vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-10-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: UT

Complaint narrative:
My husband and I recently divorced. Our mortgage loan was XXXX of our names. I was awarded our home in the divorce settlement. I have been trying to refinance the mortgage in my name only with my local credit union. Our current mortgage is with Sovereign Bank/Santander. Ever since Sovereign Bank bought our Mortgage from another company, we have been having problems with them. I took over our mortgage payments in XXXX of XXXX. My ex-husband had been paying them previous to that. My ex-husband 's last payment was made on XXXX XXXX, XXXX. He was up to date on all payments and had not missed a payment up until that time. He did not give me the financial information to start making the payments myself until the middle of XXXX of XXXX. To make up for the payment due in XXXX, I made XXXX payments to Sovereign Bank to make up for it, XXXX on XXXX XXXX, XXXX and XXXX on XXXX XXXX, XXXX. From that point on, I have made every payment on time and in full. However, Sovereign Bank keeps charging me a late payment fee of {$28.00} each month because they claim that I am missing a payment somewhere, but can not show when the missing payment was. I have a printed copy from them showing each payment from XXXX XXXX, XXXX through XXXX XXXX, XXXX and a copy of my ex-husband 's and my own bank records showing our payments and neither show any missed payments. They also show a fee called " Conversion Unknown '' with a code of XXXX for {$740.00} on XXXX XXXX, XXXX. I have no idea what that is. I also get a fee with the code of XXXX or " Unapplied Funds '' that they have n't explained and another code of XXXX that is n't explained on their list of " Transaction Codes ''. I have tried to access their online mortgage services that I have previously used to contact them and for the last four months the site says that they are experiences technical difficulties and ca n't respond. I have had

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
Consumer complaint received 2016-10-17 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Reverse Mortgage Solutions, Inc.
State: CA

Complaint narrative:
XXXX XXXX XXXX ( XXXX ) is currently assisting the above referenced client to review a legal matter. 

We would like to bring a matter to your attention regarding the Keep You Home California ( " KYHC '' ), Reverse Mortgage Assistance Pilot Program ( " RevMAP '' ). As you know Reverse Mortgage Solutions Inc. ( " RMS '' ) has agreed to participate with this KYHC program. Please find the attached KYHC website printout which confirms that your company does in fact participate with the RevMAP program. Further, the KYHC website confirms that in order to be considered for the RevMAP program the customer must contact their servicer to initiate the application. 

That said, on XX/XX/XXXX, the client and I were in contact with both the RMS Customer Service Department and the Asset Management Department. Regrettably, our call was transferred several times and was disconnected. Finally after numerous attempts we spoke with XXXX which identified herself as a Single Point of Contact in the Asset Management Department. We requested that an application for the RevMAP program be initiated as was required. XXXX did not know anything about the program, and did not escalate the matter to a supervisor. XXXX advised the client and I that we needed to initiate the process with KYHC. I note here that I have spoken with KYHC and they confirmed that the application for RevMAP must be initiated by the servicer. After speaking with KYHC we again were in contact with XXXX, and spoke with XXXX who informed us that we needed to contact XXXX XXXX in order for the application to be considered. XXXX then attempted to transfer the call to XXXX XXXX but instead disconnected the call. 

Please let this letter serve as a written request to initiate the RevMap Program application for my client. The XXXX request that you provide a list of documents that will be required for the application to be considered. Enclosed you will find a request for mortgage assistance application and supporting documents typically provided for a mortgage assistance application. If any further documentation is needed please contact the client or I directly at the below telephone number. 
The XXXX request that the Foreclosure process be cancelled or postponed to allow this review to be complete, and to avoid any and all duel tracking on the loan.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-07-26 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Shopping for a loan or lease — 
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: WI

Complaint narrative:
Refer to Case number XXXX I sent in a complaint regarding XXXX XXXX with a car loan. Last week I found out that Nissan of XXXX XXXX, Wi put through 10 banks for the loan on the credit bureaus which 9 of the loan requested was denied. So I have 9 rejections on the credit bureau that wo n't clear for 2 years which will bring my credit rating down. They should have told me the loan was rejected in the first place instead of trying every bank in the state. This was uncalled just so they can get there commissions and who cares how much damage I do to the customer. Also my brother XXXX XXXX was supposed to be the owner of the vehicle and I was suppose to be the co signer on the loan which never happened. But also they tried to put XXXX credit through 6 banks which was rejected so 16 times they submitted our credit to several banks which was all rejected except one. This is totally uncalled for.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-14 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
Santander Bank did not process and route check properly, Santander Bank did not present check to Federal Reserve, Deposited on XXXX/XXXX/2016. Returned check with unauthorized marks Frozen/Blocked Account. Spoke with XXXX, she refused to honor the rights of a substitute Check Warranty.

