vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-11-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
I refinanced my home loan through XXXX XXXX XXXX on XXXX/XXXX/XXXX. Shortly after closing, the loan was sold to Nationstar. 

Nationstar must purchase these loans, but not assume responsibility for the legal closing documents associated with said loan. 

Per my original closing documents, handled by XXXX XXXX XXXX, my LTV was scheduled to reach XXXX % on XXXX/XXXX/XXXX, and as stated, gave me the right to request PMI cancellation. I reached out to Nationstar, only to be told that I must submit a signed document, enabling them to perform an appraisal ( at my expense ), before POSSIBLY cancelling the PMI. The cost of the appraisal was more than the PMI accrual between XXXX and XXXX %, so after sending a signed request to cancel PMI ( not the form they have on file, giving them permission to appraise property ), I decided not to pursue this further until I reached XXXX % LTV. 
According to this same closing document, I 've reached XXXX % LTV on XXXX/XXXX/XXXX. Upon speaking with Nationstar, they state I am only at XXXX %, but not eligible for automatic cancellation until I reach XXXX %. 
This directly conflicts with both my closing documentation, and the Homeowners Protection Act of XX/XX/XXXX, both stating automatic removal of PMI once reaching XXXX %. 

This is taking a considerable amount of my time, and I 'm not overly confident that Nationstar will comply with my request, stating they have a right to continue charging PMI until XXXX % LTV is reached. 

Your assistance is much appreciated.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: AZ

Complaint narrative:
On or around XXXX XXXX, XXXX, I received a XXXX ( Cancellation of Debt ) from SPS Mortgage. The date of identifiable event is XXXX/XXXX/XXXX. SPS Mortgage continued to collect mortgage payments before and after the identifiable event date.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
My house in Florida is pending foreclosure ... I am trying to sell it ... My attorney and I have written Nationstar Mortgage and in two months ... they have refused to provide the payoff amount ... they prefer to seize the house and sell it at auction

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
After filing over complaints about the way NationStar Mortgage handled a trial mortgage in early 2016, we agreed I would start a new trial mortgage. On XXXX XXXX, 2016 I was mailed a statement with XXXX potential trial payment. I agreed in writing ( as I was instructed ) to the payment of {$550.00}. On XXXX XXXX, 2016, I was sent a different sheet with different options, since the payoff date was in my lifetime on XXXX, I agreed to a different payoff, IN WRITING and mailed it immediately to NationStar. The amount is {$640.00}. On Wednesday, XXXX XXXX, 2016 I tried to call NationStar when I received my statement and it showed my trial payment as {$550.00}. The hours shown to call are up to XXXX ( and I am in the XXXX. ) No one answered the phone in spite of the fact that I called before XXXX. I called four times. I called XXXX XXXX and spoke to XXXX XXXX. He told me I should have called and told them, even though the letter specifically states that I can put the information in writing. Now, he said they have to open a case and send this to a review board. The trial period is in jeopardy because I did exactly what I was supposed to do. XXXX XXXX could not find the second letter for 15 minutes while I was on the phone. He wanted to know why I would even choose the second, higher amount. I told him I wanted to potentially be alive when my house paid off. I 'm XXXX XXXX XXXX. I was told by a woman who dealt with NationStar that it did n't matter what you did, NationStar would find a way to make the trial period not go through even if you did every thing right and I have. I am very concerned at this point. Instead of them contacting me about the mistake they made, I have to call them next week to make sure they fixed their mistake. I am worried once more that they will try to take this house. I have never had so many problems dealing with a mortgage company. XXXX XXXX told me to always just call, never put things in writing. I do n't know how other companies do business, but that makes no sense to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
On XXXX XXXX, XXXX XXXX XXXX XXXX who was servicing our mortgage loan XXXX sent us a letter indicating that we had to purchase flood insurance. In response to this letter we visited the XXXX of XXXX office to verify is our property located at XXXX XXXX XXXX XXXX had been classified or considered to be in a flood zone. They said no. We proceeded to contact XXXX who informed us that if we did not purchase flood insurance we would be in violation in terms of our mortgage loan. We then proceeded to purchase flood insurance. During this period of time we were under Chapter XXXX Bankruptcy Protection Case XXXX yet XXXX failed to notify Bankruptcy Court of a new added requirement that was neither part of the Chapter XXXX Confirmed Plan or part of our initial mortgage loan obligation. In XXXX XXXX we received a letter from US District of Oregon notifying us of a class action suite Case No. XXXX : XXXX identifying us of victims of flood insurance fraud. It was claimed that XXXX ( XXXX ) violated the legal rights of its consumer requiring them to purchase excessive amount of flood insurance coverage and by arranging for improper kickbacks for itself and/or its affiliates ( including in the form of commissions in connection with forced-placed flood insurance. Our mortgage loan was transferred from XXXX to SPS Portfolio Servicing on XXXX XXXX, XXXX. On XXXX XXXX, XXXX we received a similar letter from SPS Portfolio claiming that we had to purchase yet again another fraudulent flood insurance coverage. Our SPS loan number is XXXX. We remain protected under US Bankruptcy Chapter XXXX yet SPS has also failed to obtain approval and notify bankruptcy court of a forced insurance coverage that was neither part of our original mortgage loan or part of the confirmed Chapter XXXX Plan. 

