Date Received: 2021-02-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Us bank sent letter dated XX/XX/21 stating they mailed cashiers check for {$150.00} for my timely submitted fraud because they closed account. I called us bank XX/XX/21 and XXXX could not find closed account or say information. I have not received my {$150.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: CFPB I am writing again do to Elain Financial Services none compliance with the Fair Credit Reporting Act and violation of the FCRA after I have provided them with as requested supporting documentation multiple times for a error with my XXXX payment. Elain Financial Services has fail to remove inaccurate information on my account for the XXXX due to and error in the system not caused by me. I am not sure how this error happened or occurred. Its not right or fair that I continue to be penalized for this error that has occurred on my account. I have provided as requested by Elain Financial Services proof of my Citizens Bank Checking account statements clearly showing payments made and received on time to Elain Financial Services for XXXX, 2020. Elain Financial Services stated in their response to me that my payment was returned from Citizens Bank CFPB I have provided supporting Citizens Bank statements clearly showing payment made and received on time to Elain Financial Services for XXXX. CFPB please note that my Citizens Bank statements clearly dont show any returned payments to Elain Financial Services for XXXX. For this dispute I have provided additional to Elain Financial Services from the same Citizens Bank account for XXXX, 2020 to show that their was not returned payment to Elain Financial Services for XXXX. CFPB please also note the balance for XXXX in my Citizens Bank checking account for XXXX, 2020 which I have highlighted and circle {$12000.00} and a balance of {$14000.00} for the month of XXXX. As you can see there was more than sufficient funds in my Citizens Bank to cover my payments to ensure no payments returned to Elain Financial Services for XXXX. Again this was and error in the system and should be corrected immediately. CFPB this not right or fair that I continue to be penalize for and error that I dont cause, its also not right that Elain Financial Services continue to not correct this error. I have been a happy customer with Elain Financial Services for over seven years and have never missed a payment with this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Its now XXXX and my XXXX is still locked! Now Im getting told to call back in the afternoon ( which is almost impossible! ) Its been locked since XXXX. Im not sure what else to do at this point! This is a pandemic and I cant even access MY MONEY! Theres no physical branch in Pennsylvania or Id go there in person. I wish our government offered other payment options! 3-5 business days is turning into 3-5 months
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15401
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a mortgage with PMI. We were paying on principle to build credit and get rid of the PMI. It was supposed to come off fall of 'XXXX and it did not. We kept paying for it another approx. 17 months even though we didn't need to before they removed it. I tried to call the bank multiple times and would be connected to various extension before eventually being hung up on. I recently explained this to a mortgage officer are we are in the process of refinancing our home and he directed me to your www site. Thanks you for listening!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: In XX/XX/2020, I decided to sell my lease and/or purchase it. I tried to sell it to XXXX, an online auto purchasing company, but US Bank would not let me sell it to a third party. Did not investigate in detail as to why. I decided to purchase the lease outright. On XX/XX/XXXX, I called US Bank lease department and requested a payoff letter which I have attached. I got busy and the payoff letter expired so I requested another one on XX/XX/XXXX, which is also attached. The payoff was good thru XX/XX/XXXX. During those days, I was able to gather {$45000.00}, the total amount due, to buy a cashier 's check and mail it. Per the payoff letter, I could just sent the total amount due to USB Dealer Services with a cashiers check, complete the Odometer Disclosure Statement, and the Customer Purchase Titling Instructions. I went to XXXX and mailed everything out including a return label for US Bank to send my title overnight. Received confirmation XX/XX/XXXX of the delivery. Called around the end of XXXX to confirm receipt. They were not able to confirm. I told them I was worried about my credit since the lease payment was due XX/XX/XXXX and they still hadn't processed the check. The rep said there was a 10 grace period and that I should be ok. End of conversation. I was not ok with that response. XX/XX/XXXX, I received a voicemail from US Bank to return their call. Picture of the voicemail attached. The US Bank employee tells me my purchase was being delayed due to not having provided a California Affidavit with my package. There was no indication on the payoff letter that I needed to provide one, I said. " What does it have to say? '' I asked. It seemed he didnt know the answer and needed to put me on hold several times. He eventually told me it needed to say " that the car was being purchased for personal use. '' I asked " why do you need to know what I will be doing with a car I am purchasing? '' I also pointed out again that nowhere in BOTH payoff letters does it state I needed this. He also couldn't send me anything in writing that it was a requirement. I asked for a manager. A manager called my husband, not me per my instructions, later that same night. She insisted we needed to provide a CA Affidavit but could not provide us with anything in writing that it was a requirement. She also said the payoff was wrong because it didn't include CA sales tax and that the person who had sent it 'made a mistake. ' I told her BOTH payoffs from two different people were the same and neither customer service rep said or mentioned anything about a CA Sales Tax. The manager threatened to delay our purchase until a CA Affidavit was received. Already frustrated with the conversation, we told her were going to file a complaint with the CFPB. How can paying off a lease be more difficult than paying off a home??? With the mention of a complaint to CFPB, the manager said she would process the paperwork and send title to our Georgia residence. And that title would be sent by XX/XX/XXXX or no later than Monday XX/XX/XXXX. All of a sudden it gets resolved we thought??? XX/XX/XXXX, I had not received anything. I called ( phone call attached ). The lady I spoke to sounded frustrated after trying to transfer me to the US Bank leasing department. She said " they won't take your call and won't give me any information as to why. '' She apologized and told me to follow back in a couple days. I told her my account shows no payment was made and I was worried I would get a late on my credit report. She said not to worry about it because they have the payoff and a late shouldn't be marked. XX/XX/XXXX ( today ), I noticed the lease account is no long on my phone app. I can not see any information and have not heard from anyone. Also, the return label has not been used which indicates nothing has been processed. I called US Bank @ XXXX. Per the rep, the lease is shown as paid off and title was going to be mailed overnight on Monday, XX/XX/XXXX. I would receive it XX/XX/XXXX. I asked what is the delay? I was told title would be shipped earlier in the month. She read notes and said it was due to an address change. I responded, an address change delayed the whole process 3 weeks?? She said apparently and nothing else. I asked her again " so i should have title XX/XX/XXXX, correct? '' " Yes '' she said. Conversation ended. I then receive a screen shot from my husband that US Bank has left a voicemail to call them back. Voicemail is dated XXXX @ XXXX I don't understand what is happening. I just want to purchase the car but this is ridiculous. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: GOOD MORNING, I AM IN THE PROCESS OF APPLYING FOR A SECOND MORTGAGE LOAN. ON XX/XX/2016, MY FIRST HOUSE WAS TOTALLY LOST FROM A FIRE. I PAID THE BALANCE OF MY MORTGAGE OFF FROM THE INSURANCE MONEY. I NEED THE CLOSING DISCLOSURE DOCUMENT FROM MY HOME, BUT US BANK HOME MORTGAGE STATED, DUE TO MY PERSONAL INFORMATION IS IN ARCHIVE, THEY ARE UNABLE TO HELP ME, THEY STATED THEY WOULD NEED THE MORTGAGE ACCOUNT NUMBER. WELL, EVERYTHING I OWNED, BURNED IN THE FIRE, INCLUDING MY MORTGAGE PAPERS. I FEEL US BANK SHOULD BE ABLE TO GET ME WHAT I DESERVE. IF I STOPPED MAKING MORTGAGE PAYMENTS, THEY WOULD HAVE THE ACCOUNT NUMBER TO SUE ME. I PAID THE HOME OFF, SO THEY SHOULD HAVE THAT INFORMATION REDIATLY AT HAND TOO.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63118
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I tried to go over my statement from XX/XX/XXXX to XX/XX/XXXX at XXXX US Bank I have my reciepts the bank manager just ignored me at that time supposedly I was at negative {$820.00} and now Im on negative {$2500.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 977XX
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Back in XX/XX/XXXX I sent a letter regarding fraud charges to my US Bank Reliacard. I never received follow up on investigation results on my account the money was never placed back in to my account. On XX/XX/XXXX I faxed another letter to obtain an update again as of today XX/XX/XXXX still no response by phone or mail. I called and was informed something was mailed on XX/XX/XXXX advised them I still had not received anything. They have poor customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX XXXX at XXXX XXXX someone setup up online access to my acct. minutes later my pin # was changed then at XXXX XXXX {$2000.00} was withdrawn from my account by XXXX and deposited into a personal checking acct, Non of this was done by me, in fact i had eft this card in my desk drawer and was gone from my home from XXXX, XXXX until XXXX when i tried using card and was unable to first because of changed pin and then because of balance. I contacted US Bank and informed them and started dispute claim. I was told i would be sent forms and i filled them out and sent them immediately back and was told it could take up to 4 weeks. I waited 5 weeks and heard nothing so i called and was informed my claim had been closed because they found nothing suspicious. I was very upset and was told i needed to file a police report before it could be reopened, On XXXX XXXX i filed a police report and then was told i needed to wait for it to be completed and make an apt with sheriffs office, pay {$25.00} and request a copy and it could take up to 4 weeks to receive.On XXXX, XX/XX/XXXX and again on XXXX! XXXX this report was faxed to USBank , I have no way of knowing if they have received because the only thing they will tell me is if they havent and on the first 2 dates they said they didn't? I have done everything they have asked me to do, have spent hours on hold, have requested the documents that they made there first decision on and have never recieved..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am writing in response to a CFPB complaint that I filed XX/XX/2021 Case Number XXXX. I received a letter from US Bank dated XX/XX/2021. ( Letter attached ). The response letter was from an employee by the name of XXXX, and while I can appreciate XXXX thorough investigation of the credit cards ( CCs ) ending in XXXX and most importantly XXXX unfortunately 2/3rds of the letter seems to be an attempt to discredit me and my original complaint. My original request is for US Bank to waive the full balance owed on CC XXXX and close it. In addition, remove all derogatory reporting to my credit bureau. I would also like to confirm CC ending in XXXX is closed with a {$0.00} balance with no opportunity for reversal of payments, advances, or further purchases. In the 4th paragraph of the letter of response XXXX stated that my ( ex ) husband requested the CCs be opened again. As with my original complaint, my question is, how can US Bank give funds to a customer from a closed account? There was no availability ( account frozen to further access ) and I did not authorize the CC to be reopened, that should have taken the signatures of both owners of the card which I did not authorize. XXXX also did not mention any of the conversations I had with various US Bank employees. She essentially failed to investigate the most important aspect of my complaint ; why didnt any of the response letter touch on the multiple conversations I had with the US Bank employees. I honestly feel it is because that would have been the proof of US Banks negligence in researching the account prior to giving XXXX the funds I paid. As stated, I had conversations with US Bank Customer Service XXXX and the Collections Department that XXXX was going to file bankruptcy. On XXXX XXXX, 2021, I made sure the rep commented on the file the funds were paid with my account ending in XXXX. I understand the matter of my ( now ) ex-husband opening CCs in my name is a civil matter, however I feel at this time that my character has been called out in a negative way and I do not appreciate XXXX called out what she felt were discrepancies, or holes with my story. Please see my responses to XXXX investigation : The cell phone number ( XXXX ) does belong to me now ; however, this cell number was originally my ex-husbands number, and later became mine when he received a new number ( XXXX ). The bills were sent to XXXX XXXX XXXX XXXX, MN XXXX which is my home. However, XXXX paid all bills as he was/is self-employed, and his money came in at various times throughout the months. The method of payments that were made were through XXXX checking account ending in XXXX, was a joint checking account that belonged to both XXXX and me. Ironically, XXXX mentions in the 3rd paragraph the funds paid were verified to an account that belonging to me. In the 5th paragraph she contradicted herself by stating Please understand that we are unable to confirm the name of the individual who owns an account that a payment is made from please advise which is it? I told the same story so many times to every representative I talked to because I wanted it very well known that I was making the payment because XXXX was going to file bankruptcy. It was also evident that he was no longer making payments because when the account fell delinquent was when I stepped in and started paying them. In closing, I would like to thank you for taking the time to review this complaint again and see that the issue has not been resolved. As far as I am concerned US Bank has violated XXXX, as I could not have been more transparent to the employees at US Bank about my situation. I am recently divorced, my ex-husband and I must sell my home that I have lived in for the past 18 years, and this error made by US Bank has dropped my credit score dramatically where I will no longer be able to purchase a home at a decent rate this summer. Thank you in advance for your consideration of this matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A