Date Received: 2022-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage from US Bank on my house at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX As part of the mortgage US Bank collects escrow which includes home insurance and property taxes. For the year for XXXX, I have already paid the property taxes and nothing is due. I have conveyed this to US Bank in XXXX. As per the escrow rules, US Bank is supposed to recalculate Escrow and refund to me the extra amount collected. In addition, US Bank has an obligation to stop collecting extra money from me for XXXX for which it has no use. Despite being asked numerous times and making a declaration to CFPB that they will issue me a refund and adjust my payment, US Bank has not made this change. They continue to collect extra escrow from my account illegally every month. In addition, they illegally hold onto the extra escrow already collected from me. In XXXX # XXXX, US Bank had admitted their wrongdoing and told me they would fix it within XXXX business days of XX/XX/XXXX. That also did not happen and again they have stopped responding to me even on their escalation email : XXXX These acts are blatantly illegal and meant to harass home owners. In addition, US Bank has lied to CFPB about resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/2022 I deposited a check from the IRS into my US bank account. The bank teller XXXX placed the check on an extended hold until XX/XX/2022. On XX/XX/2022 US bank placed a hold on my account because of suspicious activity. My husband and I contacted e-Fraud and spoke to XXXX, who was the XXXX reviewing our account. She told us we needed to visit a branch in person to get assistance and verify my identity because according to her, I said my birthday incorrectly and did not correctly identify myself over the phone. So we visited a branch where we sought the assistance of XXXX, the branch XXXX and contacted XXXX to speak to XXXX again to prove that I am who I said I am over phone. With e-Fraus on the phone We verified ALL the activity that US bank assumed was suspicious which included a failed XXXX transaction attempt, previous incoming deposits from my father XXXX XXXX, and several XXXX transactions which were reversed by XXXX causing it to appear as though funds were being deposited when they were only be credited back to the account. It seemed as though US bank was looking for any reason to freeze the account, which it has demonstrated. On XX/XX/2022 we received a letter from US bank that our account was going to be closed due to its incorrect determination and assumption of suspicious activity within the account. Since then we have been trying to schedule a meeting with XXXX XXXX, the branch manager of the XXXX XXXX branch in XXXX XXXX, which is our home branch. We scheduled a total of XXXX appointments with XXXX XXXX and called the branch as well as customer service a total of XXXX times, while the branch failed to answer a single call, each call with US bank customer service was recorded by us as evidence for any current or future action ( s ) to be taken by my husband and I against US bank for its misconduct and mistreatment. US bank still has not issued our balance of {$120000.00} although it stated in its correspondence that it would remit our balance to us in XXXX business days after XX/XX/2022. After further attempts to receive our money we spoke to the XXXX XXXX, district XXXX who told my husband and I that US bank was holding the funds in the account because it does not believe that a check which was deposited on XX/XX/2022 in the amount of {$130000.00} would not be paid when in fact US bank has already received payment for the check which was deposited as it was a check directly from the IRS, a treasury check, fully verifiable. Several customer service representatives that we spoke to confirmed that US bank had already received payment for the check, which is why it did not return, these statements were captured by my husband and I on a recorded phone line. US bank still refuses to allow the branch manager to payout our account via cashier 's check nor fully close the account despite its own letter stating it intended to do so, and issue our balance. US bank is literally withholding all our money from us intentionally and maliciously. We have entered into extreme financial hardship as a result. Due to the harm inflicted upon us by US bank we have become homeless, having lost our home, and continue to suffer because US bank thinks the check that has already been cleared and paid to US bank will return, however as US bank well knows the funds from the treasury check which was deposited on XX/XX/2022 was from the IRS and can easily be verified through treasury resources and systems furnished by the IRS, or simply by calling the Internal Revenue Service and confirming the check via the check number, amount, and payee ( s ). My husband and I have not requested the IRS to cancel the check and issue us a new one, nor have we filed Form XXXX ( opening an inquiry into the tax return we have not received ) simply because we have already received our tax returned and deposited it into US bank. US bank has financially crippled our family for about a month now and has shown no signs of relenting, moreover it is waiting for a valid check to return which based on how financial instruments work, would've already returned by now if it weren't valid., simply put US bank is looking for any reason to withhold paying us our remaining balance and will try to justify it by any means necessary. It does not care about the harm it is causing us directly from its actions, it using words such as " inconvenience '' and " frustration '' to pretend it is not destroying what is left of my family which would otherwise be well had we not trusted our money and business with US bank which has ironically turned out to be the one conducting suspicious activities. US bank says that it protecting the interests of its customers as well as itself but clearly based on all the actions that have taken place by US bank it truly has no interest in protecting its customers rather it prefers to inflict unforgivable and major harm upon those who have placed every XXXX of their money into a US bank account. US bank is a common criminal for what it has done and still continues to do. We are entitled the money that we put into US bank. The funds which US bank believes will return will never return as the check is valid and can be verified, therefore it can be assumed that US bank will continue to withhold our money until either we contact the IRS and request them to issue a new check, which will cause that check we deposited to US bank to return thereby justifying US bank 's false claims and accusations or it can be assumed that US bank will wait the maximum legal time allowed before they will issue our full balance, after which time we may be unable to collect them. We deposited the check into the XXXX branch because it was closer, we did not purposely avoid depositing the check into our home branch, as we did not know the concept of a home branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80916
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: When redeeming {$570.00} in points on my Fidelity Investments XXXX credit card, I accidentally hit the wrong key when I was online. I wanted to have the rewards dollars credited to my brokerage account at Fidelity but instead I hit another key that said statement credit which resulted in a XXXX % reduction to XXXX which was credited against my credit card balance. The result was a loss of {$280.00} to me. I immediately called Fidelity ( like 10 minutes after I made the mistake ) and was transferred to Elan Financial which handles the cards for Fidelity. I talked to 3 people at Elan, all said nothing could be done. I recently got a letter from XXXX services that said nothing could be done. I believe Elan is owned by US Bank. I feel that this is totally unfair. It was a simple bookkeeping adjustment that could have fixed this issue, instead it was an easy way to treat the consumer poorly and grab the money. Especially when dealing with a senior citizen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: I have just been informed by mail that US Bank wants to charge me an annual maintenance fee of {$30.00} for a traditional IRA that only made {$14.00} interest last year. They are charging this amount as the IRA is under {$25000.00}. I asked to cash it out and they said that they would charge me {$230.00} to do that. My husband and I are XXXX XXXX living just above the poverty line and {$230.00} is a huge amount to us. Are banks able to do this to us? This account was transferred from State Farm bank as they do not do banking anymore and we never had any problem with them. We have had the account with State Farm Bank since 2006. When this account was transferred to US Bank we were not informed of any maintenance charges or that there was a withdrawal fee. I feel that we are being DISCRIMINATED against as it is a small account. They do no maintenance on the account and even if they did everything is computerized so that hardly justifies any maintenance charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78217
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Company ( US BANK ) has falsely denied my XXXX written attempts to get assistance to refinance my mortgage or extend my forbearance. This was due to COVID in early 2020. All of which was denied with no legitimate reason. The lawyer which I didn't hire due to lack of money, said this is quite common and he called it a carrousel. Each time I called US Bank, I took notes of the phone conversation. Each time they lied about the due date for the applications.