Date Received: 2021-11-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I have a mortgage with US BANK. I exhausted my covid mortgage forbearance on XX/XX/2021. I started contacting the mortgage company in the middle of XXXX around the XXXX of 2021 to see what covid exit forbearance programs I qualified for. I was informed I qualified for XXXX types of exit programs they offered. I selected the " Partial claim with XXXX XXXX '' program as this option best suited my situation. I accepted the terms and conditions via telephone with customer service and was told they would send me the loan modification application packet with the agreed upon terms and conditions for me to accept, notarize and mail back. Since then I have followed up with them every 2 weeks to confirm status of my application. Every time I call back they seem to not have a clue as to what I am referring to. They continue to close my application WITH NO NOTICE OR REASON GIVEN TO ME VIA MAIL, PHONE OR EMAIL. Every time I call back they are not able to give me a reason or explanation. So they have me reapply and go through the same process each time. This has happened to me 4 times already as of XX/XX/2021. The mortgage company is US BANK. The number I call for mortgage customer service is ( XXXX XXXX XXXX ) The most recent phone call was on XX/XX/XXXX. I called ( XXXX XXXX XXXX XXXX ) which is suppose to be a direct mortgage relationship phone number. I have been very stressed and am sincerely doing everything right to ensure I do not lose my home my resuming payment. There careless actions suggest this negligence is being done purposely. Today XX/XX/XXXX I received a letter of default mentioning next step is foreclosure. = (
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
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: This loan was refinanced through Oklahoma XXXX XXXX XXXX. A check was sent to US Bank on XX/XX/XXXX in the amount of {$47000.00}. Instead of paying off my loan on XXXX they made a payment to my account of {$720.00}. Another payment was made the same day in the amount of {$46000.00}. The account showed closed out on my credit report a week later. I received a letter that showed a balance of {$160.00} on XX/XX/XXXX. The explanation that I received was it was interest owed because they split the payment up in XXXX payments. I checked my credit report and the loan had been reopened with a balance of {$160.00}. I am filing a complaint for unfair business practices. This loan was paid off on XXXX and Oklahoma XXXX XXXX XXXX still have not received the title for the vehicle. When I login to my account it shows a XXXX balance. Also my next payment is due XXXX in the amount of {$720.00}? I need this issue resolved and refunded the {$160.00} that I had to pay because of their illegal business practices. I also did not receive my first payment statement until XXXX days later XXXX days before my payment was due. Please advise Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2020, my XXXX Bank XXXX had XXXX transfer reversal from XXXX had been receiving XXXX benefits for a XXXX plus.Then I wake up with no money.I have talked to XXXX XXXX Bank XXXX XXXX and they all pass the blame to XXXX.No warning or explanation.I called for XXXX months trying to get the transaction history on my account mailed to me.I finally received them a XXXX ago.I have a screenshot of the transfer reversal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44221
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Upon receiving the US Bank XXXX for XXXX benefits funds had already been removed from the account and continued to be stolen from the account. Upon notifying the company and completing every request for information they didnt complete any investigation nor did they refund any of my stolen funds. They continued to be dishonest by stating that they did an investigation when they had not. Also requested on 3 separate occasions, that I be given supporting documents and all information that was used in conducting the investigation for my review and all they continued to do is send me the same documents that I sent to them which was nothing more than the transactions that fraudulently occurred on my account from the beginning to the end. I have lost a great deal of money from US Bank XXXX and now am contemplating seeking legal assistance to recover my money from my unemployment benefits that they allowed to take place due to their negligence and breach of my rights listed in the cardholder agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I applied for a job online and was asked to deposit a check amounting to {$2000.00} for equipment. The next day XX/XX/XXXX they asked me to pay for the equipments thru XXXX which made me worried and in doubt of the said check, on XXXX AM PST the same day I contacted the fraud liaison department in regards to the check i deposited, he confirmed to me that the employer was scamming me. I asked him if he can reverse/cancel the check and he said he cant since it is already cleared. I also asked him for the next step to take in regards to this and he told me nothing since it's going to bounce anyway and just wait for the {$20.00} fee and I can easily have it reversed when I go to my local branch. Since my account number was compromised I asked him if he can change my account number and he told me he can. What he did was close my account and made a new one. He transferred all the funds and told me to wait a few days to get the new acct number and I can still use my old debit card. XXXX weeks later, XX/XX/XXXX I realized that my account was then again frozen so I called the customer service at XXXX AM PST and the lady confirmed that my old acct ending in XXXX has a - {$2000.00} balance and that my debit card was still tied to it technically freezing my account ending in XXXX. She issued me a new card and told me to wait for it in the mail. I asked her about settling the negative balance and she told me she cant really answer me and so, she transferred me to the Fraud department. I was able to speak to someone from the fraud department and asked her about the negative account, she told me I can't do anything because the risk department already got involved and my account is now being closed. I asked her how I will get my money and pay for the negative balance and she told me that I need to wait in the mail for XXXX weeks and I will be issued a cashiers check thru mail and a bill for the negative balance. I asked her if there is any way I can speed up the process since I have enough funds to cover for the negative balance and she said no, there is nothing I can do. She also told me that my accounts are already getting ready to be closed so, nothing will come in and that all check deposits so as checks issued will be rejected and returned. I have accepted my fate and tried to survive XXXX weeks of no money for my bills and also had a delayed paycheck since it was going to be rejected. Fast forward to XX/XX/XXXX, my current employer asked me if i received my pay for the last month, I told them no and that it will be returned to them. They showed me a screenshot that the amount was successfully deposited to the bank account and so, I decided to call customer service on the same day at XXXX AM PST. The customer service rep told me that my account was already at the collections and so, she transferred me to the collections department. The lady from the said department told me that the money that was indeed received was used to fund the negative balance. I asked her why it was taken if the account was closed and it was supposed to be returned to my employer. She told me my account was reopened and it was still open when my check arrived. The statement was different from what the fraud liaison told me and so she decided to transfer my call to the fraud department to gain some clarity on the issue. I was able to speak to the fraud department and he was able to let me know that the account was reopened and that I should have been instructed to go to my local branch to speak to the branch manager. He told me that the branch manager would be the one who can help me communicate with the risk department and possibly have my account back or atleast get my money and fix the issue before it went to collections. I told him how hard it was the past XXXX weeks having no funds, having my paycheck taken away and technically my money was held for that long and there was an actual way to resolve the problem. With that same guy I asked to report a complaint regarding the first representative that told me i don't need to do anything and just to wait for the check to bounce which resulted in the negative balance in the first place. And another complaint for the lady who told me I can't settle the negative balance and that I cant do anything about it. He told me he sent the complaints but I didn't really get anything from this complaint, no response, updates nor calls. I also called my local branch the next day XX/XX/XXXX XXXX AM PST to ask for assistance in regards to my account and they said it was already too late. My accounts are already closed and she cant do anything anymore. I received the bill on XX/XX/XXXX but with no cashiers check, I decided to go to the local branch on XX/XX/XXXX XXXX AM PST to ask if I can do a payment plan since the actual money to cover the negative balance hasn't arrived. He told me that the bill had already been paid for and that my cashiers check will be issued soon, no actual dates yet. The negative balance amount was deducted to the final check that will be issued. I told him that this is the way it was supposed to be done in the first place. Lastly, it was a good thing that I didn't mail in any payments since it will double the amount lost in the process. I didn't even get any alerts, calls or email regarding this which made it even more frustrating. Fast forward i received my check for the remaining balance and it was sent to the wrong address! it was sent to the old one my moms house. I have already contacted your department thru mail and thru phone regarding my case and yet there is still no proper resolution involving this. I spoke to XXXX XXXX XXXX on XX/XX/XXXX at XXXX pm and she told me that your department will check up on my case and will get back to me regarding to what happened, so as my request to help me remove a report for my chex system. Days have passed and I still havent gotten a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92801
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I applied for a credit card. The credit card got approved. The bank tells me on the phone they don't have my phone number in their system. It is a requirement to have a valid US phone number to apply and get approved for a credit card. You people approved my credit card without even having a phone number in my account? How did you manage to do that because that is very sketchy and fraudulent on your end!? I was trying to get a manager on the phone but the operators were all reluctant to let me speak to a manager. They just won't let me speak to their manager, in case I complain against them. Then finally one manager said he can't do anything about it, because he has no access to nothing not even my account ; that was a complete disservice. The second manager says he doesn't know. No one knows why my phone number is missing from my account!? I spoke with an operator from your fraud department who asked me a series of questions but that soon went down to harassing me on the phone. She asks for my date of birth, I give her my date of birth. Then she asks what's my age? What kind of harassment is this!? Either that uneducated operator does not know how to calculate someone's age or she just had the intention to harass me on the phone, I beleive the later is true unless you hire grade XXXX students to work for your bank who doesn't know how to calculate someone's age.
