Date Received: 2021-04-20
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I submitted a previous case. The responder, US Bank, said they didn't have my correct address and my previous complaint was closed. They have all of my information. That was untrue. To be sure they have it again, it is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX My former complaint was : XXXX. I will resubmit everything again as I was just instructed by your customer service line. Here is my feedback to the previous complaint that was closed first, then my original submission will follow : Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No ADDITIONAL COMMENTS Please do not close this case. I received their letter and sent everything they have requested. I told them I moved to XXXX XXXX XXXX , XXXX, IA XXXX all along. I told them to be sure and send everything to my XXXX address. They keep sending things to my temporary XXXX XXXX address no matter how many times I tell them not to do so. I called XXXX XXXX who reports to the USBank Mortgage President when I wasn't getting anything. He emailed their affidavit to me on XX/XX/XXXX. Once I got this printed, I emailed everything to which they asked on XX/XX/XXXX to XXXX as mentioned in their form. I sent the hard copies certified on XXXX to XXXX Fraud XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, MN XXXX on XX/XX/XXXX. US Bank mortgage signed that they received my certified letter with everything on Monday, XX/XX/XXXX. They then still sent me another affidavit via their secure site out of error on XX/XX/XXXX. I called and and talked to XXXX, ID of XXXX, who took care of me. She had me email everything AGAIN, this time to XXXX so they could link everything up. I did that as well. She said everything should be linked up now. They have everything. But, it seems that US Bank Mortgage and US Bank Fraud Liaison Department keep getting confused and on top of one another. What happened now that I get this letter from XXXX XXXX? They say they can't find me? I am so confused. I will call that number again. Just please reopen this case. This is not resolved. Their communication within their company is either terrible or inept. Please contact me at XXXX or XXXX so we can discuss. Thank you, XXXX I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT No ADDITIONAL COMMENTS I do not understand what is going on here. I do everything they ask, send everything to the places they mention, tell them to only send things via mail to XXXX XXXX XXXX XXXX XXXX, IA XXXX, but they still say they don't have things, resend me the same form, and don't do anything. What do I need to do next? I am so frustrated. THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS This needs to be resolved. Nothing has been done. Please call me at XXXX Here is the original submission : My wife and I got divorced on XX/XX/XXXX. After the divorce, some newly discovered funds came through in the form of an escrow refund check from US Bank Mortgage. Per our decree, newly discovered funds are to be split XX/XX/XXXX. We have had money escrowed for the last 6 months to a year included with our mortgage payments from XX/XX/XXXX and prior. These funds were escrowed to eventually pay our XXXX XX/XX/XXXX property taxes and annual homeowner 's insurance policy. Since we got divorced on XX/XX/XXXX, we did not need to pay this bill and the money was refunded to both of us in the amount of {$4100.00}. The refund check went to my ex-wife 's address only, had my name listed first, then my ex-wife 's name was listed second. There was no " or '' or comma in between our names, and she cashed it by only endorsing her name. I have been informed that this should have been rejected since both of our names are on the check. The US Bank teller failed in this instance by cashing it, and my ex-wife committed fraud in cashing it. She will not return the funds and I have asked several times. I have a copy of the check, the account number of the check, the mortgage account number, and the statement that was mailed to me to which was the only way I would have discovered that this fraudulent activity took place. I have been researching and talking to the US Bank Fraud Liaison Department which handles their banking fraud, and the US Bank Mortgage division who handles mortgage fraud. Everyone has agreed this is 100 % fraud. After getting transferred back and forth between the banking Fraud Liaison Department and the US Bank Mortgage division for the last 2 months, being told a fraud case had been opened on the banking side to later find out it was cancelled since it needs to go to mortgage, I finally got to someone high enough and with the wherewithal to handle this. My most current contact is on the mortgage side and his name is XXXX XXXX who reports directly to the USBank Mortgage president. They have said for over a week that an affidavit is being mailed to me to which I must promptly return for them to start the investigation. This is the 3rd time since XXXX where I have been told an affidavit is coming. This time, I have been assured it truly is coming. They say they always start from the beginning, and they will start the investigation on the Mortgage side which is their policy, and then take it to where it needs to go from there. As I mentioned, for a while, I was getting the runaround with all contacts at USBank. Most likely this is because my ex-wife is an employee there, and she had to take this check to a teller she knows within her branch to get this fraudulently cashed. Being a nearly 30-year employee, she knows banking practices and the law, and she knows this was fraudulent which was the only way this would have gotten through. I have verified this as the case per the contacts I have spoken with at USBank fraud, USBank Mortgage, and others. I have setup a case with the XXXX, IA police department as well. It is case # XXXX. The police chief is XXXX XXXX and his email address is XXXX and their phone number is XXXX. He has emailed me a few times stating he believes this is more of a civil matter, but he will help me any way he can. He has contacted the XXXX XXXX Iowa attorney. I contacted the Iowa XXXX XXXX over the weekend, and they referred me to you, the XXXX, and they mentioned I may want to get in touch with the Iowa XXXX XXXX XXXX at the state level. They thought I may want to get in touch with the FDIC at the national level, but your rep, XXXX ( XXXX XXXX ), said you will handle contacting the FDIC if necessary. I have been taking notes of nearly every conversation with every person to which I have conversed since XXXX. I can provide any supporting documentation to which you may need including the endorsed check, the mortgage statement showing the refund, and all conversations. The US Bank Mortgage department only gives me their customer service number which is : XXXX and I have to get transferred several times until they get me to XXXX XXXX who reports to the US Bank Mortgage president. The US Bank Fraud Liaison department can be contacted at : XXXX. XXXX has been my main contact there and her employee ID is XXXX. The auditors are XXXX and XXXX. That's the best information she could give me on them. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After nine months of repeated emails, phone calls and letters of extreme concern to our mortgage lender, US Bank, but to no avail, we are left with no choice but to file a formal complaint against them. At this point in our case, we find their practices to be nothing short of corrupt, and a resolution to what we believe to be a gross misappropriation of our loan balance seems hopeless. Like many Americans, our home is our most valuable investment ( and now more than ever since COVID has nearly destroyed our business ). We simply can not afford to lose {$12000.00}, of which nobody at US Bank can explain to us why we owe it, and how it was calculated onto our loan balance as a second mortgage. In addition, we have found countless errors on payment applications, and nobody can ( or will ) help with those concerns either. After losing 100 % of our livelihood overnight, we were frightened beyond comprehension, and began seeking options that would give us time to pay our bills. We reached out to US Bank and accepted the COVID mortgage assistance deferment plan that was being offered to borrowers in good standing. The appeal letter below { sent on XX/XX/XXXX } summarizes what we would come to experience over the next 12 months. As the letter reads, we finally felt a ray of hope that someone would listen and help us understand this mess. Since that letter was sent ( we requested a read receipt, which noted they received it on XXXX XXXX ), we have received nothing even close to hope. In fact, almost two months after their initial receipt, we have received two responses, neither of which address our questions and concerns, or give us anything more than the same general contact info, ( that XXXX has continued to call, spending several more hours talking to people who know nothing. Our relationship manager XXXX, has remained unreachable a year later. I question if she even exists ). And now the latest loan statement we received on XX/XX/XXXX shows a mess of adjustments they made to our balance in error. So clearly, we are not getting closer to a resolve. Meanwhile, we have been trying to refinance our mortgage with XXXX XXXX. One, to take advantage of the low rates which would be a tremendous help to us financially, and two, to get out of this horrific relationship with US Bank. The re-fi process has been going on for 3 1/2 months because of this mess we are in with US Bank, and the second mortgage they have now attached to our mortgage. How can borrowers with a flawless 14- year payment history, end up with a second mortgage when we didnt even borrow or receive any additional funds? And how is obtaining a second mortgage considered help to get us through a pandemic? At this point it is very likely that we will not qualify for the re-fi because of our second mortgage that nobody can or will explain to us. We thank you in advance for your assistance in this matter that has been devastating to us under already impossible circumstances. US Bank XX/XX/XXXX XXXX XXXX XXXX XXXX, MN XXXX Attn : Consumer Advocacy To Whom it May Concern, As advised on XX/XX/XXXX, by a supervisor named XXXX at US Bank, we are sending this letter of request for explanation and clarification of our mortgage balance, and more specifically, a detailed accounting of exactly what has occurred over the past 10 months. In XX/XX/XXXX, when the country shut down, our livelihood shut down with it. Due to the nature of our business, ( producers of large community festivals ), it became quickly apparent that this particular industry was not going to recover anytime soon. We were frightened for our future, and immediately began ( like everyone else ) seeking advice and guidance for any type of assistance available. Programs via banks and mortgage holders were rapidly being announced, so we called our mortgage holder ( US Bank ) for guidance. This is when the nightmare of the pandemic we were already living became much worse. The US Bank rep told us that, due to the pandemic, there was help available to customers with mortgages in good standing, to defer 6 months of payments.. Under this program, there would be NO penalty and NO interest accrued as a result of this deferment. In 6 months, we would start paying our mortgage again, and the 6 months of unpaid principal would be carried until the end of the loan. As an extremely hard -working couple preparing for retirement and doing everything possible ( including added principal payments each month ) to eliminate debt for our aging future, this deferment was NOT something we wanted to do. In fact, the very thought of it made me feel physically ill. However, as we watched our livelihood crumble around us, we decided it was the least horrible option. Had we known then what we are being told now, we NEVER would have accepted this help, because we are now in a far worse position than we were before we received the help! I can not fathom how ending up with a mortgage balance almost {$12000.00} higher than it was when we began our 6 -month deferral could possibly be considered HELP! We were instructed to login into our account and complete the program online, which my husband did. We received a letter from US Bank dated XX/XX/XXXX which stated that we were valued customers and went on to say, Each day brings new laws and guidance, often impacting 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 The attached letter did not clarify any more details than we already had that our payments were suspended for 6 months. It also stated our relationship manager would be in contact with us throughout the forbearance period, we have never heard from XXXX XXXX during this entire process. We spent the months to follow focused on getting back on our feet and doing what we could to make an alternative living. By the end of XXXX, we had regained enough confidence to begin making our mortgage payments again, so we called US Bank in the beginning of XXXX. We were told by the rep we spoke to that we were NOT ALLOWED to make payments until the 6 -month deferral program ended. There was paperwork that needed to be signed that could only be sent by mail, etc, etc. We asked them to please send the paperwork asap. We called 3 different times after that looking for the paperwork, and when we finally received the paperwork in XXXX we saw that our loan balance had increased by almost {$12000.00}!!!. This was a horrific shock to us, since the program we had signed up for promised no interest and no penalty. So based on those terms there should have been a net zero difference in our principal balance. So, we called immediately. And we were told that once we began making regular payments again ( which we COULD NOT DO until the paperwork was signed and returned ), the system would correct itself ( which they warned us would take at least two months of statements ). We were assured our principal balance would be adjusted, so we trusted our bank, signed the paperwork, and waited. We also tried to pay our escrow funds back which we were told couldn't happen until the system updated! We did ask if we could receive an email of confirmation, but they said no, they are not allowed to send outgoing emails. They assured us that all of these notes were in our file, etc, etc. The same day we mailed the required paperwork, we called and made our first payment and as soon as the system allowed, we reset our auto payments and have since made a total of 4 post deferral payments. In XXXX we paid {$2200.00} back to our escrow account. ( As a side note : We also made additional {$500.00} principal payments and denoted the same on the remitters along with our checks for XXXX and XX/XX/XXXX, and as of yet one of the payments has not been applied to the principal balance. ( As you can ascertain, this whole process has been a complete MESS! ) Since XXXX we have called US Bank repeatedly, spending hours of stress and frustration, going through the same conversation over and over again with countless reps. We were told repeatedly that the system needed time to catch up, and our balance would be corrected. Our online account continues to show 3 different balances ; one $ XXXX, one $ XXXX, and one $ XXXX. When we call, they tell us the current principal balance is $ XXXX, but they are unable to give us an accounting detail to explain why. They just say -it is. How could our principal balance have increased to XXXX, when the deferment started our principal balance was {$230000.00}? Nobody has been able to answer this question. We asked each time to speak to a supervisor, to no avail. We asked to be assigned to one rep, so that we had one person who understood our case, to no avail. The relationship manager assigned, XXXX XXXX has never been able to be reached, the extension number given only rings, never goes to voicemail and most times the line gets disconnected. Finally, on Wednesday XX/XX/XXXX, we made it to a rep named XXXX who asked if we had a case manager!!! He gave us a direct phone number, a first and last name AND an extension, again XXXX XXXX! We were beyond ecstatic perhaps we would finally be able to reach her. He then transferred us, and surprise XXXX XXXX was not available, but we got a woman named XXXX. Again, we went through the entire scenario and XXXX said, I dont understand these numbers and I need to send this to our research department for further review. The first time in 5 painful months that we had heard any mention of the possibility of a department who could research our pleading case. She said they typically respond in 1-2 business days and she would call us THE MOMENT she heard something. Of course, we had heard this promise many times before. Again, we asked for confirmation of any kind, and she said there was no way to do this, but assured us that she noted everything in our file. We asked for her extension so that we could call her if we did not hear back from her. She did not want to give it to us, but finally she did. Of course, we did not hear from her, so we called on Friday ( XX/XX/XXXX ) afternoon and entered her extension. The phone rang and rang for over two minutes, with no voicemail, no redirect, no response. Who knows if she even gave us a real extension? This is our countrys banking system that we are supposed to trust?! So, we hung up and called again and again, until we got another rep who could not help us, but what a miracle, she actually had a Supervisor, and we were able to speak to her! XXXX! XXXX was our first, tiny ray of hope in this nightmare. She said she can not see any detail on how these balances have been calculated, but that we should write an appeal letter and gave us this address. So here we are. Distraught beyond words that this sort of mess can occur. The pandemic has been devastating enough, without being completely taken advantage of by our own bank! There are SO many ways this is wrong, and we will not let this rest until it is resolved and made right. On behalf of all fellow Americans, who work their tails off their whole lives, pay their bills and taxes on time, keep excellent credit, and NEVER EVER ask for a handout, we will fight this. Thank you in advance for your immediate attention on this very urgent matter, CC : Maine State Legislators NH State Legislators
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 045XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My name is XXXX XXXX. XX/XX/XXXX I made a deposit {$500.00} personal check thru atm machine at US Bank in XXXX XXXX Mo. Deposit made. The machine asked if I wanted a receipt. I said yes. Then the machine went offline and the machine kept my card and the check. My wife went on your app and locked the card and called the bank and spoke to XXXX on XX/XX/XXXX and was told to come by the bank that afternoon to pick up the card. XXXX was going to cancel the atm transaction and redeposit the check. I was unable to get to the bank that day so I went thru the drive thru on XX/XX/XXXX. I was told XXXX called in sick with my card locked in her desk. I asked the bank to call me the next day to make sure I could get my card. No one called so again I went thru the drive thru. Was told XXXX called in sick again. I asked for a temporary card. On the XXXX the funds were available. I went out of town on the XXXX and when I checked my account that evening, my account showed a {$500.00} withdrawal. I did not withdrawal {$500.00}. Monday the XXXX, my wife called the bank to speak to XXXX and was told she was on vacation. XXXX said someone withdrew the funds. XXXX told my wife that XXXX made a claim for lost deposit. I came home from work with a letter in the mail from US Bank so I called the 24 hour service. I explained my situation. The woman put me on hold to call the branch. The woman came back on the phone and said she tried to call the bank numerous times but someone kept hanging up on her. She said I will try calling again. She came back on the phone and said they don't know what happened and XXXX left at noon. She said call XXXX tomorrow and if no resolution, call us back. So today, XX/XX/XXXX, I called and XXXX said someone withdrew the {$500.00} from and atm machine. I told her that my card allows a {$300.00} limit at the atm. I asked if they take a picture of the person using the atm. She said yes. I asked to see that. Was told no. I asked why haven't you looked. My card is still locked up and the card is locked. No one is looking at the atm pictures. I still have no funds. This is very frustrating. What is my recourse?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 639XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This credit card was opened fraudulent and continues to report on my credit report in violation of the FCRA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92604
