Date Received: 2021-11-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I received a letter from US Bank dated XX/XX/XXXX thanking me for applying for a Platinum Credit Card account. It also states that the consumer credit reporting agency has indicated that I have put a security freeze on my credit file and they are unable to obtain information from the consumer reporting agencies. It states that it is important that they receive this information within 15 days from the date of the letter in order to continue processing my application. I never applied for a credit card with US Bank so I called US Bank on XX/XX/XXXX ( XXXX ) and spoke with an agent. I explained that I did not apply for a credit card and asked why I received this letter. They input my information in their system and said there was nothing indicating that an application in my name was in process so there was nothing more they could do. I then called XXXX and spoke with an agent who said that someone must have my SSN in order to submit an application. I then placed a fraud alert on my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I participated in the COVID forbearance program offered by US Bank, the problem is that we signed and next day aired paperwork to them on XX/XX/2021 to exit the forbearance program and now Im in the process of refinancing with another lender who requested the exit letter from our bank so over 6 months has gone by and they havent done this yet. Weve also been calling and making payments for the last 6 or 7 months and every month they told us theyd have it fixed by next month, now my refinancing is in jeopardy and interest rates have gone up, I feel we were mislead we werent able to pay online and had to call in every month to pay and come to find out they arent even applying the payments, theyre putting them in some holding account, we were told that once we returned the signed papers that all wed have to do was make 3 payments before being able to refinance no one mentioned that this process could or would take 7 months to complete, any help you can provide would be greatly appreciated, thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: The XXXX People involved are XXXX ) XXXX XXXX XXXX Business Banking Relationship XXXX XXXX | XXXX XXXX ) XXXX XXXX XXXX XXXX | Business Banking P. XXXX | XXXX XXXX | XXXX XXXX Bank XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, OH XXXX | XXXX | www.usbank.com I had made a payoff request from usbank that provided the loan on XXXX XXXX XXXX, XXXX XXXX XXXX OH XXXX XXXX The reason being that I was selling the property and I would need that statement during the closing to release the money to me and dispense all liabilities. On XX/XX/2021, I made a request for payoff statement official by sending them a purchase contract even though I have been requesting it for XXXX months prior. I have documents to prove that. They had received the purchase contract and promised to get working on it. I had thought that this would be quick now that they had the purchase contract. The XXXX house was XXXX of XXXX houses that UsBank used as collateral for a commercial loan. So I figured that they would just divide the loan up amongst the properties and the outcome would be the payoff amount for XXXX home. However, it was not. The bank decided to put me through a rigorous application phase - kind of like the one you would go through for application on a brand new loan. They asked for all my financials, they used an appraiser and a title company. Obviously this started taking weeks to process. Inspite of my protest, they continued to treat this like a new loan application stressing that this is the way they do things. Instead of initiating a multi-prong action such as title search, home appraisal, document processing and underwriting work, they did things one at a time. Every step in the process was painfully slow. XXXX week they would bring up an issue that came up in the title search. Than couple of weeks later, they would bring up another issue that the title company had found. I have pleaded them to speed up the process but all I get are excuses and continuing delay. I still haven't received the Payoff Statement to this day. Since submission of purchase contract it has been XXXX days. But I had filled up request much earlier and so would really be running about 125 days. Without payoff statement, I haven't been able to get the money ( proceeds acquired from sale of XXXX house on XX/XX/XXXX ) released from the selling title company. The absurdity of it all is mind boggling. Infact, the latest issue brought up on Monday last week, only when I called to inquire, was that the title company found a few liens on my properties. However, presently they haven't called me to describe the nature of the problem to me. Another issue that came up is that I made a request to get more money out of the loan since they decided to treat it like a new loan - again, not at my request. After a few weeks, they refused to do so. I asked for the reason or the criteria that I failed to meet. They gave no reason and left it at that. They also wanted me to pay off {$70000.00} on the loan from the sale of XXXX home. I found this to be highly irregular and unfair. Specially so since I have been made aware that the bank is still giving out commercial loans to people up to 70 % LTV ( loan to value ). XXXX years earlier, when I first received the commercial loan I was at 50 % LTV. Since then my properties have appreciated in value and my loan stands at around 30 % LTV. After the sale of XXXX house to pay the bank {$70000.00}, my loan would still be at 30 % LTV. Considering that they were redoing the entire loan, I figured that I could qualify for more money out. I was well aware that my financial situation is even better than it had been XXXXyears ago when I first got the loan. The request was for additional {$100000.00} cash and that no money be taken out of the sale XXXX house. It made sense to do so as it would land me at 46 % LTV ( less than 50 % LTV when I first got the loan ). Which is a number far less than the max of 70 % LTV. So when they refused, it didn't make sense. Presently they still wouldn't tell me why. The XXXX people mentioned above are the ones I have primarily communicated with. I was never initially told that they were planning on a complete remodification of loan even though I only asked for a payoff statement. They have remained very vague about the whole process and unapologetically making excuses, blaming third party for delays. They keep mentioning that they have no control over this but wont connect me with anybody who does. This is clearly an indication that I am being treated unjustly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45014
Submitted Via: Web