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
Consumer complaint received 2016-02-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I have a PMI on my fixed Santander Mortgage. I asked Santander to please send me the parameters for PMI removal. I have enclosed that letter ( PMIRemovalLetter ). Also copies of the appraisal ( Co-opAppraisal ) and the PMI removal request letter ( PMILetter ) all of which satisfied the PMI removal criteria as stated in the Santander PMI removal letter. In addition I am enclosing their denial letter ( PMIRemovalLetter ) and the page of Santander approved appraiser list showing the company that issued the appraisal. 
They gave XXXX reasons for the denial : none of these issues were points in the original letter and also do not affect the appraisal value. I understand the clerical error stated in point XXXX and I will address that issue if necessary. But, the only difference in a new appraisal by the same exact appraiser that I can see is to generate a fee for Santander. 
I have fulfilled the conditions as requested by Santander Bank, N.A. and I am asking that they honor their written word and terminate the PMI if not from the original date of receipt ( XXXX/XXXX/16 ), then as soon as possible. 
Thank you in advance for your kind assistance in this matter. Please let me know if I can offer any further clarification and/or information to facilitate this process.

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 2017-02-02 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Account opening, closing, or management — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Santander Bank did not send my XXXX. They told me I could not receive another until XX/XX/XXXX. They said it was mailed XX/XX/XXXX ; however, it does not take more than two days to send and receive mail from within 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
Consumer complaint received 2015-08-25 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: VA

Complaint narrative:
I lost my job 4 months ago and started receiving Unemployment Benefits last month. I fell behind on my monthly car loan by 3 months. I made a small payment on my car loan this past week in order to try and catch up on my loan. However, Nissan Motors, the loan holder, repossessed my vehicle this morning. I gave them a call and they let me know that I owed 3 months of payment totaling {$770.00}, however, they are also charging me a ridiculously high repossession fee of {$400.00}. They are letting me know that if the {$1200.00} is not payed within 10 days, they will auction off my vehicle and I owe them whatever balance remains after sale. I am more than willing to pay the {$770.00} I owe on my loan payments, however, this extra {$400.00} repo fee they are unnecessarily charging me is going to make it impossible for me to afford getting my car back. I have a few job interviews coming up soon, and I ca n't get to them without my car. I 'm now stuck without a car and without a chance to get reemployed.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-25 00:00:00
Product: Debt collection — Medical
Issue: Communication tactics — Threatened to take legal action
Company: Mendelson Law Firm
State: MS

Complaint narrative:
I received a letter stating that I would be sued for an outstanding balance on a hospital bill in XXXX of 2016. The number to the Mendelson Law Firm was listed as a contact to set up payments before the said court date and I have been making monthly payments with this firm since XXXX of 2016. My issue is that there have been several inconsistencies regarding my account and when I ask questions for clarity, the staff just give me the run around and are extremely rude. Every time that I call the firm to make a payment, they always ask me for my routing number, my bank account number, my social security number, and they even went so far as to ask who I am banking with. As debt collectors, that is a violation of the FDCPA and I am aware of my rights. I do not understand why such personal, sensitive information is required just to make a payment on a hospital bill. When I ask them to explain to me why it is necessary for them to have this information, they put me on hold for prolonged periods of time and the responses are vague and rude. They wo n't allow me to speak with anyone else other than this rude rep who goes by XXXX with no last name, which I find highly suspicious. They will not send me confirmation receipts of my monthly payments anymore. When I ask, they tell me that they will send it out within 7-10 business days and I never receive anything. The balance is listed on my credit report so I called the number provided under the account and the rep said that no one is listed to collect the debt except for them. This really makes me think that this Law firm/debt collector is fake and I do n't feel comfortable paying them another penny and I wo n't. I know that the debt is real. I just do n't believe that Mendelson Law Firm is supposed to be collecting on it. They have a rating of XXXX stars out of XXXX on every site I have researched them on and they are not an accredited business. This needs to be investigated. I 'm afraid that they will drain my personal account dry if I do n't continue to make the payments. I feel extremely helpless. There is no way that I owe two companies for payment on the exact same hospital bill.

