vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2019-01-11 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
When I first started XXXX XXXX in early XX/XX/XXXX, my XXXX   recommended CareCredit to finance payments ( a service provided by My Synchrony Bank ). I was supposed to have until XX/XX/XXXX interest free. I trusted that My Synchrony would not charge me interest, and I put my account on Auto Pay.

A few months ago, I discovered the bank had been charging me " Card Security '' fee every month. In addition, they were also charging me interest all along!!! " Card Security '' fees ranged from $ XXXX- {$40.00} dollars a month, and interest within that range as well.

I called the bank several times to get to the bottom of this issue. However, they kept sending me in circles. When I called the number on the back of my CareCredit card, they said that this so-called " Card Security '' service is not from the bank itself. They gave me a different number to call. On XX/XX/XXXX, I was finally issued a refund for {$830.00}. I never requested this service. They should have never charged me this " hidden '' fee. This is malpractice.

Adding insult to injury, the interest refund I received was only {$20.00}. It is the interest charge for XX/XX/XXXX ONLY. This bank has been charging me interest for years. I called repeatedly, and they have either ignored me, or manipulated me in an endless circle of talking to different people and no one can do anything. Every time I asked for a supervisor, they regurgitated the same old response " We will escalate this issue and respond within 5 business days ''. It has been months and I still don't have a simple response.

I learned through persistent calls that interest charges were associated with " Card Security '', and Synchrony Bank kept telling me they " couldn't remove those charges. '' Again, I never requested this service, and I was incurring interest charges for a service I never requested. I called " Card Security '' over and over again, and they said they couldn't do anything to remove those charges, and that the issue will be escalated. I received a call from a woman named XXXX  once or twice, who claims to be XXXX XXXX, and I have been calling her again and again. I could not get a hold of her.

This has been ongoing for over 1 month. I want this issue to solved without further delays from Synchrony.

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 monetary relief
Consumer complaint received 2019-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TD BANK US HOLDING COMPANY
State: NH

Complaint narrative:
Received a letter from TD Bank on XX/XX/XXXXstating that I was {$34.00} short in my XXXX payment, and needed to pay by XX/XX/XXXX to avoid late fees.

I called TD on XX/XX/XXXX and paid the {$34.00} over the phone. I also told the TD Rep, XXXX XXXX, that the letter had arrived after the payment was already due. Furthermore, I pointed out that every other mortgage company I've ever dealt with has sent a letter to let customers know when the monthly payment changes, and has done so once per year, at most. TD has now twice changed the monthly amount due within a 12 month period, and did not send a letter either time. I have automatic payments set up, and I don't change them until I receive a letter that the amount due has changed. I asked that Mr. XXXX put in a request that the late fee be waived.

Received a statement in XX/XX/XXXX showing that I now owed over $ 10K because my late fee made my payment inadequate, so that 2 months of payments were in unapplied funds now. I called TD and in the course of the conversation, it became clear that the {$34.00} I had paid was not applied until XX/XX/XXXX, even though TD claims payments are applied in one business day and I had paid on XX/XX/XXXX, a Tuesday. We were told that the fee of {$190.00} had been waived, and everything should be OK now.

Received at letter dated XX/XX/XXXX stating that we still had not paid {$34.00}.

Called again and were told that everything was ok and that there would be no more fees.

Received a statement saying that we owe {$5200.00} including a new fee of {$190.00}. Furthermore, the unapplied funds were seemingly due to this newest late fee.

Called TD Bank today ( XX/XX/XXXX ) and spoke to XXXX XXXX who says that different systems are showing different information for our account and she will send the matter to research. She offered to update us next week.

In short, TD Bank continues to delay applying funds and then to charge late fees, which then cause the next month 's payment to be considered a " partial payment '' which results in funds not being applied yet again, and more fees. It is a vicious circle that benefits TD and swindles the customer. Trying to resolve this with TD only results in long wait times on the phone, more conversations that lead us to believe everything is settled, and then additional letters and statements telling us that our payments are deficient.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
My name is XXXX XXXX and Experian is reporting an account that I never had with XXXX XXXX XXXX. XXXX. This has been disputed several times and it has been disputed several times. I have never had an account with 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 2019-01-11 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
I applied an American Express Gold credit card about XX/XX/2018. During my application I received information that I will receive XXXX   bonus points after I spend XXXX dollars. I did not receive any notification that I would not receive this bonus. After application. I called customer service for three times to check my bonus, all I got is that I will receive this bonus, it just need time to process. Especially my third call, the manager even discussed his boss, and they both did not find any reason why it took too long to process. He said everything looks correct, I just need to wait for 5 to 7 days for processing. After that I received a phone call in 5 days. I was told they can not give me the bonus because there was a pop up during my application said I would not receive the bonus ( actually not ). The person who gave this information also told me, this decline just connect my account all the time, all the customer should see that. If it is true, why during the past three times phone call, there was no one see this decline in more than 2 months? I doubt if they just added my information there during the 5 to 7 days ago.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ENCORE CAPITAL GROUP INC.
State: CA

Complaint narrative:
I have sent letters citing the laws within the united states to provide proof that this debt is mine. 

