vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2020-05-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: CREDIT ACCEPTANCE CORPORATION
State: MI

Complaint narrative:
I have made the payments to get the loan up to date but I have been able to get the car and they will not bring the car to me. This company did not talk to in the first place and I told them if they get the car to me I would take to make the payments but they will not bring the car to me and are planning on selling the car, I told them to go ahead and sell the car because I don't like to pay for something I don't have and never had from day one because they were talking to another person until I received a letter telling me that the car had been taken back. I am an XXXX year old person and I am trying to make ends meet with my income,

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 2020-05-15 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
I had a Citi AAdvantage Platinum Select credit card. I received a statement for the billing period XX/XX/20 - XX/XX/20 that had a balance of {$350.00}. Payment due date was XX/XX/20. I attempted to make the full payment on XX/XX/20. However the credit card company credited the payment on XX/XX/20 and charged me a late payment fees of {$25.00} and interest of {$4.00}. I called Citicard in XXXX and attempted to get the late charges and interest charges removed. The representative said that he was having 'system ' problems and he would take care of it. I requested that my account be closed and he closed my account. In my account statement of XX/XX/20 - XX/XX/20 the late payment charge and interest charge was still there and the balance owed was {$30.00}. I assumed that this would be removed as the representative had told me and the account would be closed. 

In the account statement covering period XX/XX/20 - XX/XX/20 another late payment charge of {$25.00} was added with interest of XXXX cents for a grand balance of {$56.00}. I called today and spoke to a representative and explained the problem that this account had been closed a couple of months back after i had paid the full amount and the Citi representative that time had agreed to remove the late charges and close the account. Instead of removing another late payment charge of {$25.00} had been added plus XXXX cents of interest. This representative attempted to help but was unable to because the 'system ' would not let him. He escalated this up to someone who escalated this further up but to no avail. The 'system ' would not let them remove the 2 late charges of {$25.00} each plus the accumulated interest. This whole process took half a day of my time. So my complaint is about this imaginary 'system ' that allows Citi to get away by imposing late charges on late charges. I attempted to close the account after paying the balance in full 2 months ago and here I am still owing Citicard.

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 2020-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
Mortgage Paid Off to Mr. COOPER- Texas in XXXX of XXXX Called Mr. COOPER XX/XX/XXXX to find out when my escrow checks will be mailed. 
I am owed a total of {$1600.00} which includes two checks of {$1300.00} and {$290.00}. Have called since then several times. Dates of XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX. Excuses have been used from associates of Mr. COOPER that the checks were sent to the wrong address, bank declined wiring of checks and other excuses. I had the situation escalated to their " escalation '' team. I was assured the checks were going to processed XX/XX/XXXX. I now have continued to call with no call backs or information. No check has been received. They have my current address, which they have had, and my phone number along with email address. I have paid my mortgage in full and they have owe me this escrow. I have also never had a late payment with this company. 
Please assist is retrieving my escrow that is due to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE

Complaint narrative:
I called a XXXX XXXX school to schedule my son for their package of 10 hours of driving for XXXX on XX/XX/2020. They withdrew the XXXX out of my account on XX/XX/2020. XXXX driving school was suppose to pick my son up for his 2 hours on XXXX the XXXX @ XXXX XXXX after waiting for 40 minutes I called the school multiple times to find out what was going on, no one answered. I texted the driver who was suppose to pick my son up, he never responded. I sent a text message to the driver stating that since no one wants to return my call or pick the phone up my next call was to my bank.So I called my bank USAA to dispute the charge because obviously they had my money so why bother calling me. On XX/XX/XXXX, the driver text my phone to tell me that the owner of the school decided to shut the school down due to COVID-19. The Governor or any Governor for that matter has not shut down anything as of yet for COVID-19. So the XXXX XXXX school can now keep my money with NO services rendered and use COVID-19 as an excuse to embezzle money out of people. USAA was no help in this dispute because they said they don't cover anything COVID-19 since it government laws. I told them the dispute is NOT COVID- 19 related because nothing was shut down that is XXXX excuse for keeping my money and not providing any service. I just want my XXXX dollars back and XXXX held accountable for their dirty actions.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 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 — Investigation took more than 30 days
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MD

Complaint narrative:
TRANSUNION FAILED TO INVESTIGATE THE DISPUTED ITEM WITHIN 30 DAYS.. IN ADDITION THEY FAILED TO PROVIDE THE INFORMATION ON FILE CONCERNING THE DISPUTED ITEM PURSUANT TO SECTION 609 OF THE FAIR CREDIT REPORTING ACT

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 2020-05-15 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: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I disputed the account XXXX XXXX with XXXX, Experian and XXXX and the incorrect information is still there. 
I do not know who XXXX XXXX is. 
I have never signed an agreement with XXXX XXXX. 
They should NOT be on my credit profile. 

I disputed the account XXXX XXXX and the incorrect information is still there. 
This account was Never Late and never charged off however Experian has it marked as late and charged off. 

I disputed the account XXXX XXXX with XXXX, Experian and XXXX and the incorrect information is still there. 
This account was Never Late and never charged off however XXXX, Experian and XXXX have it marked as late and charged off. 

