test1
2024-05-13
Library
Library
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## • Search for functions across packages at https://www.tidymodels.org/find/library(textdata)
library(themis)
library(recipes)
library(textrecipes)
library(readr)
library(glmnet)## Loading required package: Matrix
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## expand, pack, unpack
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## Loaded glmnet 4.1-8library(stopwords)
library(discrim)##
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## precision, recall, sensitivity, specificity
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## liftlibrary(hardhat)Including data
including data
train <- read_csv( "data_complaints_train.csv") %>%
mutate(id=row_number(), id_number=case_when(
Product=='Credit card or prepaid card'~1,
Product=='Mortgage'~2,
Product=='Student loan'~3,
Product=='Vehicle loan or lease'~4))## Rows: 90975 Columns: 6
## ── Column specification ────────────────────────────────────────────────────────
## Delimiter: ","
## chr (6): Product, Consumer complaint narrative, Company, State, ZIP code, Su...
##
## ℹ Use `spec()` to retrieve the full column specification for this data.
## ℹ Specify the column types or set `show_col_types = FALSE` to quiet this message.colnames(train) <-gsub(" ","",colnames(train))
train<-train%>%
mutate(Product=factor(Product))%>%
select(Product,Consumercomplaintnarrative)
train%>%
ggplot(mapping=aes(Product))+
geom_bar()
ftest <- read_csv( "data_complaints_test.csv")## Rows: 20 Columns: 6
## ── Column specification ────────────────────────────────────────────────────────
## Delimiter: ","
## chr (5): Consumer complaint narrative, Company, State, ZIP code, Submitted via
## dbl (1): problem_id
##
## ℹ Use `spec()` to retrieve the full column specification for this data.
## ℹ Specify the column types or set `show_col_types = FALSE` to quiet this message.colnames(ftest) <-gsub(" ","",colnames(ftest))
ftest1<-ftest%>%
select(Consumercomplaintnarrative)Prepare data
split data
set.seed(1234)
split_test1 <-initial_split(train, prop = 2/3,strata=Product)
train_data <-training(split_test1)
testing <-testing(split_test1)prepare recipe
multicomplaints_rec <-
recipe(Product ~ Consumercomplaintnarrative,
data = train_data) %>%
step_tokenize(Consumercomplaintnarrative) %>%
step_tokenfilter(Consumercomplaintnarrative, max_tokens = 1e3) %>%
step_tfidf(Consumercomplaintnarrative) %>%
step_downsample(Product)cross-validation preparation
multicomplaints_folds <- vfold_cv(train_data)Prepare model
prepare model creat a lasso regularization model for multi-classification
multi_spec <- multinom_reg(penalty = tune(), mixture = 1) %>%
set_mode("classification") %>%
set_engine("glmnet")
multi_spec## Multinomial Regression Model Specification (classification)
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## Main Arguments:
## penalty = tune()
## mixture = 1
##
## Computational engine: glmnetsparse_bp <- default_recipe_blueprint(composition = "dgCMatrix")
multi_lasso_wf <- workflow() %>%
add_recipe(multicomplaints_rec, blueprint = sparse_bp) %>%
add_model(multi_spec)
multi_lasso_wf## ══ Workflow ════════════════════════════════════════════════════════════════════
## Preprocessor: Recipe
## Model: multinom_reg()
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## ── Preprocessor ────────────────────────────────────────────────────────────────
## 4 Recipe Steps
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## • step_tokenize()
## • step_tokenfilter()
## • step_tfidf()
## • step_downsample()
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## ── Model ───────────────────────────────────────────────────────────────────────
## Multinomial Regression Model Specification (classification)
##
## Main Arguments:
## penalty = tune()
## mixture = 1
##
## Computational engine: glmnetsmaller_lambda <- grid_regular(penalty(range = c(-5, 0)), levels = 20)
smaller_lambda## # A tibble: 20 × 1