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 2015-11-02 00:00:00
Product: Payday loan — 
Issue: Can't stop charges to bank account — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
I received a letter from Santander Bank ( XXXX PA ) on XXXX/XXXX/15 stating that I had a balance of XXXX. I mailed them a check for XXXX which they received on XXXX. I called to ask how I could pay off the remaining loan. They told me that over the one month period that had added an additional 10 % in late fees to loan and now the balance had grown by {$500.00}.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed
Consumer complaint received 2016-08-04 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I opened an Extra20 account with Santander XX/XX/XXXX, soon after they started promoting it XX/XX/XXXX. I diligently met the requirements for approximately two years, earning $ XXXX monthly bonuses. However, the account type was discontinued and they switched me to another account type without ongoing bonuses. Original marketing materials contained the bonus amounts going up to five years. I believe the bank never intended to continue this type of account. They used it to attract new customers, giving a false sense of security with marketing materials showing five years of bonuses. They probably never intended to continue the account type, and hoped that customers would stay with them due to inertia. I consider this to be unethical and potentially abusive.

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
Consumer complaint received 2017-03-18 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: Army and Air Force Exchange Service
State: DE

Complaint narrative:
I have an Army/Air Force Exchange Service ( AAFES ) credit account that was charged off in XXXX. The only statement I have received with this account was this past XXXX. The charge off amount was {$9200.00}. In XXXX, my XXXX Federal Tax Return was garnished in the amount of {$2700.00}. In XXXX, my XXXX Federal Tax Return was garnished in the amount of {$3300.00}. However, in the statement I received just prior to filing my XXXX tax return stated that there was a total due of {$8300.00} and showed interest charged. It also stated that the account was now being handled by XXXX, a debt collector. With both my XXXX and XXXX tax returns paying the account, the total that should be remaining is {$3100.00}. I just received an updated statement showing a payment of {$3300.00}, which is {$17.00} less than what was garnished from my taxes leaving a balance of {$5000.00}. I contacted the company collections department and was told that they can and will continue to charge interest even though they sold the account to a debt collector. Furthermore, she tried telling me that as of XXXX, my debt balance was supposedly {$18000.00}. First this was never notified to me. Second, if there have only been two payments, my federal tax return totaling {$6000.00}, how can they try to claim I still owe {$5000.00} yet claim my balance in XXXX was {$18000.00}. They are fraudulently trying to collect {$1900.00} more than what should be remaining on my account.

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 2016-07-17 00:00:00
Product: Consumer Loan — Vehicle lease
Issue: Managing the loan or lease — 
Company: FORD MOTOR CREDIT CO.
State: CA

Complaint narrative:
I paid off my lease for Ford Credit and leased another car from Ford Credit, At the time I lease the new car, I paid the I paid the last installment of the current car. The dealership assured me that it would satisfy the remainder of the lease. 
Within a couple of days from leasing the new car, Ford then drafted the payment from my old car even though the lease was satisfied. I have written XXXX emails and called 3 times to get the refund and I am always promised that it would be refunded immediately. The first e-mail said within 10 days. 
After 2 weeks I called not having received it. I was assured it was on its way, A week later ... the same thing. The next time I called they said it would be 24 hours and it would be ACH 'd back to my account. I still do not have the refund and its been a month. Ford Credit drafted a payment on a paid off account and now I ca n't get a refund,,,,,,, please help. 

Thank you.

