{"took":128,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":9,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4290646","_score":24.462345,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I reached the end of my lease and asked for an extension which I was given. I had problems with the lease because the contract had the incorrect mileage at XXXX miles. It's my understanding that this would make the contract void. I submitted a CFPB complaint which Nissan Finance responded stating XXXX XXXX ( Dealership ) needed to correct which they have not. I was given my options : purchase, turn in, and I provided I could trade they agreed. I wanted a XXXX. I went to XXXX XXXX to purchase a XXXX and I provided the payoff from the Nissan website good thru XX/XX/XXXX. I completed a full application and credit check, with paystubs. I was told there was an additional $ XXXX for early lease termination fees. Mind you my lease ended on XX/XX/XXXX. I tried to payoff the loan again through XXXX and authorized my salesman XXXX XXXX on XX/XX/XXXX and XXXX refused to speak to Mr. XXXX with XXXX. I believe that XXXX XXXX placed incorrect mileage on the lease contract so that I would incur a large fee at the disposition. I'm the one that caught the error not Nissan Finance or XXXX XXXX. I'm not sure how many other customer 's they have done this to on a lease and they should not be permitted to add a number to the mileage and think it's permissible. This contract is void. This is a large error on their part the mileage on a lease is paramount and they made a huge mistake.","date_sent_to_company":"2021-04-12T15:39:35.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"23324","tags":"Servicemember","has_narrative":true,"complaint_id":"4290646","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NISSAN MOTOR ACCEPTANCE COMPANY LLC","date_received":"2021-04-12T14:55:34.000Z","state":"VA","company_public_response":null,"sub_issue":"Problem with paying off the loan"},"highlight":{"complaint_what_happened":["I was told there was an additional $ XXXX for early lease termination fees. Mind you my lease ended on XX/XX/XXXX. I tried to payoff the loan again through XXXX and authorized my salesman XXXX XXXX on XX/XX/XXXX and XXXX refused to speak to Mr. XXXX with XXXX. I believe that XXXX XXXX placed incorrect mileage on the lease contract so that I would incur a large fee at the disposition. I'm the one that caught the error not Nissan Finance or XXXX XXXX."],"product":["Vehicle loan or lease"],"issue":["Problems at the end of the loan or lease"],"sub_product":["Lease"],"sub_issue":["Problem with paying off the loan"]},"sort":[24.462345,"4290646"]},{"_index":"complaint-public-v1","_id":"1565022","_score":22.978691,"_source":{"product":"Consumer Loan","complaint_what_happened":"On XX/XX/XXXX, I went to XXXX XXXX in XXXX XXXX to return my leased XX/XX/XXXX XXXX XXXX and purchase a new XX/XX/XXXX XXXX. I was about two months ahead of when the lease expired and was told that if I financed a new vehicle purchase that I would pay nothing to return the leased vehicle early ; XXXX would cover all the costs and all I would be paying for was the new vehicle. I was excited, signed my lease, got set up with a loan, and drove off with my shiny new car. \n\nAbout two months after purchasing my new car, I received a notice in the mail about an outstanding balance of {$1800.00}. Apparently I was being charged with {$880.00} in unpaid lease payments, {$400.00} in early termination fees, {$79.00} in taxes, and {$440.00} in excess wear and tear fees. The unpaid lease payment, early termination fees, and taxes were all supposed to be waived according to my dealership, so I contacted them to get everything squared away. After some back and forth they agreed to pay for everything but my excess wear and tear fees. However, the original contract I signed when leasing my first XXXX ( the XX/XX/XXXX XXXX ) showed that I had paid up-front for excess wear and tear protection. In fact, I paid {$600.00} for the protection, which is more than what the actual fees came out to. Instead of the dealership or XXXX finance resolving the matter, I was directed to file a claim with some XXXX-party company, have my case looked at, and hope I got a resolution before Hyundai Motor Finance put out a collections on this obviously bogus charge. \n\nThe dealership eventually agreed to pay off even the excess wear and tear fees, after more than a month of back and forth conversation. When I attempted to check on the status with Hyundai Motor Finance they told me they had applied the first check but apparently they apply these payments in an almost random manner. My unpaid lease payments were at a XXXX-balance but I suddenly had a disposition fee, whereas on my original invoice it said {$0.00}, and no early termination fee, less taxes, and only about {$25.00} for excess wear and tear. The total of the new charges came out to {$440.00}, which is exactly how much I owed for the excess wear and tear in my original invoice. Instead of sanely applying the payment where it was meant to go they used a shotgun solution, not caring about consumer understanding of the line-item reductions as long as the final total was correct. \n\nAlthough the dealership was awful at handling my case, they eventually attempted to correct things. They also messed up on my DMV papers, causing me to receive a registration renewal payment notice for my old car ( which I no longer had at that point ) and delaying my new car 's registration until XXXX XXXX which meant I did n't have a properly registered vehicle, or license plates, for more than 3 months. But Hyundai Motor Finance is absolutely atrocious. They refuse to apply any kind of customer service to any situation, basically saying \" go have someone else fix the problems we created. '' Which is extra upsetting because XXXX of the charges - excess wear and tear - was a bonafide illegal charge, in direct conflict with the contract XXXX and I had signed, and they still did n't attempt to correct the situation personally.","date_sent_to_company":"2015-09-15T16:26:29.000Z","issue":"Managing the loan or lease","sub_product":"Vehicle lease","zip_code":"95134","tags":null,"has_narrative":true,"complaint_id":"1565022","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2015-09-15T16:26:28.