vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-08-22 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: NY

Complaint narrative:
The monthly payment for my mortgage suddenly increased dramatically ; making it impossible for me to keep making payments. The lender has not given me the chance to fix the default on my mortgage. It is like the bank rathers foreclose my home than pay my loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
My loan was transferred from XXXX XXXX XXXX to Nationstar some years ago. I have been paying my monthly payment online via their payment system. NOWHERE when I make payments does it say there will be a late fee of {$170.00} if I 'm more than 15 days late. It assessed an additional {$10.00} " transaction fee '' for 15-29 days in the month. I always made the minimum payment due later in the month but ALWAYS before 30 days. I was never 30 days late in all the years. Meanwhile, a late fee of {$170.00} a month was secretly accruing unbeknownst to me!!! I never had a " past due '' notice or a late fee notice online where I do all of my payments and business with Nationstar. It ALWAYS just showed the minimum amount due each time. SUDDENLY, years later a PAST DUE notice of more than {$5000.00} shows up. I called because it had to be a mistake. Nope. It was them finally telling me online in the payment center that I had a late fee that has been accruing every month for years! I HAD NO IDEA! There is no reminder ... there is not alert ... there is no box that pops up that warns you when you pay -- -ONLY a notice that a {$10.00} transaction fee will be assessed if you pay past 15 days. That makes it appear as though that 's the late fee. If they would have had XXXX notice that I had a past due amount because of a late fee I would have IMMEDIATELY changed my habits of paying the last two weeks of the month to the first two. I NEVER would have allowed this to happen. But they do it secretly and bury it in a statement in the mail, only -- so those who pay online -- which must be most everyone -- NEVER know about this until they alert you after it reaches some {$5000.00} or more. When I called they said, " do n't worry -- we 'll move that amount to the back of the loan. '' They are loving this late fee and do n't want you to know about it. I think this is unbelievably deceptive. I am enraged about it.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION
State: IA

Complaint narrative:
Several years ago I refinanced my mortgage loan to pay off my school loans. When I did so, I was assured the flood insurance would be the same as the the loan I initially had my loan thru. In the refinance process they sold my loan to BB & T assuring me the flood insurance requirement would be handled as it had previously, that being I would pay for flood insurance on the outstanding principal of my loan. My house is assessed for taxes at {$78000.00}. Resale value is between {$80000.00} and {$85000.00}. My refinanced mortgage balance is {$45000.00}. BB & T is assessing my flood insurance on {$110000.00}. I contacted them several time and received no satisfaction. I was told the rules set forth by the National Flood Insurance Refort Act of 1994 is a standard, not a law, and the bank is not required to follow it, that they make their own rules. I feel this practice is unfair and deceptive.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-09-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: KY

Complaint narrative:
I have repeatedly requested information from Nationstar regarding their alleged right to service my mortgage. I have sent numerous validation requests, QWR 's, as well as letters to the CEO regarding the inconsistent, misleading, and disturbing information I have received from Nationstar. I have several documents from Nationstar with claims that they are servicing this mortgage for different entities at the same time. As a consumer, I have the right to make sure that I am paying the correct entity who has the right to collect. I have made numerous phone calls to Nationstar and each time I receive different information. It is no secret that there is rampant mortgage fraud going on in this country and I am trying to protect my family becoming victims to this fraud. Nationstar has also charged my family monthly for inspections that were never done. They refuse to correct or explain why we were charged for inspections. My latest request for information was sent to Nationstar CEO XXXX XXXX hoping that he could shed some light on the misinformation coming from his company. During calls to Nationstar they mislead consumers as to whether they are a debt collector or not. After repeated questioning about why they state " At times Nationstar may act as a debt collector '', they reluctantly indulge that they are a debt collector. This is very misleading to consumers.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I have applied for a refinance of my current loan with Nationstar for my sole and primary residence, so that I could have a cash out to pay the second loan I have on the property, a HELOC that I want to pay off due to increasing high interests. In XXXX 2016 I started the process and is now SIX months of constant petition for more documentation and unjustifiable delays on their behalf. I have submitted every single document they have requested ( three times! ), they have done the appraisal ( twice! ), and always at the last minute there is some new item, some new regulation, some new thing that they get hang up on and stalls the process. Last time was an error in their system claiming I had been delayed on my payments- which I proved them wrong. This time they claim my Debt to Income ratio is to high because of some credit card debt I have. I told them that if I paid off this credit card debt, then it should not be a problem with that Ratio and the loan should go through, but apparently they want to close the file and do n't want to give me more explanations or a reasoning on how they are arriving to that ratio. This is after 6 months of trying to move this along. Meanwhile, the interest rate of my second loan keeps creeping up. Time is of the essence and they know it and they are wasting my time and efforts. Seems like a very arbitrary system is being laid over and an 'underwriter ' is always coming up with last minute requests.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-01-06 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: AZ

Complaint narrative:
We are in the process of refinancing our mortgage. In XXXX. Select Portfolio Servicing, Inc. ( SPS ) reported to XXXX XXXX that our XXXX house payment was late. Under XXXX XXXX rules you can not refinance if a late payment has occurred over the length of loan. We have never been late. When this refi process was started in early XXXX 2016 the company we are dealing with had to run an initial report and everything was perfect. We found out after many phone calls and being switched to all sorts of people that Select Portfolio Servicing held our XXXX payment due to a " Recast '' they were not authorized to do on our loan. I always make my payments online and have a " Payment Receipt '' showing I made the XXXX payment on XXXX/XXXX/2016, it cleared my bank account on XXXX/XXXX/2016. It took me a month to get SPS to terminate the " Recast '' and get my payment was then posted. But by that time it was reported to XXXX XXXX that we were late for XXXX. They had our money and held it with no explanation to us. Once we were told the payment had been posted our loan processor called for final payoff amount and we were ready to close. Their underwriter then was told by XXXX XXXX about the late payment reporting. 
So we are at the point now where we are trying to get SPS to contact XXXX XXXX to correct the error so we can close. I keep being told that messages as have been left with XXXX XXXX. I get switched around from Supervisor to Supervisor and as of today 's date their error to XXXX XXXX has not been corrected. We are in great danger of losing this refinance. I ca n't get anyone at SPS to help us. I have spent numerous hours on the phone with them My loan officer and I were on a conference call for an hour and a half, while I was at work, on XXXX XXXX supposedly with a manager who was taking care of it with their legal dept. Todate neither of us have been able to make contact with that person. Can anyone help us get SPS to correct their error so we do n't lose our refinance.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: AZ

Complaint narrative:
I had a mortgage with XXXX XXXX/Select Portfolio Servicing and never did receive a proper loan modification. I suffered a XXXX XXXX among other things in XXXX. It forced me to get behind on my payments. XXXX XXXX filed suit foreclosure on me in XXXX. I was making payments up until XXXX. The home has always been in my name. My daughter lived with me and paid rent and utilities ( documented ) because I was older and than she had some problems of being XXXX becoming a victim of XXXX forced her to move out for safety reasons. I felt behind and became sicker. XXXX XXXX along with Select Portfolio and their attorneys XXXX XXXX XXXX sued me and what they did is highly illegal. I started receiving court papers. They named my daughter as a co-borrower and my daughter was NEVER listed on the mortgage as it is clearly stipulated. They added her name in court lawsuit and the lawyers back dated a Mortgage Summons to XXXX and the case was not filed until XXXX. I was paying my mortgage but felt extremely behind because of severe illness and XXXX on my daughter. XXXX XXXX, Select Portfolio Servicing and XXXX and XXXX started sending my daughter lawsuit threats adding her to a foreclosure that she had nothing to do with. I recently called Select Portfolio Servicing and their Sr Rep told me that my daughter was no where on the mortgage or as a borrower of any sort, so XXXX XXXX, Select Portfolio Servicing and XXXX XXXX XXXX lied! They forged my daughter 's initials on papers and committed fraud and deception on my daughter and me by backdating court documents that are untrue. They purposely omitted the fact that my daughter only paid rent and they omitted all rent receipts. We have recently relocated due to health reasons and safety reasons but a family member is at the house until sold. I am working with XXXX for a Short Sale and when I have tried to talk to Select Portfolio Servicing because XXXX wo n't talk to me, they do n't want to hear about a Short Sale. They have my house scheduled for aution on XXXX XXXX, XXXX. I have filed in court Appearance and Answer to Complaint on Foreclosure Mortgage and indicated my daughter 's name is illegally on these court papers and she is not the borrower and that I am trying to do the best I can in selling this house in a Short Sale. Please help me because they are commiting fraud, deception, forging my daughter 's initials/signatures back dating documents, to XXXX and XXXX illegally and ignoring any communication I try to do. I want to press charges as my rights and my daughter 's rights under the FDCPA and FCRA are clearly violated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-01 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
In addition to the response from the lender/servicer, we were advised that the lender/servicer would take into account the documentation requested to increase our income. In addition, we provided documentation regarding the status of the SS XXXX claim for which my husband has counsel. Attached is the correspondence from them, claiming permanent XXXX income for my husband, which is pending hearing. In addition we forwarded to our counsel on the foreclosure case, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, the response of the lender/servicer directing us to contact XXXX XXXX, XXXX, This response was also given to you on our previous complaint case # XXXX. Our attorney attempted to communicate with said attorney, with no response back from her regarding the review of our loan modification application. In the last few days, we found out that XXXX XXXX had not been returning the correspondence, and telephone inquiries, as she was not longer with the Plaintiff 's law firm, and new counsel has been assigned. My husband 's condition has worsened, and the claim for permanent XXXX is pending before SS and is based on my husband 's prior income. We are certain that with my additional income, and my husband 's XXXX that we will qualify for a loan modification. We have not been given a fair opportunity to make proper application and the documentation of my increased income has been ignored by the lender, and each time proof is submitted, the increases are subracted, rather than added to the total income amount. We believe that our application has not been given fair review, and we are filing this complaint. The trial date we have of XX/XX/2016 needs to be postponed to provide adequate time for a fair examination of the income, for the increases of mine which I have provided, and for Social Security to determine the monthly permanent XXXX amount. 
Again, we were assured that the XX/XX/2016 denial would be reviewed with the documentation submitted to prove a greater income stream, which was previously ignored. This was the reason why they needed more time yet no such review was in process which meant they were not truthful to the court and to us. We need your help to be given a fair and honest chance to keep our homestead.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-02-27 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
I lost my job and fell behind on my mortgage payments

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: FL

Complaint narrative:
I had attempted to submit payments to this company several times through online bill payer, totalling XXXX different instances. I 'd even called to check the amounts being requested prior to making payments. Each time I 'd asked why my payments were returned an the reps were unable to advise me of why. I 'd requested to speak with a supervisor an the supervisor began to insult me stating that I had n't infact spoken with anyone and maybe I spoke with the automated system and believed I was speaking with an actual rep. I advised him of the many times I had spoken with reps an he told me he had no record of conversations nor payments. The supervisor then stated that my final payment would of been returned as the demand had now expired. I then called back to speak with my relationship manager to try an understand wgat exactly was going on however I was only transferred to a voicemail. I left a message and still no call was returned. I then called back a few days later and was transferred directly to the account manager. The account manager was rude, over talked me an when requested his supervisor, blind transferred me over to his voicemail. I left a message for the account managers supervisor who I have yet to receive a call back from. All I 've wanted to do is pay my account and bring it current so that I may keep my families home. This company has been awful, an just down right rude. The employees ar n't very knowledgeable. Not to mention there are no notes to the many detailed conversations nor payments.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-06-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
XXXX sold my mortgage to Nationstar. XXXX, 2014. From the first billing, I have been charged the wrong payment amount, the wrong interest rate. Can hardly get anyone on the phone. when I do they are very nice, but the problem is never resolved. I have put in numerous " contact me '' complaints on their website. They have charged me fees that I can not get answer as to what it is {$98.00} in XX/XX/XXXX and a late fee of {$25.00}. The late fee is std, but if they had been charging me the right amount I would n't be late. XX/XX/XXXX payment, I directed {$700.00} ... .their statement says they received {$600.00} ( and change ). I 've been in my house for 28 yrs and in less than a yr I feel they are trying to steal it and I 've never seen billing the way they have. Or interest only payments and {$10.00} charge to pay online. If they would just honor the mortgage agreement on the payments and interest. Now I have an attorney calling me and I 've received not one letter in the mail about foreclosure. One part of their site says I owe {$1400.00} and other says $ XXXX. I do not know what to do. I have n't been able to get springleaf to help either and I had a good history with them for 15 yrs.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-21 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: ERC
State: NJ

Complaint narrative:
Had a negative remark on credit reports XX/XX/XXXX. Determined debt was not mine. Originator was XXXX. they sold this debt to XXXX then it went to XXXX. XX/XX/XXXX collection agency XXXX was notified via XXXX XXXX and XXXX XXXX XXXX that XXXX was in error and I did n't have the account in question. XX/XX/XXXX the same debt is now being pursued by ERC-Enhance Recovery Company. I submitted the info to them in XX/XX/XXXX as per documentation from the XX/XX/XXXX events. Now have negative remarks on credit report from ERC. They never replied after XX/XX/XXXX info faxed to them. Just received another letter stating owe money. They have not provided any information that supports that I have any debt owed. They have falsely reported to the credit agencies and are attempting to collect debt which is not mine.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief
Consumer complaint received 2015-09-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
To whom it may concern, On XXXX XXXX, 2015, I applied for a loan to refinance my home with XXXX and was denied because of my income. I later applied through QuickenLoans to get into the HARP program and was once again denied for the same income issue. A week later I reapplied, and on XXXX XXXX, I received notification from QuickenLoans stating their reason for denying me as being a credit issue. Attached with the denial letter was a copy of my credit score of XXXX, and QuickenLoans required credit ratings of XXXX. I would like someone to look into this matter because when I applied the first time my credit was not an issue. Also during all XXXX times I applied I was told everything was up to date and would be approved. I am now questioning their reason for denying me because the denial letter rates my credit score as within the requirements for approval.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-08-18 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: WA

Complaint narrative:
I have a Mortgage with Nationstar from Texas, recently I have been notified that I owe more than {$12.00} XXXX in back taxes and they want to foreclose my home. I have been paying my mortgage normally without any trouble in the last XXXX years. It seems that they have not observed carefully that it were more taxes to be paid througout this time, now the county where I live have send me a notice to foreclosure and I am in the pool for the end of the year auction

Company response to consumer: Closed with explanation