vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-06-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
I applied to refinance my mortgage online with Quicken, explained via a chat session that I wanted the lowest rate available without paying loan origination fees or points. The originator XXXX XXXX confirmed that he understood and quoted a 30 year fixed rate on my loan request of 4.05 %. Then a little later after I deposited {$500.00} with the company for the appraisal fee, I got the Loan Estimate ( LE ) which had a loan origination fee of {$3300.00} ( 1.25 % ) and a {$790.00} processing fee. On the credits side of the LE, there was a {$2000.00} lender credit to absorb some of that fee, but in my opinion {$1300.00} in origination charges was {$1300.00} more than was explained to me initially. That 's a large difference. 
I brought this to my loan originators ( LO ) XXXX XXXX and was unable to come to an acceptable resolution as he said that the highest rate he could charge me was 4. % and the lender credits would be larger absorbing fee. I did n't want my rate to increase that much, as that would have a material impact to the affordability of the loan and I felt that I had been intentionally mislead. I was then referred to a client resolution expert. He was able to help somewhat and increased the lender credit to {$3000.00} which did a better job at offsetting the {$3300.00}. Ultimately, I paid 4.125 % because that provided a large enough lender credit to make the loan affordable for me. 
During the process Quicken send me XXXX different LE 's without an actual change in circumstance or condition or request by me. I would get notice that there was a new LE. The fees or rate were always higher. I would then bring that to their attention to which Quicken 's reply was " whoops, that was a mistake '' I think that Quicken systematically uses bait and switch tactics to mislead and deceive consumers into doing business with them. I feel that they would have taken more advantage of me if I was n't as diligent to review every LE that was sent. 
Also outside of deception, the processing time was almost 60 days, and the morning of closing they canceled the transaction on accident. When I called to get it resolved the closing specialist said " oh, that happens all the time '' After my recision they wired the funds to the settlement agent so late in the day that they could not send out the wires on the same day. Thankfully there was not additional charges to me for that. 
Overall it was a very frustrating experience filled with deception and rudeness from XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-06 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: BB&T CORPORATION
State: NC

Complaint narrative:
I have a business checking account with Bb & t and I have not been getting my bank statement. And someone wrote a fraudulent check using a starter check without my name or address but it had my account and routing number on the check for {$4.00} and they despoit in a united federal credit union in XX/XX/XXXX. My son has been in and out the hospital and he passed away on XX/XX/XXXX and when I went to pay for his final expense the card declined and I went to bbt and they acknowledged that the check was fraudulent and filed a claim but denied it. I have had this account dunce XX/XX/XXXX and I have never had to a problem. I work hard and have a family and do not have a dime to my name. They did not contact me regarding the check before cashing it.

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 2015-09-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I found a late payment on my credit report for XXXX 2015 for Nationstar Mortgage, even though XXXX was not there back a few months ago. 
I called Nationstar and they told me that they took part of my payment ( about XXXX ) and applied it elsewhere, so then there was not a full payment for the mortgage. They never told me they were doing this, or notified me, and they kept the full payment of approximately XXXX, which was credited from my bank account. 
XXXX XXXX told me to fax her the proof directly of my payment two weeks ago, which I did. I have not gotten a response so I faxed another letter yesterday, still no response. 
I called today and talked to XXXX in customer service who said that she saw nothing in my file. She tried to get ahold of XXXX but no luck. Now she told me I have to re-send everything to their research department and that she can not help me. 
They have a different department for every issue and no XXXX talks to anyone else so it is like starting over with an issue every time you call. 
Nationstar did something similar when I first opened my loan. I sent a cashier 's check for a large amount of money for my escrow account, and they applied it all to my mortgage, then tried to charge me interest. It took me over 3 months to get the situation rectified.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: VA

