Date Received: 2022-01-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: unauthorized transactions, charging me overdrafts fee and i never had my card it was lost
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As part of the COVID Relief Act and due to my 18 month deferment coming to an end with my XX/XX/XXXX pay I contacted USBank on XXXX spoke with a XXXX, to get my options to start to repay my payments. I was provided two options. XXXX ) Pay the past due amount in full 2 ) Agree to a 3 month trail modification and then see if a full loan modification will be approved. The terms XXXX explained for the trail mod was to make 3 payments for the months of XXXX, XXXX and XXXX in the amount of {$1000.00}, and the past due amount would be placed in a Balloon lien on my loan iao {$22000.00}. I asked if any interest etc was added to this amount and never received an answer. XXXX also stated that there was an Escrow shortage and that needed to be covered. I advised that I sent in a check iao {$570.00} on XX/XX/XXXX and asked if she could validate that amount and she stated that was another dept, but that amount " should be reflected within the modification ''. I made the three trail payments and then on XX/XX/XXXX I received a call from XXXX stating that the modification documents were not complete and to continue to make the payment ioa {$1000.00} until the modification was finalized. I received the loan modification documents on or arou d XX/XX/XXXX and the terms that I discussed with XXXX on XX/XX/XXXX had changed so I called and spoke with an extremely rude representative to inquire about the changes and she couldn't provide the answers and got really defensive so I asked to speak to the assigned relationship manager whom I have attempted to contact multiple times and she stated he/she wasn't available but would send an email to contact me due to my questions about the modification terms. After calls and no answers I signed the documents to avoid negative consequences to my credit and avoid the risk of foreclosure which had been mentioned before. Not sure it that was scare tactics but it worked!! As a new homeowner I wanted to avoid my credit getting ruined and not losing my home at all cost. I received my annual Escrow Analysis on XX/XX/XXXX which was dated XX/XX/XXXX. I called and spoke with XXXX to inquire about the payment that is listed vs the modification and she couldn't tell me what payment should be made and told me to contact the mortgage assistance dept. I called my relationship manager XXXX XXXX, whom I can never get in contact with so I held for an extremely long time without being able to continue to hold to speak with a representative about my concerns. It concerns me that none of my questions in reference to the changes to the modification agreement , trail payments not being reflected on my account, the XXXX XXXX not being documented or outlined within the modification documents, and the XXXX increasing by $ XXXX. As a consumer and new homeowner I feel that my mortgage company is taking advantage of this crisis and not disclosing all the terms of the modification. It is extremely discouraged and worrying that a company so large doesn't have employees to clearly explain or answer questions that a borrower has on such an important purchase and livelihood for their family. Large companies should be held more accountable and assist a borrower calling in for assistance to ensure they understand what actions are being taken on their loan. This truly has stressed me out and caused lost od sleep worrying about if I did the right thing in purchasing a home. I hope no other borrower received/receives this type of disregard when honestly teyi g to do the right thing and ask questions and get quality assistance from their mortgage company. I also have an amount of {$1400.00} in corporate advances which could not or was not explained. Something has to be done to better provide explanations of fees/cost to borrowers instead of just placing it on a statement without any explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed our HELOC on XX/XX/XXXX and requested a reconveyance be recorded to remove the lien from our property because we were refinancing to build a new home and had a lock in rate on both the construction loan and cost of the new home from the builder. This HELOC was paid in full ( zero balance ) for almost a year prior to closing the account XX/XX/XXXX. I have since called USBank 14 times and spoken to 21 different people all assuring me either a satisfaction of mortgage has been recorded or will be recorded. To date one has not been recorded. Nor can I ever seem to talk to anyone higher up than someone answering a phone who can't tell the difference between a recorded document from XXXX or current. I can provide every day and to whom I have spoken.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Bought multiple prepaid credit card for the XXXX gift last year. Employess came back with the reponds of " no balance is loaded on the credit card '' Logged to check and found out there were multiple unauthorized chagres on few cards we bought. Reached out to the fraud department and can't get hold of anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90006
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX, three debit visa gift cards were purchased a local supermarket on a credit card amounting to {$700.00}. The website provided on their cards does not work to register them. On XX/XX/XXXX one of the cards were used and the merchant declined it. I called the bank on the back of the card and was told there was fraud on the card and I provided my contact information and was told a replacement would be received in 7-10 business days. I never received the card. I went back to the supermarket and the manager gave me another number to call to their corporate department and they took down the information and gave me another number to call. I proceeded to call them and they indicated the first card should work and the other two cards had fraud on them and they want to replace them. I told the bank that I wanted my money back as I don't want to run into the same situation again with the cards not working and not being able to register them online to check balances. They have refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92011
