vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-04-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
I have had a horrible experience with my mortgage from BB & T from the start. However, this latest issue has really frustrated me. My intention from the start has been to pay {$1600.00} towards my loan, XXXX a month. My monthly payment is around {$2700.00} and the remainder is to be used to reduce the principle. The reason why I am paying XXXX a month is to reduce the interest that accrues on my loan. After contacting the bank today, I learned that they do not apply my {$1600.00} payment to the balance of my loan until the full monthly payment is received. The money sits in a " suspense account ''. Therefore, I do not pay less interest at all. However, BB & T has my cash that they can use to invest and earn profits for themselves!!! Their customer service told me that their system is not set up to support bi-monthly payments. 
However, on top of all of that, BB & T sold my personal information to multiple organizations. Since closing I have received multiple letters in the mail from different companies offering to help me pay my mortgage and suggesting that I consider making bi-monthly payments because it will reduce my overall lifetime mortgage cost. It is just wrong that BB & T does not offer bi-monthly payments to their customers but will sell your information to other companies offering to do just that! 

This is just a fraction of my issues with BB & T. In addition, they lost my original loan paperwork with all of my personal information on it. To date I have received no follow-up on that issues, so as far as I know it 's still lost. And, I had a horrible experience with my mortgage loan officer who was incompetent and incredibly rude. I would refinance in a heartbeat if it were n't so costly!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-29 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I have an XXXX loan from th XXXX. It started with XXXX then they turned it over to XXXX. A few years ago the loan was turned over to Nationstar and that is when all the trouble started. They told me when the loan was set up the taxes and insurance were taken out of the payment. The payment was always XXXX. When it went to Nationstar we paid insurance and taxes thru XXXX XXXX XXXX. This seems to me to put more on the principal than the way it was set up. I have made the payment every month to Nationstar, every month {$1800.00}. They change the payment amount, they added an escrow account, paid taxes once and then returned the money. My loan has never gone the way it should. My husband and I are in our XXXX, neither XXXX of us are in good health. XXXX months ago my husband was on XXXX. I do n't know what to do anymore. They have ruined our credit rateing. I have spoken to them for years about this loan and another smaller loan that is also from the XXXX, and also had terrible problems. This has been going on for years. I have faxed them my bank statements to prove payments were made. I have sent paper work. So far my bill if up to over XXXX in faxing and mailing paperwork. I speak to someone that understands and agrees then it all happens again. It is like they figure it out but no one writes it down or lets anyone else know about the outcome of our understanding. Please tell me what I can do. I just sit here and cry at times I am so frustrated. Please tell me what to do now. I recently received and letter asking me if I had an attorney. Maybe getting an attorney is the only answer.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-31 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: ID

Complaint narrative:
Nationstar Mortgage , LLC has recently taken over the serving of our mortgage. My husband has been making extra payments on the loan. As he soon as he began paying extra on our mortgage, Nationstar Mortgage , LLC started charging illegal and unjustified charges to account. Although we have paid in advance and above our monthly payments, Nationstar Mortgage is claiming we are in default. Among the unjustified charages, Nationstar Mortgage has charged us {$1600.00} in legal fees, a fee of {$19.00} ( unexplained ), and a property inspection fee of {$100.00}. Nationstar is claiming that we are in default and must pay {$2.00}, XXXX to cure the default. Actually we are current on our payments and have paid over {$200.00} extra in payments. But Nationstar will not credit our payments is and is making up fees. None of these fees are permitted per my mortgage documents. More importantly none of them are legitimate. I would like CFPB to criminally charge this group. I am not the only victim of this comapny.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-06 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: SC

Complaint narrative:
My borrower, OCWEN Loan Servicing LLC has repeatedly caused me problems with disbursement of funds from an insurance claim check that I was given for repairs that I have paid for as a result of Hurricane XXXX in XXXX 2016. The XXXX insurance company paid my flood insurance claim within weeks of the loss and as per policy, the {$22000.00} check was written out to me, my wife and the mortgage companies ( OCWEN and XXXX XXXX XXXX ). XXXX XXXX XXXX had an authorized representative in their office endorse the check the day I received it in XXXX. In that time, I had paid a contractor to perform all of the repairs, and had receipts that they were paid in full. 