Thank youXXXX 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 2015-10-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
We have a complaint against Nationstar Mortgage. There was no willingness to work things out for us, in order to help us! We have tried so many times to modify with them, so we could keep our home, which we love, and have taken such good care of for over 18 years! They instead raised the price of our mortgage, instead of reducing it! They Never had intentions to help us homeowners! We know other banks who have helped other homeowners to modify and keep their homes, Nationstar is not one of those, they are not interested in helping others!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MD

Complaint narrative:
Nationstar mortgage company purchased my mortgage from XXXX in XXXX of XXXX. Since I had a conventional loan originally, I qualified to have my PMI removed after 2 years. I submitted the PMI removal request to Nationstar officially on XXXX XXXX, XXXX. They initially tried to tell me that I could not have it removed because of a late payment on the account, which happened only at the time that Nationstar initially transferred the loan over from XXXX, which happened without my knowledge. I made the XXXX payment to XXXX, they never cashed it, and the payment was never sent to Nationstar. I had been in communication with Nationstar all along about this, and even though the " official '' payment was a few days late, they agreed to not charge any late fees because they were aware of the miscommunication between the XXXX mortgage companies and I. Regardless, I waited until the official " wait time '' of 1 year with no delayed payments to check on the status, and after I called them today, they stated that my current Loan to Value ratio is at 90 %. When I asked them how they got to this figure, no one was able to answer that question for me. One person was able to give me the initial appraised value of my home at the time of purchase in XXXX, which placed my LTV ratio at 78 %, but still, no one could answer that 90 % amount, and they stated that if I wanted to remove the PMI, then all I needed to do was pay {$60000.00} toward my loan and then it might be removed. After going through XXXX different departments, I was finally told that I now need to re-submit the PMI removal request, and that they would send me a new form ( which i still have not received ) and start the entire process all over again. At this point, it is clear that they have no intention of removing the PMI from my account.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-09 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: McCarthy, Burgess & Wolff, Inc.
State: SD

Complaint narrative:
I had a debt collector contact my mother saying that I had an account in collections. When I contacted them, they stated it was for a XXXX account out of Idaho. I have never lived outside of the state of South Dakota, and have had the same XXXX account from approx XX/XX/XXXX-XX/XX/XXXX. I told them that I was a victim of identity theft and that I would be filing a police report. This debt had since been reported to credit bureaus.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-08 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
My mortgage Acct # XXXX which was sold/transferred to SPS from XXXX was approved for a modification prior to the transfer. 
Throughout this transfer there has been a lot of confusion for me due to the timing of the transfer and the manner in which it was handled. I have been advised that the terms of the XXXX Remodification should have been honored by SPS, Select Portfolio Servicing, and that changing the terms is unethical and illegal. 
The mortgage terms in the documentation from SPS are nothing near what the terms I received from XXXX are. 
Please review the attached document from XXXX with the terms that I agreed to. 
I completed my trial period payments as agreed and I presume that the original terms are binding. I also understand that XXXX did not include the documentation for the remodification until I made it known to SPS and made a request that they be sent over. I will be advised by an attorney as to what my legal rights are in this matter. 
Please advise. Thank you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: DC

