vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2017-01-18 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Managing the loan or lease — 
Company: JPMORGAN CHASE & CO.
State: MD

Complaint narrative:
I made a payment for my auto loan on XXXX XXXX according to my normal payment schedule. I was involved in an auto accident on XXXX XXXX and my car was deemed a total loss. A claim was filed with my car insurance company that same night and I was contact by a claims representative a few days later to conference call with Chase Auto Finance to obtain payoff information. My insurance company XXXX paid their portion of the loan ( {$6000.00} ) in a check dated XXXX which posted to my account on XXXX XXXX. My GAP insurance carrier paid their portion of the outstanding balance ( {$1800.00} ) in a check dated XXXX which posted to my account on XXXX XXXX. I then received a notice in the mail stating that Chase had submitted negative information to my and my wife 's credit bureaus. So I contacted Chase on XXXX to find out what had happened and was told that my account was over 60 days past due for a balance of {$14.00}. I had received no correspondence from Chase of any remaining balance due on my account as the proceeds from my auto insurance and GAP insurance should have covered the entire outstanding balance. However due to delays in submission of the paperwork by Chase to XXXX including the Letter of Guarantee ( XXXX needed to ask for this to be sent at least 3 times before they could have a check issued ) additional interest/fees had accrued so this was not the case.

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-04-06 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I was contemplating cashing in some US Savings Bonds. Went into my local Santander Branch in XXXX XXXX and the manager went on line, pulled the values and I then selected several bonds to redeem based on the info presented. I redeemed XXXX bonds out of XXXX for {$1700.00}. The amount was put into my account and all was fine. 1 week later i received a call from the manager that there was an " website system error '' and that the bonds were only worth {$750.00}. Before I could get there, they went into my account and took back the difference. I asked for my bonds back and was told your out of luck. When i showed the Santander printouts to my tax person he confirmed that there was no website error, the XXXX pulled the wrong screen. The values she pulled were for final maturities not current value. Based on this I am out 4 % bonds and the majority of the money was taken back. Santander has been bouncing me around different people with no resolve. Everyone makes a mistake, they need to admit the managers error and take responsibility. I have gotten responses ranging from " your out of luck '' to " You should have done more homework.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2015-06-21 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
I have been banking with SunTrust Bank, XXXX. They run all credit and deposits at the end of the business day. When they run debts, they start with the highest and go to the lowest. They do this in order to extract extra overdraft fees and not deny payments when your account is overdrawn. 

I recently had a situation whereby I had approximately {$450.00} in my account and a deposit of {$360.00} giving me a credit of {$820.00}. I had several withdrawals on XXXX/XXXX/2015 listed below : {$7.00} {$23.00} {$29.00} {$46.00} {$85.00} {$280.00} $ XXXX $ XXXXHowever, I made the {$280.00} withdraw late in the day and was not denied use of my bank card, so I thought I had enough funds to cover. But I accept that I was overdrawn. However, Suntrust 's computer withdraws from my account taking out the highest debt XXXX and in order to charge more bank fees. Because of this practice, I was charged {$38.00} on XXXX checks for a total of {$150.00}. Whereas if they started with the lowest debt amount, which is how it shows up on both my statement and online, I would have only been charged XXXX late fee of {$38.00}. 

The following day, I deposited {$200.00}, but due to the extra {$110.00} in fees, I incurred an additional {$38.00} late fee. 

While I am willing to accept responsibility for overdrafting my account, I find it fundamentally unfair that SunTurst, XXXX uses a method to extract the most fees possible and it continues to allow a customer to access funds when they are overdrawn. Had I been denied when made the {$280.00} payment with my debit card, I would have known that I did not have the funds to cover the charge and I would not have made it or I would have checked my account to find out why I did not have the funds. 

