vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-08-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: TN

Complaint narrative:
Dear Sir/Madam, Listed below are the facts of our complaint in the order of occurrence against Nationstar Mortgage LLC ( XXXX XXXX ) XXXX, TX XXXX for failing to post mortgage payments to our accounts mentioned in the documentation. Even-though our monthly payments are always sent out on time, Nationstar Mortgage LLC is not keeping the accounts up to date. However, late fees are applied monthly. Nationstar Mortgage LLC does not respond or corrects the problem after numerous letters were sent to several of their departments, including the Executive Vice President Of Servicing ; see listed below and attached copies of correspondence : XXXX/XXXX/XXXX forwarded letter to Nationstar asking to post mortgage payments made to accounts XXXX and XXXX on line ( XXXX/XXXX/XXXX ), and to remove late fees and derogatory remarks from loan 's history ( see attached copy of letter ) payments were made on time. Nationstar monthly statements do not reflect the payments made. 

XXXX/XXXX/XXXX forwarded letter to Nationstar asking to post mortgage payments made by check to accounts XXXX and XXXX and to remove late fees and derogatory remarks from loans history ( see attached copy of letter ) payments were made on time. Nationstar monthly statements does not reflect the payments made. 
We have sent out monthly letters to Nationstart Mortgage LLC since XXXX XXXX when they removed the automatic monthly withdrawal we had set-up on line. 10 months have passed by and Nationast continues to delay the posting of the monthly payments o ignore the posting. Also, adding late fees. We have receive threatening calls from the Nationstart staff, demanding money, threatening of foreclosure, damage to personal credit, etc. very unprofessional people, not willing to resolve the problem, only interested in making the issues worse. Attached are copies of all the correspondence we have submitted to various Nationstar 's departments and sent to several staff.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-09 00:00:00
Product: Debt collection — Medical
Issue: Taking/threatening an illegal action — Attempted to/Collected exempt funds
Company: AR Resources, Inc.
State: FL

Complaint narrative:
I recieved a bill from this company and one piece of correspondence, I loggedica on to thier site and made a payment. I attempted to log back in the following month to remit additional paymetns. The log in did not work. i contact the company and did not receive any communcaiton back. I received notification from my credit protection service, that there were derogatory marks on my credit report. They had placed my accounts into collection. As a result my credit score dropped XXXX points in one month. 

So bascially after one month, with no communcation they placed my account into collection without any written correspondence or phone correspondence.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: PA

Complaint narrative:
my loan had been resently sold to nation star mortage, my previously lender was freedom mortage. the loan was sent to nation star XX/XX/XXXX.Ever since then my ecrow has been short, they are staying that my escrow account is now short XXXX and they keep giving me the run around to way my account is short. It went from being short because of school taxes, to our XX/XX/XXXX real states being deliquent etc. Everytime my wife calls they keep giving her the run around to why it is short, My wife recently went to our school district and our brough to get copies of the checks and everything that was paid up and it is still not adding up. most importantly i am escrowed. then i recently tried to submitt my mortage payment and i was able to submit is but they put it in a suspended account claiming it wasnot enough to cover the mortage which it was it was my normal payment of XXXX, they claim i have to pay XXXX not the XXXX because i have to cover the shorteage in the escrow account. they never not once sent any documentation explaining abour the escrow being short and nothing explaing that now we will have to pay the XXXX for the next XXXX months.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
I went through XXXX and was contacted by quicken loans for a refinance. I was told by XXXX XXXX of quicken loans that I could get cash out to consolidate debt. I asked what if my residence did n't appraisal for 80 %. XXXX of quicken loans assured me it would and there was no chance it would n't. It did n't appraise for that amount ( 80 % ) and now quicken loans is only offering a refi with no cash out which would actually lose me money. They made false promises and now charge me {$500.00} for the appraisal

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: VA

Complaint narrative:
In my filed complaint BB & T did not answer the following questions. 
How can funds received for on time payment by BB & T get posted and reported as late? See attached XXXX statements. 
1. Explain where did my money go. 
2 Why my payments were not posted correctly to my account as on time payments.

