vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-08-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: OH

Complaint narrative:
PAYOFF ISSUE : Last Thursday, XXXX, XXXX, 2015 at approximately XXXX XXXX I contacted my mortgage holder Green tree, soon to be XXXX, and requested my payoff in writing on their letterhead to be faxed to a number I provided and attach an E-copy to my account online.. I made this request verbally and again later by E-message through their website. I told them I needed by Tuesday the XXXX to close on the sale of my property. The representative told me I would it have by then. I called back Saturday verified with representative it was in process. By Tuesday the XXXX, I had not received the payoff in writing. I called XXXX who informed me it was taking longer to process. I then spoke to a leader named XXXX XXXX # XXXX who continued to tell me it was in process but could n't commit to when I would have it. This is stopping the sale of my home, the buyer may back out. This an urgent issue. I rescheduled closing for this Friday, but title company must have payoff in writing by Thursday the 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 2016-09-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: OR

Complaint narrative:
Hi, my rental mortgage is held by Ditech ( formerly Green Tree ) and last month they included on my monthly statement an escrow payment of XXXX for forced insurance. I do not have an escrow account with Ditech and have paid my private insurance every year for the nine years of the mortgage. I called Ditech who said they did not receive my annual proof of insurance so I submitted it again. Within days I received from Ditech insurance an email stating they received my proof of insurance and they had updated my account. Several days later I reviewed my on-line statement and the escrow amount had not been removed. I have now called Ditech customer service five ( 5 ) times over three weeks and they have not been able to resolve this issue. I have been told they are escalating the matter and it would be resolved in 2-5 business days, I have been told it is being escalated and will be resolved in 5-7 business days and I have been told not to worry it will just be resolved. I had Ditech customer service phone conference with Ditech insurance where the insurance branch stated their " systems '' are showing our account is up to date but customer service stated they could not do anything since their systems still show our account has the escrow fees. I have spoken with three different supervisors who state the matter is being handled yet it never gets resolved. This morning I called to have a customer service person tell me that their policy changed as of a week ago and that supervisors no longer accept calls and can only call you back. So I hung up called right back and when I asked for a supervisor the lady immediately said " Of course please wait for the next available one '' and I indeed spoke with a supervisor. The supervisor listened, read my file and stated that she would escalate the matter and it should be resolved in 2 business days. So this journey is not over but I ca n't state how frustrating this has been and how scattered and disorganized Ditech has been.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-04-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ditech Financial LLC
State: FL

Complaint narrative:
I owned a condominium, purchased in XXXX by myself and former wife. In late XXXX, we lost the condo due to XXXX fees, due to her job loss and health issues. The property was transferred by XXXX XXXX, NY Court to a mediator, and the property was sold at auction, and subsequently transferred to the buyer ( an investment company who buys XXXX foreclosures ) in XXXX. While my mortgage company has a superior lien, they have made no effort whatsoever to enforce their lien since XXXX, and has no timetable on the plans to do so. The property is worth more than mortgage balance, so I do n't see why the lender is delaying. 
In the meantime, I have had the mortgage reported as late on my credit, as it is, since XXXX, and after foreclosure, if and when it happens, will likely remain on my credit for 7 years after, meaning I am being reported on this debt for more than 16 years, potentially. This is inhibiting my ability to purchase a home, at historically low interest rates, and will likely for some time to come, as the CRA 's are reporting the home still in foreclosure. I had the property removed by deed transfer in XXXX, yet the lender states that their lien is superior to the XXXX 's, and as such, they still hold me to the loan, despite not taking any action whatsoever to codify their lien, and in conversations with the lender, no plan or timetable in place to do so. 

I am stuck in limbo and can not do anything, except pay the loan, which I would if I could. In the interim, an investment company profits off my property, which I have no right to, per the courts, and can do nothing to get the loan off my credit report. The original mortgage broker who wrote the loan was subsequently disciplined and jailed for his actions in the mortgage business, and the original lender ( XXXX ) contracted their modification to a Company called XXXX XXXX XXXX from XXXX, FL, who only wanted more money than the current payments were. Following the XXXX foreclosure, XXXX sold the loan to Ditech, who currently holds the loan and has expressed no plan exists for them to exert their lien, nor does a timetable. Ditech blames the legal system in NY, yet they have not taken the basic step of even filing a suit, which would start the clock. Ditech did not even know I vacated the property 6 years ago and that it was foreclosed upon by the XXXX. 

Now I am unable to buy a home because there is no action on this, and that is patently unfair. If I declared bankruptcy, I would n't have this issue, yet I try to do the right things and get treated unfairly in return.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: ECMC GROUP, INC.
State: VA

Complaint narrative:
I am a XXXX veteran. My status was official through the Department of Veterans Affairs in XX/XX/2011. I contacted XXXX and informed them of my XXXX status and I would no longer pursue a college degree. I submitted all required documentation of my status. Somehow the process of discharging my student loan debt, slipped through the cracks and my account showed delinquent. My loans are currently discharged due to my XXXX status, but it should have never been reported as delinquent. ECMC discharged all student loan debt under XXXX application that I filed. The letter for approval states I was eligible as of XX/XX/2011. 
My family and I are suffering greatly by the reporting practices of all XXXX major credit reporting bureaus. Please correct this wrong. 