Numerous times I have called their toll free number and was given different requirements from OCWEN representatives ranging from " All you need to do is send the check and we will endorse it '' to a litany of different requirements. When I sent the check in XXXX, it was sent back, unsigned with a letter attached with a list of requirements as if I was waiting to have access to the funds in order to start the repairs. No phone call to clarify why then sent it back unsigned. In the interim, we were given piecemeal different requirements in order to get access to the funds such as copies of receipts, a XXXX form for the contractors, an affidavit which shows that the contractor could not put a lein on the house, among others ( why this was not specified prior, seems to be unknown ). Finally, once they have all of these documents, they ask for us to endorse the check and send it to them. While unsure of why, this process was not going to proceed without it, we reluctantly signed and sent if off again. 

The next issue that we came upon is that they did not accept the Adjuster 's worksheet which The XXXX hired to document to damage. They said it was invalid since the adjuster did not work for The XXXX. This caused us to contact the insurance agent and The XXXX for a letter stating that they hired the adjuster for this claim. 

They stated that they needed to send an inspector to verify that the work was complete. An inspector came and spent not one minute to verify that the repairs were completed. Another week went by and they claimed that they had received the inspection and that they were sending us the funds. The check arrived today and it was written out to us and the contractor, so we have to go to the contractor to get them to sign it before we can have access to the funds. 

It is unbelievable that this could not be resolved any easier. Should I have not had the resources to pay for the repairs, I would still be waiting for the work to start and be without heat in the house.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: AL

Complaint narrative:
I have not been able to clear my credit report dispute with NationStar Mortgage. My loan was paid in full XX/XX/XXXX. They have not updated XXXX since XX/XX/XXXX. I waited till XX/XX/XXXX to first call and was told this will be completed within XXXX business days. I called back XXXX other times and they are indifferent. This negatively impacts my ability to buy a new car and my prospective employer will check my credit before they give me a company credit card for travel expenses.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
I recently applied for credit and found I was denied because of some issues I had with Nationstar Mortgage back in XXXX. I 've always paid my mortgage and never had any issues until I had to deal with Nationstar. 
I had a mortgage with XXXX taken over by Nationstar Mortgage back in XXXX. With XXXX I paid my own taxes and insurance. For my taxes I was late a few times but I always got late fees and taxes taken care of. But never any problems with XXXX for 10+years. My first year with Nationstar, independent of tax issues, was nightmarish. I was sending 1/2 my mortgage payment in every two weeks to pay a little early because I read that this reduced overall cost of loan. I did this with other banks and never had issues ( if there was I could always resolve over phone ). But Nationstar could n't handle it and they kept threatening me with collections and charging me fees, regardless of how many times I worked it out over the phone with their agents. Then they assumed my tax and insurance responsibilities. I was able to block them on taking over insurance payments and I continued to make payments on taxes but they ignored this and would n't figure any of my tax payments into their bill. They also continued to send me erroneous bills. In XXXX of XXXX I wanted a correct statement before I would pay because it kept changing. Meanwhile I went ahead and finished paying off my taxes hoping to get a correct statement from Nationstar independent of taxes ( I do n't recall receiving a correct bill from them for the entire year of XXXX and my bill went up considerably when they assumed my taxes and it changed on multiple levels during the fall of XXXX ). Needless to say it was a very difficult and confusing period with them and I pleaded that they send me back to XXXX, Nationstar was making my life XXXX with their continues phone calls on erroneous charges independent of taxes. 

Here is a link to Texas XXXX : http : XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I had water damage to my property and the insurance company sent me a check for repairs which had to be endorsed by Nationstar and myself. I mailed the check to them immediately and did not receive it back until almost 2 weeks later. they claimed the check was mailed on XX/XX/XXXX when the envelope states XX/XX/XXXX. then they stated in a letter to me ( see all attachments ) that if I did not return the certification document and copy of insurance adjuster 's report within 15 days they would put all additional funds into a restricted escrow account when I do n't even have an escrow account with them. Both documents were faxed to them twice and when I called they claimed they did not receive them. I have a receipt from the fax that they were received by Nationstar.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: IL

Complaint narrative:
Per FHA Guidelines The lender is held responsible, equally with the appraiser, for the integrity, accuracy and thoroughness of an appraisal submitted to FHA for mortgage insurance purposes. 
FHA may pursue appropriate enforcement actions against XXXX or either party for violations. In my situation not only did the appraiser use a foreclosure but he also used a XXXX property that needed a lot of work as well. He also totally disregarded the below grade portion of my home. To clarify that, he only tried to focus on the above grade portion of my home and totally disregarded the below grade. The homes he found not only had lower total square footage than my home but they also had XXXX and XXXX less rooms in those homes as compared to my home. Per FHA Guidelines the characteristics of the property must be based on selections that have similar or the same characteristics including site, site view, location, design, appeal, style, age, size, utility, quality, and condition and the homes selected did n't fall under that criteria. I provided homes that were exact replica 's of my home in total size, rooms, and appearance and the appraiser and my mortgage lender ignored those.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA

Complaint narrative:
SPSAccount # XXXXI am writing this letter to request that you remove the late payments and the negative items reporting to thee credit bureaus. I know it is your power to do so via theFair Credit Reporting Act. 

Speaking with the lawyers and the closing company it is standard via a short sale package for the creditor to remove all negative trade lines and stop reporting to the credit bureaus. I am selling via short sale with your approval. I need to put this short sale hind me and move on. 
I am requesting that you remove all negative payments and stop reporting the trade line altogether and not report the short sale. 
There are several letters requesting the same in the short sale package and it had stop being reported but now the debt is being reported again XXXX. I am sure this is an oversight. 
I am now attempting to improve my credit score, but am having difficultly due to the negative listing on my credit report. Therefore, I respectfully request that you remove this negative listing from my report as a gesture of goodwill. 
XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Hi, my name is XXXX XXXX. I live in XXXX XXXX, CA. My address is XXXX XXXX XXXX XXXX XXXX, CA XXXX. My servicer is now Select Portfolio Servicing , Inc. ( SPS ). 
I 'm currently attempting to work out a loan modification option with SPS. I 've been trying since XX/XX/XXXX. Now it 's XX/XX/XXXX and I still do not have an answer to my loan modification request. I do n't know how long this usually takes but to me this seems very unusual to have this process take so long. Every time I give them documents they always ask for more and it seems like no matter how much documents I give them it 's still not enough for them. I do n't know what to do anymore as my home is put on a foreclosure sale which is scheduled for XXXX XXXX, XXXX. 
I 'm very worried that by that sale date I still will not have a loan modification approved on my loan. I would greatly appreciate it if your company will look into why this is going on and when I will be able to get a loan modification on my home. 
Thank you kindly

