Date Received: 2020-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the early days of the COVID Pandemic I like millions of Americans filed for a mortgage forbearance. After 4 months of this I begin paying again. Since my loan is an FHA Loan I agreed to a partial claim to pay the missing payments at the end of the current mortgage. We reached that agreement 6 months ago. Long story short I cant refinance to get better loan terms until US Bank processes the paperwork for my claim. They know this. They know that Mortgage rates are at historic lows. They are systematically and intentionally dragging their feet about processing the paperwork to keep their customers trapped in loan terms that are advantageous for them but bad for their customers. I have given them every piece of paperwork they have asked for immediately. There is no excuse for it to take 6 months to process the claim. They haven't even sent me the papers to sign. I have spoken to them dozens of times and they wont even give me an estimate on how long it will take. This is simple financial greed at work. I have no doubt US Bank is doing this intentionally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for a CARes act forbearance. I just read the terms of the agreement. The option to add the missed payments to the end of the term is not an option. They are saying that they are going to demand all missed payments on the following month ( a balloon payment after being on a financial hardship withdrawal ). My mortgage company is US Bank. Please assist ... They are also refusing to add any payments made to the interest during the forbearance period and only promise to apply them at the end of the term. I dont think a large bank like US Bank should be taking advantage of struggling Americans. And they are saying that they will begin the foreclosure process at the end of the forbearance terms are not met at the end of the term of the delayed payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80222
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 I provided my passport ID, Deposit slip, along with a XXXX XXXX XXXXXX/XX/XXXX Cashiers Check that was endorsed to me in the amount of {$37000.00}. US Bank Client Relationship Consultant, XXXX XXXX refused to accept and deposit the check and informed me that the US Bank Branch policy states that the endorser of a check must be present with an ID in order to deposit anything over {$10000.00}. She told me to try another US Bank and maybe they will deposit, but not at this location. I asked to speak to a supervisor and had to wait about an hour to see one. The Assistant Branch Manager, XXXX XXXX said that she would go ahead and deposit the check, but that a 7 day hold is required. She provided a " Notice Of Hold '' letter stating that funds are being held due to " Repeated Overdrafts ''. I indicated to her that I have not had any overdrafts and would like a letter showing an accurate reason for 7 day hold. She would not change the notice and told me that I can deposit the check elsewhere or have the endorser reissue the check in my name then she can deposit without any hold. The check was finally deposited, but with a 7 day hold and no funds made available. The deposit was also reported as " Income ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: US Bank mailed me a ReliaCard for accessing unemployment benefits from the XXXX of Colorado. I have not filed for unemployment nor did I apply for this card. I called the phone number on the card ( XXXX ) to ask US Bank to close the account because it is based on a fraudulent application. It was impossible to access an operator through this phone number. US Bank would only proceed if I provided personal information including date of birth and social security number. I am not going to provide that information to a computer. I did fill out a US Bank fraud form but would have preferred to speak with someone as soon as I became aware of the problem. Scary situation, its a known problem with US Bank and they chose not to resolve it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-23
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX I received a deposit on my ReliaCard with US Bank for {$1.00}, XXXX from my state agency which is unemployment benefits the amount that I received was back pay for the weeks that I missed. On XX/XX/XXXX when I received the deposit I soon attempted to use the card and it was declined. At that point I called US Bank Relia card once I got them on the phone they informed me that I had recently changed my address on file with them. When they said this I told them I was like no ma'am I did not I haven't used this prepaid card in about 6 months being that I was in rehabilitation for quite some time. Of course they argued with me and said I needed to re-up date my contact information which was my address, at the time I was homeless so I didn't have an address or proof of mail with my name on it like an electric bill or something and I told them that but they insisted that I updated my address. At this point after arguing with them I agreed I told them that I'm still homeless I would just have to change my mailing address they said that once I upload the documentation with updated address and also my driver 's license that it would take five business days for them to process it. Never once did they try and contact me within that amount of time I had to call them and proceeded to ask what the status was on this claim but apparently the only information they can give me about it is whether or not, whoever is in charge of the claim reviewed the documentation that I uploaded was acceptable or not. At this point after about a week and a half two weeks after calling them about 4 times they be gone to see that I was getting annoyed at this point they told me that I need to update my address with my state agency so that the address with US Bank ReliaCard and my state agency match at this point I was upset I understand I get it the addresses have to match although they made me change my address in the first place