Date Received: 2020-07-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently applied for a home loan with my bank, U.S. Bank. I was pre-approved rather easily and began the home search. While searching for a home I made sure to send in all the documents I would need to move forward with the closing process so there would be minimal delays and to make it easier on the lender. However the loan officer I was working with, XXXX XXXX, wasn't helpful at all. I had to reach out multiple times to ask what the next step was and multiple times had to wait several days for a response or didn't hear back at all from him. As of XX/XX/2020 I had all my documents including the signed sales contract for my home uploaded or sent in. I indicated to XXXX that I'd like to move forward with closing and lock in the interest rate for that day. For the next 2 weeks I emailed XXXX asking for an update and he told me the processor, XXXX XXXX, would be getting in touch with me. She never did. I followed up with her and still received no response. It wasn't until I emailed another representative, XXXX XXXX, on XX/XX/XXXX that I was notified that she would get everything processed. She indicated a closing date of XX/XX/2020, almost an entire month after my expected closing date. XXXX was as helpful as she could be and I appreciated her stepping in and doing her best to resolve the situation quickly. However XXXX was not at all helpful and I still haven't heard anything from XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63376
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I previously filed bankruptcy, and reaffirmed my mortgage loan through U.S. Bank and kept the mortgage. Now, the bankruptcy case is closed but U.S. Bank is refusing to ever report the loan again, despite a representative from U.S. Bank signing the reaffirmation agreement to keep the loan, which officially REMOVED the account from bankruptcy and the bankruptcy case being closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 724XX
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2020 I made an online purchase for {$17.00} from XXXX XXXX XXXX. The telephone number is XXXX. When I did not receive the item about a month later I called and the phone number is disconnected. I can not find the company. My complaint is against US Bank XXXX. I called to dispute the charge and originally they took it off while they investigated. This was in XXXX. Then on XX/XX/2020 they re-charged it and I got a letter saying I agreed to the charge. THAT IS FALSE - I NEVER AGREED TO IT BECAUSE I NEVER GOT THE MERCHANDISE AND THE COMPANY DOESN'T APPEAR TO EXIST. I also had another charge that was fraudulent and apparently they determined that this wasn't fraud because I ordered it. BUT I said I wanted to dispute it. I have called numerous times and I keep being told that is it being investigated and a supervisor will call me back - NO ONE CALLS ME. They also say they can not take it off my charge because they took it off once. This has been going on since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Oh boy, where to start. Initially, my husband and I realized credit fraud had happened when I tried to co-sign on a loan application with my son. I was turned down based on my credit report that showed a credit card had been opened in my name with US Bank, I believe in XXXX, 2019, with a charge and balance of {$13000.00}. ( I am not certain if this was a single charge or multiple charges ). The card appears to have been issued by XXXX XXXX, but again, I am not certain how XXXX fits into this complaint. Unfortunately, I do not have exact dates or the number of times I attempted to call the different agencies or businesses involved, but to give you an idea of the madness, I have literally written down 15 different phone numbers to the four primary players ( XXXX, XXXX, XXXX and US Bank ) I was given to try and resolve this issue. Online websites to these four provided even more numbers. At one point I was told by US Bank to call the collection agency because the matter had been turned over to them adding a fifth company. The collection agency was much more helpful and cooperative than US Bank has ever been but was essentially told that I needed to resolve this with US Bank. But US Bank does not seem to care. When you think about it, I am not only trying to restore my credit but help the bank recover $ 13k dollars and at least try and prosecute the perpetrator so he/she will not continue their evil ways. Part of my problem in getting this resolved is that I work full-time and do not have the time at work to resolve the issue especially in dealing with this extremely time-consuming bureaucratic nightmare. Also, it has been impossible for me to fully understand the issues and resolve this fraudulent matter myself, so I enlisted my husbands help who in turn has spent countless hours trying to figure out the details. Something so simple has morphed into an endless cycle with " Customer Service '' representatives who have forgotten why they were hired. To resolve the problem, US Bank told us they were available 24-7 so we should contact them during hours when I am not at work. So we called during non-business hours, reported the problem and asked US Bank to please allow my husband to be added and authorized to represent myself because I not only trusted him in such matters but knew that I did not have the time or patience to resolve this on my own especially given the absurd run-around primarily by US Bank. It is worth noting that on one of many conversations with US Bank, we were told that they would be sending out some sort of paper work to further identify the charges and I supposed to be a form we could fill out to file an official complaint and inquiry and add my husband as an authorized agent on my behalf. Never received anything. More than two weeks later, my husband called US Bank again. The Customer Service agent told my husband they would have to speak to my wife since the account was in her name. After explaining that we had already tried that and were led to believe US Bank had already added my husband as an authorized person when I spoke to them several days prior, my husband continued the dialogue initially in a pleasant but firm manner. The Customer Service