Date Received: 2022-02-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XXXX, I was notified via text message that there was a transfer of funds from my account for a XXXX purchase. I have never, nor do I know how to do such a thing. I " googled '' XXXX in search of a phone number to call to dispute this alleged purchase. I got someone on the phone that said he was from XXXX " fraud department '' and he would assist me in resolving the issue. He asked me to screen share ( on my phone ) so he could further investigate the matter. He had me download an app called " XXXX ''. I was walked through several steps as to what to do as he was supposedly looking into it. I need to point out that I DO NOT have any banking apps on my phone. He continued whatever he was doing and when he asked me to " allow '' during the screen sharing, I complied ( all the while, thinking I was getting the initial issue resolved ). This seemed to be taking some time so I decided to go sit down at my home office desk. Still listening to him tell me what he was doing, ( step by step ), I noticed out of the corner of my eye, that my desktop computer was " awake '' and something was happening. The opened page was MY US Bank online, and I watched some " XXXX '' transfers taking place. I immediately questioned HOW he did this and WHY he was, what appeared to be, transferring money from my account. I was told they have a way to get in so they can refund the money that was originally disputed in the previously mentioned XXXX purchase ( remember, I have no idea what this was ). I proceeded to watch and he kept assuring me that what he was doing was just to verify my identity and my account. He would transfer money to someone and then I would question it and then he would refund it????? I was quite alert to his many transactions and kept inquiring why just to be told " you can see I'm refunding some of the transfers also ''. The following is a list of the transfers TO and FROM individuals that he claimed were the " supervisors '' and or " account managers '' etc... ) none of whom I know. TXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX} These were NOT done in this order... there would be one debit then there would be a credit, then 3 debits and another credit would show up. I was feeling very uneasy about this and immediately shut down my computer and phone, I first contacted my banks, who closed all my accounts immediately. I then call my local Police Department and filed a report. I then reached out to US Bank fraud department and filed a claim. Claim got denied and I was told to go to the branch and speak with the branch manager, He stated all he could do is file an appeal to the denial of my claim. The second appeal was also denied. I called US Bank fraud department one more time and they said this was a XXXX issue and the bank holds no responsibility. I recently was speaking with someone who has an almost identical fraud/theft case as mine and told me about CFPB and docket no. XXXX and also about Regulation E, so here I am submitting my complaint in hopes I can get some assistance in retrieving my {$3400.00} BACK. I am not going to upload my police report, bank statements, and other paperwork submitted to US Bank at this time ( as it has my personal information on it ) but I will provide all documents when requested through a secure email or website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/2022 I attempted to register my prepaid XXXX debit card using XXXX as instructed on the card. I tried 4 different browsers, 2 different computers, and 1 phone and all results were the same " Oops there was a problem ''. I called in to the XXXX phone number to resolve the issue. After 2 hours on the phone, I was hung up on by a supervisor. The agents could not resolve the issue without me " validating the card through the automated system '', however, THE AUTOMATED SYSTEM NEVER GAVE ME THAT OPTION! When I call in and enter the account number, the system sends me directly to a representative with no other options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48044
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was gifted a {$50.00} XXXX Gift Card ( XXXX ) purchased from XXXX on XX/XX/22. When I went to use the card, it was declined. I tried validating the card online and then calling when I kept getting the error message. I have called 3 different times to try to resolve the issue. The wait time has been 45-60 minutes and then I am just told to hang up and call the XXXX number for the automated system or in one instance I was hung up on. The XXXX number they are referring to is the number I am calling and it just connects me to a representative. I am not able to return the card to XXXX since it is a gift card. All this leads me to believe that this gift card is not legit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I opened account with us bank and they closed it and are refusing me my money and its XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55901
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a Visa credit card through my ENT XXXX XXXX issued through Elan Financial Services. I believe it was XX/XX/2022, when I received a notification of a fraud alert. The notification provided a case ID number XXXX and requested a call back at XXXX, a number that was different than any number on my card or on my statement documents. For this reason I was concerned that it might be a scam and did not call the number provided. I attempted to go on line to check for any unauthorized activity on the card only to receive an error message stating to try later or to call if problem continues. I tried to access several more times over the next few days. On XX/XX/2022, I attempted to use the card and it was declined. I then called the number provided on my card and was connected to the Fraud Alert Department. The representative was rude and condescending. I advised that since the number left in the message was different than the number on the card I was concerned that it might be a scam since scams are prevalent and I have previously had my identity stolen. She stated that I should know to always call the number on the card. She went on to question charges on the card asking : What is XXXX and why are there a number of transactions to them? Here is a charge to XXXX XXXX, did you buy something from XXXX XXXX? There is a charge to XXXX, what is XXXX? Her tone was aggressive and accusatory. These were not atypical transactions. They were transactions with vendors that I had previously done business with. I have had previous fraud alerts with other credit cards and they typically were for purchases that were made out of the area or were for items and amounts that were not typical of my spending pattern. With the nature of this call, the tone of the representative, and considering the transactions being questioned, I am concerned that I am being targeted for transactions that might suggest political views.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for assistance due to loss of income multiple times since XXXX. I keep getting denied. I received a notice.of default XX/XX/XXXX. Covid hit and I entered info Forbearance around XX/XX/XXXX for XXXX months. In XX/XX/XXXX I submitted another request for assistance and was offered several options after Forbearance. I was told I would receive paperwork to sign. In XXXX I still hadn't received the paperwork and called the bank and was told I had new options available. I requested loan mod and partial claim with limited documentation. I submitted what was requested and waited. I was asked different letters and statements which i supplied. I kept calling for status updates and was told it was in review. I called XX/XX/XXXX and was told they were waiting for documentation from me, which I supplied on the XXXX and the website stated that I submitted everything. The rep said she would submit back to underwriting. I explained that I was already offered options and was waiting for documents to sign. In XXXX I received a denial letter and was told to apply again and i would recieve a packet on the mail. Then XX/XX/XXXX i received a notice stating that my application was closed due to an incomplete application This has been the cycle since XXXX. It took them almost 2 years of missed payments before filing the NOD. I.want to keep my house. I dont understand why I keep applying and get denied. Now for public record against me.which is the NOD.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91340
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
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: Dear, US BANK/ELAN FINANCIAL SERVICES This letter is in regards to the account ( XXXX ) reporting to my XXXX credit file. I am requesting that you contact XXXX in good faith and agree to delete/remove this account. It is set to be deleted/removed on XX/XX/XXXX which is 16 months from now due to the 7-year limitation negative reporting rule. This account was fraudulently opened and used back in XXXX of XXXX. I have repeatedly tried to reach out and have this issue resolved due to the hardship this account has caused by being on my credit report while dealing with the damages of COVID-19. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55337
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In 2021, both my co-signor ( father ) and myself received letters from XXXX stating that he had been removed as a co-signor from my loan. We both later received a letter in XXXX of 2021 stating that the initial release was done in error, and he had been added back. My co-signor submitted an inquiry to XXXX on XXXX asking what would be required for him to be released from this loan, to which XXXX responded noting my on-time payment requirement had been met, and I simply needed to submit the application to have him released. On XXXX I called XXXX to ask how to do this, as it is not listed on their loan servicing site anywhere. The representative stated he would email me the application, which he did the same day. I completed the application as it was provided and gathered the required supplementary documentation, which I submitted on XXXX. I was right away notified my signature must be physical and scanned or DocuSigned. I then DocuSigned the application, and resubmitted this on XXXX. I heard nothing further from XXXX aside from their automated response that my documentation had been received, so on XXXX, I reached out for an update on the status of my application. On XXXX I received a call and a letter from XXXX. The letter stated that the application was missing pages for personal references. I emailed XXXX back asking how I could be missing pages when the entire application they sent had been completed and returned. XXXX then claimed that I needed to enter " N/A '' in any location I had left blank. The application does not state this is a requirement, but I still did this and re-submitted the application again on XXXX. On XXXX I called XXXX to inquire about the status of the processing of my application, and spoke with a manager named XXXX. She informed me that my application would not be accepted as is, because it was signed in XXXX and the supporting documentation was now too old ( I pointed out how XXXX failed to process the documentation in a timely manner in the first place, which makes this an issue they should be resolving despite the allegedly old information they claim to now have, she was not moved by this argument ). She then put me on an extensive hold while she tried to look into the letter I received from XXXX claiming personal references were missing. When she returned, she stated she could find nothing about this in their documentation and has historically never been asked by US Bank to have applicants submit this. She also then stated that she didn't believe the DocuSigned application would be acceptable. She then proceeded to tell me that she's never in the course of her employment seen US Bank approve a co-signor release, and she recommends that all applicants just re-finance their loans to get the co-signor removed. My loan terms, however, do specifically indicate that a co-signor will be able to be released, which is what we are trying to do. I did resubmit the documentation with my most recent paystubs and re-signed in DocuSign so the date signed was XXXX. This was all submitted to XXXX once more. On XXXX, I received a letter from XXXX stating that my application could not be processed because it was not signed and my documentation was out of date. Clearly, none of these these allegations in the letter are accurate, and XXXX and US Bank are doing everything they can to dissuade me from further trying to release my co-signor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XXXX ( I believe operated by US Bank ) is completely shirking its responsibility. 1. I can not activate the card online. the system tells me to call the phone number. 2. I call the number and ( after a 60 minute wait ) I am told that I can not be helped until the card is registered online. I try day after day and still nothing. 3. The sticker on the card states that the card can be used in stores without being registered online. But the card was declined. No way of accessing the funds on the card. I have the receipt from the market it was purchased
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91214
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I submitted an application online for a Home Equity Loan with US Bank. Immediately following the application process, I received a request to supply loads of documentation to include pay stubs, W2s XXXX and XXXX, home insurance policy, current 1st lien mortgage statement, current 1st lien mortgage Note, etc. This was prior to receiving any idea of rate ranges, terms, etc. Also, some of this documentation, especially my 1st Mortgage Note which the application screen said was being requested to support a Benefit to Borrower, seemed to be not necessary unless the plan was to bait-and-switch my application for a HE loan to a full 1st refinance with cash out. I tried to contact the processor contact that was referenced online as tied to the application. I did not receive a response back ( admittedly I only waited a little over a day but rates are increasing daily at various lenders ). So, I thought that since US Bank is a known lender, I would go ahead to submit the documentation even though I was annoyed as I believe recent regulatory requirements support that " money is time '' and lenders should not require all sorts of documentation from applicants prior to providing at least some information about the loan for which the applicant is applying. I had received ( and still have not received ) absolutely no info on rate ranges or product terms. It took me hours of my life to find everything, log into various accounts, try to scan papers into the computer, submit to US Bank online, etc. ) Once I submitted the final document due, the next screen that popped up was one with the following comment : " What to expect during your application experience : Thank you for choosing U.S. Bank as your lender. Once we receive the required documents your income will be verified, an appraisal will be completed-at no cost to you. The appraisal may be a full, requiring a licensed appraiser to come to your home. Once all steps are completed your closing will be set up at a local branch with a banker to complete the closing paperwork. Your patience is appreciated while we experience higher volume due to lower interest rates. Our current response time is 24-48 hours. Due to volume our loan process is taking an average of 50 days. '' If I would have known they were taking 50 days to close, I would not have applied. I also do not want to automatically move into a valuation product being pulled ( I would be okay with an electronic or desktop product ) nor to waste the time of my company to validate income if the rates are going to be ridiculously high. How dare this company waste my time when they are running 50 days to close and request documentation that is not really required. ( Why is my 1st lien Mortgage Note required? Specific reason given for Note request was that it was supposedly needed to support B2B, but that seems off unless I am applying to refi my current 1st lien to another 1st lien ( which is not the case ) and comparison of rates, payments, etc. becomes important. They did not provide some high level or range info about the product for which I am applying and for which I may be approved at best case. There was no link to clarify the product details. I will be furious if the offer that returns is 7 %, for example when I already have 6 % offer. I thought " well, I will give US Bank a try just in case is cheaper ''. Now, I have wasted so much time and been treated contrary to my understanding of recent rules designed to avoid just this type of situation. Also, and this may be unfair but I suspect it is potential that US Bank was requesting the Mortgage Note which they stated was needed to support B2B in order to do a switch-a-roo ( trying to send me towards a 1st lien refinance which is not the product I requested ). In fairness I may be wrong but can not think of any B2B reason why the Note is required. Note : I am more savvy than a regular applicant because I have worked in compliance and risk management functions for another financial institution but many who apply are not so savvy and may feel they have too much skin in the game to not continue towards closing with US Bank even if the rates and terms come back less than desirable. I was a fool to waste my time to even apply without any kind of rate ranges but read an article that the lender had competitive rates and thought most of the larger financial institutions had moved to a path that would give preliminary terms prior to seeking additional documents or at least disclose if they are running 50 days out ( as is an important factor for us since we are interested in potentially spending a portion of the money for an investment purpose but this extra time has totally ruined that option, I fear ). PS - I have gotten literally nothing with an application number or any way to reference my specific application ( which was entered on XX/XX/XXXX ). I received an email with a link button to Review Disclosures on XX/XX/XXXX at XXXX XXXX MST with email header of Liabilities Review Document Reminder but when clicking on that link, it just took me to the site where the company was requesting additional documentation. No disclosures have been received thus far.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A