Complaint narrative:
I am currently paying Mortgage Insurance to Quicken Loans of {$120.00} and have been paying this for four years. I have heard that the Mortgage insurance should drop in 2017, then I was told by Quicken Loans it should drop in one or two years, and then most recently I was told by Quicken Loans it would be 11 years : ( and would I like to refinance with a different type of loan to get rid of it. I would like to know when this money will no longer be charged. It would help us tremendously to get this payment lowered. I do n't like the run around I get every time I call Quicken, they are always wanting us to apply for a different type of loan or to refinance our loan. I would like without a doubt an answer as to when the {$120.00} Mortgage Insurance Payment will drop off our monthly house bill. Thank you for your time in looking into this for us. Sincerely, XXXX XXXX. XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-01 00:00:00
Product: Credit reporting — 
Issue: Improper use of my credit report — Received marketing offer after opted out
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
Upon receiving information regarding refinancing while reading information via email from Quicken Loan, I did not authorize them to do a credit inquiry. I decided to cancel any additional services to inquiry. The request on my credit report lists Quicken Loan as making a credit inquiry, this was not authorized and should be removed.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I have been a homeowner since XX/XX/XXXX in XX/XX/XXXX I fell behind on my mortgage. My servicer now seems to be Nationstar. I have been harrassed by this servicer and to my dismay my XXXX year old father that is XXXX whom resides in New York was recently called XXXX. The servicer harrassed my father by saying " he should be ashamed of himself for not helping his daughter with money for her home ''. This is the last straw this was clearly a predatory loan, which I am still Quite under water and I can not get Nationstar to simply work with me. I have talked to a rep named XXXX she has yet to be helpful in any way. I need this addressed this servicer can not get away with treating people like This. I have been paying my mortgage for the last 11 years and this Not what I expect in return when I am now in trouble and deserve help not to be shamed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-14 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
Nation Star has, even though we have made arrangements to repay past due and current balance ; called us repeatedly ; even after multiple requests to stop.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-26 00:00:00
Product: Consumer Loan — Personal line of credit
Issue: Account terms and changes — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
I have had a long standing, perfect pay history, line of credit with XXXX. It is important to maintain a good credit score and I monitor mine. XXXX pulled out of Texas and sold all branches to BB & T. As a result, my 8 year, perfect standing, on-time payments, very low balance, line of credit with XXXX was closed and moved to BB & T. The problem is that BB & T now shows a new line of credit. The CFPB should dictate that when banks move accounts between each other, the acquiring bank must use the original open date of the credit / loan. The time the loan is open, on-time payments, and low percentage outstanding all contribute to a higher credit score. With NO action on the consumer 's part, my credit score went down by over XXXX points month-over-month because the several positives with XXXX, became slight negatives with BB & T ( new credit, new credit inquiry, no payment history ). No other changes occurred on my credit reports ( except slightly lower balances on month-end cycles on XXXX credit cards as compared to previous month - which should have resulted in an increased credit score ). In my case, my excellent credit rating went down to good but many other consumers would have been more detrimentally impacted. This is an opportunity for the CFPB to make the banks change their account conversion / account acquisition practices, and methods to not negatively impact the consumer. Of course the consumer credit score effects the rating and interest rate on new credit, extension of credit, etc. This complaint should be directed against both XXXX and BB & T.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-09 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: BB&T CORPORATION
State: FL

Complaint narrative:
wE ARE ATTEMPTING TO NEGOTAITE A SHORT PAYOFF ON A HELOC THAT IS OWNED BY BBT AND THIS LOAN IS GOING INTO FORECLOSURE. WE HAVE ATTEMPT TO REACH OUT THE THE BBT LOSS MITIGATION OFFICE, AND WAS TOLD THAT WE NEEDT TO CONTACT THE HELOC LOSS MITIGATION. THE PHONE NUMBER PROVIDED ONLY ALLOWS YOU TO LEAVE A MESSAGE, WHICH FOPR THE PAST XXXX WEEKS WE HAVE LEFT OVER A DOZEN VOICEMAIL. WE HAVE CONTACTED BBT CUSTOMER SERVICE AND THAT EVEN TRIED TO REACH A LIVE PERSON AND AFTER SEVERAL ATTEMPTS THEY GAVE UP. WHE CALLED ANOTHER NUMBER THAT GAVE XXXX, XXXX AND AGAIN LEFT MESSAGE AND NO RETURNED CALLS. I TRIED CALLING ANOTHER PROVIDED BBT NUMBER ( XXXX FOR THE XXXX AND WAS ON HOLD FOR XXXX MINUTES THEN THE PHONE CALL DROPPED. CALLED BACK AGAIN, AND AGAIN AFTER XXXX MINUTES, THE CALL DROPPED. WE ARE TRYING TO INITIATE A SHORT SALE ON A XXXX MORTGAGE AND NEED SOMEONE TO CONTACT MY OFFICE ASAP. I HAVE INCLUDED THE BORROWER XXXX PARTY ARTHORIZATION AS WELL. PLEASE HELP. THESE PEOPLE ARE BOUT TO LOSE THEIR HOME AND THEY HAVE A PURCHASE CONTRACT, BUT NEED TO NEGOTIATE THE LARGE XXXX MORTGAGE THE MONTHLY PAYMENT WENT FROM {$510.00} PER MONTH TO NOW {$1800.00} PER MONTH AND THE LENDER OFFERED NO REASONAL SOLUTION.

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 2016-02-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
I purchased a property approximately 16 years ago. Alien that existed prior to my purchase exist up to today. I have tried getting help with this issue and no one returns my calls or responds to my documents.

Company response to consumer: Closed
Consumer complaint received 2015-11-17 00:00:00
Product: Mortgage — Other mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: AL

Complaint narrative:
Nationstar has been sending XXXX XXXX to home to forecloseNationstar does not have standing

Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-16 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: McCarthy, Burgess & Wolff, Inc.
State: MD

Complaint narrative:
McCarthy , Burgess & Wolff Debt collection company has continued to call after being informed that my phone number is not associated w/the debt in collection. 

