Date Received: 2022-05-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, US Bank allowed a fraudulent person to cash a check for {$910.00} from my checking account. Then US Bank also charged me an NSF fee of {$12.00}. On XX/XX/2022 I contacted US Bank and showed them that someone with a different name than the payee cashed the check. The sent me a bunch of paperwork to fill out. I e-mailed the paperwork back to them on XX/XX/XXXX. Still no refund so on XX/XX/XXXX I contacted the bank. They told me that they had mailed me a new set of paperwork requesting that the payee sign the fraud paperwork instead of me. I still do not have my refund of the money for the check that US Bank should never have cashed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I received a {$100.00} pre-paid debit XXXX issued by U.S. Bank National Association. The physical card expired XX/XX/19. A customer support phone number is not provided on the card. Numerous attempts to contact U.S. Bank directly to resolve my unspent funds have gone unanswered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Check number XXXX posted on XX/XX/XXXX from XXXX for XXXX. This check was written for XXXX. I called to request an item adjustment on XX/XX/XXXX which was not submitted correctly. On XX/XX/XXXX they resubmit and assured me my account would be credited! It has not! I have made multiple attempts to contact a manager, no one has called me back, everyone acts like they dont know what Im talking about when I call. I would like my XXXX back. Its been ample amount of time for this to be credited!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42431
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good afternoon, I fell into financial difficulty in XX/XX/XXXX due to unemployment as a result of the XXXX pandemic. I was without work for XXXX months. During my period of unemployment I reached out to my mortgage lender, US Bank, and was provided with the option to defer my mortgage payments and enter into forebearance. I moved out of my home and rented my property. I entered into forebearance for XXXX months, from XX/XX/XXXX- XX/XX/XXXX. I remained in contact with US Bank during this time and was assured this would have no negative effect on my credit rating and that the bank would help me resume mortgage payments without a derogatory rating against payment history when my financial situation improved. In XX/XX/XXXX I contacted US Bank to resume mortgage payments. It was my understanding the outstanding balance would be rolled into the remaining balance of the mortgage and payments would resume as of XX/XX/XXXX when I attempted to exit forebearance. I contacted US Bank on or about XX/XX/XXXX and was advised I would need to file for loss mitigation. I took the necessary steps and submitted all required documentation. I called US Bank weekly for an update. I was met with reassurances that this would be resolved and that I would be able to exit forebearance and resume mortgage payments. On XX/XX/XXXX I received a certified letter, a notice from US Bank " Notice of Default and Right to cure '' providing me with 30 days to bring my account current and to provide funds in the amount of {$65000.00}. I immediately contacted US Bank and was told it was a computer generated letter and while I was my application was in process my account would not be negatively affected. I continued to contact US Bank weekly for updates with no resolution. On XX/XX/XXXX, I communicated with the Escalation Center with US Bank via certified mail, outlining my concerns. I made three payments toward my mortgage, requesting that the payments be reflected as current ( XXXX, XXXX, XX/XX/XXXX ) so I could look at the possibility of refinancing with another lender. The amounts paid were credited to the months when I commenced forebearance, XXXX, XXXX, XXXX, XXXX. In XX/XX/XXXX I contacted US Bank and was informed that my loss mitigation application was void due to my having tenants in my home and that it was necessary for me to reapply. I moved back into my primary property at XXXX XXXX XXXX, XXXX XXXX on XX/XX/XXXX and as instructed reapplied to exit out of forebearance and to resume payments. I remained in contact with US Bank and on XX/XX/XXXX was advised by an agent that options would be available to me and a letter would be sent outlining my options. I never received notification of my options. I have however, continued to receive multiple notifications stating further documentation was necessary, which I provided. I also received multiple notifications stating my application was complete. The final piece of information was received on XX/XX/XXXX, stating US Bank was unable to reach a timely decision due to additional documentation from a third party, needed to evaluate my account for available customer assistance. Today I received a call from a US Bank representative stating I was denied assistance. The agent mentioned " short sale '' during the conversation. I asked for clarification and was advised that I would need to lodge an appeal by XX/XX/XXXX and to contact XXXX XXXX XXXX. In summary : * I am requesting to exit out of forebearance and to resume mortgage payments * I have the means and the income stream to resume payments * I have fulfilled all requirements requested by US Bank * I have been attempting to resolve this since XX/XX/XXXX * I do not wish my property to be listed for short sale ( this has never been discussed until the phone call today ) I have made multiple attempts to resolve this matter and have been met with inconsistencies and very little support. Thank you for your time and I look forward to hearing from you for next steps. Sincerely XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with US Bank on XX/XX/2022. I used the opening account bonus offer of {$500.00}. I met all the requirements of direct deposit and keeping the account open. I was promised a deposit of {$500.00} within 2 weeks of meeting the requirements. It has been over 4 months since I met the requirement but never got the bonus. I called and followed up around 12 times with the bank where I opened the account. They promised me I will get it by early XXXX but I never did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX credit file inquiry by US Bank was not initiated by myself. On XX/XX/2022 received a credit alert that my credit file was disclosed. To : US Bank XXXX XXXX XXXX XXXX XXXX, MN XXXX ( XXXX ) XXXX - XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19601
