vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-06-18 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: GA

Complaint narrative:
I have XXXX private student loans ( $ XXXX+ ) with Navient, formally XXXX XXXX from when I attended XXXX XXXX Universities XXXX Program. Nearly a XXXX ago I had to nearly default on the loan to get into a reduced rate program. While in that program my rates where reduced to 1 % and after tabulating my income ( family of XXXX, wife XXXX ) and expenses they determined the best payment I could get was {$310.00} a month with was 95 % of my discretionary income. To contrast I have an equal amount in Federal Student loans and my Income based repayment is {$31.00} a month! This program I am in has to be recalculated and I spent an hour today speaking with representatives at Navient XXXX XXXX XXXX, XXXX XXXX XXXX. And they told me that my interest rate would be increasing and that the BEST payment they could offer me is {$380.00} which is 117 % of my discretionary income!! My rent has gone up and my family of XXXX is living in a XXXX bedroom house! This is no way to live! I need help here!!!

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-19 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
I had an auto loan with Bank of America. That auto loan was fully paid-off in XXXX of 2016 -- no dispute on that fact. 
In XXXX we have an " electronic title '' system, where once a lien is fully paid-off, the lender ( BofA in this case ) is obligated to then release the title to the State of XXXX, who then ensures that the XXXX DMV has a record of the title being free of encumbrances. At that point, as the owner of the vehicle ( free and clear ), I am supposed to be able to go process a sale of my car with little effort, again, since the XXXX DMV should now have the clear title in their systems, ready for transfer. 
It turns out that for whatever reason in my case BofA failed to release the title. The XXXX DMV still shows the lien recorded against it, and BofA, when contacted admitted " Oh, yes, we can see that the release was never completed. '' The problem I am facing is that I am moving from XXXX to XXXX next week, and as part of that process it is essential that I sell my car ... i can no longer do that because I do n't have the title. And because BofA will take 7-10 business days to process the release ( again, a release that they were supposed to process 9+ months ago ), and the XXXX systems take 7-10 business days of their own to update once the release is received form the bank, I am left to wait out approximately a month before I will have access to the title I should have access to today. 
The impact for me is that I guess I will need to reschedule my movers, my home sale and my transportation across the country -- seemingly thousands of dollars of impact. And thus far the response from BofA has been " yeah, sorry about that. '' In particular, I took note of the comment from the Customer Service Supervisor when I was asking how this could have happened in the first place and why the bank never caught the problem until I called. He told me " we do n't have any process to check if the release actually occurs. And we do n't have any staff that is assigned to follow-up on that. '' They actually just wait for their clients to catch it and then it is our responsibility to follow-up, figure out what has happened, and in my case at least, be left with the huge financial impact of their failure. That seems like a massive failure of internal policy -- I am not sure how it is even possible this is legal -- they are single-handedly denying me the ability to dispose of my property. Is n't that theft? 
What a joke.

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 non-monetary relief
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: PA

Complaint narrative:
In XXXX, XXXX XXXX which was the loan holder at the time now taken over by Navient, when the original loan was issued in XXXX my ex-husband XXXX XXXX, XXXX & his wife, XXXX XXXX forged my name & signature on the Parent Plus Loan online electronically using my name XXXX XXXX XXXX & Social Security Number from their home computer used all my personal info so they could obtain the loan & unknowing to me. This loan also did not need a co-signer since it was a Parent Plus XXXX which did not need a co-signer. So 8-1/2 yrs. went by & they were paying the loan, when suddenly they stopped due to financial reasons & stuck me with the loan. I tried every local resource the Dist. Atty., the local police, gathered all the information I could submitted it to XXXX XXXX ( at that time ) they claim there was nothing they could do even though it was identity theft. Long story short, I feel that due to the identity theft & fraud using my naming I should not be responsible. I addressed this w-my son & they brainwashed him & he told me my dad, XXXX XXXX, XXXX & his wife, XXXX are paying XXXX of his loans & basically he would not pay this loan at all and is now estranged from me over it. Pls. I need some help on this as I can not afford it to continue to pay it.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: Navient Solutions, LLC.
State: IL