I have gotten no responses and have already asked for proof over a 60 day period. 

I have included the letters i have sent.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EMCC Holdings, LLC
State: FL

Complaint narrative:
My name is XXXX XXXX and XXXX  is reporting an account that I never had with XXXX XXXX XXXX. XXXX. This has been disputed several times and it has been disputed several times. I have never had an account with XXXX

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I was a victim of Identity theft and I notice 2 accounts on my credit report. XXXX # XXXX and XXXX XXXX # XXXX. 

I have provided XXXX, Experian and XXXX  the copy of the police report and have provided a victim 's complaint & affidavit to XXXX and XXXX XXXX and everything else that they have requested. XXXX  deleted the 2 accounts, but XXXX  and Experian has refused to delete these 2 accounts from my report. They keep saying that they have verified that this account is mine but have not provided any documentation to show that these accounts are mine. 

Also I have also asked the original creditors - XXXX & XXXX XXXX to provide documentation / proof that this account belongs to me and they have not.

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 2019-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUNTRUST BANKS, INC.
State: FL

Complaint narrative:
Because SunTrust bank has repeatedly under managed our escrow account for home insurance we selected a new home insurance company and paid our annual home insurance premium in advance in XX/XX/XXXX. 
During XXXX and XX/XX/XXXX we repeatedly advised the bank of our action and requested they close the escrow account, refund any escrow balance, and stop collecting insurance payments. 
The Loan Officer said we needed to contact the Insurance department and the insurance department said we needed to contact the Loan Officer. 
We did what they said and provided proof of the insurance policy, its coverage ( in excess of the loan amount ) and showing the bank as designated mortgagee. 
On XX/XX/XXXX we received a letter dated XX/XX/XXXX requesting us to cancel the insurance policy and deposit any refund into escrow. 
We want the bank to close the insurance portion of the escrow account, refund any escrow amount for insurance and stop charging form insurance amounts.

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 2019-01-11 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Portfolio Recovery Associates, LLC
State: CA

Complaint narrative:
I have already tried contacting Portfolio Recovery Associates with 2 official notices asking to prove the debt is mine but they have produced no documents related to this debt, they just keep calling and sending me the same letter over and over again. 

At this point this needs to be eliminated from my profile.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Diversified Consultants, Inc.
State: CA

Complaint narrative:
For personal reasons I left the home in which I was paying for internet. Almost a year later in XX/XX/XXXX I was given the equipment back to return, which I did. After sending it back I was assured that the outstanding balance ( {$270.00} ) would decrease with the the receipt of the equipment and would also erase from my credit history. A month later in XX/XX/XXXX I checked to make sure they received the equipment while I was still getting calls from the collection agency ( Diversified Consultants ). I was told that the case would be escalated in 48 hours and nothing happened. I kept calling them over the course of months wondering what happened to the equipment. Then in XX/XX/XXXX I was on the phone with an XXXX manager who finally said that there was a missing piece of information on the equipment as it was lost the entire time! So there was never a chance to get the bill lowered to the correct amount.The XXXX manager explained to me to just pay off the amount as I was trying to buy a house and to dispute it afterwards. I received a paid in full letter from XXXX. 

I believe that this debt, which was promised would decrease to the correct amount, is wrong. In addition the missing equipment that I returned is no longer in my possession and was misplaced by XXXX which led to the delinquency in my credit report. I am seeking to have it deleted as the debt was paid with harm to only myself.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
When I opened the checking account, it came with a XXXX points which Citibank didn't honor in the first place. After filling CFPB complaint, Citibank finally " found '' the recored and deposited the points. I combined the points into my credit card account and closed my Citibank checking account. The agent did not mentioned that there was an expiration date for the combined thankyou points. I was trying to redeem these points on XX/XX/2019 at XXXX but Citibank thankyou points system had problem to process the payment. I called Citibank at XXXX for 17 minutes. The agent said there was a system issue to process the payment and did not mentioned about the expiration date either. Today, I found out my points were missing, and I called in. The agent told me that my points were expired on XX/XX/2019. The citibank thankyou points agent once again could not find any record that I had called on XX/XX/XXXX. After transferred to the supervisor, once again they " found '' my calling record on XX/XX/XXXX that I tried to redeem those points but I could not due to Citibank 's system issue. Despite not telling their customer about the expiration date, they did not let customer redeem within the expiration date. Moreover, they always could not find record regarding their own promotion. Even they finally honor their promotion, they will have system error to not let you redeem your points. It's pretty ugly business practice.