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 2015-08-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ditech Financial LLC
State: FL

Complaint narrative:
Hi - I am dealing with Greentree Mortgage Servicing trying to get a loan modification/deed in lieu since XXXX 2014. I have had them call me numerous times and rather than assist me, they have hung up on me when I answer the phone. I was have been sent several contradictory papers which are all very confusing. When I try to call of course my phone is traced and I go directly to the collections department and I am yelled at and hung up on. I was recently approved for a loan modification but when I called to get specifics as to how it works I was told I was approved for a 40 year adjustable rate mortgage. I asked why I was not advised of this in the beginning. The gentleman I spoke to never explained why. Several days later I received a call back explaining that was incorrect but this was AFTER the paperwork was supposed to be turned in. 
I did receive new paperwork but it had the same OLD dates on it. I called to verify that I could send in the paperwork. Again, I was only allowed to speak to XXXX my account manager after pleading to speak to someone in loan modification department. He refused to transfer me an assist me. I called back and was told my phone number was tracked. I then borrowed a phone and used it to call one of the extensions I had been left via voice mail in the loan modification department. I never to this day have received a call back. I finally received a call from XXXX and he assured me he would call me back at noon the following day since my cell phone gets no reception at work. He did not call me until XXXX. I then called him on Monday my day off. I am trying to get assistance with my mortgage payment from Green Tree but it seems as though they do not want to help.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-08 00:00:00
Product: Money transfers — International money transfer
Issue: Other transaction issues — 
Company: WESTERN UNION COMPANY, THE
State: MD

Complaint narrative:
On XX/XX/2016, I initiated a money transfer to XXXX to a family member in the amount of {$1000.00} + {$5.00} money transfer fee. The money was withdrawn from my bank account XX/XX/2016 and I was told the money would be available for withdraw XX/XX/2016. I checked the account status on XX/XX/2016 to ensure the transaction completed as promised by Western Union, the online status stated in process or pending. I called Western Union and I was transferred to the fraud protection unit. I was told my transaction was denied for my protection and that the funds would be refunded. Apparently, the transaction was denied and a refund was initiated prior to my knowledge and I should have been reimbursed on the XXXX. With each phone call, I would get a promise to refund my money. Eventually, I was told there 's nothing they could do because it 's a computer glitch beyond their control. I was also told to stop calling and that they would contact me when the " computer glitch '' is resolved. I requested a paper check and I was told because it was an electronic transfer, they can not give me a check. A few weeks later, no call from Western Union. I then called customer services and I was told to submit my bank statements to ensure that the money was withdrawn and not refunded. If clear, I would receive my refund in 24 hours. I submitted the statements to the provided email and still no refund. The customer service reps were relentless in telling me what I wanted to hear. I was getting transferred to " supervisors '' and different department, all led to no one that could help me. It 's almost 6 months later and the issue is not resolved.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: IN

Complaint narrative:
On two separate occasions greentree/ditech has charged late fees for checks I mailed for payments on a mortgage. The checks were mailed in envelopes provided by the mortgage company ( ies ) and included the company invoice. The checks were not credited until welll over two weeks after they were mailed. This is certainly frustrating since other payments to other mortgage companies mailed at the same time were credited within a few days. Ditech must need to update their processing as they ca n't possibly be holding these checks without reason. 

Addtionally, they sent out a very confusing escrow account summary which is difficult to understand. The escrow payment now being charged is almost equal to the principal payment. Upon being questioned, they told me I would have to wait a year for a new reconciliation. This one I have does not explain the need for additional payment.

Company public response: Company believes complaint is the result of an isolated error
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: Ditech Financial LLC
State: CA

Complaint narrative:
On XX/XX/XXXX Ditech Financial LLC opened a escrow account for our mortgage without our authorization and paid our Homeowners Insurance without our authorization. XXXX XXXX, our Homeowners Insurance, sent Ditech a proof of insurance form and Ditech paid for it without our authorization. Since XX/XX/XXXX I 've been on the phone for hours with Ditech to get this resolved, to be sure XXXX received our payment from Ditech on time before we got additional charges from XXXX for late payments, we had to pay Ditech back for the homeowners insurance payment to close the unauthorized escrow account, and I sent Ditech a letter to close the escrow account. Later, I started to get charged {$81.00} to my mortgage bill for this escrow account, which I previously closed, both for my XX/XX/XXXX and XX/XX/XXXX mortgage bills. I 'm currently working to get this charge removed again for my XXXX mortgage bill payment. I was advised by the representative that there is no guarantee this wo n't happen again XX/XX/XXXX when my homeowners insurance is due again. I was advised that if Ditech receives a bill or a delinquent statement from XXXX, or any company, in the future they will reopen an escrow account without my authorization and make this payment before I even have a chance to pay it directly to XXXX or any company. I was previously advised by XXXX XX/XX/XXXX that my agent NEVER sent Ditech a bill or a delinquent statement. Farmers simply sent a proof of insurance form to prove we have homeowners insurance, which is legally required. Ditech has refused to look at the actual documents XXXX sent them to prove what XXXX actually sent them, while XXXX has checked their system and sees that they simply sent a proof of insurance. The Ditech representatives simply look at the title Ditech representatives post on their own computer system but they refused to open the actual document to read the actual forms sent to them.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: IL

