Date Received: 2023-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have US Bank service my VA loan. I've had the loan serviced since about XX/XX/XXXX. The past two escrow accounts ( for years XXXX & XXXX ) have been calculated WRONG. The first time ( yr XXXX ), there was a surplus balance of {$4500.00} and the second time ( yr XXXX, there is a balance of {$4900.00}. This year XXXX, US bank stated that there is a {$9200.00} escrow account shortage which raised my payment SIGNIFICANTLY. I believe, this year, the calculations would not be as projected by US Bank similarly as previous years were also appears to be calculated WRONG. US Bank sent an " Annual Escrow Account Disclosure Statement '' that is very cryptic and hard to interpret. There are MANY numbers and tables for me to fully and correctly understand. I called several times without any success for me to fully understand. For instance : I'm willing to pay year XXXX balance that I owe for {$4900.00} ( refer to item A in the submitted document ) before XX/XX/XXXX ; US Bank will collect {$8600.00} on XX/XX/XXXX ( refer to item B in the submitted document ) ; US Bank will pay {$540.00} for Hazardous Insurance ( refer to item C in submitted doc ) & {$8100.00} for Property Taxes ( refer to item D in submitted doc ). If I do calculations ( as best understood ) on the " Annual Escrow Account Disclosure Statement '', US Bank will pay {$8600.00} for property taxes and insurance ( which would cover all my dues for yr XXXX ). If I pay my previous balance of {$4900.00}, the escrow account of {$9200.00} would results to be {$4300.00} which appears to be reflected on such statement ( refer to item F in submitted doc ). If I add items A & F, the escrow " shortage '' appears to be reflected of {$9200.00}. SO ( first scenario ) : If I add the collected taxes ( D ) and insurance ( C ) for {$8600.00} If I pay the required balance ( F ) of {$4300.00} The total would be ( after item A payment ) {$12000.00} WHEREAS ( second scenario ) : US Bank states that the Shortage ( after item A payment ) is {$4300.00} ( item F ) US bank will collect ( item E ) {$8600.00} Totaling {$12000.00} US bank appears to calculate dues for yr XXXX for {$12000.00}. WHERE it appears that my yr XXXX dues are {$8600.00}. THERE is a difference of {$4300.00}. THIS difference balance is affecting my new payment for year XXXX. I'm not an expert or well informed on mortgages, but I find it conflicting that US bank set the terms and does not allow the customer to make other possible arrangements ( based on RESPA Regulations ) to pay the dues - in a worst case scenario and assuming I don't pay my taxes, US bank would repo the property and not necessary the county. To conclude, based on the history on WRONG escrow accounts for yrs XXXX, I believe yr XXXX is also WRONG.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/XXXX : Contacted cardmember service at ELAN with the number provided on my credit report. They passed me to " XXXX '' She does not see any card number associated in their card services department. They handle companies like, " XXXX XXXX XXXX XXXX She does not have record of a card number in my name or my social. Please remove this from my credit report. Here is the info on my XXXX Credit Report today : -- -- -- -- -- -- -- -- -- -- -- - ELAN FINL SVCS This account is currently under dispute under dispute Account info Account name ELAN FINL SVCS Also known as ELAN FINANCIAL SERVICE Account number XXXX Account type Credit Card Responsibility Authorized user Date opened XX/XX/XXXX Status Open/Never late. Status updated XX/XX/XXXX Balance {$14000.00} Balance updated XX/XX/XXXX Recent payment {$47000.00} Monthly payment {$42.00} Credit limit {$25000.00} Highest balance {$18000.00} Terms NA Payment history XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Current on payments Balance history XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX Additional info Between XXXX XXXX and XX/XX/XXXX, your credit limit/high balance was {$25000.00} Contact info : Phone number ( XXXX ) XXXX Address XXXX XXXX XXXX XXXX XXXX, MO XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: i filed disputes with all three reporting cos also call the credit card i filed with you last my 3 scores jumped up XXXX and showed the credit paid off XXXX 2023 then today i get an alert on my phone trans just dropped my score XXXX points for the increase on my credit card i went online and loged in still XXXX balance then i called and ask why trans is showing {$350.00} bal they said it wasent them the i filled out another disupet i asked trans where the hell they get there information from to fix it now!!! i cant belive this goes on every month i am trying to buy a house and no bank will tuch me iam XXXX this year pull my report are they hacked please help this is not fair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened up a us bank checking account some few months ago. As I was a nearly 10 year old credit card holder and in good standing with us bank I didnt think twice about doing so. I opened the account, funded the account with funds I transferred into the us bank account from my XXXX XXXX bank account. The funds were deposited and made available to me shortly after. It was around this time that us bank and its financial