I honestly am not upset about being charged a fee when I overdraw my account. That is fair. But their calculation methods as well as their allowing me continued access to funds when they are not available without warning is not fair and I feel cheated.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2016-12-20 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Reverse Mortgage Solutions, Inc.
State: TX

Complaint narrative:
I am filing a complaint regarding Reverse Mortgage Solutions, based out of XXXX, Texas. As the executor of my Mother 's estate I requested a payoff amount on XXXX XXXX, 2016 so we could close on the property on XXXX XXXX 2016. We have received no payoff information despite being told it usually takes XXXX to 10 business days. I have called many times in the past few days and have received no information on the timeline to receive the payoff. I have even been told I can not speak to the payoff department. Obviously our buyers are becoming concerned and now we are in danger of not being able to sell. All I want is for them to give me the amount we owe to close the property.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-02-03 00:00:00
Product: Credit reporting — 
Issue: Improper use of my credit report — Report improperly shared by CRC
Company: Credit Karma, LLC
State: LA

Complaint narrative:
Without my knowledge someone has attempted to reach into accounts and use my social security number for their use. I demand a dispute on that person whose has been using my information. For the last year someone has been messing with my social security number. This is the first time I am actually trying to contact about this. It has been going on for a while and I thought it would just go away

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Can't repay my loan — Can't get flexible payment options
Company: Texas Guaranteed
State: TX

Complaint narrative:
Original loan service purposely kept me in default to collect outrageous fees and interest for years without every paying a dollar toward principal. I inquired about ways to get out of default but was n't given workable option. Told I had to make double payments for a year -- close to $ XXXX!! Finally knew someone on the 'inside ' of this corporation and they helped get me out of default. My loans were bought out but still have a have a loan balance equal to what it was even after paying thousands via default. Thinking I was victimized. ZERO communication from lender in order to keep me in default. How do I find out if I was taken advantage of while kept in default??

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: AES/PHEAA
State: FL

Complaint narrative:
I called Fedloan Servicing to inquire about another income-driven loan that would lower my interest repayment from 15 % to 10 %. The service rep helped me determine which box to check on my update application. In my inquiry I asked how my account would change and the only thing conveyed to me was my payment would decrease. After a few weeks I notice my credit score dropped. I XXXX the balance of my loans had increased significantly. I called Fedloan Servicing to find out why. They said it was due to switching plans. I became upset because I was never made aware my loan would increase by changing to a new plan.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-12 00:00:00
Product: Prepaid card — General purpose card
Issue: Managing, opening, or closing account — 
Company: Travelex NY, Inc.
State: OR

Complaint narrative:
This is a pre-paid Travelex Mastercard which was issued as a travel card to provide XXXX while I was traveling. 

Card Number : XXXX There is an outstanding pre-paid balance on the card of {$400.00}, but when I asked the bank to close the account, and refund the balance, I was told by a representative of the bank that they no longer honor these cards. The expiration date on the card is XX/XX/XXXX. 

Two months ago, I spent about an hour on the phone with a representative of the bank ( " XXXX '' - employee number XXXX ) at the ( XXXX ) number XXXX. Initially she told me that she could talk to the bank, but that she was sure they would not refund the balance. After much discussion she who told me that a " XXXX '' would generate an email to me concerning the refund. 

I have had no contact from the bank since that call. I am asking that you contact the bank and determine why they are not honoring this card, or the outstanding balance owed to me.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-21 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't temporarily postpone payments
Company: AES/PHEAA
State: MI

Complaint narrative:
Hello, My name is XXXX XXXX and I am contacting you regarding an issue that I am having with a private student loan forbearance through American Education Services ( AES ). I called in XXXX of this year to set up a 2-month forbearance for XXXX and XXXX. The representative on the phone said everything was all set and approved me for the forbearance. He read through the terms and conditions which I verbally agreed to ; the forbearance was finalized. After ending the phone call, however, this individual decided that I was not eligible for the forbearance and it was cancelled. I was not made aware of this, and was surprised to see that my account was past due and had been reported to a credit agency when I went to pay my next bill. I called and spoke to a different representative XXXX XXXX, ID # XXXX XXXX on XXXX/XXXX/16 and she indicated to me that she and another reviewer saw no reason why my forbearance was cancelled. She told me that my account was being submitted for review and that the review should be completed in XXXX10 days and that I should call back after that amount of time. I called back on XXXX/XXXX/16 and spoke to a different representative ( XXXX, ID # XXXX ) who indicated to me that my account had still not been reviewed and that she would call me back when it had been. She offered no explanation as to why it was taking so much longer than the original representative had projected or how long I should anticipate it taking to complete. 