Company response to consumer: Closed with monetary relief
Consumer complaint received 2015-06-02 00:00:00
Product: Debt collection — Medical
Issue: Improper contact or sharing of info — Talked to a third party about my debt
Company: Stallings Financial Group, Inc.
State: GA

Complaint narrative:
I was contacted by a representative of Stallings Financial Group out of XXXX, GA on XXXX/XXXX/2015. I was contacted by XXXX and he did not verify that he was speaking w/ me, nor did he give the mini miranda. They also disclosed all personal information to my sister who is NOT authorized on any of my accounts and now I am totally distraught. I had my husband to call them today ( XXXX/XXXX/2015 ) b/c he is in the collections industry and they were very belligerent and used condescending tones toward him when he tried to help me to resolve the issue in a professional manner. I have also made a complaint to the Georgia Governor 's Office of Consumer Protection and to the Federal Trade Commission as well. My husband also contacted the principal owner of the company who is XXXX XXXX or XXXX XXXX. I do n't know exactly which name she goes by at this time however we tried to make a valiant effort in taking care of this matter rationally to no avail. Also I left a message for her attorney which is XXXX XXXX XXXX and he is listed as the registered agent for Stallings Financial Group. I left a message w/ his secretary who said he will not be back in his office until tomorrow ( XXXX/XXXX/2015 ).

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation
Consumer complaint received 2015-05-28 00:00:00
Product: Debt collection — I do not know
Issue: Taking/threatening an illegal action — Threatened to sue on too old debt
Company: Financial Credit Service, Inc.
State: NM

Complaint narrative:
Harassing phone calls repeatedly, even after notifying them that I 'm not allowed calls.ike this during my work hours. Continued to call me 5/6 times daily during work hours. Threatened on the phone that a civil case would be filed against me in the county I reside in. Lied about mailing a letter to me on XXXX XXXX when the letter was dated XXXX XXXX.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-01-29 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: Friendly Finance Corporation
State: IN

Complaint narrative:
I am a customer with Friendly Finance for almost 5 years now. I have gotten into a place where I have had to make arrangements with this company due to lost of job unexpected life event, I have always kept my agreement and have tried my best not let the company " GUESS '' my circumstance. I have made an arrangement with this company to pay {$400.00} a month {$33.00} more then my payment so that they will finally give me an extension on the account to cover the month I had gotten behind. So i have been making {$400.00} payments every month for the past 3 months and have 1 more month to go before they will give me the extension to bring me all the way current. But I have kept my agreement. On Monday he called me to verifie my arrangement to make payment on Saturday. HE TOLD ME WHAT MY ARRANGEMENT was ... ... I said yes and we hung up. 
He then procedes to call me 9-12 times a day leave multiple answering machine messages EVERY DAY and call my references EVERY DAY after we hung up. From bogus numbers as if they are in my town or a different state but when you try and call these numbers back their is no connection. I work during the daytime hours so no one has time to talk to someone every SINGLE DAY when i have already made arrangements and have a history of keeping my PROMISE. I called the company to request a Supervisor to complain they said they could n't let me speak to one at that moment but would have one return my call and no one has returned my call. This goes on month after month. When i am clearly making my payment each month as i have agreed. And to threaten Rep on my answering machine i just think is unfair and causes me a great deal of stress on something I feel I am doing and keeping my promise for. I just do n't understand why they are just aloud to do whatever. I fear my car will be gone every morning i wake up even though I am doing what they have asked me to do. I ca n't continue to go through this I wish I could just give the car back but you and I both no I can not do that when my livley hood depends on getting back and forth to work. Thank you so much for your time.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-17 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Not disclosed as an attempt to collect
Company: Precise Financial Group, LLC
State: CO

Complaint narrative:
I received a phone message from a Guy named XXXX at XXXX ext XXXX. They only thing he said is that he had information on where I worked and to give him a call. When I called to speak to him today in regards to what it was for, he did not verify any information with me. He could n't verify it by caller ID because I called from my place of employment. He only asked me for my name and that was it. He did not mini Miranda me and did not tell me that it was an attempt to collect a debt. He then disclosed my ex-husband name to me, the name of the original creditor, and the amount that was owed. He did not verify by ssn, address, dob, phone number nothing that it was truly me he was talking to. It could have been anybody calling in stating my name and he just disclosed all that information to me without truly knowing who I was. I offered {$50.00} per month until my wages that are currently being garnished is paid off then I could start paying more. XXXX refused to try to work with me and made the comment that this conversation was going nowhere and hung up on me. Did n't give me an opportunity to try to offer a different amount or anything. After he hung up on me, he immediately turned my file over to the legal department so then when I called to talk to his supervisor, he was n't willing to work with me either. It really disturbs me that XXXX disclosed that much information to me without verifying who I was and hung up on me before I could try to get something worked out.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation