Date Received: 2021-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The bank prequalified me to loan modification twice, yet they are sending me paperwork telling me I am not qualified and when I call I am told it is a mistake. I am still not getting the paperwork from the bank. I prequalified for the flex modification back in XXXX. It is now XXXX and the bank is trying to get me to sign paperwork without the modification. I am appalled that this is happening. I feel like I have no one to help me and the bank continues to not do their part to fix this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The following disputed account is a fraud account as I have never opened or used it : Elan Financial Services account XXXX Please investigate and delete asap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I requested to close my account with US Bank in XX/XX/XXXX. My account was overdrawn so I had to reconcile that and got it fixed in XX/XX/XXXX. My account was closed in XXXX of this year and this year and after that happened, in XXXX, I received a refund of payment from XXXX XXXX in the amount of {$320.00}. On XX/XX/2021 I received about 5 or 6 letters from US Bank saying that my account was closed and received a refund of that payment and it caused the account to reopen, however, it was closed again and the money was issued to me in a cashier 's check. That same night I Opened another piece of mail and it actually was a cashier 's check from US Bank totaling {$260.00}. I had no clue what it was for until I spoke with someone from XXXX XXXX letting me know that it was The money we were waiting for from a cancelled vacation. Beginning on XX/XX/XXXX I called US Bank because I was missing the additional {$57.00} that was supposed to be sent to me in a cashier 's check as well. I spoke to 3 people that day who had no idea how to find out what happened to the cashier 's check because there was no cashier 's check number or tracking added to any of the 6 letters US Bank sent me saying that the cashier 's check was actually coming. The last lady I spoke to told me She would create a case for me to get the 2nd cashier 's check reissued And I would be hearing from someone in that department no later than 2 weeks. I never received a phone call or a reissued check. XX/XX/XXXX I called again and it was the same runaround, agents were saying they could not see any information about the reissuance of the cashier 's check or anything related to the original case that she created on XX/XX/XXXX. After a while on the phone they sent me through the same process saying they will get the check reissued and I would be hearing from someone. Again, I never heard from someone so on XX/XX/XXXX, I called again. That same day I spoke to an agent, a lead, someone from card member service, And then back to another personal banker/agent. I hope you understand why I'm XXXX even if it is only {$57.00}. It is now XX/XX/XXXX and I have yet to receive my 2nd cashier 's check. I was told on XX/XX/XXXX that I would hear from someone in 2 business days regarding this new case that was being opened for investigation-I 've heard nothing at all. I called today, XX/XX/2021, and neither agent nor the lead I spoke to Could help me with this situation. The agent said he had no clue and transferred me to a team lead who This in turn told me he was unable to see any of the information and need XXXX to get me back to a personal banker. Obviously I refused and told him someone need XXXX to help me and today. He said he was getting me over to the team who helps with check reissuance and transferred me back to the XXXX Beginning automated system. I just want my money and to be done completely with US Bank. They have mishandeled my money and now there is a lost cashier 's check somewhere and they're saying I should've received it but can't and won't assist me in actually locating where it is or reissuing another one. This has now been close to 2 and a 1/2 months where I have been given the run around regarding my money and I am XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75006
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid US Bank the shortage of escrow of {$1600.00} on XX/XX/XXXX. I had to call back on XX/XX/XXXX because US Bank stated I made an overpayment and refused to apply to my escrow. They stated they will fix it and as of XX/XX/XXXX I had to call again and now US bank stated I did not have enough money to cover the shortage of {$1600.00} even though I paid the exact amount. I have a bank statement that proves I paid in full and a confirmation number. They stated they will send another request form to get it adjusted after this being my 3rd time to get it taken care of. I have been paying {$130.00} more than what I should have for 2 months now. I have been removed from online banking and can not monitor my account because they stated I was in bankruptcy status and lose that luxury. In addition, I tried to apply for the COVID-19 Mortgage Relief bill in XXXX in trying to refinance to keep food on the table, and at that point, they said I did not qualify because I was in bankruptcy. US Bank representatives are very rude and disrespectful. When one is in a horrible state and about to lose everything that should not open a door for a representative to laugh at your situation and tell you that US Bank can do whatever they want to. Horrible place and they take advantage of people in hard times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79936
