vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2015-04-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
An over payment of approximately {$1100.00} was made to XXXX on XXXX XXXX XX/XX/2015 as final payment on a mortgage. Citizens claimed to have sent a refund of that check to my home address for that amount within 10 days of receipt of the over payment. I did not receive it. I called to request a new check. Citizen 's customer support advised that a new payment would be sent out. By XXXX XXXX, I had not received a check. I called again and was told to send a request for a new payment in writing to Citizens Bank NA, XXXX XXXX XXXX. XXXX in XXXX, RI. I did so on XXXX/XXXX/XX/XX/2015 by means of both fax and XXXX post. On or about XXXX XXXX I followed with a phone call to Customer service and was advised that my request followed too closely to the matter of the previously mailed check, but that that Customer Service representative put in a special request to have a check sent out during our phone call. He advised that I call back to confirm the action had taken place and get further information as to when to expect the check. I called back again on XXXX XXXX. I was advised by Customer Service that no change had been processed and no check had been reissued. I was directed to call back again within 3 days. This issue has wasted my time and I am still without my money.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-25 00:00:00
Product: Student loan — Non-federal student loan
Issue: Can't repay my loan — Can't decrease my monthly payments
Company: CITIZENS FINANCIAL GROUP, INC.
State: MN

Complaint narrative:
I needed to borrow money via private loans to pay for college. I feel that the banks should have a fiduciary duty to explain what the repayment terms will be and also to better evaluate whether or not the student will be able to repay the loans. I am now in a position where I am really struggling to repay my student loans to Citizens Bank. I work XXXX jobs ( over 80 hours per week ) in order to keep up with my monthly payments and I still struggle. The reason I went to college was to enrich my life and my financial future, not to become a slave to my student debt which is exactly what has happened. I feel that Citizens bank should have never approved the amount of money that they lent to me while attending school, and at the very least they should have at least told me what my payment would be when paying off the loan. I felt they took advantage of me because I was nave and young and simply thought that this is what everyone did in order to pay for school. I have about XXXX in debt with citizens bank and I am experiencing a huge amount of stress and anxiety over my student loan payments. XXXX The amount owed to citizens is in addition to my federal loans, which seem to be much more reasonable ) I work so much that I feel that my health is jeopardized as I work from XXXX at my day job and often until XXXX XXXX 4-5 nights per week. 

Citizens bank is not willing to extend my repayment term or lower my interest rates which could really help me to pay this off at a much more comfortable rate. They took advantage of a young college student, and I do n't know where to turn for help. I ca n't keep working as much as I do. I hope the CFPB can help me. Thank you.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-13 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT

Complaint narrative:
I opened a new checking account with Citizens bank in XXXX 2014 with a promotional offer of {$200.00} that I received in the mail. The requirements in order to receive the offer were to make an initial minimum deposit and then at least five debit card transactions in the following month. About three months after I had completed the above requirements, I had not yet received my promotional credit, so I went into the branch and they told me that I should be seeing the credit by the end of XXXX. Come XXXX, I stopped into the branch office again to bring up the issue. They looked into my account and confirmed that I had met the requirements, but would have to investigate further because they do n't have any information on which teller opened the account for me or the promotional code that she entered for my account. A few days later, they called to tell me that they could n't find my name and address in the record of people that they distributed that specific promotion to. Unfortunately, I did not have this coupon saved from six months ago, so there was no way for me to show them the coupon that I clearly remember receiving in my mail. After speaking to the manager about the situation, he offered to credit {$100.00} to my account and told me there was nothing else they could do because my name did n't show up in their list of " selected individuals '' to receive that promotional credit. I feel like Citizens is using misleading promotional offer as a marketing scam to attract new customers and then hoping they either forget about the actual credit or telling them months later that they are n't eligible to receive the offer after they had already completed the stated requirements.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-09-05 00:00:00
Product: Payday loan — 
Issue: Charged fees or interest I didn't expect — 
Company: Big Picture Loans, LLC
State: ND

