Date Received: 2020-05-08
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: This is a continuation of complaint XXXX. US Bank never responded that they had sent me the title with my name on it without a lien. They claimed the virus was the issue however once again they failed to acknowledge my complaint about the fact that 4 months after paying to loan off, my name was still not on the title. Since US Bank removed my name from the title on XX/XX/2020, the loan releases they supposed sent out in XXXX and XXXX would have done no good since my name was not on the title. I did not receive any correspondence nor phone calls from US Bank up until the first claim was submitted. We are now in the XXXX month and the title is still not in my name. Since CFPB has closed the first complaint without a resolution, I am sending another complaint. Last contact with US Bank was XX/XX/2020 with my request for them to complete the transaction so I can use the truck I paid for in XX/XX/2020. Also, my insurance company was never notified that I had paid off the loan back in XXXX 2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: On or around XX/XX/XXXX I contacted XXXX XXXX XXXX Center in XXXX TN AKA XXXX XXXX XXXX to inquire about a brand new XXXX XXXX boat they had listed for sale After several discussions I selected one, was approved for a loan through US Bank and agreed to move forward with it. Nearly 3 weeks later, XXXX XXXX from the boat center reached out stating we had to buy a service package in order for us to qualify for US Banks 3.99APR buy down program. Under protest, we agreed and added {$3500.00} to our loan to get the rate originally quoted. The contract was signed via scanner as I am out of state. No notary was present. Any notarized signatures are false. On XX/XX/XXXX, the delivery driver dropped off a used boat, not the new one we purchased, and would not allow us to refuse delivery. So I read over the contract and saw the terms were Ohio. So I requested a right of rescission through the boat center, they refused to allow us to cancel the purchase contract. So I called US bank and informed them of the issues and explained I wanted to rescind they noted the account and provided me an address to send my recission. I did. I asked about the buy down rate, and they said that was a false statement its not part of their programs. US Bank knew at this time that false information was used to induce a loan and loan terms and options were violated. US Bank did nothing. The boat center said they could upgrade us. Then we received a contract showing they were not cancelling the other loan but doing a 'trade in ' I expressed concern that this was not ethical. We were not even in possession of the boat to trade in and we were losing money. My credit WAS run again. A new loan was generated but I did not agree to a new loan. When I informed him of that he said then I'd owe for the used boat and they'd make me take possession of it. Under duress and threats I signed because I literally had no option. The old loan they kept the funds from.The profits and commissions. I complained to US bank. They rewrote the contract and said we'd have the same service package ( we were forced to buy ) transferred. I signed. The new boat was delivered XX/XX/XXXX and also had issues. They would not allow us to cancel. I notified US Bank again about the issues. I spoke with the Loss Prevention department and dealer department in addition to my local branch. The fraud is well documented. I called the bank XX/XX/XXXX, XXXX, XXXX, XXXX as well. This entire process was built on false advertising, fraudulent threats, unjust enrichment and illegal sales tactics. I researched and found SO MANY CUSTOMERS have gone through this same situation and US Bank is the lender, it seems the ONLY lender that will work with this company. US Bank has been notified of this companys illegal tactics before my complaints and did nothing to mitigate or prevent harm to me, and other customers. I believe US Bank is facilitating fraud, whether intentionally or not, and I would like the OCC to fully investigate the loans provided to this company. I will gladly attach statements from so many customers who have experienced the same fraud to illustrate how this is not a coincidence, but a pattern of conduct. One that US Bank should have recognized long before now. I would like both loans cancelled without adverse affect to me or my credit. I would like the boat to be returned to the dealer and I would like my {$3500.00} + payments returned to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am XXXX XXXX and own a XXXX XXXX that works in the XXXX XXXX. Since early XXXX of 2020 we have not been able to generate income due to the shut down of large gatherings, and shelter in place order issued by the governor. As many families and small business owners in this position we began looking for ways to cut down on monthly expenses. The biggest of those being our Mortgage with US Bank. On XX/XX/XXXX2020 My wife and I called in to inquire about the forbearance program they were offering to help people with. Throughout my conversation we specifically asked the rep ( XXXX XXXX ) if our credit would be impacted, if we could refinance while in forbearance, and if we would be reported as making payments late. To which she informed us that our credit would NOT be affected, we WOULD be able to refinance while in forbearance, and then we would NOT be reported as missed/late payment on our mortgage. Upon speaking with a lender early the week of XX/XX/XXXX2020 I learned that not only can we NOT refinance while in forbearance, but they need to see 12 months of on time payments after the forbearance ends. Which means we now have to wait an entire year just to refinance. Our interest rate is currently at 5 %. Had we been given the correct information when we first called in we would NOT have chosen to put our mortgage in forbearance. I first reached out to our relationship manager XXXX XXXX ( ext XXXX ) on ( XXXX or XXXX ) via email and phone. I left a voicemail asking him to return my call. When I had not heard back, I called back again on XX/XX/XXXX/2020 and spoke with XXXX XXXX and explained the situation. At first she apologized and simply said she doesn't deal with refinancing and knew nothing of that side. When I pushed the issue a little further saying " if you are helping people with forbearance you should know what happens '' and requested for the bank to reset and re-report as though the forbearance had not happened ( once we pay mays mortgage ), she then spoke to manager for us ( XXXX XXXX ). She informed me that XXXX had agreed to review the recorded call from XX/XX/XXXX20 and then would get back to us. When I had not heard back by end of day, I called back again on XX/XX/XXXX. This time I spoke to XXXX. XXXX, like XXXX, spoke with his manger XXXX XXXX ( ext XXXX ) who said he would look into it deeper and call back. I did not hear back. On XX/XX/XXXX2020 with not hearing back from either of the supervisors who said they would reach back out I called again. This time, by chance, I was connected to XXXX XXXX ( who also had never reached back out via email or phone since I initially contacted him ). After explaining the situation XXXX offered to speak with his supervisor. I asked if I could speak with the person directly. He put me on hold and came back having connecting me with XXXX ( ext XXXX ). XXXX had read the notes on our account and said that XXXX was actually planning on calling me back that morning. She explained that XXXX had listened to our call from XX/XX/XXXX2020 with the rep and said that we did not mention anything about refinancing. My wife and I were both on the initial call and are 100 % certain that we asked about refinancing since we are currently at 5 % and knew rates were dropping. This was important to us. Since we are sure we asked, I requested a copy of the call. XXXX said she could not provide a copy but could connect me with Consumer Advocacy. Within a few hours XXXX with their Consumer Advocacy department called to inform us they had received our complaint. They said they would review the case and give us an answer by XX/XX/XXXX2020. I again requested a copy of the recorded call, and also asked if they were able to get back sooner since we are hoping to reverse this decision as quickly as possible. She said she doesn't know if we can get a copy but would put in a request. I do not feel as though they are being honest with us. Both my wife and I distinctly remember asking about the forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55432
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: XX/XX/2020 I have not received bank card when I called ( 3 hours wait on hold ) to inquire about card they charged me for a card i did not receive. I asked to have another card be issued and paid for express ship overnight I was charged XXXX plus XXXX for replacement card The card was to arrive overnight. It was not received I called again 2.5 hours wait on hold and was told the card was shipped XXXX but they could not provide a tracking number. Four days later I received a card by XXXX When I tried to activate the card ( 3 hours on hold ) I was told the card had been deactivated and would have to request yet another card I have been without my money and have no funds or anyway of getting access to my money I have read that this has happened to hundreds of others They need to be sanctioned for holding peoples money not sending bank cards and charging for express delivery
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20785
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a credit card with Fidelity 2 % cash back At the start of covid 19, I was let go temporarily and notified them I may be late on a payment, however that was not the case, I made all my payments on time, and they reduce my original spending limit from {$25000.00} credit limit to {$16000.00} with no warning or no legal reasoning. I have never been late on my payments and I have good standing, I would like my credit limit restored to {$25000.00}.
