Date Received: 2020-07-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have not opted into Over Draft protection at US Bank. The allowed a transaction to come through and charged me a overdraft paid fee. Asked the bank to wave the fee, transferred to a manager Named Mr. XXXX when he got on the phone I heard a one word response of NO before we even started a conversation and they disconnected my call. In XXXX of XXXX XXXX of XXXX and XXXX of XXXX the bank did decline that transaction it's an auto pay but they had declined it at those times. This time they decided they were going to charge me a fee which they would not waive
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44035
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The credit card company ( XXXX ) states they decreased my balance because XXXX, stated " The primary reason provide by XXXX which impacted our decision were : Serious delinquency '' I immediately, checked my XXXX report, and there is NO DELINQUENCIIES. I called XXXX Credit Card company XXXX and XXXX and they stated that XXXX did report the above statement. But XXXX states they did Not report that statement. I received a decrease because XXXX fraudulently stated the above.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
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: Dear US Bank : I am contacting you regarding a 30-day derogatory mark from XX/XX/2020 that appears on my three credit bureaus. I dispute these 30 day lates and demand a full removal of the 30-day late marks based on the enacted Section 4021 of the Coronavirus Aid, Relief, and Economic Security Act ( the CARES Act ) which bars ( and makes illegal ) such a derogatory mark, subject to its terms. The purpose of this letter is to ask that the derogatory mark immediately be reported as current to the three major credit reporting agencies, XXXX, XXXX, and XXXX XXXX so that this matter be resolved amicably and without any court intervention. I thank you for your anticipated cooperation. Prior to the missed payments I attempted to contact US Bank regarding my charge card payments, albeit unsuccessfully due to hold times several hours long. My income has been temporarily negatively impacted by the COVID-19 outbreak, I have experienced severe financial hardship as a result of the economic standstill that our country is going through. Recently, and in response to the COVID-19 outbreak, the CARES Act was signed into law by the President of the United States on Friday XX/XX/2020. The CARES Act modifies the Fair Credit Reporting Act, 15 U.S.C. 1681, et seq. ( the FCRA ) by precluding furnishers of credit information ( which specifically includes all major banks ) from reporting any deferred payments, forbearances, or other missed payments during the covered period. More specifically, Section 4021 ( F ) titled Reporting Information During COVID-19 Pandemic ( the Act ) states : if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ... It is important to note that accommodation is defined broadly in the Act and encompasses any consumer who is affected by the coronavirus pandemic during the covered period. ..if the credit obligation or account was delinquent before the accommodation ..if the consumer brings the credit obligation or account current during the period described in ( aa ), report the credit obligation or account as current. The term covered period means the period beginning on XX/XX/2020 and ending.. 120 days after the date on which the national emergency concerning the novel coronavirus disease ( COVID-19 ) outbreak
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89147
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: US Bank received duplicate payments for a car lease and will not refunded the customer payment. XXXX Per US Bank policy, the pay-off amount must include all monies owed as of the pay-off quote date. Therefore the pay-off quote dated XX/XX/XXXX would also include the XX/XX/XXXX customer payment due of $ XXXX, which US bank received that payment the day after the pay-off quote on XX/XX/XXXX. US bank also accepted the original pay-off quote amount of $ XXXX on XX/XX/XXXX, which was within the quote expiration window of XX/XX/XXXX. As a result, the XX/XX/XXXX payment was payed twice : -Once as a customer payment of $ XXXX on XX/XX/XXXX -Once in the pay-off of $ XXXX -- - Quoted on XX/XX/XXXX, Invoiced on XX/XX/XXXX, Account closed on XX/XX/XXXX Documentation for all of the above transactions was provided to US Bank in XX/XX/XXXX and XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77023