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is my second complaint regarding this situation. I made a deposit on XX/XX/XXXX in the amount of {$7500.00}. This is the same deposit I make EVERY month. The check was received ( confirmation e-mail received from US Bank ) the deposit was then accepted by US Bank ( confirmation e-mail received from US BANK ) on XX/XX/XXXX. The e-mail stated the money would be available WITHIN ONE BUSINESS DAY. Today I checked my account and the balance still isnt updated. I called US BANK and was told a hold was placed on the deposit and would not be available unlit XX/XX/XXXX. I asked why when the e-mail I got said it was accepted and would be made available within one business day. The rep told me a hold was placed on it AFTER that. I NEVER received any notification of any such hold being placed AFTER the e-mail notification that the money would be available within one business day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 157XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I recently tried to do a refinance on my home and was told I owe XXXX, XXXX and XXXX to XXXX XXXX my payoff was XXXX. I purchased this home in XXXX of XXXX and I've never once taken any loans. I did a modification in XXXX where Hud applied XXXX to my principal bringing it down to XXXX plus I've made monthly payments. As it stands today I owe XXXX. I've reached out to USBank many times regarding this and no one seems to know what I'm saying only that I still owe this amount. I have since pulled my own documents to look into this matter. Only to find a lot of payments going up after once going down and there's no explanation for it. I keep telling them it makes no since that Id still owe XXXX on a home purchased XXXX ago at XXXX when Hud has paid XXXX toward it in XXXX. I'm just very frustrated and don't know how to get it throw to them there is something wrong. Somewhere down then line someone made a mistake and now it's costing me the customer. At this point XXXX cant refinance due to all the confusion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55443
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I had a 39 month vehicle lease with USBank from XXXX with a monthly payment of {$1500.00} which INCLUDED Taxes. ( NOT UP FRONT ) I then extended lease for an additional 6 months. I was advised that if additional taxes were due, they would be added to the payment. I told USBank that the original lease agreement included the finances and Tax included to equal {$1500.00}. That being said I did not believe that additional taxes would be applicable. Nevertheless USBank added {$130.00} to my current lease payment now totaling {$1700.00}. I contacted US Bank and they told me that I was obliged to pay the additional monthly tax of {$130.00} for the 6 month lease extension. Since they advised me this was a possibility I had no recourse. I then went to the original dealership finance officer and they agreed that US bank was charging me Double TAX, tax on the tax that was already included in the original payments. I was told by the dealership that US Bank was illegally taxing me on a payment that already included tax for the original lease agreement. US Bank still refused to change my monthly payment and Im reaching out to see CFPB because I feel that they are wrong and I SHOULD NOT BE CHARGED the additional {$130.00} a month but have paid to remain current. After the dealership and I exhausted our appeals I am reaching out to CFPB to please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I received 2Prepaid gift cards that were XXXX debit cards And registered them through XXXX XXXX XXXX. When checking my balance I realized that the cards had unauthorized purchases. I checked because when I tried to use the cards they were being rejected I tried to call unsuccessfully XXXX XXXX XXXX and it was put on hold for more than 30-40 minutes there is no other way for me to contact the company. If you need any other information let me know.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I, XXXX XXXX XXXX, have been having a horrible time trying to get someone at U.S. Bank help me resolve the following situation. I initially opened my account through XXXX XXXX Bank ( who later became XXXX XXXX XXXX Bank XXXX XXXX I deposited 2 paychecks of equal amounts on XX/XX/2021, that due to accounting error from my employer, were returned for NSF. Well, the employer immediately corrected the error and issued replacement checks. I then tried to deposit the check back into my account and did not have the option anymore in the US Bank application. I called customer service, they said it was because my account had gone negative. They added that I needed to make a deposit in person or by ATM first, in order to recover access to the Application feature. Well, problem is, we live in Florida and there is absolutely no Branch and no USBank ATM at all in the entire State of Florida. The Banker on the phone then said to send it via XXXX. Well, my husband & I tried multiple times, and from multiple accounts, and all attempts were unsuccessful. After 2 weeks of trying, we called again, since we did not wanted that negative balance to be a problem and we now had a new check we wanted to mail in instead ( the others were deposited in a different account ). Well to our surprise, the new banker we spoke at that time, said the account was closed for suspiscion of fraudelent actions. Needless to say, we where astonished to hear that. We explained the entire situation. She said we needed to send an email explaining ourselves in order to avoid having my record tarnished with this action. We called 5 times since then, have argued with multiple people trying to resolve this matter, they all give us different information, no one give us the option to bring the balance current ( even their collections department told us they could not take the payment because the account came from XXXX XXXX Bank. It has been a nightmare. Weve asked 3 times to be contacted by a manager, but no one called.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A