Date Received: 2023-03-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX XXXX XXXX I redeemed {$10000.00} ( face value ) in U.S. EE savings bonds. After scanning the bonds, the teller informed me that I'd be receiving {$39000.00} in total for interest and principal. She also told me this money had to be deposited in my U.S. bank account for the transaction to be completed and I agreed. I thought the total was a little high but who was I to question the computer system and a trained teller. Well later that day, I received a call from the same teller informing me that a mistake had been made ( by the scanner ) and that she'd get back to me to let me know by how much. I didn't hear anything so on Thursday, XX/XX/ I went back to the branch in XXXX and spoke to the manager. He said he was aware of the problem and that my guesstimate of the overpayment was probably correct. Again, I asked for a phone call and written confirmation of what went wrong and how much I should have received for the bonds. The next day I found out when looking at my U.S. Bank App that {$18000.00} had been taken out of my account. Other than the initial phone call and the in-branch discussion, I never received a verbal or written explanation of what went wrong. To make matters worse, on XXXX XXXX XXXX, U.S. Bank withdrew an additional {$18000.00} from my account without notifying me! I didn't realize the money was missing until Thursday, XX/XX/ but called the XXXX branch as soon as I found out. Again I spoke with the XXXX and he said he'd look into it and call me back the same day. Well he didn't call me back but to his credit he managed to correct the error immediately. I called U.S. Bank customer service on XX/XX/ and filed a complaint. Soon after I received a survey for that call and I attached an email similar to the one you are reading now dated XXXX XXXX XXXX I followed up with another call to customer service on XX/XX/ and the gentleman said my complaint had been forwarded to the XXXX branch manager and he was in the process of mailing me a letter that day. Well it's XX/XX/ and I have yet to hear from anyone at U.S. Bank!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90640
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: This ELAN FINANCIAL SERVICES account I do not recognize the account the way its reporting to all three major credit agencies XXXX, XXXX, & XXXX it does not meet the fair credit reporting act regulations. The payment status, the payment history, the past due balance, current balance, date opened, date last active,, the date of first delinquency are not correct and in some instances they are completely missing. How is this accurate reporting? Please can we do a proper investigation and fix this to reflect it in the proper picture of my credit report worthiness. I currently have multiple disputes with all three credit agencies regarding this account I uploaded photos the account in question. My rights as a consumer are being violated under 15 U.S. Code 1666b Timing of payments 15 U.S. Code 1681i ( 5 ) removal of inaccurate/ invalidated credit information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US bank without my consent withdrew extra money from my account. They also claimed that they paid taxes on XXXX but it was not paid until the XXXX XXXX XXXX which I ended up requiring a late fee. I was told and have a voicemail that they will pay the late fee and will return the money that was illegally taken from my account ( 233.88 ) dollars on XX/XX/XXXX. Now that this point this should have been resolved. However instead of returning the XXXX dollars back to my account. They took it back again. At this point they illegally took XXXX dollars from my escrow with out my consent. The second type they withdrew it was labeled as mortgage disbursement and the first time it was labeled as tax disbursement they never sent money anywhere. On XX/XX/XXXX, they took another XXXX labeled as mortgage disbursement. This should not be the case. They illegally took money from my account. And it seems that they are taking money out of my escrow as a mortgage disbursement. This looks like https : XXXX Violations for this complaint : Charging consumers unauthorized amounts. Our report found that, in some cases, mortgage servicers overcharged borrowers for services or added fees outside of their loan terms, including for home inspections and Broker Price Opinions. Misrepresenting mortgage loan transactions and payment history in online accounts. Examiners found that servicers provided inaccurate descriptions of payments and transaction information, which may have misled borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20886
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I called US Bank to close my checking account on XX/XX/2023, and there was remaining balance of {$1500.00}. The customer service assistant told me that I would receive a check in around a week. After around 1 month without seeing the check, I called US Bank again to check the status on XX/XX/2023. I talked with them for over 2 hours and and was told that they had already sent the check around a week after the account closure. I trust USPS service in my area because I never miss a letter in over 3 years. I also searched online, there are several victims who have exactly the same experience with me, and some of them still have not got the money back yet. Consequently, I believe there must be some issue on US Bank side.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98033
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I closed on my mortgage with US Bank. It was clearly understood that my wife was to be added to the deed but not the mortgage itself. During the closing, my wife noticed that she was not listed on the deed. Our mortgage representative was present and asked XXXX XXXX to verify this was on the work order, which it was. The person closing on the mortgage refused to stop the closing because the sellers of the property had " already been waiting too long ''. My wife was not comfortable with this and requested that the deed be prepared correctly especially considering this was a fee we had paid for. They refused. Our mortgage representative continued to tell us that once we received the Warranty Deed in the mail, take it to our county Assessors office and Quit Claim Deed to make the changes. My wife has been a XXXX XXXXXXXX for XXXX years so she knew right away this was against US Bank 's policy and doing so cause them to accelerate our mortgage. The mortgage rep insisted that we continue with the closing and she assured us we would not have any issues but continued to wink her eye and say quote " but you didn't hear it from me ''. For the next couple of weeks my wife continued to contact our representative who refused to help in any way and told us as long as we make the payments after the Quit Claim Deed, we won't have to worry about anything. My wife told her many times that she has read the mortgage in it's entirety and it clearly states that if any changes were made US Bank holds the rights to accelerate. My wife contacted US Bank on at least 6 occasions asking for help without success. We finally visited XXXX different branches and was not able to get help from anyone. As of XX/XX/XXXX, US Bank still does not hold the title to my home and they have no idea who to contact or how to get the title. On XXXX XXXX XXXX my wife scheduled our first payment to be processed on XX/XX/XXXX rather than waiting until XX/XX/XXXX when the first payment was contractually scheduled, in order to avoid accruing unnecessary interest. US Bank lost the payment, refused to help locate the payment until XXXX weeks later. My wife was able to learn that US Bank opened a second mortgage account under my name, applied the payment to that account, and subsequently closed that account. Each time my wife would contact the mortgage department, she was told they would reverse the payment and post it effective XX/XX/XXXX as instructed. This was never completed. It was reversed and posted again in mid XXXX, after another XXXX hour phone call, it was reversed and then posted around XX/XX/XXXX. We visited a branch XXXX minutes away and were told by XXXX XXXX that she didn't want to get involved because she was transferring to a different department in a week and didn't want to worry about following up and told us to come back the next day to speak with the branch XXXX. I took yet another day off of work and we met with the branch XXXX who was absolutely no help at all. He refused to make a single phone call or try to contact anyone with the mortgage department and told us his hands were tied. I took yet another day off of work to visit a different branch the next day. We spoke with XXXX XXXX who assured us he would take care of everything with the exception of helping us with getting my wife added to the deed and told us to do the same thing our mortgage representative did and have a Quit Claim Deed filed and we would have to pay for it. When we told him we were not going to risk having our mortgage accelerated. To which he replied the same as the others, " as long as you make your payments, you'll be ok ''. My wife was extremely angry and we thought it best to leave. We were in the process of cashing a few checks and making another mortgage payment and XXXX approached us and said the mortgage department was going to reverse the payment and post it correctly but the best they could do was XX/XX/XXXX rather than the XXXX. We agreed to that. To date, this has not been corrected and US Bank refuses to do so. They have reported to the IRS that payment was made in XXXX causing us to receive tax notices from the IRS. The payment still stands posted effective XX/XX/XXXX. I have provided US Bank with a financial power of attorney given to my wife and signed an authorization letter giving her the right to speak on my behalf in any and all capacity regarding this mortgage. We received a confirmation letter yet US Bank still refuses to speak with her, stating the authorization is not on file. I applied for a line of credit XXXX weeks ago and was denied due to a low credit score. We were puzzled and couldn't figure out why as my score was XXXX when I signed for the mortgage. My wife contacted US Bank on XX/XX/XXXX to make our monthly payment. The representative continued to refuse the payment and refuse to speak to my wife so she added me to the call to give my authorization. The representative told us that she was not able to process the payment as the mortgage has been charged off as a bad debt. After an hour of going on and on with her she told us that the mortgage account that was opened without my knowledge was marked charged off and was reported to my credit file which absolutely explains why my credit score is now XXXX. We asked when that account was charged off and we were told it was charged off on XX/XX/XXXX when our new mortgage was opened. We explained that we closed on our mortgage on XX/XX/XXXX but her records show it was not opened until XX/XX/XXXX. After quite some time, she was able to override her system and accept the payment, posting it to the correct mortgage. When we asked about the title we were told that US Bank still does not hold the title to our home and they were having trouble getting it from the county in which we reside. I asked what would happen if we pay the house off that day, how would we get the title to which she replied " I'm not sure, you'll have to take that up with your county ''. US Bank has not only destroyed my credit, but I am stuck in a mortgage for a house I will never own because no one seems to know where the title is, we were put into an FHA loan with assistance from XXXX and in our contract it states the XXXX grant is forgiven after XXXX years however we have learned it's actually 10 years and we are not permitted to sell or refinance without severe penalties and also we would be responsible for the XXXX XXXX. We also learned our mortgage was closed without having any insurance on our home. State Farm, our insurance company for many years, contacted my wife asking questions about the property. It was then we learned that an inspection was not completed by State Farm to properly have the policy underwritten meaning we resided in our home for over a month without insurance. Our escrow is approximately {$1700.00} annually for insurance however now that the policy is effective it's {$120.00} less yet it is calculated in our monthly payment at the {$1700.00}. US Bank told us we would not have our payment lowered accordingly nor would we receive the {$120.00} refund annually. Upon investigation, we have learned that US Bank has recently been fined in the millions for opening accounts in customer ( XXXX ) names without their knowledge as well as lines of credit, deposit accounts, credit cards and loan accounts and I am now a victim of their fraudulent activities. I am not in the best of health so my wife is in constant worry that if something were to happen to me, she has zero rights to our home as they required her to relinquish her homestead rights but it was agreed upon she be added to the deed but since that did not happen and US Bank refuses to rectify this, she would immediately be forced to vacate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called for loan level information which included my loan number. US Bank despite asking for my name, address, zip code, telephone number, full social security number, they refused to provide the loan number over the phone. They also refused to send me a statement via email as they required an additional piece of information which was a card number which I did not have. When asked to speak with a manager the team member told me that they wouldn't be able to help me, and I had to advise the team member that refusing to allow me to speak to manager could be illegal. I did speak with a manager who advised me that a new statement would be mailed to me on XX/XX/XXXX but I still could not receive the loan number any other way. US Bank continued to encourage me to setup an online account however each time I did that it would error out. They've made it incredibly difficult for me to not only to access my loan but also difficult to pay my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50317
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a HUD XXXX XXXX working on behalf of the borrowers. They contacted me because the primary borrower has had a XXXX and has XXXX and can not communicate and they are behind on their payments. His wife has been trying to reach out to the lender, US Bank, about their HELOC that they are behind on due to her husband 's medical condition. While she is on the mortgage and the title, she apparently is not on the note so US Bank won't talk to her. I have sent in our authorization, signed by primary and his wife, to US Bank but they will not acknowledge the receipt of it. So, essentially we can not communicate with the lender in any way and this couple faces foreclosure at the end of the month. They may be able to reinstate or apply for a workout option, but without being able to communicate about the loan, there is no solution. I have faxed in the authorization to the known fax number for loss mitigation, 3 times, beginning on XX/XX/XXXX, again on XX/XX/XXXX to another number I was given, and again on XX/XX/XXXX and XX/XX/XXXX to the main fax. I have also emailed it to the contact given to me by US Bank, XXXX, on XX/XX/XXXX and 2 more times on XX/XX/XXXX. All times the faxes and emails show successful receipt by US Bank. Today on the phone with them, the first rep told me the system was down and now the second one gave me another email to try and send it to. Last week, they sent me to 3 different departments and gave me a different email to send the release to, and the week before that they gave me 2 different fax numbers to use. I have faxed, emailed and called every number given, and they still say there is no auth on file. This elderly couple will lose their home all because US Bank can not properly upload and utilize a release of information from a HUD Certified Agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XXXX : The banker suggested opening a business triple cash credit card for {$500.00} after spending {$4500.00} within the first 150 days and I opened US bank XXXX XXXX XXXX Credit Card with promotion of {$500.00}. The banker went over every detail regarding this credit card and promotion. XXXX : I finished my spending more than {$4500.00} in XXXX months. XXXX : I visited branch where I opened account to ask my bonus and I was told by another banker that everything looks good and I need to wait. XXXX : I still haven't received my bonus and I called customer service and I was told that I need to visit the branch and I visited the branch again and the banker who opened my account was not there any more. XXXX : I still haven't received my {$500.00} bonus yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US Bank has provided an very uneven and inconsistent experience with providing funds availability on business checks. Ive been a US Bank business banking customer for many years and Ive experienced very different funds availability over the years. Several times, including a recent event, Ive deposited a client check into a business banking account and US Bank has held the funds for significantly longer periods than appear to be justified. I have been a US Bank consumer customer for over XXXX decades and a business customer since XXXX, with a strong record, so there would appear to be little reason to suspect concerns on any specific deposit. On XX/XX/XXXX, I deposited a check via the US Bank mobile app. Upon making the mobile deposit, US Bank did not indicate any funds holding and the account available balance promptly reflected the deposit. It was the next day when I returned to the account that all deposit funds had been placed on hold. There are several reasons to be concerned by US Banks handling of this deposit. US Bank policy indicates that {$220.00} will be made available immediately, but that hasnt happened. See attachments with screen shots of the deposit date ( XX/XX/XXXX ) and availability as of today ( XX/XX/XXXX ). On XX/XX/XXXX, I spoke with a spoke with a US Bank rep and she could not provide specific details about the reason for the hold on funds. She did provide some general details about hold periods, but not specific to this deposit. The US Bank rep referred me to a department she referred to as eFraud department. Upon calling that department, a US Bank rep informed me the fraud department did not place a hold on these funds and the rep didnt know why a support rep referred me to them. Since the beginning of XXXX, I have deposited thirteen ( 13 ) checks from this same client and their same bank. Of those deposits, twelve ( 12 ) deposits were greater than {$5000.00}. None of those deposits incurred any difficulties in collection. Thus, the current deposit would not seem to merit any additional concerns about collectability. In reviewing Compliance with Regulation CC on the Federal Reserves guidance webpage ( https : //www.federalreserve.gov/pubs/regcc/regcc.htm ), Im concerned about US Banks adherence to regulation, at least in spirit even if not in any violation of the letter of the regulations. Below, I list regulatory expectations and comments about how US Banks actions. Regulation CC requires that financial institutions provide customers who have a transaction account with disclosures stating when their funds will be available for withdrawal. o While US Bank might have provided its terms previously and they might have them somewhere on their website, on XX/XX/XXXX, I asked a customer support rep to either send me the funds availability policy or provide a link to find them on the website. As of XX/XX/XXXX, I have not yet been provided the requested information. The institution is required to establish procedures to ensure that it complies with the requirements of Regulation CC and to provide a copy of these procedures to all employees who perform duties affected by the regulation. o XXXX XX/XX/XXXX, I contact US Bank customer support to get an explanation for the hold on my deposit. The rep had a general understanding of the funds availability policy, but was unable to provide details