After ending the phone call, I submitted a message through the AES website explaining this situation as I have in the paragraph above. I received a response back today ( XXXX/XXXX/16 ) from " XXXX '' ( see attached email ). He advised me, " You will need to allow time for the review to be completed '' and that " We will work to have this review completed as quickly as possible and you will be notified on the outcome ''. My cosigners and I are receiving collection phone calls that are harassing in frequency and AES is regularly reporting my account, negatively affecting my credit and my cosigner 's credit. I am very disconcerted by the fact that, in his response, XXXX also offered no explanation about why it has not been completed, nor did he say how long I should anticipate waiting. 

At this time, I request that the harassing phone calls and negative credit reportings stop immediately for both my cosigners and I until the time that the review is completed. Also, I do not at all feel comfortable giving this company any further payments until this issue is resolved and I request that no payments are considered delinquent until the review has been completed and some resolution has occurred. 

I very much appreciate your time and attention and look forward to resolving this matter. 

Best, XXXX XXXX

Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-05-28 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: National Enterprise Systems, Inc.
State: MI

Complaint narrative:
I took training and bought equipment in XX/XX/XXXX at XXXX XXXX solutions. I received a loan from XXXX XXXX for {$7200.00}. The interest started out at XXXX per cent. After being late the interest ballooned to 20.78 percent. I attempted to lower payments but the servicer stated that the idea was that I would pay the loan for life. In XX/XX/XXXX I became totally XXXX and filed a chapter XXXX Bankruptcy based on poverty and total XXXX. National Enterprise Systems, a debt collector, state the description of the loan as XXXX XXXX XXXX. They state that I owe XXXX. I never borrowed money for this discription. School Code is XXXX. XXXX is not a school. XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, MI XXXX. I bought equipment and took training with the funds. It was my understanding that this was a personal loan. 
After requesting documents, National Enterprize Systems, sent copies of my orginal application with XXXX. Within the packet a memo appears that the loan was changed from the above amount to {$10000.00}. There is missing information on the loan application as noted on the forms. My credit score was XXXX. Please advise.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-02 00:00:00
Product: Debt collection — Medical
Issue: Cont'd attempts collect debt not owed — Debt is not mine
Company: COLLECTION SERVICES OF ATHENS, INC.
State: GA

Complaint narrative:
That by law since the account was purchased from the original creditor, the XXXX paid your debt. Thus making the original terms, conditions and legal obligation to pay the alleged debt void. Since the alleged debt was paid off to the original creditor that under certain sections of FDCPA, paying the debt without an agreement with XXXX to pay the debt, voids any claim. Under the FCRA and FDCPA, provides that adequate validation be provided. They did not provide adequate validation that the account is in deed yours and that you owe this debt.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: MS

Complaint narrative:
Suntrust Mortgage is basing an increase in my escrow account without taking into account an official estimate of my new tax amount for this year. I was eligible to benefit from a significant reduction in my county real estate tax by way of having been granted an over XXXX homestead exemption. My tax was reduced from {$1500.00} to approximately {$600.00}. The new computation is a high estimate based on my previous tax bill of {$150000.00}. 
I received an official document from XXXX XXXX, XXXX on the form that they commonly use for this purpose. The document is signed by the appropriate county employee and, as suggested by Suntrust, sent the document to Suntrust. Suntrust has advised me that they have this form in their possession. 
Suntrust recently calculated my escrow and payment based upon the previously mentioned higher amount. The stated reason was because their research department was unable to verify the new lower tax amount. I admit they I do n't know who they spoke with but I did attempt to have them contact the person that issued me the homestead exemption and the new estimate. The Suntrust employee told me that they do n't work that way. I advised them that federal law protected consumers from this type of problem. My suggestion is that they simply contact the person who signed on the county form and confirm the validity of the document. 
The approximate {$600.00} new tax amount does reflect the homestead reduction and is based upon last year 's tax amount with a reasonable increase in millage rate. In other words it is a county official 's best estimate of what my county tax bill will be for XX/XX/XXXX. 
The increase in my payment is almost {$90.00} per month and is not only burdensome but unfounded. I f they truly have a research department they should resolve this by contacting the county official that signed the document and adjust my escrow appropriately.

