Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I went thru the forbearance program and I wasn't offered any solutions to make payments only option I was given was a short sale. I received a letter to pay full past due balance and I never can speak to anyone about tbs and I made it clear I was it trying to sale my home then the letter I received stated I made XXXX gross a month which is not correct. I have been with US Bank for XXXX years
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40272
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job due to XXXX in XXXX i reached out to my mortgage lender US Bank XXXX Mortgage and they put me on a forbearance plan. I got another job in XX/XX/XXXX and my mortgage forbearance was up in XX/XX/XXXX. I reached out to let U.S. Bank know that i had a job and would like to have my loan reviewed to see if i could get a lower payment and also wanted to drop the forbearance plan and resume payments after the loan was reviewed. The first time i tried to get my loan reviewed was in XXXX XXXX i applied for mortgage assistance online with U.S. Bank who stated that after they reviewed my loan i qualified for a temporary payment plan for 3 months and once they see i am paying my payments they will take me off that. I did decide to go ahead and accept this agreement and i made my first payment XX/XX/XXXX. I called the bank XX/XX/XXXX and they told me that that loan review was cancelled and that i wasnt eligible for that particular plan as there was something wrong with my principal. I was floored i had no idea what that meant and the XXXX Bank XXXX told me that i had to fill out another mortgage application which i did XX/XX/XXXX and submitted to U.S. Bank. I have called 3 times and finally got a rep that " seemed " knowledgeable and told me she would help me get everything straightened out and that she would call me back on Friday XXXX. Her name is XXXX and her employee ID is XXXX. I was happy to have someone helping me that was knowledgeable. I just looked back on the website and yet again my loss mitigation review was canceled. I have NO IDEA WHY. I tried calling U.S. Bank several times on XX/XX/XXXX and could not get XXXX rep to explain what is going on. I am utterly disgusted with this lender and how they do business. They are criminals! All i want to do is get my loan reviewed and tell me all y options so i can make the best decision and start to pay back my loan and XXXX AT THIS HORRIBLE BANK HAS HELPED ME WITH THIS! What are customers supposed to do if the lender is deliberately cancelling reviews and giving me the run around? HELP!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77385
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/XXXX Per online banking : an unauthorized Pending SST {$3600.00}. I went to the bank, XXXX XXXX XXXX, XXXX, CA XXXX, told the banker, XXXX ( XXXX XXXX, that this transaction was not ours, it was not authorized and needed to be returned or stopped asap XXXX told me that since it was in Pending status, she could not do anything for me until it processed through. XXXX asked me to come back next day. ( See bank report attached, printed by XXXX ) XXXX, {$3600.00}, XXXX # XXXX XX/XX/XXXX I went back to the same branch and talked to XXXX. Now that this transaction had processed through our account, she said that there was nothing she could do for us, we would have to contact the Fraud Department ourselves, ( XXXX ) XXXX. It was too late for her to do anything for us, since the transaction had completed. I called ( XXXX ) XXXX, spoke to XXXX, explained the situation and was issued a Claim # XXXX, and was told that we would get our money back within XXXX to XXXX days. XX/XX/XXXX Another unauthorized transaction SST for {$4700.00} was in Pending status in our account, so I called the Fraud Dept ( XXXX ) XXXX immediately and talked with XXXX the first call and XXXX on the second follow up call on the same date. XXXX helped me placing a STOP on this pending transaction and stated that it would be returned to requestor. XXXX also advised to placed a HOLD on our checking account until all cleared. I told XXXX that I thought perhaps XXXX should have placed a HOLD already on XX/XX/XXXX, but she stated that it was not done. XXXX, {$4700.00}, Trace # XXXX XX/XX/XXXX I verified with XXXX that Claim # XXXX is still active and they were still investigating it. She said it would take a week or so, I should let it