Date Received: 2020-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: SUMMARY : DELAYS IN PROCESSING MORTGAGE LOAN TO OBTAIN SAFE HOUSING FOR MEDICAL REASONS PURCHASE AGREEMENT MADE ON XX/XX/XXXX CLOSING DATE SET XX/XX/XXXX XX/XX/XXXX US BANK NATIONAL RECOMMENDED TRANSFERRING TO A LOCAL LENDER BECAUSE OF DELAYS IN THEIR PROCESSING RELATED TO COVID 19 AND STATED THAT THE APPRAISAL HAD YET TO BE ORDERED AFTER GETTING A LOAN ESTIMATE FROM A LOCAL LENDER US BANK CHARGED AN APPLICATION FEE ON XX/XX/XXXX XX/XX/XXXX TALKED WITH A LOCAL US BANK REPRESENTATIVE WHOM SAID THEY CAN TRANSFER THE LOAN LOCALLY SINCE I HAVE BEEN CHARGED ALREADY BY US BANK NATIONAL AND THAT THERE SHOULD BE NO PROBLEM WITH CLOSING BY XX/XX/XXXX EXTENDED THE CLOSING DATE TO XX/XX/XXXX CONTACTED THE LOCAL US BANK REP ON XX/XX/XXXX TO CHECK ON THE STATUS-TOLD THAT THE OWNERS AGENT HAS DROPPED THE BALL ON GETTING THE APPRAISAL OWNERS AGENT INFORMED ME THAT THERE IS CURRENTLY NO APPRAISAL ORDERED AND THAT IT HAS BEEN CANCELLED TWICE TO DATE BY US BANK APPRAISAL ORDERED LATER THAT DAY XXXX-APPRAISAL DATE SET FOR XX/XX/XXXX DUE TO THE HIGH DEMAND AND LIMITED APPRAISER POOL THAT US BANKS APPRAISAL MANAGEMENT COMPANY HAS IN THE AREA ( 1 APPRAISER ) EXTENDED THE CLOSING DATE TO XX/XX/XXXX XX/XX/XXXX I EMAILED THE LOAN TEAM TO CHECK ON THE STATUS OF MY LOAN ( STILL YET TO SEE ), RATE LOCK AND APPRAISAL CONFIRMATION. INFORMED THAT THE LOAN DOCS ARE IN THE PORTAL ( STILL NO LINK SENT TO ME ) RATE LOCKED ON XX/XX/XXXX AND APPRAISAL CONFIRMED FOR XX/XX/XXXX ON XX/XX/XXXX I REQUESTED THAT ANY LAWS BE UTILIZED TO TIMELY PROCESS MY LOAN AND ALSO ASKED FOR THE OPTION OF A DESKTOP APPRAISAL PURSUANT TO CURRENT LAWS XX/XX/XXXX I REQUESTED THAT THE APPRAISAL BE DEFERRED USING CURRENT LAW ON XX/XX/XXXX THE REGIONAL MANAGER SET CLEAR EXPECTATIONS OF THE LOAN NOW CLOSING ON XX/XX/XXXX WITH NO REGARD FOR THE APPRAISAL MODIFICATION RULES ENACTED DUE TO COVID 19 XX/XX/XXXX VARIOUS COVID 19 SYMPTOMS OVER THE PAST WEEK WITH SERIOUS SHORTNESS OF BREATH-WENT TO THE XXXX XXXX AND TESTED WITH RESULTS PENDING BUT A HIGH LIKELIHOOD DUE TO MY MEDICAL HISTORY AND LIVING CONDITIONS-CURRENTLY XXXX, UNABLE TO WORK AND QUARANTINED XX/XX/XXXX NO LOAN ESTIMATE PROVIDED TO DATE-NO CONFIRMATION OF THE APPLICABILITY OF THE CURRENT COVID 19 APPRAISAL INTERIM FINAL RULES
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 976XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan through USBANK requires flood insurance which is provided by my Homeowners Association. This year they are not accepting it and have purchased a flood policy with me as borrower and have added it to my mortgage payment. My HOA has tried numerous times as I have to get help on the phone and there is no agent qualified to help. I have had this loan since XXXX of XXXX and no late payments. All these years they have accepted by flood insurance. The first installment added is {$530.00} until I " catch up '' and they have the policy adding {$220.00} per month through XXXX of XXXX. When I called the agent was recommending to take mortgage assistance until this is resolved, but I do not need this product. I am hoping during COVID-19 they are not trying to pressure borrowers to get products not needed then adding things like insurance as a scare tactic to make more money. USBANK will not allow me to make my normal mortgage payment and if I do it will be considered late which will affect my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95116
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
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 applied for a credit card through XXXX, serviced by USBank. I was approved for the credit card, but it never came in the mail. Then I got a bill for charges made with the card. I filed a fraud claim for all charges on the card, considering I could not have made any purchases with the card because it never came. The initial claim was on XX/XX/2020. I was assured the charges would be removed from my account, and I also closed the account. Starting in XXXX, I have received weekly emails about past due bills on the card. I have called USBank weekly trying to get them to remove the charges. The charges still have not been removed despite my weekly calling USBank and them assuring me it would be taken care of. The amount I am being held responsible for is {$44.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I received my PIN for myreliacard to receive unemployment benefits on XX/XX/2020. Ive yet to receive the actual card and its been three months. Ive called the hotline and sat on hold for over two hours countless times. I called department of labor and they said they could not help me I had to contact the card company directly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
