Date Received: 2020-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been significantly impacted by COVID-19 as a restaurant worker. My last day worked was XX/XX/20. I called US BANK Home Mortgage a few days later and waited patiently on hold for 2.5 hours to speak to someone. Once I reached a person, I worked with her to create a deferment arrangement and was told I would have no payment due for 6 months and that I would be connected to a " relationship manager '' to help me along the way. Fast forward, I get a letter in the mail stating that my deferment is not actually a deferment, but a modified payment ( which I also can not afford ). I attempted to call my " relationship manager '', XXXX XXXX at XXXX ext XXXX many times. Every time I have called, the voicemail is full. I sent two emails, both have gone unanswered. I finally called again and waited another two hours on the phone. The person I spoke with stated " I see here that you have no payment due. Oh wait, I also see that you have a modified payment arrangement. '' I asked her which it was, no payment or a modified arrangement. She said she couldn't tell. I asked for the supervisor of XXXX XXXX. I left a voicemail with a person named XXXX XXXX at XXXX. To date, I have received no return message. I continue to receive threatening letters about losing my home, yet I can not speak to anyone about it. The most recent letter I received states, " the longer you wait the harder it will be to find a solution. '' This is insulting. I have tried numerous times to resolve this and can't get anyone on the phone or anyone to email me back. Today, I gathered the money to make the modified payment ( according to the deadline XXXX ) but when I logged in to make a payment, it states that I am unable to make payments, that I need to call the same number I have called many times and either waited on hold for exorbitant amounts of time or reached a full voicemail box. I have the money to make a payment today, and no way to make the payment. I am tired of receiving threatening letters and being unable to reach anyone. This is a pattern with US BANK. Last time I needed mortgage assistance because of XXXX, I was told that if I missed payments they would work with me to get me into a program. I did everything they said to do, and then waited patiently, only to call back and be told that my information was never entered into the system. I have proof that I sent it. I go ahead and send it all again and then the next communication I get is that I need to make a {$2900.00} payment or my house will go into short sale and they gave me two weeks to act on it. I was under the impression they were going to *help* me, as they stated. This was no help at all, in fact it was the exact opposite. I could have managed to make at least part of my payments if they would accept late payments online. They won't even accept a payment one day after the 30 days. How can you be expected to keep up with your payments if you can't ever get caught up because they make it impossible to make payments as you get the money? Trying to call has always been a nightmare. This company is severely mismanaged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34208
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: My texas unemployment card has not been received and from the correspondence box on XXXX website it shows my information wad sent to an old address. We do not have and/or received a payment card and can not access our unemployment benefits. WE CAN NOT GET THROUGH TO ANYONE VIA TELEPHONE AT EITHER XXXX AND/OR RELIACARD.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78132
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. According to XXXX and XXXX XXXX my personal information was exposed in both of their data breaches. XXXX, then confirmed that I was one of the individuals whose data was exposed twice this year alone. To date, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report. Ive filed an Identity theft report with the FTC and a police report. The FTC Identity Theft Report number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: For the past several weeks I have made repeated applications to my bank, US Bank, for the special SBA pandemic relief loan so that I can maintain my employees. We are a small XXXX XXXX XXXX firm with six employees. We have had the same bank account for more than 30 years, for many years owned by US Bank. I am in daily contact with my local US branch banker, who is trying to help. The bank says they have received each of my applications, but keep asking me to reapply because they are either having a problem responding or believe they have responded but can not find the messages and application numbers they say they have sent us by e-mail. We have continually searched in all e-mail folders and have checked with our e-mail host, but none of the loan-related e-mails or contacts from US Bank have ever arrived, even at our e-mail host prior to all filters. Meanwhile, we continue to receive all other e-mail from US Bank about our account and from our US Bank contacts who are corresponding with us trying to get access to the central US Bank application