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: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I opened my mortgage account on XX/XX/XXXX with Leader Bank, and the account was sold and transferred to US Bank shortly thereafter. I received an Annual Escrow Account Disclosure Statement in late XXXX which showed an escrow balance shortage of {$2000.00} resulting in a significant increase of monthly mortgage payments of about {$200.00} per month commencing XX/XX/XXXX. After conducting a careful accounting investigation beginning from the closing disclosure and proceeding to the monthly payments and disbursements to the city of XXXX MA, I am confident there are many errors in the current escrow balance as well as the projection for 2022. I have contacted US Bank customer service numerous times, beginning on XX/XX/XXXX ( phone statement provided in XXXX ), and have spent a cumulative of over XXXX hours on the phone with their customer service, tax, and insurance departments. They have opened numerous investigations which have yielded no result and provided me with explanation letters from other customers that did not include the breakdown as promised ( XXXX pages received in the mail can be seen in XXXX ). There are XXXX main errors with the current escrow account history ( XXXX ) leading to the {$2000.00} shortage issue, below are the issues in order of importance : XXXX. Tax miscalculation : This calculation presents XXXX distinct scenarios. ( a ) the scenario it is supposed to be had US Bank not overpaid taxes ; ( b ) current scenario including the overpayment reported by the XXXX of XXXX MA. ( c ) scenario US Bank insists is the correct accounting. A detailed calculation with references to supporting evidence is presented in XXXX ( with a PDF equivalent XXXX ) XXXX. Incorrect beginning balance : It can be clearly seen from the closing disclosure ( XXXX ) that the beginning amount prior to any disbursements are {$1100.00} ( a detailed calculation of this can be found at top of XXXX ) and not a deficit of - {$1300.00} as stated in XXXX. XXXX. XXXX XXXX charges : XXXX XXXX of XXXX in Massachusetts does not charge property taxes. Property taxes are collected only by municipalities ( city taxes ). XXXX. XXXX XXXX : On page XXXX of escrow account history ( XXXX ) I am being charged {$220.00} hazard insurance even though my insurance is not on escrow. I said multiple times that I pay for walls-in coverage through condo fees. You may find proof of insurance in the attached document XXXX Although all attachments follow the narrative and are referenced above, below youll find a detailed description and source information for each of the documents. Attachment XXXX : Cellphone call logs obtained from the XXXX XXXX XXXX website. Numbers displayed in this document are for calls in an attempt to resolve this issue with both US Bank and originating bank Leader Bank. Attachment XXXX : These are scanned letters from US Bank received in the mail as a response to the multiple ongoing investigations. This letter references an Enclosed copy of the Customer Account Activity Statement, but the envelope contained other customer letters instead. Attachment XXXX : Annual Escrow Account Disclosure statement provided by US Bank via mail and through the website ( the attached document was downloaded on the website ). This document shows Attachment XXXX : Accounting with references of the XXXX different scenarios : ( a ) what it is supposed to be ; ( b ) what it is; and ( c ) what US Bank says it is. Attachment XXXX : Closing disclosure obtained from notarized closing documents. Attachment XXXX : XXXX XXXX bill obtained from the city of XXXX MA website for the parcel of interest. Attachment XXXX : Screenshot of transaction history ( the most official document provided by XXXX ) for the property. This screenshot was provided by XXXX XXXX ( XXXX, XXXX ) the Principal Account Clerk from the City of XXXX XXXX XXXX XXXX XXXX XXXX Attachment XXXX : Proof of insurance provided by the XXXX XXXX and presented at closing. Closing docs also reflect that there is no XXXX Mortgage XXXX and no hazardous insurance shall not be held in escrow nor is the property located in a flood zone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02472
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Other features, terms, or problems
Subissue: Problem with convenience check
Consumer Complaint: I have had six contacts with US Bank XXXX XXXX credit cards to have my correct address match the address on convenience checks. I called my insurance agent for my car, affiliated with this company, He was unable to correct it nor, the party he recommended. This company refuses to read your address back after you have given it to them to make sure it is correct. My only solution is to refuse their mail ; however, they use standard ( cheap ) bulk mailing, so it is not sent back to the vendor. It is thrown in the local garbage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 537XX
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I am dealing with the death of my grandfather who just died last week I told XXXX bank I will contact them after I finish handling these family emergencies
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64030
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My daughter works for U.S.Bank she started as a XXXX XXXX then XXXX XXXX & XXXX XXXXr in XXXX XXXX AR Branch. She mortgage XXXX acres of my XXXX in her & husbands name XX/XX/XXXX with U.S.BANK NATIONAL ASSOCIATION N.D. Recorded it as an Instrument number then sent it to XXXX KY XXXX it stayed there for 10 yrs. In XX/XX/XXXX opened a Reserved line checking account in my name, then on XX/XX/XXXX Mortgaged all my property XXXX & my home in my name mortgage for XXXX said I would pay them XXXX had this mortgage sent to XXXX XXXX MN.I was born XXXX & getting XXXX monthly from S.S.I. We hired XXXX XXXX XXXX XXXX XX/XX/XXXX a lady named XXXX explained to us there suspicious activity that his debt to income wasn't enough to cover all the lines of credit, loans, checking accounts & mortgages I was receiving from U.S.BANK. They went back to XXXX everything on there including positive accounts were made by his daughter. I've been disputing this mortgage for yrs. with U.S.BANK NATIONAL ASSOCIATION ND. WE HAVE FOUND AT LEAST 8 ACCOUNTS & U.S.BANK foreclosed on my property auction date XX/XX/XXXX we we're able to stop 5 auction dates by emailing XXXXXXXX.This man shows up with a pair of bolt cutters claims U.S.BANK in XXXX MN sold him XXXX acres & the mobile home my daughter, husband & grandson lived in at the back of my property he's name is XXXX XXXX claims he's a lawyer from WI. U.S.BANK sold my property to him XXXX. I was Assaulted on XX/XX/XXXX by someone he hired to cut down trees ruin my storm cellar, this man saw my husband coming down the drive way he jumped back on the tractor & was chasing us with it so I picked up a clump of dirt & threw it at the tractor.He just run over our family 's pets cemetery that we all had over the yrs.My Dad served as a XXXX % retired from the XXXX XXXX XXXX XXXX & My Mother work all her life as a XXXX. They put this property in Homestead & it was never to be sold only to family. Police & ambulance showed up the ambulance medic 's we're trying to get my husband to go to the hospital the man on the tractor jumped off took off he's shirt & said I'll beat both of you XXXXMy husband looked at me to push me out of way because he believe he was going to hit me when he did that man pushed him as hard as he could my husband spent a lot of yrs. going to XXXX 's XXXX XXXX XXXX for XXXX on his XXXX XXXX XXXX so he could walk. They stopped at age XXXX, I had XXXX surgeries & XXXX casts, XXXX body casts.He went to the ER in XXXX AR.I had evidence of being assaulted not falling he's just starting to get up & his chest was broken the police officer said my husband was faking & told the Prosecuting Attorney he's lying to just hang up on him. Now we have people living on our property leasing with option to buy. The Sheriff 's Office said after we had made a Police Report we made on XX/XX/XXXX against his daughter for forging a Warranty Deed stating my husband had sold her XXXX acres in XXXX, we have two witnesses that will testify my husband wasn't there when that document was signed & Notarized. He only let her live there rent free she would have inherited it after he passed.The Investigator XXXX XXXX said he really didn't understand the documents we were showing him we had a file case & two brief cases he only took copies of two of the documents. He said he believed XXXX XXXX Universal Banker for U.S.Bank my husband hasn't talked to her or seen her for several yrs.Case number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A