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 my placed an over the phone payment for my home mortgage with US Bank. Unlike previous payments we used my wife 's bank account with XXXX XXXX XXXX. At this time we thought everything was fine as the payment over the phone seemed to be ok on the automated system. On rough ; y XX/XX/XXXX I received a letter from US bank stating that our payment was past due and had been reported to the credit. Upon researching what had occurred we found that due to my wife 's XXXX she had used the wrong number for her account. We have reached out to US bank numerous times and have been told there is nothing they can do to help as it is factual that the payment was late. It was only late due to an error caused by XXXX. This is unfair and punishing us due to my wife 's XXXX. I have been advised by credit repair agencies that mortgage companies can work with people, usually by stating " I you make X number of on time in full payments we will rescind the report '' US bank had refused any such arrangement or other arrangement stating there is nothing that they can do. We are being punished because of my wife 's XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78028
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, our vehicle caught fire and was deemed a total loss. When we informed US Bank of this, we were told that our account would be frozen and that no further information would be reported to the credit bureaus. Our insurance company worked diligently and issued a payment to US Bank in the amount of {$59000.00} on XX/XX/XXXX. US Bank claims they never received this payment so our insurance company reissued a payment on XX/XX/XXXX. During this time frame, my husband and I were in continuous communication with US Bank and gave them updates as we received them. In two separate phone conversations, we were told by a US Bank representative, that US Bank would be the ones to initiate the GAP insurance claim, which would take care of the remaining balance of our loan. It wasn't until mid XX/XX/XXXX that we found out this information was incorrect as we received notice that a late payment had been reported to our credit. When we reached out to US Bank and asked to speak with a manager, we were put in contact with XXXX XXXX - Customer Service Manager. While speaking with Mr. XXXX, we informed him that two separate US Bank representatives had given us incorrect information and we were requesting audio recordings be reviewed and forwarded to us as this was hindering our excellent credit. We informed him that the GAP claim had been initiated by us on XX/XX/XXXX and that we had requested our GAP provider to expedite our claim. He stated that the only thing he could was to initiate an internal investigation into this matter and that US Bank would pull the audio recordings for review. We have several emails to Mr. XXXX asking for updates ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) with little to no response. On XX/XX/XXXX, we received a phone call from US Bank representative XXXX XXXX. This individual works in the banks " charge off '' department. We had informed her that GAP was working on our claim and they were in the final stages of approval. We had sent her an email with documents confirming the GAP was in process and prior email documents with Mr. XXXX. And just like Mr. XXXX, Mrs. XXXX did not respond to our emails. GAP insurance issued payment on XX/XX/XXXX in the amount of {$25000.00}. Again, US Bank claims to have never received this payment so GAP reissued a payment on XX/XX/XXXX. My husband paid to send this check overnight via XXXX so we could ensure that US Bank would receive it as soon as possible. On XX/XX/XXXX, we called US Bank to confirm they received payment, and they did. The gentleman we spoke to in the charge off department stated that the GAP payment would be backdated to XX/XX/XXXX and that the balance on our loan would be around {$82.00} because all of the late payments and interest charges would be cleared out. We are now being told that the balance is around {$1200.00} +/-. So after being in constant communication with US Bank and being given incorrect information from several representatives in multiple phone conversations, here we sit with missed payments and a charge off on our credit report when we clearly had excellent credit to begin with in order for US Bank to give us an almost $ 90k loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Last XXXX, XXXX, we received a letter from US Bank that our loan for a XXXX XXXX XXXX XXXX was paid off. My wife and I had not paid off the loan and spent many hours and phone calls notifying them this was a mistake or fraud. After many hours trying to straighten it out, they said they applied a loan payment to our loan from someone else on accident and that it had been fixed. Turns out it had not been fixed. Recently, XX/XX/XXXX, we decided to sell the trailer. After finding a buyer and taking a deposit to hold the trailer until title release, I took a cashiers check from XXXX XXXX to US bank to pay off the loan. The amount was {$20000.00}. That was on XX/XX/XXXX. They said they could not process the loan payment in branch or enter it into the computer. They gave me a handwritten receipt. After 8 days, the loan had not been paid off and the title had not been released. The branch manager notified me things were taking longer because of Covid issues. On Friday, XX/XX/XXXX, we spoke again and she said that their lean had been released