Date Received: 2021-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed the following complaint with the CFPB on XX/XX/XXXX : " In XX/XX/XXXX, we put our mortgage into a COVID forbearance plan with US Bank. In XXXX of XXXX, we contacted US Bank to find out what we needed to do to start paying our mortgage again and refinance. We were instructed that we needed to make three consecutive payments and could then apply for the refinance. We then made XXXX, XXXX, and XXXX payments. In XXXX we applied for a refinance and were told that we had to actually remove our account out of the forbearance plan and then make three payments. We lost out on the low interest rates which was very devastating. In XX/XX/XXXX, we completed a Payment Deferral Agreement with US Bank to remove our account from the forbearance plan and they confirmed it was received XX/XX/XXXX. I spoke with a Relationship Manager from US Bank and they stated that is was being processed and would be effective XX/XX/XXXX. I called back on XX/XX/XXXX to confirm everything was processed and spoke with US Bank employee XXXX id # XXXX, at which time he stated that the account had been removed out of the payment deferral plan inadvertently. He was going to have a Supervisor contact me to let me know what happened and how we correct it. I did not hear back from anyone so I called back on XX/XX/XXXX and spoke with XXXX id # XXXX, she stated that someone from the bank had made an error and removed us from the deferral plan. She stated that she would get it reversed and submitted to Underwriting for approval immediately. She stated that that process takes 72 hours and she would follow up with me by XX/XX/XXXX. I had not heard back from her so I called on XX/XX/XXXX and spoke with XXXX. She stated that it was still with Underwriting and she expected to hear from them in the next day or two. I have not heard back from her and have tried on three attempts to contact her directly with no avail. I called XX/XX/XXXX and asked to speak to a Supervisor. I spoke with XXXX id # XXXX. He stated that the above information that I was given was correct but still could not tell me the status on the account. He could not confirm that we had been reinstated into deferral plan, he could not instruct me on whether or not to pay or XXXX mortgage payment, I can not seem to get anyone to tell me the status of the account. I am not sure where we stand, no one from the bank is calling me back or following up. This has been the most unprofessional and misinformed experience I have ever had. I have spent hours, upon hours on the phone with various representatives and been given different answers and lost out on a huge monthly savings on my mortgage with the refinance because of this misinformation. I just want my account back in the deferral payment plan and move on from this. This forbearance plan was intended to help people through the pandemic and this has done nothing but cause problems because of US Bank 's lack of knowledge, follow through, and professionalism. '' Since then, I received a letter from the bank on XX/XX/XXXX ( attached ) stating that that the above mentioned issues had been corrected and our account had passed system changes and was in the Deferral Plan. I also received a copy of our Payment Deferral Agreement ( attached ) signed by US Bank. On XX/XX/XXXX, I attempted to make our XXXX payment online and was not able to do so. I called US Bank and made the payment over the phone with an agent. On XX/XX/XXXX, I received a new Payment Deferral Agreement ( attached ) with an effective date of XX/XX/XXXX and it indicates that the three payments made after XX/XX/XXXX have not been applied appropriately. I have attached the payment history. Apparently, the exact same thing that happened before and was corrected, has happened again and we were removed from the deferral plan inadvertently. I am requesting that the new Payment Deferral Agreement with the XX/XX/XXXX effective date be made void and the Payment Deferral Agreement signed by us and US Bank with a XX/XX/XXXX effective date be active. I would like the three payments made after XX/XX/XXXX to be applied correctly to the account per the Deferral Agreement. I would like to know what we can do to prevent this problem from occurring again as we have spent a ridiculous amount of time correcting this issues previously only for it to happen all over again. It is completely Ludicrous. Please advise as to how this is going to be remediated at your earliest convenience. I will be turning this matter over to my Attorney if it is not resolved in a timely matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As part of COVID-19, I was qualified for mortgage forbearance plan starting XX/XX/XXXX with USBANK. I ended my forbearance plan XX/XX/XXXX by submitting the online process thru US bank. I understood that mortgage rate was going down and wanted to refinance around XX/XX/XXXX. I planned to be out of forbearance plan and put my account current for 3 months to be able to qualify for refinance. When I was filled out the application to be out of forbearance plan, I was told that it may take couple weeks to put your account current. I haven't heared back from USBank then I decided to call them. I called them multiple time and everytime they told me we have a lot of applications and the process may take more than expected. Later I got a letter telling me that your contact person at USBank is XXXX XXXX with call number XXXX XXXX. I called this number at least 30 times so far but everytime I am redirected to another representetive. I had no chance to talk to this person ever beside eveytime I need to start explaining what was going on in last couple months to the new representetive. After so many tried, on XX/XX/XXXX, they told me we need to start the process again. From that time to now that is XXXX XXXX, XXXX I have called them every week and every time they told me it is in process but nothing happened. I ended up missing the big oppurtunity of low rate refinancing during XXXX XXXX and still no clarification of what is going on with US bank. Now it is has been 8 months from first time I requested to put my account to current and still no sign of progress. I appriciate your help to make USBank responsible for default and delay and lack of coordination in their internal system. This process is making mental and financial impact to me and my family. Attached is two documents showing the status my application in XX/XX/XXXX, and XX/XX/XXXX. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94598
