Date Received: 2020-11-03
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I contacted US Bank fraud department and they said they couldnt find the account and not to worry about it but I need to make sure that is the case. With the fraud that is happening at the XXXX XXXX I suspect this might be part of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94603
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I called US Bank looking for information on removing the PMI from my home mortgage. I received a letter on XX/XX/XXXX ( Attachment # 1 ) laying out the two options available to me moving forward. At this point I elected for Option 2 or Current Value Cancellation which involved paying {$320.00} for an appraisal to determine the new Loan to Current Value ( LTCV ) ratio. I pay {$88.00} in PMI each month to US Bank. I have a 2 bedroom and XXXX bathroom home. If you are in the first two years or over five years on your loan, you need 80 % or less LTCV. If you are in years three or four, you need 75 % or less LTCV. It is not clear to me why years two to five are different than any other time on your loan. Adding another complexity to this whole situation, my loan was closed on XX/XX/XXXX so I will be at the 5-year threshold in just a few months. The appraisal was completed on XX/XX/XXXX. US Bank and the appraiser told me that he had to get the appraisal back to the bank within 10 days, and the bank had two weeks to process and respond to the PMI removal request. 25 days later, on XX/XX/XXXX I called US Bank looking for information on the outcome of my PMI removal application. I was told that it was estimated to be resolved on XX/XX/XXXX. I inquired about the timeline I was originally given and was not given an answer. On XX/XX/XXXX, I again called looking for information on my case. I was told that I did not meet the requirements for PMI removal and that I would be getting my appraisal in the mail. I received a letter saying the same a few days later ( Attachment # 2 ). This letter did not include the appraisal. After not receiving the appraisal for another two weeks, I called again on XX/XX/XXXX and was able to get a copy emailed to me. The woman I spoke to told me I had to submit a dispute immediately because I only had 60 days from the date of the appraisal to dispute it. I submitted a formal dispute to my appraisal on XX/XX/XXXX. I did receive the appraisal in the mail that same day, post marked for XX/XX/XXXX. ( Attachment # 3 ). I had three major points of dispute with the appraisal. XXXX. I have a patio which was not reflected on the appraisal. 2. Four of the six comps pulled had only 1 bathroom. My house has 2.5 bathrooms. To equalize these comps the appraiser credited these houses {$1000.00} for a half bath and {$2000.00} for a full bath. This extremely low credit value disproportionately affected my appraisal value ( Attachment # 4 ). You can not refinish an existing bathroom for {$1000.00} - {$2000.00}, let alone build an entire new bath. 3. Of the three comps that were included and sold, they dated back to XX/XX/XXXX, XXXX and XXXX of XXXX. The oldest was sold 6 months before my appraisal and 8 months before I even received a copy of the appraisal. After submitting the dispute ( Attachment # 5 ), I received an email back from US Bank ( Attachment # 6 ) the following day stating I had to fill out the attached Reconsideration of Value Request forms. These were completed and returned immediately as it was the 58th day since my appraisal and I only had 60 days to submit. I filled out the form using comps with two bedrooms and two and a half baths. I received the Reconsideration of Value Request form in the mail ( Attachment # 7 ) sometime XXXX with a date of XX/XX/XXXX on the letter. If I had not been calling US Bank over and over again, I would have received this form too late to file it. Following the dispute submittal on XX/XX/XXXX, I called US Bank a few times to inquire if a solution had been achieved. Sometime in mid to late XXXX I received a letter dated XX/XX/XXXX ( Attachment # 8 ) stating that the rebuttal request had been submitted and the results are outlined in the attached report. Unfortunately, but not surprisingly, there was no attached report. In the letter, it did say that I still had not reached my loan to value ratio required ( LTV now 79.4 % ) but they would be more than happy for me to pay them {$10000.00} to reduce my unpaid principle balance to {$180000.00} and they would remove the PMI. I called US Bank and escalated my case up to a supervisor who told me that the appraisal had been adjusted to {$240000.00} because they didnt include the patio, but the comparable properties that I had sent were listed or sold after the original appraisal was completed and they were unable to consider them. They also said that even if they could, these properties had decks and would not be comparable. I am wondering how a onXXXX bathroom home could be comparable, but a home with a deck is not comparable. I am also wondering why homes sold 6 months prior to an appraisal are comparable, but they would not consider homes sold 2 months post appraisal. During the call I filed a Consumer Advocacy Complaint with US Bank regarding my entire case including the process and disinformation I had received along the way. The major piece of my complaint revolved around the comps that were used for the appraisal. I was told before ending the call that the consumer advocacy center reviews these cases within a month. I called back a month later at some point in late XXXX and I was told that the expected resolution date was XX/XX/XXXX. I told them that I had been told in XXXX that it was supposed to take a month to consider the case. The person I spoke to told me that I had actually spoken to their boss in a previous phone call and that they were incorrect. I asked that these issues be added to my open case with Consumer Advocacy Center. The person I spoke with also asked if I had received a letter stating they had received my complaint. I said I had not. Two weeks later I received a letter ( Attachment # 9 ) stating that they had a specialized team reviewing the case and issues I had raised. The expected response time was 10-15 days from the date of the letter I had received which was XX/XX/XXXX. Ive now paid {$880.00} in PMI since beginning of the process. In the last week of XXXX, I received a letter from Customer Advocacy Specialist XXXX XXXX XXXX Attachment # 10 ). All that was included in the letter was a recap of the appraisal dispute and reiterated the appraisers comments to the comparable properties I had included. They said that my appraisal was no longer valid, that I could not submit anymore disputes and that they would be more than happy for me to pay another {$320.00} for another appraisal. They were sorry that what I have outlined above was frustrating, inconvenient and they regret if I feel that I did not receive superior service. I once again called US Bank to speak with someone in the Customer Advocacy team since the bottom of my written response stated that if I wished to discuss this matter further, please contact the Customer Advocacy Center at XXXX. The number that I was given was for Customer Service who escalated me to a supervisor. He told me there was nothing he could do and if I wanted to file another complaint with Customer Advocacy I could. He told me that there was no way for me to speak with Customer Advocacy. I asked if I could speak to his boss and he told me that his boss doesnt take phone calls. Eventually he XXXX XXXX XXXX, the person who signed my letter, and they told him to contact the Vice President. XXXX XXXX called me back a few minutes later to discuss my case. To sum up the XXXX phone call, US Bank did not investigate my claim that the comps used were the most accurate. He stated that US Bank didnt see an issue with the process and nothing else could be done. This process has lasted almost an entire year, I hope that the CFPB can assist with finding some sort of reasonable resolution. Ive paid {$960.00} in PMI since the beginning of this process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21224
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I submitted CFPB complaint XXXX on XX/XX/2020 and complaint XXXX on XX/XX/2020 about information missing on my XXXX credit report regarding my US Bank credit card ending in XXXX. US Bank sent me the same response on both complaints that they determined an update to XXXX is appropriate and they have already communicated the correct info to XXXX but so far nothing has reflected on my report. I attempted to contact US Bank regarding this by calling the numbers listed in their response and all I got was front line customer service representatives with no access to such information who kept transferring me from one department to the other. Attached are both complaints responses from US Bank by someone named XXXX with the office of the president who promised that the reported information will be corrected but it wasn't and she didn't share her direct contact information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I received an unsolicited Visa Debit card from US Bank - Reliacard for " unemployment benefits ''. I did not apply nor want this card. Unable to contact company via phone numbers provided unless I activate the card. Per my son and online information, it indicates that this is a scam and not to activate the card. I am unable to contact the bank at any of the number provided - unless I activate card or on one number they indicated a wait time of at least 30 minutes. I need to know how a debit card was issued in my name and what information was used to obtain it. I feel violated and need to know what further steps to take to protect my name, date of birth, Social Security number. I need written verification from US bank indicating that this card has been cancelled and none of my information will further compromised by the bank or the person who perpetrated the fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 777XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: US Bank has my XXXX account and wouldn't transfer money for several days until they could collect their insufficient funds and then deposit my XX/XX/XXXX money, they did this 7 times! I closed all my accounts but I owe on a line of credit and they won't release my XXXX number or any XXXX funds until it is paid. I can't access my account ( locked so I can't pay ) or my XXXX funds. I tried several approaches and they are still withholding my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I filed a dispute 3 months ago for a transaction double charged. They locked my account with a balance of XXXX now it is at XXXX. For 3 months I've called at least once a week most daily. Offline teams refuses to call and support refuses to give me the contact number for them or the president of the company so I could address it directly myself after 3 months of this hour fight daily with them. I've done and complied with every request they have had as of Wednesday I was hit and destroyed by a hurricane I was actually on the phone with service team and she listened as my home was being destroyed and the fear of us as we thought our lives were ending. I now have nothing left no home no vehicle nothing and I've talked to her since because all never forget that day or the sadness I felt she could listen to my world being ripped.from under me and that voice I'll never forget and still refuses do help me access my money to survive this tragedy. Its sickening to know this company can be so heartless and take from someone who had everything ripped away from them and still.do.nothing to.help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 703XX
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I called on XX/XX/XXXX to get information on Balance and transactions. I was told I had transactions that were charged that I was not aware of and informed that I would need to dispute the transactions and have to cancel my card and have a new one issued. The next day after reviewing the transactions history and bank statement I contacted the bank again and questioned the transactions in question and was informed that the transactions were not charges but pos holds that were normal that I ran the card as credit instead of debit. I have nothing to be disputed and canceled my card for nothing but the fact that it was over false information that I was provided by the representatives of the bank which is all I have received from the first call made. After my new card was received I had to call customer service to activate the card and was informed that I would have to send my identification verification by fax for activation to be able to get my account access. After sending my government issued identification card social security card tax documents birth certificate and address verification it has been almost 2 months now and now just informed that I now have to fax all information to another number and my documents were reviewed and verified but need to be processed again. This is unjustified that the amount of time i have been locked out with no resolution or contact with bank I have to call daily waiting on hold to get hung up on lies to or misled this is a big circle that just never ends. Always having another hoop or detail added. I informed the bank from day 1 my family with XXXX children are currently homeless and lost everything, we desperately need this resolved and access to my money. We have been approved for housing after 5 months homeless and are at RISK of losing the housing if cant connect utilities before XX/XX/2020. Please help me get answers and resolve the problem asap please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 455XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: My reliacard was frozen 3 weeks ago because of a fraud check. I called the company and was told to verify my information on their website which I did. They never made my card active. I called back and they told me to fax a copy of my license over and resend my license picture through the website which I did. I keep calling to find out why my card remains inactive and they can't give me an answer. I need to pay my rent or else I'm getting evicted. They said it should take 7 business days but it has been 3 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Trouble using the card
Subissue: Trouble using the card to send money to another person
Consumer Complaint: went to US Bank XXXX XXXX XXXX, XXXX XXXX CA XXXX Teller can't do cash advance on direct benefits card. She stated " machine broken '' This is not acceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On XX/XX/2020 I received a US Bank Reliacard Debit card that I never applied for. The card was issued to me in conjunction with an unemployment compensation claim which is fraudulent and that I never applied for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A