Date Received: 2023-06-07
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: In XXXX I bought a new XXXX. US Bank offered me some incentives if I financed a part of the purchase price. As such I financed {$42000.00}. I made one payment and paid off the loan in XXXX of XXXX. I did not realize that US Bank didnt remove their lien until the next year. I contacted them and they said they would send me a notarized lien release. I never received it. When I called again I found that they sent it to the wrong address. Since then I have been trying to get the lien release. Since XXXX I have called them and they have told me they will file an electronic lien release. After waiting to get my duplicate pink without the lien I went to XXXX. They said they never received it. Since XXXX of XXXX I have called the bank over XXXX times. They then told me there was a hold on my title. I personally went to XXXX and they said that is false. I have emailed, written, called US Bank all without success. My last call was last week when I was told that they were escalating my claim to another department, but refused to give me anyone I could call. I tried to sell my car so I can buy a new car and cant. I got a XXXX offer in XXXX of XXXX for {$54000.00}. As of today the offer is only {$44000.00}. I took money out of my investments to buy a new car but now I have TWO cars with nowhere to put them. HELP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am writing to express my concern that US Bank is not being properly regulated. There appears to be incompetence, poor governance, and poor data controls.I was recently denied a mortgage ( refinance ) with the following explanation under the heading, Principal Reason for Credit Denial, " Status of Prior U.S. Bank accounts '' .This surprised me, as to the best of my recollection I briefly opened a savings account at US bank a long time ago ( I have subsequently learned from US bank employee XXXX XXXX that it was in 2012 ), to set aside some fundsfor home repairs. I then closed that account, probably after a few months. This was so long ago, I barely remember it at all. Yet apparently it was the reason for my credit to be denied.What is of even greater concern is the management of my personal data. When I attempted to find out about this account and why it caused my credit to be denied, none of theUS bank employees I contacted could find any record of my account at all. I spoke to my local branch ( where I had opened the account ) ; someone at the collections department ; XXXX who was at Customer Service headquarters ; XXXX XXXX ; and XXXX XXXX, the MortgageOperations Manager in Missouri. XXXX XXXX contacted the underwriter to inquire on my behalf, but got no information. Eventually his boss, XXXX XXXX, was able to find out that the account was from 2012, but could gather no further information as to how or why this influenced my credit denial. Each of these representatives of US Bank indicated to me that they had never before heard of asimilar situation.I am deeply troubled as to how and why the underwriter has access to account information from more than 10 years ago, that nobody from the bank appears to know anything about, and that I myself am unable to access. Where are my records, and who has access to them? Finally, it seems like negligence to me, that after US Bank approached me to offer me this mortgage, they did not contact me to notify me of the denial. All of the loan officers I dealtwith disappeared, and failed to respond to my attempts to contact them. I eventually found someone else at US Bank who was able to investigate, and he informed me that the loan had been denied -- this was subsequently confirmed via a denial letter. Surely this violates the basic principles of good governance for a financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was gifted a Visa Gift Card for {$100.00}, purchased from XXXX, which makes it a Kroger Gift Card and I believe it was issued by US Bank Gift Card. In contacting the number on the back of the card, the representatives are unwilling to give me the exact information. The phone number on the back of the card is XXXX. When I originally opened the gift card to register it online, I discovered I was unable to register the card. So I then called the gift card company to report this problem. They told me the gift card was already registered, which was a shock to me since I had just opened the card. This happened on XXXX. I was told to fax ( fax # is XXXX XXXX XXXX ) a copy of the card, as well as my driver 's license. I did this and and when following up was told I needed to resend my driver 's license. I re-faxed everything on XXXX. I then called to check the status of the case, and was now told that I needed to provide a copy of the receipt. As this was a gift I didn't have the receipt, but was told that I needed to ask the people who gifted it to me to get me the receipt. In so many words, I was told by a supervisor of the gift card company that this process is designed to make it difficult on the victim so as to weed out people who might be lying. After all this the original purchaser then went to the grocery store where it was purchased and asked the manager