## penalty
## <dbl>
## 1 0.00001
## 2 0.0000183
## 3 0.0000336
## 4 0.0000616
## 5 0.000113
## 6 0.000207
## 7 0.000379
## 8 0.000695
## 9 0.00127
## 10 0.00234
## 11 0.00428
## 12 0.00785
## 13 0.0144
## 14 0.0264
## 15 0.0483
## 16 0.0886
## 17 0.162
## 18 0.298
## 19 0.546
## 20 1multi_lasso_rs <- tune_grid(
multi_lasso_wf,
multicomplaints_folds,
grid = smaller_lambda,
control = control_resamples(save_pred = TRUE, save_workflow = TRUE)
)## ℹ The workflow being saved contains a recipe, which is 89.55 Mb in ℹ memory. If
## this was not intentional, please set the control setting ℹ `save_workflow =
## FALSE`.best_acc <- multi_lasso_rs %>%
show_best()## Warning in show_best(.): No value of `metric` was given; "roc_auc" will be
## used.best_acc## # A tibble: 5 × 7
## penalty .metric .estimator mean n std_err .config
## <dbl> <chr> <chr> <dbl> <int> <dbl> <chr>
## 1 0.00127 roc_auc hand_till 0.990 10 0.000305 Preprocessor1_Model09
## 2 0.00234 roc_auc hand_till 0.990 10 0.000337 Preprocessor1_Model10
## 3 0.000695 roc_auc hand_till 0.990 10 0.000288 Preprocessor1_Model08
## 4 0.00428 roc_auc hand_till 0.989 10 0.000389 Preprocessor1_Model11
## 5 0.000379 roc_auc hand_till 0.989 10 0.000307 Preprocessor1_Model07multi_lasso_rs %>%
collect_predictions() %>%
filter(penalty == best_acc$penalty) %>%
filter(id == "Fold01") %>%
conf_mat(Product, .pred_class) %>%
autoplot(type = "heatmap") +
scale_y_discrete(labels = function(x) str_wrap(x, 20)) +
scale_x_discrete(labels = function(x) str_wrap(x, 20))
evalueate using test data
the model shown good performance with accuracy equal 0.9343
best_model <- fit_best(multi_lasso_rs)
predictions <- predict(best_model, new_data = testing)
predictions$Product<-testing$Product
confusion_matrix <- confusionMatrix(predictions$Product,predictions$.pred_class)
print(confusion_matrix)## Confusion Matrix and Statistics
##
## Reference
## Prediction Credit card or prepaid card Mortgage Student loan
## Credit card or prepaid card 11967 115 151
## Mortgage 126 9699 200
## Student loan 81 38 3872
## Vehicle loan or lease 142 54 87
## Reference
## Prediction Vehicle loan or lease
## Credit card or prepaid card 532
## Mortgage 294
## Student loan 171
## Vehicle loan or lease 2797
##
## Overall Statistics
##
## Accuracy : 0.9343
## 95% CI : (0.9315, 0.9371)
## No Information Rate : 0.4061
## P-Value [Acc > NIR] : < 2.2e-16
##
## Kappa : 0.9043
##
## Mcnemar's Test P-Value : < 2.2e-16
##
## Statistics by Class:
##
## Class: Credit card or prepaid card Class: Mortgage
## Sensitivity 0.9717 0.9791
## Specificity 0.9557 0.9696
## Pos Pred Value 0.9375 0.9399
## Neg Pred Value 0.9801 0.9897
## Prevalence 0.4061 0.3267
## Detection Rate 0.3946 0.3198
## Detection Prevalence 0.4209 0.3403
## Balanced Accuracy 0.9637 0.9744
## Class: Student loan Class: Vehicle loan or lease
## Sensitivity 0.8984 0.73722
## Specificity 0.9889 0.98933
## Pos Pred Value 0.9303 0.90812
## Neg Pred Value 0.9833 0.96341
## Prevalence 0.1421 0.12511
## Detection Rate 0.1277 0.09223
## Detection Prevalence 0.1372 0.10156
## Balanced Accuracy 0.9436 0.86328predictions %>%
conf_mat(truth = Product, estimate = .pred_class) %>%
autoplot(type = "heatmap")
Predict results
predict
predictionsf <- predict(best_model, new_data = ftest1)
ftest2<-cbind(predictionsf,ftest)
print(ftest2)## .pred_class problem_id
## 1 Student loan 1
## 2 Vehicle loan or lease 2
## 3 Student loan 3
## 4 Mortgage 4
## 5 Vehicle loan or lease 5
## 6 Credit card or prepaid card 6
## 7 Credit card or prepaid card 7
## 8 Credit card or prepaid card 8
## 9 Student loan 9
## 10 Vehicle loan or lease 10
## 11 Student loan 11
## 12 Mortgage 12
## 13 Vehicle loan or lease 13
## 14 Vehicle loan or lease 14
## 15 Mortgage 15
## 16 Credit card or prepaid card 16
## 17 Mortgage 17
## 18 Student loan 18
## 19 Vehicle loan or lease 19
## 20 Mortgage 20
## Consumercomplaintnarrative
## 1 I have multiple lateness/missed payments on my credit report due to ECMC not properly contacting me to inform me when payments were due. I never received any statements in regards to my loan. It was also a period in time when my loan was deferred so there should not be any late/ missed payments that is being reporting on my credit file.
## 2 I lost my job in XXXX due to the coronavirus and was not able to get unemployment I been filing and calling and appealing my claim but still no money I lost my house and staying with my parents I told this company that and they have a device on the car to stop it with no payment. Do they stop my car I told them that I finally found a temporary job its temp to hire and it starts this Monday XX/XX/XXXX I sent the email and ask please send a signal to my call so I can go sign my paperwork to start they told me Im behind on my note and that they would not be able to send the signal unless I pay XXXX dollars I cried on the phone begging and pleading eith them I told them I didnt have it that my family has helped me since XXXX I can give them XXXX dollars and with my fist check in XXXX I could pay XXXX every two weeks they told me no and the guy XXXX was very rude abs belittling and I ask to speak to the manager XXXX and he told me she was in a meeting and that the information came from her I cried I said please let me talk to her he told me she would call me after the meeting its now XXXX on Friday XX/XX/XXXX I guess shes still in the meeting this is the worst company to get a car from I will never do business with them again I told them to come get the car I have been through too much this year I lost my XXXX to the XXXX and I lost my XXXX to XXXX/ the XXXX I lost my house my job and now my car
## 3 I had contacted great lakes about my student loan. I told them I couldn't afford payments i couldn't find a job. So they put me in forberance but didnt quit explaining. It to me this was the end of XXXX. Well when I got on the pay as you go plan I got charged the interest than for some reason there was. Months were they put me in forberance tha. The same month on a payment plan and that went back and fourth like that for quite a few months. I turned in my paperwork at the end of XXXX but they didn't approve it till XXXX so I got charged interest. As well as XXXX XXXX to them about the borrowers defense they shut me down didnt even try to help. They know I work for a non profit organization and am gon na try for the pslf but they have never said that they don't dont do the qualifying for that as well as I've talked several times with the csr and wanted to make sure I was on the right payment plan to count for the pslf loan they would tell me one thing but than it would change I still dont know exactly if the pmt plan im on is correct i got nothing but resistance when trying the borrowers defense loan. The company is not very good and i dont feel that any advice they give is in to help me out. Just their pockets I learned that early on dealing with them
## 4 Wells Fargo Home Mortgage put me in a payment suspension program 3 months ago, even though I did not need it. I was not suffering a hardship from Covid 19. I not only haven't missed a payment during the 3-month forbearance, I've actually made 3 additional mortgage payments in that time period. On the Wells Fargo website, it is stated that I can end the payment suspension at any time. THAT IS A LIE. I have requested that the program end multiple times, and they still have not done it. In addition, because I am still in forbearance, my mortgage account statements are not accurate or transparent. The information on my statements appear to be based on a strange and questionable accounting program devised by Wells Fargo. What credible reason could Wells Fargo possibly have for their obscure accounting, as statements should be accurate at all times. I have questioned WF executives about their accounting and I've been told repeatedly that the statements will be adjusted at a later time. What kind of BS is that? I am requesting again, that I be taken out of the payment suspension program. I also expect Wells Fargo to provide me with an updated and ACCURATE mortgage statement. It doesn't say much for the credibility of Wells Fargo Home Mortgage that I have to address these issues through Consumer Financial Protection Bureau..
## 5 We had a loan through Kia Motors Finance on our XXXX XXXX which we paid off XX/XX/XXXX. Since then, we have called customer service numerous times checking the status of our overpayment refund, but each time the story is the same : that a refund has been processed but not sent, and that there is no way to contact the responsible department other than by email, to which there has to-date never been a response. I have been reassured by various reps that they are looking into it, but nothing has changed. \n\nIt is now more than XXXX months later. If I were XXXX months late with a payment, Kia would at least continue charging interest, if not take legal action. I have contacted Kia 's complaint department in writing ( the only method which I was told will guarantee a response ), and I will be taking legal action if this matter is not addressed shortly. The pandemic is no excuse. Everyone else has carried on business as usual. Kia has a responsibility to as well.
## 6 I have received a billing statement from HOME DEPOT for a credit card which has NEVER been applied by me, this was received in USPS mail on XX/XX/2020. \n\nThe amount of credit limit on the statement shows up as {$8000.00} and the Purchases made fraudulently on that are of {$5300.00} I had called the HOME DEPOT credit card Customer Service on XXXX, and they were not able to resolve so they connected me to their fraud protection agency who were on the phone with me on XX/XX/2020 for 1 hour 16 minutes from XXXX CT Towards the end of my call with them, the fraud protection agency did confirm that the issue has been resolved and provided a reference # XXXX, but I repeatedly asked them to send me some communication by mail or email, but they were not willing to do so. \n\nI just need an assurance that this is resolved and that I am not liable to pay any amounts for purchases which have NOT been made.
## 7 I applied for a Home Depot credit card on XX/XX/XXXX. The card was approved, and website had a promotion for {$50.00} off of my purchase amount. Due to not receiving an immediate email I called HD credit and was told not to worry as {$50.00} would come off on my first statement so order was processed. When the {$50.00} did not come off of my first statement, I called and received an apology telling me to pay the balance less the {$50.00} and it would clear ASAP. That did not happen and when I received a follow up statement, I called again and was assured they were working on it. Yesterday I learned they are unwilling to honor this promotion as I qualified for a another promo, which I assume relates to interest rate however I paid the card in full within 30 days and they would not explain the promotion? Regardless I went ahead and paid this undue money and closed the account due to extreme dishonesty XX/XX/XXXX. I did file a formal complaint with the Home Depot organization, complaint number XXXX. At this point the fraudulent activity needs to stop with this extremely dishonest organization, which is the reason for this complaint. \nThanks, XXXX
## 8 I have a PayPal Master card via Sychrony Bank. I have had the card for about a year. I have a {$14000.00} credit limit. I was as heading out of the USA on XX/XX/XXXX so I paid my {$13000.00} bill online XX/XX/XXXX. The money left my bank account on this date. While out of the USA I attempted to use the MasterCard on XX/XX/XXXX and the charges were declined forcing me to later use an alternative payment. 5 calls to Sychrony Bank provided no relief. I was told that large payments are on hold to verify and that my credit line would not be restored until XXXX XXXX. I asked where is the {$13000.00} that left my account on XX/XX/XXXX. They replied it is on hold as it is a large payment. I consider this to be a dishonest business practice to use my funds for 14 days.
## 9 On XXXX XX/XX/XXXX I received a response from Wells Fargo regarding my payment terms for a private student loan. It took my university thru mid XX/XX/XXXX to ascertain whether I was eligible for a forbearance per my MPN and loan disclosure documentation. I was denied on the basis that the maximum forbearance time had been used under my MPN. Wells Fargo has responded making a distinction between an in-school forbearance and payment deferment. It is true that there is a maximum deferment time per the terms outlined in my MPN. However, any forbearance that I have requested beyond that was not disclosed to me as a modification of the original loan terms in agreement with the loan originator, which is NOT Wells Fargo. \n\nIn their XXXX XXXX response Wells Fargo claims that my loans entered into a " payment deferment '' and lists several dates during which the payment was deferred. However, no such term " payment deferment '' exists as a status per my MPN, nor has any representative referred to such a type when requesting a forbearance of any kind. in fact, the MPN outlines the common set of terms with which the loan was originated with -- this term is not listed. Each representative I've requested a forbearance with specifically stated that the reason for the forbearance was because I was " in-school. '' At no time did any representative make me aware of a " payment deferment, '' that was anything outside the terms specified in my MPN of an in-school forbearance with an extension of forbearance time because I am completing advanced degrees. Furthermore, when requesting an " in-school deferment, " each representative corrected me referring to an " in-school forbearance. '' Wells Fargo is therefore making a distinction between what was applied under the conditions of my MPN, and an arbitrary category Wells Fargo refers to only in the attached letter as a " payment deferment. '' In my last phone conversation with a Wells Fargo representative I was informed that I had other kinds of forbearance options to include relief during the current pandemic, and an option for a forbearance if I was participating in an internship. Wells Fargo failed to notify me of any forbearance available to me for internships. This is an issue because I was an intern at a XXXX XXXX during the summers of the XXXX and XXXX. It is the internship corresponding to the same program that I mentioned in the history section below. Thus, any forbearance time granted to me should be extended out and offset by the periods for which I was an intern. Furthermore, since payments could be deferred for reasons of an internship, and negative payment history should be removed and prevented from reporting for the duration of which I should have had the internship forbearance. \n\nAs my payments began in XXXX of XXXX, WF is reporting adverse credit information to compel me, a student of non-traditional age, with a documented learning XXXX, from a minority background, to obtain employment during a pandemic so that they can offset the YoY Q3 interest income losses of XXXX percent. By forcing students into repayment during a pandemic they are attempting to hedge their losses due in the low-interest rate environment. Those of us who may be struggling are viewed as a number in their actuarial computations rather than as individuals. \n\nWells Fargo makes no effort to acknowledge the difficulties that individuals from underrepresented backgrounds may face nor acknowledge the difficulties students with learning XXXX may face. What they care about is squeezing individuals for money, withholding forbearance information, and creating new terms to obfuscate their dubious practices. \n\nDocumentation of my internships is attached. \n\nHISTORY : On XXXX XXXX I received a letter from Wells Fargo regarding a private student loan forbearance request. The letter was dated XXXX XX/XX/XXXX. The letter stated that I was denied the ability to obtain an in-school forbearance request because I had exhausted the maximum amount of in-school forbearance. I was baffled because a Forbearance request had been approved XXXX XXXX of XXXX, and I simply was asking for an additional Forbearance term to finish the last of outstanding work related to my academic education that was slowed on account of contracting the XXXX virus in Late XXXX XXXX of XXXX, and the disruption that all students have faced due to the XXXX pandemic. Now, Wells Fargo extends Forbearance beyond the maximum time, my request thru XX/XX/XXXX was such a case ( See Complaint Number XXXX ) These requests are manually evaluated by their underwriting division. I contacted Wells Fargo and inquired about the denial. The representative reviewed the notes and read them to me. The notes specifically stated that the denial was because " I had reached the maximum forbearance period, had been in-school for twelve ( 12 ) years working towards a degree, for which six ( 6 ) of those years was to obtain a XXXX XXXX. '' I was shocked, and offended because no one had contacted me from Wells Fargo for additional information. To be clear, I hold a XXXX XXXX XXXX in XXXX that was conferred in XXXX. I hold a Masters of XXXX. The two ( 2 ) final degrees that WF approved thru XX/XX/XXXX were for an additional dual-degree research-based XXXX XXXX XXXX in XXXX. On XXXX XX/XX/XXXX a representative from Wells Fargo named XXXX explained that from an evaluation standpoint a single XXXX XXXX is not evaluated any differently than pursuit of dual masters degrees. XXXX further explained that the evaluation would be different if I was pursuing receiving a PhD. The maximum in-school Forbearance time for private student loans originating with Wells Fargo for masters degrees is around one-thousand ( 1000 ) days. No subsequent time is allotted for additional masters degrees. Thus, a student that may have a learning XXXX, but who may pursue additional advanced degrees is treated differently than a student obtaining n-number of masters degrees because a student without a XXXX would spend " less '' time pursuing a single XXXX XXXX and be able to defer student loans during the pursuit of additional masters degrees within the same time-frame it would take a student with a learning XXXX to finish a single XXXX XXXX. Therefore, Wells Fargo gives preferential treatment to those students who are deemed to have normal brain chemistry and normal brain structure. In my case, the duration of my total academic education is reflective of the struggle I've faced as an individual with a documented learning XXXX that is on-file with the academic institutions I've attended. Not only does Wells Fargo fail acknowledge the extended time a " XXXX '' student XXXX need to complete a single advanced degree, but additionally fails to understand the discrimination that individuals with XXXX face when pursing their advanced degrees. For instance, I have been on the receiving end of discrimination by faculty and staff members at the institutions I've attended because the request for reasonable accommodations was viewed as " inconvenient '' for certain instructors to implement, despite the protections I am entitled to under the respective University policies and under Federal law as a member of a protected class. for students with documented XXXX, but fails to understand that those with learning XXXX are subject to discrimination when completing their academic programs. The fact that I am also a minority based upon my ethnic background only magnifies the discrimination. Now, Wells Fargo has assumed that an individual will make more money by pursuing a PhD rather than two ( 2 ) or more masters degrees. Furthermore, I hold the title of XXXX XXXX when working in industry, and have an earning potential well into six ( 6 ) figures based upon my last salary. In fact, the average salary for a tenured track engineering professor with a PhD is around XXXX XXXX dollars. To put it in perspective my annual base salary with my last employer was XXXX XXXX dollars before quarterly and annual bonuses, stock options, and XXXX matching. By the time stock options, quarterly bonuses, annual bonuses, and individuals bonuses are taken into consideration, my last gross income was nearly XXXX XXXX XXXX XXXX XXXX above an engineering professor on a tenure track with a PhD. On XXXX XX/XX/XXXX Wells Fargo sent me an electronic message, that in summary was a form letter that insisted I have forbearance options under a declared disaster, but that in contrast to the in-school forbearance any derogatory covering the beginning of the forbearance period would not be backdated to include the time to process the forbearance. This is in stark contrast to an in-school which removes any adverse payment history furnished to the CRAs for backdated to the month the advanced academic program begins. Furthermore, the disaster forbearance XXXX only be applied for a XXXX XXXX XXXX XXXX three-month periods for each declared disaster, for a maximum of XXXX XXXX XXXX XXXX months of forbearance due to a disaster. Therefore it is in Wells Fargos best interest to deny my request for an in-school forbearance if they believe they can coerce/force, me into repayment within a smaller amount of time, even if it places me at significant health risk. Finally, I am an individual that made a living in defense and aerospace prior to returning to academic for full-time graduate study. Additionally I am an individual that holds, or has held, a security clearance. That is a life-binding obligation and my finances will be monitored by the Federal Government for the rest of my life. Security clearances are renewed, and modified, on an as-needed basis as determined by my employer and the Federal government. Certain positions require that my outstanding obligations be reported no more than ninety ( 90 ) days past-due. Right now, due to the turn-around time for the initial in-school forbearance evaluation my student loans with Wells Fargo are eighty-six ( 86 ) days past-due. Loss of my security clearances would make it highly likely that I would be unable to obtain a position within the fields I am currently pursuing the dual masters degrees in. Wells Fargo, is attempting to do is to compel me to leave my current academic program, obtain suitable employment, and make payments on loans that they hold. That is, XXXX is attempting to compel me to find employment of some kind during a pandemic. To be clear, the dual degree was under a fellowship and I am thus contractually required to finish it. Wells Fargo has provided no offer, nor mentioned, temporary relief due to the XXXX pandemic when XXXX XXXX has instructed private lenders to offer relief to borrowers. As my payments began in XXXX of XXXX, WF is reporting adverse credit information to compel me, a student of non-traditional age, with a documented learning XXXX, from a minority background, to obtain employment during a pandemic. Again, no temporary hardship relief has been offered, and the forbearance request under in-school deferment was denied. Intentionally or unintentionally, Wells Fargo is discriminating against me as a minority with a " learning XXXX, '' at a time when a significant portion of all United States persons are experiencing hardship due to sickness and loss of employment. It makes no sense to abandon an education that I am contractually required to finish to seek employment to pay WF. Likewise, it makes no sense for me to try and seek employment during a pandemic, especially when my line of work and/or formal education would make it likely that I would have to relocate to states currently marked as pandemic hot spots. I do not expect to be treated like this -- at all. I find it appalling that Wells Fargo would resort to such methods to maintain steady increases in shareholder equity, and to maximize profits in a low interest rate market.