process. The US Bank delays made us miss the first round of SBA funding. They are continuing to delay our application and although they say they have received each of our applications, they say they can not find record numbers or messages they have sent with next steps, and then ask us to reapply again and again. We fear we will miss the funding again. Meanwhile we are struggling to meet payroll and spending a lot of time communicating with US Bank and applying and reapplying through a cumbersome process multiple times. Is it possible for your office to see if US Bank is treating small businesses fairly and help make sure that small XXXX XXXX businesses receive the same opportunities as larger firms? Any help your agency can give us to help get US bank organized and working effectively will be much appreciated during this difficult time. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX Account is a corporate business has been put on my personal credit report with XXXX, XXXX and XXXX without giving any notice.A/C # XXXX XXXX XXXX & XXXX # XXXX XXXX XXXX XXXX Credit Card - I have my credit card stolen from my vehicle on XXXX XX/XX/XXXX. I did make a police report ( copy attached ) went to the XXXX XXXX Bank branch and made payment on this card through the bank officer and teller from my XXXX XXXX savings account ( account statement attached ) to pay my card on XX/XX/XXXX just to be double sure that all my accoutns are current. I Had some fraud charges on my XXXX XXXX XXXX credit card account. I Informed this to the XXXX XXXX bill pay department over phone where all my credit cards, check book, with US Bank, Drivers License, wallet were stolen.This person was writing checks out of the stolen check book and withdrawing funds from my Business checking account. All Business accounts were frozen and XXXX XXXX Bank Bill Pay department put a freeze on all auto pay to my credit cards coming out of US Bank Checking account and forgot to Unfreeze it .They did agree that it was their fault and will be fixed ( the 30 days late payment, it will be removed from my credit report but nothing happened ) .I have audio Recording of Phone Conversation. Explained all this to the Branch officer via email ( see email copy ) .No action was taken resulting in my credit score being compromised and no other company was ready to lend me money and this stated a cascading effect. US BANK Credit card had been in deferred payments due to COVID-19 Virus epidemic and Tornado Disaster in XXXX XXXX County on XXXX XX/XX/XXXX. I spoke to them over phone on XXXX XX/XX/XXXX, XX/XX/XXXX and yesterday and they did mention that they will correct the credit reporting on all three credit bureaus on my credit report and remove the 30 days late to current. ( A {$200.00} payment had also been made from bank transfer as will will find enclosed in the attachments. S
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Trouble using the card
Subissue: Problem adding money
Consumer Complaint: I am locked out of account and I call several times a day stay on hold for hrs get disconnected. When someone does answer they can't help me. I have a replacement card that isn't working and I need to get in my account. Start ed calling 2 weeks from today and no results
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80909
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I need a new card issued and I was on hold 5 hours!!! Lady answers she ca't help me. I followed the step that it said to follow to get the new card and to change the address.. WHAT DO YOU MEAN YOU CAN'T HELP.. sorry .. On to the next call 3 hours later system down ... NO HELP AGAIN.. had them try to call me.. Ok, this would work if the people calling you back would let you answer before they hang up.. NO JOKE HAD MY PHONE IN MY HAND 2 times and went to answer.. they hung up before i could push the button.. I have now been on hold again for 2 hours .. Lady answer.. GUESS WHAT.. She can't help transferred me to another location now I have been on hold for 2 more hours.. OHHHH WAIT.. she told me just to do this with automated system on line.. NO XXXX XXXX XXXX XXXX .. If my card was not lost and I would do that!!!!! I ask her for my account # she can't give that to me for security reason. DEAR LORD HELP ME!!! lol First, I want to say I know times are hard and I do appreciate everything people are doing to help .. But WHY is this so hard just to get a new card issued!