Complaint narrative:
I was looking online to get a quick loan for a bill I had neglected that needed to be paid. I selected big Picture Loans. I was approved for {$600.00} with a fee coming to a total of {$800.00}. I talked to the lender over the phone and all that was mentioned was the fee of {$200.00}. I just paid what I thought was my last payment on XXXX/XXXX/XXXX. Making the total {$860.00}. I received an e-mail later on that day that my next payment was scheduled in two weeks. I thought that did n't seem right, and went to check why I still had a due amount. After clicking to review documents I discovered that I was being charged an astronomical amount in 749.4296 % in fees. Making my {$800.00} loan {$4200.00}. I did not agree to this, nor was I informed on such a high rate of interest or I would have not chosen this company. I am beyond enraged that they are getting away with so much of my money. I have paid my due loan of {$800.00} and that should have been that. Not a payoff date of XXXX XXXX for a loan so small.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-26 00:00:00
Product: Bank account or service — Savings account
Issue: Account opening, closing, or management — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
I opened an account with Citizens Bank XX/XX/XXXX with {$5000.00}, explaining that I wanted an interest-bearing account but did not intend to draw on the account at all. I was told that a " Money Market Account '' was appropriate and that, to avoid the imposition of fees, I should arrange to have my monthly statements emailed rather than sent via regular mail. I completed the paperwork and subsequently received statements by email, although I did not review them carefully because I knew I had not made any withdrawals ( or deposits ) to the account and expected the balance to remain stable. XX/XX/XXXX I received XXXX letters by regular mail from Citizens Bank advising that an " inactive account processing fee '' of {$50.00} would be assessed and the account funds transferred to the XXXX of XXXX based upon " unclaimed property law. '' I brought the letters to my local branch ( the same one where I had opened the account ) on XX/XX/XXXX. I was told, in essence, that my account balance was approximately {$4200.00}, having been assessed " relationship fees '' of $ XXXX/month and " inactive account fees '' of $ XXXX/month since the account was opened. When I spoke with the manager, he credited my account only XXXX months ' worth of fees ( {$67.00} ) and blamed me for not having read my statements more carefully. I closed the account immediately and was handed a check for {$4200.00}. On XX/XX/XXXX I sent a letter of complaint to the Chairman and CEO of Citizens Bank in XXXX, XXXX requesting a refund of the {$720.00} in " fees '' taken from my account along with the interest I should have earned on my {$5000.00} deposit for 3 1/2 years. I received a voice mail message from " XXXX in the Office of the Chairman '' on XX/XX/XXXX. I returned her call on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX leaving voice mail messages each time. She finally called me back the afternoon of XX/XX/XXXX and advised me that the very most she could rebate me was {$240.00} ( XXXX months of " relationship fees '' and XXXX months of " inactive account fees '' ) and that she would have to re-open my account to do so. She also informed me that this was my only option to obtain redress, and that this was the " highest level '' at XXXX to which my complaint could be brought. I received a call today ( XX/XX/XXXX ) from " XXXX in the Office of the Chairman '' to advise that the check for {$240.00} was on its way, my account had been closed according to my instructions and she " just wanted me to know the outcome. '' Unfortunately, I know the outcome all too well -- I am still out nearly {$500.00} in " relationship '' fees that Citizens Bank can not possibly justify.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-11-03 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: KEYCORP
State: OH

Complaint narrative:
I attended XXXX University, graduating in XXXX XXXX. I have been making auto payments on my loan for the past 7 years and am in good standing. My interest rates are currently set at variable rates of XXXX % and XXXX % for XXXX different loans. Based off the interest rate, life of loan, and principal balance, I would think my monthly payment should be approximately {$450.00} ; however, I am paying $ XXXX monthly. When I called to inquire as to why I am paying so much more per month, I was told it is because of the variable interest rate. I consider this explanation inadequate and fear that I am paying more than required yet not paying off my loan any faster. Furthermore, XXXX advertises " help '' to get a lower monthly payment. I called to see if I could have a lower monthly payment, even if that meant extending the life of my loan, and I received no help. I was basically told I have no other repayment options because I am past the 18 month period since the start of loan repayment in XXXX XX/XX/XXXX. Based off the remaining principle, current interest rates, and my monthly payments, I calculate that I should have my loan paid off in XX/XX/XXXX versus my repayment schedule says repayment is XX/XX/XXXX. How do I know if this is correct? The answers provided by Great Lakes have not helped me understand my loan or repayment plan. I feel that Great Lakes servicing is deceptive in their marketing of lowering repayment options, misleading in how my monthly payment is determined, and unwilling to work with me, a borrower in good standing. Lastly, they do not have clear documentation on mygreatlakes.org of my entire payment history, interest rate changes, and information regarding my interest rate ( e.g., I can not find information as to whether my variable rates have a cap ).

Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-01 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: TCF NATIONAL BANK
State: IL

Complaint narrative:
My complaint is with TCF bank. My son and I both had checking accounts with TCF. They closed them for " inactivity '' saying it was dormant.They took all the money in fees even though we were not in accounts that require minimums. I called to give them a change of address and was told it was closed. We did not use the bank because their website was so difficult to sign in and even use. Also, we could not get replacement cards even when we asked. In two you they never even replaced what would have been expired cards! Worst banking experience ever. I want our money back!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-07-29 00:00:00
Product: Debt collection — I do not know
Issue: Cont'd attempts collect debt not owed — Debt resulted from identity theft
Company: ERC
State: TX

Complaint narrative:
In XXXX of this year, I received a credit alert that XXXX amounts in the of {$2100.00} and {$42.00} was illegally added to my credit reports in violation of the Fair Debt Collection Practices Act ( FDCPA ) by Enhanced Recovery, LLC ( ERS ). 
I sent a letter requesting validation from the company that this debt was mine, and I had never received correspondence or proof from there company. 
I submitted complaint to CFPB ( Case number : XXXX ) to which ERS responded they would delete the {$2100.00} amount, andthat they could not find a account in my name for {$42.00}, but to supply a reference number or credit report and they will delete from my report. 
Called on XXXX XXXX, 2015 with husband with information concerning the {$42.00} account by their company, and ERS was able to locate the account. I was given a very difficult time to get ERS to delete this account ( as they stated they would to myself and the CFPB ). 
We sought multiple solutions, and with ERS attempting to continue to illegally collect on the supposed {$2100.00}, and now the {$42.00} ; both that was to have been deleted, gave me no choice but to reinstate my complaint.

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 2017-03-19 00:00:00
Product: Money transfers — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I purchased a rifle from XXXX, an online store based in XXXX Virginia and owned by XXXX. I paid {$1600.00} via Wells Fargo XXXX, a wire service, to XXXX on XX/XX/XXXX. XXXX is registered to XXXX XXXX XXXX VA XXXX XXXX. I called or emailed every few weeks since I ordered it and was told it was on back order and would ship when it came in stock. To date, I have not received my order. When I checked on my order on XX/XX/XXXX, I found out the website is down and the phone number is out of service. I paid using Wells Fargo XXXX which is a wire transfer service. I have no way of requesting a refund and think this was a scam to fleece people across state lines. When I look up the google reviews now there are XXXX posting of other people that he stole money from as well. I am sure there are others. XXXX is also listed online as XXXX XXXX was also the creator of LendingShares which became XXXX shares. This company was a crowdfunding platform that existed without XXXX oversight and existed for 3 years before becoming defunct. I believe that XXXX is a serial scam XXXX who creates companies and bilks consumers and investors out of money, then closes the company and eliminates all means of contact. 

The website was : XXXX The Secretary of State Filing can be found here : https : XXXX The Test Store Website is still up with last contact information and a photo of XXXX can be found here XXXX XXXX/ XXXX Facebook page can be found here : XXXX : //www.facebook.com/profile.php? XXXX The owner of the business address is XXXX his phone number is : XXXX. They said he has vacated the premises, but still stops in weekly to pick up mail. XXXX most recent phone number they have on file is XXXX. 

Whitepages lists the home address for XXXX as : XXXX XXXX 
XXXX VA, XXXX The owner of the home address is XXXX XXXX XXXX FL XXXX Police Report Filed XX/XX/XXXX XXXX XXXX Police Department XXXX # XXXX XXXX Police Report Filed XX/XX/XXXX XXXX Police Department XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-04-01 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: ProCollect, Inc.
State: TX

Complaint narrative:
Every call with the collector has been rude and abrupt. I have made an attempt to make a partial payment online which I was later told would not go through. i was told that I could not qualify for settlement because the balance was less than {$500.00}. I was told I could make payment in full for deletion because I was calling a day later than when the deletion was offered. I was also told the only payment that could be taken today was for the full amount not for the partial amount. I am certain there are XXXX complaints about this same agency. They make no effort to communicate appropriately or to actually get the debt paid. I would think that paying something is better than not being allowed to pay anything.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: RoundPoint Mortgage Servicing LLC
State: WA

