vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-05-20 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
Nationstar Mortgage has once more failed to administrate my loans with any competence and it 's beginning to feel like I have been singled out, perhaps because I have already filed complaints. It definitely feels like discrimination. I have XXXX loans with Nationstar Mortgage that XXXX have current complaints filed and now I have the following information from my insurance agency that Nationstar paid the insurance on my primary home # XXXX correctly in the amount of {$770.00} however on my investment property # XXXX they also paid {$770.00} for a premuium rrather than the correct amount due for that policy of {$310.00} and mailed XXXX check to the for the total to the insurance company. When contacted they informed me that I would be responsible to pay the correct amount and to obtain a refund from the insurance company. Since they have the money for the insurance that I have been paying, it is incredible that they expect me to come out of pocket with additional funds when they know they have already drained my savings by not notifying me of an increase in the amount of both payments for several months, then billing me a large lump sum last month and effectively ruining my credit. The next step will be that Nationstar will no doubt be billing me for a shortage that they. created in the escrow account on # XXXX. No other lender has ever bungled my accounts in such a manner and I find it hard to believe that this is not deliberate and effective retribution for filing complaints. 
Following is the email from my insurance agent stating that Nationstar would not correct the issue. XXXX XXXX sent out a cancel notice for non-pay on " XXXX XXXX XXXX XXXX '' ; policy # XXXX. 
I called NationStar on Monday to find out if they have sent payment yet. They said they did and the check cleared on XXXX/XXXX/16. I requested a copy of the disbursement voucher as well as a XXXXCancelled check. Just got that this morning. 

NationStar is also the mortgagee on " XXXX XXXX XXXX ''. XXXX policies have effective dates of XXXX/XXXX/16 And XXXX sent separate bills for XXXX. NationStar paid XXXX but on the voucher which I have attached they listed The policy number the same and paid {$770.00} for XXXX. " XXXX XXXX XXXX '' premium amount is {$310.00}. 
When XXXX received the check they thought they were both for the XXXX address. 
XXXX applied XXXX to that property and then refunded you the overage. 

NationStar will not pay again on the XXXX property so I need to collect {$310.00} from you. 
Policy is in cancel status so please send as soon as possible. You will have a shortage on your Escrow account for XXXX because of NationStar 's mistake. 
Call me if you have any questions. 
XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX ( XXXX ) XXXX Office ( XXXX ) XXXX XXXX Fax

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
The mortgage company continues to charge my account for not having insurance. However, I faxed proof of insurance to the company and the insurance company notified the mortgage company that an active policy. After several conversations, the company continues to charge my account for not having insurance. Further, the company continues to conduct an analysis to bring the account current. However, they have failed to do so. XXXX, Supervisor, stated that they will complete analysis. The analysis was promised by XXXX to be completed in XXXX. On the contrary, it was not completed as of XXXX 2016. An analysis is not appropriate. The payments should go back to the original amount. They are reporting me delinquent to the credit bureau. After several calls and months, they are still refusing to adjust my account and are demanding that I pay for their insurance. They sent back my XXXX payment and put a lock on my home. 
My escrow account was depleted and the funds, as I requested were not placed, due to the error that the mortgage company made. Despite several requests to make the needed corrections, they refused. My husband is a XXXX veteran who is XXXX and I 'm a retired school teacher who is on a fixed income. I can not afford to pay more money than required. They are trying to intentionally foreclose on my home.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA

Complaint narrative:
We have been trying to find a solution to this foreclosure situation we have been facing with Select Portfolio Servicing ( SPS ) for years now. At first, they reviewed us for the XXXX programs ; then, they told us that we were not eligible due to a " business decision '' by the investor. When we questioned this repeatedly as to what that meant, we were eventually told that the investor does n't participate in the XXXX programs. Why would our income and other underwriting factors be considered if the investor does n't participate in the XXXX program? 
In XXXX of 2016, we were denied for the in-house program as well. However, the gross monthly income used for the review was shorted about $ XXXX/month even though all documents verifying the household income were submitted in a timely manner. We chose to resubmit a new application with very detailed verifications of income. SPS finally got the gross monthly income correct, but still denied us for any mortgage assistance, once again claiming that the investor did not allow for approval of the in-house program as well. When pressed, we were then told that the reason was actually that they could n't make an affordable payment based on the guidelines of the program. When we pressed SPS for more details such as the proposed modification payment and what terms were used to reach that proposed payment, we were eventually told that this is " proprietary information '' that they did n't want to disclose (!!! ). 
We have done everything asked of us to try and resolve this issue and get back on track with our mortgage, but we feel like SPS is doing everything they can to complete the foreclosure process. They have scheduled a sale date for XXXX/XXXX/16!!!! 
How can we not be eligible for the XXXX program when SPS has taken so much bailout money ( almost {$2.00} XXXX " committed '' )? Why wo n't SPS produce this servicing agreement that prohibits our loan from any participation in these programs? And lastly, why wo n't SPS show clearly how we do n't have enough income to be modified under the in-house program they offer others? It 's not right that these people keep misleading us as to why we can not get assistance and when we do n't just accept their denial and ask for details, SPS chooses to be secretive ( indicating they 're likely doing something wrong ).

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-07 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: SC

Complaint narrative:
Someone opened up a XXXX and XXXX account using my bank account. I was not aware of this. When I started my bank account I specified that I did n't want overdraft! I said if I do not have the money then do not pay it and do not charge me a fee. I was told OK. Anyways someone used my bank account on a XXXX and XXXX account I did n't know about. XXXX charged my account XXXX for {$1.00}. I was then charged a overdraft fee twice from the bank. Because of this THEN I found out about it and try and talk to BB & T and I kept getting the run around! Then they tell me there is nothing they can do and they closed my account AND charged me {$30.00} for THEM closing it and now sending me threating letters say I owe {$110.00} or they will send my account I to XXXX so no one else will give me a bank account. I really feel frustrated and bullied here by them!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: WI

Complaint narrative:
Select portfolio servicing bought our mortgage about 7 years ago and I recently started noticing that there were extra charges on there besides late charges. They keep telling me that they are charges they do n't have to explain to me so I requested my loan information from the time we bought the house. I have asked twice now and they will only send me the last 7 years stating they do n't have to show me any paperwork from when they bought the loan or copies of any charges that have accrued ... .In XXXX I paid them XXXX house payments at which time they said I was still XXXX behind so in XXXX sent another XXXX plus extra for late charges. What I do n't get is in 15 years of having this mortgage they claim my payoff is still the original amount of the loan I just do n't think that could be right. Please help as we are still at almost an 11 % interest rate too!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-09 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
I am responding to the response I just received from case # XXXX, Nationstar Mortgage. They indicate that my loan is in foreclosure and no portions of the amount due will suffice. only the full amount. This is truly a case of predetory lending since my loan became delinquent in XXXX XXXX and in XXXX I sent a payment, in XXXX/XXXX/15 I sent a payment and I sent XXXX more all totaling {$11000.00} and they were returned way before my loan supposedly went into foreclosure. One of the representatives that I spoke to whispered to me on the phone, '' if you want this to stop, call an attorney ''. The reason that I have not called in an attorney yet is that I thought I could handle something like this on my own. Obviously I was wrong. I need you to see this for what it is. ILLEGAL. 
Why woulda mortgage co. not accept payments on a loan that is three months behind? This is what I want you to find out for me..

