Date Received: 2020-06-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying for weeks to lower the credit limit on my HELOC. I want to lower it to {$42000.00}, as I have been trying to refinance my first loan, and lowering my credit limit is a requirement for a subordination agreement by my HELOC lender US Bank. Weeks ago I called and was told a form would be emailed to me in a few days. Nothing ever arrived. The next time I called I was told it would be lowered internally in 3 days. I waited weeks, but nothing ever happened. I then went to my branch and was told I had to call US Bank to get help lowering my credit limit, they could not help me at the branch. Recently, I was told again that it would be lowered internally if I waited a week. I waited more than a week, nothing has happened. I have been trying for over a month to get my credit limit lowered. It should not take weeks and weeks to lower a credit limit on this credit line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: What happened - I have changed my legal name through court order - On XX/XX/2020 I used my new legal name to enrol and was eligible for US Bank 's " Because you've earned it '' program that required identity and credit worthiness check and provide customers with a high credit score benefits, including no maintenance fee for their Gold checking account - US Bank was also offering a sign-up cash bonus for new checking accounts using a special online code. - On the same day, I submitted an application to open a Gold checking account with the sign-up bonus code and using the same personal information vetted earlier. The application was declined due to " problems to verify my identity '' - I then called US Bank and the agent informed me that I should go to a branch to provide more information about my identity so that my application could be approved. - On XX/XX/2020 I went to a branch in XXXX XXXX, California. I explained the situation to the bank teller, I provided my driver 's license, social security number and signed court order. The bank teller took copies of all documents and told me that I'd need to return at a later date, since the branch manager was unavailable. - Some days later, I received a call from the branch manager asking me to bring original documents to the branch so they could open my account. During my visit, the branch manager mentioned that my online application was declined and I should file a new application. However I would not be eligible for the promotional sign-up bonus. - Since I was eligible and wanted the sign-up bonus, the recommendation was to go back home and file another application online. The bank agent at the time suggested filing the application with my former name. - On XX/XX/2020 once again, I checked my eligibility for the " Because you've earned it '' program and since I was still eligible, I filed another Gold checking account application. At this round, I used my former name. This time the application went through without a denial. - After four days without a response, I called US Bank on multiple occasions and learned that my application was " under review ''. - On XX/XX/XXXX, I finally got a denial email stating the bank could not verify my identity and the application was declined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020, {$4500.00} was stolen out of my Fathers savings account which I am a signer on the account. I was notified on XX/XX/2020 by the Branch Manager of the US Bank Branch by telephone that this had occurred. Her name is XXXX, her phone # is XXXX. Also, the police were at this Branch and apprehended the person that stole the money, this person was charged with Identity Theft as it was then discovered that this person had stole my identity. She had an ID with all of my information but the picture on the ID was not mine. I have requested a copy of the police report from XXXX XXXX, Case # XXXX, out of the City of XXXX XXXX, CA. Her phone # is XXXX. I have not received this police report as of today. I have been doing all of the leg work since this happened. I have left several messages for XXXX to call me back to give me a status on this. Ive filled out paperwork requested by the US Bank Branch in XXXX XXXX, SD where I live. There are several US Bank Branches here in XXXX XXXX. One Branch will tell me some information and another Branch will turn around and tell me something different. I have also contacted the US Bank Home Office in XXXX, MN, talked to their fraud department several times, asking when this {$4500.00} will be returned to my Fathers savings account. No one can ever give me an answer. I am becoming extremely frustrated more and more as each week goes by that this money has not been refunded and also not getting either returned calls or solid answers from US Bank. I am also a customer of US Bank.,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 573XX