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Apparently I was being charged with {$880.00} in unpaid lease payments, {$400.00} in early termination fees, {$79.00} in taxes, and {$440.00} in excess wear and tear fees. The unpaid lease payment, early termination fees, and taxes were all supposed to be waived according to my dealership, so I contacted them to get everything squared away. After some back and forth they agreed to pay for everything but my excess wear and tear fees."],"product":["Consumer Loan"],"issue":["Managing the loan or lease"],"sub_product":["Vehicle lease"]},"sort":[22.978691,"1565022"]},{"_index":"complaint-public-v1","_id":"4649556","_score":22.906672,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"My wife and I traded in two vehicles at lease termination and leased a new XXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX, FL. Incredibly, the salesperson neglected to pay off either of the two vehicles. Hyundai Motor Finance, the lender, started making robo calls about the payment was late. When we called, we were assured the payments were up to date. We discovered the problem when a payoff letter was sent that had late fees on the XXXX XXXX and two payments remaining. The dealership admitted their error and finally corrected the credit reporting issue on that vehicle. \nThe second vehicle, a Hyundai XXXX, was paid off in XX/XX/2020. Then, the account was found to have late fees of {$190.00}. Hyundai Motor Finance reported us 30 and then 60 days late on a PAID OFF loan. I paid the late fees when notified in XX/XX/2020 ; however, at that point the dealership should have taken responsibility for not including all fees in the payoff and not passed that charge on to the customer. \nThis is for a customer who has a nine year history with the dealership and finance company. Now, 18 months after the fact, we are refinancing and the two late payments are affecting our ability to get a low interest rate. Repeated attempts to get the dealership to provide a letter stating the facts and how the error was their fault have gone unanswered. I have the original documentation to prove this but the credit bureaus want the creditor to verify the account history.","date_sent_to_company":"2021-08-20T23:23:41.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"33626","tags":"Older American","has_narrative":true,"complaint_id":"4649556","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2021-08-20T22:34:41.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem related to refinancing"},"highlight":{"complaint_what_happened":["My wife and I traded in two vehicles at lease termination and leased a new XXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX, FL. Incredibly, the salesperson neglected to pay off either of the two vehicles. Hyundai Motor Finance, the lender, started making robo calls about the payment was late. When we called, we were assured the payments were up to date. We discovered the problem when a payoff letter was sent that had late fees on the XXXX XXXX and two payments remaining."],"product":["Vehicle loan or lease"],"issue":["Problems at the end of the loan or lease"],"sub_product":["Lease"],"sub_issue":["Problem related to refinancing"]},"sort":[22.906672,"4649556"]},{"_index":"complaint-public-v1","_id":"4095061","_score":22.298735,"_source":{"product":"Debt collection","complaint_what_happened":"Good day, My name is XXXX XXXX, my family and I when we were first moving to XXXX we signed a lease to move in to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX in late XX/XX/XXXX but we did not find the place to be comfortable mostly there was a constant smell of smoke at night so I decided to move out as I'm a XXXX XXXX and was already not feeling well. I also was hospitalized in XX/XX/XXXX due to XXXX XXXX and had an XXXX done at the XXXX XXXX XXXX on XXXX, XXXX TX. \n\nI described my XXXX XXXX problem and the continuous smoke through the XXXX XXXX XXXX vent at night and requested to terminate and leave their apartment. At that time I asked them about any extra fees or charges and discussed lease agreement says it will be {$800.00} something charges on my lease pg 9 but the XXXX XXXX property Supervisor informed me that it will not be an issue as long as I move out of their apt in 4 days which I did. I left their apt in 4 day time frame and did not damage anything. Nothing no information on the early termination charges are placed by the XXXX XXXX XXXX and I have communicated with them in XXXX in the time I left as to collect my postal mail. I left in good terms with the XXXX XXXX XXXX and they never asked me for any additional payments. \n\nI'm not sure where this collection company National Credit Systems has reported a collection debt in my name and it is reported on my credit file. I never received any info on this until when in late XX/XX/XXXX and early XX/XX/XXXX through my daughter loan officer. My daughter was trying to get loan approval and asked me to be her cosigner but the loan officer informed that I have a collection charges in my name. I never was aware of this or contacted by either the collection company National Credit Systems or XXXX XXXX XXXX while these charges have been posted since XX/XX/XXXX. It is not fair to me. It is not just impacting my score but I can not help my daughters out with either their loan applications or even signing for utility company such as XXXX as even that my daughter had to do for me as she has a good credit. I need help in getting rid of this false collection charge by the company National Credit Systems. If there was an early termination per lease agreement then XXXX XXXX XXXX should have given me that correct info and my financial responsibility at that time when I was vacating specially when I did inquire and expressed my financial obligation. If they never provided me with that info or any requests to pay the early termination charges at that time then why is this National Credit systems unnecessarily claiming such charges on my name, makes no sense. I would have never known anything if my daughter loan officer didn't give us the info including the collection company info. Please guide me and provide some assistance. Thank you.","date_sent_to_company":"2021-01-26T20:57:23.000Z","issue":"Written notification about debt","sub_product":"Other debt","zip_code":"77072","tags":null,"has_narrative":true,"complaint_id":"4095061","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"National Credit Systems,Inc.","date_received":"2021-01-26T19:50:57.000Z","state":"TX","company_public_response":null,"sub_issue":"Didn't receive notice of right to dispute"},"highlight":{"complaint_what_happened":["I described my XXXX XXXX problem and the continuous smoke through the XXXX XXXX XXXX vent at night and requested to terminate and leave their apartment. At that time I asked them about any extra fees or charges and discussed lease agreement says it will be {$800.00} something charges on my lease pg 9 but the XXXX XXXX property Supervisor informed me that it will not be an issue as long as I move out of their apt in 4 days which I did."]},"sort":[22.298735,"4095061"]},{"_index":"complaint-public-v1","_id":"9985005","_score":20.81723,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX, I requested a payoff. The payoff provided from their website did not ask anything about where the car was being traded, or purchased. A pay off through XX/XX/XXXX was provided in the amount of {$32000.00}.\n\nOn XXXX, Honda/Acura Financial Services received the payoff check in the amount of {$32000.00} from XXXX XXXX XXXX ( the dealer we traded the vehicle in to ). This was confimred by the tracking information, as well as confirmed by phone from one of the representatives I spoke with. \n\nOn XX/XX/XXXX, I had heard nothing from Honda/Acura Financial Services , so I reached out to them. I was told my payoff was short {$370.00} ( taxes and lease termination fee ). I called and spoke with the dealership, then called back and paid the {$370.00} that day just to get the loan paid off as I didn't want it to negatively impact my credit. The representative could not clearly explain nor tell me where in the contract it stated they could hold a payoff/payment to may account, nor could he explain why I had to pay the lease termination fee per contract. He just kept telling me that was how it worked, but couldn't point me to where it said that. He assured me that in 3 days ( could have been 3-4 or something like that, but I heard 3 for sure ) it would be fully paid off and reflected on my account. \n\nMy account with Honda/Acura Financial Services reflects the XXXX was posted to my account on XX/XX/XXXX. But the payoff still has yet to be posted and it was received 5 days prior to the additional {$370.00} they demanded I pay. \n\nSince then, I have called them multiple times to inquire about when my loan would be paid off and the loan payoff would be posted. It is now XX/XX/XXXX, and the loan payment/payoff still hasn't been posted. I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and twice on XX/XX/XXXX. Everyone of the times I have called, I have been told it would be 3 days, or 1-3 days ( on the most recent call ). They have been saying 3 days since XX/XX/XXXX. Each day I have called, I have requested multiple time to speak to a manager, to which I am told they can't transfer me. I have asked to speak to the department who posts the payments, and was told they can't transfer the call and don't even have the ability to transfer calls to anyone. \n\nOn XX/XX/XXXX I spent 53 minutes on the phone, most of it on hold, for the representive to try to figure out where in the contract it stated that they could hold the payment/payoff, and where it stated that I could not trade the vehicle to a dealer outside of Honda/Acura with out paying the lease termination fee. I have leased cars for many years now, and have always traded in the vehicles and never had to deal with anything like this. \n\nAlso, on XX/XX/XXXX, I asked why no one had informed me that the payoff was put on hold and not being posted, he told me that was my problem to figure it out, and they weren't going to notify me. \n\nOn XX/XX/XXXX, the dealership contacted Honda/Acura Financial Services , they were told that it would be posted to the account tomorrow ( XX/XX/XXXX ) but would take a few days to reflect to my account and stated Monday was a Holiday, so I needed to call on Tuesday to see if it had been posted. The dealership asked why it had not been applied yet, and was told they had no idea.\n\nI and the dealership should not have to keep calling every day to see if this has posted, to kept being told a few days, 1-3 days, or 3 days. \n\nI get daily calls from Honda/Acura Financial Services , harrassing me to make my payment. This begun on XX/XX/XXXX after I called and I am still receiving this call every day. \n\nOn XX/XX/XXXX, 4 days after they received my payoff, a late fee was accessed to my account. \n\nOn XX/XX/XXXX, a manager from Acura did finally call back, she stated the payoff would be completed today XX/XX/XXXX. I asked her where in the contract it stated about holding payoffs and where it stated I can't trade to another dealer. She said that in the contract it doesn't state they can hold payments/payoffs. As far as the lease termination fee, she said in section XXXX of the contract. When I pushed back and said I didn't end the lease or return the vehicle, it was purchased, she kept telling me that section addressed me not being able to sell/trade to another dealer, when I asked her to show me where, not just tell me I couldn't she could not do that. This was on a call that she did tell me was being recorded. She said if you decide to go through an outside dealer, you are charged more. She kept saying it was in section XXXX, but couldn't tell me where it stated that trading to a dealer/dealer purchasing it I would be charged {$370.00}. She also referenced section XXXX, but it didn't say that either. She said section XXXX, but that is the turn in fee, it wasn't turned in. She again assured me initially that I could see it was paid off today, but then said it would be tomorrow. By end end of the call, she stated it was paid off on their end. She stated there was no overage, even though there was 4 days extra added to the payoff.","date_sent_to_company":"2024-08-29T14:48:05.