at that point they should have told me that I needed to update my address with my state agency also instead of waiting almost two weeks before they told me that I had to do it. Once again I was upset not upset because I had to update my address but upset because I had to update the address then wait 5 more business days again!!!! At the same time as I was being upset I was relieved at this point because I felt like I was getting somewhere with the claim. No changing my address with my state agency takes less than XXXX minutes and updates automatically and that is just what I did right after I updated my address with my state agency I received an email saying that it was updated also I get a message from the state agencies website that has a message box on the website so not only did I get an email but I got an email in a message from the state agency saying that my address was updated. Same as before never not once have I heard from u.s. Bank ReliaCard. After a few days I call you as US Bank ReliaCard to check the status of the claim once again. Not at this point they proceeded to tell me that the addresses are not matching up so I speak to them and I make sure that they have the proper address I also spelled out the entire address to make sure that they spelled it correctly and they did it was correct. So I just wait a little bit longer hoping that maybe something in the system might update or change I gave it some time before I call usbankreliacard back again and when I did still they proceeded to tell me that the addresses did not match. So after a small argument over the phone with the bank after hanging up once again I go to my state agency online and I update my address once again not sure why I did that but I did because it said right in front of me the address and it was spelled correctly with my state agency also. Once again five business days later I call the bank again and at this point the conversation did not go any further than it did when I called the last time they still proceeded to tell me that the address they had on file and the address my state agency had on file was incorrect at this point I hang up with the bank and I call my state agency. Finally after many attempts I get my state agency on the phone I told them what happened word for word and they proceeded to tell me that the address that I verify with the bank is the same address that they had on file also I spelled it out 2 my state agency to make sure that it was spelled correctly and ask them to re update it for me in case there was a problem with the online site for the state agency.. my state agency preceded tell me that the address has been updated have been updated a numerous amount of times and that she would update it again and assured me over and over that the address has been updated although us bank relia card still denies that the addresses do not match up. At this point I'm extremely frustrated had I not switched debit cards with my state agency I will be going into a month at this point with absolutely no money. As of XX/XX/XXXX XX/XX/XXXX which is now almost two months since that deposit was put on the card I still have not been able to use {$0.00} on this card. Now in between all this I have called usbankreliacard about this one particular situation probably 30 something times and I'm not exaggerating in attempt to fix this problem. Every time I've called them also asking to speak to a supervisor a handful of times I haven't gotten absolutely nowhere with the situation it's been at a standstill for about almost a month now and the only response that I can get from US Bank Relia card is that I need to call my state agency and update my address at this point I'm extremely frustrated because I have tried to tell these people that I have updated it and something is wrong there's a problem somewhere else I've called them I did it myself online four different timesand it doesn't matter how many times I say that or who I said it to at the bank no one seems to care or tried to help me fix the situation any further than that. I asked him I said please work with me I did what you asked me to do tell me what I can do to fix the problem what information can I send you do you want me to go online and take screenshots of my account with the state agency and prove to you that I've updated my address or do you want to call them and ask him that yourself with me on the phone our work with me tell me what I can do to fix this problem because calling my state agency and tell him that y'all said my address is not been updated is not fixing the situation because in my eyes and in their eyes the address has been updated. So after almost 2 months now a fighting with my state agency and us Bank relia card and when I say I called the bank at least 30 times I'm not exaggerating my state agency I've called them about five maybe six times the reason can I didn't call them more is because it's a simple problem update your address I can do that myself online calling them is not helping the situation because they're just doing the exact same thing that I can do online from what they're telling me so at this point I'm stuck in the middle of my state agency and the bank that blames it on each other so yeah I'm stuck in the middle sitting here with {$1200.00} on a card that I can't even use and it's extremely frustrating especially when the state agency will only except my phone call 1 day out of the week and still have trouble calling them because more than half the time the line is busy and I get hung up on because of high call volume. Please Help I just want to get the issue resolved in a timely manner and without argumentation.. Thanks in advance I'm really not sure if there is any type of documentation that needs to be uploaded here or not ... PLEASE PLEASE let me know if so and I can upload any documentation immediately. Thanks in Advance!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70506
