Date Received: 2021-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, Hope you are well and thank you for your help with this issue. My name is XXXX. I own a XXXX XXXX XXXX XXXX XXXX and have been in business over 20 years. Early last year with Covid shut down california and my business, we had no choice but to enroll in a forbearance plan with XXXX XXXX for our home loan. It was such a stressful time and we honesty had no idea at all what was going to happen. So, fast forward, We just came out of a 17 month forbearance plan with US bank, made the 3 trial payments and got the loan modification documents. I quickly signed them because I was so stressed over this situation and I did not want to be late on a payment. However, shortly after signing loan modification I got a routine followup call from my loan officer who obtained this initial loan with US Bank. She was calling to check in with us to see if I was interested in doing a refinance because the interest rates are historically low. So we began the process of a refinance as I was completing my final and 3rd payment to get out of the forbearance. We were about 15 days into the refi process and she asked me what this $ XXXX was for in the pay off amount I replied and said I don't know. Upon further investigation we came to realize that this $ XXXX was the interest that had accrued from the last 17 months of my forbearance. I began to research and look through all the documents US Bank had sent to me and there is not one document stating that I would be responsible for paying interest over the term of the forbearance plan. All it said was ALL payments were to be suspended. It did not define what payments were suspended or what payments would need to be paid at the end of the forbearance ie. principal, interest, property tax or homeowners insurance, it just said all payments will be suspended. Though the entire forbearance I called numerous times to speak with the customer service people over at US Bank to get clarity on what to expect when we completed the forbearance and they just kept telling me that once I decide I can start making payments again they were tell me what I would have to do and there was no clarity or ever any discussion that I would be responsible to pay interest only at the end. You can even look at the phone records on my account and you will see I called every few months because I was extremely anxious with what was going to happen next. My loan officer was beside herself when she realized that the best loan modification offer US Bank verbally made to me was a 40 year loan with the same interest-rate ( XXXX ) knowing full well that the market value right now is around 3 % interest-rate. US Bank kept me at XXXX and extended my loan an extra 10 years making it 40 years. To make matters worse US Bank took the $ XXXX in interest and rolled it back into the principal balance which means I now have to pay interest twice over the next 40 years which means I'll be paying hundreds to thousands in additional interest because of this extra XXXX. This is robbery and not helpful at all. During the 17 months in my forbearance AND when discussing the load modification, there was no clear information about fine details of what money was going where at the end of the forbearance plan. In fact in a letter dated XX/XX/2020 stated the following Each day brings new laws and guidance, often impacting the communications we are regularly sending. By listening to your feedback, we realized that the initial letter we sent advising of the requested assistance may not have been clear. This comment was referring to XXXX XXXX their letter one month prior on XX/XX/2020. The XX/XX/XXXX letter goes on to continue outlining the terms of and conditions of the forbearance plan and it's nowhere in there did it say that I will be paying interest only at the end of the forbearance. It just says all payments were suspended. In closing, my wife and I were misled and have been severely taken advantage of with this very important information and now we are facing the cold hard fact that we may be stuck with paying double interest for the next 40 years because of the lack of clear communication from XXXX XXXX. I am seeking some sort of solution here. It was my understanding form the beginning that the government and the banks are here to help, not to steal and manipulate and take advantage of their customers. I have never been late with one payment and have always been very good and my communications with US Bank. Thank you for your time and I do hope for some good news soon, Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90717
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am XXXX XXXX XXXX and I am submitting this complaint myself and there is no third party involved. Upon reviewing my updates, incorrect information was found in my reports. The 3 Credit Bureaus has not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i, and continued reporting as unverified information without any proof provided, within the time allowed by law, is not authorized. Below are the accounts that are reporting on my Credit Reports : XXXX XXXX XXXX XXXX Date opened XX/XX/XXXX Balance {$6200.00} // Charge Off US BANK XXXX Date opened XXXX XXXX, XXXX Balance - // Late Close
