Date Received: 2020-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my XX/XX/XXXX. I have paid my mortgage if {$1500.00} Every month, which includes home owners insurance. I added flood insurance shortly after I closed on my home. my mortgage started out with being with XXXX, but shortly after switched to US BANK. My AC went out on Friday XX/XX/XXXX. I had to get a brand new XXXX unit, and that was installed Saturday XX/XX/XXXX. I called my insurance company to see if they would cover, they stated that I have not had insurance since XXXX of this year. They said due to adding floor insurance, there was a difference in pay. Also, they still had XXXX Mortgage as my mortgage company, not US BANK. So my questions were, why wasnt the floor insurance amount added to my payment? Why didnt US BANK notify my insurance company the change in mortgage, and where is my money going that I have been paying for every ruby month? Because the payment hasnt been paid since XXXX, ( XXXX dont know why XXXX, as I added flood insurance Months before that. ) the insurance company will not relapse my policy, and will have to get a brand new one. There has been zero communication from US BANK on this. I have called and spoke to insurance company XXXX XXXX and XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2020 - I was notified by the XXXX XXXX U. S. Bank branch that a woman in XXXX was standing in their branch impersonating me. She stole {$1500.00} from my savings account. The suspect was not stopped by the branch and police were never called by the branch. I live in XXXX. I filed all the necessary fraud paperwork per U. S. Bank rules. I submitted it to their fraud dept and to both my local branch and the branch where the crime occurred. I contact both police depts and filed reports. U. S. Bank is now refusing to give me my money back. I worked so hard to earn my money. How can they victimize me again and steal my money. Is it legal for them to refuse to give me my money? Help me please!!!!! I have bills to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80108
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: US BANK offered us a Mortgage Forbearance for COVID financial issues which they stated we would be on a Forbearance plan and we would be able to add on our 6 months of payments to the end of our mortgage. They never ONCE stated that this would restrict us from being able to refinance. We just contacted XXXX over at XXXX XXXX XXXX XXXX to Refinance our home and take advantage of the new low rates in which case he said we could not refinance because we are on forbearance. This was never shared with us by US BANK and had it been we would have made another decision. We want US BANK to cover the 6 months of our payments that were falsely advertised so we can refinance our home. They sold us something and did not tell us of the consequences.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Today XX/XX/2020 I asked to be included in the hardship repayment program at kroger rewards world mastercard and I was turned down even though I am XXXX and very low income. They said I had to be overdue or negligent to qualify. I try to pay what I can. I do not believe this is fair since I am XXXX and low income.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was told that I didnt have to make any payments during my modification process. However, my credit report was negatively impacted while going through the modification process. I DONT BELIEVE THE COMPANY WAS TRANSPARENT IN THE WAY THEY HANDLE MODIFICATION. If I knew that my credit was not going to be cleared, I would have looked at another route as opposed to a modification that damaged my credit. My credit report was negatively impacted XXXX XX/XX/XXXX -I was assigned a Relationship Manager who was never available and non-responsive. On multiple occasions, I had to reach out to her Manager or a co-worker to try to understand the status of my account and ask questions. Everyone, I spoke with acted as if they were oblivious as to what was going on with my account and I was constantly getting conflicting information. -On XX/XX/XXXX, after extreme frustration and getting conflicting information, I asked for a new Relationship Manager to be assigned to my case. -After making multiple calls, I was told that my loan documents were misplaced. I kept receiving new documents, new mailing labels and no one knew where the documents I submitted were located. This delayed my modification process. I was told by Management that the Company had a new vendor who was responsible for sending out loan documents. I should not be held accountable that the vendor made mistakes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
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: I used SAFEDRY CAPET CLEANER 100 % SATISFACTION GUARANTEE to clean my CARPETS. Charge was to be 'Special 3 room 's {$99.00}. THE CARPETS WERE DIRTIER THE NEXT DAY AND THE CHARGE WAS {$50.00} more than quoted. I called XXXX the manager, he said they would be out to RECLEAN FRI AT XXXX. My yard man XXXX XXXX and I waited from XXXX. No SafeDry RECLEAN PERSON CAME. I CALLED FIDELITY CUSTSERVICE TO DISPUTE They said, CANT, HASNT POSTED NEXT DAY Fidelity : CANT DISPUTE HASNT POSTED STILL PENDING 5TH CALL TO FIDELITY OK DISPUTE FILED, YOU ARE FINE T W O WEEKS LATER AFTER MOVING TO MY SUMMER HOUSE IN OHIO, I RECEIVED A LETTER FROM FIDELITY IT SAID DID NOT MENTION EVER BEFORE FIDELITY SAID XXXX REQUIRES US TO HAVE YOU HIRE ANOTHER CARPET CLEANING COMPANY TO GET ANOTHER ESTIMATE AND SEND IT TO US, FIDELITY I CALL ABOUT THE LETTER, WHICH SAYS THE ESTIMATE IS DUE T O M O R R O W I CAN NOT I AM XXXX MILES AWAY AND WHY DIDNT YOU EVEN MENTION N THIS REQUIREMENT WHEN I FILED THE DISPUTE HE ANSWERED I DONT KNOW, XXXX JUST STARTED REQUIRING THIS NO, THATS A LIE, I CALLED XXXX, THEY SAIDITS A LIE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Someone at US Bank sent me a DEBIT CArd and I do not bank with US BAnk, never requested to open an account, nor plan to open an account with US Bank. Thus, must be fraud as I have zero reason for this account. PLease contact me asap, as I can not get through on the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85020
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage with USBANK, due to COVID 19 my daughter lost her job, she is a co owner of the property. I made contact with USBANK XX/XX/2020, via email, I requested and obtained forbearance but because the household income is less, XX/XX/2020 sent an email requesting a loan modification : ONE to lower the interest rate, TWO remove the PMI, the property has enough equity ( bought for {$250.00} loan down to {$230000.00}, appraised value in XX/XX/2020{$290000.00} ) No response from USBANK, I sent 3 other emails, XX/XX/2020, XX/XX/2020 requesting the same two things, lower rate and no pmi, that will bring the monthly payment from XXXX to XXXX THAT is a LOT of help, I will be able to make the payments with just one income. I got excuses from USBANK, " working from home, short handed, the loan " expert " it is not available, there is a new loan " expert '' working on your case " ... it is XX/XX/2020 ... no activity or help from USBANK. Can you help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We began our refinance process with US Bank on XX/XX/2020. US Bank is also the current servicer of our original loan, so we were refinancing with the same bank, however, throughout the entire process, it became abundantly clear that they have XXXX internal communication. There were constant errors and omissions that would be understandable if different institutions were handing off a loan, but this was all happening within the same bank. Figures changed dozens of times over the several months it took to finally close, we were overcharged for homeowners insurance that was with a company we no longer used, creating its own set of headaches and needing us to seek a refund check, but we finally closed on Friday, XX/XX/2020. Our present concern is that our existing loan payment with US Bank was not due until XX/XX/XXXX. I asked if, since we closed on XX/XX/XXXX, if that payment was still due we were told very clearly, no. It did not need to be paid. Our next payment on the new, refinanced loan, per our First Payment Letter, would be XX/XX/XXXX. However, on XX/XX/XXXX, I received a call from US Bank collections, asking where our payment was for XXXX. We were told we now have a late fee because we never paid. I told this person that we had refinanced the loan a week ago. We were told there were absolutely no records on our loan that it had been refinanced. US Bank has not even paid off the loan ( to themselves ). As far as this " half '' of US Bank is concerned, our old loan is still in full swing and there is no notated intention of our refinance with the " other half, '' despite the hundreds of pages of notarized documents I have that say otherwise. We are now being threatened by their collections unit to pay the amount we owe plus a late fee, or we will have a derogatory mark placed on our credit. We have never had negative credit notes in our entire adult lives, so we take this threat seriously. We have high-800 scores and guard them carefully. We pay everything in full and on-time. The only reason this balance has not been paid is because the loan has been refinanced, and we were told by our US Bank closer not to pay this old balance that would be negated by the payoff. However, it seems US Bank has defrauded us and failed to use that payoff towards our original loan. After we were promised on the XX/XX/XXXX call that they would notate the account as in refinance so that we would not be contacted again about this error, I contacted our closing agent with US Bank. She said the title company had issues wiring the payment and would do so first thing Monday, XX/XX/XXXX and cover all late fees. However, on the afternoon of XX/XX/XXXX, we received yet another call from US Bank, trying to collect our XX/XX/XXXX payment plus late fees. It appears they never notated the account as promised on Friday in the " first half '' of the Bank, never wired the funds on Monday as promised by the " second half '' of the Bank, and still have no idea what either side is doing. US Bank has repeatedly shown gross incompetence throughout this process and is now threatening our credit and to harm us financially. This can not stand. We have taken nearly four months of beatings from them and it has to stop. We kindly ask that our regulators look into this gross misconduct and abuse by a bank that apparently has every intent to defraud customers, or at the very least, can not competently close one of the most common, straightforward loans in US history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75023
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank did not apply my payment of {$2400.00} on XX/XX/19. I paid before XX/XX/19 but was still charged a late fee {$86.00}. My current " amount owed '' does not reflect this payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A