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 2016-11-26 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: PA

Complaint narrative:
I have several student loans owned by NCT ( or XXXX ) and due to my worsening XXXX XXXX I have been unable to work for some time. I am receiving Social Security XXXX, have been approved for a XXXX XXXX discharge, and approved by XXXX & XXXX for a full discharge of the student loans that they held. I asked NCT for a compassionate review of my private loans ( totaling over {$40000.00} ) 8 months ago and they have responded with requests for more information, but have not forgiven the loans ( or made any effort to compromise ) despite my promptness in getting the information they requested. At this point, my loans are soon to do into default which wo n't do anything except destroy my credit because I do not have the ability to pay these loans.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: AES/PHEAA
State: CA

Complaint narrative:
My son has a private student loan that originated from XXXX XXXX XXXX and was serviced by American Education Services. I was the co-signer on the loan. I filed for XXXX XXXX bankruptcy in XXXX XXXX. All of my son 's student loans was in in-school deferment. AES allowed his loans to be in deferment for a short period of time at which time he had to pay the monthly installments. In XXXX XXXX my son 's started experiencing difficulty paying his loan. He sent payment of {$200.00} to AES for XXXX and requested assistance in lowing his payments. In the meantime AES was calling and emailing me several times during the time about him being 30 days late. He contacted them in XXXX XXXX asking that they discontinue contacting me because I was in bankruptcy and again requested assistance in a payment program he would manage. AES asked that they get a copy of my Letter to Creditor on the bankruptcy. When my son forward it to them on XXXX XXXX, XXXX about 3 weeks later, saw that his loan was first in deferment and when he reviewed the account in XXXX XXXX saw that it was listed as " defaulted ''. He sent an email to AES advising that he was not in default and requested several times for assistance. However, the only reply he received was an auto email message advising that they received his communication. No communication was sent to him advising as to why they placed his loans in default, no communication on who he could contact to resolve the issue. It was not until my bankruptcy was discharged in XXXX, that we XXXX received collection letters from XXXX XXXX XXXX XXXX XXXX XXXX XXXX that loans was in default and asking for full payment. The letter from collection agency reference that the loans was in default as of XXXX XXXX, XXXX ; which is not correct since my son made a payment on XXXX/XXXX/XXXX and was in active communication with AES up to XXXX XXXX. His account with AES was lock and gave him nor I any ability to pay on the loans. All of the other private loans thru XXXX XXXX and XXXX was placed on forbearance until my bankruptcy was discharged. We are now paying on those loans monthly. AES was the only one that decided to just put the loans on default without advising of any option to resolve or to pay on the loans. We had no one to communicate to. These loans were for undergraduate degree my son obtain from XXXX XXXX University in XXXX, Georgia.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-25 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
I fell behind on my mortgage and made an arrangement with my mortgage company, SunTrust Mortgage to have the funds required to bring my loan current withdrawn on XXXX XXXX, 2016 as I was to receive a bonus from my job. The funds were deducted on that date and my loan should be now in good standing. It has been two weeks now and the funds are in a suspense account at the mortgage company but my loan is still being reported as past due. Furthermore, l I began receiving correspondence from a foreclosure attorney as foreclosure proceedings have begun. I have been in contact with both my mortgage company ( SunTrust Mortgage Company, loan # XXXX ) and the attorney XXXX XXXX XXXX, XXXX with no one being able to explain what happened and what is being done to stop the proceedings.

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 2016-06-23 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Application, originator, mortgage broker — 
Company: AMERICAN ADVISORS GROUP
State: MO

Complaint narrative:
AAG Reverse Mortgage Company Filed everything and said that I was okay then after sending Appraiser they went thru all their steps and said they would have appraisal by Friday, two weeks went by and I finally called and was told they could n't give me the loan due to Propane tank had to be off the Premises, and that I had an Industrial shop on my Property, Yes I have a large garage which was my Husband before he passed. My biggest complaint is that all along I was given yes we are going forward and the agent knew that I had a Manufactured Home Skirted with the best Skirting you can buy and it had the plates on each corner. Tied down but I was not told it was due to Manufactured Home and to date I have not received any notification of Denial. I called today and they transferred me to my Representatives supervisor. No return call. I would like to have my Denial in writing and reason or reasons for denial.

Company response to consumer: Closed with explanation