go through its process. However, I should try to contact the requestors bank directly myself as well. She gave me the following information : Citizen Bank, XXXX XXXX XXXX ( XXXX ) XXXX, Option # XXXX & the # XXXX. I called Citizen Bank and was given the following information, to again, investigate myself : Merchant ID XXXX XXXX XXXX XXXXXXXX : XXXX ( XXXX ) XXXX, XXXX XXXX XXXX, # XXXX, XXXX, CA ( XXXX ) XXXX, XXXX, ( XXXX ) XXXX I called all the numbers and found no one and nothing. I left a voicemail with XXXX, no responseXXXX XXXX XXXX : ( XXXX ) XXXX, no way to reach anyone or leave a message. XX/XX/XXXX I received a Claim for XXXX XXXX XXXX XXXX XXXX, Claim # XXXX, letter was dated XX/XX/XXXX. ( XXXX attached ) I mailed the form same date, XX/XX/XXXX as instructed. XX/XX/XXXX I called back to the XXXX XXXX ( XXXX ) XXXX and was told to call back again in a few days. The Claim # XXXX is still open and active. I was told by XXXX ( not sure if shes the same XXXX Ive spoken with on XX/XX/XXXX ) that the system showed my claim form had been received. She asked me to call back on XX/XX/XXXX. XX/XX/XXXX I called back to the XXXX XXXX ( XXXX ) XXXX, spoken with XXXX and was told that US Bank could not help me to get our money back. I asked to speak to a XXXX and was directed to XXXX, # XXXX, that US Bank could not help us because it was an electronic funds transfer ; therefore, per the Federal law, US Bank was not responsible to help its customers in these types of claims. She said that my best bet would be to go back to the branch XXXX and the XXXX would be able to help. XX/XX/XXXX I went to see XXXX XXXX, Branch XXXX at XXXX XXXX XXXX, XXXX, CA XXXX, XXXX # XXXX, was told that she would try to help. I gave her a copy of the backup docs and was told that she would call me back. XXXX XXXX called me back the same afternoon on XXXX and told me that she was advised this claim was still open, just be patient and wait XXXX weeks for it to go through all the proper channels. XX/XX/XXXX I went back to see XXXX XXXX, who then told me that her assistant, XXXX XXXX would get on the phone and get a status update. I waited in the branch for XXXX hours, while XXXX XXXX and XXXX XXXX both got on the phone with the back-office and then told me that US Bank could not help me with this matter. This Claim is now closed. The conclusion was that our checking account was compromised, and I did everything right. I went to the branch immediately, and then followed instructions by the bank. All had failed me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92704
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I authorized a moving company to charge a {$100.00} deposit for moving services to reserve equipment and staff availability on the day of my move. The move took place and a dispute arose regarding the completion and performance of the work requested. At the end of the service, no invoices or statements were tendered to me for approval or payment. Subsequently XXXX charges appeared on my on-line credit card statement totaling in excess of {$8000.00}. These charges were made on my account by the moving company without my knowledge or authorization. I promptly notified my bank, the issuer of the credit card, of these fraudulent charges and filed a written complaint. Additionally I sent a letter to the moving company explaining the matter in detail and requesting that they contact me so that we could attempt to resolve the matter. The company never responded to my correspondence. I worked with the banks case XXXX to provide additional detailed information about the matter and submitted it all in writing. I was advised by the case XXXX that the moving company responded to the bank providing a copy of a contract and invoices, all of which bore my forged signature. I have never seen any of those documents until they were provide to me by the bank. I explained all of this in writing to the case XXXX. I received correspondence from the bank today advising me that it could not assist me in resolving the dispute as I received the services represented by the transaction. This is not true and is solely based on the fraudulent and forged documents created by the moving company on which to base its representations. Neither the bank nor the moving company addressed or mentioned the issue of the fruadulant credit card charges. The bank has no entered the charges and final and owing on my credit card account.
