made by XX/XX/XXXX, despite the fact that I had correctly enrolled in automatic bill pay, which is the only free online payment service, and it was the company that never attempted to withdraw the money from my account, therefore not honoring their stated policy of allowing free automatic ACH payments. The only way I can pay this outstanding bill without incurring yet another fee is by mail. I believe that Heartland XXXX intentionally failed with withdraw money from my account in order to fraudulently incur a late fee, I believe that their customer service representative intentionally misled me to believe that I did not owe any money again in order to fraudulently incur a late fee, and I believe that their website " due date '' feature intentionally misrepresented the actual due date of funds ( changing magically from XX/XX/19 to XX/XX/19 ) again in order to fraudulently incur a late fee.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Didn't receive services that were advertised
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I have a membership with Experian. I also have items on my Experian credit report which are inaccurate. I have spoken with representatives on several occasions over the past 6-18 months regarding my inability to initiate disputes online, if so, then very rarely. ( I am constantly getting an error and a notice instructing me to mail in my dispute ). 

Experian has not returned my calls, the representatives have not assisted me other than to transfer me to multiple departments. Nothing has been done to fix this issue for me. 

I feel as though they are charging me services I do not have access to, OR, they are making a fundamental service available to everyone else, but unavailable to me. I feel that the company is taking advantage of me and ignoring 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 2019-05-04 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: HYUNDAI CAPITAL AMERICA
State: MA

Complaint narrative:
XXXX XXXX has entered vaguely described erroneous charges on my lease upon termination after I have turned in the vehicle at the end of the lease period. They have violated the lease contract in three distinct ways. I have both called and written to them pointing out the error, disputed these charges, and asked for a clarification of the charges. They failed to note that the account was disputed and have reported my account as delinquent without giving any response to my inquiry. 

They have sent demand letters from different locations, each time with different contact information. They have threatened to turn the account over for collection without ever contacting me to discuss the charges or explain exactly why they are charging me. 

The car was leased in my wife 's name, but since we turned in the car she has passed away. She did sign our dispute letter that was sent to the company soon after these charges were billed, and before her death. The company has made no attempt to resolve or even discuss our dispute.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-04 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Aurora Enterprises, Inc.
State: FL

Complaint narrative:
This company contacted me about a false debt that was created by an internet provider that I used to use. I informed them that this was incorrect and later provided them with the dates of when I ended my service with said company. I agreed to remove the debt but they never did. I contacted them numerous times about this and they continued to say that it would be removed. Later they would sell the debt to another debt collection company.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-04 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ABSOLUTE CREDIT  LLC
State: CO

Complaint narrative:
ABSOLUTE CREDIT LLC is trying to collect a debt from me that is inaccurate. I paid the company they are trying to extract this payment from years ago. There is no debt, this is not mine. They are XXXX XXXX. These companies should never be in business. They use a blocked number, and call relentlessly, harassing me for a debt that is not mine. They are disgusting XXXX and XXXX and should not be allowed to pursue people so aggressively.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-04 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — Frequent or repeated calls
Company: H. Kent Hollins, Attorney at Law, P.A
State: KS

Complaint narrative:
Kent hollins harassed me n called repeatedly every day even after being asked not to. Can provide call logs from XXXX XXXX

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: TX

Complaint narrative:
I purchased my first home on XX/XX/XXXX. I obtained a loan from Guaranteed Rate XXXX  and expected a consistent monthly payment throughout my loan term. However, I recently learned that the loan originator provided me with a grossly inaccurate estimate of my mortgage payment. 

The lenders total monthly payment estimate was {$1900.00}, and I was comfortable with that payment amount. However, as of XX/XX/XXXX, my payment increased to {$2500.00} due to the incorrect estimate of the property taxes. 

When I contacted the loan originator about the problem, he said he would have given me the option to collect escrow for the current taxes OR for the estimated amount based on what I was paying for the home. I was never offered those options by him. Had I been asked ; I would have told him that I need an accurate estimate of my total monthly payment based on the price I am paying. 