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021, we found the company " XXXX XXXX '' on XXXX. This company claims to make armor and props from various movies, and in our case, we were interested in the XXXX armor from XXXX XXXX. The company 's owner - XXXX XXXX XXXX XXXX. - pushed us off of XXXX and over to their XXXX page where Mr. XXXX-XXXX said we could finish the transaction there. Upon calling Mr. XXXX-XXXX and speaking with him for almost an hour over the phone, we were convinced his company was the one we wanted to use for a birthday gift for our XXXX-year-old son. XXXX had said during the call that he would make our son 's birthday extra special and would ship the armor in under 2 weeks. My husband and I were excited because our son has really struggled this past year - as many people have - and the armor was all he asked for. Mr. XXXX-XXXX then wrapped up the conversation by asking for payment. We asked if we could send it through XXXX, but Mr. XXXX-XXXX was adamant that we paid through XXXX or XXXX. My husband and I WERE NOT AWARE that XXXX was extremely unsafe to use. It is also devastating to find out that the U.S. Bank does business with a company like XXXX that offers zero protection for their customers ' money. Obviously, scammers like Mr. XXXX-XXXX already knew how easy XXXX was to use to defraud people. Our {$330.00} sent to " XXXX XXXX '' on XX/XX/2021, is gone as Mr. XXXX-XXXX has ceased all communication with us. We never received the armor or a refund from Mr. XXXX-XXXX. The worst part is that XXXX XXXX XXXX XXXX. is sitting in Maryland continuing to scam people. We also discovered that XXXX XXXX XXXX XXXX. has a long RAP sheet in the state of Maryland. We spoke to the Maryland police department in the city of XXXX, Maryland. The officer there told us they could not help us. He said scammers like Mr. XXXX-XXXX get away with this kind of crime because no entity is out there to prosecute people like him. When we let XXXX know that we had been scammed by Mr. XXXX-XXXX, the representative at XXXX told us we could not get our money back from them, and to ask our bank for the funds. We notified the U.S. Bank of our situation and spoke to a manager of two local U.S. Banks near us. The manager let us know that we could file a fraud case, but that we would likely never see our money again. She spoke very condescendingly and told us that XXXX is not a service to purchase products but to use ONLY with people who you absolutely know. The manager asked me, " Don't you think the man who paid for XXXX XXXX tickets through XXXX wanted his tickets? We didn't pay his fraud claim either. '' We also spoke with a man that works at the executive level of the U.S. Bank in Minnesota. He understood how serious our concerns are, but said that any changes to U.S. Bank would take a long time to implement. Our suggestion was that U.S. Bank 's website has a large warning window pop up BEFORE sending any payment through XXXX. It should say something such as - 'this money you are sending is completely unprotected and will not be reimbursed if this person is attempting to fraud or scam you. ' This needs to happen as soon as possible as scammers know XXXX is a way to fraud trusting people like myself. I was told by Mr. XXXX-XXXX that XXXX was a safe way to pay him. He lied to fraud me, but at what cost? How many other people has this already happened to, and how many more people will be scammed if nothing is done?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I first signed up for a US bank account under a promotion for {$300.00} on XX/XX/XXXX. There was an error in creating the account which froze the account and made me unable to sign up for online banking, add the account to other banks, or send direct deposits to the account. The terms of the promotion were that I needed to receive {$2000.00} in direct deposits within 60 days of opening the account. It took US banks technical team until XXXX to finally get my account fixed. By this time the 60 days had passed. I requested and was denied an extension to meet the terms for the promotion. I was frustrated by the service and requested my account be closed on XX/XX/XXXX. I wrote this date down in my records as the date the account was closed. Looking back, I found XX/XX/XXXX was the date that the account closing was finalized. In the meantime, I received an offer to open a US bank credit card and took advantage of it. I was once again interested in a relationship with U.S. bank. I read the terms of their new promotion for the bank account and it said I was eligible as long as I hadnt held an account with US bank for 6 