Date Received: 2022-08-20
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: This complaint is a new complaint, and its issues stem directly from CFPB Complaints IDs XXXX and XXXX. Please reference those CFPB Complaint IDs in responding to this new complaint. I received a paper check from the Minnesota Department of Revenue, made payable to " Estate of XXXX XXXX XXXX, '' who is my deceased husband and a former joint account holder on the checking account referenced in this complaint. For security purposes, I have uploaded only a copy of the envelope of the check. Because XXXX is deceased and no longer a joint account holder on checking account XXXX, I had concerns about depositing this check since the check is not made payable directly to me. Per my conversation with XXXX XXXX XXXX of U.S. Bank on XX/XX/XXXX and her e-mail to me on XX/XX/XXXX, XXXX coerced me and relegated me to using U.S. Bank 's Wealth Management call center, who XXXX XXXX says `` This team handles many servicing requests for our Wealth Management Clients such as wires, account inquiries, ordering checks etc. '' On XX/XX/XXXX at approximately XXXX XXXX XXXXXXXX XXXX and XXXX XXXX. XXXX. I called the Wealth Management banking center to inquire on how to properly deposit this check and avoid any potential flags of fraud or risk on my account, since the check is not made payable directly to me but instead is made payable to my deceased husband. On those three, separate calls, I was not able to reach a live agent because U.S. Bank Wealth Management 's phone system could not transfer me to a live agent, it told me there was a 25-minute hold or hung up completely on me. As a result, I still do not have any answer on how to properly and accurately deposit this check, because XXXX XXXX and her team -- XXXX XXXX XXXX XXXX and XXXX XXXX XXXX -- have retaliated against and discriminated against me for making good-faith complaints about them to regulatory bodies for their conduct ; for XXXX XXXX 's failure to invest my money ; and for XXXX XXXX deliberately refusing to work with me for the same retaliatory, discriminatory reasons. I am unable to deposit the check until I have a definitive answer on whether or not depositing it may create fraud or risk issues ; if I had a Private Client Banker assigned to me, who was initially XXXX XXXX, I would not be in this burdensome, financially difficult position -- a position created by XXXX XXXX and her team that has now cost me the ability to deposit funds into my own checking account. XXXX XXXX 's actions and her team 's actions have now proven, in tangible form, to have treated me differently than other customers who did not make good-faith regulatory complaints against them. Additionally, unrelated to the deposit of the check, I received in a more than {$150000.00} deposit on XXXX XXXX, and I have reached out to US Bank Corp Investments ' call center to find a financial advisor to help me invest this money, as mentioned previously in the above-mentioned CFPB complaint IDs. The soonest I can receive any financial advisory to speak, someone who doesn't know me or my specific financial situation, is not until XXXX, XXXX XXXX. Until then, XXXX XXXX and her team 's coercive, discriminatory and retaliatory actions have cost me tangible financial loss in the way of being unable to deposit funds nor invest the most recent deposit of more than {$150000.00}, which brings my total portfolio value to nearly {$330000.00}. I have attached an e-mail I received from one of US Bank Corp 's call center financial consultants concerning the availability of a potentially new financial advisor to assist in investing my money -- money that's sitting uninvested and potentially losing money as a direct result of XXXX XXXX and her team.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Hello, my name is XXXX XXXX XXXX XXXXAm XXXX XXXX XXXX and i was given the US bank focus card by my boss and they payed me there but as soon as i was paid money was use from my account about XXXX something and i called the US bank focus card to dispute the transcation and please replace my card .they said i had to wait 5 days before i can dispute the transcript i said ok but they order a new card for me on the XX/XX/2022 and told me to wait for 7 to 10 days to get my card i said ok .On the 6th day i called them to ask about my card the lady said and told them i had to pay for my fees at my XXXX school and i had my dads birthday coming up i need to use the money in the card .she check her system and told me to wait Ill receive it the next day, I waited, I didnt receive it the next day i called on the 8 day they told me I cant receive cards on weekends I would have to wait till Monday Ill receive it on Monday didnt receive it on Monday, called them on Tuesday they said Ill receive it by the end of the day they kept of lying to me till today the XXXX of XXXX and still havent started my school yet .I called them today and still kept me hanging. They are very decitful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27545
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home and paid off the mortgage XX/XX/XXXX. No form was provided to change the address for an escrow refund I didn't know I would receive. They sent a check XX/XX/XXXX in the mail to my paid off home that they knew I sold. By XX/XX/XXXX it was not forwarded, and all attempts to change my address prior to that were unsuccessful, so I called. Address got changed and I asked them to re-issue the check. The rep asked her supervisor if she could put a rush on it and they approved it, so she said I'd receive the check NLT XX/XX/XXXX. I did not receive it, so I called. The same XXXX canceled the rush and the re-issue XX/XX/XXXX. I asked that since it would be into XXXX, well beyond XXXX days since the initial check was mailed and not received, that they again approve to overnight the check- this is not a small check, it's {$1300.00}. They assured me it would be overnighted XX/XX/XXXX. I am on the phone with them because they were supposed to send me a tracking number and I did not receive it. Once again I am being told they mailed the check in regular mail and denied the request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 735XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I fell victim to a scam via XXXX money sharing app through US Bank mobile. Within minutes of being scammed, I reported the incident to US Bank, who acknowledged that it was scam well known to their fraud department. I was told in writing that my claim was denied by US Bank, despite having reported the scam. Having banked with US Bank for nearly a decade, my banking habits should be well documented and it should have caused a red flag that I would send {$3000.00} to someone out of state using a method of operation that is known as fraudulent activity by US Bank fraud dept. US Bank shows that the transaction was authorized, however that is not true, as I was scammed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45324
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022 ; I received a text message from a number claiming to be US Bank. The message stated that there was a XXXX Attempt on my Account via XXXX transaction. I responded No, this was not my attempt. Shortly after I got a call from a number that identified as US Bank so I answered. At this point I do not have a XXXX account created. The person on the other line walks me through how to set this up and how to reverse the two transactions that were attempted in the amount of {$1500.00} each. They assured me that this is how the bank would stop the transactions going through. This was the majority of my bank account and was leaving for a trip later that week where I needed this money. So I followed the instructions provided be the operator and when I sent the second transaction through they hung up. This is when I called US Bank to report what had happened. They created a fraud claim but stated there was nothing they could do at the moment to get my money back that was taken from me by a fraud scheme. After several phone calls with the bank they informed me this was not something they were liable for. I was made to believe the person I was speaking with was a representative of US Bank and all data that came to me had US Bank Identification. The representatives I talked to from the actual bank could not locate any warning of this XXXX Scam on the website. I however, do not use the Website rather the app only.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It May Concern : On XX/XX/2022, we applied for a mortgage to buy a house for XXXX from US Bank ( Loan # : XXXX ). On XX/XX/2022, we locked the rate of 3.25 % with the manager of U.S Bank ( see attachment 1 ). Following, we paid the Earnest money of XXXX. We paid all the expenses for an appraisal and inspection. The closing date on the house was on XX/XX/2022. On XX/XX/XXXX XXXX XXXX we received the denial letter ( see attached XXXX and XXXX ). Due to this, we asked the seller to release the Earnest money. The seller refused and stated that the US Bank employee XXXX XXXX contacted them directly to tell them that we were approved for loan but with different terms. The seller contacted us though our broker XXXX and we provided a US Bank Loan Decline letter. The seller then stated that the letter was not real. The seller insisted that XXXX from US Bank told them that we did receive the loan. The seller, again, refused to release the Earnest money ( see attachment 4, please note seller referred to US Bank employee as XXXX XXXX ). We contacted US Bank and told them that they have breached our privacy by contacting the seller directly without our permission. This breach of privacy has caused a huge problem and incurred a large amount of stress. We are still trying to receive our Earnest money from the broker and seller. This was poor handling and a breach of confidentiality of private financial information by US Bank. We have had a long history of loans with US Bank ( over XXXX XXXX ) that were paid without any delay. best regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, we came out of our Cares Act Mortgage Forbearance. Our repayment offer was to move the missed payments to the end of the loan. There would be no interest nor payments. Due to our XXXX XXXX bankruptcy, the paperwork had to be sent to our lawyer. This was a nightmare. They continued to send the paperwork to the wrong address after our lawyer updated his address with them several times. We finally get the paperwork and sign it in our lawyer 's office on XX/XX/XXXX and the paperwork was dropped off at XXXX that same day. We checked often with the bank and as of XX/XX/XXXX, they claimed they had not received the paperwork. Our lawyer spent many days and hours on the phone with different representatives who all gave different answers and were not helpful. On XX/XX/XXXX, he finally spoke with a supervisor who stated that they did get the paperwork but did not like our signatures. I signed XXXX XXXX rather than the way it was written on the paperwork. My mistake. They were supposed to start the entire process over and mail the paperwork out. It was never received. I called daily checking on the status and was finally told that they decided to accept the paperwork and everything was great. We continued paying our payments on the first of the month. Our payments were approximately {$1300.00}. On XX/XX/XXXX, I called to make our payment which was late due to our college student moving into the dorms. I was then told that I owed a payment of $ XXXX. I advised the agent that was incorrect. She stated that they never received the paperwork and that they had mailed me a