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"376XX","tags":null,"has_narrative":true,"complaint_id":"9985005","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN HONDA FINANCE CORP","date_received":"2024-08-29T13:40:33.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem when attempting to purchase vehicle at the end of the lease"},"highlight":{"complaint_what_happened":["I was told my payoff was short {$370.00} ( taxes and lease termination fee ). I called and spoke with the dealership, then called back and paid the {$370.00} that day just to get the loan paid off as I didn't want it to negatively impact my credit. The representative could not clearly explain nor tell me where in the contract it stated they could hold a payoff/payment to may account, nor could he explain why I had to pay the lease termination fee per contract."],"product":["Vehicle loan or lease"],"issue":["Problems at the end of the loan or lease"],"sub_product":["Lease"],"sub_issue":["Problem when attempting to purchase vehicle at the end of the lease"]},"sort":[20.81723,"9985005"]},{"_index":"complaint-public-v1","_id":"3082553","_score":19.461498,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Please can you help with My problem with XXXX XXXX I turned in a lease early I leased the vehicle in XX/XX/XXXX and turned it back in XX/XX/XXXX I had put {$6500.00} down at the time of signing so when I turned the vehicle back in the dealer and XXXX XXXX told me I was in the green with early termination fees. From XX/XX/XXXX to XX/XX/XXXX on all 3 of my credit bureau reports showed XXXX balance for my XXXX XXXX account. In XX/XX/XXXX I hired a company to clean up my credit they disputed my XXXX account and they came back stating on all 3 of my credit bureau reports that I owe {$12000.00}. Then it was disputed again then on all 3 of my bureau reports {$5300.00}. As of today XXXX on all 3 of my reports says I have a past due balance of XXXX Ive talked to over 20 different people at XXXX XXXX and get no answers they just transfer me from person to person and nobody I talk to has a clue on what is going on they all tell me different prices that I owe. I tried disputing it with all 3 bureaus and get no help with anyone. I do not know what to do I am so very frustrated with this I do not owe them any money and I do have credit reports post to XX/XX/XXXX showing that this account was a XXXX balance I can not even get a car loan because this in on my credit report please help me thank you Sincerely XXXX XXXX","date_sent_to_company":"2018-11-25T23:18:38.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"53402","tags":null,"has_narrative":true,"complaint_id":"3082553","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Santander Consumer USA Holdings Inc.","date_received":"2018-11-25T22:33:12.000Z","state":"WI","company_public_response":null,"sub_issue":"Termination fees or other problem when ending the lease early"},"highlight":{"complaint_what_happened":["Please can you help with My problem with XXXX XXXX I turned in a lease early I leased the vehicle in XX/XX/XXXX and turned it back in XX/XX/XXXX I had put {$6500.00} down at the time of signing so when I turned the vehicle back in the dealer and XXXX XXXX told me I was in the green with early termination fees. From XX/XX/XXXX to XX/XX/XXXX on all 3 of my credit bureau reports showed XXXX balance for my XXXX XXXX account."],"product":["Vehicle loan or lease"],"issue":["Problems at the end of the loan or lease"],"sub_product":["Lease"],"sub_issue":["Termination fees or other problem when ending the lease early"]},"sort":[19.461498,"3082553"]},{"_index":"complaint-public-v1","_id":"2540658","_score":17.57691,"_source":{"product":"Mortgage","complaint_what_happened":"On XXXX XXXX, XXXX, I applied for a HELOC in Citibanks XXXX XXXX XXXX XXXX XXXX branch as my third lien. Citibanks loan officer and his manager who helped me were XXXX XXXX XXXX and XXXX XXXX. Before submitting the HELOC application, I informed them that I currently have a mortgage with XXXX XXXX and a HELOC with XXXX that I signed on XXXX XXXX that has an clause that I may not close it within 3 years during the withdrawal period. That means my first HELOC with XXXX must be open for another year ( until XXXX XXXX ). If I closed it sooner, I would get charged an early termination penalty and I told them I did not want to close it early and did not want to pay an early termination penalty fee. I would use the Citibank HELOC to pay off my XXXX HELOC but keep it open with zero balance. XXXX said that he understood and not to worry about it. He said that I could keep my first HELOC with XXXX open as inactive till the end of the withdrawal period with XXXX. So, I agreed to submit the HELOC application with Citibank on XXXX/XXXX/XXXX. I filled out the application asking for {$150000.00} HELOC. XXXX submitted my application on the spot and spoke with the loan processor on the phone. The processor approved me for {$130000.00} HELOC and I accepted. Thus, we settled at {$130000.00}. After sending a lot of documents back and forth that Citibanks loan processor had requested, a month and half later I received the approval letter and loan agreement ( XXXX ) for {$75000.00} although my financial information did not change from the day I submitted my application. I wrote an email to XXXX asking why the amount was changed and he contacted the loan processor. Then, about two weeks later, the Citibank loan processor, XXXX XXXX XXXX, approved me for {$100000.00} HELOC. I agreed to it and, she sent out the updated approval letter and XXXX for {$100000.00}. In XXXX, I received the APPROVAL