vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-25 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: DC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX Account Number : Select Portfolio Servicing ( SPS ) Estate of XXXX XXXX XXXX : XXXX ; XXXX XXXX XXXX XXXX, XXXX XXXX. 

Dear Sir/Madame I wish to raise an official complaint regarding SPS appeal process of the assumption of XXXX. My account was reviewed improperly. 

Background : I requested an assumption for the above loan. The Assumption request was denied on XXXX XXXX, XXXX, based on the Estimate of the Net Present Value of the property of {$390000.00}, therefore the investors would not approve the assumption. If I disagreed, I had 30 days to appeal. On XXXX XXXX, I appealed the notice of denial based on NPV was {$250000.00}, by providing the required documents. On XXXX XXXX, XXXX, I received a letter requesting additional documentation, since property comps must be provided within a one mile radius, which was not clearly stated in the Appeal documentation required. On XXXX XXXX, XXXX I submitted the documentation for property comps within a one mile radius as requested, plus all the other documentation initially submitted on XXXX XXXX. On XXXX XXXX, I receive a notice that appeal was denied, because I did not submit the appeal within 30 days of Notice of Denial date XXXX XXXX, XXXX, which was incorrect. I submitted the appeal on XXXX XXXX. I have called SPS multiple times after receiving the letter and had the case reopen for review on XXXX XXXX, XXXX. 

So what 's the ISSUE? 

During the above process, I have called and I continue to call SPS weekly to attempt to speak with the Customer Advocacy group or someone who is handling the appeal process to discuss my appeal. No one will speak with me or call me back from the customer advocacy group. I was told by the customer service call center they would call me back. NO ONE CALLS ME BACK from the customer advocacy group. From XXXX XXXX, XXXX to XXXX, XXXX, my file has been transferred to multiple people within the advocacy group. The appeal case has been transferred to XXXX XXXX, XXXX XXXX and XXXX XXXX. As a result, my appeal is continuing after 4 months, due to improper review.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I have several complaints against Nationstar Mortgage. First, my loan was dual tracked for foreclosure after I submitted an application for a loan modification. Second, I am being double charged " legal fees '' and " property inspection fees '' by Nationstar Mortgage based on the terms of my final loan modification which was to include all of these fees ( notwithstanding the dual tracking ), and third, Nationstar has refused to credit my bill in a timely manner. 

As the attached documents show, I submitted a request for loan modification assistance, and received a confirmation on XX/XX/XXXX of the request. My loan was then referred to foreclosure on XX/XX/XXXX. 

I received trial modification approval on XX/XX/XXXX, and on XX/XX/XXXX received a permanent loan modification. The terms of the permanent loan modification under paragraph 1 state that it includes " any legal fees and related foreclosure costs that may have been accrued for work completed ''. 

Nonetheless, I have continued to receive a fees in the amount of {$340.00} for " legal fees '' and " property inspections '' that should not have been charged in the first place based on the fact that my loan was originally dual tracked, and at any rate would have been included in my XX/XX/XXXX loan modification. I have disputed these fees numerous times, and I have been told various inconsistent things by the customer service representatives. The last official notice brushes the issue aside completely. I am reaching out to the Consumer Financial Protection Bureau to help resolve this matter, since Nationstar refuses to correct it on their own accord.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-06 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NV

Complaint narrative:
For over 4 years I have tried to due a loan modification with my lender. When I first applied my loan was with XXXX XXXX XXXX. I proceeded to go back and forth with them for well over a year and was told i was missing paperwork or my paperwork was incomplete. However, XXXX XXXX XXXX could n't tell me what was missing or incomplete. Instead, I had to reapply. This time all just went ignored and eventually my loan was sold. Now I 'm left to reapply yet again with with SPS. I have applied with them XXXX or XXXX times even paying to receive mediation XXXX. The most recent mediation took place in XXXX of 2015. Prior to my mediation I had informed all parties to include, SPS, the mediator and XXXX that my income was reduced by {$1500.00} per month. I was approved for a Tier 1 Harp program but it was at the wrong grossly income. At mediation, all parties did n't seam to think or feel that my income being reduced by {$1500.00} was that big of a deal. I did not sign the agreement and was advised to appeal based on my gross income being incorrect. I was advised at mediation that I had 30 days to submit by appeal. However, a letter that I received stating that I was approved for program was received 2 weeks prior to my mediation date and the bank is denying my appeal stating that I had 30 days to appeal based on the letter not the mediation. I had no idea of the terms of the agreement until I attended the mediation. This has all been rather confusing and I have complied with everything multiple times and have provided all requested and necessary documents to the lender. I received an email that they were denying the request to correct my income. I have provided them with current bank statements as well as current pay stubs in addition, I also provided bank statements from my estranged husband showing that he was paying and had been paying on the house that we where on a loan together. I have mailed letters and followed up with XXXX as well as sent all parties an email asking for yet another application to reapply since that is what they where wanting me to do since they would except and or allow the changes to my pay. This is a frustrating for all this could have been resolved 4 years ago. But then again this has allowed the bank to charge all these outrages fee 's to to my loan. Let al the bank loan payments, late fee 's, mailing fee 's ( which in access they will send XXXX of the same letter everytime ). I feel as I have been giving the run around and now I received a letter stating the foreclosure sale date to be XXXX XXXX, 2015. The bank as yet to respond to my requests has brought me here. 

Regarding a question below, I did n't pay an outsidecompany for assistance but paid XXXX $ XXXX XXXX seperate times to receive mediation.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-04-10 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: JMS Associates, Inc.
State: KY

Complaint narrative:
I received repeated calls and hang ups from XXXX Associates collection agency in Florida. When they finally spoke to me they threatened me with a civil suite and reporting to the Credit Bureaus for an unpaid bill for home repair work I had performed over 2 years ago. I said I had paid the bill and would find proof at home in my records. The next day I sent them my receipt for the final bill marked " final '' and proof of payment with method and date. They said that this was XXXX of XXXX bills and I stilled owed on another bill and I needed to call their office " that afternoon '' to resolve. My records were at home so again I dug through records and found my copy of the other paid bill with method of payment and date. I called the next day repeatedly to explain what I had found. XXXX XXXX ( the agency owner ) refused to take my calls. By afternoon I told the receptionist that I would hold since my calls ere not being returned and he would not take my calls. XXXX XXXX was again threatening about not paying my bills and refused any explanation of the documents I sent him. 

I called the Contracting company and they explained that the salesman had left the company and that they had many duplicate quotes in the system for the work performed on my home. Somehow they decided to randomly pick XXXX quotes and insist I owed them {$2500.00} I have provided proof of payment for the XXXX bills I received for the work performed. What they are trying to collect for is duplicate billing and erroneous work from sloppy paperwork from a former salesman.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-08-09 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
My husband and I are wanting to purchase a mobile home and after trying to fill out the in-house lender through the mobile home park, it prompt me to this page " unfortunately, we do not have a lender that match your needs, etc '' then I picked the Quicken loan " see weblink '' XXXXThen I had applied through Quicken Loan and wrote both my SSN and my spouse. To my surprised, it gave me an error and never received a result. An agent phoned me right away and explained that Quicken Loan never process any mobile home loans and tried to convince me to get a single family home loan. I said NO and they should have never advertised from the mobile home site to begin with. I am a XXXX in the state of XXXX but currently working as an apartment locator. You can say I am very naive about the mobile home buying, but this company put a hard inquiry on my XXXX credit bureau effective today XX/XX/XXXX. This is an unfair practice and obviously I was a victim of a " bait n switch '' type of advertisement. Please help me remove this hard inquiry off my credit because we are trying our best to buy our cheap permanent home. This hard inquiry will definitely affect any future purchase. Here is the Quicken Loan informationEMS QUICKENXX/XX/XXXXXX/XX/XXXXMisc. 
Creditor Contact DetailsQUICKENLOANS/EMSQUICKENXXXX XXXX, XXXX XXXX ( XXXX ) XXXXSee something wrong? 
Find out how to dispute a hard inquiry.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
NationStar is false reporting on my credit file and/ or consumer reports. They fail to follow reasonable procedures to assure maximum possible accuracy of the information concerning me and fail to conduct reasonable reinvestigations with respect to such information. They are in violation of XXXX XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
Dear CFPB- I am writing because I received a property insurance cancellation notice ( attached ) from XXXX XXXX due to non-payment of premium of {$6700.00} by my Mortgage servicer ( Nationstar ) unless paid by XXXX XXXX 2016. 
As per my last mortgage Statement, Nationstar is holding in escrow a balance of {$11000.00} There are XXXX active disturbances in the XXXX that could negatively affect my home and Nationstar Mortgage is risking my insurance coverage either through neglect of with the intent putting me in peril by maximizing leverage of my escrow funds to for their own benefit. 
I have faxed copies of this letter to Nationstar and sent a letter to their listed office of insurance renewals at XXXX and tax notices/bills at XXXX with no reply. 

My mortgage has been re-sold twice in three years and this is the second time in that period that this has happened. 

I expect that since Nationstar has proven themselves to not be reliable custodians of an escrow account and my equity in my home is significantly above XXXX % that I will attempt to take responsibility of payment of property insurance and property taxes. 

Thank you for your assistance with this matter.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-31 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: BB&T CORPORATION
State: NC

Complaint narrative:
I was charged a overdraft fee of {$36.00} by BBT Bank when my available balance was more that the amounted debited from my account. My posted balance was not so that is why the overdraft fee was charged according to BBT. However had I used my debit card for the same amount it would have been covered and NO overdraft fee. This is just a way for BBT to make extra money off consumers. What is really crazy is I made my deposit in cash at their ATM at XXXX and that was to late for them to post CASH to my account but it was showing in my available balance. Every other bank if you make a cash deposit anytime it is posted and available to use. This is totally just away for big bank to make extra money of the consumer.

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 2015-12-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
I have been making payments on my home mortgage for 15 years and never been late on a payment. When a balloon payment came due, the current service provider told me that I would have to pay the amount in full, or they would foreclose on my home. I could not obtain the large amount of money needed to pay the loan, so I sought to refinance. Select Portfolio Services ( the service provider ) told me they could not refinance the property, that the only option I had was to pay it in full or default and lose my home. 
I finally found a company that would refinance for me, and began to ask SPS to provide me certain documentation in order to complete the process. It has taken over three months at this time, and it still is in process. The mortgage changed providers numerous times, and along the way it changed from XXXX as the lien holder to XXXX who apparently owns the lien. When I finally got to the point where we could close, the title company obtained a copy of the title on the home, and it showed XXXX as the lien holder. Since all the supporting documentation showed that SPS was servicing the loan for XXXX, the title company asked that SPS provide a document showing that the lien changed hands from XXXX to XXXX, but SPS refuses to do this. I 'm suspecting that there may be no proof of who owns the loan, since SPS can not provide me with any documentation of this simple fact. I called XXXX and they said they had no records of the loan. I called XXXX and they also told me that there was nothing in their records. SPS insists that they have to say that because SPS is the service provider, and only they can divulge information. I should have been able to close on this months ago, and because they will not assist me, I am now behind in XXXX payments and it will soon begin to affect my excellent credit rating. My mother ( who dwells in the home ) receives almost daily calls from SPS asking for payment and threatening to evict her if payments are n't submitted. She obviously is very upset about this, always in tears and being an elderly woman with serious health problems, this is stress that threatens her well being. I just want to close on my refinance, payoff this mortgage and cut all ties with this company. Can they legally prevent me from moving forward by not supplying the necessary documentation? Are n't I entitled to this information? What can I do to hold them accountable?

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We had a loan with Nationstar Mortgage LLC and always made our payment in advance of the actual due date. We refinanced our loan recently and when they sent the demand to the title/escrow company it appeared to be off by one months payment. In order to not lose our lock we went forward with the refinance and decided to dispute this after the fact. We have made numerous calls to Nationstar and each time we are forced to talk to a new person and explain the situation all over again. What we have asked for repeatedly, and Nationstar said they would send, is a complete accounting of all the payments we made over the course of the loan. We believe that they did not give us credit for the XXXX/XXXX/15 payment and therefore owe us a refund. To date we have not received any kind of an accounting from them and are frustrated as we 've called at XXXX XXXX times regarding this. We want a complete accounting of all our payments made to them on our loan. The loan number with Nationstar is XXXX. If you could please help us with this it would be greatly appreciated.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: VA

Complaint narrative:
My mortgage loan was taken over by Nationstar Mortgage from XXXX XXXX XXXX in XXXX 2015. For 10 years at XXXX I paid my mortgage bi-monthly as a term of my mortgage and there was never a problem, I was never late. I continued this practice when Nationstar took over. I have NEVER missed a payment. Now, they call me constantly telling me I 'm late, when I am not. Apparently they misapplied a payment initially which makes them think I am late. I have assured them that I have not missed a single payment. They are telling me that I now have to pay a private company {$290.00} plus a monthly fee to make my payments like this. Are you kidding me?? When I spoke with them in XXXX, the operator assured me that the misapplied payment had been corrected and that my account was current, but that never happened according to the call I got yesterday. It is very difficult to deal with these people as everyone I have spoken to has difficulty with the XXXX language. Now for the ultimate insult, they are now reporting to the credit bureaus that we ar 30-59 days late on our mortgage. This is slander of the highest degree since my account only shows that I am 15 days late even tough that is not accurate either. I have never been late on this loan and I do n't intend to be treated like this. They are ruining my credit for no reason at all. I will await the result of this inquiry and pursue legal action if necessary.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-12 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
On Friday, XXXX/XXXX/16, I called Quicken Loans about a potential refinancing of my existing mortgage. I explicitly told the representative what I was looking for, the term of the loan, and the minimum cash out amount that I needed ( {$140000.00} ). I told him that if the cash amount I needed was not possible, I would not be interested in refinancing since it would not serve my needs. He stated that I would be able to get the amount required, perhaps about {$5000.00} - {$7000.00} less ( which I did not object ), and the rate would be 2.99 %. He then said that he needed to " profile me ''. I told him that I would be ok as long as the cash out amount and the rate were accurate ( emphasis on these conditions ). After he ran my credit, he said everything was fine and I would be receiving a good faith estimate shortly. To my surprise, not only the cash out amount was substantially lower - {$120000.00}, more than {$20000.00} less than what I required! - the 2.99 % rate required more than 3.5 % in points, which he did not disclose! I emailed him back twice and received no response. I feel that I was cheated during the process so he could run my credit score and initiate the application, most likely because his compensation is tied to those metrics. He should have disclosed the points and Quicken Loan 's experience in this industry should have been more than sufficient to give an approximate cash out amount based on the closing costs, at the very least that the amount would not approximate my desired outcome.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-06 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
Nationstar Mortgage has received numerous completed loss mitigation applications from me requesting a short sale on my property since XXXX XXXX. I have made several complaints against them via this website with regards to their handling of this process and my account. All of their responses deny any wrongdoing and they outright lie about their actions. Nationstar has failed to send me the customer, the appropriate notices required by CFPB regulations regarding my loss mitigation application ; utilized unfair and deceptive communication and actions ; failed to timely decision my numerous loss mitigation requests ; and most recently is guilty of dual tracking. I received a letter dated XXXX XXXX, XXXX from XXXX XXXX, XXXX attorneys stating Nationstar has forwarded my account to them for foreclosure while at the same time they currently have a completed loss mitigation application they have not decisioned. On XXXX XXXX, XXXX the current negotiator advised my realtor through XXXX that a decison could be expected this week. Needless to say, that did n't happen. Additionally, I received a letter dated XXXX XXXX, XXXX from Nationstar stating they received my sales contract and requested yet another Hardship Affidavit and that the short sale request review will not even begin until this is received. In responsse to my last CFPB complaint, Nationstar provided a list of documents they needed to complete my application. They were submitted as requested by the date they requested. And now this. This whole process has been unbelivable and completely unnecessary simply because Nationstar is not following the law. 

I require the following : 1. Remove my account removed from foreclosure. 
2. I want the complete timeline of the communications between Nationstar and my realtor since the initial short sale request was made in XXXX XXXX. 
3. I want all notices that Nationstar claims to have sent me throughout this process including but not limited to Acknowledgement Letters, Incomplete Information Notices, approval and/or denial letters, delay notifications, etc. 
4. Provide a decision on the current request. They have all the documents they have requested ten times over.

Company response to consumer: Closed with explanation