Date Received: 2021-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank failed to pay the appropriate amount of Washington DC property tax from our escrow causing us to incur late penalties and interest. We feel that US Bank is responsible for these extra charges. XX/XX/XXXX - first informed US Bank by phone about the incorrect property tax payment, and balance due. We explained in detail how to find the current tax bill and advised them about timely payment to avoid further charges. They still failed to make complete payment of the taxes before incurring more late fees in XXXX. We were promised a response in 10 business days. This response was 5 business days late. XX/XX/XXXX - second call made to US Bank to get them to complete the payment of XXXX taxes. They did not even attempt to make a payment until XX/XX/XXXX. At this point, even more fees had accrued. We were promised a response in 10 business days, and received none. XX/XX/XXXX - we paid the remaining taxes ourselves, to avoid further penalties and interest. XX/XX/XXXX - an email with details of underpayment of taxes and penalties incurred sent to US Bank representative, XXXX XXXX. No response to multiple emails. XX/XX/XXXX - phone call to US Bank Tax dept rep XXXX XXXX XXXX Texas Tax Center. She informed us that US Bank makes no attempt to acquire reissued tax bills, updated bills, or even attempt to pay those bills on time. US Bank looks at the tax bill up several months ahead of time and makes no attempt to ensure they are paying the correct amount on the actual tax due date. We were again promised a follow-up from US Bank after this call with XXXX XXXX, and have yet to hear from them, as of XX/XX/XXXX. We would like US Bank to cover the late payment penalties and interest we accrued due to their inability to pay the correct tax amount from our escrow account. The total amount owed from US Bank back to our escrow account is {$640.00}. A calculation of this amount is in the attachment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: XX/XX/XXXX, XXXX Purchased a preowned XXXX XXXX from XXXX XXXX XXXX ( South Carolina ). The bank Financing the deal was going to be US Bank. I closed that day and signed one contract for the loan. XX/XX/XXXX, XXXX I received the loan documents in the mail in two separate envelopes. They had opened two loans for one vehicle in my name. XX/XX/XXXX, XXXX I called US Bank and XXXX XXXX XXXX making them aware of the issue. The bank informed me it would be fixed withing 5 business days and not to be worried it should be an easy fix. I told XXXX XXXX XXXX what I was told by the Bank and he thanked me for calling and said they would see what happened and use it as a training tool. XX/XX/XXXX, XXXX The loan had not been fixed and I called the bank back again. I was told there was no note of my initial call on file and that he would have to open a direct complaint and he assigned me to a case manager. Told me whenever I called ask to speak with her and she would be my go to person. And again that the problem would be fixed withing 3 days. The bank had also informed me it was the dealers fault and my contract had been submitted twice and that the dealer would need to call and have it corrected. Being that I only signed one contract I find that odd. I also called the dealership and they told me they would call me back and let me know what was going on. XX/XX/XXXX, XXXX Called the dealership back again and the guy I spoke to seemed like it was the first time he had heard of the issue and acted with a little more urgency than the previous two. He had the Director of Finance call me and the director of finance call me, he told me there was a glitch in the system and that he would have it resolved within 3 days. He informed me he was in contact with his representative from the bank and it should get resolved quick. XX/XX/XXXX, XXXX I called the finance director at the dealership again because I had heard nothing from them. He informed me he was busy and had XXXX 's of customers to take care of but he promised me he was working all day to get the issue resolved. Told me he was waiting for the Representative from US Bank to call him back with a resolution. But he would have me an answer by the end of the day on XX/XX/XXXX. XX/XX/XXXX, XXXX Never heard back from the Financed Director from the dealership from the XX/XX/XXXX phone call. Called US Bank again and they told me that the dealership had Submitted the paperwork twice and the dealership would have to call and get it resolved. Called the dealership again and they had informed me the bank had made a glitch and that they needed to inform the dealership on how to fix it. Called the bank back trying to speak with my case manager they had assigned me to and was told they don't have that department and that the dealership need to call them. Tried to call the Finance Director from the dealership to ask him what was going on and they told me that he was in meetings all day and would not be able to speak with until the end of the day. Called the bank back to try and get it resolved again telling them I had a fraudulent loan in my name and it needed to be canceled and the person said he would connect me with dealer support to get it fixed. I couldn't speak to anyone in dealer support because I didn't have a dealer number. XX/XX/XXXX, XXXX First payment is due and I still have the two loans on my name. I called the Finance Director again asking if he knew which account would be the active one. And again he didn't know he was waiting for the representative to call him back and let him know which loan would be deleted. He again told me he would have it fixed in 3 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29108