or authentication department questioned my accounts validity and the identification of the account holder, placing a hold on both my checking account and the credit card I had with them. I use the word had with them as they cancelled and closed my long standing and in good status credit card account without due process and without regard to my long time good credit relationship with the bank. As a result causing and still having adverse effects on my credit report for a considered old account to the credit bureaus being closed and by the banks doing caused very negative consequences on ones report and will for a long time! This is absolutely unacceptable! I must have called in and attempted to clear this bank inquiry up several times, no less then 7 or 8 times. Every time I was met by a representative who know no more then the first day I called to resolve problem. Even a bank supervisor XXXX who assured me everything was cleared on their end that she was able while she had me on hold for 35 min, she came back on the phone to say all has been cleared.I asked XXXX, what did I do to cause this, I dont want this to happen again and she couldnt say specifically what i did but that all has been rectified. I hung up, no more then an hour later on that same day I try to use the cc and it was declined with a red box that said this cc has been closed! That was over 30 days ago, you can imagine my anxiety and dismay I experienced after that. It has gotten me no where, everything they demand, i produce, including going into their us bank branch to furnish identification. I did so, with my U.S. passport, my U.S. drivers license, a lease of where I recently moved to, and nothing! Their department too busy or uninterested with assisting their own bank representative here in XXXX California who took my information in the bank and forwarded it to them, and who promised he would get it taken care of. And several days later, nothing. This is unacceptable as I said already, but at this point Unlawful holding of a customers funds in their care. I AM FED UP WITH THIS TREATMENT AND AM READY TO TAKE TO TASK By any means I have to US BANK AND NO DOUBT, it will be your less then urgent approach your organization and its partners will do in relation to this matter that I will also seek legal counsel on! I can not believe that the bank has this kind of overreach in the absolute and lawless ability to hold a persons rights to their on funds at the banks whim for as long as they wish without repercussions! Its no wonder why decentralized means, crypto currencies etc, are very real alternatives for ones financial needs being a real possibility in the near future is because of these very unorthodox liberties these bank institutions think they can get away with without responsibility or accountability. Im reporting this very incident to other very interested parties in this space as this and many other discrepancies caused or implemented by the Us financial institutions monopolies have gone too far, for far too long and the citizens are, like myself, are so fed up with it! I can not believe that the bank has this kind of overreach in the absolute and lawless ability to hold a persons rights to their on funds at the banks whim for as long as they wish without repercussions! Its no wonder why decentralized means, crypto currencies etc, are very real alternatives for ones financial needs being a real possibility in the near future is because of these very unorthodox liberties these bank institutions think they can get away with without responsibility or accountability. Im reporting this very incident to other very interested parties in this space as this and many other discrepancies caused or implemented by the Us financial institutions monopolies have gone too far, for far too long and the citizens are, like myself, are so fed up with it!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit report act this creditor has violated my rights. Under 15 USC 1681 section 602 states I have a right to privacy 15 USC 1681 section 604A section 2 It also states that a consumer credit report agency can not furnish an account without my written instructions. Under 15 USC 1666B, a creditor may not treat a payment on a credit card account under an open and consumer account as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I most recently had to dispute a credit card charge back in XXXX of XXXX with Fulton Bank/Elan Financial from a company called XXXXXXXX XXXX for an amount of approximately {$450.00} because I had cancelled the order with the merchant and the merchant accidentally sent the item out in error. After contacting the merchant they instructed me to simply refuse the package and have it returned to them via the same carrier. I did exactly as instructed. Elan Financial who handles disputed charges as well as fraud charges were the ones to handle this case. I just got in the mail a letter stating that they were taking away the temporary credit from my account and re-charging me for the purchase. Informing me that the merchant had responded to the charge dispute and that they could no longer help me. I immediately called my bank which is Fulton who transferred me over to Elan 's dispute/fraud department and a gentleman by the name of XXXX took my call. He