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: 2020-05-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I obtained a lease from Us Bank approximately a year and half ago, I am in the process of trading this vehicle and there is a early term fee on this lease. I was never disclosed this not have I ever seen it on a lease. this payoff I received today XX/XX/XXXX my lease balance is XXXX purchase price option is XXXX EARLY TERM ADMIN CHARGE XXXX SALES TAX XXXX the payoff I received on XX/XX/XXXX lease balance XXXX purchase price option XXXX EARLY TERM ADMIN CHARGE XXXX SALES TAX XXXX 1st off trading the vehicle in I would completely pay my lease balance and the purchase price option off 100 %. there should be no early admin fee as they will be paid 100 % for the vehicle. 2nd issue is there are no taxes as I had a XXXX trade in when I bought this car so there was no taxes. I have tried multiple times to correct this with them and every time I call they have zero idea on how to help me they just say I owe it. its not an early term the lease and truck would be paid off in full. I completely feel as If I was deceived and taken advantage off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I had unemployment in XXXX at which time I was issued a card. My unemployment ended sometime in XXXX and I discarded the prepaid card as it was no longer useable. The company US Bank then began depositing money back on the card due to my unemployment as a result of the pandemic. I have tried repeatedly to contact US Bank to report a lost card and order a new one. I have sat on hold for hours at a time. At the 3 hour mark their phone system automatically disconnects. I have called US Bank branches for help, I have contacted them on XXXX and the representatives I talk to refer me to the phone number that is a dead end. I have been waiting on a new card for a month and a half. My credit score is being destroyed because I can not access the funds to pay my bills. This is greatly affecting my livelihood.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 I deposited a check in the amount of XXXX and per app, {$200.00} was immediately available. However, the check was indicated as accepted. I assumed like many banks they placed a hold on the check to make it available the next day. The next day, I received no communication, and no funds availability. I called to inquire, and the rep said " the system '' put a hold on the check that would be released in a day or two, but could provide zero information beyond that. I contacted the person who wrote the check to make sure the check wasn't written on the wrong account or something. and they stated the check had already been cleared electronically from their account on the XXXX. On the XXXX I contacted US Bank again, and they said they didn't know why but they'd escalate to have the hold removed as nobody could see why it was on there. I explained that I have received no communication of any kind. On the XXXX. the check still wasn't available, and now it's the XXXX and it's still not available. I called today to inquire. The rep was rude. She stated that it's a system hold. I then pressed her as to why I haven't had any communication. US Bank is required to notify a customer if they're holding a check. US Bank is required to make the first {$200.00} available at minimum. I understand the check is a relatively small check, but it's principal at this point. US Bank is operating with complete and utter disregard for United States Law and Regulation. When I asked the rep why US Bank has not complied with Federal Regulations, she said she didn't place the hold. I asked who did. She said the Branch did. Huh, the branch? I've never stepped foot in a branch. So she said someone in my Branch, which is unbeknownst to me, placed the hold and they would have to take it off. I said I'd never been in a branch in my life. She asked if I still live in XXXX XXXX. I said aren't you supposed to know that to comply with Federal Law?!?!? She said she was just asking. So lets get this straight. A check deposit was placed on hold, then I was never notified, then US Bank allows someone in a branch in a grocery store to go in and place an arbitrary hold on a check that violates the {$200.00} funds availability regulation, then doesn't send the required communication to the customer violating the customer notification regulation, then collects interest on my deposit for an undisclosed period of time, also violating banking regulations, and can't give me any answer as to who, when, or why. So naturally I asked to speak to a supervisor and at which point that agent said nothing and disconnected the call. Five Star Service Guarantee. Seems US Bank should be mandated to remove that from their logo if they don't act or practice anything resembling what they promise to deliver on that " five star service guarantee '', much less what the law requires ( UDAAP ). 3 calls, 3 stories, 3 violations ( deposit funds availability, customer notification, 3 people not actually even knowing if the system or a person in a grocery store in some random locale )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89118
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020 someone allegedly impersonating me by allegedly showing an ID that matched my information ( although teller did not make a copy of the presented ID ) walked into a US Bank branch in Missouri ( I live in Illinois and have never been to Missouri ), filled out a counter withdrawal slip that does not match my name or any signatures on file, and was successful in walking out with {$5100.00}. The fraud department requested a provisional credit from the specific branch in Missouri on XX/XX/2020, stating to me that this should not have happened because the counter withdrawal slip does not match name or signatures. I also filed a police report and reported alleged identity theft and secured all of my accounts and identity with XXXX and placed a freeze on my credit. I have not heard anything else about it from the bank despite calling them multiple times about the provisional credit and providing them with everything they need. This is a large sum of money and I am baffled at how someone is able to walk out with such a large sum of cash after having filled out a counter withdrawal slip with a different name and signatures that do not match. My name is not very common and the account was opened in Illinois and i live in Illinois. I believe the bank was extremely negligent in disbursing these funds or in was an inside job since I am a POA on that account and I am not sure how anyone would know this information except for the bank, and the bank is now dragging their feet in reimbursing the account. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60025
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I have a couple prepaid visa gift cards that were purchased at Kroger. The website on the card XXXX has been down for weeks. It allows you to enter all of your information and then loops back to the log in. I'm not able to register a couple of my cards, and then the others I can only find the balance by phone. I can't look at the history to see if everything is accurate. The site worked a month ago, I was able to log in and get history, etc. The customer service # XXXX doesn't answer, no matter what time of day or night you call and that's the number to report a lost or stolen card too! This is so FRUSTRATING. What can i do? The site should at least post a notice telling consumers that it's down and when it's expected to be up and running. Why isn't anyone being held responsible for this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48371
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A