Date Received: 2022-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with US Bank and my wife and applied for a mortgage assistance plan since we experienced a financial harship due to COVID. The bank placed us on a trial plan where we needed to make three payments to them to show that we could be reliable. We made all three payments and when I called and made the third payment on XX/XX/XXXX they stated that they would be sending out final paperwork for my wife and I to sign and return to them. The representative did not mention anything about a pending additional request for information. I frequently logged on to our account online to check the online portal for the final documents as well as checking my mail every day. After not receiving anything from the bank I called on XX/XX/XXXX to find out if they had sent the documents. I was informed our application had been terminated due to requested documents not being returned. After spending an hour and a half on the phone speaking with three representatives and a Manger I found out it was a request about our HOA that I had not received in the mail or through the online document portal that had caused our application to be terminated and not the final paperwork. I begged and pleaded that they reopen the request and please let me know what information they needed and I would get it to them as soon as possible but they said they could not help me and that I would have to reapply and start the entire stressful process over again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63376
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I submitted application through XXXX XXXX and was advised that inquiry would be soft inquiry ; however after checking my report through XXXX it shows as hard inquiry. on XXXX/XXXX/2022
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: About 2 years ago I decided to open up an account with U.S. Bank. When it comes to adding funds to my account, I didn't come to think that I would have this problem still today. As for, all my other accounts that were funded the same way I funded my U.S. Bank account. I did not have any problems whatsoever. U.S. Bank is holding approximately {$9000.00} of my money. They say my account was closed due to suspicious activity or fraud related transactions. Which I think is ridiculous. Im already a victum of id theft myself and going through this just makes my life even worse. Ive tried mumtiple times to try anf resolve this situstion but have gotten no where but in circles. I've been waiting for either a cashiers check or for the funds to be " returned to the sender '' as XXXX the fraud specialist has mentioned. XXXX is also holding another XXXX of mine and also realized that XXXX has been deducted from my account which I have no idea why. I'm furious and upset that I'm going through worse obstacles today because of this reason. I really am in need of help. For more Information please contact me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95206
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I had approximately {$7000.00} on gov. Benefit card and had purchases that I didnt make but more importantly there was 3 bank transfers totaling {$5800.00}. I immediately called bank when I found out trying to buy a XXXX present for my kid and was declined. I filled out their form for the {$5800.00} and was told we would get back to the other charges and it took them 90 days to get back with me and said I either benefited from or authorized the transfers and I requested what information they used to come to that determination. They sent me a copy of the monthly statement. I filed a report with the sheriff dept. here. The statement doesnt tell us what bank or account number the money went to. To reopen the case I sent them that I filed report with sheriff and also XXXX was hacked and they gave me XXXX program which says my info was for sale in dark web and leaked from XXXX. So I wait another 90 days and called in and was told that I was denied my money again. I again asked for what information they used to make their decision and was told I would get with in 10 days. I wait a little over two weeks and call back and my phone was blocked from calling them. I had friend call and his phone go right through and when I try it just hangs up. To recoup I had over {$5800.00} stolen out of my account and they wont tell me where it went or even talk to me and I swear I never got ugly with anyone. Any help would be greatly appreciated I gave the sheriff the monthly statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77515
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In early XXXX XXXX XXXX the U.S. Bank branch - located at XXXX XXXX XXXX, XXXX, IA XXXX- froze my account for suspected fraud and subsequently closed the account. I was restricted from the funds that were in the account, was informed that they would be sending me a check for my account balance, and to expect it within 15 days. It has now been over two months and I still have not received my funds. The timeline of events are as follows : My wife deposited a check that was a refund from an attorney in XXXX, Texas. The check was for {$750.00} and they granted us access to {$300.00} of it immediately. The following day I was contacted by phone by a U.S. Bank representative asking me if " the XXXX transactions on my account were legitimate. '' I assumed that they were from my wife and stated that " yes, they are legitimate. '' The representative then informed me that they had placed a temporary suspension on my debit card, but since I confirmed that everything was legitimate they would be removing the temporary suspension. The next day I attempted to use my debit card and it was still suspended. I called the customer service line to get the suspension removed and the representative informed me that the suspension was due to XXXX transactions. I explained that I already confirmed that those transactions were okay and to please re-activate my debit card, to which she stated that she would put in a request to do so. Once I arrived home that afternoon my wife informed me that she had went to the bank to withdraw some money and the bank had told her that our account was frozen due to " suspected fraud '' and that we could not access any of our funds. I called the customer support line and the representative stated that there was a notation on his computer screen stating that my bank account was being closed and that a check for the balance of the account would be sent out to me within a few days. I asked why my account was suspended and closed without informing me and he stated that he " did not know, it appears to have taken place at the branch level. '' Over the next couple days I attempted to contact someone at the branch level to explain to me why this was happening, but no one would answer the phone or respond to the messages I left. After about a week I was able to speak to someone ( I think her name was XXXX XXXX and she stated that " she does not know why the account was frozen and closed, that it had something to do with the 'back-end ', and that I would have to call the Fraud Department. XXXX She explained that they would be unable to send me the funds from my account until the Fraud Department had concluded their investigation. I subsequently contacted the Fraud Department, who informed me that they had already concluded the investigation, and that my account was frozen and closed due to the check that was deposited by my wife. I explained that the check was a legitimate check from a prominent attorney in XXXX, Texas and they could verify that everything was legitimate. I also asked why they did not just place a hold on the check until it cleared instead of freezing / closing my account. The Fraud Department agent said it was the bank branch who did it, but that the investigation had been closed and that the branch should have already sent my funds to me and to contact the bank branch for my funds. I called the bank branch and spoke with XXXX again, and explained to her what the Fraud Department said to me. She placed me on hold to speak with someone and then informed me that they were unable to release the funds and send me the check ; it was physically impossible for them to do so at the branch level because there was no option to do so on her computer screen. She again stated that it was up to the " back-end '' to release the funds and to contact the Fraud Department . I once again called the Fraud Department ( this was like the 5th or 6th time I had spoken to them ), who once again stated that the investigation was closed and that the funds should have been released and the check sent " long ago. '' The woman at the Fraud Department emphatically stated that the funds were being withheld at the branch level and to give it another week or so to see if the funds were released and sent to me ; and, that if they were not to file a complaint on the bank branch and its employees, if needed. I waited two more weeks and my wife contacted the branch to see what the issue was with the check for our funds, and they stated that " the Fraud Department had reopened the case and the funds were frozen and they could not release them or send them to us in a check. '' We immediately called the Fraud Department, who once again stated that there was no open investigation, it had never been reopened, it had been closed almost a month prior, and that the branch location is mistaken. '' To this day I have still not received a check from this bank for the balance that was in my account, totaling nearly {$1000.00}. This bank should have NEVER frozen my account AND CLOSED IT behind a legitimate check from a prestigious law firm that was deposited by my wife. The procedure they followed in this instance is like nothing I have ever experienced by any other banking institution in my life. Furthermore, they have added insult to injury with the way they have handled this obvious error on their part from the very beginning. There seems to be a lack of accountability within this organization throughout all its departments, further exacerbated by the deliberate indifference and/or feigned ignorance perpetrated by its employees. This banking institution has, in effect, wrongfully and unlawfully seized my funds and refuses to release them while at the same time consistently passing the blame back and forth between the different departments. They have failed to resolve the issue and release my funds to me, either in person or via check sent to my address on file. This is nonsense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50010
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-12
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: This is a continuation of prior complaint # XXXX I have spoken with the company Elan again several times plus received a written response to prior complaint. I have now verified, and the company confirms, that they are charging me {$530.00} for accumulated interest and fees due to a payment from XX/XX/2019 that they assert was 1 day late, and which I was never made aware of because the statements they have been sending me showed a XXXX balance. They claim that the XXXX balance showing up on the statements they have been sending does not reflect the actual balance as there were 2 'accounts ', even though I have only 1 credit card. The original late fee and interest charge was approximately {$50.00}. So they are charging me > XXXX the original charge, because I never paid it, because I never knew about it. The company so far refuses to issue a credit against this charge, even though I have been fastidious for 30 years and have paid for all purchases made within the billing period, so that until this incident I have never paid any late fees or interest. If they had communicated to me letting me know about the fee/interest charge at the time it originally occurred, I would have paid it then. Instead, they maintained the deception that I had a XXXX ' balance every month on the statement they provided. I feel this is a case of a deceptive business practice. The company deceptively sent me statements showing a XXXX balance when they were actually continuing to charge me interest on an 'unpaid ' balance that was hidden from me. Additionally they have been unwilling to remedy this situation with a fair solution which would be to credit me for the charges. I have faithfully paid for all purchases on time. The disputed charges are only interest being charged by the credit card company on a balance I wasn't aware existed because they deceptively reported my balance was XXXX. If they do not remedy this situation, I would have to recommend that others stay away from this company 1st because they were deceptive about what they were doing, and 2nd because they refuse to remedy the situation in a fair manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01845
Submitted Via: Web
Date Sent: 2022-06-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I stayed overnight at XXXX XXXX located in XXXX Maryland on wednesday, XX/XX/2022. During this day I was charged a total of {$330.00} for the stay with another {$30.00} for an incidental fee. After check out and after the balance was settled with the hotel, a pending transaction of money they were holding from me in the amount of {$420.00} and XXXX cents was held under the explanation that there is a 20 % hold on service industries in the state of Maryland. I had never in the recent past had this experience for any hotel stay that I have completed. Upon realization of this error, I contacted US Bank and XXXX services more than XXXX times to try and straighten the matter out because once they deducted those fees I had no money left for anything, including the celebration of my daughter 's graduation from high school. I spoke at length with one of the US Bank representatives by the name of XXXX who was very agitated and became emotional when I asked for the return of of my money. In addition, he refused to continue to entertain or discuss the matter stating that he felt angered by how he was being addressed., Another representative who claimed that he was a supervisor repeatedly stated that I had to wait 20 days before my funds would be returned to me. I explained to him that I had not authorized these funds to be withheld and I wanted them to be refunded immediately. On more than five rounds of repeating this statement, he refused to to refund money that were owed to me. I further explain to him that I could not be charged I could not be held to wait 20 days when I had never withdrawn or charged {$420.00} on my card or account. After multiple XXXX hours of debating and arguing about funds that they are holding which belong to me, I exper the explain to representative XXXX that I would file a complaint against the company. To no avail, he did not relent. When I explained to the representative at XXXX XXXX that they needed to settle all charges for my hotel stay, I was informed by the front desk manager that all funds have been settled and that {$30.00} would be returned to me in 7 to 10 business days. To this effect, it it appears that I was charged {$420.00} for services unaware and unknown to me. When I inquired both at the bank and through the hotel, neither of them could explain what the charge was for. I am imploring you to get involved and force them to return my funds. Additionally there was another charge for {$120.00} which was also pending from the same week of charges outstanding for a hotel stay. This has not been the case previously, and I am expecting a full return of my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2022-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi I currently have a mortgage with US Bank. In XXXX I became very sick with XXXX and my entire household became sick with XXXX. After that I was affected by XXXX XXXX related to XXXX. I reached out to US bank as I was encouraged to do so by resources in the community. I learned that I could do a forbearance do the fact I had XXXX. So I did end up doing that. In XXXX I tried to reach out to the bank to resume payments they stated I would just have to wait for paperwork and submit it. I did so. I was then denied the mortgage assistance and was informed in XXXX that I need to submit more documentations. So I did so which was a letter to state my hardship was resolved. After that I received a letter stating my house was up for a short sale. Which long story short affected my current XXXX XXXX state bad. It also affected my XXXX of XXXX XXXX XXXX. Long story short I called US bank again and they informed me that I should not worry as the application that was submitted was wrong as it did not reflect that the hardship was XXXX related. Which I did keep my paperwork that was submitted and it did state that is what XXXX related. I have been going through alot with US BANK and have lost lots of work time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61107
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
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: We paid for an appliance repair facility nearby to repair an appliance. They refused to provide the service after visiting to diagnose the problem, so we disputed the {$160.00} charge with our credit card. This transaction fully complied with the Fair Credit Billing Act dispute rules. After entering the dispute, Fidelity Cardmember Services sent us a letter that included a form requesting nearly all of the information already provided to them in writing when we filed the dispute. The letter stated that if we did not complete the form, they would continue the dispute using the information we had provided them to date. Since we provided all of the relevant information, we did not respond to the letter. A few weeks later we received another letter stating that because we did not respond to the previous letter, they were closing the dispute and taking no further action. This was in contrast to what the previous letter stated. Fidelity Cardmember Services violated the FCBA and misrepresented how they would handle the dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: My US bank account was closed by me late XX/XX/2021. I had overdraft protection on my account as well. US bank allowed a company to withdrawal money from my account after I had already closed it and continued to charge me overdraft fees on a closed account. I now have Debt collectors calling me non stop and sending letters to my home. I do not owe this debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A