Date Received: 2021-09-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My fiance and I have had a loan with US Bank for 14 years and have not once been late or missed a payment. We got an email of them promoting refinancing and home equity loans, so thought about wanting to use our home equity to consolidate our debt. We called on XX/XX/XXXX and spoke with a representative that took our application over the phone. We were told before hand my the US Bank Rep that they take into consideration us being a long time customer with them, if you do not meet the requirements. We were also told that the process takes 2-3 days to find out if you are approved or not. We submitted all of the required documents to the Portal that was assigned to us. We had be also assigned a loan officer XXXX XXXX. After waiting almost a week and calling and leaving voicemails and emailing Ms. XXXX and getting no response. Seeing that our status was saying processing. XX/XX/2021. My fiance finally got a hold of her on the phone. Asking if there was anything they needed from us, or if they came to a decision. Ms. XXXX said, we didn't qualify, so that's why they left the status of the portal not updated. It seemed that she had no intention on contacting us at all. XXXX my fiance said, well that's how you guys work, no one calls or offers alternatives etc. Then, Ms. XXXX, said maybe I could qualify by myself. So we tried her again in the evening and my fiance expressed how unpleased she was with their whole process of not handling things professionally. Her lack of professionalism to return calls and emails. I think got on the phone and asked what happened to you guys taking consideration for loyal customers that be been with you almost 20 years. She then expressed that, it applied to people who had checking and savings accounts, I guess not people with $ XXXX mortgage. I expressed how frustrating this was since we were trying to consolidate or debt and used the equity we've busted our buts creating by paying our mortgage every month on time, for 14 years. I then said okay fine I'll try to apply alone if you think it would help. She then told me their process ; that I would have to submit another application, in which they would run my credit report when it's was ran less then a week ago. I asked that I didn't want another soft or hard hit inquiry on my report so my credit score would go down. She explain that was their policy I think asked her to speak with someone above her to see if the consideration, we were promised could be exercised on this matter. She denied my request and said unfortunately these are their rules and policies ; she said I wouldn't however have to upload my financial information, paystubs and bank information since she could use that from the other application that I filed with my fiance who is the co borrower on our mortgage, which I thought made no sense, but you can't make an accept and do the same with my credit score and information since it hasn't even been 10 days. I then asked well you see my numbers and my debt to income ratio, credit score. Will I be approved or denied, she then said she doesn't know. This throw me off, how could you not know when you have my full report. So, it seemed like she knew the answer even though jeopardizing my credit score was no interest to her as long as she attempted to act like she cared, since she openly admitted with my fiance, the reason no one contacted us is because we didn't qualify. I asked Ms. XXXX once again for someone above her to see if they could make an exception to not running my credit score again since it was ran a few days ago, by their financial intuition. The same intuition that doesn't return calls or update loan application status. She finally gave me a XXXX XXXX, who was the VP dept. She didn't offer to transfer me, she just gave me the number. I then had to ask, well do I call him and explain the situation myself without to giving context or a backstory. She said, oh she can if I'd like. Well I was appalled by this response and said sure. I then called Mr. XXXX XXXX and left a voicemail. My fiance emailed him at the same time. No call back, but this morning bright and early at XXXX in the morning an adverse action notice from whom other, then Ms. XXXX XXXX finally trying to do her job and cover her XXXX. I don't know what is the deal with this company. But, 14 year members, shouldn't feel like they are being discriminated by their credit score or race, and shoved into the corner like a dirty rag. I am truly disgusted and hurt by the professionalism of this financial intuition.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32128
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased this card on XX/XX/XXXX. When I opened up a fraudulent bar code was actually activated. Please have this deactivated and a new card sent to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75252
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Dont recognize/ old sold vehicle XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Us bank- XX/XX/XXXX
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: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I called and requested the CC company close my credit card account 9 days ago. When I log onto my mobile app or online account the account still looks open. I called the company and was told the account is closed and no charges would be accepted going forward. Today I received a letter stating that, " they had completed my request to close my account but pre-authorized charges or online charges may continue to be accepted and billed to this account ''. How do you accept charges on a closed account? When I called to inquire about this the CS stated he had never heard of that, but if that's what the letter says than I need to make sure that I remove that card from any re-occurring payments and online sites. I have done this but what it I miss one? The account is either closed or its not. This is predatory lending and should be illegal to accept charges on a CLOSED account!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98382