LETTER letter dated XXXX/XXXX/XXXX, and the three XXXX that I needed to sign and have my Co-op board sign as well. My co-op building, XXXX XXXX XXXX XXXX XXXX, requires a {$350.00} application fee for HELOCs application. I submitted the HELOC application with the {$350.00} application fee to my co-op, and I got them signed and gave the two signed XXXX to XXXX personally ( one XXXX was to be kept by the Co-op board ). This was supposedly the last step before scheduling the closing. But then, things got weirder and weirder. The loan processor, XXXX, kept asking me for more documents, one at a time, each time I followed up about my application. I had provided all the required documents that she requested prior to the issuance of the approval letter and XXXX which took about two months. A good loan processor should have looked into all the documents I had given her. If it was not sufficient, she should have requested it prior to issuing the approval letter and XXXX. However, XXXX kept requesting new documents one at a time on different days. On XXXX/XXXX/XXXX, she said the proprietary lease I had provided was missing pages. Should n't she have reviewed it when I gave it to her before the issuing approval letter or XXXX? Then, after I gave her what I had, she requested the original which I do n't have ( fast forward, she was okay with just the copy not the original ). The next day, on XXXX, she said my mortgage loan number did n't show the entire number ; It proofs that she never reviewed my documents I had submitted when she requested a few months ago. Then, on XXXX, she still said my proprietary lease was incomplete. I finally got the complete proprietary lease and sent it to XXXX. On XXXX XXXX again made another request. She asked me to sign a document allowing Citibank to request a payoff statement from XXXX and close the account. I refused to close my XXXX HELOC as I already told XXXX ( Citibanks loan processor ) and XXXX ( Citibanks loan processor manager ) the first day I applied for the HELOC. They assured me it would not be a problem and I could keep my XXXX HELOC open as inactive with zero balance. On XXXX XXXX emailed me to inform me that my HELOC application was denied. I have spent my time, energy, and frustration for more than three months to keep up with their never-ending requests and paid a {$350.00} application fee to my co-op only to be denied even after they issued the APPROVAL LETTER and XXXX. Citibank failed to disclose that I MUST pay off and close my first HELOC with XXXX. Neither the approval letter nor the loan agreement ( XXXX ) said that I must pay off and close my XXXX HELOC as one of the requirements. And, Citibank mistreated my application while finding excuses to deny my application after more than three months playing with my emotion, time, energy, and money. This is entirely unacceptable and I am completely dissatisfied with this situation. I want Citibank to at least reimburse me the HELOC application fee of {$350.00} I had paid to my XXXX.","date_sent_to_company":"2017-06-09T22:43:43.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"10011","tags":null,"has_narrative":true,"complaint_id":"2540658","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-06-09T22:15:36.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["If I closed it sooner, I would get charged an early termination penalty and I told them I did not want to close it early and did not want to pay an early termination penalty fee. I would use the Citibank HELOC to pay off my XXXX HELOC but keep it open with zero balance. XXXX said that he understood and not to worry about it. He said that I could keep my first HELOC with XXXX open as inactive till the end of the withdrawal period with XXXX."],"sub_product":["Home equity loan or line of credit (HELOC)"]},"sort":[17.57691,"2540658"]},{"_index":"complaint-public-v1","_id":"5303985","_score":9.852273,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Innovate Loan Servicing is reporting false information to XXXX reporting. On XX/XX/XXXX, I opened a CFPB complaint ( XXXX ) with XXXX XXXX XXXX. They got back to me and told me that reporting is done by Innovative and that this would stop being reported and removed from my credit due to the other companies faults. On XX/XX/XXXX, 1 : Innovate removed on account that had a collection fee but there is another that shows a repossession which the vehicle never was. They removed an existing account and left the one with false information and bad remarks open which affects my credit score.\n\n2 : it shows that there were late payments which XXXX auto finance 's complaint addressed for problems 1 and 2. \n\nAs of XX/XX/XXXX, I have received nothing from Innovate Loan Servicing after contacting them via phone time and time again. Please see the notes below. XX/XX/XXXX - Spoke to Customer Service Agent XXXX, where I was disconnected. Called and spoke to XXXX who confirmed account information about XXXX report that went out XX/XX/XXXX. XXXX stated that she would ask Customer Service to send me a copy of the letter sent to XXXX so I could send it to my lender. Called back later that day and spoke to XXXX who also \" asked for an expedite '' of the letter. On XX/XX/XXXX, I called XXXX and they said that they updated per what was sent to them. Note they changed it to a repossession, which it never was and also kept reporting on it after they said they would have it removed not only on XX/XX/XXXX in their XXXX response but also what I was told is in their notes. There are derogatory comments that are bringing my credit score down and impeding on closing my mortgage loan ( transunion file # : XXXX ). I received paperwork of a new acct that they opened On XX/XX/XXXX, I called and spoke to XXXX who stated that in the file, it says they asked XXXX to remove it. I asked for a copy of what was sent or a confirmation to provide to my lender. She referred me to speak to XXXX XXXX or XXXX XXXX, who I have received a call from XXXX XXXX ( on XX/XX/XXXX ) but no paperwork yet. This is still being reported to XXXX at this time. XX/XX/XXXX, I