Date Received: 2021-06-10
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: To Whom it May Concern : On XX/XX/2021 I withdrew my exact payoff amount of {$23000.00}. I opened an account with US Bank to pay off my lease through US bank. I did this hoping to make the process as smooth and easy as possible. I called the bank several times before to verify I was sending them the correct documentation. US BANK told me numerous times over the phone that if I overnight the check and documents, they would send it back with my title within 24 hours. On XX/XX/2021 at XXXX XXXX my check for {$23000.00} along with proper documentation was sent to US BANK. My check and documentation was received on XX/XX/2021 at XXXX XXXX. It is now XX/XX/2021 almost a MONTH later and I still have not received my title. I spoke to yet another representative who told me, " I have devastating news, your title has still not been sent out. '' From the utter confusion that these customer service reps have, to not receiving a manager call back, and waiting over a month for a title when I was told several times I would get it within 24 business hours ; this is utterly ridiculous and predatory towards the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: 1. On XX/XX/XXXX I made an international debit Purchase -visa XX/XX/XXXX card ending XXXX XXXX XXXX XXXX with XXXX for {$570.00} via US Bank XXXX US bank charged me International Processing Fee XX/XX/XXXX card XXXX on {$17.00}. 2. On XX/XX/XXXX I change up my mind and canceled the purchase for {$570.00} and requested a refund. 3. On XX/XX/XXXX The requested refund appeared on my US Bank account as {$570.00}. 4. On XX/XX/XXXX I asked the bank online and in-person with the Branch manager in the US Bank branch at XXXX XXXX XXXX, XXXX, OH XXXX to reimburse me the International Processing Fee that I made through the US Bank debit card on XX/XX/XXXX for my online purchase of {$17.00} claiming that XXXX is responsible for fees and that is not the policy of the bank. I am submitting evidence to support the claims. 1.picture 10 ( 2 ) : purchase and international fee charge 2.picture 10 ( 3 ) : refund, but no reimbursement for international fee charge
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45215
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have had my XXXX XXXX payments switched to a us bank relicard debt card since we are closing our XXXX XXXX account where the XXXX XXXX payments used to be deposited. The XXXX XXXX account was closed so I had a refund ( {$180.00} ) from a dentist office sent to my new relicard. The us bank then froze my account, not allowing me to use my XXXX XXXX because they claimed no deposits can be applied to the relicard unless government funded. They also claimed those instructions where on the form that was sent with my relicard and i should have been notified of this. I have the form in front of me and can send a copy that does NOT state this anywhere. They have froze my XXXX XXXX account because I can not supply a receipt of an over the phone deposit from the dentist office. This is my money and I need access to it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a new checking account online, but I chose to walk into branch to finish setup. On XX/XX/XXXX, XXXX visit a branch near home to finish setup as I was going to deposit two checks totalling {$220.00}, which would meet tje {$25.00} opening deposit. I was told since it was a Friday it would take until the following Monday for US Bank release the hold since no money was added at the beginning. The Bank Analyst helped me get setup with a temporary card until new one came in 7 to 10 days later. Once the card was in I made several purchases. Unbeknownst to me duplicate charges from a online game I play appeared on accounts on or before Sunday XX/XX/2021. I also received a push notification on my cell phone on Monday XX/XX/XXXX, so I placed a call to US Bank to dispute the charges. The agent was very nice and helped me file a dispute. She said the charges will remain so your account will look weird until after the investigation of the charges. I said OK. Next day on XX/XX/2021 I received a voicemail from an XXXX on behalf of US Bank as she wanted to ask about recent transactions on account, which I thought was odd cause there were no red flags and all my purchases were OK except for the duplicates in question. On XX/XX/2021 I called the phone number and since she didn't answer I hit XXXX as she mentioned in her voicemail to any Analyst. The Analyst that took my call asked me the usual identify stuff to prove it's me, then she said could she put me on a brief hold and I said sure. I was on hold a total of 5 minutes, and when she returned she asked about some incoming XXXX. I told yes I have family and friends sending me funds until I get back on track due to the pandemic, and I am also awaiting my tax refund to deposited when she told me someone successfully tried and accessed my account out the country and they were going to close the account cause I violated the terms and conditions by willing giving out my username and password. I indicated to the Analyst that at no point have I in anyway freely given out that information. That is something I would never in my life do. I told her I just finished talking to someone yesterday about duplicate charge dispute. She said you have a dispute too already this early in the account. I said yes, and explained that I have an old phone that sometimes freeze in during a transaction, so it will process not once, but twice without me knowing it. I can not replace my cell phone that is three yes old til my contract needs in XXXX. She said in her opinion including the notes she would put in the system that the account should be closed before or after the investigation is complete. I said why cause I did cause a risk to my account by violating the terms of the bank by giving out my