Date Received: 2020-11-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I was laid off from my {$92000.00} a year job, I asked for a forbearance immediately and by XX/XX/XXXX was approved. My mortgage payments was {$1400.00} monthly at this time and I was current on my mortgage. This includes escrow ; taxes, home insurance and mortgage insurance. 5 months later around XX/XX/XXXX I find another job, now making only half what I was making before my forbearance, around {$51000.00} a year and noticed my mortgage is now at {$1700.00} monthly. A U.S. Bank employee suggested that I ask for an extended forbearance, to get an idea of what my first couple paychecks would look like, and ask for help on figuring out why my new monthly mortgage is now this high of a payment. After 3 full paychecks, getting paid every other Friday, I fill out the loss mitigation application and get a response back with programs I did not qualify for. The unemployment program, because I was not unemployed and the HAMP program, because of my credit score and a payment amount exceeding a target amount? Something ln that area I didnt understand. I did qualify for the Stand Alone Partial Claim. No information at all about this program was given except a letter stating that I must sign a trial period payment plan of {$1700.00} due by XX/XX/XXXX,, in order to accept this plan and permanently modify my mortgage payments for the HAMP program. I was not qualified for the HAMP program, what amount of money goes into the Stand Alone Partial Claim, how do I appeal a decision the correct way? and what is it? Why is this different and higher than the new monthly payment amount on my statements? Why if I did not have enough income to pay this high amount for my mortgage, did I feel forced to have no other option but to file bankruptcy to pay this high amount to keep my home. Why was no other options available or explained to me correctly if at all? Not enough time to get correct true answers between one employee to the next, including not being honest about the Credit Check for qualifying for any of these programs after my wife XXXX XXXX and I asked 3 different employees 3 separate times. I was left with no choice but to file chapter XXXX bankruptcy. I filed on XX/XX/XXXX. For me to even consider trying to make this monthly payment I had to eliminate a car payment and lose the car and eliminate all other debt that was not on hold for COVID-19, such as credit cards attacking me while I lost my job and lost half my income. I know no other way to keep my home but to do this. Now Im confused more than ever.. do I still qualify for the Stand Alone Partial Claim? Am I marked as current as of todays date, even after filing my bankruptcy a week ago? I cant trust what US Bank is telling me anymore nor can I trust where they apply my extra payments I pay In my mortgage payments after specific instructions where I need them applied, like late fees or escrow every time. What do I do to get answers and not lose my home? Why cant I get an amount of what is going into the Stand Alone Partial Claim? Why would US Bank, FHA or anyone else NOT warn consumers that if they need to ask for a forbearance, if they have low credit, bad, or average credit, to consider other options? They will check credit scores in order to qualify and modify your mortgage to make your home affordable, if you were affected by the COVID-19 pandemic. If the company I worked for, XXXX XXXX XXXX, having a XXXX XXXX position, did not have to shut down for a long period of time, because of a mandatory order given, making all work come to a halt in the company. I would still have my job and making this high of a payment would not be that big of a problem, nor would I have filed bankruptcy. My wife, filed XXXX XX/XX/XXXX just had a hearing and is still waiting for a final decision, she has felt helpless the whole time. Now so do I. I owed almost {$210000.00} on my home as of XX/XX/XXXX. My home is worth around {$330000.00} now. I work for the XXXX XXXX XXXX now with, XXXX XXXX XXXX and have a family of XXXX as of todays date. With bad credit, now bankruptcy, I wont be able to sell and buy another home, I probably wont be able to rent another home either due to credit. I want to keep my home, please help! Please at least let other consumers know they will check credit scores. In my opinion, there should be more options for people like me that was affected by the COVID-19. I have equity in my home, U.S. Bank only extends their refinance loans out to 15 or 20 years, not 30 years. By doing this, creates hardship for many to modify their loans due to the length of the loan extended out to 15 or 20 years instead of 30 years. If I had the option to pay for an update appraisal of my home, not get disqualified based on my credit score ( due to reasons to have to modify, caused by the pandemic only ) and extend my mortgage back to 30 years, I would be able to save at the very least immediately {$150.00} a month, due to PMI. My LTV would be satisfied and I would not need to pay that portion in the mortgage payment. When U.S. Bank, repeats themselves in every monthly statement and in their web site, If you are facing challenges making your mortgage payment, we are here to help, I feel it is false advertisement, false hope for me as a consumer and a false promise as advertised. In no way, shape or form is U.S. Bank helping in any way to help me when I face my challenges making my mortgage payment. U.S. Bank only partially offered what was offered through the CARES act and programs that are backed by FHA, in my case. It left my options in a no win, guarantee fail position. I paid mortgage insurance, U.S. Bank is insured if I fail, is able to sell my home extremely fast and it is absolutely not underwater, how can they go wrong and why would U.S. Bank want to work with me now, me making less money and bad credit? I dont understand, What are my options? please somebody give me real, honest answers. I told my bankruptcy attorney, in order for us to pay a mortgage at this high of a monthly payment, I have to stop any garnishment from creditors, lose my car payments and car, this will bring my auto insurance down, Ill find cheaper home insurance and I was approved for the Stand Alone Partial Claim. Explaining this brings all the forbearance payments into a separate loan. I just did not know the amount that was going into this Partial Claim nor did I know why my mortgage payments was so much higher now then they were before? I believe he understands this. I told him I want to keep my home and currently on forbearance. XX/XX/XXXX, when I asked a U.S. Bank employee, if bankruptcy would still allow me to qualify for any of the loss mitigation options regarding my forbearance? She stated yes and I will still also be approved for the Stand Alone Partial Claim if qualified for the rule of current on mortgage 30 days or less, whether I filed bankruptcy or not. After filing the bankruptcy and noticing my new payment amount of over {$14000.00} due by XXXX XXXX, XXXX and stating Im so many days delinquent, I called U.S. Bank, XX/XX/XXXX, a U.S. Bank employee stated to me, my bankruptcy