Date Received: 2021-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: was on a forbearance plan XXXX XXXX, XXXX and XX/XX/XXXX. I called on XX/XX/XXXX to make a payment and was told I qualified for a loan motification. I was offered a medication of 3 % with a payment of {$1600.00} with the first payment due XX/XX/XXXX. I received a letter dated XX/XX/XXXX confirming my application was complete and if they needed additional information at a later date they would send a letter or notify me to provide additional information. Otherwise, paperwork would be sent outlines the terms of the modification. I never received a letter nor was notified that additional information was needed, I called XXXX to inquire why I had not received the paperwork outlining type terms and was told paperwork would be on the way. .she told me it could take awhile but the forbearance had been closed. I again called on XX/XX/XXXX still not having received the paperwork and was told she did not know why it had not be sent but she would keep on eye on it. I never heard back from her. Because I was told my payment would be due on XX/XX/XXXX and I had not heard anything back I called again. I spoke with XXXX who told me she did not see anything in my file but could offer me a new modification agreement at 3.375 %. I did not feel that was fair as I had been quoted a 3 % with a payment of {$1600.00}. Since XXXX I have spoken to 20 representatives from US Bank and continue to be told someone is looking into it. I was assigned a relationship manager but have never been able to speak with her personally despite many, many calls. I feel I was misled and US Bank misrepresented information they gave me. I have since received a new modification agreement at 3.375 % which I feel I must accept or I will lose the opportunity to have a loan modification. I have dates and names of all the representatives I have spoke to but no dedicated representative that is following my case even thoughI was told was was assigned. I feel USBank is taking advantage of its customers and provided the worst customer service I have ever experienced with a mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX. On the mortgage I am still listed with the last name XXXX. I have a XXXX XXXX mortgage that is taken care of by U.S. Bank. It is loan # XXXX and I call phone # XXXX which is their mortgage department to get information about this mortgage when I am checking on it. The property address is XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX My husband, XXXX XXXX, and I purchased this home in XXXX. We are now divorced and it was finalized in XX/XX/XXXX. According to our settlement, he is responsible for the mortgage because he resides in the house that is collateral. I did NOT sign a Quit Claim Deed because I am still on the mortgage debt. We are currently in a chapter XXXX bankruptcy and he was planning to refinance at the end of the bankruptcy which does not take place until XXXX of XXXX. I have several issues of my complaint and have called U.S. Bank many times regarding my concerns. 1 ) My ex-husband took advantage of a Covid hardship that placed the loan in forbearance. In XXXX or XXXX of XXXX he placed the loan in the hardship for 6 months. At the end of the 6 months he extended for another 6. Neither times U.S. Bank asked for documents proving he was going through a hardship. Nor was there any documentation of the forbearance. I was not notified by the bank or my ex husband of the forbearance. I did not find out until many months later in XXXX of XXXX. By this time the deferment was already extended. He did not pay taxes, interest nor insurance and the accumulated amount is over {$11000.00}. He wants to add this to the balance of the loan. I have not lived in this house for 2+ years. I fear he will not be able to refinance because of this. Consistently with every call I made to U.S. Bank since XXXX, I have been consistently told there was no documentation of the forbearance nor did there need to be any proof of Covid hardship. 2 ) The mortgage company wants me to sign documents to add the accumulated amount to the back of the loan. But they have not provided me a copy of it. I called XX/XX/XXXX or XXXX requesting them to send me the documents of the deferred plan. I spoke with a woman named XXXX and she said she could not send them to me. She said they were already sent to XXXX and our bankruptcy lawyer and I would have to reach out to one of them. After reaching out to our bankruptcy attorney, they said they never received any documents and my ex-husband will not send them to me because he knows I am upset about this. I did contact U.S. Bank on XX/XX/XXXX to explain to them that I still have not been able to review the documents. I spoke to a gentleman named XXXX and he said he could send them to my email and I should receive it by the end of the day. It is now XX/XX/XXXX and I still have not received them. 3 ) This extension that was granted but I did not approve will no doubt cause me financial harm regardless if I sign the documentation or don't. Either I sign the modification and add this money to the loan OR I don't and the house will go into foreclosure and affect my finances and credit history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I received an alert of two hard inquiries to my credit. I have not applied for any credit cards or loans. The companies the had the inquiries are Elan Financial Service and XXXX / XXXX XXXX. I could not reach Elan and XXXX stated they didn't show anything. Contacted XXXX to dispute it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92411