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I opened a Relia Card when I got it in the mail, thinking it might be the only way to receive unemployment from Maine. When I figured out I was wrong, I tried to call Relia Card or by online close my card. You can't do it online, in fact, my login won't work after I set it up, and it says you have to call, but no matter how many times you do, you can't get a person on the number to do so, and the quality of that waiting call is so XXXX you can't even understand the recorded message very well. I have no way to close this card, and it says I will be fined monthly for inactivity by the paperwork. I don't want this card at all. When the automated voice comes up, too, asking for the account, it asks for dates, which I put in correctly and it just repeats itself over and over claiming I'm entering the wrong numbers or there is no such account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have spoken with many representatives in the escalated department regarding late reports on my credit report. I was told to send a " goodwill letter '' explaining what happened and request a one time deletion. I sent the letter in XXXX. I also spoke with a representative that appeared to suggest or led me to believe paying the account off in full in exchange for the one time deletion. I know this has been done for other U.S bank customers. Why am I any different.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78412
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I contacted my current mortgage company, US Bank, to refinance my home. I completed the process by submitted all supporting documentation ( tax documents, pay stubs, employment history, et ) in a timely fashion. On XX/XX/2020, I paid {$390.00} for the US Bank-selected appraiser to appraise my home ; XX/XX/2020 is the closing date for which I was told to prepare. On XX/XX/2020, I received the appraisal and contacted the Loan Officer and the Loan Processor on XX/XX/2020 asking if I read it correctly because I believe that there was an error. The Loan Processor told me that if I challenged their appraisal, " the only way to dispute the appraisal is for you to provide at least 3 additional MLS listings that have sold in your area in the last 6 months, and write up a detailed explanation of what you feel is inaccurate on the current appraisal. We would submit that information for review but you should know that it is extremely difficult to get a dispute approved. At this time I am needing to know how we are going to proceed so I can get your loan to underwriting, which needs to be done by the end of the week. Please advise as soon as you can if you intend to move forward with a dispute, with the loan as is, or cancel. '' On XX/XX/2020, I provided the following response : " My home has 7 rooms, 4/bed 2/baths, 1,993 gross living area and 2,304 total sq. ft. Site : 6600 sq. ft. According to your appraisal, you selected 2 single story ranch homes in close proximity to my home and one 2 story ranch home. However, your selected two single story homes that have total of 6 rooms and your two story home with 7 rooms. All of your comps have a total of 3 bedrooms. The gross living area of your homes are 1670, 1671 and 2070 sq. ft. respectively. The site of the comps you picked range between 5400 sq. ft. and 5500 sq. ft. My home has 1,993 gross living area and 2304 total sq. ft. My site has 6600 sq. ft. The average Sale Price/Gross living Area of your homes would be approximately {$120.00} per sq. ft. Your suggested Sale Price/Gross living Area for XXXX is {$100.00}, far below all of your single story ranch comps which is approximately {$120.00}. Also, note the difference in lot size. Using your comps, with an average of {$120.00} per sq. ft. would suggest a value of {$230000.00}. If you make a -.4 % adjustment, a {$110.00} Sale Price/Gross Living Area would suggest a value of approximately XXXX " It is important to note that the Loan Processor wrote me back on XX/XX/2020 stating that my argument was compelling but that I must get 3 MSL listings with images and the specified information before my request would be considered. On XX/XX/2020, I sent the Loan Processor the requested information and the original floor plan of my home indicating 4 bedrooms, not 3 and stated, I want to be treated fairly ''. The Loan Processor put me in touch with her Supervisor who contacted me a week ago and I have yet to hear back from anyone. I paid the application fee, submitted a valid complaint, and have not had a timely response nor resolution to my query. I want to be treated fairly and not be cheated out of the value of my home. This is the 2nd time in the last 3-4 years that US Bank has given my