Complaint narrative:
I sent my mortgage company a certified check for {$11000.00} on XXXX/XXXX/XXXX. I talked to my account rep on XXXX/XXXX/XXXX and told her I would be mailing my total due within a week. I did do as I said. I have been calling my mortgage company to see if received and left several messages and finally today was able to talk to someone. They said the check was probably sent back to me because additional monies are owed. They said foreclosure paperwork is in the process. I have never received any paperwork in the mail for a foreclosure. Now they told me that a letter dated XXXX & XXXX/XXXX/XXXX has been processed which I have n't received yet. It looks as though my call on XXXX/XXXX/XXXX might have prompted them to start proceedings. I do n't know what to do at this point. I have been out of work with no income coming in. I filed for social security XXXX/XXXX/XXXX and it took social security this long but sent me a back payments. This is why I was so much in default. My account rep told me to send the money because it did n't look like foreclosure paperwork had been started.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: GA

Complaint narrative:
I need relief from mortgage insurance on my current loan. I refinanced my home several years back under President Obamas HARP program. My mortgage company at the time was Greentree and the PMI would be removed in XX/XX/XXXX. I contacted my current service provider Ditrech and was told this cant be removed until XX/XX/XXXX. I am not clear for the reasons for this, but I need this resolved as I have had a severe reduction in income since XXXX due to illness and XXXX and am looking at a forced early retirement due to this condition. it is a strain on me to pay for co pays and medicine and to pay an extra {$200.00} + per month on a house payment that has not been late in almost 10 years of payments.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: WA

Complaint narrative:
My payment was lost and in addition to countless late fees, my credit reflects a 30 day late payment, when in fact, they had the payment but it was sitting in suspense on my account. It took 3 weeks for Penny Mac to correctly apply my payment and now they refuse to remove the hit on my credit.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-26 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: American Accounts & Advisers, Inc.
State: MN

Complaint narrative:
I have been receiving harassing, threatening, profane and XXXX threats telephone calls from American Accounts Advisors in regards to a debt of {$120.00} and {$240.00} I do not owe. The debt do n't belong to me. I am a victim of identity theft.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed
Consumer complaint received 2016-10-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: ACS Education Services
State: CA

Complaint narrative:
ACS changed my Lender without letting me know or giving me the option to switch to someone else, which I 'm not happy about. Also, they stopped having me pay a monthly amount, which is super sneaky. Since I 'm not be billed to pay monthly, which I prefer, they skip over MANY months, causing me to accrue LOTS of interest.Let your borrows be aware that if they do n't make a monthly payment that interest will be accrued instead of making it look like the are " current '' in their payment! I have to be vidulent to make sure I send myself a personal reminder to pay monthly, so I 'm not adding all this interest to my account even though it may say I 'm " current ''. That is a sneaky and dirty way to make money off people. Absolutely disgusted!

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-18 00:00:00
Product: Debt collection — Payday loan
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: Midwest Recovery Systems
State: AR

Complaint narrative:
This company has placed an account in collections in 2015 for a payday loan from XXXX. It 's been over 7 years so it should no longer be reported on my credit not that it was just placed for collection so that it will fall off my credit in XXXX. I have not received any written communication from these shady people either.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PENNYMAC LOAN SERVICES, LLC.
State: MA

Complaint narrative:
PennyMac stole {$1700.00} out of my Escrow account. 
In XXXX 2016, my Escrow balance was {$770.00}. I made a payment of {$2300.00} into my escrow, and my real estate taxes ( {$1400.00} ) were paid this month ( XXXX 2016 ). I should 've had a remaining escrow balance of {$1700.00}, but PennyMac listed my remaining balance as {$15.00}. 
The problem has continued to compound throughout 2016. My XXXX 2016 Escrow balance should be {$2600.00}. PennyMac shows it as {$750.00}. There is a {$1900.00} discrepancy.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-23 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: VALLEY NATIONAL BANCORP
State: NY

Complaint narrative:
I am a XXXX woman, who is a XXXX. On XXXX XXXX 2016, I visited a branch of Valley National Bank located at XXXX XXXX XXXX XXXX, XXXX, NY XXXX. I went to discuss the possibility of opening up a teen checking account. The guy named XXXX XXXX XXXX ( manager ) kept questioning me without any willingness to help and with obvious discrimination on my race and gender. He later rejected me rudely without giving me any reason.

Company response to consumer: Closed with explanation