Date Received: 2022-04-05
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: USBank violated my appeal rights by not sending me my appeal rights after I did 5 disputes. Despite I asked one of the card member services managers to send me my appeal rights to challenge their outcome with XXXX, they didnt send me anything. Their letter has nothing about appeal rights. On late XXXX I called usbank to discuss a dispute with XXXX XXXX. I told them that by the way I had other disputes that I need to bring up. The credit card rep indicated to not worry because I had a year to bring up the dispute with usbank. She told me this on a recorded line. I believe it was XX/XX/XXXX or XXXX. Here is the problem I have : The bank is saying now that XXXX only allows 60 days to bring disputes. Usbank told me several times a year and then 120 days in follow up calls. They said the time is going to depend on the nature of the dispute. Here is the reason why I was not able to bring the disputes in 60 days : I had a contract with XXXX XXXX firm stating that I could not bring any fee dispute but through an ADR process or arbitration with the XXXX XXXX XXXX. Since XXXX started charging me for things she didnt perform like not subpoena people, but charged me for them anyway or illegal recordings she didnt use but charged for, I needed to bring her charges up. She also started changing my fees at one point which is illegal. The XXXX XXXX XXXX give her months to respond. They also toke a long time before they bring up my desire to follow the contract and to have the fee mediation. They claimed that because of covid things were backlogged. I also was affected by XXXX and I was taking care of family member 's who unfortunately were also affected by XXXX. Usbank didn't care and they did not consider that XXXX XXXX violated her own contract. After I spend months to have the fee resolution process with her and the bar, she stated she didnt wanted to participate violating her own contract. I was forced to give her all of this time that I wasted because of our contract preventing me from speaking directly with the bank first. Again, I want to complain that usbank had never give me appeal rights violating my rights to get visa to look into the circumstances and clearly usbank not only violated my rights to have an appeal, but they also lied time on a recorded line about the time frames I had. The last thing that they did was to send me an insulting letter dated XX/XX/22 stating that if i didnt paid the dispute amounts which were reversed on the credit card that they were going to report me with the 3 credit agencies when I have never been late in any card payments and I had never stated that I was not going to fulfill my obligations or pay. I been a client of usbank for 12 years and I never once been late in a payment. I have excellent credit. Their letter content was simply treating and uncalled for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 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 unemployed 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 XXXX 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: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This complaint does not fit exactly into the options provided. My last day of work was XX/XX/XXXX. I worked XX/XX/XXXX and was entitled to Holiday Pay for XX/XX/XXXX. I sent them a registered letter disputing I owed this debt. I have never heard back from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-03
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I've already told you, discrimination, at its worst,. I go in the bank withal these papers, jump thru all these hoops, over, and over again. Only to get turned down. If u do nothing, then I will just have to do it myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95133
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: HI in XXXX I got a email about a part time job offer. I have been looking for a part time job that I can work from home for a while. So I got this email and I applied for the position. It stated that the job was part time, I will work from hoe and it will pay {$400.00} a week. I will be helping kids in need that our in shelters. So a week later I got an email back saying I got the job and my first assignment was to deposit a check and buy some give cards and send it to them. The check was for {$2900.00} I was to take out my {$400.00} and buy 5 gift cards with {$500.00} on each of them so that's {$2500.00} dollars for all 5 cards. I did this four time. everything was going fine till I checked my account and notice all my money was gone out my account. Then I saw that all four checks was returned I was confused on why I didn't understand what was going on. I called the bank which is U.S Bank fraud department and that's when they said the checks was bad and the company was not real. They said that I was scamed and its nothing I can do about it. the lady said she was going to send paperwork out for me to try and get my money back. But XXXX days later I did received some of my money back but the lady at the bank said its on hold until the investigation was over. she said if my case is denied they will take the money back. I did return all the paper work they asked me to fill out. I found out yesterday which was Saturday XXXX that my case was denied. I had called the bank back because I haven't herd from them over two weeks that's when she told me my case was denied. So they are reversing the money they gave back which was only half of it. All together they took {$11000.00} dollars that ; s how much all four checks was worth. I'm fighting to get all my money back. I'm the victim they are making it like its my fault. I don't understand how come they didn't catch this with the first two checks. they are the bank and if they ran the checks through the system how come they didn't catch this. That's all the money that I have. I'm a single mother with XXXX kids. I have been saving that money for a while and need it back to pay my bills. I pray you can help me it seems like I cant find the help I need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55407
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This credit card is from a U.S.Bank ( Skypass Visa ) affiliated with XXXX XXXX, rewarding mileages and discount on XXXX ticket purchase and VIP lounge passes. Every year I am supposed to received two XXXX XXXX VIP lounge passes. However, I have not received anything for the last 3 years. On XX/XX/XXXX, I called the US Bank customer service and inquired about the VIP passes. They simply said they dont know and just wait. They also said the vip passes are good for one year so they can not send anything for the year XXXX and XXXX. They should say they will send me the back order passes XXXX, XXXX and XXXX but they would not help me at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94580
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This credit card is from a U.S.Bank ( Skypass Visa ) affiliated with Korean Air, rewarding mileages and discount on XXXX ticket purchase and VIP lounge passes. Every year I am supposed to received XXXX Korean Air VIP lounge passes. However, I have not received anything for the last 3 years. On XX/XX/XXXX, I called the US Bank customer service and inquired about the VIP passes. They simply said they dont know and just wait. They also said the vip passes are good for one year so they can not send anything for the year XXXX and XXXX. They should say they will send me the back order passes XXXX, XXXX and XXXX but they would not help me at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94580
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On Saturday, XX/XX/XXXX of XXXX, I called US Bank Home Mortgage and spoke with an employee whose employee ID is XXXX at ( XXXX ) XXXX. I had called about a notice of default letter received that was dated XX/XX/XXXX. This letter was dated after I had already requested to apply by phone for a VA XXXX Refund Modification ( a loan modification ) to reduce the monthly payment and create a junior lien for the past due CARES Act forebearance amount ( this would move the forebearance amount to the back of the loan ). A previous rep, whose employee ID number is XXXX, offered the VA Refund Modification on XX/XX/XXXX and stated the first payment would be due XX/XX/XXXX of XXXX. When I spoke with the other rep ( employee ID # XXXX ) on XX/XX/XXXX and was just bewildered about why their system generated 2 " notice of default '' letters, along with a letter acknowledging the request for the loan modification ( all letters were dated XX/XX/XXXX of XXXX ), I was told it was a system error, that the code did not process all the way through and to disregard the error. I then asked for a written letter acknowledging that the error was an error, but she stated that one would not likely be sent. This sounded like double talk in that her later statement totally contradicted her first statement to disregard the error. I then asked if I needed to mail in the additional Request for Mortgage Assistance application that I received ( I got XXXX letters all dated XX/XX/XXXX ). I was told no, that it was not needed. I was concerned about the loan modification being denied without a completed XXXX application on file and was told she checked with her XXXX and again that no, I did not need to send the completed application and if anything further was ever needed, they would request additional information ( the XXXX application letter deadline was shown as XX/XX/XXXX of XXXX ). I then read online about something called " dual tracking, '' where the servicer will move ahead towards foreclosure even if a completed loan modification application has been received and is under review. This is supposedly a prohibited practice. I strongly suspect that US Bank Home Mortgage is just running me around by sending me a notice of default by mail, along with a XXXX application, but then verbally stating no, just disregard and do not mail in a completed XXXX application ( I am Executor of the Estate of a deceased Veteran, who had a VA backed mortgage, and I am also the sole heir and successor in interest, who is currently attempting to exit CARES forebearance with a loan modification until I sell the property ). May I file this complaint with the CFPB that US Bank Home Mortgage sounds like they are running me around about the XXXX app in order to avoid being accused of " dual tracking, '' which I read online is a prohibited practice? I fully intend to submit a completed XXXX application and send it back with the Notarized loan modification documents, but I am just stunned that the " Relationship '' management team representative stated that she " checked '' with her " XXXX '' and was sure that no, I should not be sending the completed XXXX application back at this time. I assume that only what they put in writing is valid, as the loan modification documents to notarize may have a " no verbal agreements '' clause along with the clause that the XXXX assumes the cost of legal fees in the event the servicer forecloses. Maybe they want me to assume liability without a completed XXXX application on file and just start sending in the payments while they eventually deny the loan modification and move towards foreclosure. This servicer sounds like they are stringing people along as they step by step begin to move along a path towards eventual foreclosure. Otherwise, why did she advise me not to mail back a completed XXXX application that they sent out to me in the first place? This was a very ethically questionable consultation and I wanted the CFPB to know right away what was going on. I have also written to one of my Senators from the State of Illinois to suggest that both of my Illinois Senators start convening a committee and hearings to scrutinize how these mortgage servicers are handling post CARES forebearance exits so that Veterans ( or their Estates ) can successfully retain the home through a loan modification ( even if just long enough to sell the property in the Spring real estate market ). Regardless of the eventual outcome of the case, it is absolutely outrageous to be sent an application by mail, with a deadline on it, but then get told that there is no need at this time to turn in the completed Request for Mortgage Assistance application that would likely protect against foreclosure while the loan modification is under review. Just outrageous. Consumers beware.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I went to my US Bank branch in XXXX WA to send an international wire transfer to XXXX XXXX. XXXX. For {$15000.00} ( XXXX XXXX dollars ) Wire XXXX The receipt said that the funds will be available XX/XX/XXXX but the money was never received till now XX/XX/XXXX. and is not in my account neither. I been in the branch several times and they just said that it has been reported. Now they don't want to talk to me anymore. Thank you for your attention. Desperate customer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98072
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Us bank shut down my account on XX/XX/2022. They claimed I used the card for business purposes. Confiscates my points and wouldnt allow me to get statement credit for them. Told them that all purchases were personal and not business related
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A