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for and received a payment deferral at the beginning of COVID. After 2 months I contacted them and told them I was ready to resume making payments. They told me They would send me a payment deferral agreement in the next couple of weeks that I needed to sign. They told me I could go ahead and start making payments. I have been making my payments for the last 6 months and still have not received the payment deferral agreement. I call US Bank regularly to see what is happening and I get a different answer every time. I am trying to refinance my home and I am not able to do it because it shows my account in Suspense and does not show any of the {$17000.00} in payments I have made. The refinance will save me about {$800.00} a month. So far not being able to do it has cost me around {$4800.00}. I have not even been able to confirm the payment deferral agreement is being worked on. Can you help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX I received a letter from US Bank stating " Thank you for contacting Cardholder Services about recent changes of address. This letter confirms that your address change request has been processed ... ... '' " If you did not make this request on your account, please contact Cardholder Services by calling the number on the back of your card to speak with a live customer service representative. '' On XX/XX/XXXX, I called US Bank and they would not tell me what had been changed. I then called XXXX ( XXXX XXXX XXXX ) and they told me my street address was changed from " XXXX '' to the post abbreviation " Ter ''. US bank told me that they would call me back to provide the information once it was investigated but they did not call me back. On XX/XX/XXXX I logged into the US Bank website to transfer my unemployment from the prepaid card to my bank account at XXXX XXXX XXXX but found that my account at US Bank had been locked and they would not tell my why. They told me I would have to call XXXX. I called XXXX on XX/XX/XXXX but they had no knowledge that the account had been locked. I am attaching a copy of the letter I received from US Bank. XXXX already confirmed my identity when I filed for unemployment on XX/XX/XXXX. There is no valid reason for US Bank to lock the account. XXXX asked that we call them back tomorrow to talk with a specialist in regard to this matter. Their so busy that it is hard to get through to them and talk with a specialist. They were not notified by US Bank that the account had been locked and neither was I.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76010
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: i have a Pennsylvania unemploymen card with Relicard. The card never left my possesion but was being used by someone in XXXX with carges totaling {$4400.00} Disputed the charges as soon as they came to my attention. Sent all documantaion that Reliacard asked in a timely manner. recieved letter stating " Based on our investigation we have concluded no error occurred therefore no funds will be credited to your account and this matter is considered closed. '' called to ask how this was determaned and was told the matter is closed and if i didnt have any new info they where not going to look anymore into it. It was 27 charges total starting on XXXX totaling {$4400.00} all online the charges go against my spending history and no deliverys from any of the companies where delivered to me .No one from Reliacard has reached out to me to discuss these charges. '
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08088
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I recieved a reliacard from US Bank and I did not apply for unemployment benefits and I dont know why and dont need I'm retired.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I called US Bank on XX/XX/21 to redeem or cash out a fully matured XXXX CD valued at {$160000.00}. This process was not smooth and I was dropped or put on hold several times throughout the request, which was done via telephone. In the end, as the recorded conversation with prove ( my daughter was also present on the line ), I requested that the check be sent to my home address. Having not received it by XX/XX/21, I called US Bank to ask for an update. Again, I was put on hold for an hour and repeatedly disconnected when asked to speak to a supervisor. I was told there was an error processing the check, but never provided assurance that I would be receiving my money. It is impossible to speak with anyone competent at US Bank and I fear that I am being taken advantage of due to my advanced age. Requests for a callback from a supervisor have not been answered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I honestly have never heard of this bank. I don't know what this collection is. I tried calling this company but they did not have any information for me. That I owe a debt and used cuss words.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79925