Date Sent: 2021-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I missed my first payment ever and paid it as soon as I found out I was late. I paid the entire payment on my card like I always have. I've had a credit card since I was XXXX ( now XXXX ) and have never missed a payment. US Bank turned my card off without telling me it was going to happen and even though they can see my payment processing they won't give me access to my card. I called into US Bank 4 times and have gotten 4 different answers. I was told I would be able to use my card and got the interest fee reversed since this was my first missed payment ( wasn't told I wouldn't have access to my card ). Then when I went to use my card I got denied even though I am nowhere near my limit. Called back in and they said yes your access has been stopped until the payment is processed they told me I would have access the next day. I have called in 2 more times after talking to my dad who was in banking his entire career and he said no I should have access to use my funds, now 2 different supervisors have told me 2 different things, one said I would have access today ( Day 3 ) and the other said nope not until tomorrow ( Day 4 ) and there is nothing they can do even though they can see my payment history and that I paid it in full. Because they took my access away to use my credit card without telling me : no email or notifications on my account, I am now behind on other bills for my house and business. This is not the first time they have randomly turned access off to my card, I was trying to purchase something and US Bank marked it as fraud, but never messaged/contacted me to check even though I signed up for those alerts. The rep today told me it wasn't US Bank 's fault that I wasn't getting the emails or notifications, it was all my fault or my email providers, however, I checked my junk, deleted, and inbox and the only email I have from them is my monthly statement ; nothing about fraud or that I wouldn't have access to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 617XX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have my mortgage with US Bank, last year I reached out to them since I was on unemployment during COVID. They placed me on deferment and any payments deferred would go to the end of my loan. I contacted them in XXXX asking to be removed from deferment since I had returned to work full time. I was told that my payments would resume the first of XXXX. I received a letter the end of XXXX informing me that my deferment had been extended 3 more months. I did not want them extended. I contacted XXXX XXXX and informed this to the representative who informed me she would note that I did not want to be placed in deferment and have someone reach out to me. No one reached out to me. Then after yet another 3 months of being in deferment, my payments were to resume XXXX. I get yet ANOTHER letter informing me that my deferment has been extended yet ANOTHER 3 months. I filed a complaint with the CEOs office and had a VP of operations contact me and he apologized stating that they dropped the ball and were not expecting all the deferments that they had due to COVID. He stated he would escalate my case and have someone reach out to me. No one reached out to me. I finally after 63 people that I spoke to and know one was willing to assist me, a representative got the information from me and I FINALLY received a letter that I was out of deferment and my payment would automatically resume in XXXX and be automatically withdrawn from my account. Here is is XX/XX/XXXX and my house payment STILL has not been taken out of my account. I have been on hold for 93 minutes with no resolution. I received a letter recently, before the letter regarding me coming out of my deferment, that I was the one that requested the extension. THIS IS A FLAT OUT LIE and anyone looking into my account can see how many times I have called to try and resolve this. I need help with this matter, I do not know who to turn to, no one is willing to help me and I XXXX not know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: On XX/XX/2021 ELAN FINANCIAL SERVICE and agent for ELAN FINANCIAL SERVICE XXXX XXXX stated they received my written correspondence. I sent ELAN FINANCIAL SERVICE the following documents : an Affidavit of Truth, Cease and Desist, Invoice, and Exhibits showing the violations. I was notified via certified mail return receipt that Elan Financial Services had received the documents detailing the dispute. ELAN FINANCIAL SERVICE acknowledges they received my cease and desist and responded by closing my account. ELAN FINANCIAL SERVICE also stated they would continue to report information to the consumer reporting agencies which is a violation of the cease and desist pursuant to 15 U.S. Code 1692c ( c ) by indirectly communicating with me through the reporting of disputed information to the consumer reporting agencies. The erroneous information that is being reported has been defamating my reputation and character because ELAN FINANCIAL SERVICE has been reporting the account as " late payment ''. I have been unable to obtain credit. ELAN FINANCIAL SERVICE did not provide validation pursuant to 15 U.S. Code 1692g. I do not agree with ELAN FINANCIAL SERVICE decision to continue reporting the account to my consumer reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
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 was checking my reports and a {$10000.00} charge showed up on my US Bank account. It says a credit card but I have not had a credit card with US Bank in years. Please refund as fast as you can.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84663
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I called my mortgage company and talked to XXXX ( employee # XXXX ) in the mortgage department who transferred me to XXXX XXXX employee # XXXX ) in the tax department at US Bank. I shared with both of them how I received a mortgage bill for {$3300.00} when my mortgage is supposed to be {$3100.00}. I asked them to explain to me why my fixed mortgage had increased and was told that my property tax was adjusted and there was not enough money in my escrow to cover it so they added it to my bill. I shared that I specifically called the tax department on XX/XX/2021 and talked to an agent ( on a recorded call ) that told me that not only was my XXXX tax bill paid but that I had {$990.00} left over in my escrow account. So, to now receive an increased bill is not only shocking but it is in opposition to what they told me was in my account. I asked to speak to a manager and have them pull the record- and both XXXX and XXXX confirmed that they see in the notes that an agent told me this information but this was in error. I shared that this is unacceptable. I should be able to trust my mortgage company has properly calculated my mortgage and taxes and when I call them to inquire on this information ( because they had not sent me any documentation that my escrow account was depleted ), they should have accurately reported the balance. This comes across as predatory to just increase my mortgage and the only explanation is that the agent was wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have issue with U.S. Bank I been charged more than one fee for a single overdraft. XXXX XXXX they returned the fee but by that time they took the fee and made my business account to go un paid . U.S Bank turn around and charge my account again for the same transaction, this cause my business account to lose vendors. On XXXX I deposit {$100.00} all these overdrafts took my account over again then U.S. Bank put another overdrafts back to back XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX these charges of {$36.00} each has cause my account to continue overdraft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/2021, I received a U.S. BankReliaCard debit card in the mail. The card was issued to me under the District of Columbia Unemployment Insurance Program. However, I've never filed for unemployment insurance and I did not open this account. I called US Bank to deactivate the card and report fraud. I plan to contact the D.C. unemployment office next to take my name out of their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A