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I did not give consent to benefit from or utilize my authorized credit. According to 15 usc 1602g - the creditor refers only to a living person who regularly extends consumer credit. US Bank is in violation of 18 usc 8, 15 usc 1605, 15 usc 1666c, 15 usc 1692f, 15 usc 1692b, 15 us 1692e, 15 usc 1692b.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a VISA Credit Card in which the monthly statements indicate an Amount Due and Date Due. In several instances, I have been charged Late Fees although payments were made by the specified Date Due. Date Due Date Paid Date posted Late Fee $ XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX} Total {$150.00} Recently, my credit limit was reduced by a company called XXXX XXXX ( XXXX XXXX ). Needless to say, these late fees Fees Charges have seriously impacted my overall credit rating and i wish to these fees reversed. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For many years, I have had a credit card issued by USBank. I also have a checking account with USbank. I have paid my credit card balance from my USBank checking account using the online USBank payment function in my credit card account. I would schedule online payments on the due date. I was able to schedule payment on the due due regardless of whether the due date was a weekend or holiday. Recently, USBank implemented a new online payment facility. The new facility no longer has the online payment function in my credit card account that I had been using. There is a new online payment facility for all accounts that doesn't allow payments to be made on weekends or holidays. Last month, my credit card payment was due on Saturday XX/XX/XXXX. The USBank payment facility did not allow me to make a payment on XX/XX/XXXX. I made a payment on the next business day XX/XX/XXXX. I was charged a late fee and interest. According to the CFPB website " If your payment is due on a day on which mail is not delivered ( such as a Sunday ) and you mail your payment, you can not be charged a late fee if your payment arrives on the next business day. '' And also " if you pay online you must make your payment on the day it was due even if that day is a Sunday or holiday. ". Currently the USBank system doesn't allow online payments on a Saturday, Sunday or holiday. So it is reasonable that I shouldn't be charged a late fee until the next business day because USBank won't accept online payments until the next business day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94121
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is is a complaint about US Bank 's mismanagement of the escrow account associated my mortgage. I have contacted the company to report but they indicated that they can not ( and are not required ) to provide any assistance with the escrow account. My mortgage includes an escrow account created by US Bank to pay annual real estate taxes, which are due in two payments- one in XXXX, and one in XXXX. Each year, US Bank sends out a schedule of anticipated annual payments that are rolled into the regular mortgage payment, beginning with the XXXX monthly payment. US Bank paid the first installment of my real estate taxes in XX/XX/XXXX, but as of this date ( XX/XX/XXXX ) US Bank still has not sent they usual " escrow analysis statement '' which details the amount to be added to each payment. They usually a preliminary version in the spring ( XXXX ) and a final one in XXXX or XXXX, once the tax bill is sent to US Bank by the county. US Bank has sent me nothing for XXXX. For example, for the monthly payment due on XX/XX/XXXX, the amount due does not include anything for the escrow account. This leaves the escrow amount unpaid, which will require a lump sum payment from me later if US Bank does not add it to the monthly payment. This negligence defeats the purpose of the escrow account - if I have to make lump sum tax payments to US Bank, why couldn't I pay the tax authority directly? It doesn't make sense. When I contacted US Bank, they tell me the same thing they always tell me that, in XXXX, they instituted a new internal policy that penalizes all customers who have ever filed a bankruptcy while holding a debt from US Bank. Though my bankruptcy occurred more than 10 years ago, and though the bank didn't harass me with this policy until XXXX ( 4 years after it allegedly went into effect ), they use this " policy '' to say that they don't have to provide mortgage service benefits available to every other US Bank customer, even though they provided this benefit as late as XXXX ( last year ) when they processed an escrow analysis statement. Although in XXXX, no tax was owed because I qualified for 100 % tax relief, I only qualified for 50 % tax relief in XXXX, and thus US Bank is supposed to submit an escrow statement that breaks out the annual tax amount ( as indicated by the county 's bill ) into monthly payments beginning with the XX/XX/XXXX payment. So, far, US bank is already 4 months behind ( XXXX, XXXX, XXXX, XXXX ). The total tax amount for my property is {$1400.00} ( {$700.00} * 2 ) but the monthly payment amount includes a {$0.00} amount applied to escrow for these last 4 months, and they have not provided a schedule of payments for the remaining 8 months of the escrow payment year, which runs from XXXX to XXXX. US Bank keeps abusing this " policy '' to expand the areas of service that they are required to provide to mortgage holders with escrow accounts. The effect ( if not the intent ) of the policy is to cause harm to seniors like myself, principally to introduce obstacles