Date Received: 2021-10-15
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: In early XXXX I filed a fraud charge for 3 separate transactions. I had bought digital currency online through XXXX with my debitcard. I called U.S. Banks customer service line and they submitted the fraud charge. The person had sold me something they stole from someone else and I had to return it the person it was stolen from. Multiple employees said over the phone that what happened to me was Fraud. My mother ended up passing away and I took off for 2 months because I didnt want to be around the house she was found in since I lived there to. When I returned I saw a letter saying they denied my Fraud claim because they were missing paperwork they sent out. The only paperwork I had in my stack of mail when I returned was a letter from them saying they denied my claims because they were missing paperwork I never received. I called them over the phone and spoke to someone who told me the same thing that was in the letter and they said they were going to mail out a replacement. They never mailed it out and the next thing I got was a collections notice. I called them again and they said a case supervisor would help me with in 24-48 hours and 5 days later no one has still reached out to me. I spoke to multiple people with the company who agreed that what happened was fraud then i spoke to one supervisor who said I was scammed and thats not the same thing as fraud. Even though multiple other employees admitted it was and it was their mistake I didnt receive any paperwork. I even read the definition of Fraud to this supervisor and she still would say I was scammed and say theres a difference between being scammed a defrauded... The supervisors name was XXXX and they can check the call logs for this and for everyone who was suppose to do what they said they were going to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92201
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To whom it may concern : I received a letter from USBank ( please see attachment ) that states that USBANK sold or transferred my FHA home mortgage to themselves, US Bank. It looks like potential fragelent activity. Potentially US Bank trying to change original terms of FHA loan, or something els of that meter. Also it could be that US Bank trying to increase amount of fund they are actually have on their books for some strange reason. It feels like it is highly likely illegal but I don't know. Kindly please investigate this situation. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97305
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/21 us bank XXXX XXXX XXXX branch manager of XXXX XXXX night I had stopped by US banks ATM machine and attempted to deposit cash into my bank account. After deposit the ATM machine did not credit my account nor give me back my cash. Instead it issued receipt and told me to call a number in regards to my issues. Upon calling said number I reached XXXX branch manager of store XXXX. XXXX was Extremely unhelpful he was bias from the start of the call. He wouldnt listen to my complaints and concerns he showed no compassion nor degree of wanting to solve the problem at hand. He argued with me and I had a number of times threaten to close my account at which times I would remind him that you can not be in your personal bias and then get mad at the customer for letting me see how you came out of your professionalism and now letting your personal hangups dictate the way you were. There was no reason for him to threaten to close my account I simply needed him to do his job and help me out.He wanted to argue and did so with me for over an hour before allowing my request to be submitted. After he said he submitted my request for investigation. I called back the next day to check in with my account and was told by that agent over the phone that Monday was a holiday and I probably would not be a progress made into the investigation. So there next Tuesday I went to my local bank branch the same one with the broken ATM and asked if there was anything that I can do or need to be done she said no call the number on the receipt. I again went home call the number on the receipt asked of woman on the phone if there was anything US Bank do to alleviate any of my stress and anxiety due to my money not being available yet I have bills to pay this week. The woman and I talked for over 45 minutes where she attempted to call the US name bank branch again and ask the bank why there was no immediate Solutions for the problem at hand. Turns out there was nothing that could be done but she then told me that she could put in another paper to experience process thank you so much and have a nice day that was the end of that car. Fast for Thursday I called back to check in on the investigation only to find out that my account has been forced to close by branch manager on Wednesday due to a conflict that we had on Monday, XX/XX/XXXX. There are a couple of things wrong with this