Date Received: 2020-12-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I were looking to refinance a home we owned. We were told by US Bank verbally that the reason why they were denying our loan was due to the fact that we filed a fraud lawsuit against a financial advisor. However, we received a " Statement of Credit Denial, Termination or Change '', that stated the reason for our denial was because of : Value or type of collateral not sufficient Collection action or judgment. We fully understand if this financial institution 's underwriting guidelines prevents us from receiving a loan, due to litigation concerns. However, the denial of credit explanation letter is different than the verbal explanation we received, which is an issue as we need accurate documentation due to the pending lawsuit. Being our loan to value on the home was in the 65 % range ( significantly lower than the lending program guidelines ), we were confused as to why there was a collateral issue. The second reason for denial was another mystery. The letter states we were denied due to collection action or judgment. However, neither of us have collection or judgments against us and the denial letters state that my credit score was XXXX and my wife 's score was XXXX. We called to discuss the discrepancy with US Bank. The original person that told us they were denying our application due to the lawsuit XXXX XXXX XXXX, was just as confused as we were. XXXX called back the next business day and told us that US Bank stated the collateral issue had to do with a piece of siding that was blown off the house and notated in the appraisal. Despite never being notified by US Bank that the siding was an issue, it was fixed as soon as it was discovered, long before we were told our loan was to be denied due to the lawsuit. XXXX went on to tell us that the credit denial had to do with XXXX checking the collection action or judgment box and that was all the information she could provide. We were told that once the denial letters went out and the files closed, there was no way to update the letters. It is my understanding that Truth in Lending rules requires factually accurate denial letters to be sent out to mortgage applicants, which did not happen here. 6500 - Consumer Financial Protection Bureau Appendix C to Part 1002Sample Notification Forms 4. If the reasons listed on the forms are not the factors actually used, a creditor will not satisfy the notice requirement by simply checking the closest identifiable factor listed. For example, some creditors consider only references from banks or other depository institutions and disregard finance company references altogether ; their statement of reasons should disclose " insufficient bank references, '' not " insufficient credit references. '' Similarly, a creditor that considers bank references and other credit references as distinct factors should treat the two factors separately and disclose them as appropriate. The creditor should either add such other factors to the form or check " other '' and include the appropriate explanation. It seems like someone may have made a judgment call not to provide us the mortgage based on us filing a lawsuit against a 3rd party, but then used common templated response reasons to justify their reason for denying the loan. All we wanted was a factually accurate denial letter, but we are now wondering if US Bank did not break other lending laws when denying our application, which caused them to makeup alternative reasons for the denial.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I submitted a fraud complaint with US Bank Reliacard Services who is the service/card provider for unemployment benefits in Texas. This complaint was submitted along with supporting documents and I received a letter on XX/XX/XXXX from the Prepaid Dispute Resolution department stating they got my dispute and documents and have started their investigation, but the merchant has 120 days to respond. I waited until XX/XX/XXXX to call giving them an extra month. I called at XXXX and sat on hold roughly 70 min. To be told someone would be notified and call back Monday. Called back Monday, on hold 53 min, was told it was being escalated and supervisor assured me would be resolved. This same event occurred XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and so on. Now we're in XXXX, over a year later, XX/XX/XXXX to be exact. On the phone with 2 employees 87 minutes. Found out it was in my favor back in XX/XX/XXXX, but no one knows where the money is, so back to square XXXX. I was told it was being escalated and someone would contact me w/in XXXX hours and no one did, so I reached back out XX/XX/XXXX, on hold XXXX hours and XXXX minutes!, XX/XX/XXXX, and the last time was XX/XX/XXXX on which date the supervisor said that honestly, nothing ever gets resolved, so this is my best bet. It's {$450.00}. That's a lot to me. Nothing was ever done and no one cared. I remained calm and respectful and was literally on hold for what? It's in my favor, nothing was put back on my card- we looked at all of the statements many times. I've read other 's complaints pretty similar. Please help me get my money back. Thank you for your time and please let me know what I can offer in the ways of help to get this resolved! ( No one could or would provide me employee names or badge numbers? )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This is a follow-up to XXXX, with further evidence to support the concern that XXXX XXXX dispute department may be engaging in practices which could reasonably appear to be deceptive. Today I received a call from a member of this department named XXXX ( sp? ) and when I returned her call she refused to speak with me. My general concern is that Fidelity may be contacting consumers in ways that allow them to claim that they initiated a contact, but that they are contacting consumers in ways that make it impossible for consumers to actually communicate with them, thereby saving them time and making it impossible for consumers to actually resolve the disputes they have initated with merchants. My previous experience was with a member of this department named XXXX who would call and then simply hang up. The calls at issue originate from XXXX. People can not be reached at this number. When this number is called, a recording plays which mentions US Bank and XXXX XXXX XXXX but makes no mention of Fidelity. This too strikes me as potentially deceptive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
