Date Received: 2021-12-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have a business account with the U S bank. I escorted XXXX XXXX to the U S bank to open up business account. XXXX XXXX is XXXX. We asked banker XXXX ( bank # XXXX ) for reasonable accommodations under the Americans with XXXX act to allow XXXX to be interviewed in a private cubicle in the same bank to prevent XXXX XXXX personal information from being overheard by the other customers at the counter. XXXX has trouble speaking in low or normal tone of voice due to birth defects. She is on XXXX. And wants to make her life better by starting her own business. XXXX escorted us to a desk approximately 2 feet away from the counter where other customers were opposed to the cubicle approximately 4 yards away from other customers. Plus there was a second cubicle farther away. Both unoccupied. I explained to the above banker that XXXX had the above XXXX and that was there to help her answer any questions that he would have of XXXX and she would authorized me to do so in front of him. XXXX refused. We left. I plan to return and would like help convincing the U S Bank to provide the requested accommodations under the XXXX. THE INCIDENT OCCURED ON OR ABOUT XX/XX/2021 just before noontime. I gave a verbal complaint to headquarters and cited XXXX rule of their own business on accommodations. I was informed that the incident or violation didn't qualify for formal investigation nor could the bank honor such an XXXX accommodation. I spoke to a * XXXX by phone on XX/XX/2021. He stated or read the bank notes on the complaint to me and it was whollfully insufficient.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom This May Concern, I feel that the escrow department of US Bank is harassing me about a issue from a past encounter with not validating my insurance policy. I summitted all the required information as ask by US Bank and the escrow department took over 6 months to respond and when they did they stated they would check the information and get back to me. After several months of not having this issue resolved I filed a complaint with US Banks Customer Advocacy Department and the issue was resolved in my favor. Now a year later I have received a letter from the Bank stating I basically havent paid insurance for a year an I need to pay {$1600.00} dollars and my new monthly payment will increase by {$200.00}. Ive reached out to the escrow department by phone and have been told that this issue is the insurance department and when I contact the insurance department they say its the escrow department. I have again filed a complaint and have gotten no response. This issue is harassment and they are raising my mortgage payment and have did so for this month ( XXXX ) right at XXXX. We are on a fix income and how can this issue arise at this time if its not on propose to harass us. I have enclosed all the paperwork that was sent to this establishment. XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, Nevada XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89434
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
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: On XX/XX/2021 2 of my USB cards were charged from XXXX {$150.00}. On XX/XX/2021 I received a credit for {$150.00} which I believed to be from XXXX on acct ending in XXXX. However on XX/XX/2021 USB reversed the credit for {$15.00}, stating it was theirs. However on my XXXX statement, it shows they sent the money back to USB on XX/XX/2021 conf # XXXX, which they say they refunded to the card ending in XXXX, replaced by XXXX on XX/XX/2021 by USB. As of XX/XX/2021 none of my credit card accounts have shown/refected the refund by XXXX, and all XXXX reps from USB I have talked to are unwilling/unable to help. They spent a month doing research and now are in fact keeping funds that were meant to be refunded to a my account. Needless to say this is common practice by USB fraud department, were they appropriate funds that do not belong to them and hold them for any period of time without a resolution. In this case complete refusal to even look into the conf # provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60431
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Applied for US Bank XXXX XXXX XXXX XXXX XXXX. The card requires that you have a prior relationship with US Bank so I opened up a CD. Following opening up a CD I applied for the card. My application was denied. I met all the stated underwriting criteria. When I called card services I was told I had to have an account for at least 5 days prior to applying for this card. I asked how was I expected to know that. The representative indicated that they thought it was in one of the disclosures but was unable to provide me the specific reference. I informed the representative that the denial letter stated three possible reasons none of which included length of relationship with US Bank. The representative told me that the denial letter is always the same and not to worry. The card services representative informed me that I could have a banker from a branch to call to have the application reviewed and that could take XXXX days. I have heard nothing since. The incorrect reason for denial of credit, and the lack of transparency on what exactly is required to qualify is frustrating. While I have been told verbally that I would be approved. The lack of effort to help resolve my concerns throughout the organization was frustrating. The process was opaque, the denial reason inaccurate. All I am looking for is for US Bank to provide prospective customers clear underwriting criteria and accurate denial letters if a credit application is denied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97202