months. So I waited what I thought 6 months till XX/XX/XXXX and applied again. My bank account was opened again XX/XX/XXXX. This is three days from XX/XX/XXXX which is 6 months from when my account was actually closed. I completed the requirements of making {$4000.00} worth of direct deposits to the account for a bonus of {$400.00}. The bonus did not post automatically and I reached out on XX/XX/XXXX inquiring on the status of the bonus. I received the following response : " This is XXXX with Email Operations, and I appreciate the opportunity to help you today. Knowing the status of the promotional offer is important. I can confirm that the promo code XXXX was placed on the account when it was opened and that e-statements were signed up for before the cutoff of XX/XX/XXXX. '' The promotion still didnt post so I reached out in XXXX to customer support and was told this time that I was ineligible for the bonus because I had a US bank account within the last 6 months. I missed the deadline by three days because U.S. bank took so long to close the first account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: A scam company called XXXX XXXX that poses as a fake online exchange run by a man named XXXX XXXX at XXXX XXXX XXXX in XXXX CT dba XXXX XXXX XXXX used their XXXX app on the XXXX XXXX XXXX ( which is registered to them excludively ) to obtain ACH and routing info for my bank, which they then used to defraud me and steal {$1800.00} out of my US bank account with unauthorized ACH charges. I notified my bank immediately ( US Bank ) who saw the theft happening and blocked the merchant ID of XXXX. However, one or more other merchant IDs with a different letter or name like " XXXX XXXX '' rather than " XXXX '' was used to try and pull more out to steal from me by ACH when they realized the other one was blocked. US bank started a new account for me to prevent XXXX aka XXXX XXXX from stealing what was left. XXXX then ( and only then ) responded to contact emails sent 2-3 months ago from XX/XX/XXXX saying he " could only send part of the money back that he took without permission if I gave him the new ACH and routing number '' which I knew he did not need to return the money because the old one was deliberately left available for deposit only by US bank and no withdrawals, and the only reason XXXX needed the new ACH was to keep stealing from it. When I refused to give him the new routing and account number, he said he could not send any part back that he stole. US Bank was able to recover {$1400.00} out of the {$1800.00} that was stolen by XXXX XXXX aka XXXX, but XXXX lied to his merchant saying {$400.00} was a valid charge when NO PART OF IT WAS VALID to get away with stealing the remaining {$400.00} from me. No service or anything was ever provided, it was just taken from my account. I am asking for your help to get that remaining {$400.00} back that he has gotten away with stealing. US Bank prematurely closed the case after only {$1400.00} of it was returned, but the amount stolen and FDIC insured was {$1800.00}. US Bank said there isn't anything they can do about the other {$400.00}, so I am asking for your help to get that returned to me. In addition to the {$1800.00} taken from my bank account which was never used for cryptocurrency and never authorized for withdrawals, XXXX XXXX aka XXXX XXXX made over {$700.00} of bitcoin sent to them " disappear '' and claimed it was an " AI system error '' and could not be recovered, putting what they had tried to steal from me at over {$2500.00} and thus far, what they got away with stealing is {$1100.00}, {$700.00} of which is alt currency and outside of FDIC protection, while {$400.00} in unauthorized ach is FDIC insured and needs to be returned immediately. Part of this money XXXX has stolen was from money sent by the IRS to me, making what XXXX XXXX has done a federal crime. Please help to return the {$400.00} remaining that XXXX has stolen, be it by intervention with US Bank or by other legal means. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44515
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX XXXX, the branch manager at US Bank in XXXX XXXX requested forms verifying my State of Ca paycheck in order to release my funds after my account has been closed. My HR department spoke with XXXX directly and submitted the forms he requested and he is now saying he does not know if he can release my funds back to me. My HR personnel confirmed with our State Controllers Office that the check did not return as they claim and was in fact processed, US Bank received the funds from my check on XX/XX/2021. Please review the attached documents. For one month they have continuously attempted to block every opportunity to release my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91790
Submitted Via: Web