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
On XXXX XXXX, XXXX two loan payments for the same amount were initiated on my account in error. As a result both payments were returned insufficient funds. I contacted my loan servicer Nationstar Mortgage and they told me to go ahead and make my payment through another checking account, which I did. As far as I know, my account was then current. On XXXX XXXX, XXXX my loan modification which was originally done in XXXX XXXX was reversed as a result of the NSF on my account which was not my fault. I am now, not able to make payments via online and the principal reduction and reduced interest rate on my mortgage has been reversed. Additionally, there has been negative credit reporting on my account. 
I have spoken to a total of 11 people regarding this matter since the issue began on XXXX XXXX, XXXX to no avail. Everyone says that the loan will be rebooked eventually however it has not happened. The negative credit reporting has caused me to not be approved for a parent loan for my daughter 's college education. This is causing me much stress and I would like it resolved ASAP.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-31 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: LA

Complaint narrative:
SPS servicing is the most unscrupulous mortgage component I 've ever dealt with. The second time my mortgage was due to their company ( because my mortgage was sold to them after 10 years with XXXX XXXX XXXX who were great ) they charged me twice for an online mortgage payment transaction. I attempted to pay my mortgage online and their system kicked me off and told me to try again. So the next day I did, because I 'm responsible and pay my bills on time. Well turns out that my first attempt to pay was apparently processed but I did n't get confirmation of that! So when I paid again they charged me twice! Then when I call them to cancel one, they say they ca n't help me! So they fraudulently charged me twice! When the online payment is processed it clearly states that you will receive confirmation through an email that your payment was processed! Never got any confirmation for any payment whatsoever! So that 's why I paid out again the next day, because like I said I 'm a responsible person, and I like to play my bills timely! This company is the worst and commits fraud!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
After my residential home loan servicing transfered from XXXX to Nationstar, I got a letter from Nationstar at the first escrow review that my escrow payment would increase from around XXXX. It was then I realized my escrow balance was - {$1200.00} even though I 'd had the XXXX loan for 10 years and only minor, occassional fluctuations in payment. My insurance and property taxes are about the same, yet I have a negative balance?? Not possible. Funds were not transferred. Nationstar is dragging with response and still plans to nearly triple my escrow payment.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: PA

Complaint narrative:
We put our house up for a short sale back in XXXX the company SPS requested our financial information. They got another appraisal this was the XXXX. SPS said they wanted {$300000.00}. 
on XXXX XXXX 2016 there as an offer for the total {$300000.00}. Since then SPS has requested our bank statements for every month and got a new appraisal every other month. the last year SPS has gotten at least 7 appraisals. The last Appraisal was for {$260000.00}. The people that put in the full price now after being put off for almost 5 months are giving up SPS has done nothing to get this sold .They say they are still looking it over and it will be at least another month.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
I recently obtained a mortgage on a parcel of land and an existing house thru Quicken Loans. The land is part of a subdivision and tax information wo n't be available until the next tax roll assessment. Until that assessment is complete, I pay out of pocket to the original owner of all of the parcels, my share of the taxes. What Quicken is doing however is forcing me to make Escrow payments equal to the tax of all of the parcels knowing that the amount is incorrect and significantly overstated. What I am told is that absent having the specific amount for my parcel, they can collect the amount of all of the parcels. And yes they know this is in error and acknowledge that it is in error. That defies all logic.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WA

Complaint narrative:
I refi'ed my mortgage with XXXX. I had no issue with them. They sold it to Nationstar. NS immediately tried to force me into their homeowner 's insurance. I had it already with XXXX. They then tried to force me into flood insurance. I already had it with XXXX. Now, they are sticking me with " gap '' flood insurance. They insist on {$2400.00} right away and they are boosting my monthly mortgage payment from {$700.00} to {$1200.00} a month. Repeated calls and letters are useless with them. In checking with the XXXX, they are not accredited and have an " F '' rating. They are terrible! This useless " gap '' insurance will cost me an additional {$15000.00} over the term of my mortgage and I have no right for refusal. They " claim '' I agreed through " terms and conditions '' even though that agreement was with XXXX, not them. It is forcing me to consider another refi 12 months after I just did it. This will cost me {$3000.00} but it saves me {$12000.00}. I could pay off mortgage but would get hammered XXXX by income tax. ( XXXX with withdrawl, XXXX with the boost in % income tax bracket )

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: NC

Complaint narrative:
3 months ago we refinanced our mortgage with another bank, BB & T has not returned our escrow balance of {$2200.00}. We never had been a single day late for payment while we hade mortgage with them. So this is their way to make sure we never come back! Past 3 months we called so many times, even went to branch manager for help us but all we had is empty promises : " 2-3 days '', " 24 hours '', ... etc everything but refund check!