because again the young man has no grounds to terminate my account during the call but she still wanted to do but there was no grounds he threaten me in the car XXXX and XXXX XXXX times that he wanted to close my account and couldnt do it for me to call but he has no grounds now come to find out that he so wholeheartedly vindictive and malicious he wanted to attack and a customer Who was only seeking some help with a problem incurred by the bank. So now not only am I out of my cash money from this ATM I am targeted by a bank employee who Is racially biased against XXXX-American sounding customers. This is totally unacceptable and inappropriate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have not been getting my statements despite ELAN financial telling me I am enrolled in online statements. For the last three months, I've called them and they tell me I am enrolled and to check my spam folder, neither offering to assist me in making payments, or reversing fees. I have been reported to credit agencies as late despite telling them verbally I have not received notification payment is due. Each time I call them I remit payment in full. The Bank knows I make attempts to pay but does not do their due diligence in ensuring I have my paperwork to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I told U.S. Bank to close my credit card account in XX/XX/XXXX on the phone. At the time, the customer service representative made me jump through a lot of hoops and kept warning me that closing my account would have adverse affects on my credit score, my home loan, etc. ( none of which was true ), in a transparent attempt to try to make me stay. It took at least an hour, but I was told it was closed. In XX/XX/XXXX, I received a notice that I had late fees and a balance on my U.S. Bank card. When I called, it turned out they never closed it, and they denied ever receiving my request to close it. Some recurring charge appeared, they sent me no notice, and then they tried to charge me late fees on top of it. I have had to spend more time calling multiple departments and explaining this over and over before they finally agreed to reverse the fees. This seems like a scheme to me, and probably happens to many of their customersbut they simply pay the fees to make the problem go away. I still have not received any confirmation that my account is actually closed, and there seems to be no recourse or people who I can talk to at U.S. Bank to address the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/21 I contacted Cardmember Services to close my secured credit card account. I was told I would have a check. in 7-10 days. On XX/XX/21 I received a letter from them stating they will not close the account until XX/XX/21. I contacted them today and said it is policy to wait 30-60 days until they process the request. So now I have an account I can not use and {$310.00} tied up for these 30-60 days. It seems unjust that they take money immediately and assess fees and fines immediately but sit on refunds and return of funds for this length of time. The card was issued through XXXX XXXX but they disavow any association with the card who is handled by Cardmember Service out of XXXX, ND. They direct all correspondence to Elan Credit Department, XXXXXXXX XXXX XXXXXXXX, XXXX, ND - XXXX with a phone number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I bought a visa gift card of value {$500.00} in XXXX ' food on XX/XX/XXXX and found that someone else registered my card already and made several unauthorized transactions of total value more than {$400.00} on XX/XX/XXXX and XXXX. I called XXXX ( US Bank ) to request a replacement card and dispute the unauthorized transactions. As requested ( CID number XXXX ), I faxed my valid government ID, front/back of gift card, and original receipt of purchase to prove the ownership of the gift card on XX/XX/2021. I was told by the agent via the phone that they will respond within 3-5 business days by mailing a replacement card and helping me to handle the unauthorized transactions. However, until of today, after 10 business days, I did not get any response from US Bank regarding whether they get my request approved and whether they have mailed the replacement card or not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86314
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I am suffering from Covid and dealing with numerous deaths in my family. I notified the bank of a hardship and that I was out of town due to family XXXX and XXXX. They decided to request more information then originally after I told them that I was handling funerals. Us bank is intentionally causing infliction of pain and suffering. They stop me from doing the loan forgiveness a year ago while in the middle of applying to change the terms multiple times which had me confused. I told them I would just pay it back due to the hassle and their deceit and they are ignoring it just to cause any suffering to me possible while I deal with death.