called and spoke to XXXX who mentioned XXXX XXXX is out and I needed to speak to XXXX XXXX. He has not yet returned the call, emailed or any communication whatsoever so I shall stop by in person since his phone and email are apparently not working. Was told that they do not see customers in person at their location : ( XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX ). Furthermore, on the drive back I attempted to reach them again and left a voicemail for XXXX XXXX as XXXX XXXX was out. I called back to see if I could speak to the other manager ( referred to as XXXX ) and I was hung up on. I also called XXXX to see if the reporting had been removed and they stated \" 1 account was removed and the other one that had been open since XXXX that shows late payments '' is still open. How can that be possible if this account was not with them until circa XXXX? There has been a pending dispute since XX/XX/XXXX which I opened after not seeing the incorrect changes to the account. \n\nThe agreement to remove all these accounts reporting and to stop them can be seen from the XXXX attached with their response, the CFPB complaint attached where they were contacted and per verbal confirmation from their own Customer Service Agents. Please see below that they were notified of the past complaints by original creditor ( also attached in the documents ). \n\nCompany 's Response XXXX XXXX, XXXX ( formerly known as XXXX XXXX XXXX, XXXX ) is in receipt of your CFPB complaint dated XX/XX/XXXX, XXXX ID # XXXX, which was received by our company on XX/XX/XXXX. XXXX XXXX, XXXX ( XXXX ) provides the following response : Your account was sold and transferred as of XX/XX/XXXX to XXXX XXXX , XXXX ( hereinafter XXXX ). On XX/XX/XXXX, you requested dependent coverage under Servicemember Civil Relief Act ( SCRA ) for lease termination, XXXX XXXX, XXXX. ( formerly known as XXXX XXXX XXXX, XXXX ) no longer owned the account. XXXX, the account owner, outsourced the servicing of their account to XXXX XXXX. XXXX coverage eligibility was reviewed and determined by the account servicer, XXXX XXXX. The email and written correspondence you enclosed, were communication from XXXX XXXX not by XXXX XXXX, XXXX ( formerly known as XXXX XXXX XXXX, XXXX ). XXXX has transferred servicing of the account to Innovate Loan Servicing ( hereinafter Innovate ). Our office notified Innovate of the impending complaint. Innovate will amend the negative credit reporting posted to your consumer report trade line, as previously agreed via XXXX Complaint Case ID # XXXX. I apologize for the inconvenience this issue has caused you. As a courtesy we have forward your documented complain to XXXX XXXX. XXXX encourages you to follow up with XXXXnovate regarding the amendment of your consumer report, you may reach them directly at XXXX or via email XXXX.","date_sent_to_company":"2022-03-09T21:55:32.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"75098","tags":"Servicemember","has_narrative":true,"complaint_id":"5303985","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Innovate Managed Holdings, LLC","date_received":"2022-03-09T21:22:03.000Z","state":"TX","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, you requested dependent coverage under Servicemember Civil Relief Act ( SCRA ) for lease termination, XXXX XXXX, XXXX. ( formerly known as XXXX XXXX XXXX, XXXX ) no longer owned the account. XXXX, the account owner, outsourced the servicing of their account to XXXX XXXX. XXXX coverage eligibility was reviewed and determined by the account servicer, XXXX XXXX."]},"sort":[9.852273,"5303985"]},{"_index":"complaint-public-v1","_id":"8296720","_score":6.253699,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am a victim of ID theft. I have provided an FTC known as FTC XXXX AND FTC XXXX. For the past 2 years i have sent certified letters, first class mail, went online and disputed these fraud accounts. I have sent and made CFPB complaints and Experian continues to place information fraud accounts on my credit bureau they report an account known as XXXX XXXX and state this account was recently opended. I have never opened an account with XXXX XXXX, I have never opened an account with smart sales and lease and this is hereby fraud. Experian states that they certfied this debt in which there is no debt validation. XXXX XXXX XXXX XXXX will not provide any contract nor validation of this date that I opened an account in XXXX in which I did not. There is also accounts known as XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX that are fraud accounts. They refuse to honor the FCRA LAW KNOWN AS FCRA 15 USC 169 AND FCRA 611 ( A ) ( 1 ) FCRA 604 ( A ) ( 3 ) FCRA 605 ( C ) FCRA ( A ) ( 5 ) ( B ) ( II ) THESE ACCOUNTS LISTED ON MY REPORT KNOWN AS XXXX XXXX ( XXXX ) CHARGED OF XXXX XXXX XXXX XXXX AND ( XXXX ) XXXX XXXX XXXX XXXX ACCOUNTS. THEY REFUSE TO DELETE THEM, REMOVE THEM, DISPUTE THEM AND HONOR ALL FCRA RULES AS EVIDENCED ABOVE. I HAVE TRIED NUMEROUS TIMES TO GET EXPERIAN TO UNDERSTAND THAT THESE ACCOUNTS ARE NOT MY ACCOUNTS. THEY ALSO REFUSE TO UPDATE STUDENT LOANS KNOWN AS US DEPARTMENT OF EDUCATION THAT ARE PAID IN FULL. \n\n\nI hereby request an internal investigation against experian and I hereby request fines, licenses, charters, be revoked and suspended and that Experian is no longer allowed to do business in the State of Texas. My name is XXXX XXXX XXXX XXXX date of birth XX/XX/XXXX last XXXX of XXXX XXXX and hereby grant, plead with the STATE OF TEXAS TO BRING SUIT AGAINST EXPERIAN CREDIT REPORTING AND ANY AND ALL ITS AFFLIANTS KNOWN AND UNKNOWN. I HEREBY REQUEST THAT EXPERIAN REMOVE, BLOCK, DELETE THE ACCOUNTS KNOWN AS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AND THAT THEY UPDATE ALL STUDENT LOANS KNOWN AS XXXX DEPARTMENT OF EDUCATION AS PAID IN FULL. \n\nALSO EXPERIAN AND XXXX XXXX KNOWN XXXX XXXX XXXX XXXX XXXX CONTINUE TO MAKE THREATS OF VIOLENCE TOWARDS ME AND MY FAMILY I AM IN FEAR OF MY LIFE AND MY SAFETY. REFUSAL OF THE CONTRACT OF THE DEBT. HEREBY REQUEST ALL LICENSES WITH XXXX XXXX BE REVOKED AND A FINE ISSUED IN