Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was in forebearance due to Covid until XX/XX/2022. The bank sent me modification paperwork in XXXX with no prior notice or explanation. I did not realize what it was until a week later as I receive alot of XXXX packages for on-line courses I take. Upon realizing what I had received I contacted US Bank and discussed errors in the documents. I was told revised documents would be sent out immediately. To date, I still have never received the revised documents despite my numerous weekly telephone calls. I have spent many hours on the telephone trying to resolve this to no avail. I receive different answers from each person I speak with and continue to get transferred around. I have spent many, many hours on hold only to be disconnected. I am repeatedly told the documents are enroute but they never arrive. In XXXX when I still had not received the forms I went ahead and sent them a check for my XXXX, XXXX & XX/XX/2022 payments but they returned my check stating my account was in foreclosure even though their employees told me not to send any money in until I received and had the modification documents notarized. Although they had advised my first payment would not be due until XXXX I included the XXXX payment to illustrate my good faith since the original documents were dated in XXXX. After my check was returned to me I called them again to discuss the situation but this time was told that I needed to fill out some type of credit application. I completed that document and returned it and again heard nothing. When I called back yet again the employee stated that I needed to complete a second application ( for an unknown reason ) and that it would be sent to me via email no later than today ( XX/XX/2022 ). I have not received any such document, nor have I received any return phone calls even though I have repeatedly asked that they escalate my case to upper management so that I can just straighten this out and pay my mortgage. The employee I spoke with today advised the foreclosure is on hold at the moment but because I have repeatedly been misinformed over the past 4 months I do not trust that this is the case. I am seeking assistance to obtain the corrected modification forms so that I can have them notarized and can resume my monthly payments. I fail to understand how a banking institution can be so disorganized, can employ individuals not trained to do their jobs, and can illustrate such disrespect for their customers as to not even provide the courtesy of a return call when promised. If I had not reached out to them I still would have no idea what it going on as they have made zero effort to reach me by telephone or mail ( Other than the normal monthly statements ). I have tried to be patient acknowledging the effect Covid has had on everyone but this communication breakdown is now jeopardizing the home of myself and my XXXX XXXXXXXX son. I respectfully request your assistance in getting someone with authority at the bank to take the time to finally resolve this. I am unable to upload documents due to volume but have them ready to fax to you upon request.
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: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I closed this account in XXXX due to lose of work and agreed to a string payment of XXXX dollars a month until paid off. I was notified 5 years later by phone that I had a pass due payment. Which I questioned at the time on the XXXX dollars a month until paid off. I was informed that their string payments can only go out five years, that it had gone past five years and now your responsible for the payment. I told her that it would of been nice to receive something in the mail, a phone call or something letting me know. I asked what was the remaining balance, she informed me that it was XXXX and some change. I paid the remaining balance off with the agreement with here that a late payment in XXXX would not be reported on my credit report, due to them not contacting me or sending out a statement. It still shows up as a late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with non-monetary relief
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: On XX/XX/2021 I redeemed points and received two ( 2 ) rewards cards from my credit card rewards program. Upon several attempts at trying to use them at different stores I contacted Elan Card Services and informed them of the issue, to which I was informed that the cards can only be redeemed for XXXX products and services. I explained that in the description it only says physical cash card and does not clearly state that it can only be used for XXXX products. I no longer have a use for XXXX products or accessories. The redemption center engaged in a deceptive and fraudulent practices as it lead me to believe that the card could be redeemed for all merchandise. They sent me a letter saying that all redemptions are final and the I am stuck with {$200.00} in rewards cards which I can not use. Any assistance with this issue would be greatly appreciated and the language should reflect that the cards are for XXXX products only. I was not asking for money or points back just to trade for cards that can be used at any merchant or the equivalent gift cards for other merchants.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10029
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: On XX/XX/XXXX and XXXX, US Bank ( XXXX ) XXXX out of XXXX, XXXX called my phone however I didn't answer. I don't have any financial products with them so there is no reason for the call unless they are trying to sell me something. I checked my credit report this morning ( XX/XX/2022 ) and US Bank ran my credit. I know I have a freeze on my credit due to previous possible fraud, so they have to verify it was me. I called US Bank this morning and they said they never ran my credit. So how did it get on my report? Also, XXXX XXXX ( XXXX ) XXXX out of XXXX XXXX called me the same day and I talk to one of their representatives a specifically told the I am not interested in any loan products. I looked at my XXXX credit report and they also ran my credit. When I called them I was told they run your credit first and then call you for permission to run. What? So again what's the purpose of a credit freeze if they are allowed to run your credit without verifying it's you? How many other companies are doing this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I recently acquired a US Bank branded XXXX XXXX XXXX Generally works well, but is often and repeatedly declined at a number of locations. Have spoken to Customer Service repeatedly without results, so I always carry another card. Went to a State of Texas approved facility this am to get printed for a TX license. The provider swiped my CC to enter my data automatically on his screen. XXXX and behold, the full name, card number, and expiry appeared on the screen, but the data are NOT MINE. He repeated the entire process to confirm with the same result ( I have photos to prove it ). So I have a CC from US Bank, it has my name and card number printed correctly on the card, and since my billing appears to be correct, the chip part seems to be working properly, but the mag stripe portion goes to another user and account entirely. Yes, I have the card and data to prove it. If this is XXXX in the CC industry, this is an invitation to financial shenanigans that are wholly unpredictable. If this is a fluke, at least an entire batch of US Bank CCs is out in the wild swiping mis-matched account data. Depending on the size of that batch, this could be hundreds, thousands, or even tens of thousands of CCs. US Bank is providing a replacement CC, but appears to be taking no further action. This could be disaster, depending on the size/scale of this event occurring in practice in the industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I recently opened a checking account with US Bank. They chose to put a check on hold for over XXXX business days. I requested them to void that transaction so I could just go to the bank and pull the funds myself in cash from the place the check originated. They said this was impossible, I then moved all the funds from that account and attempted to close the account, but they said I couldn't due to pending transactions. Attached is a screenshots showing no pending transactions. They are going against my rights as a consumer by refusing to close the account. I also requested a supervisor XXXX different times, each time all supervisors were in meetings, and 'would call me back ', which also never happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2022, I tried to apply for a loan with XXXX and was denied due to a recent inquiry that was done on XX/XX/2022, by US BANCORP . Recently all my information was hacked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77021
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my shortage, but they did not update my payment. COVID Deferral completed in XX/XX/XXXX - final approval reflected a shortage in escrow of XXXX with the next payment due date of XX/XX/XXXX XXXX XXXX - out of term escrow analysis completed XX/XX/XXXX reflected a shortage of XXXX, the new payment reflected XXXX XXXX XX/XX/XXXX. The shortage portion of the payment is XXXX. While this stmt was still in the mail .... - I paid the shortage, as indicated on the Deferral agreement XXXX XXXX on XX/XX/XXXX They applied the payment to my escrow account but there is no way on the website to see if the payment was corrected ( shortage collection removed ) until the payment rolls to the due date of XX/XX/XXXX. - XXXX payment paid XXXX XXXX. >> new analysis completed XX/XX/XXXX, according to state-schedule - reflects a payment of XXXX and an overage of XXXX - XXXX payment paid XXXX XXXX - XXXX payment reflects due XXXX - they did not remove the collection of the XXXX shortage from the payment after I made that shortage payment XX/XX/XXXX. The analysis completed XX/XX/XXXX is reflecting the deposit to escrow but the effective date is XX/XX/XXXX, therefore an incorrect payment amount and overage. I am required to pay the higher amount of XXXX for one month XXXX because of this neglect. I called USBank on XX/XX/XXXX, spoke to XXXX at XXXXXXXX XXXX and she told me they can not correct this. I called again and spoke to XXXX at XXXXXXXX XXXX and she also told me they can not correct this. Fortunately ( or unfortunately ) I have worked in mortgage servicing and was able to explain to them exactly what happened, why it happened and could have even provided them what screen to go to in in their system to correct this error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My pipes froze and burst XX/XX/XXXX. The plumber fixed the pipes quickly for {$390.00} but the flooding caused major damage rendering my house uninhabitable. My insurance is State Farm and my mortgage is US Bank. There is a financial relationship between these XXXX companies, but somehow not for insurance money. US Bank refuses to use electronic fund transfers or next day mail, and resists using email. As far as I can tell they have outsourced most of their loss draft work to XXXX XXXX XXXX XXXX. I am far from the first person to have an issue with them - https : XXXX Mortgage banks can sell mortgages to other mortgage banks, but I can not take my mortgage to a bank I trust without completely refinancing my loan. I did not start with USBank but now I'm stuck with them and their terrible partner XXXX. Electronic banking is how things are done in XXXX. Today is XX/XX/XXXX and I have been unhappily living in a hotel for months. I blame US Bank. The first check I mailed them for water mediation ( removing damaged floors/walls/ceilings and drying it all out ) came back slowly via regular XXXX mail along with XXXX letter dated XX/XX/XXXX. It said to call them if I needed to send more checks, and I did have XXXX more checks so I called and the man said to use the same reference #. Now I know he was supposed to ask me about the total loss amount and tell me about their additional rules for losses over {$40000.00}. When they received the XXXX checks, XXXX for most of the loss and XXXX for {$390.00} to reimburse me for the plumber, they snail-mailed them back to me with no endorsement and a longer letter dated XX/XX/XXXX. This letter lies, because it says they are " committed to helping you get your claims as fast and as easily as possible. '' Electronic fund transfers are fast and easy and possible ; paper checks and snail-mail are slow and have more steps for error. I believe US Bank is more interested in maximizing profit by outsourcing work to other companies ( literally not servicing my loan by paying someone else to do it poorly ) and making sure they never mail anything priority mail ( to save money on postage? ). Now that I understood their additional rules about sharing estimates etc. I followed them. It did not do any good. They insisted they had not received only XXXX doc, the receipt for {$390.00} from the plumber, and according to XXXX they reversed their entire cumbersome check cutting process on XX/XX/XXXX because they didn't have that receipt. But they did have it, since XX/XX/XXXX, and I have the sent email to prove it. Plus it's XXXX separate checks, so if you have an issue with XXXX stop that tiny one not the other one for {$32000.00}. I filed an internal complaint with them XX/XX/XXXX. It still didn't do any good. I was told to call them XX/XX/XXXX to get my tracking # for the complete payment. XXXX told me everything was " completed '' but kept me on hold for XXXX minutes looking for the " priority '' tracking #. I thought the call dropped ( no hold music ) so I called back and XXXX said no they were still working on it. That call did drop and she chose not to call back. Every time you call them they ask for your # to call you back in case a call is dropped. This is another lie. They will not call you back. I've called them at least a dozen times so far and received only XXXX call back, and XXXX emails back. When you call there is an automated system that has never given me accurate information. " Representative '' is not a choice, but once it's done giving you false info and tries to get you to pick another choice if you say " Representative, '' listen to the menu start again and then say " Representative '' again, only then you will get to talk to a XXXX employee. To talk to someone at US Bank you need to tell whoever is not helping you that you need to talk to a XXXX. XXXX was pretty good on XX/XX/XXXX. She is the only XXXX who did anything helpful -- she even agreed to receive email! More typical is XX/XX/XXXX when XXXX didn't tell me that everything had been reversed on XX/XX/XXXX. It's probably not the fault of individual employees, but from my end it's impossible to tell. Today is XX/XX/XXXX. The automated response is still stuck on {$390.00} plumber XXXX and says it's pending an inspection appointment, and that my {$0.00} disbursement is on its way. I went through the menu and got XXXX somehow. He's a XXXX, the one I talked to on XX/XX/XXXX who told me everything was set and to call XX/XX/XXXX for the tracking number. This is the first time I've spoken to the same person twice, so somehow I was hopeful. This feeling was foolish. XXXX said he was looking at the check for the total amount, but still could not give me a tracking number. We enjoyed disappointed silence for awhile because their " teams runs very very slow. '' He said despite reported " approval '' for priority mail it had gone out snail-mail. How can I believe anything they say? He apologized, again. I asked what happens when I pay my mortgage late? Can I apologize and avoid fees etc.? Repeatedly? He did not answer but I'm pretty sure the answer is no -- I have to remit on time or pay penalties every time. As far as I can tell there are no consequences for when US Bank services my loan poorly, so they do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a 3.375 % 30 year fixed rate mortgage with US Bank on our primary residence with approximately $ XXXX in principal left on the note. In XXXX XXXX XXXX we lost our home to the XXXX wildfires. Our insurance paid out more than $ XXXX, which was being held in escrow by US Bank in order to rebuild our home. ( 1 ) in the state of California mortgage companies are required to pay 2 % interest on monies held in escrow accounts such as this. US Bank refused to pay us any interest on the funds being held, including the amount held over the principal. ( 2 ) US Bank refused to release any of our funds until we had architect stamped floor plans submitted to them, including refusing to release any funds for debris and tree clean and removal. To date we have had to spend over $ XXXX to get to the point where we have stamped plans. ( 3 ) US Bank refused to allow us to rebuild anything other than a 5 bedroom 4 bath home, despite the fact that our previous home was permitted at 3 bedroom 3 bath, and that was what we were allowed to rebuild by the County without triggering onerous permitting restrictions. This is despite the fact that even a 3 bedroom 3 bath home would be valued at much more than what was remaining on the note. This forced us to pay off our mortgage in order to rebuild our home, despite the fact that we did not want to. We were concerned that rates would rise and we would be required to take out a loan at much higher interest rates. We are now in that position and rates have gone up to the point that we are now concerned that we wont be able to afford a new mortgage once our home is rebuilt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A