Complaint narrative:
This is n't a personal issue. It 's more of a public sustainability issue because Navient acts irresponsibly towards prospective, current, and XXXX students who have student loans with them. I 've been repaying their loans since I 've graduated and I 'm currently on a five-tiered repayment schedule. My family and I 's financial situation is much different than it was when I initially went to school, so I 've been periodically trying to find out how to change my payment plan to a fixed rate. It bears the least interest payments ( which is revenue for Navient ) and would absolve the issue of higher payments down the road. I 've scoped both of their websites ( one is called " Previous website '', also misleading ), to find out a ) what payment options there are, because nothing about their websites tell me they even offer fixed plans, and b ) how do they calculate the monthly payments for plans in the first place? Their official website, www.navient.com, has no information other than interest rate and principle amount. I have to go to " XXXX '' which is Navient 's " previous website '' to find out what I will be paying in the future. My other payment options are also estimated and there is nothing about fixed payment plans. 

I actually had to contact them via chat ( I can provide transcripts ), to find out if I could have a fixed payment plan. According to the rep, the option would be available if I looked for eligible options. My eligible options were only given to me when I filled out a form which was basically a financial background check. It was discouraging, but I did it while I was chatting. 

After I applied on the previous website, I told the rep that the option still was not available. The rep then said something along the lines of " a fixed rate would change your payment to $ XXXX per month '', which to me has no bearing. I asked how they even came up with that number. All I was asking was where on your website can I even find this number and the details. That 's it. 

This is where you want to listen. The rep told me that the fixed rate monthly payment was calculated by using the calculator located on the Navient home page, BEFORE YOU LOG IN. After I asked, the rep also told me the way to get into a fixed payment plan is by contacting Navient. I literally had to pry this information out of them. Again, I have the full transcript if you want it. 

This is ridiculous. I 'm over 60-70 % of my monthly payment is spent on interest and I want to reduce that for myself. You and I both know Navient benefits more from my current, 5-tiered graduated payment plan, than I do. The fixed repayment option benefits me in paying less over time, but that does n't benefit Navient. I had to jump through hoops to find out any information that benefits me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I have been trying to work with Bank of America to refinance a mortgage. I have never missed a payment and have been a customer of the bank for over 30 yrs. They are currently charging 8.79 % interest on the loan and even with my good history refuse to refinance at a lower rate. I feel that I have been victimized by these people for at least 3 yrs. There has to be something that can be done.

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 2015-09-27 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO

Complaint narrative:
Since XXXX/XXXX/XXXX when I started a Request ID # for a Release of Deed of Trust from Bank of America on the mortgage loan I paid off in full on XXXX/XXXX/XXXX. XXXX County in XXXX is waiting so a title can be released. I have tried to work through approx. XXXX contacts to get this done. 
I have been given wrong information and been refused contact with supervisors. I was told that this ca n't get done for 3 mo. to 1 year and they keep changing stories/info. 
I did what I was required in paying loan on time and closing loan. Why ca n't Bank of America get their act together and do what it takes to get me the title to my home. 
If I wanted to sell the house or had too, I would n't be able to do so in a timely matter and would miss out on a possible opportunity because of their delays. 
Bank of America told me back on XXXX/XXXX/XXXX that I would receive proper title and documentation in 1-3 mo. I received a cover letter and the original NOTE by XXXX XXXX XXXX both stamped PAID in Full and loan paid off. 
The reps that have worked on this keep saying that they need something from XXXX XXXX? They have had since XXXX/XXXX/XXXX to get this. This Company is out of business. 
This is what happened over the period of the loan:XX/XX/XXXX opened 30 yr. mortgage loan with XXXX XXXX XXXX. 
XXXX/XXXX/XXXX loan was transferred over to XXXX XXXX XXXX XXXX XXXX , XXXX loan was again transferred over to Countrywide Home Loans , XXXX XXXX XXXX XXXX to be effective XXXX/XXXX/XXXX. 
In XX/XX/XXXX per rep Bank of America said they took loan over from Countrywide because mortgage scandal/bankruptcy. ( Note : Bank of America has had since XXXX to get all documents in order on the account. ) Also note that this loan was not with any mortgage co. for more than a mo or two till Countrywide from XXXX/XXXX/XXXX to XX/XX/XXXX. 
My request is to have documentation ( Request of Deed of Trust ) to XXXX County by XXXX/XXXX/XXXX. I was told when the 1st request Id was created the date would be XXXX/XXXX/XXXX. Since there are response times on this report this gives over the 15 day period. 
I also feel there should some type of fine or reprimand just like if I missed a payment I would get a late payment charge and could even get foreclosed when I was paying the loan payments. 
Note : None of the below apply this loan is paid off!! 
Also every time I contacted this company and had conversation I was informed that the calls were being recorded. They have all dates and information from my calls. 
I also have account numbers and documentation on file.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-06-14 00:00:00
Product: Consumer Loan — Installment loan
Issue: Managing the loan or lease — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN

Complaint narrative:
I went through this awhile back, Bank of America lost my mortgage to the tune of $ XXXX.They would not do anything to set it right. They were to busy because they were selling a Bank in XXXX. The other Bank was a shady one also. How can the XXXX let this go in our country. Got to go now steamed up again!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2015-12-15 00:00:00
Product: Debt collection — Federal student loan
Issue: Improper contact or sharing of info — Contacted me after I asked not to
Company: Navient Solutions, LLC.
State: AZ

Complaint narrative:
This is not my debt, this is my brother 's debt. This company ( Navient ) has obtained mine, as well as my husband 's information and has been contacting us. I have already told them I do not know where my brother is and asked them to stop calling me, but they have persisted. I am on the " Do Not Call Registry '' and have made a formal complaint with them as well. I have made multiple attempts to contact them regarding this issue and have been hung up on, lied to, and treated poorly. I attempted to block their calls, but they call from a different number every time. This company seems to be looking for contact information for anyone who knows or is related to the debtor. It is completely inappropriate to harass innocent people to get what they want.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-26 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: VA

Complaint narrative:
Due to the large amount of debt that I have incurred going to school, I have not been able to pay on both my private and federal student loans. When brought to the attention of my company, they simply say they can not lower the payments in any capacity to allow me to actually make payments and thus I have had to use all of my forbearance that I am allotted. I will have none left come XX/XX/XXXX, and they refuse to work with me on lowering any of my payment amounts so that I am able to make any kind of attempt to pay the loans off. I am living paycheck to paycheck because of these student loans and see no reprieve or even attempt to lower the payments so that I can actually make them.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-24 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC

Complaint narrative:
I was issued a refund for the credit protection plan. This has not been updated on my credit report, as required by the terms of the Consent Agreement that BOA entered. I would like this remediated.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-16 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was discharged in bankruptcy
Company: Total Card, Inc.
State: VA

Complaint narrative:
XXXX XXXX debt of {$300.00} ending in account # XXXX was discharged in Chapter XXXX Bankruptcy in 2011. XXXX has sold the debt to several debt collectors since and it is erroneously reporting on my XXXX credit report.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-15 00:00:00
Product: Debt collection — Credit card
Issue: Disclosure verification of debt — Right to dispute notice not received
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I 'm contacting your agency to understand why my account with Bank of America would be transferred to a collection agency and per the letter from the agency account is in a delinquent status. I understood only collection accounts are turned over to agencies for payment. The letter from the agency is dated XX/XX/2015 and Bank of America has just processed my latest payment to them on XX/XX/2015.Please advise

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-05-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
We signed a purchase agreement XX/XX/2016, on a condo at XXXX XXXX, SC. For a few reasons, we applied for a mortgage with Bank of America. Our closing date was XXXX XXXX with a 10-day extension. We were assured that we should have no problem closing by that date. Even though the Home Services Specialist ( HSS ) who handled the application knew we were buying a beachfront condo, he did not aggressively pursue approval of the Condo Review Board until the very end of the process when that matter should have been addressed at the outset. As our closing date approached, we, our realtor, and our real estate lawyer tried to get specific answers regarding approval from the Condo Board and hence the mortgage. The HSS set XXXX different closing dates, with the final one on XXXX/XXXX/2016. The HSS would not return calls or e-mails or would promise to make calls that never came. At one point, he could not explain the condo issue to our realtor. He asked for documents which we supplied 2 or 3 times. Overall, he acted in an unprofessional fashion. Finally, on XXXX/XXXX/2016, our realtor forwarded an e-mail she received from the HSS telling her that the Condo Review Board had not approved the condo. As of XXXX/XXXX/2016, we have still not been informed verbally or in writing by the HSS or BOA that the mortgage was denied. Had the HSS and BOA been straightforward with us, we could have gone to another bank and probably closed the loan on time. We stayed in the process because the HSS gave us every indication that the mortgage ultimately would be approved. We and our realtor complained to the HSS 's supervisor only to have our phone and e-mail messages not returned. Because of the incompetence of the HSS, we nearly lost the condo.

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 2015-03-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: Navient Solutions, LLC.
State: IL

Complaint narrative:
I attended XXXX Illinois University in XXXX, IL from XXXX. It was difficult for me to find a full time position after graduating and my loans went into forbearance. In those XXXX years of looking for a job I gained {$30000.00} in interest on my XXXX loans. Sallie Mae/Navient is currently charging me an entire paycheck as a monthly payment and have screwed up time and time again on taking out my monthly payments after signing up for automatic debt. I am currently attending school again, and have notified XXXX XXXX to expire my deferment because I want to continue to make payments. They have not done so and have screwed up my payments while accumulating more interest on my loans. I have called XXXX times to complain/understand what is happening and they continue to give me the same excuse, that my payment for the month is past the deadline in which they can take it out, so wait till next month. I would n't have to wait if they would have done their job in the XXXX place. I even have documentation that shows that they expired my deferment. All I get is a " I understand '' " We are sorry you feel that way ''. Something needs to change, I am sure I am not the only XXXX they are doing this to. It is sad that I am regretting getting my XXXX, if I never did I would n't have to deal with such a XXXX company.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: Navient Solutions, LLC.
State: OH

Complaint narrative:
I took out student loans in 2006 to cover the cost of my attending XXXX college. I needed the loans because XXXX college reused to refund my tuition for a semester that after I had already left the college. I have been paying on my loans for years and the balance has only gone up. During that time I have gotten married and had XXXX children so my financial situation has changed significantly. 

I am currently in good standing with my lender but had to put my loans in forbearance sue to being laid off ( see attached ). While in forbearance I applied for extended my request was denied ( see attached ) on every single XXXX of my loans saying that my maximum terms were already met. Literally they are saying that there is no other option to pay my loan other than to pay them an unaffordable payment or go into default. 

I took these loans out before the financial crisis and they were paid to an institution that ultimately kept money from then XXXX XXXX for a semester that I did n't attend. These loans are following the same unsustainable path of the mortgage crisis and to make it worse the loans are not secured by any type of physical asset. 

Every month I am forced to chose between providing a decent life for my family and making payment to a student loan company that I simply can not afford. I have stayed current on my loans for years, and find it unacceptable that a company with such a horrible reputation be able to do this to my family and myself. 

I want Navient to work out a payment that I can afford even if I have to pay more in terest over the long term I must protect my family today. 

SincerelyXXXX XXXX

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-11-04 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
On XXXX XXXX, 2015 I requested from BOA the closure of my account to stop future overdrafts since I have been having difficluties which have resulted in OD. I asked the bank to close the account to stop paying overdrafts and requested a waiver from OD fees. 
The bank has refused to close the acccount and instead, even after been notified to stop OD, it continues to add OD fees and did not repond to the request other than the bolier plate messages. See copy of messages attached. 
The bank acts in an unfair and deceptive matter since it encourages customers to do as much as possible for account management online, but when this is not convenience for the bank the rules are changed for the bank 's benefit. The account disclosure does not indicate that online request to stop paying OD will not be honored and that the bank will continue to charge fees to the account. In order to settle the matter I will agree to pay immediately the principal amount due prior to the OD plus the additional charges of a low balance fee of {$12.00} this charged was clearly disclosed at the time the account was opened. I would appreciate a waiver of all OD fees since the notification to the bank to close the account. Copies of emails below :

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief