Date Received: 2022-04-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Like most Americans, I was recently anticipating my Tax Refund. I used a new tax preparer this year and was not as sure what to expect for the completion, like if she had all my banking information entered correctly, so I had been checking my online banking a little more than normal. I remember checking my account the day of XX/XX/2022, it was less than {$20.00} available and I was okay with that. I remember the trip to XXXX afternoon on XX/XX/XXXX afternoon. I forgot XXXX XXXX and I remember my funds were low so I checked my online banking before I finally made the last purchase for dinner that day. I was a bit shocked and concerned when I saw the balance of {$6600.00}. I immediately scrolled to check recent transaction to figure out the balance? I was instantly upset and confused when I saw my refund was deposited earlier that day, and within hours of the deposit there were XXXX unauthorized XXXX transactions to random unknown people or things?! I called my bank panicked, I explained what I was seeing and also went to my bank to finish the fraud claims and alert. I was devastated and I had hopes my bank would resolve the issue. No one called me that day to ask if it was me who authorized this large amount of money, I had not received any codes to authorize these transactions totaling {$7000.00}! I waited XXXX weeks before I demanded an answers, I was again devastated that my bank denied both claims and gave me the weak explanation of.. " The transactions posted as requested. '' there was no notes, no supportive documents, they released the hold on the accounts and denied my claims. I was upset because it is clearly fraud, I was upset because they just left me on my own to be preyed upon, they didn't call me to come in and figure out what is next since my account was compromised and it is a business account. I was confused as to why my bank was turning against me, I have been with them for years and have had THOUSANDS of dollars spent and deposited, I have never made such allegations, ALL the fraud factors were there. I was even more upset when I stopped into the bank on XXXX to speak with a bank manager to get help and they refused ( US Bank, XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. ) to talk to me, they told the clerk to tell me they could not help me? It made me even more upset that they would treat me like this, no one from the fraud had any more information than the statement above about my claims denial, I felt like I had to fight the Bank and that scares me being a XXXX woman. I spoke with my mom XXXX XXXX and she knew I was too upset to stand on my own, she came with me to the bank where a bank manager in XXXX XXXX XXXX XXXX, dedicated to help me. She said it would not be a long turn around and that I have insurance on my account, which I knew. It has been another week and half and now she says, she can not see anything, nothing is being updated, the have XXXX business days to fix it and she was not sure what was going on, now I am back in the dark. I was not hopeful. I was told after the denial to contact the Police, why wouldn't they advise that before? I was told by a Fraud department manager, that she was sorry the branch manager wasn't willing to help me but she never asked what branch, what is their name, or that is unacceptable, like they have a choice to help members or not? I was not being a problem within the branch so, why deny me. I still do not have my money refunded. I need help resolving this issue.
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: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Someone fraudulently requested a credit limit increase on my US Bank credit card on XX/XX/2022 and I got a hard inquiry. I did not authorize it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70809
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: US Bank is not providing paper or e-statements for one of our loan accounts. When contacted on XX/XX/2022 the bank informed us it was because the loan was setup on autopay but the other loan we had with them was also on autopay and the statements were accessible. We were not provided a resolution and an " escalation '' was submitted with a promise of response within a few business days. Based on prior experience and escalations I do not believe we will receive a response or resolution to this error. This bank is in clear violation of regulations requiring periodic statements with no sense of urgency to correct the problem. This bank has a reputation of not following through or providing a resolution when issues are reported to them so I am forced to submit the complaint here in hopes that they will be held accountable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74063
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: U.s. bank reversed all or most of my charges to companies i made payments to. My car was repossed and other services were shut off including my cell service. At this point its in the thousands of dollars they are supposed to refund me. My car has been now sold at auction by the finance company. Im out of my car and all the payments i made for it over these years because of the mistakes. Not to mention all services being shut off on me. U.s. bank gov. Unemployment benefits over XXXX dollars
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank is charging late fees in the amount of {$200.00} after XXXX grant brought mortgage current and was processed by US Bank XX/XX/ 2022. I called US Bank and representative stated that between time of working with XXXX and the payment that fees assessed. This can't be true as late fees would not have been assessed within a months time working with XXXX to payment and even if so would not be that significant a fee during processing time. Since payment by XXXX brought loan current, my first payment is due XX/XX/2022 2022
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I reached out to my mortgage company to get assistance with possibly doing a loan modification. I had been impacted by Covid for a year and then after that I took a job for less pay. I experienced great hardship in my personal life after that with someone XXXX XXXX XXXX XXXX. I am now at a point in my life that is stable and have a stable income. XX/XX/22 I was emailed and mailed the incorrect information to request for assistance. How do I know that? XX/XX/22 I received several pieces of mail from my mortgage company. Two documents Introducing a new relationship manager. And another saying they needed additional information. The information requested was listed already on my account as being received and accepted. I was told numerous times on the phone the rep manually marked my account for requests of hardship as being completed. I was also told XX/XX/22 that the application I filled out was wrong and needed to fill another out but had to find it myself. I sent all that was requested yesterday. Today XX/XX/22 I call back as I was told to do to verify if my docs were received. I get told that I need to send more docs in that were already sent once before. I questioned why and requested to be informed what all would be required so I can make sure all my docs are sent in today. I was placed on hold for 15 min and then blind transferred back to the automated system. I got someone else on the line and informed I sent in all the docs but wanted to have it noted that I sent in what was asked and now Im being told that it was wrong. The person refused to listen to what I had to say. When I requested a supervisor several times they hung up on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Usbank corp is not giving me all of my credit balance on my Usbank cash rewards XXXX back to me. They are refusing to give me my cash rewards balance back to me. It is unacceptable and very fraudulent for the bank to do that. I need help receiving all of my credits back from Usbank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 407XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since my XXXX was removed from foreclosure in XX/XX/XXXX, US Bank information re : the LOC account has been flawed with errors. I have written numerous requests to the executive team and others to clarify account foreclosure claims provided by their customer advocacy team and Loss Mitigation mgr. To date, my loss mitigation application which I submitted several times because USBank was not receiving them. In XXXX, the complete loss mitigation application was in the bank 's hands & expected to take 30 days to be completed. I'm still have not received an answer to my application which is nows in " underwriting reviewing '' per the US Bank system. XX/XX/XXXX is the date the application expires if a decision is not rendered. I contacted US Bank on XX/XX/XXXX to modify my 2nd mortgage, however recent events give me serious concern they intend to foreclose on my LOC. The indications of this are a recorded Substitution of Trustee ( no notice given to me ) and no response from the US Bank mgr. who was my point of contact. In recent calls with her, she has been evasive about the decision on the loss mitigation application and the follow-up on the claims of foreclosure. When I brought up removing the mysterious foreclosure, she brought up a XX/XX/XXXX foreclosure which was canceled. I informed her that the XX/XX/XXXX foreclosure was canceled. She claimed to not know anything about that. Though she was concerned if I had a letter stating that USBank pulled the LOC from foreclosure. In XX/XX/XXXX, US Bank started foreclosure on this loan. I requested US Bank to Cease & Desist the foreclosure because I received no notification due to a glitch in their system. US Bank affirmed my request and removed the recorded XXXX and began the loss mitigation process. That process did not finalize before XXXX. After the forbearance period, I had a # of loss mitigation applications never reached US Bank misplaced when mailed, faxed or uploaded. US Bank could not explain the lapse and reminded them about the previous system glitch. My loss mitigation application was finally received and processed on XX/XX/XXXX. A US Bank rep called to let me know there was a problem with my because it had an electronic signature. I immediately sent the app in w/ my authentic signature. Later I got a letter saying the application was closed because it lacked an original signature. Again, it took several requests to get the new loss mitigation application as well as a reinstatement request. In XX/XX/XXXX, I emailed the executive team to request their assistance in getting someone to follow through on modifying the LOC. I also escalated a complaint about the erroneous foreclosure from XX/XX/XXXX. To date, no one has responded to my request for information on the foreclosure. At this point, US Bank has recorded a substitution of trustee, my point of contact has not responded to my phone calls or emails in over a week and the file according to Loss Mitigation shows underwriting is reviewing. If my conclusions are correct, US Bank in my opinion has not proceeded in good faith. I enlist your help to continue the Loss Mitigation process with US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, and XX/XX/XXXX I made deposits to the a US BANK ATM ( ~ $ XXXX and XXXX respectively ). Oddly, both deposits amounts were canceled by the bank, with the $ XXXX being reinstated same day, but the other being held ( there were two checks in this held deposit ). It was apparently held because one of the checks written around didn't match the dollar total. I was not contacted. On XX/XX/XXXX I was doing an audit of my account and saw this discrepancy of over $ XXXX in my account. I traced it back to this issue, which was had been held since XXXX, again without any communication. Contacting the bank on XX/XX/XXXX, I was told it appeared to be an error, and the issue would be escalated, and they'd reach out to me the following morning. On XX/XX/XXXX I called the bank at noon, having not heard back. Working with a new individual, he told me that he was talking to the person that held the deposit, and an error had been made, but that now the check was released. I pointed out that the total amount ( $ XXXX ) was still not in my bank account. He then told me that it was because the checks were returned to their bank of origin, and that I'd have to reach back out to those individuals and have them write me new checks. This, however, is not an option. It's not clear why the entire deposit was removed from my account and sent back, why one of the checks was held, and why there was no communication about any of this until I did my audit. Further, US Bank is not taking accountability for removal of these funds from my account, and I've seen no evidence of the supposed mis-matched check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99301
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my house to convert my home equity line of credit into a fixed rate mortgage. US Bank financed my home equity line of credit and requested home insurance information. I contacted my home insurance company and they provided the information to US Bank. US Bank claims they did not receive this information so I submitted via another portal. In the meantime my mortgage closed, was funded and the home equity line was paid off. US Bank applied a fee for home insurance to my account 2 days before recognizing the full funding/repayment of the home equity line. They now show an exorbitant amount due to them for home insurance they applied plus interest that is precluding my account closing even though they are no longer the lien holder. I have spent many hour on hold trying to resolve this with them and have yet to come to resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A