Complaint narrative:
We closed a month ago and now they want to start the process all over again. Also escrow will have to send the money back to new lender. Our daughter died last XXXX XXXX, 2015 and we have tried to get the home sold since then. what can you do to help us please call us at XXXX as soon as possible

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 2016-08-31 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: KEYCORP
State: NY

Complaint narrative:
KeyBank is taking over XXXX XXXX XXXX. I have a credit card with reward points that do not expire with XXXX XXXX. After the merger, points will expire if not used in 48 months. Details of this are hidden in the terms of contract. I feel that this is an outright theft of funds especially for people that do not read every detail.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-20 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: TCF NATIONAL BANK
State: MN

Complaint narrative:
I got a chargeback from XXXX and they paid the money to the bank and the bank claims they never got the money.XXXX explained that they gave me the money to the bank and they did that when I involved federal agencies.XXXX has no reason to lie but TCF does not want to co-operate. 
TCF needs to give me the money back

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-06-09 00:00:00
Product: Consumer Loan — Installment loan
Issue: Taking out the loan or lease — 
Company: Prosper Marketplace, Inc.
State: MD

Complaint narrative:
Good Day : In XXXX of 2016, I went to Prosper online site to see if I can obtain a loan for {$5000.00}. I was approved for the loan and checked the box agreeing to the terms and condition of the loan ; however, when I found out that the fee for obtaining the loan was 4 % of {$5000.00} = {$200.00}, I did not want to pay an upfront fee to obtain the loan and exited from the website. 

I did not submit the loan application. After about 2 days, I was informed through my email that the check will be sent to my bank account. I called the customer service office immediately and informed them that I did not submit the loan application and that I was not interested to obtain any loan from them and that they should stop the transfer of the money to my account. 

I was told that they can not stop the money to my account and that I can return the money once it is in my account and I did as instructed. Now, prosper has been calling me that I owed them about {$160.00} for the month of XXXX 2016 and may be other amount for subsequent months. 

I have called the customer service office several times and it seems that they can not resolve this issue. Please be informed that Prosper did not request for any proof of employment or documentation showing the ability to pay the loan in violation of federal lending rules. 

Thank you

Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-09-14 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: KEYCORP
State: OH

Complaint narrative:
XX/XX/XXXX, we visited Keybank regarding fees and was told my account would be placed on Key Privilege Checking. The benefits of Key Privilege Checking included free checks and no maintenance fee ( see attachment ). I recently had a NSF when I knew I had enough to cover the checks written. After reviewing my account, it was determined that it was the maintenance fee for {$25.00} which caused the overdraft. Further review of my account shows that I have been charged a maintenance fee of {$25.00} since XXXX XXXX, however my check reorders have been free. I have spoken to XXXX, who was able to adjust XXXX maintenance fee. XXXX stated further review would be required by XXXX and then we were advised XXXX could not make any further determination and I was referred to XXXX, Operations Manager who said all she could do was adjust XXXX more maintenance fees and that she would put my account on the maintenance free Employer program to avoid future fees. 

I am requesting a refund for the XXXX maintenance fees ( XXXX ) charged in error in the amount of {$250.00}. The fees can be seen on the attachments posted on XX/XX/XXXX/XX/XX/XXXX between XX/XX/XXXX-XX/XX/XXXX ( XXXX of the XXXX have been refunded by the bank ).

Company response to consumer: Closed with explanation
Consumer complaint received 2015-03-20 00:00:00
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: TCF NATIONAL BANK
State: MI

Complaint narrative:
An unexpected charge hit my account on XXXX along with XXXX other expected transactions. I checked online before making the transaction and my available balance was enough to cover the XXXX transactions I put through. TCF then charged me XXXX overdraft fees over the XXXX transactions. Had the XXXX transaction not been applied to my account I would have had sufficient funds to cover the other XXXX transactions. I contacted customer service about this issue and they stated that there was nothing they could do. I told TCF bank I would be filing a complaint and they reversed XXXX of the overdraft fees. I have had problems with overdraft fees before ; on multiple occasions I have been told overdraft protection was turned off only to have a transaction slip through anyway. I have repeatedly asked to have overdraft protection removed from my account so this would stop happening but they keep re-enabling it without notifying me or getting my permission. The XXXX transaction should have been declined, instead TCF allowed it to post and then stacked overdraft fees on top of it.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with monetary relief