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: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I received a bill in the mail stating that I owed {$2100.00} from an account that I had closed at US Bank. This account was closed in spring of 2021. I recently went to the branch location and they could not give me a date as to when I had closed the account or how any transactions were being authorized after the closure. Apparently the account had a reserve line installed, unsure of the date since the bank can not pull the information. The earliest date I have is XX/XX/2021 saying my balance subject to interest was {$1900.00}. When I closed the account in the spring, it had a {$0.00} account balance. No money was spent on my part, as I had switched banks entirely. So I do not know where this money/bill has come from as no one at the bank or the fraud department can tell me either. Also, this is not the first time that an account has been opened/used fraudulently in my name at this bank. The bank location in question is US Bank, XXXX XXXX XXXX XXXX, XXXX AR XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72120
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My brother stole my card and used it. He withdrew cash out of the ATM while I was home sick with XXXX. I called bank and they said I benefited from it and Im responsible. Even tho I provided them with the police report number and the detective working the case. Now they say I am just out the XXXX dollars
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66048
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I called XXXX XXXX to file a dispute about XXXX charges I saw on my bank statement. XXXX was for {$XXXX} and the other one was for {XXXX}. The Banker asked me if I wanted to cancel my card. I said no, that I had payments coming out and I buy many things on line. I asked her if the were cancelled how long would it take to get another XXXX, I can't remember her exact reply, but I believe it was XXXX days or there about. I got upset and told her not to cancel the card. I went about my business and ordered some glucose tablets from XXXX The next morning I got a notice that I needed to make another kind of payment. I called XXXX and they said my card had been declined. I am afraid I freaked out. I called the Bank and got a slow Banker who mumbled something about the Fraud Department. He connected mean and I found out that a dispute automatically goes to a Fraud case and the card gets turned off. I am afraid I freaked. I am XXXX XXXX XXXX. I am on XXXX XXXX. I work very hard to keep my finances in order. I have a printer as well as a computer and I regularly print off copies of my Bank pages. I called several other Bankers and got different stories. At the time I didn't have anyone to take me to the branch and get a temporary card. After the last Banker treated me badly. I decided to file a compalint. I called my son and told him about my problem. We had to negotiate a time and he will come over today at XXXX to take me to the Branch. They have a drive up window. I have spoken to the manager before. and he has helped me out. My main concern was that my blood suger had gone down for XXXX nights in a row and I was running out of Glucose tablets to bring it back up. If I didn't have my card I couldn't get more tablets. I don't have a car and no one in my Senior Building, know me well enough to ask them for their help. I didn't think my son could help me because he is a XXXX XXXX and has a hard time when other people keep digging into his work day. But he agreed to help me get a temporary, I was very upset that the bank had no compassion for the health issue I was dealing with. If I could not raise my XXXX XXXX I could go into a XXXX or get XXXX. I work very hard on covering my bases in taking care of myself. Their not understanding me was extremely frustrating and threatening. They couldn't seem to get it. That woman did not tell me she would have to cut off my card. She led me to believe that it was okay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made my monthly payment that was due on XX/XX/2021, payment made online on XX/XX/XXXX. The online ledger showed the payment transaction on my acct., I took a screenshot of it for my records. The payment was made in an online transfer from my USBANK checking acct., to the USBANK credit card, both on my account, from this same bank. The next day, XX/XX/XXXX I see a late fee applied to my account and payment showing made XX/XX/XXXX. I contacted US Bank customer service to have the fee reversed because it obviously was not truly a late payment, the customer service rep said my " request '' was declined by the bank. I believe it is fraudulent of US Bank to be applying these extravagant late fees on it's customers when they can clearly see the payment was made on time. I believe a review needs to be done of US BANK and their business practices. I believe they probably scam millions of dollars from customers using this tactic. It is unacceptable especially during these difficult financial times in America. I hope every customer begins to look at their statements and ledgers and expose this company for this practice and also pursue recovering these erroneous fees that US Bank is taking from their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: They called saying I had a US Bank credit card that was charged off in 2015. They had some of my PII and were threatening court case. They wouldn't let me contact the owner of this said debt. I never received any communications from this and never saw this on my credit report in the last XXXX years. Either this was a scam or was opened fraudulently in my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84058
Submitted Via: Web
Date Sent: 2021-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-22
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: XXXX provides cell phone insurance for lost/stolen or damaged to your cell phones with their US Bank credit card. After reading through the benefit I cancelled my cell phone insurance through my cell phone carrier XXXX. Part of their exhaustive claim process is to include : receipt for new cell phone, receipt for original cell phone, proof the cell phone bill is paid by XXXX XXXX, proof of credit card statement. Once all of this was submitted and accepted they denied the claim stating that the item mysteriously disappeared and due diligence. One could make that argument that anything lost or stolen could fall under this premise. If they would have highlighted these terms consumer could be more wary of a bait and switch scheme. After the claim process was started I received a letter that they will not be offering this benefit after XX/XX/2022 most likely b/c they had hooked enough customers to receive a credit card. I've given all documentation needed for a legitimate claim an am asking they fulfill their obligations. They have stopped communicating with me and are no longer returning phone calls or certified letters ( USPS tracking # XXXX ). My claim # is a XXXX their address is Program Administrator at XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, Ohio XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33572
Submitted Via: Web
Date Sent: 2021-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A