THE AMOUNT OF XXXX XXXX DOLLARS UP TO AND INCLUDING IMMEDIATE TERMINATION OF EACH AND EVERY EMPLOYEE. AND IMMEDIATE TERMINATION OF THE EMPLOYEE THAT PLACED THIS FRAUDULENT COLLECTION ON MY CREDIT REPORT FROM XXXX XXXX UP TO AND INCLUDING CIVIL LIABILTY FROM THE EMPLOYEE THAT FALSLEY MADE THIS UPDATE DAMAGING MY NAME, MY CREDIT AND PLACING MY FAMILIES LIVES IN DANGER. XXXX XXXX CONTINUE TO CALL MY TELEPHONE NUMBER AND PRETEND THEY ARE THE POLICE ISSUING A WARRANT FOR THEFT, XXXX XXXX CONTINUES TO CALL AND MAKE THREATS THEY WILL PUT ME IN JAIL, XXXX XXXX CONTINUES TO CALL ON A DEBT THAT IS OVER XXXX XXXX XXXX AND IS FRAUD XXXX XXXX CONTINUES TO HAVE MANAGERS AND EMPLOYEES CALL ME AT OR AROUND MIDNIGHT PRETENDING TO BE REPOSSESSION AGENTS AND PRETENDING TO BE POLICE, XXXX XXXX CONTINUES TO CALL ME AND PRETEND THEY ARE LICENSED ATTORNEYS WHEN ASKED FOR THE INFORMATION THEY HANG UP THIS IS A FRAUD COMPANY WITH EMPLOYEES THAT ARE CONVICTED FELONS DOING ANY AND EVERYTHING TO EARN $ XXXX. EXPERIAN ALSO ENGAGES IN THIS BEHAVIOR BECUASE THEY HAVE INSERTED THIS FRAUD ACCOUNT ON MY CREDIT REPORT Texas law gives someone a certain amount of time to bring a lawsuit for an unpaid debt. This time period is often commonly referred to as the statute of limitations.\n\nOnce the time period set out by the statute of limitations is up, a person is prohibited from filing suit to recover the debt. This means the debt is time-barred. \n\nIn the past, taking certain actions such as making a payment or verbally acknowledging that you owe the debt could restart the clock on the limitations period. This created a problem called zombie debt where the time period set out by the statute of limitations could be constantly restarted. \n\nA new state law introduced in XXXX aims to protect people from zombie debt. This law prevents debt buyers from suing to try to collect the debt even if a payment is made on the debt after the statute of limitations has expired. It also requires debt buyers to provide written notice if they are taking action past the limitations period. Debt buyers are defined by Section XXXX of the XXXX XXXX XXXX as a person who purchases a consumers debt from a creditor. Please see the statute for a full definition. \n\nYou still owe time-barred debts, but creditors and debt buyers lose their most powerful way of collecting a lawsuit.\n\nTexas and Federal Law Section 16.004 of the Texas Civil Practice and Remedies Code The statute of limitations on debt in Texas is four years.\n\nSection 392.307 of the Texas Finance Code This section of the law, introduced in XXXX, states that a payment on the debt ( or any other activity ) does not restart the clock on the statute of limitations for debt buyers. It also requires that debt buyers provide written notice to a consumer if the limitations period has expired. \nTitle 12, Section 1006.26 of the Code of Federal Regulations New rules from the federal Consumer Financial Protection Bureau prevent debt collectors from suing or threatening to sue over time-barred debts. Debt collectors in this code are defined in section 1006.2 ( i ) and can include the original creditor if they are using a different name. \nUnderstanding the Law What is a statute of limitations on a debt? \nThis page from the Consumer Financial Protection Bureau explains the concept of the statute of limitations and how it relates to debt. \nWhat is XXXX XXXX? \nThis page explains the concept of \" time-barred debts '' and suggests options for dealing with a creditor, third-party debt collector, or debt buyer trying to collect them. \nDebt Buyers Prohibited from Suing to Collect and Reviving Old Debts ( Texas XXXX ) This article describes the XXXX changes and provides legal aid options as well as links to legal forms. Texas XXXX is a nonprofit organization described as a \" public interest justice center ''. \nXXXX XXXX XXXX XXXX XXXX XXXXXXXX creditors, third-party debt collectors, or debt buyers will try to intimidate you into paying debts that are past the statute of limitations. Read this page from XXXX to learn your rights when it comes to these old debts. \n\n\nAND Texas Laws Against Aggressive Debt Collection When it comes to debt collection, consumers have a variety of options to protect themselves against unlawful debt collectors. A XXXX law in Texas strengthened the rights of consumers against debt collection and maintained the states short statute of limitations. A Texas statute of limitations on debt is the amount of time a company or person has to pursue legal action against another. If enough time has passed, then the statute of limitations means that companies can no longer sue people for their debts. Luckily, Texas has laws on the books to protect people against debt and the laws are in the favor of the consumer. With the help of an attorney, there are ways to overcome these lawsuits and defeat the creditors. \n\nWhen people receive letters or summons in the mail about an old unpaid debt, it can inspire fear and panic. A person in debt may still be in a position where they are unable to resolve the debt and the collection attempts can bring up trauma. In the case of old debts, or what some people call zombie debts because of how debt collectors never ceased to collect on them, companies can still aggressively attempt to collect on the debt. However, as a response to this, many states like Texas implement a statute of limitations to protect citizens who can not pay or do not want to pay the debt collector. \n\nWhat is the Texas Statue of Limitations?