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 2016-04-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
I sent a large principle payment around XXXX/XXXX/16. Nationstar returned the payment because they did not know what to do with it. I then called and spoke with a lady and she said it would be easier for them to debit my account for XXXX separate amounts to make the total amount. They ended up applying some of my principle payment to my monthly payments. I was making this large payment because we were selling the house and closing XXXX XXXX. when i realized my payoff was not correct i called to find out what the problem was. THey has applied XXXX extra payments so i was paid up through XXXX. They said they would reverse the payments and send a new payoff. and this would take 24-48 hours. After waiting 3 days the law firm had not received the payoff. SO i called again. I would also like to mention that it takes an act of congress to actually get someone on the phone when calling nationstar and my calls were being forwarded to the same person ( XXXX XXXX ) who has still not returned my calls as it is now XXXX XXXX. Once i called and got a person on the phone they informed me that only XXXX of my payments had been reverse and this would again take 24 hours to process. I asked if there was anyway I could have his direct number to contact him the next day to verify that it had been taken care of. He assured me that he would personally check on my account and call me by XXXX the following day. At XXXX the following day i had not received any calls from Nationstar nor had the law office received a correct payoff. I made multiple calls that day to try to get someone on the phone and was never able to get anyone or a call back. i then sent a message through the website to ask for a person to contact me. I received an email that someone would call me within 3 days. I still have not received that phone call. To make a long story short because of the mistake by nationstar i had to pay more at closing that was need and never received a correct payoff. I think that this service is unacceptable and caused a lot of financial hardship for my family during this time. At this time I would highly recommend that no one establish a relationship with this business. And i have yet to be reimbursed from Nationstar.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-26 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
I received another notice from Nationstar recently XXXX XXXX XXXX ). I 've filed a complaint against Nationstar in XXXX XXXX showing that Ive filed Chapter XXXX XXXX # XXXX, discharge date : XXXX XXXX, XXXX, thus releasing me from liability involving the mortgage and property. I am still receiving billing and paperwork from XXXX XXXX ( XXXX XXXX ).

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: NATIONSTAR MORTGAGE LLC
State: MA

Complaint narrative:
I have already filed a compliant and received a letter from nation star. I filed complaint in XXXX 2016. The letter from nationstar said they were looking into my compliant and wood have an answer by XXXX XXXX 2016. I 'm still waiting. Now I received a letter from nation stars attorney and it said that our home would be sold at auction on XXXX XXXX 2016. Now what do we do?

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-03 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: BB&T CORPORATION
State: WV

Complaint narrative:
On XXXX XXXX, 2016 i made a deposit of XXXX to my checking account. My posted balance was XXXX. As i continued from XXXX XXXX using my checking account my balance as of XXXX XXXX, 2016 was XXXX. On XXXX XXXX sometime around XXXX to XXXX i went to my local gas station to withdraw XXXX. I knew when i withdrew this money my checking account would be in the negative and i would be responsible for the overdraft fee, which would put my account around XXXX overdraft fee included. XXXX XXXX i looked at my account to see if the overdraft fee had been posted, my account was negative over XXXX. I was charged XXXX in over draft fees on transactions i was shown had already cleared ( earlier in the week ) I was charged another XXXX for transactions which were made prior to the XXXX atm withdraw and were shown to be cleared. On my bank statement it shows these transactions being withdrawn on XXXX XXXX and the atm on XXXX XXXX. I do not feel I am responsible for the overdraft fees ( especially when my account shows they were withdrawn ) when the purchases made prior to the atm withdraw were clearly covered do to the deposit on XXXX XXXX and these transactions were made prior to XXXX XXXX. I was also informed that BB & T does not do any transaction Thursday through Sunday which is false for i have proof of several transactions being deducted on Thursdays and Fridays. Ive tried contacting BB & T by walk in and by phone and no one will help me understand why i should be responsible for these fees. I am on a limited income and a single mother of XXXX children. This has financially drained me this month for i am unable to pay my bills due to these charges.

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 2015-04-06 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: Paypal Holdings, Inc
State: UT

Complaint narrative:
I had renters who paid rent through PayPal. When these XXXX moved out of my house, they called their banks and did fraudulent chargebacks to get their money back from Paypal. I can prove they did this and PayPal just let them do it after I showed PayPal all the evidence that I was a victim of fraud. PayPal told me I was responsible and is now sending me debt collection notices in the mail. I DO NOT owe this money. The XXXX who owe it are the boys who committed chargeback fraud through their banks.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2016-07-01 00:00:00
Product: Debt collection — Credit card
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: Atlantic Recovery Solutions LLC
State: PA

Complaint narrative:
Repeated telephone harassment of me, my XXXX adult children and ex-husband over an old credit card debt that expired under Maryland 's 3-year statute of limitations well over five years ago. Falsely claimed there is a court suit pending against me and that more legal action is pending, also false. Have asked them to cease and desist this harassment to no avail.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-17 00:00:00
Product: Mortgage — Other mortgage
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
Nationstar Loan # # XXXXXXXXXXXXProperty : XXXX XXXX XXXX XXXX . 
XXXX NC XXXXRE : The Short Sale Lender has Address incorrect in their system and will not correctWe have requested a correction to address and sent in supporting Nationstar documentation that reflects the correct address. Nationstar Deed of Trust, XXXX County Legal Tax Record and Nationstar Mortgage Statement. It is imperative to the XXXX Attorney & XXXX XXXX to have the correct address reflected for consistancy for the borrowers protection and future liability. We need you help enforcing these title corrections. All of the Nationstar correspondence has the correct address. No manager no escalations will help us. Once we convey the property, no insurance, no title nor coverages will be valid with this incorrect Nationstar data entry. CUSTOMER SERVICE WILL NOT PROCESS THIS XXXXXXXXXXXX - XXXX XXXX XXXX. 
XXXX XXXX ( 13 days ago ) Your " REPLY '' will be sent to XXXXXXXXXXXXHello, The address has to be corrected via customer service. I can not change the address. Customer service will require proof of the incorrect information and verification of what needs to be corrected. The original loan documents were accepted with the error. 
The number to customer service is XXXX XXXX XXXX. XXXX Foreclosure Prevention Specialist XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-02 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
The Homeowner fell behind on her mortgage and tried to work out loss mitigation options with her servicer, BB & T. The Homeowner and BB & T participated in a state administered mediation session that concluded without an agreement. As a result of the mediation, The Homeowner knew what documents BB & T needed to continue their loss mitigation review. She submitted those items on XXXX XXXX, 2015. BB & T 's attorney confirmed that he had received the workout package, he forwarded it on to BB & T, and he also confirmed that the Homeowner had submitted a complete package. 

BB & T 's counsel agreed not to move for a foreclosure sale during the loss mitigation review and agreed that there would be no foreclosure scheduling until at least XXXX XXXX. Despite those assurances the Homeowner received a notice of foreclosure sale date on or about XXXX XXXX, 2015. Currently there is a foreclosure sale date scheduled for XXXX XXXX, 2015 and BB & T has not completed their loss mitigation review. BB & T did not request additional documents for the loss mitigation review until XXXX XXXX, 2015. The Homeowner is in the process of collecting those items.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
the lender is in violation of RESPA and Dual tracking guidelines - the clients file is with the underwriters and was deemed a complete package as of XX/XX/2017 and the lender is still proceeding with an active sale date of XX/XX/2017 - this sale date if the client is denied for a mod within the next 30 days does not allow the proper time frame needed to submit an appeal on the clients behalf.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
I attempted to cancel an automatic payment, but soon after another payment was taken, and the attempted cancellation did not go through their system. I asked the company to return the overpayment, and they stated that it would take XXXX days. It took XXXX months. During that time, I had {$1000.00} of bank charges for bounced transactions from my other bills that automatically were deducted from my account. This all occurred before I realized that they took the XXXX payment. They state that they did hear the recording of me asking their representative for the return of funds. They have not accepted responsibility for the bounced check fees. I requested that they add a letter to my credit report, which has been significantly affected secondary to the missed payments, which they have not done. I will file a XXXX complaint about another company that was complicent in my credit score as a result of this event.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-31 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: GA

