Date Received: 2022-11-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/22, I opened a checking account with US Bank and funded the account with an opening deposit of {$25.00} from my XXXX checking account. On XX/XX/22, I noticed two pending debits from my XXXX checking account for {$25.00} each. On XX/XX/22, the two debit transactions posted on my XXXX checking account, but there was only one posted credit of {$25.00} to my US Bank checking account. On XX/XX/22, I contacted US Bank to obtain an explanation of where the missing {$25.00} went and why they performed an unauthorized transaction. They did not have any answers for me and recommended I file a claim with XXXX XXXX. I was transferred to multiple departments and nobody could provide an explanation. I feel that US Bank has the funds, but did not post it to the correct account. The representative advising me to file a claim with XXXX XXXX is bad advice and just pure laziness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
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: Purchased XXXX XXXX XXXX in XXXXXXXX XXXX XXXXXXXX. Paid the vehicle off in XXXXXXXX XXXX XXXX. Called US Bank twice in the summer of XXXXXXXX to inquire about my title. Both times they said title was being released. As of XX/XX/XXXX had not received title. I called US Bank and they acknowledged they've had a paper copy of the title since XXXXXXXX XXXX XXXXXXXX and failed to forward the title to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 527XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: XXXX monitoring revealed that US Bank had opened an account for us. We have no relationship with US Bank, and XXXX told us to call them. When we did we were brushed aside as needing to call their fraud department. The representative, supposedly a " banker '', refused to take our information and phone number and have someone contact us. When we called a local phone # for US Bank in XXXX VA, we were told by a XXXX XXXX there to " XXXX for fraud contact information for US Bank '', that she evidently would not lift a finger to help. I will attach a file of the notification from XXXX, below.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: These entities have charged excessive fees and many in which I am unaware of or can not associate to any agreement. A report to IRS is being made to ensure each company is audited as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43227
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: U.S. Bank ( parent company : U.S. Bancorp ) is not responding to why my loan is delayed and not providing any schedule information. I applied to U.S. Bank for construction loan ( construction-to-mortgage ) and received pre-approval and approval - but then the loan was not issued. I am waiting .. waiting, but the loan never came. I've been approved- but have no loan. When you ask your banker or mortgage officer, they dont know what to say. When searching for the possible reasons for the banks behavior, you will immediately find that it is related to the subject of Mortgage Forbearance, which is a program offered to people who were struggling to make their mortgage payments during the Covid-19 Pandemic. They were allowed to delay their mortgage payments, some up to a year and others even up to 18 months, such that this obviously short-changed the banks revenue. Lack of mortgage payments to lending institutes means lack of replenished funds for new mortgages. But this all follows a schedule. It is even documented by HUD ( attachment ) how the Mortgage Forbearance periods will take place, with end of the forbearance period ending six months after the Covid-19 National Emergency ends. During XX/XX/XXXX, the Covid-19 pandemic was declared over ( President Biden ) . But the forbearance periods are actually staggered, such that many forbearance periods have ended months ago. Anyones new mortgage loan can be considered in the here and now, with the latest possible postponement to XX/XX/XXXX. I am applied with a construction loan which is typically one-third the amount of a regular mortgage. Certainly this follows a different schedule because if it is one-third the amount of a regular mortgage, the time flow could be rightly divided by three ( one-third the delay time ). But U.S. Bank is apparently not saying anything about the forbearance issue to anybody - not to customers nor informing bank managers nor loan officers. All you get is a blank stare from your banker. Why is everybody so left-in-the-dark and not informed why your loan is not being issued? This might be the reason : During the pandemic period, instead of delaying new loans- they loaned out. Instead of stating a normal delay to new mortgage customers, they loaned at the time of their request ( without knowing the consequences ). Right now the bank is so strained with forbearance periods and with the new loans they issued right in the middle of the forbearance periods. No wonder they are speechless ( stunned ). Therefore, Instead of a fair delay-schedule to all new mortgage customers, some people have their mortgage loans right now, while others will be delayed who knows how long?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank Home Mortgage made a change to the above account ( Account Information section ), related to the Second mortgage, and a XXXX XXXX XXXX. ( See attached XXXX ) I contacted US Bank Home Mortgage , directly , on XX/XX/22, and asked them to provide, in writing, what change US Bank Home Mortgage made to the account and why. I was told I would receive an emailed response from US Bank Home Mortgage by XX/XX/22. I did not receive a response and had to contact US Bank Home Mortgage again to request the status of my request. I contacted US Bank Home Mortgage again on XX/XX/22, and XXXX ( US Bank rep ) informed me that I would receive a response within the hour. I received an email from US Bank on XX/XX/22 that contained only a XXXX XXXX to Note. There was no direct explanation or detail as to why US Bank made the change to my account. I respectfully ask that your office investigate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Other service problem
Subissue:
Consumer Complaint: Re : debit card XXXX and my bank XXXX. Hello I have been with US bank all my life and was happy with them, u fortunately until recently facing a very bad experiences with their fraudulent department. In XXXX I was lured by the scammer to do XXXX XXXX, set up the XXXX apps to trade currency. After withdrawing over XXXX from my debit card which link to my bank I found out that the XXXX apps was fake, XXXX XXXX. I talked to US bank staff and got transferred to different staff in fraudulent department. The 3rd persona i spoke with by ther name of XXXX informed me that the provisional money got refunded back to my bank account.i need to delete the Whatever relating to this scammer and thst i need to go into the bank to close my account and open a new one. I followed her direction and have went into the bank to close my account in XXXX and opened a new one. I was thinking during this time that my bank have caught the scammer ( base on the us bank declined a {$40.00} wiring transfer due to red flag and suspicious of scam ) and they refunded the money to my bank. I later received a couple letters state my case is still under investigation in results of some kind of Protection?? I called the fraudulent depertment on several occasions to get an explanation and was told someone will call me back. They also told me that they have sent me a letter requesting me to provide information. After a week I haven't received the letter i called again and informed that they'll relay the message to the department to resend again. I also asked them to have someone call me back to give an explanation. After a month I received a message on my recorder from the guy by the name XXXX who said that all the evident they received, my driver license and personal information pointed to me that i was the one that withdrew the money. I tried to call back on several occasions but keep getting the message from staff that will relay the message to have someone call me back. I finally got a hold of the Investigator by the name of XXXX, instead of asking me how can he helps me or give me a chance to explain my case he went directly to say that it all pointed to me that i withdrew the money, my driver license and my personal information. After explaining my case coldly he didn't gave me an apologize for the errors that he did but in return and said there isn't anything he can do for me and this is the 3rd party. I asked him whats my rights as a customer since this is their errors which wasted my time, and asked to whom should i talk to discuss my case. The answer i received from him was there isn't anything they can do for me anyway toward the end it was me that withdrew the money I went into the local US branch Manager and talked to the guy by the name XXXX XXXX and gave him the information. He informed me that the debit card department is a separate department from him and he asked me to find the money to put back in my bank to prevent me from collections and extra fees. I was left in the dark and have no one to turn to. I am currently using my credit card to hire a private company by the name of XXXX XXXX to work on this case through XXXX and the scammer bank. I even filed a report through the scammer bank fraudulent department but got a reply that wa they cant work with third party and that i have to ask my bank for help. The bank can't help me, the fraudulent department didn't want to accept their errors. I am filing a complain against the US bank Debit cardmember Fraudulent department and their staff of incompetent staff, and negligent to their customer. I am seeking them and hold them accountable for the misinformation and delaying me from recovery my debt through XXXX and scammer. I called several times and left with hanging for a month waiting for an explanation, and the final results that was left on my recorder was unbelievable. Its all pointed to me that it was me withdrew the money, my driver license and personal information. My bank is now in a negative balance in amount of over $ XXXX. The bank have called me several time attempted to collect this debt. I have been banking with US bank all my life and was very happy with them, unfortunately until dealing with this fraudulent department staff. Due to their errors and on top of being scammed causing me tremendous emotional distress and lack of sleep. I can provide all evident later. Thanks for listening. 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: 981XX
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My dispute involves a missed payment reported by US Bank to the credit bureaus for a credit card, Account # XXXX XXXX XXXX XXXX. This credit card account was stolen in the XXXX XXXX XXXX and used to make significant unauthorized purchases overseas. US Bank never informed me of this. The card account was also set up for automatic payments. After discovering the fraud, I contacted US Bank. I was advised not to make any payments for the fraudulent purchases. The fraudulent purchases were reversed, and I was also advised that any resulting late fees regarding them would also be reversed. All of the fraudulent charges were reversed. I was issued a new card, and told all of the information would carry over to the new account. I have always used auto pay on all my accounts, which is why I have never missed or made a late payment. Despite being told auto pay would carry over to the new card, I noticed right after the due date in XXXX of XXXX that the payment did not process. I immediately made a one-time payment, and called customer service as to why it was not processed. The CSR representative acknowledged it was the fault of US Bank that the auto pay apparently did not transfer over. As part of this acknowledgment, all of the late fees and interest charges were refunded to my account, which is why my credit card account currently has a negative balance. Auto pay was then set up again. I was also assured that it would not be reported as late or missed to the credit bureaus. After dealing with this, I was not only surprised but angered that US Bank reported my account to the credit bureaus as having missed a payment. This caused my credit score to drop over XXXX points. I made a formal complaint to US Bank after filing complaints with the credit bureaus and no changes were made. US Bank then denied my request to have the late payment removed from my credit history with them, and thus with the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Im really not sure what more to say. There were two accounts, apparently opened with US Bank that do not belong to me. Nobodys denying the fact that the account somebody opened them. It just wasnt me. I have reported the identity theft to all three credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently obtained the American dream a few months ago and US bank has turned it into a nightmare. I was fortunate enough to close on my mortgage in XXXX and thats when my troubles started. I have been continuously given misinformation as to my first mortgage payment due date. Outlined below is how my ordeal unfolded. XX/XX/XXXX Signed into my online banking account to set up my mortgage payments to be paid online, noticed two accounts totaling over {$400.00}, XXXX. I called XXXX XXXX ; she is the agent who helped me with my loan. I explained to her that I went to set up my online mortgage payments and noticed two accounts, and asked did she know why there were two accounts? She couldnt tell me why but suggested that I go into a branch to make my first mortgage payment. XX/XX/XXXX I went into the US Bank branch located on XXXX and XXXX XXXX XXXX XXXX, IL to make my first mortgage payment that I thought was due XX/XX/XXXX per my closing documents. I walked up to the teller ( cant remember his name ) and explained to him that I was there to make a mortgage payment. He asked for my name, looked up my account and advised me that he could not take my mortgage payment due to the account being closed. I responded that I didnt understand as to why there were two accounts under my profile. He was unable to explain to me why and neither was he able to accept any payment into either account and advised me to speak to their mortgage loan agent who wouldnt be back in until Monday. XX/XX/XXXX Monday morning I reached the mortgage loan agent from the XXXX XXXX branch and she could not help me and advised that I call the person who originally helped me with my loan. I called XXXX XXXX and explained to her I went into the bank on Saturday to pay my first mortgage payment and was told that they could not take my payment because the account was closed. XXXX asked me to give her a moment to find out what was going on and she would call me back. XXXX called me back the same day and told me that that first account was indeed closed because they were setting up a new account which is why I saw the two accounts when I logged into my US Bank account. She stated that she was instructed that I not deposit any money into that account and that my first mortgage payment is now due XX/XX/XXXX. I asked if she was sure and why? XXXX explained that due to the XXXX down payment assistance program that I received it has to be added to the account. Later the week of the XXXX received a letter from US bank via the USPS stating that I have a new loan number and effective XX/XX/XXXX the servicing of my mortgage loan was being transferred. I noticed a total payment balance on the document and made my first call to the new servicer to inquire about the new loan and to ask what is that balance on the document. I was told to not worry about it and that my first mortgage payment is due XX/XX/XXXX. I asked if they were sure, and they reassured me ( I didnt think to get person name ). XX/XX/XXXX I get a text message stating my mortgage is due, I make another call to the new servicer and ask why am I getting this text message when I was told my first mortgage payment is not due until XX/XX/XXXX. Again, I was told basically the system has not made the update yet and to make my first payment on XX/XX/XXXX. XX/XX/XXXX I get another text message ; I call the new servicer again and was told make the first payment XX/XX/XXXX. XX/XX/XXXX I go online to make my first mortgage payment for the XX/XX/XXXX. The payment goes into the new account and next mortgage payment due date was XX/XX/XXXX. XXXX I went into my account to make sure everything was good and I see that my mortgage payment was moved from the new account into the old account that I was informed had been closed and to not put any payments in. I called the new servicer again. This time I started taking names. First, I spoke with XXXX, she was shocked at what happened and stated she couldnt understand why the payment was put into that old account and asked could she call me back while she investigates. XXXX called me back about 1 -2 hrs. later to tell me she is not sure why the money was placed in the old account but that she would transfer me to someone who could help me. I was transferred to XXXX. XXXX doesnt understand why the payment was placed into the old account and informed me she could do a reversal and put the money back into the correct account. She placed me on hold for a very long time and when she came back, she introduced XXXX from the escalation department and explained that she could better help me. XXXX, first told me that she could do a reversal, and placed me on hold for a long time. She returned and had a different story as to why the payment was placed into the old account. I was informed by XXXX that a letter was generated on XX/XX/XXXX and sent to me via mail informing me that my mortgage payment would go into the old account. I explained to XXXX that I had just paid my mortgage on XX/XX/XXXX so how was the letter sent to me? And that I had not yet received it in the mail and that XX/XX/XXXX was just 3 days ago. I asked XXXX if she could explain how I could walk into a US bank branch and be told that they could not take my payment because the account was closed? And then to be told by several other US bank employees the account was closed and not to make a payment until XXXX. How does my payment go into a closed account? And now she is telling me that I still need to pay XXXX mortgage. I told XXXX I paid XXXX mortgage as I was instructed to do and then she added XXXX to the call from the collections department. I asked why is XXXX on the phone from collections? At that point I was tired of the back and forth and asked if I could speak with a manager. She informed me that she was the manager and so I asked XXXX if she could start an investigation as to why I was told one thing and another happened. In the meantime, I called XXXX XXXX to explain what is happening and she said that payment should not have gone into the old account and that she would inform her manager as to what was happening and that maybe she could help. XXXX I called US bank new servicer to inquire if the investigation was opened by XXXX and it was not. I then spoke with XXXX who stated that she initiated an investigation and that she also called the XXXX XXXX branch manager to have her start an investigation within the branch to ascertain why my payment was not taken the day I came into the branch. I am thoroughly frustrated at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A