## 10 XX/XX/2020 : I called the company Westlake Financial to ask for a reduction in the interest to allow for lower payments but they refused. \n\nXX/XX/XXXX : Called again stating that I could not pay the amount but they denied again and only offered to defer the XXXX payment. \n\nXX/XX/2020 : I could not make the payment so they reported me to the credit Beaureu which really messed up my credit which I am trying to protect.
## 11 My student loan is currently in deferment. I would like to end the deferment and be placed on an " extended graduated '' payment plan. I work full-time for the XXXX XXXX XXXX XXXX a week and have sufficient stable income. The student loan servicer told me that they can not put me on a payment plan because I am currently in school ( I take classes online during nighttime for a XXXX XXXX XXXX ). They told me I can make payments at any time, but they can not put me on a payment plan. This situation is causing financial hardship for me because I am unable to refinance my mortgage because XXXX assume that my payments would be 1-2 % of the outstanding balance, which would be at least $ XXXX monthly. If I could get on the extended graduated payment plan then my payments would be only {$330.00} / month and my mortgage refinance would save me over {$600.00} per month. I also would qualify for student loan forgiveness after I make 120 " scheduled '' payments. Payments that I make during deferral do not count, so I am losing money on this as well. All I want is to get on a payment plan and have monthly payments scheduled from my servicer. The servicer said it would be illegal for them to put me on a repayment plan while I am in school ( even though I request it ). I can not believe that that is true, especially since this is causing me to lose a lot of money.
## 12 We refinanced our home. Payments were made during the process and not credited to the new loan amount in the amount of {$1500.00} XX/XX/XXXX We were told our loan had been through final approval via email XX/XX/XXXX We emailed processor and asked if the final loan amount would be updated to the correct payoff/refinance amount XX/XX/XXXX We were told via email that the title company and the closer would be collaborating fees, leading us to believe that the loan amount upon actual close would be updated and correct XX/XX/XXXX We were We via phone spoke with the title company twice *We had a very short time to set the close date XX/XX/XXXX Contacted the title company twice during the close process because the figures were incorrect XX/XX/XXXX Multiple phone calls to the mortgage company via phone to try and get in touch with the processor, the closer and costumer service during the closing XX/XX/XXXX Multiple emails to processor concerning the loan amount during closing *was told we were unable to get cash back at closing in Texas *was told it was a rounding issue, they rounded up to prevent getting cash back *was told we would get overage back after close *was told there were fees and interest *was told the loan officer would call me XX/XX/XXXX Loan officer called and emailed, we missed the call however we called and emailed back the same day. We were not able to speak with him XX/XX/XXXX Called and emailed the loan officer in an attempt to contact them again XX/XX/XXXX Called the mortgage company and the closer 3 times, trying to get in touch with someone who could help us address the issue. Was transferred to multiple departments, spoke with multiple people who could not help us. \n\nXX/XX/XXXX Called the mortgage company to leave multiple messages for the various departments and people we'd been in contact with. Was told that the loan officer would contact us - we never heard from him XX/XX/XXXX Lodged a formal complaint with the mortgage company via email XX/XX/XXXX Blanket response from mortgage company saying the issue was sent to the Customer advocate who would be in contact with us - we never heard from anyone XXXX Called the mortgage company using multiple numbers including the number in the Customer advocate email, was transferred around, left messages spoke with multiple people who could not help us XX/XX/XXXX Called the mortgage company attempting to seek help, no one could help us, could not help us, left message for the loan officer who we were told would contact us and did not hear from anyone XX/XX/XXXX Called the mortgage company again, was transferred and placed on hold almost 4 hours. We used another phone to call them again to speak with someone in management, placed on hold several times. No one was ever available. Left messages again, let them know the attempts and the problem, that we'd filed a formal complaint and were going to seek outside complaints. Have not heard from anyone.
## 13 I received a Lease Termination Billing Statement in the mail today, Tuesday, XX/XX/XXXX, from the U.S. Bank, and was quite surprised to read that the total amount due is {$420.00}. \n\nI requested they reconsider waiving the amount due for the following reasons : 1. I am unemployed due to the COVID-19 unprecedented event and do not have the funding to pay the amount of {$420.00} ( see attached Unemployment submission ).\n\n2. I did not receive the Billing Statement until today, XX/XX/XXXX, which is five months later ( see attached Billing Statement ).\n\n3. My U.S. Bank Account was closed shortly thereafter in XXXX with no outstanding balance. I called the U.S. Bank and spoke with someone and they confirmed that the account was closed in good standing and that I do not owe anything further.\n\n4. I submitted the XXXX XXXX XXXX to XXXX XXXX on XX/XX/XXXX, with an odometer reading of XXXX. Exactly XXXX miles less than the allowable XXXX/year I have already paid for ( see attached Notice of Transfer and Release of Liability and Acknowledgment ) .ay know, the circumstances of the global pandemic have heavily impacted everyone and created a financial crisis for many, including me. This has caused many people to lose their jobs or earn a significantly lower income, and as a result, not be able to pay rent or other After many attempts to follow up and many telephone calls and emails, they denied my request. I received harassing letters in the mail every week demanding their payment. I called and they submitted a request for an adjustment and stated they would call me back and let me know if granted. No one called. I submitted negative experience remarks on my social media pages and someone finally called me and stated they could get the amount waived all together but instead I was told that they adjusted the amount to {$200.00} a month ago and I was not notified. Them not notifying me caused me unbelievable stress. \n\nNow I receive weekly demand for payment of {$200.00}. \n\nI want this waived all together for all the stress they caused me.
## 14 XX/XX/20 I gave my credit card information over phone to a car salesman at XXXX XXXX as a {$200.00} hold for 24 hours to decide if I wanted to come look at a particular vehicle. \n\nXX/XX/20 In less than 24 hours I have decided that it was car I did not want to pursue looking at XXXX XXXX is over three hours from my home in which I deemed too far to travel I notified the salesman at the dealership of my intent in which he said my deposit/ hold would be put back to my account This entire transaction took place over the phone nothing was signed or received by me I have no contractual obligation XX/XX/20 I have attached the response from the Citi stating it was resolved XX/XX/20 The charge was back on my account The representative at Citi Credit Cards was not very helpful
## 15 Applied for mortgage furlough under cares act during my covid unemployment. Based on the request payment stopped withholding for Month of XXXX, XXXX & XXXX. Since I went back to work from XXXX, I have requested the payment to start with back withholding. The mortgage company still didn't collect any payments as of today XX/XX/XXXX. I have called them many times, worked with their loan officer. Finally got a payment deferral agreement, signed and returned back last month. They are still not collecting any payments ( due date was XX/XX/XXXX ) and it destroyed my credit score. I have been requesting them to start payment since XXXX and its XXXX And they have not collected any payments yet. My fear is getting foreclosed by them. I hope I can get their attention through this complain to get it resolved.
## 16 Aspire Credit Card, Dispute Resolution, Trans Date Post Date Description of Transaction or Credit Amount XX/XX/20 XX/XX/20 XXXX XXXX XXXX XXXX/XXXX XXXX {$11.00} Payment Processing Reference Number : XXXX XXXX XXXX XXXX XX/XX/20 XX/XX/20 XXXX XXXX XXXX XXXX/XXXX XXXX {$74.00} XXXX TX XXXX Reference Number : XXXX Directly after seeing the credit card statement, I called the company to inform them that I did not make these two purchases. They immediately cancelled that card and sent a new one ( which is not activated ). They seemed to be helpful, and told me they were sending documents for me to complete and sign, The documents came later than it was dated, and I returned them shortly afterwards. I received a letter that claimed that the affidavit was not returned in a timely manner, and therefore hindered their investigation, making me responsible for payment of the transactions.
## 17 On XX/XX/2020, I contacted Freedom Mortgage to inquire about a possible refinance of my loan.I spoke with XXXX XXXX. In our conversation, we discussed my eligibility for a lower interest rate and pre-approval.I tentatively agreed to the terms provided over the phone by Mr. XXXX and inquired about the possibility of deferring 2 mortgage payments during the refinance process to assist with some expenses of the recent loss of a family member.Mr. XXXX advised that I could in fact defer those 2 payments if I got all the electronic documentation signed and returned in a timely manner.He stated that if all documents were returned timely that I could skip XXXX and XXXX mortgage payments and that I would be responsible for the refinanced XXXX payment to the new loan. \n\nThat evening, I received the beginning documentation for the refinance process. I reviewed the documents, signed them electronically, and returned them as instructed. \n\nOn XX/XX/XXXX, I received a form email that stated that Freedom Mortgage had all documents that were needed and If there were any changes I would be informed right away. \n\nOn XX/XX/XXXX, I received 2 emails that had loan documentation that needed electronic signatures. One email was for my signature and the other was for my wifes signature.Upon review of the documentation requesting my wife signature, it was noted that my wifes first name was misspelled.I made a call to Mr. XXXX regarding this matter and left a detailed message on his voicemail as he was not available at the time. \n\nA week elapsed and on XX/XX/XXXX, just when I planned to call again to check on the status of my refinance I was contacted via email by XXXX XXXX. She requested identification for my spouse to ensure accuracy of the documents and informed my that the next step was to get scheduled for closing. I sent her a scanned copy of my wifes drivers license as she requested. \n\nOn XX/XX/XXXX and XXXX I was contacted via email by Ms. XXXX. These were updates on status of my refinance.They basically stated that the title company was reviewing the documents and spelling change and that she would call to schedule closing. \n\nOn XX/XX/XXXX, I wrote an email to Ms. XXXX to get an update. No response was received from her until XX/XX/XXXX. \n\nOn XX/XX/XXXX, I spoke to XXXX at Freedom Mortgage. It was after general business hours and I was just trying to get an update on my refinance status. XXXX informed me that everything looked like it was progressing but timelines were trending a bit longer due to COVID-19. I was understanding and thanked her for the information. \n\nOn XX/XX/XXXX, I received an email response from Ms. XXXX. In that email, it was stated that, The title company is currently preparing the deed. I do apologize for the time frame. My manager has escalated the problem. And we are looking for all documents to be completed by the end of the week. I will follow up with you tomorrow. Thank you This was the last communication I received from Freedom Mortgage regarding my pending refinance. I did not feel the need to escalate this situation because I was informed that a manager was already aware and escalating the matter. \n\nOn XX/XX/XXXX, I contacted Freedom Mortgage as I was prepared to pay my XXXX mortgage bill as previously discussed with Mr. XXXX over two months prior and was informed that I was in a forbearance status and that my refinance was on hold. \n\nThis was a shock to me as I was never informed of this situation and did not agree to any forbearance plan.Any forbearance action on this loan was executed without my knowledge or approval.I was informed that if I wanted my refinance to continue that I would need to get the forbearance removed.I subsequently worked with a Customer Satisfaction Representative named XXXX ID # XXXX to start an investigation into this matter and work to remove the forbearance from my account. This action was completed as requested and may have additionally harmed my situation as I was informed after, that my refinance would not move forward until I have six months of on-time payments before my refinance would even be considered. Now, I lack the credit protections that forbearance provides as I try to navigate this complex and troubling situation. \n\nThe act of placing my loan in a forbearance without my knowledge has put me in a difficult and desperate financial situation as I now no longer qualify for refinance. I was misled about procedures and expectations at almost every turn and several calls that have been made to Freedom have gone unanswered and unreturned. This is unacceptable and no way to treat a veteran.