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: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a Hawaii property home- owner who was involved with a loan modification plan offered by the U.S. Bank in the location of Kentucky . The modification plan started XX/XX/XXXX. But even 2 months ' later to XX/XX/XXXX, after we were signing 5 times of the documents in front of the notary public in Hawaii, the documents were not accepted by the U.S. Bank due to the bank having been unfair, misleading and discriminated against us in lending. As a result, we suffered from monetary loss and punitive damages such as emotional distress, inconvenience and spiritual health. I give the background of my story as below : 1. Back in XXXX, we had a new mortgage loan of {$520000.00} with XXXX XXXX XXXX in Hawaii. But after a few months, XXXX sold the mortgage to the U.S. Bank in Kentucky. So we were paying the monthly mortgage to the U.S. Bank directly since XXXX. Until the year of XXXX, due the financial difficulty from the Pandemic, we missed a few months payment. Then suddenly, a manager from the U.S. bank called me and said I could join the forbearance program to modify the loan from 30 years fixed to 40 years fixed and then reduced my monthly payment up to {$500.00}. The interest rate remained the same 3.75 % and it will not affect our credit score. I was happy to accept this offer. Then they started to request I and my son 's credit scores ( the title is owned by me and my son ) and found out they were excellent. So the modification was officially approved. 2. Then by XX/XX/XXXX, they sent us a package of documents by UPS to sign in front of the notary public in Hawaii, I suddenly found out my husband 's name was on the signature page. So I called the bank 's customer service, the general staff only gave me a vague answer to say that it may be my husband is living in the same property. He had to sign even though he was not on mortgage and not on title. Finally, I convinced my husband to sign in order to save time. But after a few days I sent the documents, they sent me another set of documents and said that the previous one was not accepted because my husband did not sign the way they wanted. So I called them again, this general staff said your husband should sign exactly his printed name not in a stylish way. So my husband signed again and sent to them. 3. A few days later, the documents were rejected and asked us to sign again. This time they complained about my signature. Since I was using a power of attorney to sign for my son, I should sign XXXX XXXX for XXXX XXXX XXXX attorney in fact. So I asked that customer service why you did not tell me last time. They said they didn't know. So I signed again and sent out. After a few days, they were unaccepted and asked us to sign again, this time they complained about the notary public not placing the seal on the right position. So I found another notary to sign. But still back and forth that made me so frustrated and emotional distress. Every time I received the rejection letter, I just got sick. 4. After I sent out the 5th package, they told me that the notary should put only one seal not two seals, I sent them a notary public manual, which said that all the real estate documents must be 2 seals otherwise, you can not record the document. But the U.S. Bank still rejected the documents 5. I knew that it was wasting my time to talk to them. So I borrowed some money from a local bank by paying high interest. And then use that money to pay off the forbearance balance in XX/XX/XXXX. Then I am free and out of the forbearance plan. After that, I went shopping around to find a good company to refinance whole loan. Now the entire loan was paid off. I don't owe U.S. bank any money, However, I suffered from the following damages : 1. When I refinance the mortgage out of the U.S. Bank, I need to pay closing costs, appraisal fee around {$6000.00}. Also when I borrow money to pay off the forbearance balance, I have to pay a few hundred dollars loan interest too. 2. Punitive damages -- -The U.S.Bank is so irresponsible that they don't have any loan officer to communicate with me or guide me to do the way they want. During the past 3 months, I suffered from emotional stress, health problems ( I am XXXX years old and my husband is XXXX years old ), inconvenience and loss of time. This bank was unfair, misleading and discriminated against us. We want to know if this is a case to file a claim against this U.S. Bank. I don't want to see them treated the same way to other customers in Hawaii.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96814
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Traded in a vehicle a month ago. Check was sent to US bank from the dealership for the total value of the trade in. Due to the timing, I had to make a car payment on the car I traded in, since they did not receive the trade in payment. No big deal, I was told I would get a cashier Check for the different later on. The trade in check was delivered and signed for two weeks ago and still has not been reflected on my account. I have called on 5 separated occasions to try and get an update on when I could expect the check to clear and to try and get an update on if the check has been processed. Every time I have called I have been told to call back in a few days and that there is no way for the Check clearing process to be tracked on their end. At this point it has been almost a month and I will have another car payment due for a car I haven't owned in a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A