Date Received: 2021-02-11
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: We are a 100 % XXXX owned XXXX XXXX. We had to wait until other XXXX businesses got a loan due to us having a account with us bank. When it was time to apply we were told we would receive a response within 3 days and did not. When we did we got another response that said 10 days. It has now been 14 days and we still have not received a reply from us bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64030
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: My partial identity was apparently used to open two different accounts with US bank on XX/XX/XXXX and on XX/XX/XXXX according to XXXX records, both accounts were fraudulently opened using an address and phone number not associated with me and apparently they submitted payments using a bank account not associated with me as investigator XXXX from the fraud department of us bank was able to verify by calling the bank with me online and hearing from the XXXX XXXX agent that this account was not associated with me. I learned of the existence of these fraudulent accouts through XXXX after reviewing the annual free copy of XXXX and not because US Bank has communicated with me at the time these accounts were opened or any other time, neither by letter, nor by account statements., phone calls or emails, not even when I opened my first dispute through XXXX in XX/XX/XXXX when I reported the two fraudulent accounts and on XX/XX/XXXX they denied my dispute without having 100 % accurate information of my identity and so on I was also denied on XX/XX/XXXX ensuring that the information had been verified as AUTHENTIC, which is not real as I can prove through my DL, phone number, email address etc. After several months trying to resolve this negative situation through XXXX and XXXX without any favorable or valid results, I decided to contact US Bank directly and finally this morning the agent XXXX from the fraud department called me with a defiant attitude and without any professional ethics. nor any valid proof, He try to make myself responsible for a debt that does not correspond to me and accuse myself of being a liar and forcing myself to call XXXX XXXX to verify with the bank that the account that US Bank had as a reference of payments made to those fraudulent accounts indeed did not belong to me, yet So he refused to remove those fraudulent accounts from my record claiming that he still has evidence against me even though the address, phone number, email and bank account from XXXX XXXX are not associated with me Upon hearing this, I asked him to speak to his supervisor to try to find a coherent answer, and he denied that option, telling me that the supervisor would call me in 48 hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a debit XXXX card from usbank on XXXX XXXX. I do not have an account with them or have recently opened one. I was informed from my employer that someone filed Unemployment in my name and I have gotten all of the forms in the mail from them ... PIN number, password, amount of weekly amount. I have filed with unemployment about the fraudulent claim but Im still worried there are other issues going on with my information. The address on all of my letters had the wrong house number too ... XXXX instead of XXXX. Thank you ... XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44641
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX sold my mortgage loan to US Bank. During the second week of XX/XX/XXXX I called US Bank to inform them about a XXXX city tax bill. I was told the tax would be paid. Indeed on the US Bank website it indicated a tax disbursement paid for the amount due to the city on XX/XX/XXXX. I felt assured US Bank paid my tax. Today a third party agency for XXXX called to explain my tax was NOT paid. They informed me to go to the XXXX XXXX website to verify the tax was not paid. They explained that if the tax was not paid by XX/XX/XXXX, the house could be auctioned off. I called US Bank and spoke to a wonderful person named XXXX in the tax department. She explained, though the US Bank website showed my tax was paid, my tax was NOT paid. She assured me it may take 7 business days to pay the new amount including late fees. I asked her what happened to the money that was taken out of my escrow on XX/XX/XXXX. She could not answer that, instead saying they need to research it. I ask your agency to investigate the odd business practices of US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70123
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: As a XXXX XXXX XXXX for 36 years, I am writing to report what I feel are unfair and deceptive acts or practices made by both U.S. Bank. I recently received notification from the banks referenced above that my credit line has been lowered due the reasons listed below : Proportion of balances to credit limits is too high on bank revolving or other revolving accounts Lack of recent installment loan information Amount owed on revolving accounts is too high Time since most recent account opening is too short This deceptive practice is balance chasing which means that instead of freeing up credit, the customer has less available credit due to the lower credit limit. The banks are beginning to engage in this practice to limit their risk by reducing the amount of a particular borrowers available credit. Balance chasing is more likely to occur if the cardholder makes larger payments or may appear to be a high-risk borrower who makes late payments or defaults on other credit cards or loans. An unintended consequence of balance chasing is that even though