Date Sent: 2021-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I was informed my account would close on XX/XX/2021 and my remaining balance will be mailed to me via cashiers check - after being without my income the entire month of XXXX. State employees get paid once a month. On XX/XX/2021 XXXX XXXX the Branch Manager at US Bank in XXXX XXXX called me and informed me the account was closed and he has a ledger. He can write me a check but I need to get paperwork from my HR department proving the check was paid. Despite me previously showing my paystub. I asked XXXX to provide me with documentation of his request. Though it did not make sense since my account was in good standing with a positive balance. If the check was returned or not verified why would I have a positive balance? It would have been negative. I asked him several times and he has not responded to calls texts or emails. He then responds to the email after hours. I have been requesting this documentation for nearly a month and Us Bank repeatedly retracts their statement. Initially my account my was closing because the check returned. When I asked for proof that it returned they were unable to furnish it. Now that the account has closed and they are suppose to mail me my funds XXXX XXXX is saying he cant write me a check yet until he has proof that the check has been paid. So I am requesting proof from Us Bank that they were unable to verify the check. If my HR issues me a new check that Us Bank has already processed I would be in major legal problems- its fraudulent. Its contradictory. If the check was not verified I would not have funds available to refund. I have been getting the run around since XX/XX/2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91790
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from US Bank advising multiple insurance policies were paid from escrow. When I called US Bank, I was informed by the Insurance Department that they received a hazard insurance invoice from XXXX XXXX XXXX for our District of Columbia home and paid {$990.00} on XX/XX/2021. XXXX has never been listed as our hazard insurance company for this home and is not listed on our US Bank mortgage documents. Prior to that, on XX/XX/2021, US Bank paid XXXX XXXX XXXX, our carrier of record, {$1400.00}. All funds came from our escrow account. I called US Bank on two separate occasions ( XX/XX/XXXX and XX/XX/XXXX ) in an attempt to resolve this matter, spending in excess of two ( 2 ) hours either on hold, being transferred to other departments or speaking with a US Bank customer service representative ( CSR ). At one point I asked to speak with a manager or supervisor when a CSR instructed me to contact XXXX to request a refund. The CSR was initially reluctant to get a supervisor on the call and after I requested three ( 3 ) additional times for a supervisor, the XXXX had a female, who identified herself as XXXX XXXX, get on the call. Ms. XXXX identified herself as a supervisor and assured me she would resolve my concern and call me in about a week. I requested her direct contact number ; however, she advised me to call the regular XXXX Department line at XXXX and ask for her. I hadn't received a call back from Ms. XXXX, so on XX/XX/2021 I called the Insurance Department and asked for her. The CSR who answered stated Ms. XXXX wasn't in his group, so I asked if she was in the company directory. The CSR replied she was not. Between XXXX and XXXX XXXX, I called the US Bank corporate office ( XXXX ), the switchboard operator transferred me to the Escrow Department, who transferred me to the Insurance Department. I spoke with CSR XXXX, who stated he attempted to call XXXX, but all the offices were closed ( XXXX XXXX EST ). I asked to speak with a manager or supervisor and XXXX XXXX finally got on the call at XXXX XXXX. Ms. XXXX informed me she also called XXXX ; however, I needed to be on the call in order for them to release information to US Bank. Ms. XXXX conferenced me in with XXXX, they released information to her and she followed up with me for several days in an attempt to resolve the matter. Because of everything that happened, I was motivated to write a letter to US Bancorp 's CEO XXXX XXXX to inform him of the erroneous, costly and inconvenient insurance payment. I received a response from an unidentified Customer Advocacy person, which amounted to a form complaint response letter, which included my account is current, the next payment date and the amount due. Other than a blurb stating " we were able to identify coaching opportunities ... '', there was no mention of what they are going to do moving forward to prevent them from disbursing escrow funds to an insurance company that isn't on the loan documents. In my letter to the CEO, I clearly stated " you need to explain what you are going to do to resolve this, ensure it never happens again and why I should remain a US Bank mortgage customer ''. With the exception of finally receiving a refund from XXXX, US Bank has not fulfilled my requests, as described in their letter. Additionally, in my letter, I stated I was prepared to contact the Consumer Financial Protection Bureau if this matter was not adequately resolved. I do not think this matter was resolved ; therefore, I want to file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A