vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-07-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NY

Complaint narrative:
Lender : Bayview Loan ServicingLoan # : XXXX would like to report a fraud committed by Bayview Loan Servicing Company. 
My initial loan servicer was XXXX XXXX and I was working with them for the long time to get my loan to modify and get affordable monthly payment. I was provided them all required documentations. 
In XX/XX/XXXX, when I was in the process of loan modification review and trial payment plan, XXXX transferred servicing of my loan to Bayview Loan Servicing. According to the HAMP/MHA and Servicing Disclosures they were obligated to transfer all my financial documentations regarding my loan modification. But, as I found later, they did not provided to Bayview Loan Servicing copies of my bankruptcy discharge papers, which took place back in XX/XX/XXXX, and I was provided to the XXXX copy of this document. 
On XX/XX/XXXX, I was approved for permanent loan modification by Bayview Loan Servicing, copy attached. As per the instructions, I notarized XXXX copies, and mailed back to the bank, and began paying my new modified payment as of XX/XX/XXXX. All my payments were done on time over the telephone, and bank never told me that my loan modification is canceled. 
Suddenly I received a letter from Bayview Loan Servicing that my loan modification was canceled due to not providing to the bank prove of clean title, and I supposed to be still in the bankruptcy. I contacted the Bayview Loan Servicing and they told me that I never replied to their request to provide clean title documentation. I never received any letters from Bayview Loan Servicing requesting the prove that my bankruptcy is discharged. They told me that letter was sent to me by XXXX, but they could not tel me when or provide me with the prove of tracking number receipt. 
During the conversations with Bayview Loan Servicing representatives I was told that they do not care and my permanent modification is canceled, and my loan is referred to foreclosure department. Also, they returned my last payment through XXXX, XXXX XXXX XXXX, XXXX, copy attached. Bayview Loan Servicing representative told me to re-apply for new loan modification. 
I found this actions by Bayview Loan Servicing in violation of Bankruptcy Law, even if borrower in the bankruptcy the servicer is required to consider loan modification application without requiring you to reaffirm, or reinstate, your personal obligation on any discharged mortgage debt. 
I can not start this process again after years I spend to get my permanent loan modification. 
I 'm requesting to re-instate my permanent loan modification was approved and accepted on XXXX. I 'm requesting to re-instate all my monthly payment and bring my account current.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)
State: NY

Complaint narrative:
The mortgage service company Bayview Loan Servicing LLC that currently services my mortgage has and is collecting more escrow each month than is necessary. They also have an excess balance in my escrow account that they should refund to us. This issue began with a reduction in our property tax of {$3700.00}. On XXXX XXXX, I sent a letter to Bayview with a copy of the tax bill ( attached ) showing the reduced payment of {$3700.00}, but Bayview had already paid the full amount of the tax {$7400.00}. In addition to the refund Bayview did not decrease the amount of the monthly escrow impound, which added to the excess in our escrow account. 

On XXXX XXXX we received a form letter from Bayview that they received our inquiry and that we would receive a reply. On XXXX XXXX The Town of XXXX refunded the tax overpayment of {$3700.00} to Bayview. On XXXX XXXX at XXXX I called Bayview and spoke to a rep named XXXX . XXXX informed my that Bayview had still not posted the tax refund to our account, but that she would order an escrow anylysis. On XXXX XXXX we received a check for {$2600.00} from Bayview indicating it was an overage refund, but there was no further explanation. On XXXX XXXX I called Bayview and and spoke to another representative and asked for a copy of the escrow analysis, which we finally received on XXXX XXXX dated XXXX/XXXX/15. 

The escrow analysis which is attached does not reflect the refund of {$3700.00} and it assumes a monthly impound rate at the higher monthly tax rate creating an excess of {$6500.00} in the escrow account. I called Bayview again on XXXX XXXX and explained this issue and asked to speak to a supervisor, but got nowhere. I told the rep that unless I received a revised escrow analysis by XXXX XXXX I would report them to the Federal Consumer Financial Protection Bureau. So here we are. 