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I sent a check to pay off my auto loan in full, which US Bank cashed on XX/XX/20. After over 4 months had passed and I never received my title, or even any communication or acknowledgement from US Bank I reached out to them to see what was going on. I called them on XX/XX/20. I spoke with someone ( XXXX ) who told me that they would electronically release my title with XXXX. She told me that I may need a " Release Letter '' to take to XXXX to get my title and that she would have this sent in the mail to me. I never received anything in the mail or heard anything further from US Bank. I called again on XX/XX/20 and spoke with XXXX. She told me that the bank had never received my title, and that maybe the dealership didn't provide it to them, so she said that maybe US Bank never had a lien on my car and recommended I contact XXXX to confirm. I emailed XXXX, and they confirmed that US Bank is the official leinholder on my title, and that US Bank needed to file the electronic title release. I called US Bank again on XX/XX/20 and spoke with XXXX. I told him that XXXX said US Bank needed to release my title. He told me that he would " escalate '' my situation to management, and that someone would reach out to me in 24-48 hours and that a letter would be sent to me by mail. I never heard anything further and nothing ever arrived in the mail. I called US Bank again on XX/XX/20 and spoke with XXXX. She told me the same thing that XXXX had told me back on XX/XX/20 - that the dealership may never have given them the title. I hold her that this is not what XXXX is saying and that I wanted to speak with a Supervisor. She told me that her Manager ( XXXX XXXX ) would call me back shortly to discuss. I made very clear that no one at US Bank has followed through on anything over the last 3 months, and she assured me that XXXX XXXX is very good and would absolutely call me back. I have not heard anything. At this point, US Bank has essentially stolen my vehicle. I paid my loan in full over 6 months ago, and they will not provide me with my title. After calling on 4 separate occasions and getting nowhere, I don't know where else to turn? They should be held accountable for this atrocious behavior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I was a with US BANK customer since XXXX and during that time, I have enjoyed my experience greatly. I am writing to see if you would be willing to make a " goodwill '' adjustment to your reporting to the three credit agencies. I have late payments on the above referenced account XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). Since that time I was an exceptional customer paying every month on time. Because of my exceptional payment history over the last years, I would like you to consider removing the negative payments from my credit report. At the time of the late payments, I was in the process of changing jobs. I say that not to justify why the payments were late, but rather to show that the late payments are not a good indicator of my actual credit worthiness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97230
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I enrolled in a CARES ACT forbearance plan in XX/XX/2020. In XXXX i asked to be taken off forbearance and given the option to defer payments to the end of the loan. Upon agreeing to tbe deferment my credit score dropped 120 points. I called US Bank, my lender, and submitted requests to fix inaccurate data. 3 weeks later i received a letter stating it was reported properly. I than called all 3 credit bureaus. Each credit bureau, upon hours of digging deep into my credit found US bank did in fact report incorrectly. The supervisor of transunion his self sent my lender a escalated request to fix their reporting errors. US Bank still stated they were reporting correctly. There is no way for me to speak with the lenders credit reporting department as US Bank will not allow it. Today is XX/XX/2020 and my deferment is still not finalized, 2 months after signing the paperwork.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33770
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: received a U S Bank Reliacard to receive unemployment benefits that I never applied to receive nor am I unemployed. The card was sent to my home address however the name on the card is not my legal name - a portion of the name is correct but not the entire name
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45240
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am writing to acknowledge US Bank Association. XXXX XXXX XXXX XXXX XXXX with XXXX XXXX ID XXXX under loan officer XXXX XXXX XXXX with NMLS LIC ID XXXX is delaying and/or depriving me of a reasonably opportunity to get my mortgage refinance, which started at end of XXXX, to be completed and evaluated, loan ID XXXX. I receive a refi in XXXX and did not have to submit same information repeatly and for some not at all, like they are doing in this current refi application. They have changed my loan estimate documents twice changing numbers like est property value and est cash to close to fit their agenda. I have paid consecutively before time my current mortgage payment for seven years and have a credit score above 700. I feel they are not treating my application as a facially complete that your Regulation X and CFPB Act gives me that right. They are injuring me with additional closing cost fees, delaying and/or impairing my ability to obtain the benefits of a refi loan option at this time, along with a lock interest rate that will expire XX/XX/XXXX. With people losing their jobs due to COVID by the thousands, I feel their deliberately delaying of my application waiting for this to be my faith or like kind so they can deny my refi loan application. This is ethically wrong as hard as we Americans work to keep our home affordable. To get this matter look into before my lock in interest rate expire will be XXXX lead and whoever choose this samaritan deed of the season may blessing over take you for such goodness that is needed at this time. XXXX XXXX XXXX, Refi victim
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A