Complaint narrative:
My husband and I bought a home with a typical loan with BB & T. We planned to renovate and a few months later ( after getting architectural drawings done and hiring a general contractor ) we worked with BB & T to replace that mortgage and close on a construction loan that will convert to a regular mortgage upon construction completion. Our closing statement ( which I will attach to this complaint ) stated we would pay interest only for year 1 in the amount of {$950.00} and then our payment would convert to a typical principal and interest payment in year 2 and continue for the duration of the loan. We received our first bill with a different interest payment ( {$1500.00} ) that accounts for the amount of construction that has been completed to date. While this is logically fine, this is not what the paperwork stated at closing. We feel BB & T did not adequately articulate how our payments in the first year would work. 
In addition, I tried to make a payment both online and by phone for our first mortgage payment and was told that for the first payment I must go into the bank to make the payment OR send a check. No where on the bill does it state this restriction ( I will enclose the statement/bill as well ).

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 2016-11-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Dear SPS, Per email received below from Alleged owner as stated by SPS - please respond to email as there is a number to contact provided as well as I have providing your information to XXXX XXXX Bank. XXXX XXXX bank is confirming they are not the owner of any note. Who is the actual beneficiary of payments and or foreclosure? 

SPS - Response to who is the owner of the note Noteholder In your inquiry, you requested clarification regarding your noteholder 's identity. XXXX, XXXX XXXX, as trustee, on behalf of the holders of the XXXX XXXX, Mortgage Pass-Through Certificates, XXXX XXXX is the noteholder of the account, and SPS is the mortgage servicer. As the mortgage servicer, SPS is authorized to collect all payments and administer the terms of the note and security agreement. Questions or disputes regarding the account and any request for mortgage assistance should be directed to SPS in order to ensure a timely response and resolution. 


XXXX Response - below Thank you for your recent correspondence. 

As per our database, you will need to contact the servicer for the address ( es ) listed in your email. The servicer info is as follows : Servicer : XXXX XXXX XXXX XXXX, Master Servicer Phone # : XXXX XXXX ( option XXXX ) / XXXX The servicer is the direct and only contact who would have the information you are seeking. XXXX XXXX is not an investor but a Trustee and therefore does not physically own the loan or the property. XXXX XXXX does not have any say in how the property is disposed, loan modifications, etc. This is the responsibility of the Servicer. 

If you were referred to XXXX XXXX by XXXX XXXX XXXX, please provide the name of XXXX XXXX XXXX representative for our records. 

Thank you for contacting XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX - Mortgage Backed Securities Fax 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 2016-06-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: MI

Complaint narrative:
On XXXX/XXXX/2015 our mortgage was sold by XXXX XXXX XXXX to Nationstar Mortgage of XXXX, TX. This past year has had no issue with the servicing of the loan. As of XX/XX/XXXX Nationstar advised they were raising our Escrow by {$310.00} due their analysis of what was required for Insurance and taxes. Our Insurance did not change and the taxes went up less than {$200.00} a year. The increase of this amount is not appropriate nor justified from State and County records of such tax increases. This all occurred after 6 months of first class mail and XXXX delivery in an attempt to get us to refinance. We do not understand with hours spent on the phone with Nationstar, they can not justify the numbers for this increase. They continually use the terms, ( we recommend ) and ( we suggest ). When they quoted Federal Law requiring this increase we asked for a copy and they will not provide this regulatort information they quote as the reason for these increases.

Company response to consumer: Closed with explanation