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I financed a XXXX XXXX XXXX truck through a dealership, XXXX XXXX, in XXXX Montana. The Dealership, at the time, used US Bank for their financing, so the loan was through US bank. I received a letter from XXXX that I had paid off the vehicle in XXXX. I am attempting to sell the vehicle ( have a buyer since XX/XX/XXXX ). In XX/XX/XXXX, I contacted US bank to ask for a lien release letter since the vehicle title says they have a lien on it. I was told it could take 15 days to process + the time in the mail and it would be mailed to me. US bank website says to inquire if it is not received after 3 weeks. After 3 weeks, when I had not received it, I called customer service and was told by staff that it had been mailed out on XX/XX/XXXX. I have the mail app through US postal service, where I can see a photo of the mail delivered to my address each day. No documents from US Bank have been delivered. After another couple weeks, I called customer service and spoke with " XXXX '' who initially told me there was no record of the loan, but was then able to locate it. She says she spoke with her supervisor who noted that I was " just at the beginning of the period when I might be receiving it ''. She also told me that because of the amount of the time that had passed, she was sending a second copy and " putting a rush on it ''. Today ( 18 days after the last contact ) I again called customer service. I spoke with an agent, who then transferred me to her supervisor, after first telling me that her supervisor " wouldn't be able to do anything about it either ''. The supervisor was unable to tell me the location of the document supposedly mailed on the XXXXXXXX of XXXX because there was no way to track it. She said there is no way to provide an e-mail copy of the letter, which is all XXXX requests to for the title. She said she assumes they sent me a letter previously and either it was lost in the mail or I lost it. She said there is no way to track whether or not one was sent in XXXX. So, apparently 2 of the loan satisfaction letters have been lost in the mail sinde XXXX? She said I must start the process all over, and it will be XX/XX/XXXX ( date provided by bank ) before I can call to receive a tracking number, since I provided my personal XXXX account number for tracking purposes. I am XXXX XXXX XXXX and retired. I have already purchased another vehicle. Not being able to complete the sale of this vehicle because I can't get a payoff letter from US bank has created a financial hardship. Once I paid off the loan, no one at US bank seems to be accountable for satisfying their end of the deal, so I can get a clear title.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59601
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2021 someone hacked into my us bank mobile app and sent XXXX $ to their XXXX account from my savings, I immediately called us bank fraud dept and reported it after several weeks of having my accounts frozen and mistakes made by us bank on the process of changing my username and all accounts when first i was told to just change my password and now that I have it straight they tell me that they will not help me get the XXXX back from XXXX because they believe i was the one who did it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59404
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX Complaint filed with Federal Trade Commission Thursday, XX/XX/2021 XXXX The dispute is with XXXX in the amount of {$320.00}. The alleged transaction date is XX/XX/2021. Contract # XXXX. A reservation for equipment rental was made for XX/XX/2021 at the XXXX, CA, XXXX address. XXXX the customer service agent called me on XX/XX/2021 and said we could pick up the vehicle on that date. The reservation was for Sunday, XXXX XX/XX/2021. At the time of renting the XXXX truck, a driver was designated, XXXX XXXX XXXX, who was flagged as having an outstanding issue with XXXX. I was not aware of this at the time of rental. XXXX provided me a toll-free number to call and determine why the reservation was frozen. They indicated a driver I hired had an outstanding debt with XXXX. I said to strike his name from the driving record and that he would not under any circumstances drive the vehicle. I was told I would still be unable to proceed with the rental even if his name was stricken from the driving record and prohibited from driving the vehicle. I went home and cancelled the XXXX Reservation online at XXXX PM on XX/XX/2021. I have copies of all correspondence with XXXX and the cancellation confirmation. My partner, XXXX XXXX, stepped in and rented the truck as I was prevented from continuing the rental contract. XXXX XXXX 's contract with XXXX is XXXX. A charge in the amount of {$320.00} appeared on my XXXX credit card statement on XX/XX/2021. I called my bank, US Bank, on XX/XX/2021, and reported fraud since no product or service was provided ; XXXX prevented me from continuing the rental process through no fault of my own ; and emailed XXXX on XX/XX/2021 at XXXX PM