Date Received: 2022-07-10
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I got zero response from the credit card company name ELAN FINANCIAL SERVICE please help me remove this identity theft card I have never opened an account with this company in my life at this point my identity was stolen from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I would never get statements via mail or email. They only had one number to call and most of the time it just told me it had technical difficulties and hung up. It's been atleast 2 1/2 months I've called atleast once every 2 weeks and they have had technical difficulties each and every time. I would like to pay them and get my account current once again I just don't know how to contact elan financial services any other way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XX/XX/XXXX Consumer Financial Protection Bureau Office of Innovation - Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, XXXX XXXX U.S. Department of Justice XXXX XXXX XXXX XXXX Washington XXXX DC XXXX U.S. Department of Justice Internal Revenue Service Bankruptcy Specialist XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Washington, DC XXXX To : Consumer Financial Protection Bureau Re : US Bank - complaints on file : XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX ( Marked as a duplicate complaint on XX/XX/XXXX ) XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX Closed Marked as a duplicate complaint XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX/XXXX/XXXX Company response is in progress as of XX/XX/XXXX in relation to CFPB 's personal own statement that " Each week we send more than XXXX complaints about financial products anld services to companies for response. If another agency would be better able to assist, we'll send it to them and let you know. Most companies respond within 15 days. '' and the details listed below. Dear CFPB, on XX/XX/XXXX, a US Bank National Representative, on behalf of US Bank National Association, filed into the public records of XXXX XXXX XXXX XXXX XXXX, a list of their own Corporate Representatives, who have personal knowledge of all matters pertaining to me and any business relationship/interactions occurring between me and US Bank National from XXXX to the present date. The first complaint submitted to the CFPB regarding US Bank National was on XX/XX/XXXX and submitted thereafter, CAN be responded to within the 15 days alloted by the CFPB and the Bank does not require more time, as they have indicated in a response to the XX/XX/XXXX complaint. On XX/XX/XXXX, each individual listed below was personally named as a witness in an action filed against me by US BANK National, and each individual should be contacted directly to respond to all complaints that I have filed with the CFPB sent to US Bank National and are still awaiting their response. US Bank National described these individuals witnesses as its own : " Corporate Representatives '' - see the attached Court Filing # XXXX E-Filed XX/XX/XXXX XXXX XXXX, who are individuals that are willing to and will testify as to authenticity of documents, the boarding process of business records, and that the records are kept in the course of regularly conducted business. These Corporate Representatives of US BANK NATIONAL have stated that they can also testify as to the fact that a default occurred and the amounts are due and owing. These corporate representatives of US BANK NATIONAL are listed as follows : 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 XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/2022, I realized my checking account with US bank was arbitrarily closed without intimation or reason for closure. I reached out to their customer care number and was not provided with any specific reason for closure. They intimated me they had sent out a cashier 's check of the balance amount ( {$58000.00} ), to an old address. I informed them they had an incorrect address on file and they agreed to send out a check for the balance amount to the new address along with a statement of balance. The statement of balance ( dated XXXX XX/XX/2022 ) was received in the next week to the correct address, but the check with the balance funds never showed up. Ever since ( for about 2 months now ), I have been following up with them atleast once a week, and once every day starting early XX/XX/2022. They have just been forwarding my calls to different departments and no one has any information to track the check/ or provide an estimated time of when I would receive my funds. I also reached out to my home branch in LA ( the US Bank branch where I opened the account in the first place ) on XXXX XX/XX/2022, and they have outright refused to help me with anything. Starting XXXX XX/XX/2022 the operators started saying that there is no fund in the account. I did not receive my balance funds of {$58000.00} and now US bank is denying that there is any balance amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 073XX
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: US Bank continues to deduct interest from my extra principle only payments! Each payment has principle only in the memo section but is applied as a regular payment. I have had to call each month to correct the error. It seems purposefully on their part to collect extra interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