was nothing more than abusive and rude. He refused to answer my questions about trying to get my dispute case reopened and was dismissive when I tried to explain that their dispute case worker did not follow the proper Visa/Mastercard rules and regulations giving me the opportunity to respond to the merchant documents and photographs in a written rebuttal form so that the case could continue. He became increasingly erratic in his behavior causing me increasing frustration. He then started yelling into the phone over talking me like a XXXX year old child so I had no alternative but to hang up on him. I asked him to transfer me to his supervisor/manager for assistance and he basically said sorry the buck stops here buddy and there's noone to transfer you to. Out of frustration I had no alternative because of his rude and abusive behavior but to hang up. I then phoned back hoping against all hope someone with a brain cell in their head would answer and I could continue the conversation rationally unfortunately this did not come to fruition. When I called back the person in customer service explained that there had been a block placed on my account and at that point was shocked and confused and was quickly transferred into a que which I guess may have been their security que because XXXX the gentleman from the previous phone call had placed a security/fraud block on the account because from what I was able to ascertain he arbitrarily without merit blocked the account due to the fact that he thought I was not the cardholder????? I was so upset and confused at this point. I was put through a litany of questions like what is your sister 's name and on and on and on before the representative said she could remove the block. It appears that this gentleman by the name of XXXX just placed this block on my account out of spite and it had nothing to do with identifying myself because this was done through the banks automated system and then for a second time through customer service before the call was even transferred to him at the beginning of this conversation. From that point forward it just got more bizarre from customer service representatives to the dispute/fraud department it seemed like every time I would call someone XXXX would slap a fraud block on the account claiming they didn't think I was the card holder which was absolute XXXX XXXX. Once in a while I would get someone who seemingly wanted to listen to me but nothing constructive ever came out of the conversation. It always ended up where the representative in the dispute/fraud department would say you will have to speak to the case worker directly and they won't be able to contact you for 24 to 72 hours. In my opinion this was absolutely ridiculous and unacceptable. When someone finally got around to calling me early on Thursday morning of the XXXX of XX/XX/XXXX they had to catch me at the grocery store and I didn't want to have to discuss my credit card dispute issues in front of the grocery store bagger/clerk so the woman left a message for me to call back. It's unclear whether she was the actual case worker or someone calling on their behalf but she said that I needed to call back to provide more information about the dispute for their department to continue their investigation so when I got home from the store I called Fulton who transferred me to the dispute/fraud department and they said that the message the woman left on my account was nothing like the message she left on my voice mail. They informed me that the dispute case was closed and that there was nothing they could do. I asked to speak to the woman who left the message and when she was messaged by the department they came back and said to me " she can't talk to you now '' We will have to request another call back which will take an additional 24 to 72 hours for her to return your call. After numerous calls and feeling so emotionally and physically drained from all of the aggravation I was left feeling humiliated that the Elan representatives continually played cruel games by blocking my account without merit and then not providing me with any reasonable or acceptable form of customer service to assist me with my dispute resolution. An absolute MESS!!!!! I telephoned my brother who is an attorney the situation with Fulton/Elan Financial and he was absolutely horrified as to how I was being treated and demanded I close the account and that if need be he would intervene from a legal standpoint. I called Fulton and requested they close the account on Thursday night XX/XX/XXXX around XXXX. I spoke to a woman by the name of XXXX XXXX or XXXX XXXX I'm not sure exactly of her name and then her direct supervisor XXXX who confirmed the account closure and that it would appear on my credit report as account closed by account holder. Today which is the XXXX of XX/XX/XXXX I made the decision that I would take the issue to my local Fulton Branch and sit down with one of their branch managers and see what kind of magic they could perform in getting the representatives over at Elan to move on this disputed charge problem and actually get something done. I hate to report that the call was just as much of a mess as all the ones I made myself from my cell phone at home. The branch manager called them and explained to