agent eventually hung up on my husband. On the 2nd call he was not as courteous and admittedly berated the agent ( after initially trying to cordially explain our problem ) and was hung up on by the Customer Service agent a 2nd time. ( Keep in mind, this is after numerous calls and exchanges with US Bank Customer Service Representatives. Our problem ( both myself and my husband ) is that this account and fraudulent charge had nothing to do with either of us. IT WAS FRAUD and yet we feel we have been treated by US Bank as the criminal, unwilling to offer reasonable help and direction. US Bank and their Customer Service agents have been rude and frankly incompetent to listen and think outside the box of their standard legalistic rules. My husband in trying to resolve this was not requesting any personal information about me, the credit card number or any other information that could have been used against me even if we were not married. He was not asking for anything that could make the situation worse, but desperately tried to make US Bank understand that our attempt to clear up the matter was in ours and US Banks best interest. We simply needed HELP from CUSTOMER SERVICE REPRESENTATIVES to correct a wrong. But because US Bank does not have representatives who have the ability to consider the entirety of each situation on its own merit and could not think out of the box beyond their own inept and limited rules, we continue to struggle to have someone from US Bank act as if they care about FRAUD or anyone else other than the criminals rather than innocent potential customers. We requested many times to escalate this to someone else willing to listen, but their way of handling Customer Service was to hang up. I would like to know how someone can apply for and be issued a credit card so easily. Are there not checks and balances to thoroughly vet and investigate your applicants without a picture or something else proving they are who they say they are? No wonder there is so much FRAUD in the industry. The bottom line is again I need assistance from US Bank to resolve this matter and recommend changes to your policies and perhaps additional training to your " Customer Support '' agents in dealing with FRAUD. A little bit of effort from your investigative FRAUD department may boost your profits by {$13000.00} with maybe 2-3 hours of investigation. Pretty good return I'd say. Please make immediate arrangements to add my husband, XXXX XXXX as my authorized agent in resolving this matter and taking whatever action is necessary to dismiss this charge from your records within 30 days from the date of this notice or I will have no choice but to retain legal counsel and pursue all remedies and recourse as allowed by the governing states and agencies of both Texas and Minnesota. You should be ashamed the way your company has so unwillingly handled and offered Customer Assistance to resolve what should have been a very simple matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75228
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: US Bank failed to refund XXXX in fees and interest to my XXXX XXXX following purchases that were disputed and ultimately refunded by the merchant. US Bank has harrassed me without any legal grounds by sending constant past due notices when US Bank, in fact, owes me money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80247
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Someone opened a US Bank and XXXX XXXX XXXX credit card in my name around the same time. I've contacted both banks to resolve this issue and even sending my ID as proof as I did not open any accounts. Please check the IP Address from where the accounts where opened. I had no access to this cards nor did I have anything mailed to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Elan Credit Union calls me everyday about a XXXX debt on a closed Credit card that was used for fraud under my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This account has a number of concerns that have been presented yet not handled. I received a condescending response to my concerns from XXXX no last name disclosed with the office of the president which I hope is not true because the level of service provided here and lack of decorum was so bad I had to write a cease and desist that he continued to violate. Now getting to the actual concerns I initially advised that this account was said to have been XXXX out in late XX/XX/XXXX despite having two separate conversations and call logs reflecting as such US Bank claims it never happened Im imagined it. I was disputing the amount owed they said they place an active dispute on file and escalated and I was not responsible for the dispute balance but keep in mind interest would XXXX XXXX continued to accrue on the account during the dispute process. The other reports past due 30 days again we go back on the round and round. After being psssd around from rep to rep supervisor to supervisor each of which offering different information none of the information aligning with the other they put the account on a 2 month billing cycle extension for Covid 19 as part of their disaster assistance for consumers that also does not Happen and I get two additional reporting making it 90 days past due. The account was paid off in full at the end of XXXX within the 90 days and physically cleared my bank account onXX/XX/XXXX. The company has been furnished with proof of such and acknowledged such yet no amended has been made to any of the above least of all XXXX. During my initial dispute process XXXX was also added as past due on my credit profile. A copy of my credit profile, payment receipt were sent in verifying the information of such. I was called a liar in a lot of non so round about ways by this XXXX at the Office of The President claiming my disputes and allegations that contact was made never transpired. I advised because o felt as though I had exhausted every reasonable recourse as a consumer if I could not get the proper correction I would have no other direction but to seek legal remedy. XXXX takes little regards in any concerns and just reminds me of the arbitration process and gives a number. Keep in mind I am not a customer of 6 months that was late three out of 6 months. I am a customer