Bayview should refund the overage in my escrow account of {$6500.00} which represents the tax refund noted above and the overage they have collected from me anticipating a higher property tax. Bavyview should also reduce the monthly escrow impound rate to {$1100.00} per month. Additionally if there 's any opportunity to fine them for keeping my money it should be pursued. I 'm certain that if they are doing this to me ( holding excess escrow ) they are doing the same to others, which is consumer fraud as it appears they are using customer money to finance other activities. Otherwise why make it so difficult for a customer to get resolution of an issue? Lastly I have always been concerned that Bayview identifies itself on the phone as a debt collector, not a mortgage servicer. I would like to understand just what regulatory agency they operate under? 

Bayview

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-21 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: KEYCORP
State: OH

Complaint narrative:
My family made the decision to open a second bank account so we could have a local branch to make deposits, due to our main account being online based. We looked at multiple banks and decided to go with Key Bank because they had the best new customer offer. {$300.00} after 90 days with {$500.00} direct deposit. I went to the local branch in XXXX OH to set up the account. We discussed the offer and the criteria but the offer would not work in the branch. I was told I had to go home and set up the account online and then come back to verify the account. I completed those steps. 90 days later I had not received the {$300.00} for opening the account. I call the your customer service line and was told I had to make a single direct deposit of {$500.00} to qualify. The information I received at the branch differed. I was told when discussing the criteria that I had to make direct deposits totaling {$500.00}. I made a {$250.00} direct deposit every paycheck, 2 weeks, over that 90 day time frame totaling {$1500.00}, meeting the criteria in my understanding. I was told, because the account was initiated in the branch, to speak with branch manager, and after that her boss, then it was escalated to the district manager and they all said I did n't qualify. The also stated that it because the account was opened online they could n't help. Both departments blamed each other and pitched me between the two. No other solutions were offered. I acted on the information I was given in person at the branch. Had I had the correct information I would have deposited the {$500.00} as a single deposit. The employee who initially helped me now denies giving me incorrect information. On a personal note, we have a newborn and my wife is still on maternity leave so we were planning on these funds being available. This is putting undue burden and stress on my family.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-18 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: TCF NATIONAL BANK
State: IL

Complaint narrative:
Tcf bank is constantly charging over daft fee that I fill are in appropriate charge to gouge its customers. I never opt-in for them to pay any over-draft fee. I was told even if they did n't pay the vendor requesting payment I would be charged a return fee. They need to be investigated for deceptive practices.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-01-26 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: P&B Capital Group, LLC
State: AZ

Complaint narrative:
P & B LLC CALLED YELLING AT ME THAT I OWE A DEBT THAT WAS PAID OFF YEARS AGO. 
THEY ARE THREATENING TO SUE ME. 
THEY REFUSED TO SEND ME PAPERS OR DOCTUMENTATION IN THE MAIL. THEY STATED " WE ALREADY SENT IT ONCE WE WONT DO IT AGAIN '' THEY CALLED FROM AND AZ NUMBER AND THEY ARE LOCATED IN NY. THIS IS ROBO CALLING. 

This is a scam. 
I do n't owe anything. 
There are hundreds of blogs about them doing this to other people and they should be shut down. 
The address given is as followed.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-17 00:00:00
Product: Debt collection — Mortgage
Issue: Communication tactics — Frequent or repeated calls
Company: TCF NATIONAL BANK
State: MN

Complaint narrative:
I started receiving numerous phone calls in XXXX. They left voicemails asking me to call them back but never said why they were calling. When I called them back they told me my payment was missed. I informed them that I had paid my most recent payment. The calls still continued. It got to the point where I started saving their phone numbers into my phone as Spam. Again, they never said WHY they were calling when the left messages. I spoke with a handful of different people and had 4 different names and numbers saved as spam in my phone. In XXXX I received a call again and returned it so that I could put a stop to their phone calls. At this point the representative pulled up my history and explained there was a missed payment from way back in XXXX. ( None of the previous reps had stated this ). At this point I secured a payment date and paid on time. I still received another phone call the very next day from the same rep. Again he left a message without the reason for his call. This is ridiculous, time consuming and quite a headache and I do not understand why they call so much, were uneducated as to why they were calling me, and nobody could explain the back-dated late payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-16 00:00:00
Product: Credit card — 
Issue: Credit determination — 
Company: KEYCORP
State: TX