username/password information to anyone. Also I can not help having a dispute so early, but I have stop using my cell for purchases until I get a new phone, so it will never happen again. She suggested I call the branch I went to see what could be done. I called them immediately after and explained the situation in detail including the dispute, pending XXXX, and tax refund being deposited. She told me they couldn't transfer me to a new account until after investigation, but any deposit would continue to be accepted until dispute & fraud investigation was done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted an rma to my servicer as my income and hours are affected a lot it took a good couple months to finally submit the forms they needed to start reviewing what kind of help I can get at some point I look at the status of my application and noticed it was cancelled when I called I spoke with an account manager who was assigned for this process and I was told it was a glitch in their system and case was reopened the status then showed the underwriter will post or mail a decision of which programs I will qualify for and I had nothing to worry about as I am awaiting a desicion I called just last Friday to learn I can ask for the last 90 days of forbarence well I didnt ask I was offered that over the eeekend I check my online mortgage info and come to this status loss mitigation review cancelled notice was mailed I was shocked as to I have been waiting since before XXXX to see what options the underwriter has for me turns out to tell me because I went back on forbarence my application was cancelled I spoke with a account manager and she was getting the higher manager approval to reopen the case and advise me by this coming Friday to what decision they will make with all this I have had this loan with Usbank since I bought the house in 2006 and not once I missed a payment it honestly is very rude and destroying for someone that faithful to their system and how good they are making things so now I dont know if there will another glitch in their system or what the underwriter will reopen the case and give options of better than just put the amount of the forbarence to the back of the loan and resume payments I was asked what would get me off the hardship and start payments? I suggested to lower my APR I am at 6.725 and the market rate is at 1.99 % I saw today doing my math to adjust my apr will defenetly make my payment affordable so I am asking the lord of you people to help me as much as you can please those people are just killing time and think people are stupid
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Last XXXX i called in USBank and asked for lease payoff on my XXXX XXXX XXXX she gave me the dollar anmount i paid in full. Come this XXXX or XXXX i get letters from USBank saying i owe, i call in and they say its personal property tax and I DO NOT owe that until lease end. Ok i call in again after getting late dues for payments missed they can not explain anything and now i owe late fees. I say whats the ammount to keep me out of collections as the lease is in the last month and i planned to turn it in and use the positive equity on it to pay off any remaining dues. I pay the ammount said and guess what. Now im in collections. There is many problems here. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 26554
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Other service problem
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received a mailer from US Bank that included some checks to be used for Balance Transfers. Upon further inspection I noticed that the checks contained no security features whatsoever. I took then into my nearest US Bank branch and the confiscated them for having no security features. I then called the corporate office and they told me it is common practice to mail out checks without any security features on them. I told them to stop sending these out. Then today I receive another mailer with the same substandard checks. By security features, I am referring to features on checks to minimize fraudulent use or forgery of checks, such as microprint, security seal, heat-sensitive ink, and writing only visible when held up to the light. The checks the bank is continuing to send me have none of these features.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92673
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: US BK XXXX - This account was showing an inaccurate payment history and payment status. A charge-off should show a XXXX balance. This inaccurate information continues to do harm to my credit. Please provide proof of the last payment. Otherwise, remove this from my file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: US BANK - This account is reporting differently between the bureaus and a direct violation of FCRA 623 Responsibilities of the data furnishers. Investigate thoroughly and update or remove them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: Having a XXXX XXXX XXXX Visa and a XXXX XXXX XXXX by XXXX XXXX and Bank Debit Card, for approximately the last 2 years these cards purchases were continually be " Declined '' or the merchant was being told to " Manually enter the Card Information '' entertainment activities Charges were continually being " Declined for rhetoric reasons '', text messaging for account balance were continually being manipulated with a " lower balance '' Treasury Deposits were being delayed. I have changed Banks to XXXX and the same " Text Manipulation for balance '' Now that I Bank with XXXX the same problems are reoccurring and I have been told that the " ELAN FINANCIAL SERVICES '' Monitors XXXX XXXX Bank Cards and XXXX Bank Cards and XXXX XXXX XXXX Arizona. It is my assumption that this problem was done purposely and intentionally to disrupt and confuse up to date balances and spending.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A