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: Dear U.S Bank Executive Officer : Please allow me to present my experience with your U.S Bank banking institution when I called your phone bank weeks ago. In that call one of your bankers kindly submitted on my behalf three detailed disputes of 3 transactions. two of those transactions were charged to my debit card ending in XXXX on XX/XX/2020 and they are the subject of this complaint which resulted after The Bank did is believed to not treating my disputes with due diligence, disregarded the supplemental or additional information that I sent via email to the bank and/or discriminated against my person in processing the disputes ... ... ... ... ... ... ... ... ... ... .. ... ... ... ... ... 1-The two disputed transaction were charged by the same merchant ( name on the disputes records ) for the amounts of {$65.00} ( U.S Bank claim number XXXX ) and {$63.00} ( U.S Bank claim number XXXX ) .. ... ... ... ... ... ... .. ... ... ... ... ... The two charges were for two orders of the same product and quantity.the difference in paid price were due to taxes, since one order went to virginia and the other to Arizona household. ... ... ... ... ... ... .... Each of those disputed amounts was the payment for 6 bottles of XXXX foam hands sanitizer. The merchant advertised the product with this description : XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), Clear, Unscented, 1.2 L Cassette for Electronic Dispenser, 6 / Case ... ... ... ... ... ... We called merchant and let them know that in the two orders We received two bottles only not the 6 we paid for in each order. They were missing 4 bottles in each of the two orders. Total of 8 bottles were missing and we requested that the merchant ship them. ... ... ... .the merchant and I agreed to the resolution suggested by the merchant. The merchant promised to refund the two amounts back to original methods of payments if the two orders. The same method which was my U. S Bank debit card ending in XXXX expected credits of the full two amounts within a specific time limit ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... 3-the Merchant failed to refund those amounts ... .. ... ... So I submitted the above two referenced disputes timely and i fulfilled my obligation timely despite the received letter from U.S bank came very late. It was Saturday. In that letter, The U.S Bank claim department requested from me to send claims related information and required that my response with information must be received too soon on Monday that comes right two days after that Saturday ... ... .. .... ... .. ... ... ... .... is it fair From U.S Bank to require additional information information that was already submitted and requiring that it should to be delivered to this bank in less than 3 days? Knowing two of those 3 days were Saturday and Sunday? ... ... ... ... I believe that was unfair and discriminatory service from some bankers in your U.S Bank claim department ... .... In that weekend, I found out U.S bank email contact information in the online website as shown in one of the attached factual files of this complaint. Dear U.S Bank Executive Officer : Please allow me to present my experience with your U.S Bank banking institution when I called your phone bank weeks ago. In that call one of your bankers kindly submitted on my behalf three detailed disputes of 3 transactions. two of those transactions were charged to my debit card ending in XXXX on XX/XX/2020 and they are the subject of this complaint which resulted after The Bank did is believed to not treating my disputes with due diligence, disregarded the supplemental or additional information that I sent via email to the bank and/or discriminated against my person in processing the disputes ... ... ... ... ... ... ... ... ... ... .. ... ... ... ... ... 1-The two disputed transaction were charged by the same merchant ( name on the disputes records ) for the amounts of {$65.00} ( U.S Bank claim number XXXX ) and {$63.00} ( U.S Bank claim number XXXX ) .. ... ... ... ... ... ... .. ... ... ... ... ... The two charges were for the same product and quantity and the difference in paid price were due to taxes since one order went to virginia and the other to Arizona. ... ... ... ... ... ... .... Each of those amount was for 6 bottles of XXXX foam hands sanitizer. The merchant advertised the product with this description : XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), Clear, Unscented, 1.2 L Cassette for Electronic Dispenser, 6 / Case ... ... ... ... ... ... We called merchant and let them know that in the two orders We received two bottles only not the 6 we paid for in each order. They were missing 4 bottles in each of the two orders. Total of 8 bottles were missing and we requested that the merchant ship them. ... ... ... .the merchant and I agreed to the resolution suggested by the merchant. The merchant promised to refund the two amounts back to original methods of payments if the two orders. The same method which was my U. S Bank debit card ending in XXXX expected credits of the full two amounts within a specific time limit ... ... ... ... ... ... XXXX.2-The merchant promised to refund the two amounts back to original method of payment which was my U. S Bank debit card ending in XXXX within a specific time limits ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... 