{"took":178,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":919,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7806215","_score":17.372936,"_source":{"product":"Checking or savings account","complaint_what_happened":"My Capital One account was closed in XX/XX/ and since then I have not received the money I had in the account. I have called Capital One many times and no one can help me. The call is always transferred to another person and the phone is disconnected without solving my problem. I don't speak XXXX very well and the company does not provide XXXX  speakers to help. This bank was not good to me from the beginning. I do not recommend the service and I feel harmed.","date_sent_to_company":"2023-11-06T22:24:49.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"91387","tags":null,"has_narrative":true,"complaint_id":"7806215","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-11-06T22:10:03.000Z","state":"CA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["My Capital One account was closed in XX/XX/ and <em>since</em> then I have not received the money I had in the account. I have called Capital One many times and no one can help me. The call is always transferred to another person and the phone is disconnected without solving my <em>problem</em>. I don't speak XXXX <em>very</em> well and the company does not provide XXXX  speakers to help. This bank was not good to me from the <em>beginning</em>. I do not recommend the service and I feel harmed."]},"sort":[17.372936,"7806215"]},{"_index":"complaint-public-v1","_id":"2045860","_score":17.209414,"_source":{"product":"Student loan","complaint_what_happened":"Since 2006, the year I graduated, countless problems have come directly from careless business practices, but, by far, the most annoying problem is the refusal of the company to provide an account summary of the total amount repaid on my loan from the very beginning. They will provide up to one year and nothing further. I would like a comprehensive report detailing every single payment, missed payment and total due. \n\nAfter many requests over the years, I am turning to Consumer Financial to file a complaint and get the attention of someone holding a high enough position within Sallie Mae ( now known as XXXX ) to provide me with my comprehensive account summary.","date_sent_to_company":"2016-08-16T19:43:18.000Z","issue":"Dealing with my lender or servicer","sub_product":"Non-federal student loan","zip_code":"10033","tags":null,"has_narrative":true,"complaint_id":"2045860","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2016-08-04T16:30:08.000Z","state":"NY","company_public_response":null,"sub_issue":"Need information about my balance/terms"},"highlight":{"complaint_what_happened":["<em>Since</em> 2006, the year I graduated, countless <em>problems</em> have come directly from careless business practices, but, by far, the most annoying <em>problem</em> is the refusal of the company to provide an account summary of the total amount repaid on my loan from the <em>very</em> <em>beginning</em>. They will provide up to one year and nothing further. I would like a comprehensive report detailing every single payment, missed payment and total due."]},"sort":[17.209414,"2045860"]},{"_index":"complaint-public-v1","_id":"5424714","_score":16.96215,"_source":{"product":"Checking or savings account","complaint_what_happened":"on XX/XX/XXXX, I started a complaint with CFPB case no. XXXX and it was closed to continue the case with the bank. I am starting all over again with the same complaint. my problem was from the very beginning that Citibank refuse to solve my problem by playing a game with the statute of limitations. i received a letter from the Citibank stating that due to the XXXX statute of limitations on checks and one-year statute for not reporting, they no longer help me with this case. \nThe Citibank is not telling the true, my account was illegally closed, never received my money, and I have been trying to get an answer to my account since early XXXX but they weren't able to give me any answer until XX/XX/XXXX.","date_sent_to_company":"2022-04-08T20:42:04.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"10466","tags":null,"has_narrative":true,"complaint_id":"5424714","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-04-08T19:50:04.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["I am starting all over again with the same complaint. my <em>problem</em> was from the <em>very</em> <em>beginning</em> that Citibank refuse to solve my <em>problem</em> by playing a game with the statute of limitations. i received a letter from the Citibank stating that due to the XXXX statute of limitations on checks and one-year statute for not reporting, they no longer help me with this case."]},"sort":[16.96215,"5424714"]},{"_index":"complaint-public-v1","_id":"11867052","_score":16.668015,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have had this account for years I can not dig to find all transactions. But I have had major problems since the beginning. Fraud, scams, trying to stop transactions that were not mine. I couldnt get anywhere because I couldnt speak to an actual person. No one was there to help me. Money just kept begin taken from account. The computer system told me no help til its posted. I would reach back out after its posted to report it and still nothing. There was no human person I could talk to for a very long time. It was gut wrenchingly wrong","date_sent_to_company":"2025-02-01T03:43:03.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"34482","tags":null,"has_narrative":true,"complaint_id":"11867052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-02-01T03:28:38.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["But I have had major <em>problems</em> <em>since</em> the <em>beginning</em>. Fraud, scams, trying to stop transactions that were not mine. I couldnt get anywhere because I couldnt speak to an actual person. No one was there to help me. Money just kept begin taken from account. The computer system told me no help til its posted. I would reach back out after its posted to report it and still nothing. There was no human person I could talk to for a <em>very</em> long time. It was gut wrenchingly wrong"],"issue":["Unauthorized transactions or other transaction <em>problem</em>"]},"sort":[16.668015,"11867052"]},{"_index":"complaint-public-v1","_id":"4285173","_score":16.499348,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been loyal card holder with TD Bank/Target services since 2016, never missing a payment and enjoying the card provided to me. At the beginning of the Pandemic of Covid 19. I was having a issue with payment problem with my Target Card. From there I called in to their customer representative services to get the problem resolved as my credit is very important to me. I was advised a resolution to my problem by putting my account on automatic payment as the representative did. This year as I am in the mix of trying to get a new mortgage I pulled my credit report and was shocked to see my payment history with that account had changed which I was never late on. I am deeply concerned as this has hindered my ability to obtain the credit needed to progress forward in my life. As I am loyal and grateful customer of TD Bank/Target I hope we can get this issue resolved as soon as possible.","date_sent_to_company":"2021-04-09T19:44:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85281","tags":null,"has_narrative":true,"complaint_id":"4285173","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2021-04-09T19:33:21.000Z","state":"AZ","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have been loyal card holder with TD Bank/Target services <em>since</em> 2016, never missing a payment and enjoying the card provided to me. At the <em>beginning</em> of the Pandemic of Covid 19. I was having a issue with payment <em>problem</em> with my Target Card. From there I called in to their customer representative services to get the <em>problem</em> resolved as my credit is <em>very</em> important to me. I was advised a resolution to my <em>problem</em> by putting my account on automatic payment as the representative did."]},"sort":[16.499348,"4285173"]},{"_index":"complaint-public-v1","_id":"1621185","_score":16.018068,"_source":{"product":"Other financial service","complaint_what_happened":"This company has a problem telling the true with their debt settlement program. When I signed up XXXX, I thought they was handling my settlement program. I was told there will be no additional fees for service and they will contact my creditors to handle the proposal. However, this was a lie. \nThey have another party Global Client Solutions XXXX and UCAN involved and they are the unprofessional and rudeness people to deal with. Refuse to call back, refuse to talk with the creditors on a proposal and lied about what is available since they are also taking fees that I was told at the beginning will not occurred. \nToday I talked with a supervisor XXXX and he was rude and told him I do not like the wait he was talking and gave me a very caustic answer.","date_sent_to_company":"2015-10-28T15:48:59.000Z","issue":"Unexpected/Other fees","sub_product":"Debt settlement","zip_code":"70460","tags":null,"has_narrative":true,"complaint_id":"1621185","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GLOBAL CLIENT SOLUTIONS, LLC","date_received":"2015-10-23T23:28:15.000Z","state":"LA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Refuse to call back, refuse to talk with the creditors on a proposal and lied about what is available <em>since</em> they are also taking fees that I was told at the <em>beginning</em> will not occurred. \nToday I talked with a supervisor XXXX and he was rude and told him I do not like the wait he was talking and gave me a <em>very</em> caustic answer."]},"sort":[16.018068,"1621185"]},{"_index":"complaint-public-v1","_id":"2991559","_score":16.012499,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"Springleaf changed it's name to OneMain that's when all the problems started. I have my payments/ {$80.00} automatically debit at the beginning of the month. OneMain is reporting late payments for  XX/XX/XXXX and XX/XX/2018 which is incorrect, since I have my payments automatically debited. I've contacted OneMain several times regarding the late payments that's being reported on my credit reports.The customer service representatives are not very customer friendly. Can someone help the consumer please. Also if you google Springleaf/One Main complaints you can view hundreds of complaints of UNsatisfied customers. Thank you.","date_sent_to_company":"2018-08-14T19:35:23.000Z","issue":"Incorrect information on your report","sub_product":"Personal line of credit","zip_code":"20721","tags":null,"has_narrative":true,"complaint_id":"2991559","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ONEMAIN FINANCIAL HOLDINGS, LLC.","date_received":"2018-08-14T18:57:40.000Z","state":"MD","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Springleaf changed it's name to OneMain that's when all the <em>problems</em> started. I have my payments/ {$80.00} automatically debit at the <em>beginning</em> of the month. OneMain is reporting late payments for  XX/XX/XXXX and XX/XX/2018 which is incorrect, <em>since</em> I have my payments automatically debited. I've contacted OneMain several times regarding the late payments that's being reported on my credit reports.The customer service representatives are not <em>very</em> customer friendly."]},"sort":[16.012499,"2991559"]},{"_index":"complaint-public-v1","_id":"9859430","_score":15.664904,"_source":{"product":"Mortgage","complaint_what_happened":"I've had problems with this company since the very beginning. I'm not sure y'all can help me, but let me start from the beginning first they originally did a loan modification at a lower rate XXXX they supposedly sent paperwork to my house which I never received and they had to redo my no modification and give me a rate of XXXX. That was my first issue with them. Next is my current issue. I've been asking them to remove my PMI off my account and they keep giving me the whole runaround on getting it taken off. I just got off the phone with them and they're telling me I have to wait 10 to 15 business days for them to take a look at my record And all they have to do is just look at the paperwork that appraiser came to do my house but I feel like they're just doing this to keep trying to be more more more money on my mortgage payment They want to continue charging me PMI as long as they can Every time","date_sent_to_company":"2024-08-20T23:15:11.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"76115","tags":null,"has_narrative":true,"complaint_id":"9859430","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2024-08-20T23:07:35.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I've had <em>problems</em> with this company <em>since</em> the <em>very</em> <em>beginning</em>. I'm not sure y'all can help me, but let me start from the <em>beginning</em> first they originally did a loan modification at a lower rate XXXX they supposedly sent paperwork to my house which I never received and they had to redo my no modification and give me a rate of XXXX. That was my first issue with them. Next is my current issue."]},"sort":[15.664904,"9859430"]},{"_index":"complaint-public-v1","_id":"8986572","_score":15.389036,"_source":{"product":"Credit card","complaint_what_happened":"I had emergency dental work done. I asked the provider if I could pay over time. They signed me up with Commenity Bank. I had problems with the work the dentist did. At the last minute, before going under general anesthesia, he recommended that he make XXXX XXXXXXXX  for the XXXX XXXX XXXX he did. I reminded him I was moving to XXXX, and would this be a problem. He said no. Once I moved to XXXX  XXXX very reputable dentists said they could not set the XXXX due to insurance laws. Also, they were worried because XXXX of the XXXXXXXX XXXX cracked within a few days. I went to both the dentist and the Credit Card company with the problem. The dentist claims he delivered all the services, which he didn't. I can't get the Credit Card company to go after them. They are not accepting responsibility for the problem, which is not my doing. I sent them a check for all of the work that was done, subtracting the amount of the XXXX XXXXXXXX XXXX. I put \" Payment in Full '' on the back of the check. They cashed it by converting it to an electronic payment without my permission. Since the beginning, I have sent the bank XXXX or XXXX letters. They refuse to do anything. Now they reported me to the credit bureau because I will not make any more payments.","date_sent_to_company":"2024-05-14T20:25:45.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"967XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8986572","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2024-05-11T20:11:16.000Z","state":"HI","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["<em>Since</em> the <em>beginning</em>, I have sent the bank XXXX or XXXX letters. They refuse to do anything. Now they reported me to the credit bureau because I will not make any more payments."],"issue":["<em>Problem</em> with a purchase shown on your statement"]},"sort":[15.389036,"8986572"]},{"_index":"complaint-public-v1","_id":"6917247","_score":15.371631,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I received a letter from Synchrony Bank where they lowered my credit limit for the following four reasons : 1. Lack of Real Estate Secured Loan information.\n\n2. Average time since accounts opened is too recent.\n\n3. Average time since revolving accounts opened is too recent.\n\n4. Too high proportion of accounts recently opened. \n\nThis automatically affected my credit score. Regarding the four listed points, I have the following observations : 1. False. I have never had a real estate loan since the beginning of my credit history.\n\n2. No more accounts have been opened since the beginning of the business relationship with Synchrony Bank.\n\n3. See point 2.\n\n4. See point 2. \n\nAdditionally : a. I have always paid before the due date and have paid more money than requested. \nb. They can verify that the only change in my credit history was reported by Synchrony Bank, so this is what affected my credit score. \n\nTherefore, there was no reason for them to lower my credit limit. I am not interested in using credit with Synchrony at the moment, but for my personal and professional future, it is very important to take care of my credit score. They should have found a way to NOT affect my credit score. Right now, this will affect me drastically as I obtained a job where I will require financing and because of the lowered score, I may end up being affected. \n\nI hope you can resolve my problem as soon as possible. I have a family to feed. Thank you.","date_sent_to_company":"2023-05-02T12:17:05.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"603XX","tags":null,"has_narrative":true,"complaint_id":"6917247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-05-02T11:42:19.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Average time <em>since</em> accounts opened is too recent.\n\n3. Average time <em>since</em> revolving accounts opened is too recent.\n\n4. Too high proportion of accounts recently opened. \n\nThis automatically affected my credit score. Regarding the four listed points, I have the following observations : 1. False. I have never had a real estate loan <em>since</em> the <em>beginning</em> of my credit history.\n\n2. No more accounts have been opened <em>since</em> the <em>beginning</em> of the business relationship with Synchrony Bank.\n\n3."]},"sort":[15.371631,"6917247"]},{"_index":"complaint-public-v1","_id":"6917968","_score":15.335722,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I received a letter from XXXX Bank where they lowered my credit limit for the following four reasons : 1. Lack of Real Estate Secured Loan information.\n\n2. Average time since accounts opened is too recent.\n\n3. Average time since revolving accounts opened is too recent.\n\n4. Too high proportion of accounts recently opened.\n\nThis automatically affected my credit score. Regarding the four listed points, I have the following observations : 1. False. I have never had a real estate loan since the beginning of my credit history.\n\n2. No more accounts have been opened since the beginning of the business relationship with XXXX XXXX \n3. See point 2.\n\n4. See point 2.\n\nAdditionally : a. I have always paid before the due date and have paid more money than requested.\n\nb. They can verify that the only change in my credit history was reported by XXXX XXXX, so this is what affected my credit score. \n\nTherefore, there was no reason for them to lower my credit limit. I am not interested in using credit with XXXX at the moment, but for my personal and professional future, it is very important to take care of my credit score. They should have found a way to NOT affect my credit score. Right now, this will affect me drastically as I obtained a job where I will require financing and because of the lowered score, I may end up being affected.\n\nI hope you can resolve my problem as soon as possible. I have a family to feed. Thank you.","date_sent_to_company":"2023-05-02T12:17:33.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"603XX","tags":null,"has_narrative":true,"complaint_id":"6917968","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-05-02T12:17:30.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Average time <em>since</em> accounts opened is too recent.\n\n3. Average time <em>since</em> revolving accounts opened is too recent.\n\n4. Too high proportion of accounts recently opened.\n\nThis automatically affected my credit score. Regarding the four listed points, I have the following observations : 1. False. I have never had a real estate loan <em>since</em> the <em>beginning</em> of my credit history.\n\n2. No more accounts have been opened <em>since</em> the <em>beginning</em> of the business relationship with XXXX XXXX \n3. See point 2.\n\n4."]},"sort":[15.335722,"6917968"]},{"_index":"complaint-public-v1","_id":"5310866","_score":15.139234,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, I have had credit cards with Chase bank for many years and never had a problem. For security reasons, I have always had automated services for every single charge in my credit cards. \n\nOn XX/XX/XXXX at XXXX XXXX, i received an automated text message inquiring if a charge of {$7700.00} was processed. I immediately answered NO and declined the transaction. Following, I went to the online site and disputed the charges. The Merchant was \" XXXX XXXX  ''. I did not know if it was a real company or not. I asked for a new card. \n\n2 months later, I saw the balance back in my account. I was very surprised and called Chase. They stated their investigations confirmed that was an approved transaction. I was impressed as I had rejected it since the very beginning and disputed it. I appealed. They asked me to call the Merchant. The Merchant did not recognize me or any family member. We were not registered in their database and did not want to see the specific transaction on the date or time. They can not find a confirmation. \n\nNow, chase is asking me to pay.","date_sent_to_company":"2022-03-12T15:58:39.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"77005","tags":null,"has_narrative":true,"complaint_id":"5310866","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-03-12T15:31:33.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I was <em>very</em> surprised and called Chase. They stated their investigations confirmed that was an approved transaction. I was impressed as I had rejected it <em>since</em> the <em>very</em> <em>beginning</em> and disputed it. I appealed. They asked me to call the Merchant. The Merchant did not recognize me or any family member. We were not registered in their database and did not want to see the specific transaction on the date or time. They can not find a confirmation. \n\nNow, chase is asking me to pay."],"issue":["<em>Problem</em> with a purchase shown on your statement"]},"sort":[15.139234,"5310866"]},{"_index":"complaint-public-v1","_id":"1520711","_score":15.121693,"_source":{"product":"Consumer Loan","complaint_what_happened":"Aqua finance, financial systems of greenbay and there investors are increasing there harassment again. We are a little behind in our mortgage and I guess they think this a opportunity to incorporate there extreme harassment tactics. Since Monday were having problems with our cable service, we 're having major telephone harassment, on yesterday XXXX/XXXX/15 a truck driver driving a semi acted like he was going to run me over and yes he was looking directly at me! The harassment intensified on Monday and is still continuing. There trying to intimidate us into not paying our mortgage there by going into foreclosure and ultimately loosing our home. That was there goal from the beginning and in my opinion AQUA Selling us that defective equipment was a set up from the very beginning! We 're constantly reading various stories on AQUA 'S rip off and complaint web site that show that AQUA is using the same harassment tactics against people all over the U.S. Whenever I case ends up in court, we will reach out to as many of AQUA 'S victims as we can to testify. We will also get as much media as we can involved! We are n't abandoning our house and we wo n't be intimidated!","date_sent_to_company":"2015-08-17T22:48:26.000Z","issue":"Problems when you are unable to pay","sub_product":"Installment loan","zip_code":"77338","tags":null,"has_narrative":true,"complaint_id":"1520711","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Aqua Finance, Inc.","date_received":"2015-08-15T15:46:23.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["That was there goal from the <em>beginning</em> and in my opinion AQUA Selling us that defective equipment was a set up from the <em>very</em> <em>beginning</em>! We 're constantly reading various stories on AQUA 'S rip off and complaint web site that show that AQUA is using the same harassment tactics against people all over the U.S. Whenever I case ends up in court, we will reach out to as many of AQUA 'S victims as we can to testify. We will also get as much media as we can involved!"],"issue":["<em>Problems</em> when you are unable to pay"]},"sort":[15.121693,"1520711"]},{"_index":"complaint-public-v1","_id":"1996071","_score":15.083206,"_source":{"product":"Student loan","complaint_what_happened":"We tried to pay off all my sons student loans when he graduated, we called got pay off info, sent checks, and then we started getting calls that there were loans not paid for. Over the next 5 years XXXXNavient kept us forbearing our loans while we \" figured it out ''. In XXXX they finally told us the problem was interest capitalizing on all the loans in XXXX of 2011, why then when we called for pay off information at the end of XXXX, beginning of XXXX, and end of XXXX was this never reported.? They do n't have an answer, and they insist I am responsible for all charges that accrued. I do n't think that is fair since they made the mistake in the first place, and compounded the mistake by taking 5 years to be able to explain it. These are very shady dealings and I feel they are just trying to XXXX us over.","date_sent_to_company":"2016-07-01T20:27:02.000Z","issue":"Dealing with my lender or servicer","sub_product":"Federal student loan servicing","zip_code":"062XX","tags":null,"has_narrative":true,"complaint_id":"1996071","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2016-07-01T20:27:01.000Z","state":"CT","company_public_response":null,"sub_issue":"Received bad information about my loan"},"highlight":{"complaint_what_happened":["In XXXX they finally told us the <em>problem</em> was interest capitalizing on all the loans in XXXX of 2011, why then when we called for pay off information at the end of XXXX, <em>beginning</em> of XXXX, and end of XXXX was this never reported.? They do n't have an answer, and they insist I am responsible for all charges that accrued. I do n't think that is fair <em>since</em> they made the mistake in the first place, and compounded the mistake by taking 5 years to be able to explain it."]},"sort":[15.083206,"1996071"]},{"_index":"complaint-public-v1","_id":"4126122","_score":15.069778,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have had my American Express card since early XXXX without any problems. Starting XX/XX/XXXX and XX/XX/XXXX American Express posted payments incorrectly to my account. Beginning XX/XX/XXXX I began very a lengthy, time consuming effort to help American Express correct the error only to be told I was wrong and they are right. I continuing follow up XXXX see attachments XXXX including correspondence with CEO XXXX XXXX They began attaching late fees and interest charges for their error. Today, XX/XX/XXXX I received a email threatening to report my delinquencies to the credit bureaus. I feel I have done everything possible to help American Express correct these errors to no avail. This XXXX XXXX XXXX man needs help to correct this error. Hopefully I can call on your support to help in this matter.","date_sent_to_company":"2021-02-08T23:56:54.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"30143","tags":"Older American","has_narrative":true,"complaint_id":"4126122","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2021-02-08T23:24:32.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I have had my American Express card <em>since</em> early XXXX without any <em>problems</em>. Starting XX/XX/XXXX and XX/XX/XXXX American Express posted payments incorrectly to my account. <em>Beginning</em> XX/XX/XXXX I began <em>very</em> a lengthy, time consuming effort to help American Express correct the error only to be told I was wrong and they are right. I continuing follow up XXXX see attachments XXXX including correspondence with CEO XXXX XXXX They began attaching late fees and interest charges for their error."],"issue":["<em>Problem</em> when making payments"],"sub_issue":["<em>Problem</em> during payment process"]},"sort":[15.069778,"4126122"]},{"_index":"complaint-public-v1","_id":"10786197","_score":15.044758,"_source":{"product":"Checking or savings account","complaint_what_happened":"My name is XXXX XXXX, I received a letter on XX/XX/XXXX from a bank called Marcus by Goldman Sachs. \nThe letter was an online savings account statement with a summary of my balance at XXXX dollars currently but the problem is that I did not open this account. It appears as the beginning balance started on XX/XX/year>, which I did not do myself. I reached out to Marcus identity theft department to notify them that this is a fraudulent account that I did not open. they started their investigation and one of the things that they need from my end was to notify the FTC department, which I did, but in the prompts to start a claim, I got transferred to you guys to make the claim here instead. I hope you guys can help me since this is very aggravating and annoying to know that someones out there falsely trying to use my information to open fraudulent account.","date_sent_to_company":"2024-11-13T19:10:01.000Z","issue":"Opening an account","sub_product":"Savings account","zip_code":"20902","tags":null,"has_narrative":true,"complaint_id":"10786197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2024-11-13T18:58:06.000Z","state":"MD","company_public_response":null,"sub_issue":"Account opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I hope you guys can help me <em>since</em> this is <em>very</em> aggravating and annoying to know that someones out there falsely trying to use my information to open fraudulent account."]},"sort":[15.044758,"10786197"]},{"_index":"complaint-public-v1","_id":"2485153","_score":15.035464,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced my loan about a year ago. I made some extra payments in the first month which the company did not apply to principle and I had to call them to fix that.     Somehow this has irravociblely screwed up their computer systems. Every month, I pay my {$5000.00} on the  XXXX  of the month. {$4200.00} is due on the  XXXX . Every month, they charge me a late fee because they think I am paying on the  XXXX  for the previous month. Yet, I have never missed a month since the beginning. I have called 3 times about this and each time they fix it, but the problem restarts the next month.     I am wondering if this is some sort of game they are playing with lots of people 's mortgages. It is very easy for someone to not spot the {$150.00} late fee with big payments like this.","date_sent_to_company":"2017-05-16T05:21:15.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"22180","tags":null,"has_narrative":true,"complaint_id":"2485153","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-05-16T01:08:07.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Yet, I have never missed a month <em>since</em> the <em>beginning</em>. I have called 3 times about this and each time they fix it, but the <em>problem</em> restarts the next month.     I am wondering if this is some sort of game they are playing with lots of people 's mortgages. It is <em>very</em> easy for someone to not spot the {$150.00} late fee with big payments like this."]},"sort":[15.035464,"2485153"]},{"_index":"complaint-public-v1","_id":"1615980","_score":14.931637,"_source":{"product":"Mortgage","complaint_what_happened":"I have had problems with Round Point since the beginning. They are very difficult to get ahold of and it takes 2-21/2 hours to get any answers if I even get them. I closed on my house on XXXX XXXX, 2015. Upon the Title Company requesting the payoff which they did not receive, I called to get it and it took hours on the phone with them to finally get it. They calculated my interest for the entire month when we closed on XXXX XXXX. I have the proof that I will attach that they received the payoff. Since the closing they are calling me several times demanding a house payment. I have explained to them that the house is sold but they still call and demand claiming they did not receive a payoff. They refuse to give me the interest back XX/XX/XXXX thru the end of the month and refuse to refund my escrow balance as well. In turn I can not cancel my home owners insurance since they are still showing a lien on the property. Can you please help with this situation? \nI will be attaching several documents to show that the house has closed and the mortgage is paid in full. Thank you","date_sent_to_company":"2015-10-20T18:05:05.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Other mortgage","zip_code":"48906","tags":null,"has_narrative":true,"complaint_id":"1615980","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2015-10-20T18:05:04.000Z","state":"MI","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have had <em>problems</em> with Round Point <em>since</em> the <em>beginning</em>. They are <em>very</em> difficult to get ahold of and it takes 2-21/2 hours to get any answers if I even get them. I closed on my house on XXXX XXXX, 2015. Upon the Title Company requesting the payoff which they did not receive, I called to get it and it took hours on the phone with them to finally get it. They calculated my interest for the entire month when we closed on XXXX XXXX."]},"sort":[14.931637,"1615980"]},{"_index":"complaint-public-v1","_id":"2924699","_score":14.759652,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage was sold to Nationstar several years ago. I have had nothing but problems with them since. My husband and I have only social security as income. We live on a tight budget and emergencies can cause big problems. Got behind on payments and did a modification and was paying on time and early until we had a problem and got behind. Person helping me was no help at all. Never told me I could put arrears in a repayment plan. Instead offered another modification. I explained from the very beginning, when I was only a few payments behind, that I did not have internet and she needed to mail me the forms to fill out. I already knew the documents they would also need so I had them ready. After phone calls, voice messages and emails, six months later I'm told they don't mail paper forms!!! \nNow when I ask about repayment I'm told they looked into doing it in XX/XX/2018 but it was a year and I didn't have the amount available, whatever that means. I ask why I wasn't told about this and I'm told they only send a letter if I get approved??!!! \nThis company is a mess and now I face foreclosure. I was never treated right and want to file a formal complaint against Mr Cooper and XXXX XXXX my dedicated loan specialist. Very poor quality work on my behalf. This should have been resolved within a few months as a repayment plan. \nThank you for any help you can give me.","date_sent_to_company":"2018-06-02T00:56:46.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"391XX","tags":"Older American","has_narrative":true,"complaint_id":"2924699","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2018-06-01T23:35:52.000Z","state":"MS","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have had nothing but <em>problems</em> with them <em>since</em>. My husband and I have only social security as income. We live on a tight budget and emergencies can cause big <em>problems</em>. Got behind on payments and did a modification and was paying on time and early until we had a <em>problem</em> and got behind. Person helping me was no help at all. Never told me I could put arrears in a repayment plan. Instead offered another modification."]},"sort":[14.759652,"2924699"]},{"_index":"complaint-public-v1","_id":"8361982","_score":14.724927,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/28 we received a notice that our mortgage was increasing by over {$1500.00}. This didn't make any sense to me as the insurance, taxes and XXXX dues have only gone up a small amount. After much back and forth with BSI Financial via phone, they ultimately admitted that they failed to account for the XXXX dues last year resulting in a huge shortage in our escrow account. \n\nWe thought it was strange that they lowered our payment last year by $ XXXX but didn't think much of it. \n\nThe XXXX dues have been in existence since the origination of our loan, so the fact that they would make this error makes no sense. But, the fact that we should be responsible for this now because of their mistake is unconscionable. We can not afford to pay an additional $ XXXX per month and feel that BSI should be responsible for paying this. \n\nWe have had nothing with problems with them from the very beginning.","date_sent_to_company":"2024-02-16T19:43:19.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"038XX","tags":null,"has_narrative":true,"complaint_id":"8361982","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BSI Financial Holdings, Inc.","date_received":"2024-02-16T19:22:48.000Z","state":"NH","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["The XXXX dues have been in existence <em>since</em> the origination of our loan, so the fact that they would make this error makes no sense. But, the fact that we should be responsible for this now because of their mistake is unconscionable. We can not afford to pay an additional $ XXXX per month and feel that BSI should be responsible for paying this. \n\nWe have had nothing with <em>problems</em> with them from the <em>very</em> <em>beginning</em>."]},"sort":[14.724927,"8361982"]},{"_index":"complaint-public-v1","_id":"4547492","_score":14.65362,"_source":{"product":"Mortgage","complaint_what_happened":"Since the beginning of XX/XX/XXXX, I have tried very hard to work with the Bank of America to get my account corrected. \n\nWhile their records indicated a delinquency All mortgage payments have been paid in full since the inception of my mortgage loan with them. Never once has a mortgage payment ever been late. In spite of my good payment history Bank of America was applying my mortgage payments to the wrong area and reflecting a delinquency which then initiated a modification to my loan. \n\nI have never once been late on one mortgage payment I have never requested a loan modification and I have never requested to be on a forbearance program yet Bank of America continues to not correct their mistakes. This has cost me a denial on a home loan application and I have had to go through special financing for a home loan which has cost me an extra {$3000.00} on a down payment and closing costs plus a 4.5 % interest rate Due to the adverse effect that Bank of America has had on my credit report. \n\nI have spoken to numerous Bank of America employees since the beginning of XX/XX/XXXXand they have failed to correct this problem. I will be selling this house and paying off this mortgage tomorrow which is XX/XX/2021 but the damage that Bank of America has cost me financially can not be undone. I would like a letter from Bank of America apologizing and proof that they have Written a letter to all three credit bureaus including XXXX and XXXX XXXX and XXXX XXXX describing my perfect payment history and correcting their erroneous negative reporting that I am making only partial payments","date_sent_to_company":"2021-07-16T06:29:20.