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33073
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been in talks with US Bank and XXXX XXXX XXXX XXXX XXXX each company is blaming the other one bank says a property payoff wasn't receive and the other says it was sent. because of this error i now have 3 loans on my home. US bank states they sent the payoff and check and XXXX says they merely received a payoff check but not an actual payoff. both loans were for 2nd position and now there is a 3rd how is that possible This will surely force me in Bankruptucy and i will also need to hire an attorney to look into this matter. It is not fair that rules were put into place by regulators but big banks dont need to follow them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92867
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
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: I am currently in a dispute with a merchant regarding their use of a contract that's in violation of 12 CFR Part 1005 ( Regulation E ) " compulsory use '' provision. I've provided the merchant notice pursuant to Consumer Financial Protection Bureau guidance on XX/XX/2021 XXXX XXXX. However, they have indicated that they will not comply unless I cancel the contract, which would would allow them to deducted the remaining alleged balance from my debit card account. Unable to convince them otherwise I then contacted my bank on XX/XX/2021 XXXX XXXX. I was assured that. " I've blocked XXXX on your debit card and here 's a quick disclosure : " on XX/XX/2021 XXXX XXXX by XXXX XXXX U.S. Bank Email Operations Department. On XX/XX/2021 I discovered a pending transaction from XXXX. I called customer service regarding this transaction on that same day and I was told that the assurance I was given would not be honored. I was told that there was a disclaimer in my electronic banking agreement. However I could not find it. I was also informed that the stop payment that I was assured of on XX/XX/2021 would not be effective until after my phone call of XX/XX/2021. I was then instructed to dispute the transaction. Also on XX/XX/2021 I was informed by XXXX XXXX U.S. Bank Email Operations Department that XXXX XXXX had changed the merchant ID they're using to charge your debit card which is why the stop I had in place didn't prevent this one from being received. I was instructed to use their form to dispute the charge. However, their form does not provide an option related to having been assured by their staff that there was a stop payment in place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: 1 ) On XX/XX/XXXX I purchased a MasterCard Gift Card from XXXX issued by US Bank National Association and serviced by XXXX. Card number : XXXX XXXX XXXX XXXX. 2 ) On XX/XX/XXXX I activated the card and discovered that on XX/XX/XXXX there was a single fraudulent charge of {$190.00} for a XXXX gift card. I immediately notified XXXX at XXXX. After an extended hold I spoke to a XXXX. She directed me to send my contact info, proof of purchase, copies of the front and back of the gift card, the merchant information, and the reason for my dispute by fax to : XXXX. I have copies of those documents and fax verifications. 3 ) On XX/XX/XXXX I faxed a letter demanding action along with another copy of the items faxed over previously. 4 ) Life got in the way and there was no follow up until XX/XX/XXXX. 5 ) On XX/XX/XXXX I spoke to a XXXX who took my info and she said she would forward the info and notify the fraud unit. She also instructed me to email documentation directly to the fraud division at : XXXX, which I did. 6 ) On XX/XX/XXXX I made a follow up call and was lucky enough to speak to XXXX again. ( I remember her as understanding of my plight. ) She transferred me to a supervisor identified as XXXX XXXX. XXXX XXXX informed me that on XX/XX/XXXX there was a {$200.00} provisional credit issued to a XXXX XXXX. She had no explanation as to this XXXX XXXX. She told me that she would submit an escalation advising of the credit being issued to the incorrect party. She told me someone from the escalation department would contact me within 24 hours. 7 ) On XX/XX/XXXX I spoke with a XXXX who identified herself as a floor supervisor. I related the whole story ( again ) including the question as to why the credit was not issued to me or why I have never been contacted. She told me that no one in a higher supervisory role was available to speak with me. And she promised that I would be contacted within 24 hours. 8 ) Cricket s! I have documentation for all of the above events. I have been stonewalled with their hope that I would just go away... and it almost worked. I am fortunate that I am not in dire financial straits and desperately needed the money. I believe their tactics routinely take advantage of those less fortunate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I completed a mobile deposit for my USBank personal checking from my XXXX XXXX XXXX bank account. The check was deposited on XX/XX/2021 after work hours. The funds were released and debited from my XXXX XXXX XXXX account on XX/XX/2021, and I have screenshots for the proof of release of the funds. I have been a loyal customer of USBank for over 20 years. The check was over {$25000.00}, and only {$220.00} was released to be available for me. The branch location is very unresponsive, and there is no agent help. The number published ( XXXX ) XXXX indicates to call the USBank 24 hour customer service due to Covid -19 the branch is not taking calls. And if you call that number again, it puts you on hold and then disconnects. This location is at XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX. The USBank 24 hour services customer service number kept refereeing me to work it out with my branch since the branch put a hold on my check, Each time I spoke to an agent for the 24-hour service and asked why my check was held up when it was released from Ideal Credit Union as of XX/XX/2021, I kept getting confusing answers such as Regulation CC, some times the agent would tell me it's the mobile deposit policy for USBank. Yet Regulation CC states that I should have at least received {$5000.00} accessible right away. The reason for this big check was for debt consolidation to pay off the high-interest cards with USBank, especially the credit line that accrues interest daily. USBank held on to my funds that the XXXX XXXX XXXX released on XX/XX/2021. The branch near me that I usually go to, and I live close to this branch, tried to help me, but since my home branch imposed a hold, they could not help me at all. What is most frustrating is that " home branch '' I have not lived in that zip code for over 19 years!! Yet, I can not move my location to another branch since my account was originally opened up in that location. I feel like I am being held hostage at this useless branch that I never visit at all. I tried several times to call this useless branch at XXXX XXXX XXXX , XXXX XXXX, MN XXXX, and there is no live agent to assist. My funds are being held when my name is not on the XXXX list, nor has it ever been involved in any fraudulent activity. USBank needs to be held accountable for holding my funds under a false pretense of Regulation CC or whatever their internal mobile policy is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55128
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/XXXX, I opened a checking account as representative payee for my XXXX and XXXX brother, to manage his social security XXXX payments. I worked with a local client relationship consultant to open the account. Five days later I traveled out of town to spend time caring for my brother, who lives in a different state. Upon returning to my home, on XX/XX/XXXX, I opened the mail that I had received. One of the mail pieces was from US Bank, dated XXXX XXXX, informing me that my credit card was declined due to missing signature consent. I called the customer service number listed in the letter and was told that the credit card had been applied for directly from the branch where I opened the account, and that it was applied for with the assistance of the banker. I did not apply for this account. I was advised to call the branch office. On XX/XX/XXXX, I called the bank manager for the first time. He stated that he opened an internal investigation. Once I filed a police report, I received another call from the bank manager, stating that he completed an internal form for investigation. I still do not know if there was a hard hit to my own social security number/credit, or to my brother 's social security number/credit bureaus, as the bank manager has not told me that. I have been forced to close my account and re-direct social security funds, and have had to freeze credit with at all bureaus for both me and my brother. US Bank refuses to acknowledge their part in the chaos that they have caused in my life. They need to be held accountable for their actions, and both me and my brother deserve an apology. A company doesn't " accidentally '' apply for a credit card when opening checking accounts .... Others need to be aware when opening checking accounts through this bank that this can happen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55811
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2021, I received notification of a hard credit inquiry on my XXXX credit report. Per the credit report, the hard inquiry was made by : US Bank XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX I did not authorize this inquiry and want it removed from my credit report. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
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: 2021-10-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Requesting US bank to provide by mail the original note of their alleged debt that they are reporting to the credit bureaus under my name to be mailed to me at my address with all statements on this account. Failure to provide the original note per legal law. Only the original note holder is allowed to collect a debt. Failure to produce all these original documents will be considered violations under law. And the continuing of all credit reporting to the credit bureaus as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank has put a projected amount of over {$3000.00} in my bankruptcy and billed me monthly for the same amount. This appears to be fraudulent or a mistake. However, I have tried to get answers and no one claims to know why or what's going on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A