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020, {$3000.00} was taken out of my account and a bounced check fee was put on my account after someone else wrote a check from a different account ( they had a copy of the check ) paid to my name. It said they couldnt locate the account for that check so took the money out of my account ( no account number, birthday, or any information about me other than my name in the TO section of the check was present ). Someone other than me cashed the check and US Bank gave the {$3000.00} in cash to whoever cashed that check, and that person was not me. The signature on the back of the check is not my signature. When I noticed the money missing on XX/XX/2020, my local bank refused to set up an appointment, telling me to schedule one on the phone app. When I tried to schedule one on the app there were no available appointments for me to open new accounts. The fraud department at US Bank froze my accounts per my request and facilitated me opening new ones. When I asked if they had asked for ID before cashing that check I was told they couldnt tell me that and Id need to file a police report for authorities to ask any specific questions. I was told if the fraud department could release any information to police they eventually would and I could get my information from the police. I filled out all required paperwork and an affidavit and sent it to them on XX/XX/2020. On XX/XX/2020 I filed a police report with the sherif and called to check on the status of my claim. The fraud department at US Bank said they hadnt received the email or fax despite me receiving a fax confirmation. I was told to wait another day to see if it was received before they would open a claim. Someone wrote a check to someone else with the same name as me ( it wasnt my check or my account- it was a check written to someone with my first and last name ) and US Bank cashed it. Then when the check didnt clear they arbitrarily took {$3000.00} from my account despite that check having been cashed at a US Bank that wasnt my local bank ( they wont tell me what branch cashed it XXXX and Ive not gone out of town at all. On the date in question I purchased lunch where I live with my debit card using my PIN number showing I was physically in a different location than where the check was cashed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62959
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XXXX XXXX, 2020, I purchased an open-loop visa gift card from XXXX 's grocery store. The Visa gift card is issued by US Bank National Association. The card failed activation and appeared to be tampered with. When I called to report the card tampered, I was told that funds would be frozen and a new card issued to me. The new, personalized replacement card arrived on XXXX XXXX, 2020. When the new card arrived, the balance in the XXXX stated " your balance is XXXX dollars. '' I checked the card activity and purchases were made 100+ miles from my home on XXXX XXXX, 2020. The card had been tampered with, and someone who gained unauthorized access to the card drained the funds that were supposed to have been frozen by US Bank. I have called the phone number on the card at least 25 times. I have received a pick up from a human being to assist with this problem only twice. Both times, the system automatically hung up on me either during " transfer to the appropriate department '' or while the CSR was speaking to me. In both cases, the time holding before a human picked up the line was 6 minutes or more. In at least 5 cases, I have been on hold for 5-10 minutes only to be hung up on by the system. On at least 10 occasions, I have had what seemed like someone pick up on the other end of the line, but I can not hear anyone speaking -- just a static sound as if I were listening to someone's cell phone inside their pockets. US Bank irresponsibly failed to freeze the funds on my card when it was reported, and now it is impossible to speak with someone to put in a dispute for the funds to be returned. As a result, I am seeking help from the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made a complaint before about this U.S. Bank Mortgage Loan # XXXX and still have NOT been able to get a straight answer from the bank about my homeowner 's insurance requirements. When I complained around 6 months ago, the bank responded in a letter to ME AND CFPB that said I NOT REQUIRED to have Flood Insurance AND H06 Hazard Insurance on the Condominium Unit because I have coverage through the XXXX XXXX on the Whole Building. I only owe {$20000.00} remaining on the mortgage. I just called the bank today and they said the bank still requires insurance coverage on the property and they don't have a copy of that letter and need ME to send to them via US Mail, because I can't fax or email them! I faxed 10 times with copies of my current Condominium coverages and they say they don't have anything. Now, I can't fax anything and I have to pay for postage to send them all the documents I have already sent to them via a secure website they say does NOT work. If I pay off the remainder of this loan tomorrow, I will no longer have any insurance requirement because I WILL OWN THE NOTE! I don't have enough money to pay off the loan now because I lost my job and over {$100000.00} in the stock market because of the Covid-19. The bank has granted a forbearance for 3 months but I am still getting late fee AND foreclosure warning notices. When I called to day they said don't worry about it and disregard. When I login to my account I don't see any late fees and foreclosure messages. So, I guess I am not going to worry about it? I would be lying if I said I am not worried. Please help and this time make the bank keep a record of the response to this complaint so I AM NOT HAVING TO MAIL EVERYTHING TO THEM! Thank you I guess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A