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2022, I went to U.S. Bank XXXX branch at XXXX XXXX XXXX, thinking to open a bank account, choosing this U.S.bank because of its convenient location and close to my home. Customer service representative XXXX XXXX XXXX greeted me, after knowing that I want to open a new account, she presented a promotion flyer to me. The promotion is that new customer can earn up to {$500.00} by opening a new qualifying account and enrolling in online banking or mobile app, then completing 2 or more direct deposits within 60 days. I still have this promotion flyer together with other new account paperwork. I can provide this promotion flyer if needed for investigation. XXXX helped me set up a new account and downloaded mobile app and online banking. I set up direct deposits in the following days back home. Within 60 days, more than 2 direct deposits have been completed in my new U.S. bank. But as of today XX/XX/2022, U.S. Bank still did not deposit the {$500.00} bonus into my bank account. I already contacted U.S. bank but U. S. bank refused to honor {$500.00} bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, I logged into my US Bank account to see where i was with my balance, etc. and because I usually pay by phone, to see what had cleared my account. I noticed a strange withdrawal of {$1900.00} on XX/XX/XXXX. I knew I hadn't made any payments in that amount, and I became worried that I had been hacked. I scrolled back to the previous month and to my shock, there was another withdrawal of {$2900.00} on XX/XX/XXXX to a person named XXXX XXXX, again knowing I had not made any payment in that amount, either. I don't know anyone named XXXX XXXX!! I noticed that the address on the front of the check ( it was NOT one of my personal checks, btw but rather some kind of typed up check that in the Memo section of the check it says " Allowance '' and it shows on the bottom right hand corner " signature on file '' ) was on the made payable to the order of XXXX XXXX, at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, yet, it was signed by this XXXX XXXX and deposited in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There is an account number of XXXX, and a phone number for their " Operations Department '' of XXXX, I immediately called US Bank and they referred me to their " Fraud Liaison Center. '' at XXXX and they established case # XXXX. I was told I had to go into the branch office near my home and fill out two affadavits and a customer statement, which I did the next day. I filled out all the paperwork and was told to email them to XXXX, which I did upon leaving the bank. I was also told that it was my responsibility to call back to check with them on the status and that it would be resolved with 7 to 10 business days. I did indeed call back and have called back multiple times to check on this and no one could give me any answers. Then I received a letter from the US Bank Digital Claim Services saying that my claim XXXX ( {$1900.00} ) and claim XXXX, they stated " during our investigation, we determined the transaction posted as requested, therefore your claim has been denied. I don't know how they " determined '' that- they provided no explanation of how it was determined, only that I had the right to requests the documents used in their investigation, and to call XXXX to get copies of those documents. I called the number and was put on hold for 15 minutes, at which time I was disconnected, without ever talking to anyone. As you can imagine, this whole process has been devastating, shocking, frustrating. I need that money for bills and my son 's tuition! I've been banking with US Bank for over a decade and have never had anything like this happen before. How can they jus deny me the money that was rightfully mine, that I in good faith entrusted in their care??? Please help me. I'm still in disbelief that they can treat a loyal customer this way and that I have to just accept that someone hacked nearly {$5000.00} from me and they do nothing??!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99223
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Requested ELAN FINANCIAL SERVICES cease and desist due to illegal acts on my credit report. Requested validation of binding contract through mail on XX/XX/2022, which has not been provided. ELAN FINANCIAL SERVICES sent a notice through mail on XX/XX/2022 that was disguised as CARDMEMBER SERVICES instead of ELAN FINANCIAL SERVICES. This is a violation of deceit and misleading information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85042
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: U.S.Bank told us about three weeks after they gave us a preapproval letter in XXXX which we gave to XXXX XXXX that we must sell our present home or increase our down payment by about {$160000.00} in order for U.S.Bank to give us a mortgage. We paid U.S.Bank for the appraisal and the appraisal was completed before U.S.Bank told us we must sell our present home or increase our down payment by about {$160000.00} in order for U.S.Bank to give us a mortgage.. In order to get the preapproval letter we emailed U.S.Bank all of our paystubs, W2s, bank statements, information about our XXXX XXXX loan on our present home, credit authorization and what U.S. Bank requested in order to give us a preapproval letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was a victim of identity thief in the year 2015. I Have been receiving reports for credit cards I do not have and I never opened these accounts. There is a XXXX XXXX account balance {$4700.00} There is Elan financial Balance {$1200.00} and there is XXXX XXXX with a balance {$3400.00} I never opened any of these accounts. There was also a police report filed. I have filed disputes and these accounts keep appearing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A