problems when I have attempted to refinance my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: XXXX IS TOTALLY DEFRAUDING ME WITH MY CHECKING ACCOUNT. THEY ARE STEALING MY MONEY OUT OF MY ACCOUNT. I CONTACTED THEM TODAY. XX/XX/2020 APPROXIMATELY XXXX XXXX ARIZONA TIME. AND THE LADY WAS ON THE PHONE ASKING ME FOR MY INFORMATION. MY ACCOUNT NUMBER THAT IS : I PROVIDED TO HER ON THE PHONE. AND SHE SAID TO ME ... THE ACCOUNT NUMBER ISN'T WORKING. I SAID, THAT IS MY ACCOUNT NUMBER TO MY CHECKING ACCOUNT WITH " U.S. BANK '' FOR OVER `15 SOME YEARS I WAS BANKING WITH U.S. BANK. THEY ARE STEALING MONEY FROM MY ACCOUNT ... ACCORDING TO DIFFERENT BALANCE SHOWS ON BANK STATEMENT UNSCRUPULOUS DISSEMINATION MY RECORDS SHOWING {$7700.00}. BUT, STATEMENT SENT TO ME SHOWING {$5000.00}. I AM AN ELDERLY SENIOR CITIZEN. THEY ARE DOING THIS TO ME FRAUDULENTLY SCHEMES AND FRAUDULENT ARTIFICE AGAINST ME AND MY HARD WORKS EARNING IN MY LIFE ... .I AM ASKING FOR A STRICT SCRUTINY INVESTIGATION PLEASE. MY DAUGHTER SHE'S A 4 YEARS COLLEGE GRADUATED. IS HELPING ME NOW AND THAN ... BUT SHE'S BUSINE WITH HER JOB AND HER FAMILY FUNCTION. I RESPECT MY DAUGHTER XXXX FOR THAT. SHE'S BUSY WORKING AND TAKECARE OF HER FAMILY. PLUS ; HELPING DAD WITH MY FINANCIAL SITUATION. Because I am getting older and older. But, God will inspired me of BAD THINGS PEOPLE ARE DOING TO ME, TO BE AWARED OF EVERY DAY LIFE ... THANK YOU FOR HELPING ME PUTTING A STRICT SCRUTINY INVESTIGATION TO MY HARD WORKED EARNING U.S. BANK EMPLOYEES ARE TRYING TO ROBBED ME AND MY BANK ACCOUNT. IS A TOTAL LAW VIOLATION. MY ACCOUNT # XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85392
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My husband was furloughed due to the XXXX. As such with being on unemployment we chose to work with our creditors and most all of them suspending payments for 2 to 3 months. US Bank however offered nothing other than waiving the late fee and really isnt any help at all. Now theyve reported us to the credit bureaus Which under the cares act I dont believe theyre allowed to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63122
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My checking account was put on hold around XX/XX/XXXX due to some sort of " suspected fraud ''. I had called us bank about it and after talking to a few bankers they said I had to talk to the electronic fraud person in charge of overseeing my account. After 3 days in a row of trying to contact this person, and leaving him a message, I called again and the banker I talked to said that he still wasn't in and that they would have somebody else look at my account. After being put on hold the person said that my account would be closed and I would receive a check in the mail in 5-7 business days. I asked when they were going to send it and they said right now. Fast forward to XX/XX/XXXX, after waiting for my check in the mail for 12 days I called again and they told me that they never closed my account. After waiting on the phone for like another 2 hours they finally said they would close my account and send me a check in the mail. The problem is it will now be at least 3 weeks total without having access to my money. All of my accounts have now acquired late fees due to the fact that they said they had already sent out my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55414
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice from my mortgage lender XXXX XXXX XXXX XXXX XXXX on XXXX XXXX about new servicer for loan. The notice stated the effective date of XX/XX/XXXX. The last date my current provider would receive mortgage payments was XX/XX/XXXX. I made my XXXX month payment on XXXX XXXX to avoid delay of payment. The US Bank home mortgage now owns loan and has constantly called to inform me the payment is late. On my XXXX statement US Bank stated a late fee may be charged of {$100.00}. When I call US Bank the automated customer service toll number does not accept my social or the account number. Not sure that US Bank has even updated my information in the system correctly. I have called XXXX XXXX three times asking about monies sent to USBank, XXXX XXXX confirmed monies sent US Bank on XX/XX/XXXX via check. In addition XXXX XXXX provided an account history of payments which I emailed to US Bank email address the supervisor provided to me on the call. Today XX/XX/XXXX I called USBank for the 5th or 6th time asking for status of pyments applied. The supervisor XXXX XXXX stated that USBank still had not recived proof of payment so I have re sent the PDF document from XXXX XXXX XXXX with pyments processed. XXXX said they will do another inquiry for the payments and advise. This is the second time that US Bank claims to review the proof of payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A