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: i inadvertently missed a payment on my car loan for XXXX. the last time i paid was the end of XXXX. the only way i found out is that i saw a late charge on my financial software. while i'm okay paying a late fee for my error, this does affect my credit score. i called and asked if there was a way US Bank could notify me if i missed a payment. i was told that i should have received a phone call or a letter. i received neither. they have my correct information, including my email where i definitely receive my statement each month. i do not answer my phone if i don't know the number, but i get voicemails in XXXX, i get voicemails from car warrantly companies, i get voicemails for vacations, but i never received a voicemail from US Bank. i did not receive a letter, i did not receive an email. yet my payment was 6 weeks late and they charged me a late fee with no notification that i was late on my payment. when i called in they said there was no other way to notify me or alert me except the methods that they *did not* perform. this seems to me fundamentally dishonest, wrong, and quite possibly illegal. please keep your eye on them. thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92260
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive contacted US Bank several times requesting a payoff statement. Im told each time that it will be sent but I never receive it. The only recourse Ive been provided is to keep requesting my payoff statement over and over. US Bank is the worst mortgage servicer and I hate that my mortgage was ever purchased by this XXXX institution. I want my payoff statement so I can sale and move on from this nightmare of a so-called bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2020 XXXX XXXX XXXX XXXX XXXX issued a credit for {$2400.00}. Credit never posted to my account and on XXXX XXXX I contacted XXXX XXXX XXXX requesting help to locate the credit. They referred me back to the merchant. On XXXX the merchant sent me a receipt with an authorization code and the transaction date and time. I sent these to XXXX XXXX vis their secure website and they responded they would look into it. I never heard back from them and XXXX XXXX sold their credit card to US Bank. XXXX from US bank contacted me on XXXX requesting I fax her the documentation that I had. It was faxed on XXXX and confirmed it went OKXXXX XXXX contacted me on XXXX stating she had not received the fax and would like it to close the file as the original transaction was too old to dispute and could not help me about the missing credit. I told her I wasn't disputing the transaction as it was legit and the merchant submitted a credit for the trip cancellation. I would like to know how I can get someone to determine where the credit for {$2400.00}. was posted. I would think that the bank would have someway of going to XXXX XXXX to determine what happened to the transaction as the receipt from the merchant showed it to submitted electronically with an authorization code. It is very frustrating that the electronic banking and XXXX XXXX XXXX can not trace a transaction through their system and apparently could care less as they do not have to handle it like a disputed transaction. Documentation attached
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX branch have been closed in diverse socio-economic locations. This is causing struggle and harm to people & businesses in the area. The locations at XXXX XXXX XXXX, XXXX XXXX CA XXXX and XXXX XXXX, XXXX, CA XXXX. I find this unacceptable that residents and business owners are forced to go over a XXXX away for another branch. These branches are staples in the community and have been in operation at these locations for several decades.