Date Received: 2020-08-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, my husband and I were referred by a US Bank Personal Banker to a loan officer for 2 mortgage loan refinancing : 1 a refinance an investment property home with cash out to put towards the 2nd refinance 2. refinance of our primary home. On XX/XX/XXXX, I spoke to the loan officer and explained what my intentions were and she indicated that she can do it and provided me with loan estimates shortly after. We submitted all the documents needed within the next day or two. On or about XX/XX/XXXX, the loan officer called me asking if we can pay the 2 loan application fees @ {$390.00} each to show good faith that we are serious about the loan because their underwriters are swamped and they don't need to waste time if we weren't serious. I indicated that based on the loan estimates she provided that we are serious and agreed to pay the total fees of 2 loans @ {$790.00}. Loan finally submitted to XXXX on XX/XX/XXXX. On XXXX, I followed up regarding status. She told me that they are really busy and will take longer to hear. On XXXX, I emailed asking if they too have the lower rate of 2.99 % as all of my friends are getting this rate. She told me that we are already locked and it will cost to break it. I said never mind then. On or about XX/XX/XXXX, she told me that they can not do a refinance with cash out on my investment property as they do not have that program. I couldn't not believe what I was hearing when she knew from the beginning what type of refinances we were applying for. Because we are already {$790.00} deep, I asked if there are other options. She gave me the options and I told her that we will think about it and see if it makes sense. After reviewing the options she gave we decided that they were not acceptable. We requested for a refund of our application fees because we felt like she took our application fees knowing that they did not have the specific program we are looking for. We have been trying to get an answer since XX/XX/XXXX and have reached out to the manager and no response to date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94804
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I received a call from XXXX XXXX XXXX about a credit card debt owed by US Bank. They said that I took out the credit card in XXXX and defaulted on it in XXXX. I never had a credit card with US Bank. They called me XX/XX/XXXX, in the evening. I called US Bank on XX/XX/XXXX in the morning. US Bank has no record of me ever having a credit card with them. The only account I have ever had with them is my son 's account because he opened it before he turned XXXX. I called XXXX XXXX XXXX back and let them know that US Bank said that I never had an account with them and that they do not delete accounts they sell for collection until after 7 years. XXXX XXXX XXXX insisted that I settle the account or they would get a judgement against me for 10 years, attach my wages and bank account and any property and vehicles that I own. US Bank told me that they have to be a phishing scam looking for information from me. I told XXXX XXXX XXXX to take me to court because I was not paying them anything on this because the account never existed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50613
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied to the U.S. Bank Altitude Go Visa Signature Card on XX/XX/2020, online. The application was in process for several days, and I have never been contacted with any follow-up. On XX/XX/2020, the application showed as denied. After a 20-minute hold ( seems excessive to me ) someone finally answered the call, who told me that they just needed to verify some information. I spoke with the verification department, and was asked a few questions. I was asked if they could send a text code to my phone, I agreed, and then they told me their system had an issue and the code could not be sent. One of the questions was if I was travelling and that prompted me to clarify I have to use VPN at home, and maybe that's why the application might show as not coming exactly from my address in New York ( even though the VPN is for the tri-state area ). I was asked a few more questions and put in a hold. In the meantime, I did receive the text message with a code. After holding, I was told they " don't feel comfortable approving this application ''. I had already confirmed my identify with questions, and also confirmed I received the text message but she refused to even take the code I received via text, due to their system error. She just kept repeating that they " don't feel comfortable approving this application '' but I was invited to reapply immediately without a VPN, and that would mean another hard inquiry in my credit report. Strangely, my partner had applied for this exact same card a few weeks ago using my computer ( and he lives in NJ, not NY ) and his application was approved. So this verification is also not consistent. I felt discriminated. I answered all my questions correctly, I received the text message in my personal phone, there is nothing in my credit report that would prevent me from opening the card ( no cards opened in over a year, score of over 810, no debts ). I understand if the VPN might have raised concerns but I already confirmed my identity, and asking me to reapply with another hard inquiry is not fair. It seems to me I was denied because of their system error ( not being able to take the code sent via text ) other than anything on my side. As a customer, I have the option to open any other credit card that I want. However I find it important to share with CFPB how my application was handled, even after confirming my identity and phone number. I never hard a credit card application denied before, and VPN was never an issue in previous applications.