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 2019-01-11 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I have already tried contacting XXXX XXXX XXXX with 2 official notices asking to prove the debt is mine but they have produced no documents related to this debt, they just keep calling and sending me the same letter over and over again. 

At this point this needs to be eliminated from my profile.

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: FL

Complaint narrative:
Hello, I apply online for HSBC US BANK BONUS offer of {$350.00} the rules and the terms of this offer is to deposit {$10000.00} in new money keep the money on the account for 90 days from the day you deposit the fund than wait 60 days after that to get the {$350.00} bonus deposited directly to my checking account so I did exactly according to the bank rules I open a checking account on XX/XX/18 I funded the account with {$10000.00} on XX/XX/18 I waited 60 days before I touched the money I waited more than 60 days after I met all the requirements I call the bank customers service many times asking them about my bonus they offer to the consumer when they meet all the requirement they informed me the only thing they can do is to put inquiry about the issue to the back office and I have to wait for the respond I waited 5 months and 26 days and nothing happen I got zero. One girl called me from HSBC customer service she told me I was denied the bonus and she couldn't tell me the reason why I was denied the bank just denied me for NO reason or any explanation whatsoever BASICALLY HSBC bank took {$10000.00} from me and they invested it for almost 6 months and they gave me ZERO DOLLARS THEY BROKE THEIR PROMISE AND THEY DID NOT HONOR WHAT THEY ADVERTISE ONLINE OR AT THE BRANCH I THINK THIS IS NOT FAR FOR THE CONSUMERS TO BE TREATED LIKE THAT BUY GIANT BANK TAKING MONEY FROM HARD WORKING MIDDLE-CLASS PEOPLES AND THEY INVESTED IT IN THEIR PROJECT TO MAKE MILLIONS AND THEY GIVE THE CONSUMER ZERO DOLLARS I THINK THIS IS A TYPE OF SCAM

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Seterus, Inc.
State: CA

Complaint narrative:
My loan was in a Disaster Forbearance for the Thomas fires which  ended at the end of XXXX. My servicer had a scheduled sale date during the forbearnce period, which they agreed to postpone last minute. While in the ThomasFire forbearance, we had a second disaster CA wildfires in XX/XX/XXXX and I applied for a new disaster forbearance. While under review my servicer transferred my loan w a pending sale date of XX/XX/XXXX. I contacted the servicer and they said they no longer can access the loan, so they cant do anything about the sale date or the forbearance. The new servicer, XXXX, said they do not have my loan in their system yet, so they can't help me w the sale date either. I have contacted the foreclosure attorney, XXXX, who said they have to do what the servicer requests and to send them my reqiest in qriting, which I did but th esale date is so close & I have not heard back from them. I am very very worried that my loan will fall in the gaps between the sudden transfer, without Seterus having first completed my Disaster Forbearance.

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 2019-01-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
XX/XX/2018 CITIBANK, NA /XXXX XXXX XXXX XXXX XXXX XXXX , SD XXXX ( XXXX  ) XXXX Unauthorized hard pull / inquiry shows up on my credit report from this bank.

I did not authorized CitiBank / XXXX  to register a hard inquiry on my credit and it is negatively affecting my credit score.

I have repeatedly reached out to CitiBank / XXXX  to resolve this issue and remove this hard inquiry without success.

I have been unsuccessful in submitting a dispute due to the CitiBank / XXXX making it challenging for consumers to dispute these unauthorized hard inquiries.

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 2019-01-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Navient Solutions, LLC.
State: MI

Complaint narrative:
This about Department of Education /XXXX . I attended 2 different Community Colleges without a High School Diploma. I read about the Ability to Benefit Application, which helps some people be able to get their loans discharged. The qualifications are, no High School Diploma or G.e.d. You did not go through the ability to benefit test. False certification of documents. Meaning someone forged your name on documents etc. I qualified in every way. I sent test scores to them. Test showed I did not pass, sent high school transcripts etc. The Dept of Ed denied my application stating I had a High School Diploma. Now, the are the DEPARTMENT OF EDUCATION. They know if I graduated from High School, or have my G.E.D. US Dept of Ed used lie, so they would not need to honor their application for the Ability to Benefit discharge. Navient, has my loans they gave me the run around so much concerning documents they needed to process that application, so it could get to the Dept of Education. They are being sued Dept of Ed, and Navient for these type of practices. Not honoring the discharge applications. Also charging to much on interest ext. HELP PLEASE!

Company response to consumer: Closed with explanation
Consumer complaint received 2019-01-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WI

Complaint narrative:
I went to a car dealership. They applied loans for me to many banks and credit unions without my authorization. So, I got unauthorized inquiries on my credit reports

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 2019-01-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: Experian Information Solutions Inc.
State: WI

Complaint narrative:
I went to a car dealership. They applied loans for me to many banks and credit unions without my authorization. So, I got unauthorized inquiries on my credit reports

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