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20120","tags":null,"has_narrative":true,"complaint_id":"4547492","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-07-16T02:15:07.000Z","state":"VA","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":["I have spoken to numerous Bank of America employees <em>since</em> the <em>beginning</em> of XX/XX/XXXXand they have failed to correct this <em>problem</em>. I will be selling this house and paying off this mortgage tomorrow which is XX/XX/2021 but the damage that Bank of America has cost me financially can not be undone."]},"sort":[14.65362,"4547492"]},{"_index":"complaint-public-v1","_id":"1294686","_score":14.422069,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX my house in XXXX, Va was sold in a short sale with GMAC which covered the mortgage and XXXX mortgage. GMAC transferred the XXXX mortgage to Ocwen Loan Servicing when it was not owed. Ocwen after researching said I did not owe it and to disregard and letters in the mail until they enter info. They never took it off my credit report. It is still on there as an adverse account. The \" loan '' was then transferred to XXXX XXXX whose loan administration after 3 months research found I did n't owe it either as it was paid off in short sale. XXXX has removed the loan from my credit report but can not remove Ocwen. I see there are other people having the same problem and many other problems with Ocwen. Ocwen is currently on alert and being looked into by the government and law suits are pending approval. I do not want to do a lawsuit and just would like it off my credit report since it never should have been there since the beginning with GMAC. The attorney general of VA sent me a check for XXXX and an internal audit sent XXXX for the illegal handling of the sale and loan by GMAC. It in no way made up for the many problems and financial issues and nothing should have been transferred to Ocwen. When you call Ocwen they are from XXXX and can not understand issues because they do n't speak very good English and do n't understand it either, they read from a script and never understand the problem or they just hang up on you. They had agreed to remove it but as of now it is still on there. Talked to them about this matter XX/XX/XXXX. \nPlease help me if you can It has been too long and my stress level is out the roof. Anything you can help me with would be greatly appreciated.","date_sent_to_company":"2015-03-21T18:35:41.000Z","issue":"Credit decision / Underwriting","sub_product":"Home equity loan or line of credit","zip_code":"187XX","tags":null,"has_narrative":true,"complaint_id":"1294686","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2015-03-21T18:35:40.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I see there are other people having the same <em>problem</em> and many other <em>problems</em> with Ocwen. Ocwen is currently on alert and being looked into by the government and law suits are pending approval. I do not want to do a lawsuit and just would like it off my credit report <em>since</em> it never should have been there <em>since</em> the <em>beginning</em> with GMAC. The attorney general of VA sent me a check for XXXX and an internal audit sent XXXX for the illegal handling of the sale and loan by GMAC."]},"sort":[14.422069,"1294686"]},{"_index":"complaint-public-v1","_id":"6099926","_score":14.3230095,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"Financed new windows through XXXX XXXX. They broke our project up into 2 loans with 2 different financing companies. We have had problems since day 1 with XXXX XXXX. This project has been going on for 2 years now and still is not complete. I have numerous documents, e-mails, etc going back and forth. I have had numerous XXXX XXXX contractors, window manufacturers, managers, etc at my house trying to get this job completed. Every time it seems like we are getting somewhere all of a sudden that person is no longer employed with XXXX XXXX and we have to start all over. I have a list of so many names that we have dealt with that are no longer employed with window nation. This project has been a night mare trying to get new windows in my home. I have been paying on the one loan since the very beginning, but I was originally told by Service Finance not to sign off on any final documents until I the job was complete and we were satisfied. We continued to stay in communication with service finance and tell them the job was not getting done and explain all the problems we were having, they even told us they were having problems with XXXX XXXX communicating with them. Well about a year ago Service Finance started having new people take over our account and they have been very rude and nasty. They have told us they don't care if the project is done or not they are releasing the money to XXXX XXXX and we are responsible to start paying this loan. We have been asking to speak with a manager and are told one will call us back well that was from XX/XX/2022 and we have not received a call from a manager yet. When my husband spoke with Service Finance again today and asked to speak with a manager he was told NO and transferred to the complaint dept and spoke with a XXXX who said she saw all the notes on our account and we needed to pay this loan no matter if the job was done or not. We still do not have our new windows in and are now being forced to pay on the second loan. So XXXX XXXX is paid in full and our job is not complete. Where is our protection? Where are our rights? Why am I being made to pay for services I did not receive? Service Finance is a very rude and Nasty Company along with XXXX XXXX. I would not recommend either of these companies EVER!!!!","date_sent_to_company":"2022-10-18T21:48:52.000Z","issue":"Problem with additional add-on products or services","sub_product":"Installment