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Our home was in forbearance. We took it off and were given three options. Bring the loan current, put the unpaid months at the end of the loan, or extend the loan and lower our payments. I'm XXXX and won't see the end of this loan, so lower payments sounded good. I was told EVERY time on at least 20 phone calls and MANY hours with US Bank that this would in no way affect our credit score. I was alerted by XXXX that US Bank flagged our account as partial of modified payment agreement XX/XX/2021. I'm guessing that is true as they extended the loan but it was never supposed to have a negative affect on our score. Our score dropped XXXX points in one day. I disputed with XXXX and US Bank. XXXX said US Bank listed the comments as true and they would not change it. We have another home we are going to take off of forbearance, will our score drop to XXXX??? XXXX # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was applying for a home equity loan at USBank. The process was fine until the appraisal by XXXX. They did a drive by appraisal. XX/XX/2021. Took pictures outside only. My complaint is with both USBank and XXXX appraisals. I asked when did it become common practice to do a drive by appraisal? Only durring the pandemic is this acceptable. I ask how can you get an accurate appraisal of the house from outside only. I asked about all updates done on the inside of the house and i was told that does not matter. The person escalated to his supervisor and they said because of time and cost they dont want to do anything on the inside of the house. Just get the process faster. I said that is very questionable and now i am here. I feel Usbank and XXXX have not honored the value of my house and under-appraised the value of my house. I do have all lender agreements and the appraisal report if needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63125
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom It May Concern : Thank you for taking the time to read this letter. I am writing because I noticed that my most recent credit report contains a total of numerous late payments reported between XX/XX/2020 to XX/XX/2020 ] for several of my accounts. I want you to know that I understand my financial obligations, and if it were not for the Covid 19 Pandemic, I would have an excellent repayment record. From XX/XX/2020 to XX/XX/2020, I experienced a devastating financial blow from Covid 19 affecting my employment of 8 years and ability to afford payments to my credit cards and mortgage temporarily. I did reach out to all my creditors to help accommodate during the pandemic, but I now have realized I was still reported in error and was never helped. Prior to Covid 19 I have never missed a payment on none of my accounts and had a 100 % repayment history. I made a mistake in not keeping an eye on my credit as this is the first time, I have used a credit reporting company, but moving forward, I will treat my credit with the utmost importance and have kept my eyes on every update to prevent any future errors. Since then, I have had a spotless record of on-time payments. I am planning to apply for a mortgage, and it has come to my attention that the missed payments on my record could hurt my ability to qualify. I truly believe that it does not reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the late payments for the following accounts. US Bank Mortgage = Account closed paid off, Dates reported late= XX/XX/2020 2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I currently have a XXXX US Bank card that I have had for a year now and have direct deposits placed on. Both from my employer and from social security. I receive benefits both for myself and for my son XXXX XXXX. Now XXXX has been receiving his benefits on my account for 3 months now. Last week on the XXXX I received a stimulus payment for XXXX. Now all of the sudden with absolutely NO warning they deactivated my account. They say that I need to provide identification information. So I did 6 times over, they received it all. Now they are still telling me I have to wait 5 business days. I absolutely can not wait another 5 business days!!! They shut the account down in minutes then they need to turn it back on. My son was born a month early and requires special formula. He absolutely can not wait 5 business days! I don't have enough formula or diapers for 5 more days.. I have no more money.. I have no other options or support to feed my children. I need my money and the money that is soon to be direct deposited as of yesterday. Not another 5 days. I can not understand how all my sons other deposits which are put in separate from mine have cleared with no issues at all and now all of the sudden with no warning I have no money and no way to care for my son.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64804