of 7 years that has never once been 30 days late. Ive never not communicated despite having been called a liar multiple times indirectly by XXXX which is started to become slander I have furnished the credit reporting that shows the account was in fact reporting late for XXXX and amended at US Banks request though XXXX states it was not. My allegations do to speak that calls were made and not properly notated is verified by extension calls logs and multiple witnesses the callback from the Supervisor advising the account was in fact on extension for XXXX and XXXX was on speakerphone with colleagues. Additionally the account was paid off completely in XXXX just to be done with the account altogether because of the terrible service so clear there was XXXX financial issues preventing me to pay I continuously advised my ongoing dispute and when I paid on a recorded line US Bank I again stated I 100 % dispute the validity of this remaining balance and request monies paid be returned upon conclusion of my disputes. After 7 years I can assure you I didnt start being late not only to pay everything off completely in the same month you XXXX are alleging I am 90-120 days late. NO Not happening what in fact happened is that your company failed to process the extension as promised, you are relying upon notes that may or may not have been input correctly based upon your own correspondences alone you are not reflecting 13 calls, any letters once so ever. You also called me 3 times in the month of XXXX alone reconfirming each time that the account was absolutely in extension with XXXX payment due. Your response is that you verified multiple times with my prior responses what you did was resend me the same condescending correspondence you sent the first time with little regard to customer service or actual proper service. You took a baseline overview and your position towards a customer regardless of their circumstance was honestly terrible. I paid this account in full during a pandemic during a time which your company stated it was extended and was failed to be so this notion that the information reported to the credit bureaus is accurate is completely false and could not be further from the truth. The service was so bad during service with you and after that I even said I would be willing to forego 6+ years of positive history just to be done with US Bank completely and you couldnt even do that. The FCRA does not require you to report any any means it only requires that any information be reported be 100 % accurate in which despite your allegations and assertions is 100 % not so again it was disputed for XXXX and XX/XX/XXXX no payment said to have been due XXXX and XXXX were extended for Covid and failed to be applied also have multiple inbound and outbound call logs that you claim never took place that I will include my case if you continue to fail to just do the right thing. Additionally you have many instances of the same circumstance online so clearly its a routine problem. Whats more likely that somewhere in the chaos and communicating with over 8 different reps during a pandemic that someone made a mistake which is ok as long as you own it and make it right or that a customer that has over 6 years of positive history whom is capable of paying off the entire account right then and there just miraculous shifted course and became 90-120 days out of nowhere with no worries in the world except the opposite is true Ive communicated so much prior to during and after it almost completely eliminates any margin of error on my part to be considered because I clearly care very much and this is honestly insane and highly disappointing. I can honestly say I am done with all things US Bank as a result of this if this is not rectified. This is terrible!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I am a very good long time customer who has had numerous car loans, credit cards, and a personal loan with US Bank. Initially when covid started they denied deffering any payments, then offered it after a complaint, now they are back to not offering any relief for people like myself who is impacted as a XXXX. I called on XXXX spoke to XXXX and she said they are not offering more extensions and not offering to help anyone. US bank is a very large dominant bank and not helping people impacted. Other major banks have extended their Covid relief program but USbank continue to not be cooperative. They continue to charge interest on my credit cards and negatively report to the credit agencies that I am over the credit limit. This is unfair practice. I have attached the screen shots showing that they offer assistance, then when you click on it, it says you maxed out, and call in, when you call in then they straight out deny.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94583
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my existing mortgage with a separate bank. Upon closing with my new bank, I paid my loan in full at US Bank and Mortgage. Nearly four weeks later, they sent me an escrow check with my remaining escrow balance. However, on the balance I noticed they retained approximately {$240.00} to pay mortgage insurance! Why would they keep {$240.00} to pay mortgage insurance on a mortgage that I have just paid off. More troubling, is that this was done with no explanation whatsoever. I had to comb oover my statement to uncover the discrepancy. Upon calling US Bank, they informed me that I am paying for previous months and because I paid closed on XX/XX/XXXX, I am required to pay for the entire month of XXXX. This makes no sense, particularly where my mortgage insurance was not paid from my Escrow account on the first or 2nd of the month. This might seem like a small amount of money but {$240.00} goes a long way in my house and for my family. At a time where money is tight during the pandemic, I find this conduct egregious and I can't even imagine how many other consumers are subject to this type of predatory behavior. If my mortgage is discharged, I should be getting my ENTIRE ESCROW BALANCE returned. US BANK should not be allowed to retain money to make future mortgage insurance payments on a discharged mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01876
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A