Date Received: 2022-02-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Case # XXXX Same case, but I should have submitted scans of paperwork from US Bank. Please refer to this case number above so that it seems more clear to why I believe that US Bank is not being fair... I believe US Bank is missing the fact that we fell behind on our payments because of their error. Please see attached letter from US Bank admitting fault and apologizing. We had changed our insurance and property taxes into escrow, we were paying exactly what US Bank had told us to pay. US Bank was holding those funds for the Escrow Account, but not distributing them. When we received notice that our home owner 's insurance wasn't paid, we contacted US Bank and were told, not to worry we had the money in our escrow account to cover... This is how everything fell behind for us. We then were enrolled in the Mortgage Acceleration Program, and began putting our mortgage payment into the account and US Bank returned the payment because they said we were not current on our payment because the payments we were paying weren't being distributed properly, example, our homeowner 's insurance wasn't being paid by our escrow account, therefor US Bank putting Force-Placed insurance on our home. We were told that we HAD to pay the Force-Placed insurance, before US Bank would accept any monthy mortgage payments. Also, enclosed is another letter from US Bank, stating our Escrow account was now short, because of the Force-Placed Insurance. Even tho US Bank had admitted it was their fault that the Force-Placed Insurance had happened in the first place, and also said they would reinverse us? XXXX XXXX canceled us for non-payment, US Bank did not make our payment from our escrow account, as promised. I would also like to point out, that it took US Bank almost one full year to come up with a modification for us, also causing us to fall further behind on our payments and almost impossible for us to ever catch up. US Bank would not accept any partial payments whatsoever, they also made this very clear. As far as a breakdown of the new money, {$12000.00}, we were never explained what the amount was, nor ever shown the breakdown on paper. Escrow shortage of {$3000.00}? Where did our original escrow money go? Is this for the force-placed insurance that US Bank said they would refund to us? I'm still looking, but I'm sure I will locate the receipt for the attorney fees. We paid him directly. Property inspection fees? We kept open communication with US Bank, and they still continued to send people over and sit in front of our house until they saw movement. {$9100.00} in interest fees? And had US Bank not taken almost a full year to come up with a modification, or accepted our payments thru the Mortgage Accelerator Program instead of returning them it wouldn't have gone on that long. The modification agreement does, in fact state on page 2, # 6 Property Transfer... If all or any part of the property or any interest in the property is sold or transferred ( or if borrower is not a natural person and a beneficial interest in borrower is sold or transferred ) without LENDER 'S PRIOR WRITTEN CONSENT, Lender may require immediate payment in full of all sums secured by the Security Instrument. I can also provide a copy as well. Again, because our family was at the mercy of US Bank and hoping not to be mislead by our mortgage provider, and also, US Bank admitting guilt that our homeowner 's insurance wasn't paid and then canceled for nonpayment, and US Bank stated that we would be credited for the force-placed insurance, but seems we were charged anyway in the new money that was added on to our loan. Maybe we should get a copy from US Bank when they were holding funds in an escrow, but not distributing them.? Thank you for your help in this matter, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 564XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had a credit card account with Elan Financial that was opened XX/XX/XXXX. I used this account while in college and my grandfather was a co-signer on the account. In XXXX, my credit card expired and a new card was never re-activated. Unknowingly to me, there were auto-charges for {$200.00} on the account that were still be executed by XXXX and another company I do not recall. These bills were being sent to my grandfather 's office in XXXX and were being paid. In XXXX, his office was sold after he passed away and a forwarding address was provided for mail that was delivered to that location. These charges were again executed in XX/XX/XXXX and I never received a bill or notice of late payment from XXXX or ELAN financial. I found out about the pending charges via a notification from XXXX XXXX that my credit score had reported. I immediately paid the bill in XX/XX/XXXX and closed the account. I then sent a dispute letter to the ELAN financial regarding the charges that were made on an inactive credit card and explaining that I never received a bill or notice of late payment to the forwarding address for my grandfather 's office. To this day, I still have yet to receive correspondence regarding confirmation that the bill was paid, which I requested the day I paid the bill and an additional time I called to follow up. According to XXXX, XXXX and XXXX they have reported the account was closed but continue to report the account balance at {$270.00} ( principal charges and fees ) which I have confirmed is not true. Further, my dispute letter was sent to ELAN financial in XXXX of XXXX and I have yet to receive any response to my dispute to the address I provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: Recently, I took the lease vehicle in for a possible trade in. The dealership contacted US Bank to get the payoff for the vehicle. US Bank has given the dealership two payoff quotes that on contingent on if they ( dealership ) will take my new lease back through US Bank. The difference between what they quoted is over {$14000.00}. Which makes it virtually impossible to get of their lease. At the time that I signed my contract, no of these practices was explained or documented during the transaction. It is not fair to me as a consumer to have to pay a higher payoff amount than what the truck 's original MRSP was at the beginning of the transaction. I purchased this truck in XXXX of XXXX from a dealership in Michigan. Since then, when I first thought about leasing another vehicle ( XXXX ) US Bank only gave on payoff notice to the dealership. If they have changed their practices due to the market changes with used cars that should have been communicated to the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48168
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My name is XXXX XXXX. On XX/XX/2022 I deposited XXXX XXXX XXXX money orders in the amount of {$500.00} into my personal account via US BANK XXXX APP. I usually utilize the branch window or ATM Deposit option but thought the mobile app would suffice. They immediately gave me access to {$500.00} while the other " cleared '' or flagged for random audit so they claimed. By Wednesday XX/XX/2022 upon checking my personal checking account a HOLD was placed soon after both money orders were supposed to be cleared. I contacted the US BANK Corporate 24hr Banking who then disclosed my account was under review due to " irregular activity '' I've had my personal checking and business checking with this bank for close to 2 years without any issues or " fraud '' related activity on my account. I use XXXX XXXX Money Orders to pay myself a salary as an employee of my company bi-weekly between $ XXXX {$1000.00} with my name XXXX XXXX as the Payee and signed the back of each money order. I chose not to have checks with this account only my Not-For-Profit account. I then called XXXX XXXX XXXX to track my money orders and XXXX XXXX confirmed my money orders were cashed on Tuesday XX/XX/2022. The same day both money orders were deposited ; yet a hold was placed on my account on XX/XX/2022. My account has been on hold for 2 1/2 weeks as of XX/XX/2022. I was recommended to contact the main US BANK branch of where I opened my account originally and explain my situation. The branch manager was very nonchalant claiming although my bank statements didn't reveal any illegal activity related to fraud the Risk Department might have see otherwise. However, every time I called to speak with someone in the Fraud Department they claim to have minimal information and directed me back to the branch manager. Once again I speak with the same branch manager and he claims he has submitted a REQUEST TO REMOVE HOLD from my account. He claims he can only submit the request but it's up to the Risk Department to honor the request. I'm being tossed around the banking system like my concerns don't matter or my issue of not accessing my funds is a bother to their day. I continue to get passed around the US BANK system with no resolve to my issue or access to my funds as of today Tuesday XX/XX/2022. On Tuesday XX/XX/2022 I received a letter from US BANK that they started to process of closure of my personal checking account. So let me understand this correctly, the bank puts my account on hold due to a deposit of XXXX VERIFIED money orders yet they claim both money orders couldn't be verified now they are attempting to close my account. As a consumer I have yet to receive evidence or documentation of the legitimacy behind closing my account. The lack of communication on US BANK part is causing my business to suffer for the past 2 1/2 weeks. I have auto-bill pay set up for my business accounts and due to the bank authorizing a hold on my personal account my business accounts are being reported as late payments or returned. This is unacceptable because I've never been late on my business credit. This is a form of discrimination for a business woman of XXXX. As soon as my income increases in my business revenue starts to reflect in my bank statements that includes a paper track-record now it's being " questioned ''. Not once have I had this issue with US BANK in the past. Their business practices are unethical along with the intentional sabotage with no valid reasoning. I will be retaining a lawyer for this issue. I refuse to allow US BANK to get away with this new age racism against people of XXXX trying to change the trajectory of their families on a mission to build generational wealth. I understand fraud is real. However, my character and actions speak for itself. I would never jeopardize my Not-For-Profit organization of 6 years for a {$1000.00} deposit. Once this is settled US BANK will lose another valuable customer due to their inadequacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My personal information was used to open fraudulent accounts. I found out around XX/XX/2019, when trying to apply for school and being denied loans. I received a free copy of my credit report to find that I had been a victim of identity theft. I immediately contacted the companies listed and was required to file a FTC affidavit, a CFPB complaint and a police report from my local department. All of that information was retrieved and submitted to all companies of fraudulent accounts. I disputed these accounts with XXXX, XXXX and XXXX, because the companies denied giving me information on these accounts, for the reasons of the information that I gave did not match what was recorded within their system. These accounts in dispute were removed because I supplied all required documents. The accounts have now been inserted back into my credit report XXXX years later as a charge off. I am being held accountable for fraudulent accounts. I am resubmitting required documents as well as an updated FTC affidavit, and the original police report that was submitted during the time of removal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06705
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I previously made a complaint to the CFPB, at that time I told my experience to a representative and she paraphrased my statements. I dont feel like my experience was accurately detailed, which allowed the bank to respond by simply justifying the actions of their employees and denying any fault. On XX/XX/XXXX I applied for a loan to refinance a mortgage. My loan officer was very accommodating, she quickly called me right after I applied for the loan. From them on she quickly responded to calls and emails. Once the loan went to underwriting, she became more difficult to reach. At that time, I also had a loan processor that I was communicating with and providing the requested documents to. On XX/XX/15, I received my first closing disclosure I had several questions, some things were just me misunderstanding the document, and just needing further clarification as to how the payoff amount for the mortgage was calculated. However, I was also paying off a vehicle loan with this refinance. The payoff amount for the vehicle was incorrect. I wasnt sure why it was incorrect so I was asking if there were fees I didnt know of. I asked my loan officer to call me to discuss my questions but she did not call, just emailed me back. In her email she suggested the different amount was perhaps that I wasnt accounting for the interest that would have to be paid. She suggested I call and ask the vehicle loan department. All my loans are through this same bank, when I called the vehicle department, she even suggested the loan officer could have called her so o wouldnt have to. After speaking with the vehicle department, my question still wasnt answered, so I emailed the loan officer and processor again. The amount of the discrepancy could not have possibly been interest, but my loan officer stopped responding to me at this point. I havent heard had any direct contact with her since XX/XX/15 The loan processor responded and stated she wasnt sure why the wrong amount has been entered for the payoff amount but she would send it to the underwriter to be corrected and I would receive a new closing document with the amount corrected. I then received a new closing disclosure with the amount corrected, but my closing costs had went up by {$20.00}. I contacted the loan closing representative to question why this amount had changed. His email response was very short and dismissive. He informed me that the title department had increased their fees so the bank had to match it. I responded back and asked if he was suggesting I should contact the title company myself. He responded that I could and he didnt create the fees and he wished he knew why it changed. So I called the title company, while I was at work. To ask about the increased fee. She looked into it and told me it was a computer glitch and that she would email the closer to have him remove it. He did not attempt to even look into this problem for me, I did it, while I was working.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: At XXXX the non-profit organization I work for gave XXXX XXXX XXXX to their employees and some volunteers. Eleven of those cards had fraudulent activity. My card that had never been taken out of its cardboard container until XX/XX/XXXX, had only {$1.00} left of the amount of {$150.00}. That {$140.00} was spent at a XXXX in XXXX XXXX, California on XX/XX/2022 at XXXX p.m. The store closes at XXXX p.m. I live in Arizona and was not in California. I called the XXXX gift card number on the back of the card XXXX. The call took almost an hour waiting on line. I spoke to two people. They said they would send paper work to fill out. I received paperwork on XX/XX/2022. It was to be back by XX/XX/2022. I faxed it that day for {$8.00}. On XX/XX/2022 I received a new XXXX gift card with {$1.00} on it. The next morning I started calling at XXXX a.m. I made 4 phone calls to get help. I was told by the 4th person, XXXX that my fax had been received and the fraud team would be looking over my paperwork that I had faxed. They would put the {$140.00} on my card. I was to keep checking to see if it was there which I have been doing. Today I was not able to get in online to the account but was able to call and I still had only {$1.00} on the card. I know the other cardholders whose money was taken and no one has had it resolved yet. One man has not received his paperwork yet and he called in days before me and waited on the phone 1 1/2 hours. There is something really wrong going on with this company. It has to be an inside job. People 's cards were compromised before taking them out of the container they were in. Someone had to know the security code on the back of each card plus the numbers which are concealed even when bought. Please check into this. In just our organization alone a few thousand dollars have been stolen. On the back it says the card is issued by XXXX XXXX XXXX XXXX XXXX XXXX Please help us get our money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I moved from California to New York in XXXX of XXXX. I took my XXXX XXXX Model Y financed by US Bank with me and am required to transfer the registration to New York. I have been working with US bank to get the required documents to register the Vehicle in New York since XXXX of XXXX and US Bank has repeatedly delivered the wrong documents, misled me about what is needed and how to get it, and just completely failed to resolve this issue and allow me to register the car for over 6 months at this point. This has put increased liability on me due to failure to adhere to the registration deadlines set by New York, opening me up for fines and tickets and having to carry multiple insurance polices due to this car only being registered in California putting me at risk for increased liability damages due to inconsistent coverage between the policies in the event something happens. This is besides the fact that carrying XXXX separate policies is ( XXXX in a high risk area of California ) is very expensive. On XX/XX/XXXX my California registration will expire and the vehicle will no longer be driveable due to XXXX Banks continued negligence in correcting this issue. At that point my options will be to park the car or pay irrecoverable fees to register the car in a state in which I don't live ( which I'm not sure but that almost sounds like fraud to me since I'd be saying the car will be primarily driven in California which it will not ). I have attached a timeline of interactions with US Bank, written requests for the documents sent to US Bank, and US Bank 's incorrect registration documents that have been sent to me twice rather than providing the correct documentation. Unfortunately this is the second time this complaint is being submitted. The first time it was submitted by my husband on behalf of me but rather than actually do something about it US Bank decided to ignore the complaint and close it because " they are not authorized to communicate with my husband ''. In the complaint it is clear my husband is listed as an additional contact and not the primary complainant so they could have just have easily reached out to me to resolve this but chose not to. Additionally I have repeatedly requested my husband be authorized access to this account on my behalf so that he may deal with any issues associated with it simply because I don't want to. This complaint is being submitted again without my husband 's information on it so that they might actually bother to look at it rather than sweeping it under the rug.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Getting a line of credit
Subissue:
Consumer Complaint: This is a second complaint in reference to CFPB COMPLAINT ID XXXX, in which XXXX XXXX from U.S. Bank responded to this complaint on XXXX XXXX, XXXX. XXXX did not address the crux of the issue, and that is that U.S. Bank knowingly and deliberately failed to follow applicable consumer and fair lending practices laws when investigating my complaint to them in XX/XX/XXXX. I was not once contacted by the appropriate department at U.S. Bank when I made complaints of discriminatory lending practices for my Simple Loan applications to U.S. Bank. XXXX XXXX 's investigation took much longer than 30 days, and at no point was there any communication as required by law, whatsoever, to notify me of the status of the investigation or that the investigation would take longer than required by law. XXXX XXXX 's response on XXXX XXXX does nothing more than vaguely apologize for the delay in investigating my complaints -- a delay that was unlawful, according to Fair Credit Reporting Act and other consumer laws that require U.S. Bank to have contacted me both about their investigation and their large delays in their investigation, which were far greater than 30 days. I would like U.S. Bank to hold XXXX XXXX accountable for her deliberately not following internal and external policies as they related to investigating my complaint and the intentional delays in their investigation, none of which were communicated to me. If U.S. Bank did not act lawfully, then I request that they be held legally liable. If XXXX XXXX did not act according to U.S. Bank policies and procedures, then XXXX needs to be held fully accountable for her failure to act. Finally, U.S. Bank still does not address that, despite XXXX years of my complaints concerning the denials I received for their Simple Loan product, it took me making a legitimate complaint of discrimination to understand what " poor deposit history and credit performance with U.S. Bank '' actually meant. U.S. Bank is willfully neglecting to acknowledge that they allowed these vague, non-specific denial reasons to be sent to me, and not once were they investigated to provide a specific, detailed reason of what the denials meant -- until I made a legitimate complaint that I believed they had discriminated against me in the lending process. I would not have continued to apply for the Simple Loans had U.S. Bank 's denials clearly and sufficiently explained what " poor deposit and credit history meant. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is my fourth complaint against US Bank regarding XXXX Advances charge. US Bank responded to my first XXXX complaints and I found the response to be unacceptable. This complaint should be sent with Complaint No. XXXX. Specifically, US Bank states in their XXXX XXXX Letters : " If we did not know the last amount of insurance coverage you had. We purchased coverage in the amount of the unpaid principal balance of your account on the date we requested insurance to begin. '' Per my previous complaints, my loan with US Bank is a XXXX. In accordance with XXXX and XXXX regulations US Bank is not allowed to charge insurance premiums for amounts higher than the unpaid principal. Especially, if they claim the XXXX XXXX XXXX only covers the bank 's interest. In XX/XX/XXXX my loan balance was {$16000.00} and US Bank 's bank coverage was for {$130000.00}. The policy premium was {$1100.00}. In XX/XX/XXXX my loan balance was {$14000.00} and US Bank 's coverage was for {$130000.00}. The policy premium was {$1200.00}. In XX/XX/XXXX my loan balance was {$12000.00} and US Bank 's coverage was for {$140000.00}. The policy premium was {$1100.00}. Note, I do not have the declaration letter for the XXXX policy coverage that cost {$1100.00}. Furthermore, US Bank paid " XXXX '' policies in XX/XX/XXXX and XX/XX/XXXX XXXX months after the fact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A