to my wife and I accidentally in XX/XX/XXXX. I did not believe them and was very concerned because of what had taken place in XX/XX/XXXX with the false payment. I called a DMV registration services business and gave them the VIN #. US Bank had given lienholder status to the fraudulent company from the previous year and returned their false payment back to them in addition. We have been making loan payments to US Bank for 9 months and they had turned over lienholder status to a company named XXXX XXXX XXXX somewhere in the east coast back in XX/XX/XXXX. I called them and told them about the mistake but can not get any answers from them at this point. I do not know how to right this ship or get my title from them at this point. Needless to say, I am very angry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92111
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020 we were scammed into transferring {$500.00} from our US Bank savings account to another account via XXXX. Upon realizing we were scammed we called US Bank the next day on XX/XX/2020 to let them know of the scam and reported the case to their fraud investigation team. The person on the phone said they would start an investigation case and would issue a credit of {$500.00} to our account if the case took more than two weeks. The case did take more than two weeks to resolve but no credit was ever issued to our account. We called them again multiple times and were given different answers by the Bank. One time we called and they claimed our case was resolved and that we could not get our {$500.00} back because we transferred the money through XXXX and XXXX does not have a fraud protection program unless we do a police report to catch the scammer and make them pay us back our money. After being told this we called US Bank again to try and get information on the scammers Bank, but then they told us that our case was still pending and not yet closed and contradicted the previous call. We are very confused with how our case was being handled. They then told us that XXXX scams were very common because scammers know it is almost impossible to get your money back if you are scammed through XXXX. We saw that XXXX is officially backed by US Bank and that gave us a sense of comfort that the transaction would be protected by our Bank, when in reality it is not. If the bank knew that XXXX scams were very common and that XXXX does not do much to help secure transactions from fraud then why promote XXXX without a disclaimer? We feel US Bank failed to protect us or warn / notify us of the XXXX service that they promote and back, and were scammed out of {$500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage and home equity line with US Bank. I called to inquire about mortgage forbearance on my mortgage. I was looking at my credit report through XXXX XXXX, they automatically put me on forbearance without my permission. The week of XX/XX/XXXX I spent many hours with US Bank to try and get this resolved. They told me they were going to remove me from forbearance and resolve my credit reporting issue. I received another letter today from US Bank saying they are confirming my request to enter a forbearance plan! I have spoke to so many people and waited on the line for hours and disconnected a few times. I need them to remove both my mortgage and home equity from forbearance and fix my credit report. I have also been making payments and it doesn't look like my payments are being posted to my accounts. My home equity shows I owe 4 months of payments which I have been making. I need to make sure the payments I have been making are being posted and reported correctly. My US Bank mortgage number is XXXX, my home equity is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60076
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
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 disputed a charge ( letter faxed to the credit card company on XX/XX/20 ) from XXXX on my Fidelity Visa account ending with XXXX because I didn't receive the service I purchased as it was described ( an air trip from XXXX XXXX XXXX via XXXX XXXX to XXXX XXXX XXXX XXXX. The changed ticket issued due to XXXX XXXX required travel to a different airport from XXXX ( XXXX in XXXX, NJ ) to change planes which cost us {$300.00} and resulted in over five hours of delay in arrival to the final destination : the arrival time per original ticket was XXXX XXXX, but after the change it was XXXX XXXX. XXXX provided no adequate compensation for these extra costs and change so a billing dispute has been filed. Cardmember Service failed to correctly process the dispute, incorrectly claiming that I received the services represented in the transaction. I faxed them my objection to their decision on XX/XX/20, requesting a partial reversal of the charge to compensate for the issue with the charge that I raised. Cardmember Services failed to respond to fulfill my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77573
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A