debt repayment is responsible consumer behavior, it can make it difficult improve a credit score, such a FICO score. Another issue with this is that my credit utilization has increased since the banks reduced my credit line. It has also impacted my credit score making it much more difficult to be approved for credit so that I may consolidate my debt as I have done in the past. It is just a matter of time before I see a rate hike due to this unfair practice. My credit history has been solid, so it is not clear to me as to why there is a lack of recent installment loan information seeing that I had two automobile loans from XXXX XXXX XXXX XXXX and XXXX XXXX and was paid in full on XX/XX/XXXX and XX/XX/XXXX, respectively. Please note that as of XX/XX/XXXX my credit score was XXXX and is currently reporting at XXXX as of XX/XX/XXXX. I have always made my payments in a timely manner and my credit has remained in good standing for many years despite what is stated above. The average age of my accounts is 7 years and 5 months with the oldest account 17 years and 6 months. My newest account was opened recently at a furniture store back on XX/XX/XXXX. I also had two personal loans I took out with XXXX XXXX that were paid in full as of XX/XX/XXXX and XXXX XXXX, XXXX. I understand that the economic conditions have worsened due to the COVID-19 pandemic and that may be a reason for banks showing their reluctance to lend. However, consumers that reflect a solid credit history with favorable credit scores should not be penalized. This appears to be another tactic to raise their interest rates and bottom line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I applied to open a new checking account with U.S. Bank. After sending over personal documents to an agent with U.S. Bank, I was able to open the account and make an initial deposit online by XX/XX/XXXX. A part of this process of trying their financial product was using promo code XXXX, which is an incentive of {$300.00} as a welcome bonus after receiving direct deposits from my employer. Unfortunately, after meeting the terms of the bonus offer and waiting the appropriate amount of time needed for processing ( 60 days ), I have not yet received my welcome bonus. I have called the financial institution ( on XX/XX/XXXX ) and they were unable to find anything to resolve this issue ( although I will be calling back next week ). I hope that U.S. Bank can be held accountable for this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91789
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My sister XXXX XXXX XXXX passed on XX/XX/XXXX. I contacted US Bank the first of XX/XX/XXXX to report the death of my sister who has a mortgage with US Bank and I was named Executor of her estate in her will. Her husband 's ( XXXX XXXX XXXX ) death was 15 months prior to hers. The bank stated they could not talk to me until they received 4 documents ( sister 's death certificate, copy of the property deed, my birth certificate and Court Executor appointment letter ). The Court letter was delayed due to COVID and not received until XX/XX/XXXX. I provide them 3 of the documents but not my birth certificate as my relationship was established and indicated on the provided death certificate. I tried numerous times to get US Bank to discuss general options to resolve this estate that has no assets. In calling the US Bank XXXX number numerous times the person that I would be finally connect to after going through numerous automated options would not know how to assist and would place me on hold and after 10 minutes would dump me back to the automated call system to start the process again. I even tried talking to a supervisor and the local branch and got no where. The bank provide me numerous excuses like short staffed because of COVID, XXXX of the month is a busy time for them and so on. On XX/XX/XXXX I finally get a call from US Bank Life Event Specialist that indicated she would help me through the process. I found this very frustrating that no one at US Bank knew this Life Event Specialist existed in my previous 3 months of attempts to talk to someone. The estate has to pay the utilities to protect this property until the bank either allows me to sell this property or repossess the property. I did secure a cash buyer ( US Bank was made aware of the cash buyer in XX/XX/XXXX ) for pay off ( I believe the payoff to be {$62000.00} before interest and late fees ) of the mortgage but US Bank will not provide the payoff. On XX/XX/XXXX a Mortgage Specialist called me and indicated US Bank had everything they needed and someone would contact me the week of XX/XX/XXXX. Never received a call. On XX/XX/XXXX I contacted US Bank again and my call was conveniently dropped twice on the third call the person stated there was nothing they could do and there was no one available to assist as the XXXX of the month is a busy time for them. I then reached out to the US Bank Life Event Specialist and she stated she would talk to a Mortgage Specialist and they would call within 4 days, no one called. On XX/XX/XXXX I called again and this time was informed US Bank needed the death certificate for XXXX XXXX XXXX ( my sister 's deceased husband ) which was never mentioned previously. Every time I do get through to a live person the process starts all over again and the requirements they need changes. The cash buyer has even emailed US Bank CEO who stated there was nothing he could do to help. I provided a 2 page letter with all of the dates and times to US Bank still no call. I can not believe this is the first mortgage holder death that has occurred on one of their mortgages