letter stating that. I never received a letter. I asked to speak to a supervisor and his name was XXXX XXXX. XXXX XXXX stated he needed to research it and would call me back in 30 minutes. I have yet to receive a call and today is XX/XX/XXXX. I also emailed him twice without getting a response. We have called all week and have been told that we would just have to start the process over. Unfortunately, the terms are not even close to the original offer. We are no longer eligible for the VA 's help because we have been out of forbearance for longer than 120 days. We were under the impression that we had everything taken care of. My payments were made over the phone talking to a human, not an automated system. Not once had anyone mentioned that we needed to make a $ XXXX payment. Today we were told that the loss/litigation department was open on Saturdays. After I called to discuss our only option with a rep, I was told that the department closed at 4 and would not open again until Monday. Also, the missed payments totaled {$13000.00} as of XXXX but today on the phone the balloon payment at the end was going to be almost {$23000.00}. I feel as if this bank is disorganized and has lost our paperwork which is making me feel as if we are being taken advantage of. No one calls us back. The answers are always different. And it is difficult to get anything accomplished especially in a situation such as this. It is ridiculous that this situation has been this difficult, and we even had the assistance of a lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31558
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I set up automatic payment with US Bank for my car loan. My online account to manage the online payment and visualize statements has had some technical issue since I have been a customer. Payments were not going through and I had no way to know as the portal was inaccessible. US bank charged me for a late fee and put a late payment on my credit. After talking with multiple US Bank representative, it was added in the notes that my account was not functioning properly, that I was not getting alerts for late payment and that the payment management portal was not working. The issue was resolved from a technical standpoint, my payment are not going through ( 5 payments all went at once ) and US Bank waived the late fees. However US bank has not corrected my credit late payment, and I have now a credit score that is XXXX points lower than prior to the incident. I asked US Bank by mail to rectify the issue ( see attachment ), but they rejected my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98072
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was impacted by XXXX. I have had a financial hardship related to the quarentine and the next year I was admitted to the hospital in XXXX and discharged in XXXX. At some point I learned that I was eligible for mortgage asistance. I sent a loan modification application XX/XX/2022. When I called to follow up I was told that the loan modification would be cancelled and i would recieve the correct one in the mail. It could take up to 10 days. i never recieved it. At the end of each call I would confirm with the specialist that the mailing of the application would pause the foreclosure proceedings because my home was nearing the sale. All the application I sent where closed for various reasons, such as missing a document, needed a wet signature, SSA verification, missing application (? ). All of which I returned via email, mail, and or fax. Emails included statements about hardship, my williningness to comply so that i can keep my home. All of the reps I talked to indicated the process would stop because of my concern that 2 weeks is a long time to wait for the application. Emailed application took 5 days. My access to the online application was blocked as well. I understood that some of the applications were never recieved because they were cancelled or closed days after requesting information from me. I emailed and asked the rep about using updated documents from the other closed applications. They do not respond to emails. At one point I was told my house had not sold when it had. I made life changing decisions based off information coming from the specilist which I took as fact. Afterwards i recieved a denial letter for help as my home had already sold. My home was nearing confirmation of sale. I filed a motion to stay the confirmation the judge denied it choosing to focus on 'supposed incomplete applications when I thought I was arguing the fact that the lender had misreprented itself and those lies lead to my house being sold and leaving me with very little time to find affordable house on a fixed income. I am right now homeless because the lenders organization of specialist are not properly trained or they are all partipants in the lenders shenanigans. Non the less the plan was to work towards financial freedom all the while the lender giving me bogus information, misplacing documentation, unwillining to assist a borrower who can not get the application tother. Please do not cancel this compliant I did not recieve help I am filing pro se. All the work here is orginal
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I had an account back in 2019 with US bank. The second person on the account commuted fraud by writing a bad check. I wasnt aware of this action by the second person on the account with resulted in my account being closed. I never signed a check or commited fraud and I have the evidence to prove that. My account never has any fraud issues. The second applicant tried to sign 2 fraud checks in the amount of XXXX on XX/XX/2019. I really do not want to be responsible for something I never commited or signed for. I wasnt aware the second applicant deposited these checks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A