Date Received: 2021-12-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Today, XX/XX/XXXX, my sister in law called US Bank in regard to a letter she received from them. The letter was asking about transactions on a certain account. When she called, she spoke to a banker who asked her a series of questions regarding ownership of an account. She affirmed that she has an account with my wife, which is a savings account that is being held in trust. The original owner was my mother in law who passed away on XX/XX/XXXX. She was then asked to verify deposits in various amounts, but those deposits did not coincide with any accounts she holds with my wife. Those deposits coincided with an account that my wife and I hold. After her phone call with the banker, my sister in law called my wife and I to notify us of the conversation she had. I had received a phone call on XX/XX/XXXX from the XXXX XXXX XXXX asking me to verify some transactions on my savings account ( for the record, this conversation with the bank regarding my account activity was totally appropriate ). I do not know how my account & my wife 's information had been cross-referenced. But what is more disturbing is that this banker shared private information on my account with someone who is not on that account as a signer. This banker shared balance & deposit information to an unauthorized individual. I feel this is a serious violation and this needs to be remedied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 922XX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am struggling to get inaccurate inquires removed off of my credit report. I have disputed two inaccurate inquires with XXXX via certified letter, but the company responded and said the inquires were verified. It was recommended that I reach out to the creditors who did the inquires directly. I called the companies that were reporting which are XXXX XXXX and US bank, and I was told by their employees that I needed to dispute the information directly with the credit reporting agency. Since I had already done this, I called XXXX to tell them what the two banks said. The XXXX representative was apologetic about the inaccurate information, but still referred me back to the other two companies. I was told that I needed to call the companies and request a deletion letter and once that arrived to mail that letter to XXXX. My concerns are that this process is inconvenient and causing me stress and hindering me from being able to access consumer credit because there are other companies that are denying me credit due to how many inquires I currently have. I have been disputing this information since XXXX. It is now XXXX, and I am still being given the run around. I dont understand why getting inaccurate information off of my credit report is so difficult.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed my mortgage with US Bank Home Mortgage ( Loan A/c XXXX ) in XX/XX/XXXX. There was excess money in my escrow account there was a excess of US Dollars XXXX. The mortgage company sent me a checck for the same. I could not cash the @ check since I was out of the Country and was held up in XXXX due to XXXX. By the time I returned the above Check has become Void ( since180 days have passed from the date of the Check ). Check No. XXXX dated XX/XX/XXXX. I requested the above Morgage for a Duyplicate Check in XXXX / XXXX. Their Customer Service team asked me to contact their Mortgages Released Section who in turn pushed back and asked me to call Customer Service which I have done multiple Times. On XX/XX/XXXX I talked to their Rep ( Name not known ). I was promised a duplicate check after they verified all the Info. Nothing happened. I called again on XX/XX/XXXX and talked to XXXX XXXX ( Last name was NOT given ) then again nothing happened. On XX/XX/XXXX, I had to repeat the entire process and this time, the call was handled by Customer Representative XXXX ( last name not given )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Had problem with a merchant. Filed a dispute with XXXX XXXX on XX/XX/XXXX after attempting to solve with merchant 3 times. Was told repeatedly that claim was solved in my favor by XXXX reps and a supervisor in XX/XX/XXXX. I have been told a different scenario almost each and every call I have made. I am told " '' '' rep didn't document call for XXXX mins '' " we do not know why claim agent did not call '' " we will put in another request for them to call '' " we have no record of that '' etc etc. As a matter of fact the charge of XXXX has been added and removed XXXX separate times. Now the charge was reversed again on XX/XX/XXXX and after faxing the entire story yet again on XX/XX/XXXX I was denied an appeal. I have called several times over this. All calls have been documented by the main US Bank. They have had me wait to talk to a case XXXX XXXX separate times ( they never call in XXXX hour period as you are told ) I have to call again and again. Now I'm being told there is no one to take my call directly for the claim. I am awaiting call records from bank to show all the calls I have needed to make to this department. And now they are denying me an appeal even though I have submitted more documentation within the 10 day appeal period. They claim since I paid for service I can not dispute it saying their hands are tied. But my issue is with a rental company that takes payment upfront. This was all stated to them many times verbally and in writing. Vehicle was mechanically broken, I was denied another functioning vehicle from the XXXX XXXX and falls under customer goods and services " NOT AS RECEIVED '' rule which they are fully ignoring.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have documentation from US BANK on an agreed payout amount. I finalized this payment in XXXX and they are still saying I owe {$6100.00} as of XX/XX/2021. I a have the agreed document and a ledger of all my payments. This account XXXX is still active when i go into USbank and its not correct.
