Date Received: 2020-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The issue is the mortgage company has refused to remove PMI from the loan even though the mortgage balance is below 78 % XXXX as compared to the value when the loan was first obtained.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: ATM didn't return my card back and now is impossible to have a replacement because they are not able to find my data in their system. I helped them with the data in the XXXX portal but it is useless for them and calls never resolve the problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55104
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Over the past 30 days i have called customer service 6 times. First time they answered and assured me they were sending a replacement card. 2 weeks later still no card. I have called 5 times since then and 2 times i was on hold 2+ hours no answer. Other time an hour no answer. I have had 3 deposits on my card and can not accese my cash. Im livid and need my cash. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55404
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/2020, I did a transfer or attempted to transfer {$50.00} from my child support card and it actually went through twice. I entered my XXXX account number but it never let me enter routing. When I called XXXX, they confirmed without routing funds would be returned. Ive tried calling and reached two individuals who said they would refund money back to my card. Never happened and now when i call, i wait on hold for over an hour and they hang up. I need my money bc I am now XXXX and living with friends
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72764
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working on this issue for 7 years, you helped get some records from US Bank however they did not provide some very pertinent records that would corroborate their position that my father requested the XXXX Line of Credit be left open. What the provided CFPB with was the original LOC he signed in XXXX. US Bank did not provide the copy of a signed application for his XXXX LOC to be left open. I asked for a copy of the document. I asked because there was not such a document in his papers, I asked him if he asked for it to be left open and he said paid off. I can no longer ask him because he passed away XX/XX/XXXX at XXXX. The bank agent in Loss Prevention said the account is marked closed in the bank files with his XXXX LOC he opened to pay it off. However, the XXXX LOC was left open and XXXX went out of it and my dad was saddled with this debt by US Bank saying he asked it to be left open. It broke him, he spent his last years broke and paying every dime of his Social security to this unauthorized LOC. I became his care provider and had to pay his bills that he couldn't as well as my own. His SSN was deposited and then automatically debited by US Bank to pay his legitimate XXXX LOC as well as the fraudulent newly created XXXX LOC. He did not sign any application for his XXXX LOC to be left open and he did not get any funds from it. Yet it was debited out of his checking account and supposedly paid to a closed account every month until his death. I asked the XXXX Police Department to file a Fraud charge against US Bank, I have asked Legal Aid to help with this issue. I asked CFPB to get the copies of the original signed documents. You sent me what US Bank provided you but you were given what documents they had, You did not send me a document with my father 's signature asking for the XXXX Line of Credit to be left open after it was paid off in XXXX of XXXX. Please, ask the bank where the application or request is that they debited his account monthly. They did send the payment history for the account but it is based on the XXXX LOC he paid off in XXXX with the LOC he took out to do that exact payoff. Somebody took advantage and exploited an XXXX year old vulnerable senior citizen causing his quality of life to take a downward spiral. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US BANK : I am contacting you again in regards to the same complaint that has now taken a new direction without my awareness and without US Bank attempting to inform me yet again. In my last complaint I sent through cfpb, you instructed me to stay in contact through my branch manager. However, while she helped me keep my personal accounts open at that point in time, apparently as of recently, someone above her over-rode her request and those accounts began closing without me being informed as of yesterday, XXXX. Where in this agreement, https : //www.usbank.com/pdf/Deposit-Account-Agreement.pdf, does it lay out your right to close my accounts? Furthermore, specifically in regards to my personal accounts, under what premise are you closing those after years of low risk activity and good standing? Lastly in regards to the Deposit Account Agreement, I'm not sure I understand the part about arbitration fully in relation to associated costs in the Agreement effective XX/XX/2020. Could you clarify for me? Who pays for arbitration, you or me? Were there any changes to the written agreement after my situation took place, since it went into effect XX/XX/2020, in relation to my situation or is that covered in the agreement as well- If so, could you specifically point it out please? Finally, where have you informed me prior, as the customer having never been in this type of situation before so therefore not knowing how it would go, that I can not speak directly with those at US Bank making decisions regarding my account? Where do you inform me that I can not speak with anyone about the measures taken to determine there was fraud on my account, leading to your final decision? Your calls are monitored and recorded, right? So, you should have on record, me contacting the bank about this deposit before scheduling transfers. How is the bank able to ignore my safety precautions, security checks, and attempts to make decisions in accordance to maintain good standing with the bank? A relationship does not work if one party tries to explain the situation ( me ) and seek advice on what to do at this point in time ( from you ) to be told one thing ( from you ), to act in accordance with the advice, ( me ) to then have the opposite outcome ( from you ) from what was advised take place. You is the US Bank representative I spoke with that day. In other words, you can not operate successfully or maintain relations when you say one thing and do another. The bank could have easily put themselves in a no risk position by properly handing my phone call that day, but they didn't. I want to know how the bank is able to put this all off on me, when as I see it, I did my part. I am seeking answers to all my questions. They are not rhetorical. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I purchased a used XXXX XXXX XXXX from an out-of-state dealership ( XXXX XXXX in XXXX UT ) on XXXX XX/XX/XXXX. The loan was financed through US Bank. On XX/XX/XXXX, I was involved in a accident in which the car was deemed totaled by my insurance company. On XX/XX/XXXX, I sent my insurance company all of the paperwork to finalize the settlement - which would pay off the loan in it's entirety. On XX/XX/XXXX, I was informed by my insurance company that US Bank would not issue a " Letter of Guarantee '' ( allowing the loan payoff ) as US Bank required a perfected title from the dealership. During a subsequent call to US Bank I was led to believe that they had been in contact with the dealership in order to expedite the process. However, on XX/XX/XXXX, another US Bank representative stated that they have not contacted the dealership and that they had no intention of contacting the dealership as this " wasn't their process ''. I have had issues with the dealership with post-sales issues and now they are not responding to my calls. My issue and complaint is the US Bank has notified me that the loan will continue to accrue interest and I will continue to be responsible for payments until the loan is paid off. This seems unreasonable as all parties understand and acknowledge that the vehicle is totaled and is pending a full payoff. US Bank has notified me that I will be responsible for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83642
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: On XX/XX/2020 between XXXX XXXX and XXXX XXXX a female customer service person I spoke to assured me that she could overnight a reliacard to a physical address that was not in their system. Please listen to the recorded phone conversation. I gave her my physical address even though I have a P.O. Box listed as my address, and she repeated my address, and then she stated that she submitted my card request and the cost would be {$15.00}. There is more, but please listen to the recorded phone conversation. Something was bothering me about that call since I had to fax my P.O. Box address to Relia on XX/XX/2020. I tried all day to reach customer service a Relia, and finally, I got through between XXXX XXXX - XXXX XXXX. This time a man ( Reliacard customer service rep. ), answered the phone, and I asked him to give me the tracking number for the overnight reliacard I was expecting on XX/XX/2020. Keep in mind, that I have not received funds for 7 weeks. The male customer service rep gave me a tracking number of XXXXXXXX and told me the card would arrive on XXXX/XXXX/200 via XXXX. I also verified the tracking number with the male customer service rep. and he told me the tracking number was correct. Please listen to the recorded customer service phone number. That means in on day on XX/XX/2020 to separate customer service representatives deliberately lied to me about where they could overnight the card, and later I received a false XXXX tracking number. Why? I need the PUA money that is piling up on the card, and thousands of other people need the PUA money to take care of their bills and families. Why are Relicard customer service reps lying to people in need about the money we are entitled to during this pandemic? The female customer service rep I spoke to this morning ( Pennsylvania time ) overnighted my card to a P.O. Box that I am now told I probably will not receive because Relicard/Card Services don't overnight cards to P.O. Boxes. I don't know when I will receive the card with almost 8 weeks PUA benefits on it, but two people have deliberately interfered with the timely process of my receiving financial assistance. Please help. I spent all day yesterday and today trying to get through to customer service only to receive made-up information. Tampering with or delaying individuals from receiving Pandamic benefits should be a crime. Thank you, Chrys ( Customer Service Rep. ) for your assistance in getting to the truth, checking notes, and trying to find out where my card sent this morning at the hands of the female rep. I hope my card does arrive at my P.O. Box tomorrow even though you stated and a another rep. yesterday said Relia card does not overnight to P.O. Boxes. If the card doesn't arrive tomorrow I will look for in 7 - 10 days. I need the card to come tomorrow. Please investigate these two customer service representatives at U.S Bank Relicard and listen to the recorded customer service calls on XX/XX/2020. Tampering with PUA benefits ... This should not be happening! Please email me with the results. Thank you, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On XX/XX/2020 I received mail from US bank/XXXX with a debt card produced in my name. I did not apply or this card nor did I request any information for this service. Fraudulently this card was generated without my approval. Section # 2 didn't offer the option to list a debt card was generated without my approval.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX I emailed XXXX, XXXX XXXX requesting her to close my checking account application. Now I have negative balance {$4.00} and my account still isn't closed. I want my account fully closed. The account rep was very deceptive and I didn't think USBANK operatives this way. I always heard great things about USBANK
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97045
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A