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Complaint already filed in regards to USBank access to mobile banking. They closed it stating that they locked my out on XX/XX/XXXX and after complaining open it XX/XX/XXXX. On the date I was able to get in line. The very next day again and still of of today XX/XX/XXXX I still can not gain access on mobile app. I have not used a VPN since this date. Why I am still getting the message there is a problem on our end. It shouldnt last long so please try again shortly. I reported no fraud and have not had fraud yet they decided to lock out my accounts. I am begging to have my access to my accounts. This is not right. Thanks XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: This is a follow up to my original complaint ( # XXXX XXXX filed back in XXXX or XXXX of 2020. I did receive an official response from US Bank on XX/XX/20 and it was an insufficient reply and of course there were key pieces of communications they could not locate when they reviewed the claim which I submitted in my original complaint. This is a blatant denial of culpability on US Bank 's part and further evidence of their refusal to perform their obligations as a PPP loan processing financial institution. I have since been trying to resolve this issue w/ US Bank by trying to reach their PPP Liason which no one seems to know who it is, how to contact this person or how to find out who this person is ... I have reached out to the XXXX several times and have had many conversations with the SBA. I was told specifically that US Bank DOES HAVE the authority and ability to contact the XXXX to review and revise any previously funded loan that may have been erroneously calculated. US Bank 's reply stated that is is the borrower 's responsibility to provide accurate numbers and loan amount and this is in fact not the case. It was my responsibility to submit income information, it is the responsibility of UD Bank to assure the proper loan amount is calculated and in this case they did not and then they misinformed me of my follow up resolution options. I have all the documentation to prove how poorly US Bank handled this process, which I submitted in my original complaint and they chose not to look into or acknowledge. I have attached US Bank 's reply to my original complaint and have highlighted the area where US Bank is at fault and is evidence of them neglecting to own up to their responsibilities. US Bank is in direct violation of their responsibilities and obligations as a financial institution authorized to process PPP loans. done so in error. Furthermore I was told that it is the sole responsibility of US Bank 's to initiate this action which can simply be done by a US Bank PPP representative simply contacting the XXXX with a request to reopen and review the loan. I was further told that I would have a difficult time in finding anyone at US Bank who would be willing to do this because it is a tedious process. I am plainly being denied the opportunity by US Bank to rightfully receive the appropriate funds due me through the PPP program which was set up to help small businesses effected by the pandemic such as myself. In closing, I'd like to CFPB to pull my originally filed complaint that contains date specific events and details that will support this second complaint. This previous process did nothing but provide US Bank a forma ; platform to reply and deny any wrong doing which I can prove where they have made several errors. I am looking for a more in depth and in person resolution option this time as opposed to a blanket emailed letter from US Bank denying any wrong doing. I look forward to your prompt reply and hopefully a more in depth involvement in bringing resolution to this matter. Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: From XX/XX/XXXX to XX/XX/XXXX, my U.S bank cash plus credit card was hacked and used to purchase things from " XXXX '' from XXXX which I never heard or known of for total of XXXX . I contact U.S bank on XX/XX/XXXX to report fraud, US bank representative helped report to fraud department and lock the card for me and send me the new one. U.S has put provisional credit for the amount I have been stole. However, on the next couple days, I checked back my account and I saw U.S bank has reversed all of the credit they gave me and now I have a balance of XXXX XXXX My account balance was XXXX before the incident. I called U.S fraud specialist name is XXXX and she told me that she does not think it is fraud and she told me to investigate on my end. This is very frustrating for me and depressed. I contacted the merchant by XXXX and email them. They even said " you may have stolen credit card information '' and they told me to contact the issuing bank. Here are the following charges on the account that are not authorized, these are not included the foreign fee they are included for each transaction : XX/XX/2021 - {$210.00} XX/XX/2021 - {$210.00} XX/XX/2021 - {$520.00} XX/XX/2021 - {$340.00} XX/XX/2021 - {$390.00} XX/XX/2021 - {$430.00} XX/XX/2021 - {$430.00} XX/XX/2021 - {$650.00} XX/XX/2021 - {$390.00} XX/XX/2021 - {$130.00} XX/XX/2021 - {$560.00} XX/XX/2021 - {$640.00} XX/XX/2021 - {$650.00} XX/XX/2021 - {$650.00} XX/XX/2021 - {$210.00} XX/XX/2021 - {$600.00} XX/XX/2021 - {$210.00} XX/XX/2021 - {$540.00} XX/XX/2021 - {$120.00} XX/XX/2021 - {$210.00} XX/XX/2021 - {$300.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A