Complaint narrative:
Please see attachment. Select Portfolio is making a claim that it represents my creditor. They claim there is an assignment that took place by XXXX assigning my note to some Trust. They never sent me a copy of the assignment. Please help me get understanding and to get them to send me proof of an assignment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
We attempted to achieve a lower interest rate through both XXXX and Select Portfolio Services. We submitted paperwork to XXXX for over 11 months they then transferred the loan to SPS and we started the process over and they continually asked for the same documentation over and over. We insited we did not want a loan modification we simply wanted a a lower interest rate. They said no probel. Finally after XXXX plus months they denied our request because we did not qualify for the loan mod because we made to much. This delay will now cause us to pay higher interest rates if we re-finance because rates are now rtisiong. They continually did not return phone calls when we complained they were rude to my wife and stalled. They are now harrasing us for a payment they say we owe, which we believe we do not, as you can see we pay between the XXXX and XXXX of the month on line. This is an issue left over from an XXXX mistake. 

We just want this issue resolved and SPS to reimburse us for our time and the lost funds a higher interest rate is going to cost us.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-24 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
I arrived home at XXXX XXXX XXXX XXXX, XXXX, NC to find another notice stating my home is being considered " Abandoned/Vacant ''. Is this some sort of ploy by the mortgage company to avoid responding in writing to complaint Case number : XXXX? They are threatening to remove my locks again and lock me out of my home on the grounds that it is " Abandoned/Vacant ''. How can they keep doing this?

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WA

Complaint narrative:
I negotiated a loan modification for my home loan in XX/XX/XXXX. Nationstar is the servicing lender. I have made full payments under the modification agreement from the beginning. Nationstar has at times refused my payments, charged unauthorized fees without explanation, damaged my payment history and placed me in a position of possible default. They have insisted on phone consultations regarding these matters. Beginning with the XX/XX/XXXX payment I began to make my payments only with certified funds delivered to them by certified mail to establish a legal record of my communication with them. In prior phone consultations their representatives made statements that were not true and Nationstar followed up with charges, fees, misapplication of payments and other actions not authorized under the modification agreement. Available by request are 1 ) the modification agreement ; 2 ) XX/XX/XXXX cover letter with payment ; and 3 ) XX/XX/XXXX letter with payment. I request any assistance with this matter that you can offer.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
I have a mortgage with Nation Star Mortgage. They took over my loan from XXXX XXXX XXXX XX/XX/XXXX. I have never received a mortgage statement from them for the entire period of XX/XX/XXXX - XX/XX/XXXX XXXX. The XXXX mortgage statement was sent for XX/XX/XXXX. ( Please See Attached ) Nation Star Mortgage never sent me anything advising me that my interest rate was going to rise and go higher. The only way that I found out that information was when I received the XXXX mortgage statement which came as a complete shock to me. My mortgage payment jumped from being {$1100.00} with 4 % interest to {$2500.00} with an 8 % interest rate. The mortgage rate is set to change again as of XX/XX/XXXX. I found out this information by reading the XXXX mortgage statement. My original mortgage from when I first purchased my home did not include them keeping an escrow account for my property. I was responsible for paying my property taxes and my homeowners insurance without it being calculated in my mortgage. Now they want to keep an escrow account in my monthly mortgage payment. I have never received my annual mortgage tax document which tells you the interest to file for your yearly income taxes. The only way that found out this information was by calling in to Nation Star and speaking with someone verbally and they advised me the amount to claim verbally over the phone. But I never once have received anything in writing. I never received any documentation advising me that I was making partial payments toward my mortgage. I have never received any documentation regarding the funds and how they were being distributed that were being held in the mortgage escrow account or for my mortgage account with them period. I would like to stay in my home and keep my home with knowing that I will be able to afford the payment without being put out on the street because of some fraudulent mortgage company who wants to operate by their own rules and regulations. They are not operating on the government set rules and regulations as far as being a mortgage company and dealing with the public. Please Help ....