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a complaint against us bank because I requested the care-act protection numerous times, but I was denied, they are ignoring my request, I requested a retroactive deferment and still no reponse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I reviewed my credit report and came across 7 unauthorized inquires dated from XX/XX/2021. I would like these inquires removed at once, due to the negative impact it has on my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: My name is XXXX XXXX XXXX # XXXX XXXX XXXX. Husband of XXXX XXXX. On XX/XX/2020, my wife XXXX XXXX has rupture XXXX went into hospital she in hospital until now. She have her US Bank debit card in wallet, her childrens stole her debit card and transfer all XXXX money to there account. I did filed a report to XXXX Police Department, and I ask my wife does not giver permission to anybody to use it. USbank. Customer ID XXXX File with XXXX XXXX XXXX # XXXX Police report and case # XXXX. XXXX name : XXXX XXXX # XXXX XXXX Name : XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX. XXXX. XXXX XXXX ). XXXX XXXX XXXX XXXX the one help my wife to file unemployment insurance benefit and setup US bank card fro XXXX. XXXX daughter Inlaw all the access to her identity. I have US Bank card statement that the transfer to there account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Ive been only the phone with customer service multiple times Ive been hung up on twice my card has been locked for unknown reason I am XXXX I have XXXX XXXXssues I cant pay for my medication thats XXXX threatening because they are holding my money I submitted all my documentation 4 times calling to check I was told two days the lock will be removed nothing I am getting very XXXX each and everyday I dont have my medication I cant pay for because they are Refusing to remove the lock
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19007
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This complaint is being filed against US Bank Gift Card services. A gift card was purchased in XXXX for the amount of {$100.00}. The card is labeled and sold as " {$100.00} MasterCard Gift Card '' and a {$5.00} activation fee was processed at the time of purchase. The disclosures which came with the card do not describe the card as being anything other than a Gift Card. There's nothing within the disclosure distinguishing or defining the card as being bound to any other " gift card '' classification. Recently, XX/XX/XXXX I called to register the card in my name and was told that there was only a {$2.00} balance remaining on the card. I was informed that US Bank deducts administrative fees if cards are not utilized within 12 months, except where prohibited by state law. I informed the company that I reside in the State of Illinois where consumers are protected from such fee transactions. They escalated my complaint and refunded me {$24.00}. They informed me they were only able to refund up to 12 months of fees, as their systems only contained 12 months of data. They had not retained records beyond 12 months. They then went on to tell me that if I did not utilize the card soon, they would once again deduct fees. I have expressed my understanding of them not having better record retention policies in place, and I have expressed that refunding {$24.00} is acknowledgement of their original error, and that I expect the full amount of {$100.00} to be refunded. They continue to submit internal third party complaint forms, but have not provided me a refund. Again, at the time of purchase the card was sold as a " Gift Card '', and all disclosures ( which I still have ) define the card as a " Gift Card '' and not as a general use card or any other classification of a gift card. A {$24.00} refund is not acceptable on a card for which I paid {$100.00}. I've asked them to provide me information in writing as well as contact information so that I can continue to escalate and resolve this matter. They have refused to provide me with a copy of the complaint forms, notes on the nature of my repeated calls, and any information on how I may go about escalating this case beyond their call center. They refuse to provide me with anything in writing that substantiates the statements they make about their policy, and they refuse to provide me with contact information for the department within US Bank that handles such complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60502
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
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 XX/XX/2021, I instructed a freelance marketing specialist who I found online to produce for me a guide to enable me to use my XXXX profile to gather new students for my XXXX XXXX XXXX business. The premise of this job was that I wanted a clear, easy to understand guide that would teach me how to search for and identify potential students from XXXX members, and to also provide me with message templates to then send to the members on XXXX who I had identified as potential students. I explained clearly what I was looking for, and also that I had no experience in marketing and so would need everything clearly explained and any specific terms defined. I paid a total of {$140.00} for this service, to a company called XXXX XXXX. I first received a 10 page document that was supposed to be about how to find clients on XXXX. 6 of these pages were absolutely irrelevant material about how important XXXX is. The other 4 pages