3-the Merchant failed to refund those amounts ... .. ... ... So I submitted the above two referenced disputes timely and i fulfilled my obligation timely despite the received letter from U.S bank came very late. It was Saturday. In that letter, The U.S Bank claim department requested from me to send claims related information and required that my response with claims supporting information must be received by them too soon on Monday that comes right two days after that Saturday ... ... .. .... ... .. ... ... ... .... is it fair From U.S Bank to require additional information information that was already submitted and requiring that it should to be delivered to this bank in less than 3 days? Knowing two of those 3 days were Saturday and Sunday? ... ... ... ... I believe that was unfair and discriminatory service from some bankers in your U.S Bank claim department ... .... ... ... ... 4-In that weekend, I found a U.S Bank email contact information in the banks online website as shown in one of the attached factual files of this complaint. 5-I submitted and via email the two claims supporting additional information. I submitted a copy of the merchant written conversation with me promising the refund of the two disputed amounts to original methods of payments of the two disputed amounts or transactions. I attached invoice showing the amounts paid and for how much quantity of the bottles. 6-strangely U.S Bank forced debited the two disputed amounts again against my funds after weeks the bank credited them back to my U.S Bank checking account linked to debit card ending in XXXX. 7- U.S Bank claimed that no additional information supporting my claim was sent to them. One of The attached claims-factual files proved that U.S Bank received the additional information supporting my claims and timely via email the option that was available and met the U.S Bank unfair deadline.. ... ... ....,,,,, 8- what else those do they wanted from me? Those involved in handling the two claims within U.S Bank should now correct their mistake in a way that additionally to the refund, it shall remedy fully the damages caused against me from their handling of the claims. 9- U.S Bank by taking away from my funds the total of the two amounts, it caused damages against me in these tough times of Covid-19 pandemic. For instances but not limited to : U.S bank depleted my checking account, caused my very important purchases made before XXXX XXXX to be declined ... ..etc 10- Dear U.S Bank Executive Officer , it us unfortunate that your bankers forced me to bring the issues complained about herein. I Called your phone bank and they wanted to create new disputes without other option. The creation of new disputes would be a terrible things to force me to do. Why? Because the 60 days deadline showing in statements as requirement to dispute any transaction would be passed and automatically the results would be negative and would deepen the differences and cause me more harms. Without waiving my rights, PleaSe do the right thing to resolve the matters.until then more declines, more damages would be suffered by me from you. there are few more purchases made before XXXX XXXX from the same merchant who will attempt getting paid from my U.S Bank account when the order/s of purchase ready to ship to me. I either took or will take other legitimate actions to protect my rights following role of law. Also, please note that other files of facts supporting my claims are privileged and might be used by my person if necessary in any event. All stated herein is made to the best of my current states belief, knowledge and understanding and it is all subject to any Correction or change of any kind at any time and only by my person and/or my counsel if any and without waiving my rights. Thank you for your time and i would appreciate your consideration of all the circumstances in resolving the issues which shall be in my favor and any resolution must get my acceptance to avoid extending the issues or matters or escalating the complaint more than this level. To contact me Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I've sent the following message to U.S. Bank several times about a wire fraud committed almost a year ago and U.S. Bank has not cooperated with my bank ( XXXX XXXX XXXX ) in the investigation efforts. I've even been in touch with XXXX 's executive office to escalate this issue and XXXX persists that U.S. Bank has not responded or cooperated : I am contacting you in hopes of escalating my recall case to reclaim {$12000.00} made in a wire transfer, on XX/XX/2019, from my XXXX XXXX XXXX account to a fraudulent US Bank account. Unfortunately, the reason for the recall is that I've been a victim of a wire scam and possible identity theft. The details of the crime, involving the impersonation of the FBI and local police, are documented in the following ( and attached ) : Police report ( XXXX XXXX Police Department ) : Case # XXXX FBI ( ic3.gov ) : attached FTC : Report # XXXX Consumer Financial Protection Bureau : Complaint # XXXX XXXX XXXX XXXX Recall : Case # XXXX ) This is the fraudulent US Bank account information ( the wire transfer receipt is attached ) : Beneficiary Name : XXXX XXXX XXXX Account Number : XXXX Routing Number : XXXX In my recovery efforts, I contacted XXXX as well as US Bank on the same day of the wire transfer to