## 18 In XXXX I went to college took out students loans has some difficulty sometime paying them I was a divorced at that time I finished college since XXXX I have paid my loan on and according to jobs and job loses. Now here we are in XXXX. \n\nI borrowed XXXX XXXX paid back XXXX XXXX towards the loan paid back XXXX XXXX in interest and still owe XXXX XXXX plus more interest They started to garnish my pay take my taxes and that is when I tried to do bankruptcy I am now pulling out of bankruptcy because they can not discharge a student loan. \n\nIt is very unfair for a loan to to charge me over XXXX XXXX for a XXXX XXXX loan How can I go about getting involved in a class action suit against them taking advantage of me. They are nothing but predators, putting me deeper and deeper in debt when in reality, My loan has been paid off almost 2 times plus. I need some help
## 19 XX/XX/20 received a notice of late payment from Suntrust Bank XXXX TN. Called Suntrust XX/XX/20 This loan has been on auto payment since inception over three years ago. They have withdrawn payment on the sixth of the month every month since inception. On XX/XX/20 they did not withdraw funds and proceeded to send a late notice with fees. Customer service agent said it was my banks fault and I needed to pay. No offer to waive fee or correct their error of not drawing the funds. Also no information was given on credit reporting status.Asked for manager callback after XXXX XXXX CT. They called XXXX I was back at my job at XXXX XXXX and left message that started process all over again. Finally spoke to customer agent for online and said they closed my online account as innactive. They closed my online banking and never notified.
## 20 XXXX XXXX per the instructions of select portfolio servicing, the title company withheld {$250000.00} from the proceeds from the sale of my house. This money was wired to select portfolio serving for a loan with {$0.00} balance and {$35000.00} in the escrow account. At my insistence the money I DID NOT OWE was returned to the title company XX/XX/2020 - without releasing the lien. The title company resent the {$250000.00} as reflected in the pay off statement. XX/XX/2020 select portfolio again returned the money to alpha title the company that closed the buyers of my house. At this time I have no idea where the money is from my proceeds of the Sale of my house. I believe this lien is for a line of credit to which I never agreed, received no value nor have any access to use. WHERE IS THE {$250000.00} NO ONE GAVE ME? This money was literally STOLEN from my proceeds by select portfolio servicing.
## Company State ZIPcode Submittedvia
## 1 ECMC Group, Inc. NY 112XX Web
## 2 Michael Wayne Investment VA 234XX Web
## 3 Nelnet, Inc. AR 727XX Web
## 4 WELLS FARGO & COMPANY PA 189XX Web
## 5 HYUNDAI CAPITAL AMERICA IN 471XX Web
## 6 CITIBANK, N.A. TX 750XX Web
## 7 CITIBANK, N.A. AZ None Web
## 8 SYNCHRONY FINANCIAL TX None Web
## 9 WELLS FARGO & COMPANY MI 481XX Web
## 10 Westlake Services, LLC CA 945XX Web
## 11 Nelnet, Inc. CA 957XX Web
## 12 RoundPoint Mortgage Servicing Corporation TX 750XX Web
## 13 U.S. BANCORP CA 911XX Web
## 14 CITIBANK, N.A. NJ 080XX Web
## 15 Midwest Loan Services, Inc. MI 480XX Web
## 16 Atlanticus Services Corporation VA 234XX Web
## 17 Freedom Mortgage Company CA 930XX Web
## 18 American Student Assistance MA None Web
## 19 TRUIST FINANCIAL CORPORATION MN None Web
## 20 SELECT PORTFOLIO SERVICING, INC. MO 641XX Web