Complaint narrative:
So, I 'm trying to make payments to my KeyBank credit card from my XXXX checking account via KeyBank 's website. KeyBank claims XXXX is rejecting requests for payment, while XXXX says it never received any requests. Also, KeyBank is the only credit card that has trouble getting payments while I can pay other accounts just fine. I also initiated a trial payment of {$2.00} from XXXX 's website, the money has been debited but it has n't been posted to my KeyBank account. 
Now, looks like KeyBank has reported this to the credit bureaus as me having defaulted on payments when in reality it 's their own fault. As a result, my credit score has fallen by more than XXXX points. KeyBank even reported my account to its collections department and only today after talking with them did I find out that KeyBank apparently ca n't accept checking account numbers which exceed a certain length. The entity to blame for this KeyBank 's IT while I end up paying the price. 
I 'd still be happy enough if these so-called 'payment defaults ' are struck off my credit profile because this is no fault of my own.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-08-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: MI

Complaint narrative:
We have a very low interest rate. Our mortgage company is changing our rate when we have a fixed rate. They are telling us we are behind in payments and we owe money when we are not. Every 6 months they tell us that we owe XXXX dollars and threaten to foreclose. We have thousands of dollars left in escrow and it just seems to disappear. We have hired lawyers before and they settle with our house company and say we are caught up, and we end up having to pay XXXX dollars for our lawyer. 6 months later they start doing the same thing again. At this point we are seeking any help on the unfair practice that they are giving us. They are just trying to get us out of our mortgage because of our low interest rate. The reason they had to take such a low interest rate was because we were part of the XXXX ordeal, when they went out of business. We would appreciate any help you could give us.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: CO

Complaint narrative:
I work for a title company. We ordered a payoff from Round Point Mortgage. We got the payoff, which was good through XXXX/XXXX/16. On XXXX XXXX, 2016 we wired the funds to Round Point per their wire instructions to payoff the loan in full. We have full confirmation that the wire was sent and I have verified the wire information given to me by Round Point. Round Point has not credited the account with the payoff, they are continuing to collect payments and charge interest on the loan. The Borrower and I have spent over 8 hours on the phone with them just to be put on hold and then cut off. They are not helping to resolve this issue. Even though we have given them copies of the wire confirmation, the payoff statement, our bank account statement they are still saying that they did not receive the payment. I have also spoken to a supervisor and he is at least a little more helpful, but not solving the problem. The borrow refinanced this loan, and has his first payment coming due on XXXX XXXX, and because Round Point will not resolve this issue in a timely fashion, he does not have the funds to make the first payment

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 2016-06-16 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Settlement process and costs — 
Company: RoundPoint Mortgage Servicing LLC
State: CA

Complaint narrative:
I have a HELOC account with roundpoint mortgage that was sold to them 6 years ago. And now I need to refinance my house and will need to get the payoff/close letter from them. Despite we 've contacted them so many times via calling/messaging/fax, and I 've never got anything back. 

Here is my HELOC account info : XXXX. And their contact number : XXXX. I have all the proof that I 've faxed them and also documented all my calls with them. But I never got anything back. 

Please handle this matter for me. 

Thank you, 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 2015-11-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: DE

Complaint narrative:
My mortgage company, Roundpoint Mortgage, is very incompentent. I provided needed flood insurance documentation multiple times to the email addresses provided, with proof. They still assesed flood insurance to my escrow, after receiving proof. Since working with a bad customer service experience I have received XXXX different revised escrow analysis statements with no explaination. Calling them is no walk in the park. The real kicker is anytime you go to make an on-time payment they asses an NSF fee automatically within their on-line payment system. That is just wrong.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-01 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Communication tactics — Frequent or repeated calls
Company: Valentine and Kebartas, Inc.
State: PA

Complaint narrative:
This company, valentine and kebartas llc, calls me up to 10 times daily from several local and out of state phone numbers, some of them being, XXXX and XXXX. They will never give me any information and demand my name, phone number and other indentifying information. I have called them after hours and discovered they are alledging to be a collection agency for XXXX XXXX. I did cancel an account with XXXX recently and am working through paying the balance as my new provider is paying my fees. XXXX is aware and claims they never sent my information to an outside agency. These people harass me all day and have been told, verbally and in writing, to cease doing so. They refuse.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-22 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: KEYCORP
State: NY