specific to my deposit or provide specific details regarding my questions about alternative deposit options. Regulation CC requires that financial institutions include a notice of funds availability. o Upon making the mobile deposit, US Bank did not indicate any funds holding and the account available balance promptly reflected the deposit. It was the next day when I returned to the account that all deposit funds had been placed on hold. I had no reason to question or take a screen shot the prior day, so I do not have documentary evidence, but US Banks systems would show the deposit history and when funds were placed on hold. o The funds were deposited on XX/XX/XXXX. As of today, XX/XX/XXXX, I have not received any notification, either through electronic communications or traditional mail, regarding any hold or funds availability timing. For checks of types not discussed above, funds generally must be made available in accordance with a schedule specified in Regulation CC. That schedule differentiates between " local '' or " nonlocal '' checks. Since there is now only one Reserve Bank check-processing region, however, there are no longer any " nonlocal '' checks for purposes of Regulation CC. Funds from local checks must be made available by the second business day following the day of deposit. o With the deposit on Tues, XX/XX/XXXX, the second business day following the deposit would be Thurs, XX/XX/XXXX. As of today, XX/XX/XXXX, none of the funds are yet available. The Expedited Funds Availability Act requires the first {$200.00} of a deposit that is not already subject to next-day availability to be made available by the first business day following the day of deposit. o With the deposit on Tues, XX/XX/XXXX, at least {$200.00} should have been available on XX/XX/XXXX. As of today, XX/XX/XXXX, none of the funds are yet available. If [ the institution ] decide to hold funds beyond the period specified in your institution 's general availability policy, you must give the customer a notice at the time of the deposit explaining why the funds are being held and when they will be available. If the deposit is not made in person to an employee of your institution or if you decide to extend the time when deposited funds will be made available after the deposit has been made, you must mail or deliver the notice to the customer not later than the first business day after the banking day on which the deposit is made. o The funds were deposited on XX/XX/XXXX. As of today, XX/XX/XXXX, I have not received any notification, either through electronic communications or traditional mail, regarding any hold or funds availability timing. Regulation CC permits financial institutions to delay, for a " reasonable period of time. '' Elegible exceptions exist. Any amount exceeding {$5000.00} may be held. Your institution must make the first {$5000.00} of the deposit available for withdrawal. o The deposit was made on Tues, XX/XX/XXXX. As of today, XX/XX/XXXX, none of the funds are yet available. Reasonable cause to doubt the collectibility of a check : Doubtful collectibility may exist for postdated checks, checks dated more than six months earlier, and checks that the paying institution has said it will not honor. The general criterion for doubting collectibility is " the existence of facts that would cause a well-grounded belief in the mind of a reasonable person '' that the check is uncollectible. o None of these conditions are present. Since early XXXX, we have made at least ten deposits Deposits into accounts of new customers ( open for less than 30 days ) : Next-day availability applies only to cash, electronic payments, and the first {$5000.00} of any other next-day items. o I have been a consumer customer for over XXXX decades and a business customer since XXXX, thus a new customer exception does not exist. Please review the case history, feel free to request any additional information or clarifications, and have US Bank explain their actions. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43054
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USBank XXXX XXXX XXXX account for my business issued checks from bank and info on these transactions is being sent via email to a former business partner without my consent. They wont correct the email on their end. I have asked for a formal investigation with no response. They want me to cancel bill pay and redo but I want them to fix this on their end. When former business partner left 4 yrs ago we closed business account and each opened up our own separate accounts on different days with our own personal information provided. This former business partner thought her account was hacked when she received info on checks she did not issue. She recognized a vendor of mine last month and sent me a text of an email she received. The bank claims to not know how this happened and says they cant fix it in their end. I want a formal investigation and reassurance that this has been corrected and what they are doing to prevent it from happening again
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A