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: US BANK has operated willfully and negligently to deny my claim as rightful owner of vehicle with license plate CA XXXX VIN : XXXX. Payment made on XX/XX/2022 for the amount of {$78000.00} was made to the account/loan : XXXX. On many occasions, US Bank has unlawfully denied my claim to the property listed above.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I try to receive a payoff from US bank but they just provide me my morgue payoff, also I have a partial claim morgue. That need to be send from USBank to HUD and in this way XXXX can provide me a payoff for my partial claim morgue. I was trying to received any answer from Usbank for around 45 days because they never send the document and always when I call I receive a different answer ( I will call you back tomorrow, I will send the document this week ) in addition I spoke with a couple supervisor and the answer I received was nothing because when try reach then again they never are available for attending to me. I conclusion at this situation I never received any solution for my problem and for that reason I re-scheduled my closing day a couple a time and that cost me a lot of money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received a text claiming to be US Bank about a fraudulent charge on my account on XX/XX/2022. Someone called me from the US Bank number claiming to be a representative from US Bank who wanted to help me sort this out. They had my name, account number, my recent transactions, and account balance which they stated back to me. They told me in order to protect my funds I needed to XXXX money to myself. I XXXX two transactions of {$800.00} and one of {$700.00} to my own name and they intercepted the funds and stole it from me. They had already hacked my account and had all my account information so I think some responsibility needs to be with my bank. If they had not had all my information and repeated it back to me I wouldn't have fallen from the scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is part two of an unresolved complaint with US Bank Home Mortgage ( this was closed by CFPB, but it is far from over ) : Important note : I have never missed a payment to US Bank Home Mortgage. I paused my loan for the COVID FORBEARANCE program. All of my payments have been put into a suspended funds account so over $ XXXX is just sitting there and has not been applied to my mortgage. CURRENT STATUS & COMPLAINT : Once US Bank had decided I did not qualify for the COVID FORBEARANCE program ( despite being approved multiple times and sent incorrect paperwork - see original complaint ) they offered another application for mortgage assistance which was generally impossible for me to prove past hardship ( see feedback below ). When it was decided that I had no other choice, I obtained a loan for the funds to just pay back the amount from the paused payment months in forbearance. I called US Bank on XX/XX/XXXX to request the exact amount necessary to get my account back to good standing. I was advised that I needed an Account Reinstatement letter and that I would be sent this within 7-10 business days. I called twice to check on the status of this but never received it, or the amount. Then on XX/XX/XXXX US Bank reverted my loan back to foreclosure status. I received a letter dated XX/XX/XXXX informing me of this. I called as soon as I got the letter which arrived XX/XX/XXXX or XXXX and I checked the mail on the XXXX and called immediately. I told them repeatedly and begged them to just let me pay it. They stated that they could not accept the payment because of the status of my account, that funds would be returned to me. They also stated that the reason I did not get a Reinstatement Letter was because my account was not in foreclosure at the time I requested it. So, I called to find out what the exact amount was to pay and was told I needed to formally get the Account Reinstatement Letter on XX/XX/XXXX and no-one bothered to tell me that the person that requested that was wrong to do so. Not a single soul at that company could pick up the phone and communicate with me the amount to pay to fix this? Then XX/XX/XXXX, foreclosure status again. To summarize : I simply wanted to opt in to the COVID Forbearance program in XXXX. US Bank made countless errors I assumed were being fixed but instead sent my account to Foreclosure ( even though I had been paying my monthly payments without fail and they did not notify me ) XXXX of XXXX I begged for help to fix this and was offered the COVID modification again and signed/returned the papers only to be later rejected and told that I didnt qualify US Bank then sent an application for mortgage assistance that wanted me to prove hardship from 2 years ago ( which was basically impossible for me. The whole point of the COVID forbearance program was that it was assumed people who paused their payments had a reason. I was unable to work and so was my former tenant ) XX/XX/XXXX, I decided to take out a loan to pay the amount that was supposed to be in forbearance and request the exact amount to send to get my account back to good standing XX/XX/XXXX US Bank put my account back in foreclosure XX/XX/XXXX & XXXX XXXX called to try again to sort it out and was basically told to wait I have never been able to speak with the same person twice, nor have I been assigned a case manager. This has never been escalated despite all of my formal complaints or pleas for help. I have lost my tenants over this because they did not feel they have a secure home to live in. I lost money on tax filing because my payments werent correctly applied and are just sitting in a suspense account I fielded countless calls a day from aggressive sharks wanting to save me and buy my foreclosing home It took about 18 phone calls and multiple emails to request sites like XXXX and XXXX remove the foreclosure status on the property so that I could list it for rent and try to find new tenants. I have spent countless hours and lost many nights of sleep and shed many tears trying to fix this. It has affected my XXXX XXXX and my marriage. I am an upstanding member of the community. I own my own XXXX & XXXX XXXX. I am a mother. I am not the delinquent that they are treating me like. USBank Home Mortgage company is so broken. The people are unqualified and uninformed and disconnected. I dont trust a single word I have heard from any of them. How a company like this can not escalate a case like this and assign a knowledgable human to help is dumbfounding. I do not deserve this. I did nothing wrong. On XX/XX/XXXX this was the feedback to my original Complaint with the CFPB ( original Complaint below the feedback ) Feedback provided STATUS Feedback provided on XX/XX/XXXX Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No ADDITIONAL COMMENTS US Bank Home Mortgage technically offered a solution but it was not a workable or feasible solution. They offered for me to apply for a modification that required me to prove my hardship from the past ( impossible ). I simply wanted the COVID Forbearance modification that I had been previously approved for multiple times but because they kept screwing up the papers on their end it had to be re-done and the rules changed. The offered solution also required an appraisal of my home at my cost and none of it guaranteed I would receive any help. I have had to take another loan to pay off the amount that was supposed to be in COVID forbearance. It has been a month since I requested the payoff statement to bring my account current and they still have not sent it. The fallout from this situation has greatly affected my life. I lost tenants because of their fear of the home being foreclosed on. I am still fielding calls from multiple people wanting to buy my foreclosing house. I had to fight for months to get my home removed from multiple auction sites. I have to take out a loan at a higher interest rate than my mortgage just to get this settled. My taxes were also affected because none of the interest paid was allotted correctly. I absolutely despise the poor level of service this company provides. It is impossible to speak to the same person twice and I have never been assigned any kind of case manager. Each time I call the representatives are absolutely clueless and I have to spend hours waiting for them to try to understand or help while they message supervisors. This company should be ashamed with how they do business and treat people. I would refinance and move my loan immediately if I could afford to. ORIGINAL COMPLAINT FILED WITH CFPB : I have a mortgage with US Bank. I purchased in XXXX and have been in excellent standing for the life of this mortgage. In XXXX of XXXX I was XXXX due to COVID and the tenant of my home was as well. I opted to sign up for the COVID Forbearance program to alleviate the financial stress. I went through the underwriting process with US Bank and they approved the loan modification. They sent the papers and when I went to have them notarized we realized they were in my maiden name ( I purchased the home 8 years before I met my husband ). I sent them a name change form and marriage certificate to change the name on my mortgage and have them reissue the papers. US Bank sent new loan modification documents but they added my husbands name to the loan! This was never requested by us nor did my husband authorize them to add his name to anything. I asked them to please remove his name and re-issue the papers. They sent papers with his name again and told me it was required because Colorado is a Common Property state. This is 100 % false. I insisted that they were wrong, and to please remove his name. US Bank then informed me that I had to sign a Quit Claim Deed to remove his name. Again, I insisted that they were wrong. I stated that I should not have to sign an incorrect document removing him as we never added him. The conversation about the Quit Claim Deed was in XXXX of XXXX. I asked them to please get it right and send me the correct documents. Many months went by and I assumed that it was being escalated and it was just delayed because it was complicated ( and everything seemed complicated with COVID rules ). I never missed a payment outside of that forbearance period and resumed my automated payments. Fast forward to XX/XX/XXXX... I find out from my tenants that there has been a foreclosure notice taped to the front door. I had NO IDEA. There was no communication from US BANK. I had been making my regular payments, all automated and on time. I called the Public Trustee and confirmed that my home was in fact listed on the foreclosure list with a XX/XX/XXXX sale date. I immediately called the filing attorney and US Bank to try to fix things. US Bank then reviewed my account and informed me that on XX/XX/XXXX they marked my account as " customer denied loan modification ''. I never denied the program, I was just unwilling to execute incorrect documents. I assumed that whole time between XXXX and XXXX that it was just stuck in the process somewhere. This is my only fault - assuming someone was doing their job. On XX/XX/XXXX after panicking about the foreclosure and contacting them to fix things they re-opened the loan modification process again and sent to underwriting. They approved and send new loan modification documents ( with just my name! ) and immediately executed and returned to US Bank ( they received on XX/XX/XXXX ). Today ( XX/XX/XXXX - two full weeks later ) I called to check the status because they had not communicated anything to me. They informed me today that my modification was rejected because the home is not owner occupied. They said that because I was trying to modify it post-COVID, after the fact that it had to be owner occupied. This was not the rule when I qualified for the loan modification in the first place and it was in underwriting and approved multiple times. The only reason I am doing anything " post-COVID after the fact '' is because US Bank made error after error. The extended timeline of this modification is because of US Bank 's errors. Also, one additional point, each time I start a call with US Bank they have a standard set of questions they ask and one of them is " is this your primary residence '' and I always answer " no it is tenant occupied ''. It is not like this is new news to them. Every conversation for two years starts with this information and they have approved the loan modification multiple times. This has been an extremely demoralizing and stressful situation. I am published on a public foreclosure list. I receive non-stop phone calls about the foreclosure and my tenants and myself get multiple pieces of mail daily regarding this. My tenants no longer have faith that they have a secure place to live and want to break their lease. US Bank has treated me as if I am in default and in the wrong. They have made multiple mistakes and will not listen to me to correct them. I have never been able to escalate this on a phone call, they refuse or transfer me and it disconnects. I have spent countless hours on the phone with them only to speak to someone at an entry level who doesn't have a clue. I have to wait on hold while they IM their supervisor and get nowhere sometimes for multiple hours. I have written their formal complaint department four times with no response. As of today they are saying my loan modification is rejected which means if I don't come up with the money from the forbearance period that I will lose my house in foreclosure. Please, please help me! ATTACHMENTS XXXX XXXX XXXX XXXX -Account # Hide full complaint What product or service is your complaint about? PRODUCT OR SERVICE Mortgage TYPE FHA mortgage What type of problem are you having? Inactive modal ISSUE Struggling to pay mortgage CONCERNED ABOUT FORECLOSURE? Yes IS THERE A DATE OF FORECLOSURE? Yes ( XXXX ) HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? Yes MISSED PAYMENTS? Yes PAID COMPANY TO AVOID FORECLOSURE? No What happened? I have a mortgage with US Bank. I purchased in XXXX and have been in excellent standing for the life of this mortgage. In XXXX of XXXX I was XXXX due to COVID and the tenant of my home was as well. I opted to sign up for the COVID Forbearance program to alleviate the financial stress. I went through the underwriting process with US Bank and they approved the loan modification. They sent the papers and when I went to have them notarized we realized they were in my maiden name ( I purchased the home 8 years before I met my husband ). I sent them a name change form and marriage certificate to change the name on my mortgage and have them reissue the papers. US Bank sent new loan modification documents but they added my husbands name to the loan! This was never requested by us nor did my husband authorize them to add his name to anything. I asked them to please remove his name and re-issue the papers. They sent papers with his name again and told me it was required because Colorado is a Common Property state. This is 100 % false. I insisted that they were wrong, and to please remove his name. US Bank then informed me that I had to sign a Quit Claim Deed to remove his name. Again, I insisted that they were wrong. I stated that I should not have to sign an incorrect document removing him as we never added him. The conversation about the Quit Claim Deed was in XXXX of XXXX. I asked them to please get it right and send me the correct documents. Many months went by and I assumed that it was being escalated and it was just delayed because it was complicated ( and everything seemed complicated with COVID rules ). I never missed a payment outside of that forbearance period