Complaint narrative:
Recently Key Bank acquired many of the facilities and accounts of 1st Niagara Bank. In communications from both 1st Niagara and Key Bank, customers were told that no change would take place, that we would continue with the same accounts : the account numbers would remain the same, we could use our 1st Niagara Checks, etc. We were also told that we could continue to use our ATM cards and ATM passwords. 
I am XXXX of those 1st Niagara customers that was " sold '' to Key Bank. Other than some initial problems getting Internet access to my accounts, things seemed to be going OK. Yesterday I received my XXXX statement for my checking account. On that statement I noted a {$1.00} fee for a " KEYMONEY ATM CARD FEE ''. I e-mailed the bank about this and was informed that this was because I did not have a Key Bank Debt card ( which Key bank apparently has designated as " their '' ATM card ). So unless I get a Debt card ( which I prefer not to do as such cards do not have the consumer protections that credit cards do ) I will have to pay a monthly fee to access my account via an ATM The bank also told me that this fee was disclosed in a XXXX page Consumer Disclosure Booklet. So apparently earlier statements to the effect that we 1st Niagara customers could continue as usual were not truthful. 
As a minimum, Key bank should continue to honor the 1st Niagara ATM cards with no additional fees.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-01 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: ProCollect, Inc.
State: VA

Complaint narrative:
In XX/XX/XXXX I signed a six month agreement with XXXX. I signed the lease over from another person. The apartment complex agreed that I would live in the property from XXXX XXXX until XXXX XXXX. In XX/XX/XXXX when I went to turn in my keys management told me that I owed rent up until XXXX XXXX. They said that they would not try to find anyone else. Even if I found someone else they wanted me to still pay the next six months, which is illegal. They told me that If I did n't pay the next six months rent right then, they would turn it over to collections. I set up a meeting with management to try and discuss some alternatives. They kept giving me the run around and ignoring my calls and emails. A few weeks later I received a collection notice from Pro Collect for over {$3000.00} dollars which included huge fees for cleaning a tub and lost keys ( which I turned in ) and unpaid rent. I was only obligated to stay in the property for six months, and regardless it 's illegal for a landlord to not mitigate their damages. They sent my account over to collections for six months accelerated rent three weeks after I moved out of the property. This is illegal! They ignored all my calls and attempts to work something out, they told me to pay up the next six months rent or they would send it to collections right away. They intentionally ruined my credit without making any attempts to mitigate their damages which the law requires. When I contacted Pro Collect through a written letter, and called showing evidence of this unfair charge they told me to sue XXXX. They admitted that I was right about the landlord 's duty to mitigate their damages, however if I wanted this off my credit I would have to sue the apartment complex, and that would cost me more than paying the {$3000.00} that they were attempting to collect. They also advised me that disputing this charge would hurt my credit. I later called back to try and get more explanation on how it was legally to try and collect when they broke the law, the lady said she was n't there to argue with me and proceeded to end the phone call. They refuse to remove this from my credit, even though legally the apartment complex broke the law.

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 2016-06-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RoundPoint Mortgage Servicing LLC
State: PA

Complaint narrative:
I was trying to pay XXXX XX/XX/XXXX to get caught up but was not allowed and since I had to post date my payment I will be charged late fees on funds I was willing to pay earlier

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 2016-11-16 00:00:00
Product: Credit card — 
Issue: Credit card protection / Debt protection — 
Company: KEYCORP
State: NY

Complaint narrative:
On numerous occasions I have called to fix my Key Bank online banking because they locked it out when they merged with First Niagara. I provided my full social so they could pull up my account. Apparently that 's not enough to verify my identity. I proceeded to provide my address on file, as well as my date of birth .... I was told that still was n't enough. They proceeded to ask me more " Public Record '' questions, which most of these questions did n't even apply to my life. After answering them I was told they still could n't verify who I was and could go no further in this call. I asked for a supervisor and at first was denied this. After asking 3 more times she placed me on hold. I held for over 20 minutes and finally had to hang up because no one came back. They are now charging me late fees and more interest because I can not pay my bill and they wo n't allow me to access my account.

Company response to consumer: Closed with explanation