Date Received: 2020-06-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Before COVID-19 hit CO too hard, my husband and I called our mortgage lender ( US Bank ) to find out if they had any programs in case we ended up needing one. We just wanted to know what our options were and said we would call back if we wanted to pursue one. A few days later we received a letter from US Bank ( dated XX/XX/2020 ) informing us our mortgage had been placed on a forbearance until XXXX and they would be reporting to the Credit Bureaus. We did not consent to this forbearance and did not want it. We immediately called US Bank and asked to be removed. They required that we write them a letter and send it to them ( via email ), which we did ( sent XX/XX/2020 ). They received and processed the letter, yet failed to remove us from the forbearance. We continued to pay our mortgage on time as originally agreed, and had to do so manually as they disabled our auto-pay due to the forbearance status. Thereafter, my credit score dropped 100 points due to a remark on my credit report from US Bank because of this forbearance. After a great deal of hassle, US Bank claims they have removed us from the forbearance and submitted credit corrections. XXXX updated my score ( increased 102 points overnight ), but XXXX did not. ( I do not have quick access to XXXX score ). I have checked again today, XX/XX/XXXX, and my credit score on XXXX has once again dropped 102 points due to a US Bank Mortgage remark. My husband 's credit has been negatively affected as well. As a result of my credit plummeting due to their carelessness, we have been unable to even consider a refinance ( currently very low rates and wanting to get away from US Bank ), purchase a new vehicle, or seek any new credit. I am waiting for a comprehensive list of documents and call records from US Bank, which I highly doubt I will receive without your help, or without a subpoena if it comes to that. My husband and I pay very close attention to our accounts and to our credit so we were able to catch this early ( still been going on for months ), but I fear for how many people this has happened to who haven't been paying as close attention and what damage this could do to someone's credit, especially with autopay being disabled and the bank making decisions on behalf of people without their knowledge or consent. Even more upsetting, this is happening at a time when we are all financially vulnerable due to COVID-19. We have no recourse but to hope the bank follows the rules ( which they have already failed to do ), and to seek help from our AG ( complaint filed ) and CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: We XXXX a XXXX and as of XX/XX/XXXX of this year we were forced to close down due to the COVID-19 pandemic. We had attempted to provide take out and delivery and it was no success at all. We have had no income for 3 months. We have two business credit cards with US Bank and have requested a deferral for the three months we have been closed down. We called and finally reached someone to speak to on XX/XX/XXXX. Before that time the hold times were beyond 45 minutes and we could not reach a live person. When we spoke on XX/XX/XXXX the operator stated she would defer until XX/XX/XXXX. When we called today to discuss the account, we were told it was 78 days in arrears and they would not work with us because the payments were late. They have no programs for deferment. We have a history of paying on time that lasted more than 8 years. All we are asking for is a three month deferment and to take back the negative report on the credit record. We are opening the XXXX on the XXXX of this month. After a couple of weeks we should be back on our feet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43130
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: On XX/XX/2020 I called Kroger XXXX, XXXX, XXXX credit card company and requested to have my credit card deferred. At that time, I was told my card would be deferred for 3 months with no interest or fees. I received my first bill after my request was made and I was surprised to find an interest charge for {$23.00} had been applied on my statement. Shortly thereafter I phoned the company and spoke with XXXX after explaining I was transferred to the supervisor XXXX who then told me I would be receiving a call from XXXX ID # XXXX. I received the call on Tuesday XX/XX/2020. She told me that her company had a different definition for deferring credit cards. Please tell me sir how can a company create their own definition for a word to suit the company? I understand the difference is the following : DEFERMENT vs. FORBEARANCE Credit card deferment describes a situation where you are able to skip your payments for a limited time, yet interest does not accrue on your balances. Credit card forbearance, on the other hand, describes a situation where you are able to skip payments on your credit card for a limited time, yet interest does accrue. Therefore, I feel as if I have been misled and the company refuse to acknowledge this fact. I would like this matter reviewed and corrected. I can be reached at ( XXXX ) XXXX or email me at ( XXXX ) I appreciate any help you can offer, thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I received a US Bank Reliacard in the mail XX/XX/2020. I did not ask for it, I can not make it work. I think the us government is sending me money via this card, and I am unable to access the funds, and unable to obtain a balance on the card. I tried two different phone numbers, and they are too busy to speak with me, so I am unable to solve the problem thru US Bank. the numbers I tried are XXXX and XXXX. So I think my US Bank funds are held up in limbo. Can you contact them and have them contact me so I can use the card and obtain my funds? thanks XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 