In addition, the calls are fully automated w/no option to be connected to an agent or other cognizant individual. Call-back to a different number is required to engage at all. Even if this is n't against policy, it 's obnoxious - especially since the debt being pursued is not mine.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-30 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
As a homeowner, financial hardship was experienced. The mortgage company was contacted for assistance ( loan modification ). The initial request for assistance was over two years ago. All documents requested by the lender were submitted, but there were frequent requests for additional information. As time went by, documents needed updating. And, on multiple occasions, the full package had to be resubmitted. To make matters worst, a XXXX Sale notice was posted in XXXX. A representative at the mortgage company said this was in error and would be put on hold since a review for assistance was in progress. Unfortunately, the mortgage company dropped the ball again as the XXXX Sale was not postponed. The homeowner was able to get an extension, but as per policy this should not have happened. The homeowners are elderly and on fixed income. The time, effort and stress has adversely affected their well being. For over two years assistance was received from a HUD approved non-profit housing counseling agency. Prior to that, assistance was received from a family friend in local banking. They are now preparing to meet with an attorney for assistance.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-01 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
Back in 2009 I filed for BK included XXXX XXXX XXXX my Morgage company at that time. After the BK cleared they still refused to take over the house. I have called and written to them asking them to stop postponing the foreclosure date and even tried the dead in lue. After that they sold my account to XXXX and then to NationStar Morgage. I have tried with all these companies to have them stop postponing the foreclosure date and the dead in lie. No luck. I have the HOA taking me to court for the last 2yrs. I have no income coming in. This has been more than 5yrs, why do they keep denying my dead in leu and keep stoping the foreclosure? I do n't know what else to do. Please help.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
I had a mortgage with XXXX for many years. Payment was automatically withdrawn from my account every month. Nationstar Mortgage purchased my loan from previous lender and stopped withdrawing funds from my account in XX/XX/2016. 2 months later I got a certified letter in the mail stating that my loan is in default. I immediately called and paid outstanding balance and set up automatic withdrawal again through my checking account. 
Nationstar reported me and my wife to credit agencies as being late even though they promised not report since payments were not discontinued by us and balance was paid in full as soon as we received a letter. 
Since then we requested to have negative reporting removed numerous times but no action was taken by the bank.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
Nationstar has sent statements dated with variances that range between XXXX weeks so customers do not receive them in a timely manner and sometimes very close to the actual due date. Multiple times when I have called I have simply been hung-up on, this is almost half of the time I call. It happened XXXX today alone when I called to inquire about my escrow check since I refinanced - in part because this mortgage company is the worst.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-23 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CT

Complaint narrative:
I had to explain the problem in an attachment as there are not enough characters to properly present my situation and how it came to be. Please read as I need help now!

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TN

Complaint narrative:
Over and over, Nationstar Mortgage fails to send me a monthly bill for my mortgage.  I repeatedly asked them by phone to send me a bill, and sometimes I will get a bill, but usually no bill will come. I think they intentionally want me to forget to make my monthly payment so they can collect the late fee.
Considering the how many times I have called them to ask for a bill and they have assured me one would be sent immediately but it never comes, it must be intentional.
I realize that it is my obligation to keep up with when a payment is due and I generally do, but it is also their obligation to bill me which they have repeatedly and flagrantly refused to do.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-04 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
Several months ago I opened a bank account via the mail. I have never received signature cards or account information advising of my minimum balance requirements.I have voiced my concerns via email, letters to the bank manager with no response. I am now being told I cant close my accounts without incurring more fees.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My home was foreclosed on Monday XXXX/XXXX/2016 because a Nationstar Mortgage employee did not turn in the one document requested on time and left work to go home. I submitted the one doc they requested before the time he stated it had to be turned in ( XXXX CST ). Within a few hours of Nationstar 's request, I sent in the document and he never sent it in to be approved. I was already told it was an approved short sale. I have these facts in writing from the Equator system that my agent was kind enough to show me. I have printed the entire situation out. Because this representative left early or decided not to check my file, I lost my home the next day.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
SPS, Select Portfolio Servicing , INC, a mortgage servicer, servicing loans in California is refusing to comply with HAMP modification guidelines. They have received a complete modification package on this file several times. They assure a response within 30 days. Thay have NEVER responded in writing as to a resolution to the file. They ask that we start all over because they did NOT review the file in a timely manner. I have submitted FOUR separate COMPLETE applications, and not once have they approved or denied in writing ....

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WA

Complaint narrative:
Nationstar Mortgage out of XXXX, TX was paying the incorrect amount to FHA/HUD for my PMI. They have adjusted the amount of my PMI insurance drastically without being able to give me an explanation as to why. I contacted my local HUD dept and was given the amounts of my PMI monthly payments and they have not changed. My loan is only XXXX years old. The PMI is part of the loan schedule and slowly goes down, not up. When trying to discuss this issue with NationStar they transfer me from person to person and no one can help me. I 've litterally been on the phone with them for about XXXX hrs. No one will help me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-25 00:00:00
Product: Debt collection — Medical
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: S&S Physician Services, Inc.
State: TX

Complaint narrative:
I have asked them to provide me proof of this debt ie {$66.00}. never been able to provide, but yet they have submitted to Equifax XXXX ( XXXX ) times. XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. Irrespective of the fact that no proof has been submitted of this debt, posting multiple times is not acceptable practices.

Company response to consumer: Closed with monetary relief