them that her name was XXXX and what branch she was calling from and her position and a synopsis of the situation to the representative and the first thing they said to her was to ask me if a woman had been calling in to Fulton on my account and I said no and evidently there was still some block on my account. I explained that yes I had a high voice but no woman was trying to access my account that I was the only one calling them and had verified the account up and down over the last few days. They had no reason not to believe I wasn't who I said I was. The branch manager had my drivers license as well as my credit card and I would of been happy to provide her whatever information she needed but Fulton/Elan Financial didn't seem to care why the branch was calling and the only information the branch manager was able to get out of the dispute charge/fraud department was that I would simply have to wait for the dispute case worker to call me with the 24 to 72 hour time frame that there was absolutely nothing anyone could do. The branch manager got absolutely nowhere and I am absolutely disgusted with this financial institution. When you can't even get any kind of help or assistance with your credit card and people constantly doubting who you are after you've verified everything but the kitchen sink is absolutely rediculous and absurd. Imagine just for a moment how absolutely degrading it is for a cardholder to keep hearing that the financial institution in which you've had a relationship with for the last 6 years keeps telling you that you're not who you actually are even after you verify and verify and verify. Fulton/Elan have worn down my spirit and have made or have attempted to make me feel absolutely worthless. I'm glad I closed the account they are disgusting, rude and abusive individuals and I needed to separate myself out from them because I simply couldn't deal with the aggravation any longer. The experience was making me physically sick. At this point I'm still waiting for that call from the case worker about the chargeback dispute and how I can move forward because I don't like the feeling of having to pay for something I don't have. Lastly I would like to make a comment about the photographs the merchant in which this dispute is against which is XXXX XXXX is that they are simply fraud plain and simple as is their statement to Visa in response to this dispute. They state the box is not their box that was " refused '' and shipped back to them but the photo clearly shows the XXXX label attached to the box so clearly the box is theirs as is the label because all tracking documents and numbers from XXXX XXXX XXXX match. It's their box but they claim it's not. They are liars. They said that they don't use that kind of packing tape but the tape on the box is security tape with a security feature that if the box is opened that it would clearly show that the box was opened and tampered. The merchant never claims the tape was tampered with or the box was opened and if it was XXXX would have caught it and refused to ship it back because the seal would have been broken and would not have shipped it back to the company. They are liars in this regard. It's their packing tape. As for the 3rd photo showing some foreign substance in a bag which they claim was in the box is clearly fabricated. If the box was never opened and the security tape breached noone could have inserted something else in the box and state that the item which was a doll was missing from the box. None of it made any sense to me and the merchant is trying to commit fraud by submitting photos which simply don't hold water. Maybe the chargeback case worker was duped into believing it but you can clearly see and I would clearly be able to refute the merchant 's response and I shouldn't have to pay for something I don't have but the dispute department seems to have dug their heels in and they don't want to give me the opportunity to respond and saying it's my problem and that they can't do anything to help me. A complete joke of a department if you ask me. I though someone initially told me that a gentleman by the name of XXXX was handling the dispute case and a while back I remember talking to him and remember how he would go on and on over the phone bragging to me how he was so proud of the success rate he had with his chargeback dispute cases and that he rarely looses well in this case if the department 's case worker won't even give the cardholder a chance to respond and rebut or refute the merchant 's fraudulent evidence then how do I stand a chance to win my money back over an item I don't even have?. I expect quick and expeditious action on the part of Fulton/Elan Financial services executive offices/CEO to reach out in kindness and apologize for all the XXXX XXXX and XXXX who have clearly chosen to make my life a living XXXX over the last week and make sure the dispute/fraud department reopens my dispute case so I can send a written rebuttal to the case and have the case continue to work its way through the Visa card system because as I stated earlier I'm not paying for something I don't have. Lastly I'm just so disappointed in this financial institution. Noone deserves to be treated like I've been treated. It's a wonder this bank working along side their 3rd party Elan Financial has any patrons at all and I gather from all the online complaints I'm not the only one having problems with Elan Financial Services. Thank your time and consideration in this matter and I look forward to hearing from you quickly as this is most like a time sensitive matter. CC : FULTON BANK