It turns out the lender had estimated my taxes based on the current taxes which was {$3400.00}. The taxes based on my purchase price are {$6100.00} with the Homestead Exemption discount included. In an email to me, the loan originator said that it is possible that the lenders processing or closing department may have changed it without his knowledge! His final response was that I will have to pay the new payments or he " could look at doing a refinance. '' When I received the estimates from the lender, I believed that my income was enough to carry the loan. I understood that the property taxes could increase, but I had planned on filing for homestead exemption to help keep my payments close to the lenders estimate. 

The loan officer knew that I was a first-time buyer, and that it would be financially difficult for me to make payments higher than the estimate amount that he provided. This has brought a lot of stress to me. I believe that I was deceived, and I am requesting that your office investigate this matter. I would like to know what my options are, and I would like to know that this will not happen to anyone else that might apply for a loan with this company.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2019-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
On XX/XX/2019 two legal fees were posted to my account, I called Bank of America to ask what the fees were and why my account was wiped out to a {$0.00} balance, the representative did not have any information and I was told to call back the following day. I called back and was told they were legal fees and I asked for what, she didn't know but would check. After checking I was told it was court fees. I asked court fees for what, she says its a garnishment. I asked her to send the information to me so I can find out what's wrong, she said ok. My pay check gets direct deposited and I attempt to pay my bills but no, everything is declined. I call and am told the account is set deposit only, I can't do anything with my account except deposits. I wait for a notification or letter explaining what is going on. A week goes by and nothing, so I order a new debit card thinking someone may have gotten to our account. I receive the card on XX/XX/2019 and activate it and the next day try to use it to a decline even though there was an available balance of about {$810.00}. I call the bank again, explaining everything to the representative, she transfers me to their collection department. This representative checks the account and said there are no notes but she would check with someone who has full access to my account, after going on and off hold for about 45 minutes they were unable to determine what's going on and she was unable to get through their legal department, the same issue I have had contacting them. The other person she had on the line released the account and said it could take about 24 hours to run through the systems, but her system shows it accessible now. Next day I get a few things at the store but couldn't use card as debit, apparently they had changed my pin number to a six digit which I received in the mail the same evening. So I submit an electronic check to XXXX so my phone didn't get disconnected, It went through, at least I thought. Monday morning I received my standard balance message and it was about {$650.00}, sometime about XXXX or so I receive a balance alert of {$0.00}. The bank this time places my $ XXXX on a hold with no explanation, and now they have returned my phone payment as non payable. So I'm now on line for a return fee and they pulled out another legal fee of $ XXXX leaving everything still on hold. I'm on the verge of eviction, power being shut off and phone off. Yet still no letter explaining anything, nothing about fees ... 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 monetary relief
Consumer complaint received 2019-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: BANK OF HAWAII CORPORATION
State: HI

Complaint narrative:
I have twice gave bank of Hawaii checking chances by opening an account with them, the first time, they change their policy midway and start charging me a fee for paper statement. Yes, this bank actually charge for paper statement at that time after initially offer the term of not paper statement charge. The second time, this bank initiate a check ordering transaction on my account when I would never order check if it costs me money, not to mention I believe this bank may have advertised free checking and free debit card. Then it reverse the transaction saying I did not pay for the check order I did not make when in fact, I have not put money into this account because I did not trust this bank yet after what it did last time, and then after fail to charge me a fraudulent transaction, this bank charged me an overdraft fee. This is absolutely abysmal and unacceptable banking practice. This is not to mention I believe this bank has illegally monitored and hacked customer 's account, then make a ridiculous claim that the customer working for them as a mean to justified this absolutely criminal behavior while trying to commit identity theft. this bank was involved in a class action lawsuit just a few years ago in which the bank did the very same thing of overdraft charges, and now it is doing it again to customers. Never used this bank if you don't want to waste your time. because now I am going to have to waste my time sorting out this problem which I am not getting paid to deal with as a customers, all I want was a normal bank that keeps its promises to customers and trustworthy that does not try to rob, steal, or fraudulently charge customer and this bank is not one of them. It is sad given there are only a few large banks in Hawaii locally and one of them is this bad.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2019-05-04 00:00:00
Product: Debt collection — Other debt
Issue: Took or threatened to take negative or legal action — Collected or attempted to collect exempt funds
Company: H. Kent Hollins, Attorney at Law, P.A
State: KS