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX my Mortgage Lender XXXX a XXXX XXXX XXXX, XXXX, Credit Report on my application for a Home Mortgage ( Att. p. 1-2 ). On XX/XX/XXXX I wrote a letter to XXXX Disputing 10 accounts they were reporting. On : XXXX XXXX XXXX sent me the results of the dispute you recently filed with XXXX. Where the Information contained in this new report demonstrated a completely different set Account History. Where the US Bank, account # XXXX, the Late dates were completely different from the XXXX trport. Where US Bank reported to XXXX ; Late Dates : XXXX, XXXX, XXXX, XXXX, XXXX. Then reported to XXXX XX/XX/XXXX XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX XXXX. ( EF 1=30 days late ). In response I then wrote a Direct Dispute to US Bank dated XX/XX/XXXX and sent it by US Mail, Certified Mail, Receipt # XXXX. Where I cited : National Consumer Law Center ; Fair Credit Reporting, 6th Edition : 4.2 ; What is Accuracy? " A report can be inaccurate, even if the report is technically true in some narrow sense, but the report is overly general, incomplete, out of date or misleading ''. ( See Henson v. CSC Credit Services, Diprinzio v. MBNA, et all ). 4.2.1 : The concept of " accuracy '' is an objective one. ( See Cushman v TransUnion Corp., 115 F3d 220, 225, 3rd Cir. 1995 ) A consumer report either is or is not accurate. If it is accurate when prepared a certain way, it will always be accurate when prepared that same way. On XX/XX/XXXX, US Bank wrote back to say ; We reviewed the information and determined that the information submitted to the consumer reporting agencies is accurate. Claiming that both of these completely different and incomparable sets of information are both correct, at the same time? Title 12 - Banks and Banking 1. CHAPTER X - BUREAU OF CONSUMER FINANCIAL PROTECTION 2. PART 1022 - FAIR CREDIT REPORTING ( REGULATION V ) 3. Subpart E - Duties of Furnishers of Information 4. 1022.43 Direct disputes. ( 3 ) Theconsumer 's performance or other conduct concerning an account or other relationship with thefurnisher, such asdirect disputesrelating to the current payment status, high balance, date a payment was made, the amount of a payment made, or the date an account was opened or closed ; 12 CFR 1022.43 Direct disputes. ( a ) General rule. Except as otherwise provided in this section, a furnisher must conduct a reasonable investigation of a direct dispute if it relates to : ( 3 ) The consumers performance or other conduct concerning an account or other relationship with the furnisher, such as direct disputes relating to the current payment status, high balance, date a payment was made, the amount of a payment made, or the date an account was opened or closed ; or ( 4 ) United States XXXX XXXX XXXX, XXXX XXXX. XXXX v. XXXX, XXXX XXXX XXXX XXXX XXXX Cir. XXXX ). The key term at issue here, investigation, is defined as [ a ] detailed inquiry or systematic examination. Thus, the plain meaning of investigation clearly requires some degree of careful inquiry by creditors .... It would make little sense to conclude that, in creating a system intended to give consumers a means to dispute-and, ultimately, correct-inaccurate information on their credit reports, Congress used the term investigation to include superficial, unreasonable inquiries by creditors. We therefore hold that [ the FCRA ] requires creditors, after receiving notice of a consumer dispute from a credit reporting agency, to conduct a reasonable investigation of their records to determine whether the disputed information can be verified. XXXX : XXXX Case XXXX Document 1 Filed XX/XX/XXXX Page 1 of 9 PageID 1 UNITED STATES XXXX XXXX XXXX XXXX XXXX TEXAS XXXX XXXX UNITED STATES OF AMERICA , Plaintiff , XXXX XXXX XXXX XXXX XXXX, a limited liability company, Defendant Case No. XXXX. | Case XXXX Document 1 Filed XX/XX/XXXX Page 5 of 9 PageID 5 COUNT II No Reasonable Investigation of or Response to Direct Disputes | Case XXXX Document 1 Filed XX/XX/XXXX Page 6 of 9 PageID XXXX XXXX. Through the acts and practices described in paragraph 19, XXXX, after receiving direct disputes from consumers, as that term is defined in the Furnisher Rule at 16 C.F.R. 660.2 ( b ), recodified at 12 C.F.R. 1022.41 ( b ), has failed to : a ) conduct reasonable investigations of direct disputes ; b ) review all relevant information provided by the consumer with respect to disputes ; c ) complete its investigation of the dispute and report the results of the investigation to the consumer before the expiration of the period prescribed by Section 611 ( a ) ( 1 ) of the FCRA, 15 U.S.C. 1681i ( a ) ( 1 ) ; d ) where appropriate, provide notice of a determination that a dispute is frivolous or irrelevant within the time period specified by Section 623 ( a ) ( 8 ) ( F ) ( ii ), 15 U.S.C. 1681s-2 ( a ) ( 8 ) ( F ) ( ii ), 16 C.F.R. 660.4 ( f ) ( 2 ), recodified at 12 C.F.R. 1022.43 ( f ) ( 2 ) ; and e ) in instances where it has determined that a dispute is frivolous or irrelevant, include the reasons for its determination that a dispute is frivolous or irrelevant and identify any information required to investigate the disputed information. XXXX thereby has violated Section 623 ( a ) ( 8 ) of the FCRA, 15 U.S.C. 1681s-2 ( a ) ( 8 ), and the Furnisher Rules direct dispute provisions, 16 C.F.R. 660.4 and 12 C.F.R. 1022.43.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99354
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: An Ohio Department Job & Family Services data breach a card issued wrongly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43614
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A