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account deposited two checks from another bank and was told my money would be available the next business day. I got a temporary debit card while I wait for the regular one to come but even after I activated the card it wouldnt work call the customer service number was told I had to wait 45 days for my money to be available and that the card should be activated. Went into the branch and was told that my money would be available for use XX/XX/23 it wasnt and the card still isnt working. I need to get my prescription filled but cant afford it because the bank wont give me my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I received a US Bank credit card flyer to apply for a credit card inthe month of XX/XX/2023, I applied for that and it was rejected, it was a credit card offer for zero percent interest for 15 months. Ihave attached the rejection letter in this complaint. now I havereceived another US Bank credit card flyer to apply for a creditcard which is giving the {$500.00} cashback if we spend {$4500.00} in150 days. I also made a complaint regarding this to the CFPB, Ihave n't received a response yet. I need to know if I will beapproved for the credit card this time, because I don't want mycredit scroee to go low why did you send me a flyer of credit card when your intention was not to approve it, you are just taking my information and selling it to your affiliates. And why after rejecting my first credit card you sent to me a second flyer to apply? US Bank is very lousy, I already spoke with XXXX regarding this two days ago and still no action has been taken, I am really dissapointed with US Bank services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: I had two XXXX CDs with State Farm Bank. State Farm bank formed an alliance with US Bank. In that alliance the bank products at State Farm were sent then sent to US bank. The two XXXX CDs that I have then incurred a {$30.00} per year fee. They also now have a {$35.00} fee to transfer the funds to another institution. I am a State Farm agent, I opened these accounts, and these fees did not exist. I am told these fees were disclosed on the transfer. I have done my research on the State Farm side and see not information on XXXX accounts. When I asked why I learned that in the alliance Coverdells are no longer sold. Hence there is no info on fees. In addition, the customer facing information for state farm customer in the alliance is to go to US bank 's mobile site. On their mobile site they do not disclose fees. When I asked why there are no fees on the mobile site when accounts are renewed or transferred out I learned from XXXX XXXX, the alliance coordinator from US bank that the clients should go to the full desktop site to see fees. That would be fine and good if State Farm did not instruct clients to go to the mobile site. This information gap cost me {$65.00} per CD on XXXX 's that earned under {$10.00} for the several years I had them. I also am having a hard time closing one. The SS # streamed over from XXXX to US bank is inaccurate so I have spent over 45 days waiting for the funds which still have not been released. I was told I would get forms to correct it. The forms were never sent. I did receive IRA distribution forms, not coverdell forms and no forms for SS updates. I am a registered rep, a 17 year state farm agent, a XXXX, XXXX, XXXX, XXXX. I am embarrassed I am the person who sold and serviced these accounts and have no access to accurate information on fee structures. The XXXX training info was last updated XX/XX/22 it is marked for internal use only so I can not provide it but it clearly states to send clients to the US bank mobile site which does not disclose fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I are in the last stages of refinancing our home in North Carolina. We are working with United Trust Bank for the refinancing. Back in XXXX of XXXX we did a loan modification through U.S. Bank, due to XXXX XXXX and being out of work. Everything was going well with the loan modification until we got to the title. Our loan payoff amount is {$120000.00} and the modification or partial pay is {$41000.00}. The payoff we received from U.S. Bank matched those numbers exactly. When the title company did a search on the title, they found that the VA was also on the title as a possible lien holder, and it looked like a double payment of {$41000.00} plus the {$120000.00} was due. We contacted the VA and were told that they never approved this action. They also commented that U.S. Bank had sent them the paperwork twice, but it was sent back because it was incomplete and never received anything more from U.S. Bank. U. S. Bank anticipated approval from the VA and went ahead with the title recording. We have contacted the bank numerous times with no luck in getting this removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28025
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A