and resumed my automated payments. Fast forward to XX/XX/XXXX... I find out from my tenants that there has been a foreclosure notice taped to the front door. I had NO IDEA. There was no communication from US BANK. I had been making my regular payments, all automated and on time. I called the Public Trustee and confirmed that my home was in fact listed on the foreclosure list with a XX/XX/XXXX sale date. I immediately called the filing attorney and US Bank to try to fix things. US Bank then reviewed my account and informed me that on XX/XX/XXXX they marked my account as " customer denied loan modification ''. I never denied the program, I was just unwilling to execute incorrect documents. I assumed that whole time between XXXX and XXXX that it was just stuck in the process somewhere. This is my only fault - assuming someone was doing their job. On XX/XX/XXXX after panicking about the foreclosure and contacting them to fix things they re-opened the loan modification process again and sent to underwriting. They approved and send new loan modification documents ( with just my name! ) and immediately executed and returned to US Bank ( they received on XX/XX/XXXX ). Today ( XX/XX/XXXX - two full weeks later ) I called to check the status because they had not communicated anything to me. They informed me today that my modification was rejected because the home is not owner occupied. They said that because I was trying to modify it post-COVID, after the fact that it had to be owner occupied. This was not the rule when I qualified for the loan modification in the first place and it was in underwriting and approved multiple times. The only reason I am doing anything " post-COVID after the fact '' is because US Bank made error after error. The extended timeline of this modification is because of US Bank 's errors. Also, one additional point, each time I start a call with US Bank they have a standard set of questions they ask and one of them is " is this your primary residence '' and I always answer " no it is tenant occupied ''. It is not like this is new news to them. Every conversation for two years starts with this information and they have approved the loan modification multiple times. This has been an extremely demoralizing and stressful situation. I am published on a public foreclosure list. I receive non-stop phone calls about the foreclosure and my tenants and myself get multiple pieces of mail daily regarding this. My tenants no longer have faith that they have a secure place to live and want to break their lease. US Bank has treated me as if I am in default and in the wrong. They have made multiple mistakes and will not listen to me to correct them. I have never been able to escalate this on a phone call, they refuse or transfer me and it disconnects. I have spent countless hours on the phone with them only to speak to someone at an entry level who doesn't have a clue. I have to wait on hold while they IM their supervisor and get nowhere sometimes for multiple hours. I have written their formal complaint department four times with no response. As of today they are saying my loan modification is rejected which means if I don't come up with the money from the forbearance period that I will lose my house in foreclosure. Please, please help me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/22 sent to US bank along with multiple calls to relationship manager and loss mitigation. They are refusing to reverse my forbearance deferral that I have not paid on yet. This makes me ineligible for assistance funds from the state of XXXX Hello Please forward this to your loss mitigation and /or complaint department ASAP. I am requesting to cancel my deferral agreement and pay my mortgage forbearance back in a lump sum. The agreement has not went into effect yet as I have not made the XXXX payment when the plan starts. I called yesterday and spoke with someone who was not able to help me so this needs to be escalated. It is in the best interest of US Bank to accept a lump sum payment so it is does not make sense you could not make this happen. Please respond to this immediately as I need to arrange the funds to transfer. Loan number XXXX Borrowers : XXXX XXXX and XXXX XXXX ( XXXX XXXX XXXX ) After denied assistance through XXXX, I filed an appeal and have yet to hear back. XXXX is the last month I can get forbearance assistance on because I reapplied. Here is the appeal I sent to XXXX The deferral agreement I submitted does not go into effect until XXXX. I have notified US Bank to cancel the forbearance deferral and accept the lump sum payment that is past due as of now. I was unaware that applying for a deferral agreement would not make me eligible for this program, but my family really needs this assistance. We are a family of XXXX living on a single income and are the type of household these COVID funds were supposed to help. I have included the latest statement on my mortgage with the appeal they had the past due amount. Please expedite as US bank must receive the funds before my due date to avoid credit reporting and late fees as I am already at the maximum amount of months allowed for COVID forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55313
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A