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am submitting my complaint against US Bank regarding my mortgage account. I was originally with XXXX XXXX when I purchased my home. The last payment before my mortgage account was sold to US Bank was XX/XX/2021. My first payment due with US Bank was for XX/XX/2021. US Bank has not been reporting my total balance due, since they obtained my account. The amount that shows on my credit report as a high amount doesnt even match the amount when they got my account, according to the statements that I have received. They continue to report that a payment is received, however the total amount due never changes. Even the historical amounts on my credit report is incorrect. I submitted a dispute through XXXX XXXX with XXXX in early XXXX, and was informed that US Bank reported back that the information was correct. I submitted a dispute with XXXX ( their website ) towards the end of XXXX and the results show that the information on my credit report is INCORRECT and they will be getting not only what I submitted the dispute for, but other information was getting updated as well, since it was WRONG. That dispute was done after the first dispute with XXXX through XXXX XXXX. I submitted disputes with XXXX and XXXX in XXXX after getting my XXXX results with updates needed, and they both ( XXXX & XXXX ) came back with same results, creditor reports that the information is correct ( smh ). With my XXXX dispute, US Bank went as far as adding and reporting back incorrect balances/data to be updated on my credit report. US Bank basically took my monthly payments and added them to my existing current balance for each month, back to XX/XX/2021, to justify the existing balance shown ( so XXXX and unprofessional ). This was flat out a blatant lie and I have the proof within attached documents. My original loan wasn't even that much when I bought my home. If they can lie this easy I dont want them as my mortgage company and wonder who else is being XXXX XXXX by them. How can the information be correct, if XXXX was just informed 2-3 weeks prior to, that the information is incorrect? This is very unfair to me as a consumer, due to the fact that creditors see a high debt to income ratio that is incorrect. I dont even want to apply for a loan because the total debt amount shown on my credit report is incorrect. It makes me laugh that my payment being made is reported but the balance isn't, how XXXX, that should be an automatic process that happens. I am very XXXX because I have been going through this too long and it continues to be a negative impact against me, not US Bank. Every other business on my credit report, reports payment and new balance as expected and gets my highest praise, US Bank is the only one that doesnt change and name won't touch my tongue. This needs to change, and US Bank needs to be penalized and investigated, in my opinion. It is unacceptable and if they cant handle the job of accepting and reporting like all other businesses, they shouldnt provide the service. I cant believe Im having to do this for something that has such a big impact on me and costs so much money that I pay for on time, every time and can be the determination between yes and no when I apply for a loan. This is some straight up XXXX and needs to be known!!! Over {$10000.00} has been paid on this loan but yet it doesnt reflect not one penny paid on my credit report.IT NEEDS TO, ASAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Elan Services ( Fidelity ) filed in the credit bureaus that I missed a payment. Fidelity/ Elan Services has not sent me any letters or called me to notify. They did not try to reach out to me. I have received absolutely ZERO communication from Elan credit card Services on outstanding payments. I learned about the late payment because they filed in the credit bureaus and I got an email alerting me. I immediately called Fidelity/ Elan and made the payment I tried to fix/ negotiate the issue with Elan Services . I sent a letter that they received on XXXX/XXXX/XXXX where I explained that my account with XXXX was closed due to divorce proceedings ( I am not obliged to have auto pay on ) and I had contracted Covid while overseas which impeded me to check on mails or do anything really since I was laying in bed. I provided evidence that I could not even check my mail as I was overseas. I sent a copy of the air ticket and of the XXXX diagnosis. I arrived back in the States in XXXX I did have similar issues with other banks such as XXXX and they understood my situation. However, XXXX reach edit to me via a letter that I was able to read and act upon and they did not file anything to the credit bureaus. Fidelity/ Elan services HAS not reached out to me. They did not send any letter to me either. I checked when I returned. My complaint is that Companies like Fidelity/ Elan services should have notified me because they put me in notice for a very small value in the credit bureaus. It is disgusting that after being a customer for 5 years they treat me like that. And Frankly, even adding that I had XXXX ( meaning I could not do anything as I was laying in bed ), was overseas and that they did not notify me, they are not willing to budge and remove the late payment status. I have considerable force majeure items that prevented me to make the payment such as Fidelity/ Elan services not notifying me and contracting XXXX XXXX This is an awful company and I would like your support to revert this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33415
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On Saturday, XX/XX/XXXX, I received a notice that I was not approved for a bank account through U.S. Bank. The application ID in the email that was sent to me was XXXX, but I never applied for an account through this institution. While I was not approved, the application was submitted was the result of fraud. This is the 4th institution that this type of fraud has been initiated at in my name. I attempted to contact the institution using their fraud alert email ( XXXX ), but have not received a response yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76137
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I was burglarized in XXXX XXXX while on vacation. Stolen items included my US bank debit card and my US cell phone. When I called US Bank they locked the stolen card and told me that they were sending a replacement to a XXXX address that would have provided the card to me in XXXX XXXX via a mail forwarding service. That was never fast tracked or sent. The theft of my US cell phone is important because that number allows account authentication for various things and US Bank was informed that it was stolen and I would not be able to replace it until I returned to the US. I was told this was not a problem as I was able to provide all other verification information. I called again days later and set up a new request for a card which US Bank again told me it was on the way. That also was never fast tracked or sent. I called a third employee identified as a manager who took a new address to send a replacement card priority and that employee never sent the card to the address provided. Finally I called again on XX/XX/XXXX and was told by the manager that most of the things that the previous employees had promised to do were things they were not able to do due to security concerns. As a result I have spent 10 days trapped in XXXX XXXX with no access to my money while waiting for US Bank to provide the cards they promised. Todays conversation with what is now my fifth US Bank customer service rep was condescending and in my opinion untruthful. It is clear that US Bank has failed to clearly, accurately and fully disclose all information around the services and products they provide to me. Had the bank from the start told me that there were any issues issuing me a new card while I was abroad I wouldve pursued other options. Waiting 10 days for the promised replacement cards has had a substantial negative impact on me, my finances in my ability to do my job. The problem is exacerbated by the fact that I am having to call on a prepaid cell phone I was forced to purchase down here and continually load the XXXX. Constantly getting put on hold or transferred to somebody else who I then have to refresh the story with is unacceptable under the circumstances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27604
Submitted Via: Web
Date Sent: 2022-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A