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Received an unsolicited debit Visa card from U.S. Bank ReliaCard. Until this showed up in my mailbox, I had never heard of this bank or this type of card. Upon receipt, I tried to contact the bank using the phone number on the literature. To possibly talk to someone, one has to provide too much personal info - DOB, social security number and the CC number. Since I do not know this business, I definitely would not give them my SSN. After XXXX this card, I learned it is a possible scam directed at retirees ( which I am ). One additional detail that made me concerned, was the incorrect middle initial on the card. I would like to make sure that my information is not being used illegally. Fortunately, I had placed a freeze on my credit through XXXX with the 3 credit reporting companies. I checked my status and found no new activity, which reduces my stress somewhat. If this is a known scam using the ReliaCard which is a real card, why are we, the public not being informed? Hopefully, some government agency is looking into this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Dear CFPB, On XX/XX/XXXX I called to cancel the overdraft service on my ATM / DEBIT card. US Bank representatives confirm that this request is visible in their system and that it shows the request went through. I was informed on that call that transactions would thereafter decline for insufficient available balance. However, declines never began and overdrafts continued to be charged including two on XXXX, and one on XX/XX/XXXX. On XX/XX/XXXX my wife and I called again and asked for the overdraft service to be cancelled and we were given confirmation that it was, and one fee was reversed. US Bank confirms that the fee was reversed but failed to notate why or that any call was made. The card still failed to decline and overdraft fees were incurred on XX/XX/XXXX and XX/XX/XXXX. Today I called US Bank and the representative confirmed that the overdraft service is notated as being canceled on XX/XX/XXXX, and that she does not see any notation on the account for when or why it was ever turned back on. She has turned it off again but I have no confidence that it is truly off or that it will remain off. The total fees improperly charged since turning off the overdraft service on XX/XX/XXXX total {$210.00} and I will not be satisfied until all of That is returned back to me, that the overdraft service is truly XXXX permanently and that I am given written guarantees that it will not be re-establishes without my signed, written permission. Thank you for your assistance and diligence. Kindest Regards, Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently received my latest Annual Escrow Statement account for XXXX. The statement shows a shortage of {$3600.00}. This shortage results in my mortgage payment increasing from {$1400.00} to {$1800.00}. This increases my monthly mortgage payment by {$490.00}. This increase will cause significant financial hardship for some time to come, for an error I did not commit. Since my refinancing in XXXX below are the Annual Escrow Statements by year and the shortage amount : XX/XX/XXXX {$760.00} XX/XX/XXXX {$51.00} XX/XX/XXXX {$360.00} XX/XX/XXXX {$810.00} XX/XX/XXXX {$1000.00} XX/XX/XXXX {$3600.00} Property and school tax increase are limited by law to 2 %. The Hazard insurance increased by 10 %. from XXXX to XXXX. The significant Escrow shortage is not due to my taxes or insurance increasing. Conducting a research of School tax Payment, the following faults are identified. The XXXX School tax payment for {$2000.00} was made on XX/XX/XXXX. The XXXX School tax should have been paid in XX/XX/XXXX. However, the XXXX School tax {$2100.00}, was paid late on XX/XX/XXXX. The XXXX School Tax payment was due in XX/XX/XXXX. The late XXXX Tax payment resulted in using misappropriated Escrow funds from the wrong year. This late tax payment is the primary reason the Escrow shortage amount is so significant. Since the inception of this mortgage I have not missed any payments, nor have I been late. As a Federal Government employee, I have endured two federal government shutdowns where I was not paid. Yet, I met my financial requirements to US Bank. My credit score is above XXXX points and have worked diligently to maintain that score. As stipulated in section 3 of the mortgage document I request that I no longer be required to maintain an Escrow Account, and I pay all taxes to appropriate offices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12550