described a complex process with many unfamiliar terms designed to harvest emails and personal information from random people with the intention of spamming them by email in the hopes of getting them interested. I didnt understand anything that was described and asked for many point to be clarified. I was sent a few replies with more confusing instructions. I was then sent the message templates. These were not meant to be sent on XXXX but by email, although this was not what I had requested. I asked to set up a XXXX call so I could ask my many questions. A date was set up which I confirmed but at the last minute this was cancelled because the staff members wife was taken to hospital. In total frustration I then composed a 6 page document with all of my questions detailed clearly. I received a document back which was basically a list of videos to watch that would supposedly explain things. None of it made sense. None of my questions were answered in a clear manner. I paid {$140.00} for an expensive email spam campaign, not a XXXX targeted approach. After 5 wasted weeks of getting nothing practical from the merchant, I emailed to request a refund. She responded immediately with a furious message telling me that if I really wanted it to work I would have made more of an effort. I then opened a case with XXXX to request a refund. I uploaded all documents involved with the case, and the seller offered a {$50.00} refund which I rejected as I got nothing whatsoever in return for my money. XXXX made what I feel was a hasty decision in the merchants favor saying that I had received what was paid for. I most definitely did not. I then contacted my credit card company, US Bank Cash Plus Visa. I explained the story detailed here and said I wanted to raise a dispute. I was given a temporary credit of {$140.00}. I asked on this occasion, as well as on several other occasions during subsequent phone calls, if I could submit my evidence for the dispute by email or by upload link, as the total number of pages in all documents was approximately 35 and I didnt have the ability to print out that many pages and then mail them. I was told Im not sure, youll have to talk to the dispute department or else well have to ask about this. Eventually I received a letter in the mail requesting I submit evidence for my claim. There was no email address or upload link, only a fax number. I dont have any form of access to a fax and dont live anywhere near to a facility that sends faxes. Even if I had access to a fax machine, sending 35 pages by fax is completely impractical as its difficult to keep them organized. Email or upload link is far more practical and used frequently by other credit card companies. I was unable to print out this number of pages as my printer only prints out about 2 or 3 pages before it stops working and I then have to reset it and wait for it to become functional again. I also dont live near a post office so would have to take an XXXX to the nearest post office, and it would cost me around {$10.00} to mail the number of pages. Again totally impractical. I called US Bank to explain the impossibility of submitting my evidence in the forms available to me, and again asked if an email address or upload link could be supplied. I was told that this would be looked into and I would be contacted. I was told if an email address was an option that I would be contacted by email and I confirmed my email address. I received no letter or email after this but on XXXX XXXX I received an email saying that my case was nearing resolution. When I again called US Bank to enquire as to the status of my case I was informed that the assessor on my case had closed the case after a response from the merchant. I asked what evidence the merchant had supplied and apparently the merchant offered no evidence at all apart from a claim that they had provided the service requested. I on the other hand had not been given a reasonable opportunity to present my evidence and the case was closed without giving me a fair opportunity to respond. The staff member I spoke to about this most recently told me that due to the difficulties I faced in submitting my evidence, I would receive a phone call from the assessor dealing with the case within 48 hours. I gave the staff member specific times that I could be reached on Friday XXXX XXXX. No one contacted me. I am often away from my phone while I am working and cant leave my ringtone on because it will disturb my teaching schedule as I live in a small apartment. I therefore cant guarantee that if the assessor calls at a later time I will be available to take the call. I was also informed that in fact there is no option to submit evidence by email, which was completely different from how the question of providing email contact had been answered during my previous calls. It appears to me that the assessor on this case simply couldnt be bothered to carry out due diligence on my behalf and accepted the merchants assurance at face value. This is completely unfair and imbalanced. I therefore would like my {$140.00} to be refunded to my account immediately or an electronic means of submitting my evidence to be made available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95826
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A