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 unsolicited USBankreliacard Debit Card in the mail on XX/XX/XXXX. When I called the card issuer they informed me that someone had opened an account in my name in order to receive unemployment insurance benefits from the state of Colorado. This is absurd as I moved from another state to Colorado ) 4 years ago when I retired. However, I did live in Colorado until XX/XX/XXXX. The card issuer informed me that one the steps I needed to take in order to derail potential Identity Theft was to file this report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: To whom this may concern, I originally opened an account with the terms that included an account bonus of $ XXXX an email confirmation is pasted below. After completion of both Recurring direct deposits of 2 or more that total {$2000.00} or more within 60 days of account opening and Enrolled in E-statements by XXXX within the timeframe no bonus was given. Multiple calls were actioned between XXXX of XXXX lead to multiple escalations as well as complaints that were never actioned- this was in addition to multiple dropped calls as well. The account will be closed on my end due to lack of transparency as well as lack of assistance from their end. XXXX, XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX Hi XXXX, Hope youre having a great day today, my name is XXXX and XXXX be your Account Setup Coordinator for this application! XXXX Thank you for choosing U.S. Bank, your application was approved and we have opened the following account in your name : U.S. Bank Gold Checking Account # ending in XXXX ( if you didn't catch the full account # from the application, I can provide it after verifying over the phone ) * We also received your completed signature card, so you may now begin using your account ( I've also attached some tips ) * Product Notes : Note regarding the promotion on your application : XXXX - XX/XX/XXXX / Earn {$300.00} for opening a Platinum Checking / Gold Checking / Easy Checking Recurring direct deposits of 2 or more that total {$2000.00} or more within 60 days of account opening Enrolled in E-statements by XXXX It's been my pleasure to assist. As your account coordinator I want to exceed your expectations, feel free to email or call with further questions over the next couple of weeks. We really care about your experience with U.S. Bank : There will be a quick survey you'll receive that's specific towards your experience with any of my calls and my emails ; my goal here striving for success is to receive all 9 's or 10 's If you have any other feedback about this onboarding process or feedback about U.S. Bank I'd love to hear about it via email. Have a fantastic day! Sincerely, Available XXXX EST M-F / *** I hope that you and yours stay safe during this pandemic, I want to make this process as effortless for you as possible / We are experiencing higher than normal volumes and will return your call or email as soon as possible / My manager info as a secondary means of communication in case Im out of office : XXXX XXXX XXXX or XXXX XXXX XXXX XXXX XXXX XXXX Account Setup Coordinator | Virtual Deposit Operations XXXX option 3 use my direct extension XXXX | XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. On XX/XX/2020, XXXX XXXX XXXX add a hard inquiry on my credit report per XXXX. On XXXX XXXX, 2020, US BANK CONSOLIDATED add a hard inquiry on my credit report per XXXX. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80013
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Hi, On XX/XX/XXXX my credit was pulled for a XXXX auto loan which I fully agreed to. Since this date, there have been 2 additional unauthorized hard inquiries, one on XX/XX/XXXX and another on XX/XX/XXXX. The subsequent hard inquiries were not authorized. I do not understand why 3 separate inquiries were needed since my original application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: Received a usbankreliacard from Colorado Dept of LBOR. Did not apply for any unemployment benefits. Company is lying about the reasons they sent me this VISA card. USbank phone number is unreachable from overseas. no email contact provided. no ability to cancel or close account on their website. Company is obviously trying to make it impossible to reach them or instruct them to close account and cancel card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80026
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: 2020-12-20
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My account was locked back in XXXX due to a 'change of address '. I in fact have not changed my address and it has been the same for years and have provided the necessary information they asked for, multiple times.. Every time I call to check the status of my account, I'm told that the " FIU '' department is the only department that can unlock my account and that they are only able to be contacted by email which I'm sure is absolutely not true. It has now been over 4 months that I have not had access to my money. I have bills to pay and a baby to provide for. I am on the verge of suing the company for fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78411
Submitted Via: Web
Date Sent: 2020-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have previously disputed this account. I am disputing this again however I am including new information not previously sent in a dispute. The account I am disputing is US Bank XXXX. The new information for this dispute is the following : US Bank is reporting 23 months of charge offs. That is incorrect. The status of this account reporting is incorrect. In addition, this account is also too old to remain on my credit report. Identity documents, including valid photo ID and address verification, have been submitted to this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A