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-18 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
XXXX XXXX, XXXX I would like to file a complaint against US.bank, who sold the property to a third property, but when the home was foreclosed, I did n't find out that USbank had any interest until I received an unlawful detainer and USbank was at the top of the list. When the home was foreclosed, it did n't sell at auction, and reverted back to the bank, but nobody would say which bank. When I received the unlawful detainer, I immediately went to a local branch located @ XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX, I spoke with the branch manger ( XXXX XXXX ) on several occasions from XXXX XXXX, until as recent as XXXX XXXX and while I was there he would call the back office, and USbank would never acknowledge ownership, nor could they identify me by account number, address, or social security number, yet the third party speculator claims they purchased the property from them. I went to XXXX to help me through the process and on paper it was made look like US.Bank was the highest bidder, but that 's not the case, it reverted back to the bank, and I recently have documentation from XX/XX/XXXX ( Enclosed ) where USbank is affixed at the top of the list. I would like to discover why they could never identify me, and banks are allowed to play this game of keep away from distressed homeowners trying to reach out to save their properties. I am contending that USbank sold a property that they had no right to sell, they know that and if I just give up, they win. I want this investigated ; I should at least be given the right to a jury trial.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-04 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: LA

Complaint narrative:
Select Portfolio Servicing bought our mortgage loan while we were in bankruptcy when the bankruptcy stop taking payments because it was time to be discharged we contacted SPS to make our mortgage payment, we were told that we did not have a payment due and they could not accept payments until they received discharge papers we informed them that out bankruptcy lawyer told us to contact them to start payments they 've outdoor not take a payment so we asked for proof that nothing was owed so they began sending statements stating this is not an attempt to collect a debt with no amount being owed and told us to use that for our records we called twice monthly from XX/XX/XXXX to XX/XX/XXXX still given the same answer and XX/XX/XXXX we received a call and a statement from SPS stating we were 5 months behind and would go into foreclosure unless it was paid or they could help us do a modification. We told them we would find someone to refinance and a few days later itvwas added to our credit report hindering us from a refinance. We contacted them on several occassions with complaints and was told that we could have contacted them and made payments but they could not contact us we informed them that we did contact them on several occasions to make a payment and was denied. We asked if the negative items could be removed from our credit report because it was false and we have been told that there would be an investigation but nothing has changed and we keep getting the run around. There practice is unjust and unfair. They have XXXX complaints.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MO

Complaint narrative:
I paid off my mortgage with NationStar on XX/XX/XXXX2015. I received a letter 2 weeks later telling me that I would receive a check for my remaining escrow money XXXX {$680.00} XXXX as well as a check for overpayment on the mortgage XXXX {$99.00} XXXX. 
I was not sent either check. After contacting NationStar several times via their website, I was given a phone number to call for customer service. After a conversation on XX/XX/XXXX/15 I was told that I would be sent both checks and would receive them in 7-10 days. On XXXX/XXXX/15 I received the check the mortgage payment. By XXXX/XXXX/15 I had not received the Escrow check and contacted NationStar again. I was told that the dispersal of the check was 'denied ' by someone in the company, but the customer service reps did not know why. I was told on XXXX/XXXX/15 that the issue would be handled right away and the check would be expedited. I was due a call-back on the XXXX. I did not get the call back. It is well over the 30 days that Nationstar is allowed by federal law to return my escrow money and I have no faith that I will be returned this money.

Company response to consumer: Closed with explanation