loan","zip_code":"08302","tags":null,"has_narrative":true,"complaint_id":"6099926","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2022-10-18T21:22:51.000Z","state":"NJ","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":["I have been paying on the one loan <em>since</em> the <em>very</em> <em>beginning</em>, but I was originally told by Service Finance not to sign off on any final documents until I the job was complete and we were satisfied. We continued to stay in communication with service finance and tell them the job was not getting done and explain all the <em>problems</em> we were having, they even told us they were having <em>problems</em> with XXXX XXXX communicating with them."],"issue":["<em>Problem</em> with additional add-on products or services"]},"sort":[14.3230095,"6099926"]},{"_index":"complaint-public-v1","_id":"11966951","_score":14.284278,"_source":{"product":"Mortgage","complaint_what_happened":"In the Summer of XXXX did a recast on our mortgage for {$20000.00}. We did it over the phone and the man told us to wire them {$20000.00} to a specific account and then in around 3 months it would appear on our account. Obviously this seemed a little fishy to me, so I questioned why it would take so long and why we need to include the {$250.00} in that amount instead of as a separate payment. He assured us that it was quite normal and that it was how they did a recast. We specifically made sure to note several times we wanted that the {$20000.00} amount on principle and nothing to be used as our monthly payment. He agreed that it would be used in that manner. So, we went ahead and transferred the money and then on XX/XX/XXXX it was processed except now it said it was {$19000.00}, not {$20000.00}! This really upset us since we were adamant that the {$20000.00} would be put on our principal. They instead took out our monthly mortgage/escrow payment out of that {$20000.00}. My husband called and begged them to make this right and that we would once again send in the difference just so that {$20000.00} would be put on our principal. So, we did have to pay the mortgage twice that month to make up for their error. Then a new problem arose immediately where from the beginning of giving them that {$20000.00}. Our online account chronically said we owed the {$250.00} recast fee. My husband asked about this numerous times and was always told that it was an error or a glitch and that they had on record that we paid that fee, so we should ignore that. As of XX/XX/XXXX, we just received an email telling us we owe them {$250.00} because we never paid that fee. I am livid because we have had nothing but issues over this whole situation and now they are demanding more money. There has been nothing but problems since the beginning of our loan. This is so unprofessional and irresponsible! They are always expecting us to fix the errors they make and we feel very used as a result of sending more money. I do not see how this is our fault since we did so many follow-ups and they always confirmed it was paid.","date_sent_to_company":"2025-02-06T04:27:52.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"471XX","tags":null,"has_narrative":true,"complaint_id":"11966951","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2025-02-06T03:26:09.000Z","state":"IN","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["There has been nothing but <em>problems</em> <em>since</em> the <em>beginning</em> of our loan. This is so unprofessional and irresponsible! They are always expecting us to fix the errors they make and we feel <em>very</em> used as a result of sending more money. I do not see how this is our fault <em>since</em> we did so many follow-ups and they always confirmed it was paid."]},"sort":[14.284278,"11966951"]},{"_index":"complaint-public-v1","_id":"3233987","_score":14.265936,"_source":{"product":"Mortgage","complaint_what_happened":"Shellpoint Mortgage Servicing took over my mortgage from XXXX XXXX XXXX at the beginning of the year XXXX have had several banks service my mortgage although I never instigated it. Shellpoint insists that my mortgage has been 1 month late since XXXX. Although I have made every payment with only 2 late charges since XXXX they insist I am one month behind for the amount of {$3800.00}. The other banks never mentioned this. I received my loan history report [ enclosed ] and discovered where / when / why the problem started. I emailed Shellpoint a letter explaining everything in detail [ enclosed ]. I just received a letter from them explaining that they had made up there mind and will not open my complaint again. It is a very clear but Shellpoint refuses to admit their mistake. They call me every day on both my cell and home phone and they send me foreclosure letters.They want me to pay the amount and if they are found wrong they will give it back to me. Please read the attached emails .. I spent alot of time putting this together. Thank You","date_sent_to_company":"2019-05-06T19:43:20.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"151XX","tags":"Older American","has_narrative":true,"complaint_id":"3233987","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2019-05-06T19:00:32.000Z","state":"PA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Shellpoint Mortgage Servicing took over my mortgage from XXXX XXXX XXXX at the <em>beginning</em> of the year XXXX have had several banks service my mortgage although I never instigated it. Shellpoint insists that my mortgage has been 1 month late <em>since</em> XXXX. Although I have made every payment with only 2 late charges <em>since</em> XXXX they insist I am one month behind for the amount of {$3800.00}. The other banks never mentioned this."]},"sort":[14.265936,"3233987"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":919,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":919}]}},"product":{"doc_count":919,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":278,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":144},{"key":"FHA mortgage","doc_count":52},{"key":"VA mortgage","doc_count":29},{"key":"Other type of mortgage","doc_count":17},{"key":"Conventional fixed mortgage","doc_count":15},{"key":"Home equity loan or line of credit (HELOC)","doc_count":10},{"key":"Conventional adjustable mortgage (ARM)","doc_count":5},{"key":"Other mortgage","doc_count":2},{"key":"Reverse mortgage","doc_count":2},{"key":"Home equity loan or line of 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