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 2015-06-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
We are trying to refinance our house. We had been with XXXX which sold out to XXXX XXXX XXXX and has now sold our mortgage to Nationstar. 
We have given written and verbal permission to Nationstar to share information with XXXX XXXX Bank to refinance. This process started the XXXX week of XX/XX/XXXX. 
For some reason the loan was being held up and not being released to XXXX XXXX Bank. We were finally able to find out that they were stating we had XXXX liens on our house. It seems that when we bought the house and we used VA to purchase and then a few years later when we refinanced we went with FHA. The VA loan was never removed by either XXXX or by XXXX XXXX XXXX. So we have asked Nationstar to remove the VA loan as it is not correct, we are being stonewalled. We are told it would take a month to remove. I sent an email requesting that this should not take a month to correct an error of this type and was told that it would be considered and we will be notified XX/XX/XXXX. 
I feel that our mortgage is being held " hostage '' because they for some reason do n't want to release it to XXXX XXXX. I ca n't think of any other way to explain this. All the people who have been trying to obtain information are amazed as to the way we have been treated. The numerous people I have spoken to at Nationstar have been very unhelpful. I have even call the corporate office and the woman I spoke to was amazed that this was going on. 
We just want to move on and change companies and complete this process.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-12 00:00:00
Product: Mortgage — Other mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
Approximately 4-6 months my wife and I applied for a credit loan and was turned down because of 2 late payments to Nationstar reflected XX/XX/2016. We were not aware of this and wrote both the credit bureau and Nationstar Mortgage and received a reply from Nationstar dated XXXX stating that after review they would not change the credit reporting and it was my fault. They said because they sent us a letter stating a rate increase back XX/XX/2016. I do not remember seeing it. We average getting 3-5 pieces of mail from weekly along with numerous calls asking us to refi our loan. The customer service rep that was not their problem. 
My feeling is this " bunk ''. If you look at our history of paying this loan you will see payments being made on time and had made numerous payments in amounts greater than the normal payment. When I call Nationstar to speak with a customer service rep, 99.9 % of the time I get an " non-English speaking '' person of which is very hard to understand. 
I am hearing impaired and have asked to speak to an " English '' first speaking person and have n't had much luck. We have had numerous mortgages over the last 20 years and hands down Nationstar is the most difficult to work with. The loan we had applied for was with XXXX XXXX XXXX XXXX for the purpose of purchasing and RV.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: LA

Complaint narrative:
I did not receive a bill for XX/XX/XXXX payment. I did receive an email on XX/XX/XXXX stating I must pay today to avoid late fee. I called and paid with the same checking account I always use and received confirmation # XXXX. On XX/XX/XXXX, I received thank you for your payment by email. Again I receive an email that I 'm going to be late. I check my account ; no payment was taken. I call XXXX at Quicken on XX/XX/XXXX ; I explained the payment did not go through.He said to give him the numbers, I did, he said were done. XX/XX/XXXX I received an email thank you for your payment. XX/XX/XXXX, I 'm late again, I send an email to explain and included a check from the same account. NOW, it 's paid but they want XXXX late payments. They said it 's not their fault, but I have used my routing and account # 's with out a problem with others and no problem. They said they still do not know why both times the payment did not go through. I believe they have an obligation as a financial institution to be held to a higher degree of professionalism. If a Quicken employee can not figure out why the numbers did not work ; I do n't know what else to say. I told them to listen to the recording of the call. Yet they just say I 'm at fault. I 'm not the company that sent two emails thanking a CUSTOMER for your recent payment that was not true, and very confusing. I do not believe Quicken should benefit financially for mistakes that they made.

Company response to consumer: Closed with monetary relief