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-17 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
My loan was sold from XXXX XXXX to Select Portfolio [ SPS ] Servicing on XX/XX/XXXX. When my loan transferred from XXXX Bank, I was given a final modification of my mortgage. I never received the modification agreement and called SPS to have my modification agreement sent to me as they were my new servicer. SPS informed that I had to get the agreement from the XXXX XXXX. XXXX XXXX informed me that my loan was sold and my case was closed. I then, was told to reapply with SPS which I did. At the time of my modification with XXXX, the value of my house was approximately XXXX dollars according to XXXX XXXX appraiser. Now I am in a dispute with SPS who states my home is now worth XXXX dollars even though we have an appraisal at XXXX which was completed on XX/XX/XXXX. SPS refuses to accept the correct value, and has my home in foreclosure. SPS also refuses to modify me due to their inflated evaluation. SPS withheld my modification that was written by XXXX since XX/XX/XXXX when they took over the servicing of my loan.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I was rated by the XXXX in 2008 to be XXXX with service connected problems received from service in XXXX. I had to shut down my construction business of 35 years due to medical problems. Right about then the economy went bad. Wife and I lost all of our savings and almost out home. Had a mortgage with XXXX and it was sold to nationstar mortgage. We thought B of A was bad until trying to get a loan modification from nationstar! These people should be in prison- what XXXX We went through all the making homes affordable deal, and they set us up with XXXX XXXX Counseling Service. After submitting all the modification papers to XXXX they sent a letter to nationstar recommending a modification! They along with us sent all the papers to nationstar- which they lost after months of waiting. We sent more updated copies to Springboard and nationstar and after months of waiting they lost them again. We submitted more and more copies over the period of 2 years only to be asked to send more. These people are the most incompetent crooks I have ever dealt with. They kept giving us a new so called- " dedicated loan specialist '' every few months. You could leave messages to these jerks forever and never hear back. I was told 2 times by nationstar people that all papers were complete, and they would have a decision for us soon. Only to be asked for more papers again. My story with them could go on for hours, but must stop. We finally gave up, and filed a complaint with my local congressperson. It helped a bit, but then once again the request for the same submitted paperwork. We have completely given up all hope of dealing with them. They know I am XXXX, and that we are struggling. That 's why they will continue to torture you until they know you will give up. What is our once great XXXX coming to when a company like nationstar ( I refuse to capitalize their name ) can treat people like this, and get away with it. The very people you they make a living off of- so they can pay their greedy CEO millions of dollars a year in bonuses.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-11 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
my mother got behind on her mortgage because of XXXX and she had a fire that destroyed the house and we had to pay XXXX mortgages and she couldn '' t do it. XXXX to rebuilt and another to pay her mortgage to nationstar.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: ME

Complaint narrative:
Appeal for loan modification denial was declined with servicer stating appeal response was not received on time. However, borrowers emailed and mailed response to servicer on the due date. The servicer failed to open the appeal email from the borrowers.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-23 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: AR Resources, Inc.
State: FL

Complaint narrative:
I wrote a letter to the debt collector AR Resources , Inc. requesting information on the debt they say I owe. I received a letter from them and attached was a generic invoice indicating I owe {$630.00}. It was not from the Hospital and they did not answer any of the questions I asked.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IN

Complaint narrative:
Select Portfolio Servicing Inc is my mortgage company ( this is the XXXX owner of my mortgage in about three years. Two years ago I received help from the federal government through a HOPE grant to avoid loosing my home to foreclosure. They paid my previous mortgage company {$17.00}, XXXX to bring my account out of foreclosure and I was able to resume paying my mortgage after resolving my financial issue. Since this time that SPS purchased my mortgage they are reporting to the credit agencies that I owe them this amount in my payoff amount. I understand by getting this HOPE grant that if I do not keep the home, ( sell it, or loose it ) I will be responsible to repay this grant amount of XXXX if I do n't keep the home for ten years from the grant date, about two years ago. Here is my issue .... SPS received the amount of XXXX ( or at least the companie that owned my mortgage then did ) and I do n't think it 's fair for SPS to calculate my interest on the total amount still owed plus the grant amount daily, and montly and for SPS to report that I owe a debt of the additional amount of the grant money they received of XXXX. This is a loan I got from the federal government and I will owe the federal government if I loose or sell my home within the ten year guideline. SPS is using this amount to charge me additional interest and fees when they received this money, it is an unfair charging system that will never allow me to pay off this loan. SPS has also created a Escrow account that was not part of my original loan agreement and I feel illegal to attach to my mortage and create a extreme amount monthly to force me into foreclosure through extra charges not agreed to in my original loan agreement with the original mortgage company.. see attached documentation.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation