Date Received: 2022-02-02
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: XXXX is only getting one of the two accounts being reported by Elan Financial Services ( US Bank ) while XXXX is getting both accounts. This is negatively impacting my Credit Score with XXXX because the total account utilization percentage is higher than it should be as it is not taking into account two accounts but just one account. I've called XXXX and Elan Financial Services today regarding this issue around XXXX on XX/XX/2022. XXXX said they can not do anything on their end if the Credit Card company does not push them the data for all accounts and they also only see one account when in fact I have two active that is currently being reported on by XXXX. Elan Financial Services told me that I would need to write to their Credit Dispute team in order for them to investigate this issue and they claim that they are reporting all information on all accounts to all three major Credit Card Reporting agencies ( XXXX, XXXX, and XXXX ). No further attempt of assistance was provided by Elan Financial Services when I confronted them of this issue and they did not have a hotline or customer service representative that could look into this issue and implement corrective actions immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I went into a program called XXXX XXXX XXXX. I had another account with US Bank that I also put in this program as well but the account ending in XXXX is the only one that US bank is showing incorrectly on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Of note : the name on this account is under XXXX XXXX, which was my previously married name. There are two issues with regards to US Bank and deceptive practices : I turned in my XXXX XXXX XXXX XXXX on XX/XX/XXXX to XXXX XXXX as my lease had ended. At that time I was not asked to inspect the vehicle, nor did an employee inspect the vehicle for any visible damages. I only received a document acknowledging that I had turned in the vehicle on that date respective to my lease termination. I received a statement dated XX/XX/XXXX from US Bank stating that I had remaining contractual charges of {$3800.00} which included a {$390.00} end of term fee, excess mileage fee of {$2900.00} and excess wear and tear charge of {$650.00}. I called US Bank at that time to inquire about the excess wear and tear charge as I had returned the vehicle in great condition. The representative told me that the charge was to replace a cracked windshield on the vehicle. I disputed this charge because there was no damage to the windshield when I turned in the vehicle, otherwise I would have paid to have it replaced at a lower cost prior to returning the vehicle. The representative told me that US Bank did not pick up the vehicle from XXXX XXXX until 2 days later and there was no proof that there was no damage to the windshield at the time I dropped it off. I advised that the employee at the dealership did not do a walk around with me when turning in the vehicle and I should not be held responsible for damage that occurred in the dealership parking lot if it sat there for two days prior to being picked up. The representative advised me that unless I had photo proof from XX/XX/XXXX that the windshield had no damage, I would be responsible for that charge. I do acknowledge that I am responsible for the mileage balance and term fee. I was contacted by US Bank I believe in XXXX or XXXX of XXXX to discuss payment options. At that time, I stated that I would be unable to pay the balance in full at that time due to reduced work hours as a result of Covid and requested options for a payment plan. I was offered a 24 month payment plan with monthly payments of {$160.00}. I asked the representative for monthly statements to be mailed so that I could send payment each month. After a couple of months I received another phone call asking about payment arrangements and at that time I advised the representative that I had never received a statement from US Bank so that I could make the monthly payments. The representative confirmed the address on file was correct and she said she would send a ticket in to research why I am not receiving statements. I never received a response back. I received another phone call from US Bank and was told at that time that statements are not mailed and that it is my responsibility to make the monthly payments as they have the option for me to do that over the phone. I advised I was not comfortable with that method and that again I needed to be mailed statements so that I could ensure payments were being received and that my balance was decreasing accordingly and also as a reminder to make payment. I receive other mail from US Bank but never a monthly statement after several requests so I advised the representative that is why monthly payments are not being consistently made because any other outstanding balance I have from any other business or vehicle lease I am mailed statements. XXXX XX/XX/XXXX, I called in to attempt to make another monthly payment. XXXX is the representative that took the call and he advised that he has no record of me ever having a payment arrangement on file and that at this time US Bank is only offering 12 month payment arrangements. I advised him that was incorrect and that I did have a 24 month arrangement set up because how else would I have known to make payments of {$160.00} if I didn't have an agreement set up, I couldn't have just made that amount up. Again he stated that there was no record of any arrangement and that 12 months was the best they could give me as of the date of the call. I asked why wouldn't my agreement be honored since it was setup prior to today. He then asked me why I couldn't make the higher payment and I explained that was the most I could pay per month because of a reduction in hours due to Covid. He then offered me a one time hardship offer of {$2000.00} to pay off the account in full. I advised I could not pay that amount today and he became very rude and pushy asking me why I could not pay off that amount today, which is frankly none of his business. He stated that I could make the same payment amount of {$160.00} but since it's not in a " formal '' agreement I would continue to receive monthly collection calls. I asked if paying that amount would keep me from having collection practices put against me, which he stated that he could not say yes because I would continue to receive calls. He then looked up my previous lease payments when I had the vehicle and stated " well your previous lease payments were {$640.00} so why can you not pay the higher amount per month? '' to which I advised him I have a new car payment. This is deceptive practice on the part of US Bank. I know there are multiple phone records with regards to my account as they document every time I have had to call in for an issue, so there has to be phone record of the 24 month agreement being set up as well as multiple calls with me requesting for statements to be mailed. The actions of XXXX today I would expect from a collection agency, but not from a bank. It almost seems like they want to do everything in their power to make it difficult for me to honor my payment obligation since I am not rich enough to just pay off a $ XXXX balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am nearing the end ( finally payment ) of my mortage with US Bank. I spoke with a representative last Monday XX/XX/2022 and asked for a pay-off amount and stated that I would like to apply the monies that were being held in escrow ( taxes, insurance ) to the final payment. The representative stated that typically US Bank does not do it that way and it would take approx. another 20 days for them to refund my money. She did however provide me with an email address to the department which handles these actions and stated that it should not be a problem to use the escrow funds- my money- to make the last and final payment. I have contracted this department three separate times and have only received and auto-generated response of " Thank you for your email. Serving our customers is our top priority and a response will be provided after a thorough review of the inquiry. '' The escrow funds are my money, money that I have paid into my mortgage account, and I feel that I should be able to use my money to pay off my mortgage. If US bank insists on holding my funds, then I should be entitled to interest on my money. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just ended my 1 year COVID mortgage relief program with us bank. I was told that I would receive a lower monthly payment and a lower interest rate. And most importantly I would have one month before I have to make my first payment on XX/XX/XXXX, XXXX. I called twice in XXXX on the XXXX and and on the XXXX and I was told twice that I do not have to make a payment until XX/XX/2022. I requested that they send me that in writing and they said they couldnt send in email so just wait for a letter that never came. I receive no confirmation that my payments will be lowered and my first payment will be on XX/XX/2022. I called to check in and they now say that my payment is so on XX/XX/2022. They said they have no records saying that I can make a payment on XX/XX/XXXX and all of my payments options still reflect my original mortgage payment and not the new lowered mortgage payment that we agreed upon. I feel misled and lied too from this corporation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: US Bank holds the loan on my vehicle. I registered this vehicle with the state of Maryland in XXXX of 2021 and have been struggling to get the lien holder to process the title transfer from California to Maryland. Based on numerous emails, US Bank appears to have Since XXXX of 2021, I have calling and emailing back and forth with US Bank to get this done. I can not get anywhere. All they ever do is tell me it is not done yet. On several occasions, I asked for the name and contact information of someone who could help do more than check the status of the state to state lien transfer. I have repeatedly requested that the matter be escalated in the system and was told that they did not have the authority to write custom email requests. Despite the fact that I make monthly payments on this loan, I am unable to legally register the car nor can I attempt to sell it without the title transfer. I received a citation for an expired tag and have had to request a trial date to avoid paying a fine for something that I have absolutely no control over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21202
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
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: XXXX is charging for X-box live and I have tried to cancel the account and charges through them. They require that I respond to an email sent to the email on file to cancel the account and you can't cancel the account any other way. The account was setup years ago and a request was made to cancel it back then when the device to use it on was disposed of. We were told the account was canceled then so we believed it was resolved. However, a year later we are still being charged so we tried to cancel it again. Unfortunately the company providing the original email service is no longer in business and access to the email address is not possible. Given this XXXX will not let us cancel the account. They told us there is no recourse since they can't validate we are the actual account holder as their cancelation policy requires. So we went to the credit card company and in XX/XX/XXXX they told us they would cancel the existing card and re-issue us a new card. This would stop the charges. One year later they allowed the charges to go through again. So I contact XXXX again and asked if there was any other way to cancel the account and was once again told no. Only by responding to an email sent to the original email the account was started on to validate the account holder can we cancel the account. In XX/XX/XXXX we again went to US bank and told them we are not getting the goods or service XXXX is charging us for nor are they allowing us to cancel the account. So they once again told us they would cancel the card and issue a new credit card with a new credit card number. XXXX year later same issue. So I emailed them and wrote out all the issues we were having with XXXX and how we had tried to get US bank to stop the charges as well. We got a letter telling us that they do not stop re-occuring charges that we have to go to XXXX to get them stopped. However given the circumstances they notate our account to not accept charges from XXXX but this would mean we would not be able to buy goods or services from them with our credit card. Obviously by this point we were ok with that. One year later again we get charged. Again we get told even if we can't get a creditor to stop a re-occuring charge and we are not getting the goods or services they are charging us there is nothing the bank will do to block the charges. I felt I had no choice but to cancel the account and they are sending me a confirmation letter that it was canceled. It clearly states in the consumer credit protection act that a credit card company can revert the charges or stop them if we are not getting the goods or services as promised by the creditor and still US bank refuses to do just that. Essentially if a re-occuring charge is started on a credit card there is no way to stop it. The provider whom the charges are coming from doesn't have to stop charging the card and the bank has no desire to stop the charges. XXXX there are no protections for a consumer since both the service provider and the credit card company are working together to stop the cancelation. In XX/XX/XXXX I asked to cancel the card then but they sent me to a cancelation group as they put it who outlined all the reasons I should not cancel the card and spent 20 minutes telling me all the ways the bank is helping me and how they could block the creditor so I let it go one more year. This year I told them I don't care what they say I am not listening cancel the account period. We shall see if they send me the letter and or I get charged again for the XXXX services I am not receiving. I have very little confidence I will get the letter and am 90 % certain I will have to fight to get the account closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: U S Bank closed my account because it was suspected to have been used with out my permission then reopened another account with transactions that had already completed ( paid for ) /double posted, instead of applying an adjustment to the account they applied provisional credit credit which I lost the dispute because I was told to ignore submitting documents to prove anything as I had never disputed these transactions with XXXX XXXXXXXX XXXX I had only disputed them with us bank for double posting them. Today I see more forced post adjustments that do not even have provisional credits/disputed even attributed them, bring my balance to a negative XXXX XXXX XXXX XXXX dollars and XXXX XXXX cents. It should be negative XXXX XXXX dollars and if all the overdrafts are taken off ( which are due to these provisional credit reversals ) then it would be a positive balance. Im littlerly with out food and Im begging local businesses for water to drink, Im on the brink XXXX XXXXXXXX XXXX XXXX XXXX due to their mistakes due to the result of their fraud detection and closing my account and creating a new one and so on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The long and painful process of dealing with US Bank Gift Card Customer and Fraud Services. The packaging states " A XXXX Gift Card is always enjoyed and never returned. '' Out of about 30 Gift Cards I purchased during XXXX, 2 cards were hacked and funds fraudulent stolen. 