814XX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I completed a transaction for {$260.00} for the Nevada DMV with my debit card. That day the transaction was posted on my account right away as pending. That night when I checked my account after XXXX that transaction disappeared from the transactions, It was not there not even as pending anymore so I think that the transaction was canceled or voided from the DMV and I transferred XXXX from account ending in XXXX to my other checking account with USBank ending in XXXX ( money never was moved out of the bank ) then that day in the morning my account was showing DMV transaction posted and account ending in XXXX was negative, USBank charged 4 overdraft fees, USBank do maintenance by midnight with the propose of creating with kind of confusion in customer and charge those overdraft fees. This is completely unfair they had that system issues and I made me confused so I transferred XXXX dollars to my other account and they charged 4 overdraft fees. This is the second time that they do this to me. When the bank system is updating the bank disappear transaction that were pending before and looks like the company canceled the transaction or something. This bank is always like that when system is updating, also I am unemployed and they do this to still money to the customers. But if this complaint does no fix the issue I will proceed with legal complaint in the court since I was informed that US Bank do updates in their system after XXXX XXXX but they never let the customers know or notify the customers in the mobile app.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: US Bank : 3rd complaint : Since opening my personal accounts back up to me last week, I still can not access my online banking or the mobile banking app for my personal accounts on my phone. I was told last week it would be opening this week. I thought I would double check that through the CFPB since you seem to be able to give me more straight forward answers here. Can you please give me a date for when all my personal accounts will open up for regular use which includes online access? 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: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
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 am in receipt of your letter dated XX/XX/2020. The merchants documentation do not show that the vehicle had a non-refundable down payment. It specifically states that deposits on vehicles to hold them so that they can not be sold is not refundable. The down payment was part of the finance deal and was used in order to get a certain interest rate with the financial lender. In addition, I am attempting to get additional documentation for you from XXXX, but I have attached the document showing that XXXX XXXX paid XXXX and purchased back the vehicle in full nullifying the contract and at that time, according to XXXX, they were to return the down payment to us. I have made numerous attempts to contact XXXX XXXX, but they do not respond. The payment from XXXX XXXX to XXXX was on XX/XX/2020. Since XXXX XXXX received the vehicle back, they should of returned the down payment, but it has yet to be received. This is the reason that I am initiating this dispute. Please reprocess the dispute and note that all of the documents that were originally signed are also attached to this letter. Anything additional was forged by XXXX XXXX, or was not provided at the time of the transaction. In addition, XXXX auto neglected to properly disclose on the credit card transaction receipt or anywhere in their showroom that the amount paid on the credit card would not be refundable. Because of these multiple reasons, it is in violation of the Visa Guidelines, and I respectfully request that this go to arbitration or that the case be reopened and the amount refunded back to me directly from Elan Financial in this dispute. Feel free to call me at anytime with any additional questions. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid off 3 credit cards and they were marked as charged off from my credit the lines were closed however they are still marked as current and its hurting my credit. This was in 2017 and they are still on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90032
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: XX/XX/2020. I submitted transfer from one bank, US Bank, to XXXX XXXX. It was around 4. Within 10 minutes of the transfer, I called US Bank and they said they could not cancel it. They told me call XXXX XXXX. I called, they said they couldn't cancel it without the other banks special number. I called back, US Bank said they couldn't help me. I did the same song and dance on Saturday morning to no avail. Then, I waited all day today, Monday to let it fix itself. It didn't. I called US Bank and got 2 other assoicates. Each XXXX. Each uninterested. One was XXXX, her manager was XXXX employee number XXXX. If I call about unemployment benefits, don't have a I don't know or I don't care attitude. Find an answer. If you reference a policy, tell me what it is. Email me what happened. They did nothing. Terrible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made N agreement with us bank card like all other creditors that I was unemployed and I need help and they agreed to allow me to skip the payments of my card till XXXX starting in XXXX and resume on XX/XX/XXXX and they removed all late, so what they did is they diminished my credit limit to a minimum to force the card to be maxed out of limit and when I called them they said that now, that they agreed to remove all late fees but that they never agreed to allow me to skip those 2 months, there for I lose and my credit rating will drop cause it shows one card account that is maxed out when I was under 50 % on my credit line
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78504
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A