I disputed the account XXXX XXXX with Experian and the incorrect information is still there. 
This account was Never Late and is paid off however, Experian has it incorrectly marked as late with a balance I disputed the account XXXX XXXX with Experian and XXXX and the incorrect information is still there. 
This account was Never Late and never charged off however XXXX, Experian and XXXX have it marked as late and charged off. 

I sent disputes about the above accounts on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY

Complaint narrative:
XX/XX/2020 Rushmore Loan Management Services Department of Consumer Affairs XXXX. XXXX   XXXX XXXX, CA XXXX XXXX : WRITTEN REQUEST Pursuant to CFPB Mortgage Loan Servicing Rules To Whom It May Concern : In  XX/XX/2020, my loan was transferred from XXXX XXXX XXXX Mortgage to Rushmore Loan Management Services. I made my XX/XX/2020 and XX/XX/2020 payments of {$2600.00} to Rushmore Loan Management Services. 

On XX/XX/2020, I received my Annual Escrow Account Disclosure Agreement and Change of Payment Notice. It stated that my monthly mortgage payment was going to increase by {$570.00} per month as of XX/XX/2020 because of Rushmores Escrow cushion policy, which is egregiously  excessive. 

On XX/XX/2020, I spoke with the customer representative about the increase in my mortgage payment. I am requesting that my loan payment be reduced as it relates to my escrow analysis to remove the cushion. 

Please note that this increase is excessive. My property taxes have only increased by {$120.00} per month. Since XXXX XXXX transferred my loan, Rushmore is increasing by {$570.00} per month which is excessive!!! And especially with COVID-19 it is unreasonable to have such a substantial cushion. I am submitting this as a WRITTEN REQUEST because of the COVID-19 quarantine, I do not have  access to a fax machine to submit my request. 

Also, note that I am a NY homeowner and I will submit a complaint regarding Rushmore Loan Services regarding your servicing practices. Once my loan was transferred from XXXX XXXX to Rushmore Loan Management Services I have been inconvenienced regarding payment options ( i.e., biweekly automatic payments to align with my bi-weekly payroll ) as, well as this excessive increase. I am also going to file this complaint with Governor XXXX XXXX, Attorney General XXXX XXXX, the Consumer Finance Protection Bureau and the NYS Department of Financial Services. Please  note that I would like my payment adjusted as of XX/XX/2020 to reflect the actual increase of my property taxes ( i.e., {$120.00} ). 

Please respond at your earliest convenience. 

cc : Consumer Finance Protection Bureau New York State Department of Financial Services Honorable Governor XXXX XXXX Honorable New York State Attorney General XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: NJ

Complaint narrative:
Inaccurate information on credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: ZIONS BANCORPORATION
State: CA

Complaint narrative:
My bank is California Bank & Trust. My branch is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Phone : ( XXXX ) XXXX. I cashed a check for XXXX in person at that branch. From talking to the customer service, the teller is supposed to call the bank where the check I cashed is from and see if there are funds available to cash. If the other bank does not verify funds for the check or is unable to provide verbal information the bank teller is supposed to tell me either of these things happened. The bank teller did not verify if the check had funds at all. They cashed the check without doing any due diligence and their reasoning is that it is fully my responsibility to know if a check has funds, not theirs. The check I cashed out got bounced back and nobody from my bank has notified me ; I only found out by looking at my online transaction records. The money was taken from my account and a service fee was added for {$12.00} for a returned check. 

I called customer service. It was after the hours my branch was closed. They said they have an adjudication process called XXXX. Its a complaint I file to the branch. The customer service representative sent it to my branch on my behalf and they will receive it when they open tomorrow. The branch manager at that exact location only is responsible for adjudicating it. I asked the customer service representative if there is any adjudication process in the company that does not involve a bank branch adjudicating itself. I could not get an answer because the customer service representative does not know despite working in customer service. I later called the bank branch and they can only get a supervisor to speak to me the next business day. They can not get someone who does not work in the branch to adjudicate the situation that happened at the branch. The customer service representative admitted that if the bank adjudicated against itself it will get in trouble because it could possibly have cashed a bad check without telling me about it. MY QUESTION IS : how can I get an adjudication process that does not involve a bank branch judging itself? This means the bank may not be impartial when judging itself because they will get in trouble with district or corporate management if they rule against themselves.