stop the transfer while it was still pending. US Bank representatives would not speak to me in detail because I am not a customer but did inform me that the recipient account had already been flagged for fraudulent activity and added a note to freeze the wire transfer funds. XXXX opened a recall case ( Case # XXXX ) to reclaim the funds. US Bank responded to XXXX on XX/XX/XXXX requesting a hold harmless letter, which XXXX is in the process of approving right now. XXXX informed me that after the hold harmless letter is sent to US Bank, I would have to wait 30-90 days for US Bank to make a decision on the recall. I trust the integrity of US Bank to not accept wire transfers to a fraudulent account that was already flagged. I hope you can help escalate the recovery of my funds ( {$12000.00} ) as soon as possible. I worry that the longer this process takes, the more time the criminal ( s ) have to move the funds. My case is currently under investigation by the XXXX XXXX Special Victims Unit and if XXXX and US Bank can not help resolve the issue, my next step is to take legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/2020 charged {$29.00} late fee after a representative advised me the company was not charging late fees during the Covid-19 Pandemic. They were also aware I lost my job due to the Covid-19 Pandemic.
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: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Pretty simple. US Bank is representing their Jumbo Mortgage 30 year Fixed Product. 3.5 % and XXXX APR - the same as their conventional product 30 year fixed which is impossible. You can check the website - but also printed it to PDF. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX XXXX XXXX sent {$1900.00} to U.S. bank on behalf of my wife XX/XX/2019 for my credit card. Us bank accepted the {$1900.00} however my account never reflected. Us bank asked us for research multiple times which we provided ( transaction id # account numbers names, everything ). Time and again they can't find the money they accepted, and can not help us. We have been making minimum payments since to avoid credit problems. If the account names and numbers don't match why would they accept it?!?!? Why are they dodging accountability?!?!?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I opened a credit card with Elan Financial in XX/XX/XXXX because of the advertised 2 % cash back on all purchases. Within weeks they cancelled it and refuse to pay the advertised 2 % cash back. They are presently in violation of civil code XXXX and they also failed and refused to send written notice of the cancellation. On XX/XX/XXXX I received a letter ( dated XX/XX/XXXX ) indicating that Elan Financial " believe that you have fallen victim to a credit card scam '' and thus the account has been closed to any further activity. That day ( XX/XX/XXXX ) I called and indicated that there was no fraud, I was not scammed, and I would like my account reactivated. They said it would be reviewed and I would be called with the result. I received no further contact on the issue. I did subsequently receive two things : A statement dated XXXX which I paid in full. A letter ( received XX/XX/XXXX ) indicating that I should call to activate my card. I called ( on XX/XX/XXXX ) and over the course of several torturous hours I was informed of the following : On XX/XX/XXXX the account was reviewed and based on the pattern of spending Elan Financial chose to cancel the account. That decision is final. Furthermore, cash back will not be paid on a closed account. They do not believe that they need to provide written notice of cancellation and they do not believe they have to honor their 2 % cash back offer. I pointed out that this violates California Civil Code - CIV 1747.85 which states : Unless requested by the cardholder, no card issuer shall cancel a credit card without having first given the cardholder 30 days ' written notice of its intention to do so Now, their original XX/XX/XXXX account suspension for fraud is consistent with XXXX. However! There was no fraud and the subsequent cancellation on XX/XX/XXXX for the pattern of spending is in violation of XXXX. Simply put : They have cancelled my card for nebulous and specious reasons which they refuse to put in writing. They will not even put the existence of the XX/XX/XXXX cancellation in writing. Finally, they refuse to pay the 2 % cash back that induced me to open the card in the first place. Their argument : Elan Financial can close the account immediately without written notice regardless of cause. As soon as the cancellation decision was made on XX/XX/XXXX, all unpaid cash back became null and void. My argument : They can not close my account until 30 days after written notice of the XX/XX/XXXX decision per XXXX. Within that 30 days, I may withdraw my cash back and that is what I am seeking. My 2 %. Note : Please distinguish between the XX/XX/XXXX suspension for fraud and the XX/XX/XXXX cancellation for pattern of spending. One is legal but irrelevant. The other is a gross violation of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33596
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A