\n\nThe Statute of Limitations is a Texas law that states that if you owe unpaid debt such as credit card debt or consumer debt, the collector only has four years to bring a debt collection lawsuit against you. Bringing a Debt Lawsuit in a Texas Court is the debtor collectors strongest method for collecting. So removing this option for the creditor is significant. \n\nThis Texas law is governed by Section XXXX of the Texas XXXX XXXX and Remedies Code. When you have a credit card, you have a contract with the credit card company where you promise to pay the credit card company. A written contract is not required. So if you stop paying the credit card, the credit card company can file a lawsuit against you to collect the debt under the theory of breach of contract. However, if the debt collector does not file a lawsuit within four years of the breach of contract, then they can not file the lawsuit to collect the debt. This debt is now known as time-barred debt. If the creditor files a lawsuit against you after the four years, they are violating the Texas Debt Collection Law, and you can initiate retaliatory legal action, and have a strong case for getting the lawsuit dismissed.\n\nWhat Is Time Barred Debt? \nTime-barred debt is debt that can not be collected through legal action anymore due to the expiration of the 4-year statute of limitations. The creditor can still attempt to collect the debt and report it on your credit report, but they can not bring a lawsuit against you and so they can not obtain a Judgement against you either.\n\nThe company can no longer threaten to sue you and forcibly collect the old debt through a lawsuit before you can organize your finances. In essence, the bank can not force you to settle the debt before you are ready and can not drag an individual into court when it is clear the individual can not pay. \n\nAvoiding Illegal Collection Restarts It is also important to remember that this XXXX law also included a Section that introduced the idea of time-barred debt. Once the statute of limitations has passed on the debt in Texas, then collectors can not chase consumers for it. The old debts are considered time-barred, which means that they are off-limits. In some states, companies abuse their consumers by frightening the individuals into promising to pay their debts or even acknowledging the debts. This is a trick to allow the company the right to restart the clock on collections and continue harassing the person into payment. They call this zombie debt.\n\nLuckily, Texas law contains provisions that outlaw companies from restarting the debt. Even if you attempt to pay the debt at one time, they can no longer threaten you with legal action. Although you may still owe the debt on the books unless you file for bankruptcy or settle with the company, they lose their most powerful weapon of intimidation thanks to powerful Texas laws that protect vulnerable consumers. \n\nHow Do You Calculate The Statute Of Limitations? \nThe statute of limitations is XXXX years since the date of the breach of the contract. So when does this breach actually happen? As a rule of thumb, the date of breach is about 30 days after the last time you paid the debt. \n\nTo illustrate this, lets say you have a credit card bill where the minimum payment is due on the first day of each month. You pay your XX/XX/XXXX minimum payment and you are current on your credit card bill. Then you do not make your XX/XX/XXXX and all future subsequent payments. Your last payment was XX/XX/XXXX, but you did not breach your contract until at least XX/XX/XXXX when you missed your first credit card payment. So if a client presented these facts to me, I would advise them that the statute of limitations clock did not start counting until at least XX/XX/XXXX. When it is a close call like this, you should really get your ducks in a row by pulling your credit report and reviewing it to determine your last payment. \n\nGoing into debt itself can be one of the most difficult things about adult life. If you find yourself facing a lawsuit or experiencing harassment over a debt that could potentially be barred by the statute of limitations, please dont hesitate to reach out to our law office. Were here to assist individuals facing financial difficulties. Our team can support you by actively challenging your creditors, exploring potential settlements, or providing guidance on the bankruptcy process. Rest assured, were dedicated to finding the right solution for your specific situation, and were here to help you in your fight against creditors.\n\nAND What Debt Collectors Cant Do Debt collectors are regulated by the Texas Debt Collection Act. Among other things, the Act prohibits debt collectors from : Using abusive collection tactics, including : threatening violence or other criminal acts using profane or obscene language falsely accusing the consumer of fraud or other crimes threatening arrest of the consumer, or repossession or other XXXX of property without proper court proceedings using the telephone to harass debtors by calling anonymously or making repeated or continuous calls making collect telephone calls without disclosing the true name of the caller before the charges are accepted Using fraudulent collection tactics, including : using a false name or identification misrepresenting the amount of the debt or its judicial status sending documents to a debtor that falsely appear to be from a court or other official agency failing to identify who holds the debt misrepresenting the nature of the services rendered by the collection agency or the collector falsely representing that the collector has information or something of value in order to discover information about the consumer Trying to collect more than the amount originally agreed upon. ( But remember : your debt can grow by the addition of fees e.g., collection fees, attorney fees, etc. ). \nViolators of the Texas Debt Collection Act are subject to criminal and civil penalties. If you think you have been harassed or deceived, you can even seek injunctions and damages against debt collectors.\n\nThese actions are also violations of the Texas Deceptive Trade Practices/Consumer Protection Act, which gives the Attorney General the authority to take action in the public interest.","date_sent_to_company":"2024-02-06T17:39:54.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"76016","tags":"Servicemember","has_narrative":true,"complaint_id":"8296720","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-02-06T17:39:50.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the 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