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear Sir/Madam, I recently approached US Bank Mortgage to refinance a rental property. It took them some time for their underwriting department to review my application and that is fine given the number of people refinancing their mortgage. My complaint is two fold : 1. My rental property is under a revocable Trust agreement but the bank 's underwriting department insists that they need to see the complete Trust document not just the Certificate of Trust which I provided to them. I was not sure what is legal and allowed since my searches online indicate that the certificate of trust should be sufficient and the fact that the trust is a private document. 2. All the documents sharing with US Bank seems to be through email. They do not have a confidential way of sharing documents. My concern is that any documents I share is also stored in some server somewhere for some hacker to hack into. I would have thought that a Bank of this size would have secure method of collecting documents. They did offer me to drop the trust document at the local bank office but it was only after I raised safety concerns. Thanks and Regards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66062
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
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: Us Bank incorrectly put late payments on my credit report showing XXXX and 60 days late my bank XXXX XXXX verifies they made the error as I had auto pay connected
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03053
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: After returning from an overseas trip in XXXX of this year and examining my US Bank statement, I noticed a suspicious/unrecognized charge in the amount of {$130.00} debited from my checking account ; a charge for funds that were never disbursed. I immediately disputed the charge with US Bank through their normal and recommended channels, both by phone and by mail, and was denied redress ( US Bank Reference Number XXXX ). As it turns out, US Bank investigated a different ATM transaction than the one I was disputing, one that actually did disburse the funds I was seeking, and then stated that this was the reason my dispute was denied. All subsequent attempts to sort out this error/confusion, and direct their attention to the actual ATM charge in dispute, have been to no avail ; I am being effectively stonewalled at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Dear CFPB agent, I opened a case with US bank and I was very frustrated on how they handled my case. It was a violation on my Client agreement with them when I opened the account and for some reason my account information or data was changed or manipulated by the bank 's Fraud Dept : 1. ) On Overdraft Coverage/Protection : I never opted for an overdraft protection when I opened the checking account I filed a case on, There was no verbal or written authorization from me. Despite that that they paid an ACH item for {$5000.00} on XX/XX/2020 that was unauthorized. They took {$4200.00} from our savings account to my checking account to cover a {$5000.00} ACH item that overdrew my account - {$710.00}. I made sure through online banking that I did not have an overdraft protection. I never had overdraft coverage on all our accounts and on XX/XX/2020 I received a message from the bank that my account was changed to a marked " YES '' for an overdraft protection coverage, this was the same date they denied my claim.I never changed any of my banking terms on-line. We can investigate on this and get an audit log of the who is made the changes. 2. ) On Alerts via text or email messaging : I opted for this and we've been getting alerts but not on the {$5000.00} item that was paid on XX/XX/2020. 3. ) On the Fraud Dept errors : I opened a case on XX/XX/2020 but it was declined then closed, and the item was returned with " insufficient funds ''. I was told that the item the case was opened with was the wrong item since there were other {$5000.00} items returned unpaid on the same date, also unauthorized. So they opened a new case on the correct item that went through and paid. XX/XX/XXXX. Then it was again declined and closed. There was a total of 4 cases opened and declined due to bank errors 4. ) On Provisional Credit : I have received the form to be signed a day before they expired for a provisional credit, this happened 3 times. To meet the deadline I faxed these signed forms at the branch. They also instructed me to send the original via certified mail and I did. They never gave me the credit despite their mistakes. This has been very stressful to me and I told them they will hear from my lawyers and will report them to CFPB. I want you to do what you need to do since you are the authority responsible for unethical and negligent acts of this financial institution. How they're handling the case and treating me has been discriminatory. I hope CFPB is far from discriminatory as expected. Mrs. XXXX XXXX XXXX ( XXXX ) XXXX Realtor/Loan Officer XXXX XXXX XXXX XXXX XXXX XXXX DRE # XXXX NMLS # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91752
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A