to pull up the receipt. It was eventually emailed on XXXX. I am in the process of faxing everything again, plus the receipt. I called the gift card company to see if there was a way to avoid having to fax everything as this was costing me money and time every time I needed to send correspondence. They said no. So far, along with the {$100.00} gift card, plus {$5.00} processing fee, I've spent {$11.00} in photocopies and faxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am writing to express my deep dissatisfaction with the service and lack of information provided by US Bank and travel insurance department regarding my recent claim for flight ticket reimbursement. I believe that the handling of my case was highly unprofessional and did not meet the expected standards of customer service. On XX/XX/2023, I made a payment of {$690.00} for flight tickets scheduled for an XX/XX/XXXX trip to XXXX XXXX. Unfortunately, on XX/XX/XXXX, my child fell ill and developed a fever. Realizing that we would be unable to travel, I promptly contacted US Bank customer service on the same day to inquire about travel insurance coverage. Regrettably, I was transferred multiple times, and none of the representatives I spoke to were able to provide clear information regarding the policy or the necessary steps for filing a claim. After enduring this frustrating experience for two hours, I reluctantly gave up. As my child 's condition did not improve by XX/XX/XXXX, we were unable to make the trip, resulting in the cancellation of our tickets. Determined to pursue my claim, I made another attempt to contact your travel insurance department and was eventually transferred to a phone number associated with Visa. However, all I reached was a message box, where I left a detailed message explaining my situation. On XX/XX/2023, I missed a call from the visa insurance company. Upon returning the call, I encountered the same message box and received no call back despite leaving my contact information. Frustrated by the lack of response, I took it upon myself to follow up on my case after a week had passed. It was only then that I managed to find a link online to file my claim. However, my claim was subsequently denied due to the absence of a doctor 's statement. While I understand that my claim was denied in accordance with the policy, I fail to comprehend why US Bank and the travel insurance department failed to provide clear information regarding the policy for over ten days. It is disheartening to see that your institution denied a customer 's claim based on a seemingly undisclosed policy. As a loyal customer, I expected transparency and prompt assistance in understanding the terms and conditions of the insurance coverage. I kindly request a thorough investigation into this matter and a reconsideration of my claim based on the circumstances outlined above. Additionally, I urge us bank to review your customer service protocols and ensure that the representatives possess the necessary knowledge and resources to handle inquiries related to travel insurance. It is imperative that customers feel supported and informed when seeking assistance in situations like mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: US bank bought out XXXX Bank. I had an account with XXXX and was only a signer on my mothers US Bank account. Once the merger happened, all XXXX accounts ( XXXX checking and XXXX savings ) show up as my account so when I use the atm, I dont know which is really my account. If I were a signer on a patients account that I help, as an example, Im sure he wouldnt want to be sharing the details of his account with me! Im a XXXX not her account owner. I had my own sign in for XXXX and I never had a personal account with US bank. As an addition XXXX years ago when I tried to get change at a small US Bank in a store, they wouldnt give me change because I didnt bank with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a repeat of complaint XXXX as my mortgage was sold back to US Bank on XX/XX/XXXX and they are now threatening default while ignoring the fraud they committed that started this whole debacle in the first place. I missed payments from XXXX - XXXX of XXXX. US Bank ( USB ) called and offered to put those four payments at the end of my mortgage if I made 3 payments XX/XX/XXXX - XX/XX/XXXX. They then sent me a loan modification ( not what they offered ) and sold my mortgage ( end of XXXX? ) to XXXX XXXX XXXXXXXX ( XXXX ). I made the payments ( one to US Bank, then XXXX to XXXX ) but refused to accept the loan mod as it added 14 years to my mortgage term. While trying to figure out what went wrong, XXXX XXXX XXXX then sold my mortgage to XXXX XXXX XXXX XXXX XXXX XXXX / XXXX ( XX/XX/XXXX? ). I then spent many more months trying to figure out what was going wrong. XXXX then offered me a loan mod if I made 3 payment XX/XX/XXXX - XX/XX/XXXX. Fatigued from the delay I accepted and made the payments. They then rejected the loan mod in XXXX, probably because interest rates had risen and they couldn't offer a monthly payment commensurate with my existing XXXX XXXX mortgage per the rules. Frustrated with being run around I called a HUD counselor ( XX/XX/XXXX ) who explained that US Bank likely tried to illegally transition me from the " payment deferral '' they offered to a " loan modification '' because their HELOC would be moved from 2nd to 3rd position, thereby increasing their risk. Wanting to hide their mistake, they then sold my mortgage to obfuscate matters. My new loan information is : US Bank mortgage account number is XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have 4x scheduled transfers through USBank every month, with 2x scheduled transfers going from USBank to XXXX XXXX in the amount of {$4700.00} ( twice monthly ) and 2x scheduled transfers going from USBank to XXXXXXXX XXXX in the amount of {$500.00}. Repeatedly, and without prior notice, these transfers did not occur. I have spoken to 2x USBank managers and their IT helpdesk. Nobody at USBank wants to own this and certainly hasn't made any meaningful attempt to solve this. Most recently, I was told to contact the business relationship manager. Here was his latest response to me : Unfortunately, this falls out of my scope of practice. I have opened multiple tickets with IT and nothing gets fixed. I am making a formal complaint, I can provide multiple emails of the course of months ( since XX/XX/2023 ) showing where the transfers sometimes go through and sometimes do not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX bank to US bank merger, all online systems are unusable and customer support is useless. this is causing me to have to resort to payments via credit card from another company which is, in turn, causing me to have to pay additional fees. A quick look at their XXXX page reveals a huge number of customers with the same issues. Apparently, customer service is clueless or grossly understaffed, telling people to wait 4-7 hours for a callback. I can not get the link, but one such post contains the title, " Joining U.S. Bank from XXXX XXXX? Mobile and online banking new enrollment is not quite ready. Were working quickly to give you access. Thank you for your patience. '' The user comments can be viewed there. I also received a credit card to activate, which was, as expected, unsuccessful. When attempting to log on to the US Bank site at which I had previously registered, my username was disabled, no doubt due to some glitch in their system. This merger as it is called, happened on XX/XX/2023. Why wait for our enemies to cripple our financial systems when our own institutions are doing it just fine?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Original Complaint : I made an external transfer to US Bank from XXXX of {$3000.00} on XX/XX/XXXX to a business checking account. It was supposed to arrive on XX/XX/XXXX. US Bank closed my account on XX/XX/XXXX because I made an opening deposit that was rejected due to insufficient funds ( I put in the wrong account information ). This is why I tried to make the secondary {$3000.00} transfer to cover the opening deposit. I have contacted US Bank three times regarding this matter and they said it should have been returned since the account was closed. It's been XXXX weeks, no money. On their banking website, the status shows returned. I contacted XXXX twice and they said there is nothing they can do since they haven't gotten the return from US Bank and to contact them. I am tired of being given the runaround and just want my money back. -- - This is my second complaint to CFPB. My money is still missing! I got a letter from US Bank that they could not locate a record of the transaction and closed my case. I contacted XXXX again and they told me to contact US Bank again. From XXXX : On our end, the transaction was delivered successfully to them. It's just that in this case the money went out of XXXX and it's on their end the issue. Spray Number : XXXX Transaction Trace Number : XXXX Transaction # : XXXX US BANK TRANSFER TRANSFER Transaction ID : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89521
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have been constantly ignored and neglected. I waited a month for debit card and had to pay outside sources, in which I was immediately threatened my bank would cancel it. Most problems were in XXXX XXXX women attacking me a XXXX XXXX woman, and threatening to immediately close my debit card. And, their staff is not only causing internal fraud on my account, but intentionally mistreating me so I react. I am really sick about bank doing said activity to make me phone them as good things happen when I phone. So, they are bleeding me for time and money, and making what seems like victimization in their own very mentally ill mixed up design to humiliate me. Which mostly I feel is an immature and discriminatory act their causing as their desire for respect and special treatment for problems their causing. I mean how XXXX are these people to breach fiduciary duty and not care for less fortunate human beings. Their animals, not people and their abusive in power and their responsibilities. I am not a victim, I am just smart enough to know what their front end is doing is illegal. US Bank is who institution is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80209
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A