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: To Whom It May Concern : Thank you for taking the time to read this letter. I am writing because I noticed that my most recent credit report contains a total of numerous late payments reported between XX/XX/2020 to XX/XX/2020 ] for several of my accounts. I want you to know that I understand my financial obligations, and if it were not for the Covid 19 Pandemic, I would have an excellent repayment record. From XX/XX/2020 to XX/XX/2020, I experienced a devastating financial blow from Covid 19 affecting my employment of 8 years and ability to afford payments to my credit cards and mortgage temporarily. I did reach out to all my creditors to help accommodate during the pandemic, but I now have realized I was still reported in error and was never helped. Prior to Covid 19 I have never missed a payment on none of my accounts and had a 100 % repayment history. I made a mistake in not keeping an eye on my credit as this is the first time, I have used a credit reporting company, but moving forward, I will treat my credit with the utmost importance and have kept my eyes on every update to prevent any future errors. Since then, I have had a spotless record of on-time payments. I am planning to apply for a mortgage, and it has come to my attention that the missed payments on my record could hurt my ability to qualify. I truly believe that it does not reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the late payments for the following accounts. 6. XXXX XXXX XXXX XXXX XXXX, Credit Limit= XXXX, Balance= XXXX, Dates reported late = XX/XX/2020 2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: To Whom It May Concern : Thank you for taking the time to read this letter. I am writing because I noticed that my most recent credit report contains a total of numerous late payments reported between XX/XX/2020 to XX/XX/2020 ] for several of my accounts. I want you to know that I understand my financial obligations, and if it were not for the Covid 19 Pandemic, I would have an excellent repayment record. From XX/XX/2020 to XX/XX/2020, I experienced a devastating financial blow from Covid 19 affecting my employment of 8 years and ability to afford payments to my credit cards and mortgage temporarily. I did reach out to all my creditors to help accommodate during the pandemic, but I now have realized I was still reported in error and was never helped. Prior to Covid 19 I have never missed a payment on none of my accounts and had a 100 % repayment history. I made a mistake in not keeping an eye on my credit as this is the first time, I have used a credit reporting company, but moving forward, I will treat my credit with the utmost importance and have kept my eyes on every update to prevent any future errors. Since then, I have had a spotless record of on-time payments. I am planning to apply for a mortgage, and it has come to my attention that the missed payments on my record could hurt my ability to qualify. I truly believe that it does not reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the late payments for the following accounts. 5. XXXX XXXX XXXX XXXX XXXX, Credit Limit= XXXX, Balance= XXXX, Dates reported late = XX/XX/2020 2020
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My US Bank XXXX rewards credit is scheduled to auto pay on the XXXX of every month. On the XXXX of this month, I made an early payment and not waited for the auto payment date knowing that this early payment will satisfy the automated one as I have done with my other credit cards. I checked my statement on the XXXX to double checked if my payment was accepted as this month 's payment. I printed my statement and on it stated that " THERE'S {$00.00} DUE ON THE XXXX. '' I SENT THEIR CUSTOMER SERVICE A TEXT ABOUT THIS EARLY PAYMENT SO THEY WON'T DEDUCT ANOTHER ONE ON THE XXXX. The same Company victimized my wife 's credit card account by double deducting payments under the similar early payment circumstances. That's the reason I sent them a text advise about my early payment to avoid the double payment incident happening to me. They didn't listen to it and deducted another payment today, the XXXX. We are retired and on a fixed monthly income and also physically handicapped to worked a few hours to cover for the {$47.00} the deducted illegally so we won't go HUNGRY FOR A FEW DAYS. The company should be stopped and fined for this ugly, false and misleading information and practice. I hoped I get a fast resolution. BY THE WAY, THIS ISN'T THE FIRST TIME WE'RE VICTIMIZED BY THIS UGLY BUSINESS PRACTICE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43229
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I paid my auto loan off with US Bank on XX/XX/XXXX and the payment cleared on XX/XX/XXXX. As of XX/XX/XXXX I have not received a paid in full letter in the mail and after calling again on XX/XX/XXXX ( fifth time calling the company XXXX my information has still not been sent to the state of Florida for my lien to be removed from the electronic title. According to the Florida ELT Lienholders Guide, " Lienholders are responsible for delivering a lien satisfaction and the certificate of title indicating the satisfaction within 10 working days of receipt of a final payment as defined in s. 674.215 ( Chapters 319.24 ( 5 ) ( a ) and s. 674.215 F.S. ). '' I've given this information to US Bank and they have not done anything other than note it down and " escalate '' the situation. It is affecting me financially as I can not update my car insurance to remove the lienholder and I can also not get my XXXX coverage refund without my paid in full letter. I've been lied to by their representatives several times ( At first I was told I'd have the paid in full letter in my hand within 15 business days of payoff, then I was told it would only mail within those 15 days and that it had been mailed XX/XX/XXXX, then I was told nothing got mailed on XX/XX/XXXX and I would get it within 15 days of the account being reported as closed to the credit reporting agencies ). They have made no attempt to remove their lien from my title that was paid in full a month and a half ago, and have not made any attempt to send me documentation that the account has been paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A