Complaint narrative:
Today I recieved a letter for Kent hollins for a account XXXX. For a XXXX account. Kent hollins has been informed that account has been shut down for a good amount of time. Kent hollins has also been repeatedly informed that my sole income is social security XXXX for an XXXX XXXX XXXX. Kent hollins tried to circumvent the fact they can not garnish from social security by trying to obtain an account XXXX that A. Has been closed for months. B. For funds they know they legally can not garnish. There also has been some payments made towards the account

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2019-05-04 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: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH

Complaint narrative:
I have submitted two disputes regarding the same item on my credit report. Account Name : XXXX XXXX XXXX- Collection Account- Alleged Account Balance : {$4000.00}. Both investigations failed to provide verification as I requested per my legal rights to do so, with the final investigation results being provided today. I have no knowledge of this account or debt. Research indicates the agency is a property management company, yet the debt is clearly listed as a medical debt on my credit report. This is ILLEGAL to make misrepresentation in order to list items on a credit report!! I have submitted disputes outlining this error, lack of knowledge of this debt or whom it belongs to. TransUnion claims it belongs to me, but provides no verification in the form of any such contract indicating I owe any funds to this entity. Under Section 611 ( 5 ) ( A ) of the FCRA CRA 's are required to promptly DELETE all information which can not be verified. If this has been verified, I want the name of the person providing the verification as well as their contact information and a copy of any evidence or contract with my signature as this does not exist. I am a victim of fraud and TransUnion is not protecting me according to my legal rights as a consumer. I fully intend to seek damages through legal counsel if TransUnion does not rectify this issue by deleting this damaging item from my report immediately. The law is very clear as to civil liability and the legal remedies available to me. This is most likely a result of TransUnion 's use of automated software ( XXXX ), which has incorrectly tied me to this debt or item on my credit report.

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 2019-05-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Fees charged for closing account
Company: BANK OF THE WEST
State: CA

Complaint narrative:
ON XX/XX/2019 I closed my savings account with Bank of the West. I was given a receipt showing {$0.00}. When asked why I closed the account, I stated that I did not like the {$15.00} service fee I was charged a couple of months before. 
I got another statement from Bank of the West for the period of XX/XX/XXXX - XX/XX/XXXX indicating that I had a negative balance of {$15.00}. 
I called the XXXX number and explained what happened and stated that I would have been upset but would have accepted another {$15.00} fee when I closed the account but couldn't accept the fee being charged retroactively. The representative stated that they would waive the fee. 
Imagine my frustration when I received a letter from Bank of the West stating that I was responsible for an overdraft amount of {$30.00}!

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 2019-05-04 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: AK

Complaint narrative:
I contacted Citicards XX/XX/19 to dispute a charge on my card Basically a car importer extorted money out of me by requiring me to pay damage that was done by the company on my vehicle before giving me the title. They would not give me the title unless I paid the money that came up with. They also did not complete the work done that they charged me including fixing the paint, fixing the headiner and the dash. They also did not deliver the vehicle to my home which was on the contract. They did this because they decided not to ship it to me and they also didnt want me to inspect the vehicle unless they were paid. 
I also specifically asked for my original equipment back that was removed from the vehicle but they kept the parts which is illegal in the state this happened. 
I disputed this by providing the above info and offered to provide any evidence they need but they declined the dispute and sided with the seller. 
They sent me an attachment with the companies response but no other support nor did they ask for my evidence. I have attached their response below Please help me with this problem

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