to payment in order to increase the likelihood that payments arrive late. US Bank has a track record of doing this. As early as XXXX, during a trial loan modification period, US bank required payments to be sent to a specific address, but even though I sent these over a week ( or 2 weeks ) before the due date, US Bank `XXXX sat '' on the checks and only processed AFTER the due date. As a result, they could claim that the payments were " late '' and that we didn't qualify for the full loan modification. I have the mailing records showing when the checks were sent, and some advisors recommended that my late husband and I take US Bank to court because of this, because we had to pay a {$7000.00} penalty at the time, but we did not. What this indicated though is that US BANK CAN '' T BE TRUSTED WITH MAILED IN PAYMENTS. But though this is the policy that they are harping about - where they block online payments to people who in their lifetime have ever filed for bankruptcy and that they block this benefit for as the entire life of the loan as a form of medieval punishment, the issue here is about the management of the escrow account. US Bank has failed to provide a schedule of escrow payments, to be added to the monthly payments, which is required to do so under federal law. I ask that the CFPB open an investigation into US Bank because each time I complain to them they provide the same excuses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22041
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I applied for a HELOC with USBank. After a long process of submitting numerous documents verifying income and assets, I was told that our income and asset evaluation was complete and approved, so they would be moving on to the property evaluation. I explained that I had a certified appraisal from XX/XX/XXXX, just 4 months old, and the USBank employee indicated that they had to conduct their own appraisal. An appraisal was scheduled with XXXX XXXX Appraisals, which I learned is a wholly owned subsidiary of USBank. I met the appraiser at my home and toured the home with him. I provided a copy of the appraisal that was conducted in XX/XX/XXXX, to the appraiser. I received a copy of the appraisal from USBank approximately 10 days later and the value was {$86000.00} less than the appraisal from XXXX, despite a real estate market that is escalating rapidly. I reviewed the appraisal in detail and had major concerns with what was included in the appraisal. I am a licensed real estate agent and have worked as a real estate agent for 20 years. I contacted the appraiser and asked specifically about the comparables that were used, all of which were valued considerably lower than several other direct comparables to my property. One of the selected comparable was nearly 8 miles from my property while there were 3 other direct comparables that were less than 3 miles from my property. The appraiser would only say that those other properties do not 'bracket ' the features and condition of my property. That is a false statement. I have been inside all of those homes and they are very, very good comparables to my property. The appraiser further stated to me that he had to find a comparable with an 'unfinished ' basement because my basement is unfinished. That is not an appraisal standard that I have ever heard of, nor is it published. It is common knowledge among appraisers and real estate professionals that finished square footage above grade is more valuable than finished square footage below grade. My property has equal to or MORE square footage than comps in this area despite the fact my basement is unfinished. So, that means that my above grade square footage is substantially more than that of similar properties that sold for far more than the comparables that the appraiser chose. It is my belief that USBank deliberately undervalues properties for Home Equity Lines of Credit so they can charge a higher interest rate and more fees when the loan to value increases. Therefore, increasing their revenue. USBank disclosed to me that the appraisal process they use is in accordance with Uniform Residential Appraisals and the appraisal was reported on a Uniform Residential Appraisal form. However, the process utilized was not in accordance with uniform appraisal standards. I, subsequently, forwarded a copy of 2 appraisals of my property. One was from XXXX, more than 6 years ago and the value was {$860000.00} and the other was from XXXX, only 4 months prior to this appraisal and the value was {>= $1,000,000}. Despite the appraiser having this information, he valued the property at {$940000.00}. I believe, if investigated, it would be discovered that USBank manipulates property valuations in order to control what they lend, to whom they lend and at what rate and fees they lend. In is a shock to me that consumers are subjected to a valuation process, with current fair lending laws, that is controlled and owned by a lender. I lived and worked through the mortgage crisis of XXXX - XXXX and given the resulting lending law changes and controls, this is outrageous that USBank still chooses and is allowed to do business this way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55082
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I disputed a charge to my debit card in the amount of {$520.00} on XX/XX/2021 because the company did not follow through on their end to provide the service that was promised. I contacted my bank and the filed the complaint as Fraud ( I did not ask them to do this ). I am now told by my bank that the fraud department denied my claim and are refusing to reverse the charge. They are also telling me now that the fraud department has denied my claim, they will not consider my dispute. I want to get my money back and my bank is refusing to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A