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 2020-05-15 00:00:00
Product: Debt collection — Medical debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: WAKEFIELD & ASSOCIATES, INC.
State: FL

Complaint narrative:
I had XXXX  XXXX at XXXX Hospital, XXXX, FL on XXXX XXXX, XXXX. I subsequently received a bill from XXXX Hospital in the amount of {$2400.00}. However, this bill had no detail, so I immediately requested a detailed, itemized bill from the hospital. It took many months for XXXX to respond to me with such an itemized bill, which I finally received in XXXX XXXX. I immediately paid this bill in full on a Mastercard,  which posted to that account on XXXX XXXX, XXXX. Unfortunately, XXXX forwarded this " unpaid '' bill to a collection agency, Wakefield & Associates, that same month. I subsequently learned that the communication between XXXX and Wakefield was not adequate, and that XXXX 's email notification to Wakefield informing them that the bill was paid went to an email account that was not monitored properly by Wakefield. Wakefield subsequently sent my name to XXXX in XX/XX/XXXX. When I became aware of this and saw my XXXX credit rating drop precipitously from XXXX to XXXX (! ), I began contacting all three parties -- XXXX Hospital, Wakefield & Associates, and XXXX -- to see how to resolve this. I was informed by Wakefield that they had since been notified the bill was paid, and that their records indicate a XXXX balance. I was further assured that they informed XXXX of this on XX/XX/XXXX, both electronically and via postal mail. I submitted at least 3 " Disputes '' to XXXX providing all of this information, as well as documentation from the original payment. As of today, XXXX continues to assert that Wakefield is informing them that the debt remains outstanding and my credit rating with XXXX remains damaged.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Ralis Services Corporation
State: CA

Complaint narrative:
The Owning Corporation will not accept my refinance application because I own a business. This is discrimination especially in today 's environment where small business owners need the support and help of our financial communities. I more than qualify financially for this loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: CAPITAL ONE FINANCIAL CORPORATION
State: UT

Complaint narrative:
Capital One XXXX : Please remove this debt from my credit report. I no longer owe this debt. It has been paid and needs to be removed from my credit report.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2020-05-15 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ERC
State: TX

Complaint narrative:
I found out yesterday XX/XX/XXXX that a company called Enhanced Recovery CO L has reported to the 3 credit agencies that I owe {$1200.00} because of a bill from XXXX XXXX XXXX mobility. I contacted XXXX XXXX XXXX and they deny that I owe them that money and that it is a fraudulent charge. The company Enhanced Recovery CO L,  called me late in XXXX and after the discussion it was my understanding that they understood it was fraudulent because I don't own a XXXX XXXX XXXX mobile phone and haven't for many years. After that I never heard from them by either phone or mail. Yesterday I checked my credit report and saw that they reported the collections and 5 missed payments seriously damaging my credit. As I mentioned earlier, I never received anything in writing from Enhanced Recovery CO L. They posted that I missed these payments XX/XX/XXXX to XX/XX/XXXX. Efforts to reach them by phone led me to a phone with no voicemail box that would not let me even leave a message. There contact information from XXXX is as follows : Enhanced Recovery CO L XXXX XXXX XXXX XXXX, FL XXXX XXXX My contact information : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
My Citibank Credit Card has {$960.00} to be refund to me for over payment and there is more than 10 business days waiting for my refund and I have not receive it yet.

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 2020-05-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: EQUIFAX, INC.
State: WA

Complaint narrative:
My identity has been stolen, probably as a result of the 2017 Equifax security breach. 
By getting access to my social security number and other personal information, ciminals have applied for unemployment in my name. They are opening up bank accounts without my knowledge. 

I have been unable to reach Equifax to freeze my account. I can not reach any agents by phone or email. Their automated services do not work. 

I have been on hold up for over four hours at a time without anyone answering.

Company response to consumer: Closed with explanation
Consumer complaint received 2020-05-15 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: MA

Complaint narrative:
On XX/XX/XXXX, I booked a XXXX flight through my Citi Premier Card using XXXX XXXX points worth {$800.00} as well as a credit of {$57.00} for a total ticket cost of {$850.00}. 

On XX/XX/XXXX I received an email stating that my flight was canceled due to the COVID-19 situation. Subsequently, I called Citi to obtain a refund of my points spent. Over the course of the next 4 weeks, I placed over 15 calls trying to get in contact with the company to find recourse for my situation. I spent over 16 hours on the phone trying to get this resolved as recorded in my phone records. I was transferred  between multiple departments from customer service, the XXXX points team, and speaking with supervisors. 

Ultimately, I was informed directly that Citi is opting to follow XXXX XXXX 's self-determined policy of providing airline credit rather than the U.S. Department of Transportation guidelines requiring airlines to provide full cash refunds on canceled flights. I am referring to the DoT Enforcement Notice released on XX/XX/XXXX stating " in the context of the XXXX Novel Coronavirus ( COVID-19 ) public health emergency, that U.S. and foreign airlines remain obligated to provide a prompt refund to passengers for flights to, within, or from the United States when the carrier cancels the passengers scheduled flight or makes a significant schedule change and the passenger chooses not to accept the alternative offered by the carrier ''. The notice is listed at this address : https : XXXX ). Again, the agent I spoke with stated clearly that Citi is opting to follow a company 's guidelines over that of the U.S. DoT. 

They are now unwilling to refund the XXXX points worth {$800.00} for my ticket and are instead offering flight credit to be used in two years, which is against the DoT guidelines for cancellations. They have however, temporarily provided a {$57.00} credit to my account to cover the non-point portion of my ticket purchase. There action is illegal and unacceptable. Furthermore, I will not be expecting to have the time to actually use this flight credit over the next two years during my medical residency. I am hoping that the CFPB can help resolve this issue and ensure that Citi follows clearly stated government laws.

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