Date Received: 2022-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We submitted a Mortgage Assistance Application to the US Bank Home Mortgage on XX/XX/XXXX due to the financial hardship we had been experiencing and we were still being affected by the XXXX XXXX. My spouse 's work hours had not increased which continued to cause reduction in his pay. The US Bank approved the application and presented us with a Trial Period Plan ( TPP ) that included a loan modification and partial claim agreement dated XX/XX/XXXX. After reading the TPP, on XX/XX/XXXX we appealed the TPP because there were so many discrepancies. Here are the questions that we needed answers : XXXX ) Why is the delinquent interest listed so much {$4500.00}? Isn't the interest included in the delinquent mortgage payments? XXXX ) Why are all the available partial claim funds, {$29000.00} listed as the partial claim amount when the delinquent payment amount was only {$6500.00}, XX/XX/XXXX thru XX/XX/XXXX? XXXX ) Why are the additional 6 months XX/XX/XXXX thru XX/XX/XXXX included in the partial claim if we are required to continue to make modified payments after the 3 month trial period ends? XXXX ) If we are required to continue to make modified mortgage payments after the 3 month trial period ends, why is the first payment start date listed as XX/XX/XXXX? XXXX ) The TPP breakdown shows delinquent payments added into the unpaid principal balance which brought the account current, why are the additional 5 months XX/XX/XXXX thru XX/XX/XXXX totaling 9 months including the 4 month delinquent XX/XX/XXXX thru XX/XX/XXXX added into the partial claim amount and processing time? In addition to our questions the appeal letter stated that the modified payment was lower than our current payment and it is not. New modified payment amount was {$1700.00} ; our current payment amount was {$1600.00} ; modified interest rate was 6.000 % ; current interest rate is 3.125 %. The US Bank denied our appeal request and sent letters to answer all the questions and concerns we had about the TPP. In the letters were a calculated breakdown of the new modified loan and partial claim amounts. In our opinion, the letters were lot of bank jargon which didn't make any sense. ( see US Bank letter dated XX/XX/XXXX and XX/XX/XXXX ). After our appeal was denied in good faith we made 2 TPP payments. We opt out of the program on XX/XX/XXXX when the third payment was due because of the many discrepancies and we had not received any written new loan modification and partial claim agreement documents from the US Bank. On XX/XX/XXXX we received a letter from the US Bank that our customer assistance option had been revoked due to noncompliance with the terms required ; XX/XX/XXXX we contacted our Relationship Manager XXXX XXXX mail inquiring of the foreclosure prevention option and requested a principal deferment or to use our available partial claim funds to bring the account current since the previous option had been revoked ; XX/XX/XXXX we received a US Bank letter that they were initiating foreclosure actions and the account had been referred to their attorney ; XX/XX/XXXX we sent the US Bank a copy of the HUD approved counseling agency review which they had recommended that we do. The review included FHA foreclosure prevention options. XXXX of those option was a partial claim. We requested our available partial claim funds, {$29000.00} to be used to bring the account current. The delinquent amount is {$11000.00} ; XX/XX/XXXX we received a letter from the US Bank that they had received our Customer Assistance Application and determined the application was incomplete and requested additional information due no later than XX/XX/XXXX ; XX/XX/XXXX we received 3 letters from XXXX XXXX, XXXX informing us that " the property is in foreclosure as a result of the owner 's default. Within 60 to 90 days, the title to the property is expected to be transferred to the US Bank National Association ; XX/XX/XXXX we emailed the additional information to XXXX. as requested. The US Bank requested this information prior to initiating the foreclosure activities. What was a simple solution turned into chaos because the US Bank was abusing and misusing our available partial claim funds. The thought of losing our home is very, very overwhelming. The attached file will show letters and documents sent to us from the US Bank to solidify our complaint. Our home market value is currently {$340000.00} ; the unpaid principal balance is {$190000.00} ; there are no other liens on the property other than HUD. Yes, I would want the title to the property too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I received an automatic email alert of address change to my by US Bank account on XX/XX/2022. The change was made by an unauthorized actor, who is unknown to me, and who has access to some private information of mine. I called US Bank, if I recall correctly, the same day I got the alert. I was asked to go in person to a branch to present my ID and have my address reverted to the original. On XX/XX/2022 ( almost XXXX days later ) I received an identical address-change email alert, and a separate email alert indicating that my credit card was reported stolen. Neither action was conducted by me or anyone authorized ( like they didn't do anything after the first time to prevent a repeat ). I called US Bank cardmember services XXXX min after I got the stolen card alert and I was explained that a new credit card was requested be sent to the new address. After undoing that request and changing back my address, I tried to get an explanation and an assurance that no unauthorized actor would ever be able to change my address again. I didn't get a concrete assurance other than them having " flagged '' my account and put notes for future operators to perform additional checks in case any future address change request comes. I also asked whether they were going to do anything about the perpetrator. They have the ability to file a criminal report and provide the information that the perpetrator left behind, like address and phone number. Prints of the referenced alerts have been attached to this report.
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: 2022-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I notified my financial Institution, U.S. Bank, that i had lost a debit card back in XXXX XXXX XXXX. U.S. Bank cancelled the card and issued a new card. I alerted merchants of my new card that I had set up recurring payments with except I forgot one, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX In XXXX, on or about the XXXX of the month, while reconciling my checking account, I noticed a {$230.00} charge from XXXX XXXX XXXX. I called them and asked what the charge was for. They stated, my card they had on file was declined and in XXXX, they stated that U.S. Bank notified them of my new card so, the merchant charged me for four months of membership fees. I asked for a reversal, they agreed and, i asked to close my account, they agreed, fortunately. I then contact U.S. Bank to ask them how and why they gave my new card information when i did not authorize them to do so. I asked them if they were using a product/service called, " XXXX Account Updater Service ''. They said ( and I quote ), " We can neither confirm nor deny that we use that service ''. I replied that I was concerned about identity theft because a financial institution is supposed to only update merchants of new card information where the card has expired, not where the card has been reported lost or stollen. They would not tell me if they gave the merchant my information. I mentioned that I use the service in the course of my business at my employer and that I was knowledgeable of the rules surrounding updating merchants and that they were violating the rules. I asked to speak to a supervisor. They instead took my number and have never called me back. I also complained to US Bank 's customer service portal on their website and have received no response. U.S. Bank is releasing XXXX data, debit card information, to merchants without the knowledge or consent of its customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 96080
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX US Bank increased my escrow withholding {$980.00} each month ( {$11000.00} per year ) My total increase in Home Equity Insurance and Property for the same period increased {$690.00} XX/XX/XXXX US Bank erroneously projected a low balance of {$4400.00} based on incorrect calculation of my home owner 's insurance {$100.00} XX/XX/XXXX XXXX XXXX XXXX withholds {$3800.00} as prepaid Home Owner 's Insurance XX/XX/XXXX US Bank Increased " Required Low Balance '' to {$2700.00} a 38 % increase from XX/XX/XXXX XX/XX/XXXX US Bank fails to abide by the XXXX XXXX stipulation " The sale of your mortgage loan to XXXX XXXX does not affect ANY TERM, payment or condition of the mortgage " by raising my " escrow unreasonably to usurious amount XX/XX/XXXX US Bank demands payment of {$700.00} to drop them from paying my own property taxes and homeowner 's insurance also failing to abide by XXXX XXXX XXXX XXXX Agreement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02043
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Someone opened a fraudulent account with my personal information in XX/XX/2019 for the amount of {$720.00}. I sent out documents to credit bureaus with this fraudulent account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: I did multiple international wire transfers with US Bank and provided all the corrected information. The beneficiaries never received the money since the transaction was rejected by their banks. US Bank has started XXXX business cases stating that the bank needs to reject the transactions which they already did. The banks do not receive in local currency XXXX XXXX XXXX XXXX XXXX ) and also the amount is not allowed. US Bank sent in local XXXXXXXX XXXXy in XXXX. I have all receipts, documents and support documentation. US Bank does not provide update, answers my phone calls and do not take any actions. This was my life savings over $ XXXX for a purchase of a XXXX XXXX XXXXXXXX. I am desperate since they do not provide any support which they mentioned to me to be the safest way to transfer large amounts of money. They treat me with despair like a I am a second class citizen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55378
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have inquiries on my credit report that I didnt authorize and never authorized for them to pull my credit report XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98408
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
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: On XX/XX/XXXX I paid for a one way flight from XXXX, XXXX to XXXX XXXX with my credit card through the third party XXXX The confirmation number is XXXX. The amount paid was {$120.00}. The travel date and time was for XX/XX/XXXX @ XXXX to XXXX. The company that I would have been traveling with was XXXX XXXX. On XX/XX/XXXX while I was already in XXXX, XXXX, I received a message from XXXX XXXX stating that my flight was canceled and rescheduled for a later time. The new date and time would have been for XX/XX/XXXX @ XXXX to XXXX. This was unacceptable. I did not book reservations for this time as 1 : I have XXXX of flying at night. 2 : I already had pre-planned engagements already paid for on that particular day in XXXX, XXXX. 3 : I was not planning to spend my entire birthday ( XX/XX/XXXX ) in XXXX, XXXX especially without any pre-paid accommodations. This flight would have completely inconvenienced the remaining of my trip had I complied by their sudden last minute change. I decided to take a train to XXXX, XXXX on the morning of XX/XX/XXXX instead. I did not check-in for the XXXX flight and I also requested via email for a full refund from XXXX and have called XXXX at least on 6 different occasions to request a full refund. I have literally been calling XXXX since getting the email on XX/XX/XXXX to explain that this new time was not convenient for me. I have repeatedly asked for a refund and I am repeatedly being told they will investigate the matter. I have the email informing the company XXXX to cancel the flight and I am quite sure all parties can see that I never checked in for the flight. XXXX is stating I need to contact the third party company that I went through ( XXXX ) but they are really giving me a hard time to receive my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19141
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is a complaint to follow up with my previous complaint number XXXX I am adding to that complaint to further explain my frustration with USBank. When you pick a bank out of all the banks you have the expectation that they will respect your privacy and rights as a customer. The Electronic Funds Transfer Act ensures that if the fund transfer is " unauthorized '' the bank has to correct any errors within one day from confirming the error, this includes refunding the money taken without authorization. It was confirmed to be via phone that the charge is confirmed fraud. Such a large charge should have NEVER been allowed to be removed from my account. The bank recognized it as suspicious activity by immediately locking my account, but never stopping the transfer. USBank should be responsible for always monitoring transactions especially ones they recognized as fraud. Banks show that they care about their customers by not allowing transfers that are considered unusual or suspicious to be authorized. A person committing fraud is not the customer 's fault. The Bank to solve these issues must 1. Promptly investigate the reported errors AND report its findings withing three business days of completing the investigation. I still as I'm writing this complaint have no idea why the bank has both denied my request, while also admitting the transfer was fraudulent. Even if the bank believed the money transferred was authorized by me it is their burden to prove that. I am writing this complaint to further my investigation of this. The bank claims that its out of their hands, but what's actually happening is illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68106
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello this is XXXX XXXX and my account is locked and ive tried multiple times to get it unlocked to no prevail. My account was locked after i deposited XXXX in cash into the atm and im requesting my account be closed and a cashiers check mailed to me. ive had an awful experience with this bank and its support and fraud team not being helpful at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 52804
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A