requesting reservation cancellation. Moreover, the XXXX statement indicates the reference is for RENTAL # XXXX. That is NOT my contract number. I have not contacted an attorney. No court action is pending. No judgement in a court of law have been made. I am asking the Office of the Attorney General of the state of California to intervene on my behalf and demand XXXX provide a thorough accounting of its actions. I have no past or previous debts with XXXX. My account with US Bank Visa is in good standing. I did not receive a product or service. I was not given a receipt for any product or service. Please help. This amounts to consumer fraud since no service, product, or benefit of the bargain was received. I was never issued a receipt or invoice. The XXXX location in XXXX, CA simply processed an unauthorized charge of {$320.00} against my US Bank Visa without basis or foundation. LETTER OF DEMAND TO XXXX XXXX IN XXXX, CA. SENT XX/XX/2021 : XX/XX/2021 DEMAND LETTER XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX RE : Contract # XXXX Dear XXXX, I demand that XXXX return monies charged against my US Bank Visa account on XXXX XX/XX/2021 in the amount of {$320.00}. No receipt was provided to me. No services or products were purchased. No receipt was provided to me. At the time I was renting the vehicle at the counter in XXXX, an eA-lert was generated and the rental process could not go forward. I called the toll-free number you provided ( XXXX ) and the agent indicated a driver we had designated to drive the long-distance trip had an unpaid debt with XXXX. I asked the agent to strike his name from the driving record and stated he would not drive XXXX 's truck at any time. The agent indicated that I would not be able to proceed with the truck rental until XXXX XXXX XXXX resolved his issue with XXXX. XXXX was penalizing me for another individual 's debt over which I had no control and through no fault of my own. Since XXXX effectiviely barred me from proceeding, my partner, XXXX XXXX XXXX, booked the moving truck in his name, using his driver 's license and billing information. His contract number is XXXX. HIs invoice was {$1000.00} upon check-in at XXXX, CA, on XX/XX/2021. Since the retention of {$320.00} represents consumer fraud and theft, the matter has been referred to the XXXX County District Attorney 's Office, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX. Other regulatory filings of fraud with federal and state enforcement agencies are in process. Consumer fraud is a serious matter with punitive sanctions imposed in addition to the demand for return of monies owed. XXXX XXXX XXXX XXXX XXXX XXXX La XXXX, CA XXXX Tel. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: In XX/XX/2021 I attempted to use my US Bank XXXX that was given to me via XXXX XXXX XXXX XXXX. My card was declined and upon calling customer support, I was informed my account was " restricted '' due to " suspicious activity ''. I asked what activity was suspicious and they could not provide me with any details. In order to unlock my card I needed to submit my ID front and back along with a selfie using the self-service portal verify.usbank.com. I have submitted the requested documents numerous times and they claim to never received them. Another time I submitted the documents they claimed they could not read the documents. Not being successful I asked another way to verify and I've received conflicting statements as to whether I can send a fax to verify my identity. One representative says there is a note on my account that specifically says my account can not verify via fax but yet they say they have received past documents but that they were unreadable. I went as far as to getting a whole new ID, had the librarian help me scan the document enlarge by 200X and lighten 2 shades and fax to the number 3 separate representatives provided upon my request. This last time I faxed the document they again said they could not read the document again. This has been an ongoing headache and nightmare as the account in question is where my child support payments are loaded to. It has been XXXX months and I have XXXX month worth of payments I have no access to and have been having problems making ends meet. The quality of my ID is brand new. It's not going to get any better than following very close to the instructions they give I have completed what they ask but they continue to insist they can not verify my identity. I requested to speak to the senior representative and he says he has the authority to handle my case, and I asked what on my ID he could not read. He did not know but said the document verification department is the one who says it's verified or not. I asked him to look at it to see what can't he read but he said he doesn't have access to that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 56560
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, I fell behind on my mortgage payments just as many people did during the aftermath of the real estate bubble crash in XXXX. In XXXX, US Bank who has now had my loan for 16 years introduced me to their loan modification program which I completed with flying colors ( never missed a payment and paid on time every time ). I was told by their agent that my current loan would be extended 10 years to cover the lost payments which I was fine with because I planned on paying it off early with extra principal payments. Time went on and I never missed a payment again. In XXXX of XXXX, I applied for a refi to get some equity out of the home and make some renovations. I was extremely surprised when XXXX XXXX informed me that there was a lien on my property in the amount of {$26000.00}. I've never taken out a second mortgage and never had a contractor do work and not get paid. After talking with US Bank they informed me that HUD gave them the money on behalf to cover my missed payments and apparently take care of closing cost for this new extended loan. None of this was explained to me in XXXX when they received the money after I had completed their loan modification program. HUD never contacted me to let me know they were giving US Bank money on behalf. If I knew of any of this information, I would have declined. I only missed 7 or 8 payments which wouldn't even add up to {$16000.00}. Here 's the worst part. They finally provided a document on a subordinate note with my signature and two notaries. I NEVER had any documents from US Bank notarized. I tried communicating with HUD which is almost impossible. I'm very disturbed that a financial government institution would hand over a large sum of money on a customers behalf but never reach out to the customer. I never even heard of HUD giving money to help customers stay in their homes nor did I sign a document authorizing them to pay US Bank money on my behalf. I inquired about the notarized document and a US Bank representative admitted it was their notary that notarized the document. Yes, I signed the loan modification document but I never signed the subordinate piece with HUD information on it. I told them that their relationship with HUD is a predatory one. When someone goes into default the banks get their money from the government and the government ( HUD ) becomes first in line by placing liens properties and the so called property owner isn't involved in the process. This is bank fraud at it's worst. I also have communication from them displaying that my account was an account that was marked to be handled manually and they made an error when sending my payoff statement which didn't have HUD information. Now that all of this has surfaced take a wild guess at who sent me letters about my mortgage. Yes, HUD!!!!! I never dealt with them before but now they think the loan is being sold so they got their hand out. Attached you will find a letter that was sent to myself and my attorney and I highlighted them admitting to their errors. They wrote that I signed the subordinate note and it was witnessed by a notary. I never signed anything in front of a notary and isn't that the purpose of having something notarized.
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: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom this may concern ; We were on the plan with US Bank, that allowed us to go 12 months without payment due to COVID relief ; which helped tremendously due to having young school age children being taught at home and reduced hours. Once the plan was ending in XX/XX/XXXX, we called US bank to discuss arrangements to move forward. We spoke to several representatives that advised us that the plan was still active, and that we have to wait until the plan was removed from the account. After calling multiple times, and being told to call back. The plan was finally cleared early XXXX, I called and spoke with a representative who automatically placed me on a partial claim, After receiving and looking over the documentation I realized that I did not agree to that. So, I called back and spoke with another representative who advised me that I would have to wait, for XXXX bus days for it to be removed and can call back to be reviewed for another plan. So, I called back again and was advised that I would have to call back in 10-15 bus days, as it was not cleared as of yet. So, after calling back a few times, the program was finally cleared- and we could be review again. The representative advised that I qualified for a Modification, and advised that it would go into effect on XX/XX/XXXX. Once I received the Modification agreement which is scheduled to go into effect on XX/XX/XXXX. After looking at the documentation, I noticed that there is a partial claim that was not discussed during our conversation with the representative when we agreed to accept the modification around the end of XXXX. We were advised that the default amount of {$26000.00} was going to be capitalized at the end of the loan. So, we called today XX/XX/XXXX to discuss this issue, and was advised by the representative if we do not like the modification to request that it be cancelled, since it can not be amended in order to be reviewed for all of the modifications available to me that we would have to send an email to cancel the modification with the partial claim program. Trying to get back on track with US Bank has become an extremely frustrating ordeal. None of the representatives are consistent with the information that has been provided. The initial agreement we were placed on was also a partial claim, and we specifically advised that we did not want a partial claim ; due to if the property is sold in the future that amount would become due an owing. We need to speak with someone with the knowledge and expertise to ACTUALLY ASSIST US with this matter, and we are not getting any results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A