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: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: RE : Attentively review my formal writ composed declaration of not proven complaint misinformation that is all or in part : deficient of the adequate current status in the fullness of TRUTH, ACCURACY, COMPLETENESS, TIMELINESS, documented OWNERSHIP, certifiable RESPONSIBILITY, or otherwise irrefutable, complaint obligatory, and regulatory requisite reporting thereby mandating your immediate actions to rectify and remedy and any infractions behavior ( s ) by retaining or returning to demonstrate TRUE, CORRECT, COMPLETE, and COMPLAINT XXXX XXXX data field formatted reporting!!! I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with XXXX XXXX XXXX XXXX XXXX XXXX. This information does not relate XXXX any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. Failure to comply shall lead to complaints being filed with The XXXX XXXX XXXX, Consumer Financial Protection Bureau, and Attorney General stating your companys unlawful collection practices, misrepresentation of creditworthiness, defamation of character, and noncompliance to abide by laws enacted by Congress to protect victims of identity-theft who's credit been impacted by acts of fraud. Because I know my rights under THE FAIR CREDIT REPORTING ACT, CONSUMER CREDIT PROTECTION ACT ( CCPA ), and FAIR and ACCURATE CREDIT TRANSACTION ACT of 2003 ( FACTA ). I will be taking action. I also know my rights under this paragraph of Section 312 of the FACTA LAW : SEC.312. Procedures to enhance the accuracy and integrity of information furnished to consumer reporting agencies. ( b ) duty of furnishers to provide accurate information. -- Section 623 ( a ) ( 1 ) of THE FAIR CREDIT REPORTING ACT ( 15 U.S.C . 1681s-2 ( a ) ( 1 ) is amended ( 1 ) in subparagraph ( A ), by striking " knows or consciously avoids knowing the information is inaccurate '' and inserting " knows or has reasonable cause to believe that the information is inaccurate '', and ( 2 ) by adding at the end of the following : ( D ) DEFINITION -- For purposes of subparagraph ( A ), the term 'reasonable cause to believe that the information is inaccurate ' means having specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of information. Policy states. According to the Fair Credit Reporting Act FCRA 611 ( 15 U.S.C 1681 ), Procedure In Case of Disputed Accuracy. ( a ) Reinvestigation ( 1 ) Reinvestigation ( a ) In general. Subject to Subsection ( f ), if the completeness or accuracy of any item of information contained in a consumers file at a consumer agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. Therefore, my position is being clearly stated, these accounts do not belong to me, meaning that you are reporting inaccurate account information within my credit file. The fact that these are inaccurate account information means that you, this credit-reporting agency, are reporting incorrect accounts. 1. US BANK bal. {$18000.00} I am well aware of my rights as a consumer. The Fair Credit Reporting Act requires that you, the credit-reporting agency report accurate and/or correct account information within my credit file. My credit issues are very specific, these accounts and/or items do not belong to me. This means that you are reporting incorrect account information within my credit report. It is this in mind that I request that these listed accounts and items be Blocked and Deleted. According to the Fair Credit Reporting Act FCRA, Section 1681c ( 2 ) Block of information resulting from identity theft. XXXXBlock. Except as otherwise provided in this section, a consumer reporting shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from alleged identity theft, not later than four ( 4 ) business days after the date receipt by such agency of 1. Appropriate proof of identity of the consumer ; 2. A copy of an identity theft report 3. The identification of such information by the consumer ; and 4. A statement by the consumer that the information relating to the transaction by the consumer. I have provided all of the above listed four ( 4 ) items within this package. Therefore, I expect these listed accounts to be deleted and blocked within ( 4 ) business days. This is clearly an identity theft issue. I am also entitled to receive a free copy of my credit report, so I am requesting a free credit report and that all of these accounts, public records items, and inquiries be permanently blocked and deleted. Enclosures : Identity Theft Report Proof of Identity Copy of Account Statement showing Fraudulent Items FTC Notice to Furnishers CC : Consumer Financial Protection Bureau po box 4503 Iowa City, Iowa 52244
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
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: Background : Complaint # 1 : My auto loan account was opened when I purchased this new car back to XXXX in XXXX. I moved to XXXX State in XXXX and requested to transfer the title to the state. Instead of fulfilling this request, U.S. Bank sent a copy of the title to the local DMV at XXXX State and at that moment, I did not know the title was never transferred from XXXX to XXXX, because I was successfully received the new vehicle registration under XXXX state. I found out the title was never transferred when I paid off the auto loan in late XX/XX/XXXX with US Bank. I was told that the process was never completed and US Bank had zero responsibility for it. As a lender to hold the lien of the loan, how would they have zero responsibility when customer request the change? Complaint # 2 : - On XX/XX/XXXX, I paid off this auto loan with US Bank, I confirmed with the representative ( on the day of payoff and XXXX when I called the customer service ) that it will take 10 business days to send out the release on lien. - On XX/XX/XXXX, US Bank claimed that they sent out the release of lien. ( I confirmed on XXXX with calling the representative ). - On XX/XX/XXXX, I still haven't received the release of lien so I called again, I was advised that the doc will be sending out on XX/XX/XXXX, it was never sent out before that day. - On XXXX, I still haven't received the release of lien so I called again. I was told the paper was sent but became a returned mail because US Bank had made a mistake on the address line, as a result. US Bank at this point, chose not to correct this mistake and proactively resend the doc again to the customer. I confirmed the bank does not have any policy to take care of this until the customer calls to request a resend with the representative. I requested the resend of the doc, then I was told it now takes another 16 business days for them to process. - Later, on the same call on XXXX, the representative, XXXX, said that she never said there was a returned mail, but an invalid address was made on the electronic title, so I have to wait XXXX state to send me the copy of my title but it takes 80 business days, and she told me to call DMV to follow up instead of calling US Bank. - I requested to escalate the call to a supervisor, because XXXX is really confusing me. And, the supervisor, XXXX confirmed that I will be receiving a release of lien in mail in 3-7 business days. At this point, I am very confused about the situation. Because obviously, from my experience with US Bank, the auto loan team is far less than being professional and provide below than average customer experience. The customer service team definitely needs training on the customer services and knowledge about the procedure. Not only they are confused with their internal records and information ( No new info was added during the call, I was just reviewing the previous records on dates and letting them know I did not receive the doc ), they failed to listen to customers ' concern and made wrong assuming with the situation to confuse the customer. ( XXXX, especially ). That made me wondering did the Bank put enough resources to the team to handle customer request or chose not to provide proper customer cares because of the account is paid off and no longer profitable? Why it would take so long to release a doc to the customer? When at the meanwhile I have no problem of receiving statement from US Bank, but they said the doc that sent earlier was with an invalid address? How would their internal audit and CFPB audit their desktop policies to make sure the Bank is comply with the regulations on handling loan related documents to the customers in this matter?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: creidt card was on my credit report thats not mine when i called the company to discuss this with them they had address that i have lived sence i was XXXX a bad cell phone number and landline attched to an address that i lived at durring the time that this account was opened
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: US BANK is run by a bunch of white collar criminals. CFPB would need to investigate into this bank 's operations. There is something highly suspicious about the way the bank is handling its retail operations. I lodged a complaint via CFPB against a team member who harassed me on the phone. The response I received from this bank is absolutely unacceptable because any reasonable sane person reviewing that phone call would not have responded the way this bank has responded via the CFPB platform. On XXXX I called this bank. I provided the reference number XXXX, that came via CFPB platform as a response to my previous complaint. The Card Member Services operator had no clue what this reference number is all about. I asked for a manager when the operator transferred the call to the security department. A supervisor from the security department picked up the call who also had no clue about this particular reference number. I insist CFPB to investigate into the operations of this bank, is this reference number XXXX even genuine? After I answered all the questions, the supervisor said she is not sure if she should unblock my account. It was surprising to hear that my account was blocked all this time and I had no clue about it. I told the supervisor that I have correctly answered all her questions and so she would need to unblock my account so we can go forward with the conversation to which she said she would need to further investigate. The supervisor was clearly not sure if she should unblock my account in spite of answering all her questions, and this is a " supervisor '' in the bank. She put me on hold and never came back. US Bank is the most pathetic bank on the face of this planet. I called the bank again. The self claimed supervisor named XXXX again went through all the verification questions which I correctly answered, time of the call XXXX CT ( time provided my the supervisor herself on the call ). I asked the operator if i would have to pay any fees in the event I choose to close my credit card, the supervisor was not sure... guess what! She is a " supervisor '' and she is not sure, she said she have to confirm it with her colleague. This just shows how pathetic the people are who work at this bank, it felt like I called some road side taco stall where no one knows what should be done. After speaking with her colleague, she came back to the call and confirmed that there is no fees to close this credit card. I asked her to close my credit card. She confirmed that she has closed my card and I won't be able to login anymore. The card closure confirmation number provided to me by this supervisor is XXXX - XXXX. After hanging up the call I noticed I could still successfully login into my account. Why didn't my credit card get closed!? Was this another type of harassment!? I called the bank again and this operator from the Card " Harassment '' Department, oops! I meant Card " Sevices '' Department said, based on the notes the call would need to be transfered to a specialized department. The call got transferred to another female operator who again started asking me all the verification questions all over again. I disconnected the call because this is simply harassment. After all this, minutes later I received an email from this XXXX pathetic bank stating that my card is reported lost or stolen. Attached is the screenshot. I reasonably believe that this bank is run by a bunch of pathetic and sick white collar criminals who doesn't hesitate to unlawfully disregard and play around with a customer 's official request of closing a credit card. I don't care what this bank says in their response, the fact is I have been repeatedly harassed by this bank 's operators and this harassment has been backed up by this bank 's XXXX office. I believe this is a XXXX attack on me from US Bank. I believe that this bank 's operators kept deliberately harassing me on the phone because I have an accent. I would sincerely request CFPB to officially investigate into the operations of this bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90038
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My total U.S. Bank ( Mastercard ) fees from XXXX thru XX/XX/2021 : {$1000.00}. I was playing Oregon Lottery from XXXX thru XXXX, 2021. I had been out of state when I found that U.S. was charging {$20.00} per action. I assumed that my fee would be {$3.00} from the lottery and {$4.00} from the bank. At first, I asked for help from the Lottery, They wouldn't help me. I pleaded with my credit card people. They did credit me {$60.00}. I feel that {$1000.00} in fees for three months is excessive. I would appreciate your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A