2 out of 30 ( 6 % ) were hacked. Once hacked it the card is not a joy and was returned to me. Clearly false advertising and their 1st broken commitment. -- - XXXX Two {$100.00} XXXX Gift Cards were purchased at XXXX and activated. Total Cost {$210.00}. XXXX Daughter in Law received cards and attempted to use. Purchases had already been made and funds were gone. XXXX Cards were returned to me, she wanted no further involvement ( after all is was her present not punishment ). I Contact US Bank Gift Card XXXX. Waited on hold for more than 20 minutes. Was promised that cards would be reloaded over the next 10 days. XXXX A {$10.00} credit had been put back on each of the cards not the full {$100.00} ( 2nd broken commitment ). I again contacted XXXX, on hold over 20 minutes. Was told that I would have to have my Daughter in Law authorize my efforts to recover the funds on the card she had registered and wait on hold again. Asked to speak with a supervisor was put on hold for another 20 minutes and was cut off by XXXX. XXXX First complaint to the Consumer Financial Protection Bureau ( CFPB ). XXXX - Call from XXXX US Bank ComplainXXXX Department, XXXX ( XXXX ). The only way is to call the number on the card XXXX. XXXX - XXXX Customer Service. ( 30 minute wait ) Can not help me on the XXXX card since I am not the registered person. Held for Supervisor - 25 minutes, XXXX Despite my Reasonable and justified request, she refused to process further unless my Daughter-in-law was on the line to authorize. XXXX I called US Bank Complaint person, XXXX ( XXXX ). He could not assist me further XXXX - Payment Services. XXXX ( XXXX ) - US Bank Card Services - XXXX - XXXX Customer Service. ( 30 minute wait ) XXXX - Give me 1 minute to tie in my very busy Daughter-in-law. Took 3 tries to reach her. XXXX can not transfer the card rights to me despite my Daughter-in-law specifically authorizing it. We were transferred to the Fraud Department - ( 30 minute wait ) XXXX - Asked if we contacted the Police or the merchants involved. Recommended that we file a police report, provide US Bank Gift Card with written forms, and provide copies of our picture IDs. US Bank does not require this in returning our funds. US Bank practices lost the funds before we could take any actions with the Gift Cards. We are not inclined to waste our or US Bank 's time in complying with further paperwork request. XXXX Received a XXXX Letter of Apology from US Bank in response to my Consumer Protection Financial Bureau ( CFPB ). XXXX Received a XXXX US Bank Dispute - Claim XXXX Resolution Letter for card XXXX. {$90.00} charge was a " error '' ( What? ). Final credited {$90.00} posted to my account. ( WHAT? ). Claim closed ( WHAT? ). XXXX Received a XXXX US Bank DisputXXXX - Dispute Form for card XXXX. Required to submit in 10 days to recover assets. Not a reasonable time frame given our situation. We were told reports were not required to gain recovery ( 3rd broken commitment ). -- - Rigid and senseless Customer Service practices makes the US Bank Card Services Customer Support painful and time wasting. None of the US Bank Card Service contacts provided any indication that US Bank Card had any interest in improving their process issues or adequately compensating their customers for time and frustration. US Bank Card process issues as I and my Daughter-in-law experienced : 1. Card sales practices that allow for such a high rate of Card hacking and fraud. 2. Despite knowing me and the card in the incident, they required involvement of my Daughter-in-law who had registered the card. 3. Their process would not transfer me to anyone higher in the Support chain to reach anyone that had authority to resolve the issue without involving my Daughter-in-law. 4. US Bank Complaint department provided no assistance or relief. 5. A 2-tiered process - first the Customer support then transferred to Fraud Department costing 30 minute waits each for a total of 1 hour. There is no call back in the Customer process, only wait on hold until an agent can answer. 6. They have no expedited process for existing known customers calling back, why should a customer with a current incident need prescreening again. 8. Multiple misleading, if not fraudulent, US Bank statements in writing and verbal. See broken commitments above. 7. Poor Customer retention - No compensation to me for the time and frustration their practices caused. I will be avoiding XXXX Gift Cards in the future and will recommend to anyone else to do the same.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-01
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I went to the Vietnamese restaurant and ordered some fried rice. When I got home, I realized that the food did not have all the listed ingredients on the menu. I attempted to contact the restaurant but could not get through. I submitted a bad XXXX review and a representative of the restaurant responded and asked me to send an email to the manager. The manager and I exchanged some few emails, however, she did not refund my money. The manager stated that they changed the menu, however, their employees were not informed or so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A