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62959
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have been having an ongoing issue with the handling of my accounts that I have with US Bank. On XX/XX/XXXX I was informed by Fraud Liaison Department that my accounts were being reviewed by Internal Investigations and suggested that I go to the branch located at XXXX XXXX XXXX XXXX to speak with interim branch manager XXXX XXXX. They stated an email had been sent with my account information and he could discuss the details further. at XXXX I got to the branch and requested to speak to Mr. XXXX , he stepped into the lobby and without verifying ID he began to speak about my accounts. I immediately stopped him and asked for a private location to discuss the matter, his mannerisms were very short as he sighed and invited me to a conference room without grabbing a laptop or anything to access the system to address my concerns. I stated to him that he clearly already knew who I was and I came to get clarification as I found that my debit cards had been switched in the system to different accounts of mine. His reply was that US Bank had decided to terminate the relationship and he had nothing further to offer. I let him know that I was instructed to speak to him and an email had been sent and I'd like to discuss what's going on as I have been left in the dark since Thursday. Mr. XXXX repeated that he does not have to discuss with me what's going on and I only need to know that US Bank is terminating the relationship. I informed him that I was ok with the accounts being closed as I do not like the service I am receiving and being treated as a criminal when I have done nothing wrong at this point I would like to be able to close my accounts and receive my money. Mr. XXXX replied that I have an account with a negative balance and " We don't know how much you will owe us so we don't have a end date we will close the account when we determine no more transactions will occur. '' I asked him to elaborate to me how someone was able to switch my debit card from one account to another and he stated again " US Bank has decided to terminate the relationship '' I repeated that I was given instructions to meet with him for further detail in which he replied that no one would do that because the bank can reserve the right to withhold information. I asked him how was this possible, he replied " Just as you can close your account and not tell us we are able to do the same. '' I then said " For clarification, I have questions - you will not answer for me? '' To which he replied " yes. '' My interaction with him was very demeaning and very degrading, not only did he do absolutely nothing to safeguard my information by verifying my identity, choosing a non private place to discuss my personal finances and refusing to close the door once a office was secured. He absolutely refused me service as if my presence annoyed him. I called the day prior and he refused to get on the phone, and he admitted to not reading the email that was sent from the Liaison advocating on my behalf for information. I left the bank feeling defeated, disrespected and undervalued. I still have no knowledge as to what is going on with my accounts other than seeing my debit cards suddenly being linked to different accounts. My main account has disappeared from my online banking along with statements and the money that was present. To date, there is no ETA for disclosure of information, solution of this internal issue or status of my money being given back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We refinanced our US BANK mortgage with another bank, and U.S Bank has not reported accurately to all 3 credit bureaus. Both our mortgage and heloc accounts are still showing up as " open '' even though we refinanced almost 2 moths ago. I called U.S Bank to inquire when they would report and they told me the XXXX of every month. Today is the XXXX and the only credit bureau they reported to was XXXX. XXXX and XXXX are still showing US BANK accounts as " open ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was caught in a scam purchasing a puppy. I XXXX the breeder later realizing it was a scam. Never received the puppy and was a fake online. I filed the dispute with my bank immediately the same day. The woman on the phone told me I would have my funds 7-10 business days. From that period to the 10th business day I had spoken to 4 other associates who all told me I would receive my funds within that 10 day period. I called on the 10th and 11th day and was told I would receive the funds the following Monday ( yesterday ). I called yesterday the woman told me she wouldnt send an email to figure out where my funds are and would have an answer and the funds in my account by today. I called today. The first person told me they had no answer and no information. I called back. Spoke to a gentleman who told me that I wouldnt receive my money back. After weeks of battling this bank and being hung up on constantly, transferred over and over and over again, I basically got told to kick rocks and I wont see my money back. I was told by MANY people I would receive it back a week ago and never did. Even yesterday was told I would see it back and now Im getting a different answer. Im so frustrated with this bank I will never use them again and I will be discontinuing service with them. They are supposed to protect my money and yet they cant protect a scam on my account and then give me false information as to where and when I would get my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A