attorney will now figure out a monthly payment, I will make on my mortgage and any payments made to U.S. Bank meanwhile will be all voluntary until then. I dont know what that means? Do I still pay XX/XX/XXXX or do I get denied for the Stand Alone Partial Claim due to payment being voluntary? Confused, I have been hearing about and reading updated blogs, news and looking up information about issues I do not understand what my bankruptcy trustee is doing, as well as U.S. Bank conflicting monthly statements and letters since this forbearance began, I now dont know what is going to happen? I get the idea that chapter XXXX bankruptcy, is more option to lose your home if I do not get the Stand Alone Partial Claim after my forbearance and US Bank does not accept my XXXX XXXX XXXX, payment as an acceptance of that approved program. Will U.S. Bank place me as delinquent and require the entire amount due because of filing a Chapter XXXX bankruptcy? Is this a well known set up plan? Honestly how much worse can it get and what other options does someone like me have? Forbearance was not a help, if I would known, I would have to make this high or payments monthly and to modify was based on my credit score, at least I would been prepared mentally that I had to pack up and move from my home. These programs in the end, were all set up in a way for someone in my position to fail. Im having a difficult time uploading all my documents, this is my 5th attempt and my wife XXXX XXXX called the CFPB twice today to let them know, about our complaint and our uploading problems. I'm running out of time and need answers. If anyone needs to see any additional documents, I have them all and can send them another way. I wanted to send over copies of pay stubs, proof of new income, all billing statements, projected escrow analysis statements and home insurance statements but unsuccessful. I do have them available. There is the copy of the loss mitigation application i filled out, I hope this helps somewhat. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2020-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: U.S. Bank Reliacard has yet to solve my dispute nor have they issued the provisional credit I was told I would receive. XX/XX/2020 I called and disputed fraudulent charges on my account. I was sent a dispute form to fill out and either fax or mail back within 10 business days which I did on XX/XX/2020 and I havent heard anything back yet. The dispute form states that a credit will be issued when they receive it back. I called about 7 times since then and every rep I spoke to acted like they didnt know anything. The last rep I spoke to just said I dont know it takes time. Its annoying and unprofessional.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: They have my card locked and they say they cant unlock my card for me to receive my money. Im on the verge of being homeless due to me not being able to pay my bills end Im hungry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: XXXX XX/XX/2020 An unsolicited USBankReliaCard was mailed to me at an address I have not lived at for four years. The card was forwarded to me by the current resident at that address. The card is supposedly for receipt of unemployment benefits from the Colorado Dept of Labor and Employment ( CDLE ). I am retired. I am not employed. I am not unemployed. I did not file for benefits. I have not lived in Colorado for four years. I have not been employed in Colorado for many more years than four. I believe this an attempt at fraud or identity theft. I have attempted to contact USBank ReliaCard to deactivate the card, but can not get anyone to answer the phone. I have notified the three credit reporting agencies of this potential fraud activity. I have filed a fraud report with the CDLE. I have attempted to file a report with the FTC and have been directed to this bureau. I plan to file a police report. Please notify me if there is something additional I can do to stop this fraudulent activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63367
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There is an old account that was listed on my XXXX credit report from US Bank. The account was closed and zero out because of fraudulent charges back in 2016. I've contacted XXXX to dispute the incorrect balance showed and they've sent a letter stating US Bank has verified the account as correct. US Bank has a record of the letter that was sent to me with the account being corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: During the fall of 2018, I had fallen significantly behind on payments on a credit card that I had with Elan Financial Services and had entered a payment arrangement with them to avoid having my account go 120 days past due and fall into " charge-off '' status. My account was set to go into " charge-off '' status on Friday, XXXX XX/XX/2018. Through no fault of my own, the first payment that I was going to make as part of the payment arrangement had gotten delayed in the mail and wouldn't arrive until the Saturday, XXXX XX/XX/2018. I called Elan Financial Services on Thursday the XXXX and Friday the XXXX to inform them of my predicament, provide them a tracking number for the envelop that I had sent the money order in ( as well as the serial number of the money order ), and see if there were any solutions whereby we could avoid having my account charged off. On Friday, XXXX XX/XX/2018 at approximately XXXX Eastern time, I was able to speak to a male supervisor at Elan Financial Services . This supervisor indicated that I had been misinformed about my account status and that the charge-off date was not until late XX/XX/2018 XXXX I do not remember the exact day that he told me ), and that as long as my money order was in their mailbox on Monday, I'd be fine. By Monday, XXXX XX/XX/2018, I realized that my account had in fact been charged-off so I called Elan Financial Services and spoke to a supervisor named XXXX ( her direct line is/was XXXX ). I described the situation to XXXX, who indicated that she would have to look into it and call me back. On Tuesday, XXXX XX/XX/2018 at approximately XXXX, XXXX did call me back to let me know that she reviewed all of the information and phone calls and that the male supervisor was indeed mistaken when he informed me that my account would not be charged off until late XXXX. Due to his error and the payment arriving late being no fault of my own, XXXX indicated that Elan Financial would not report my account as charged off/past due/delinquent to the credit reporting agencies. For the following two years, I have tried multiple times to have my credit reports updated, but it has not worked. I have disputed directly with the three bureaus as well as Elan directly, and they have made some changes, but my account still variously appears as delinquent/charged-off/past due ( depending on the credit reporting agency ) even though I have since settled the debt with them, hoping that this good faith move on my part would cause them to hold up to their agreement. I have been denied additional credit/increases on existing lines of credit multiple times since XX/XX/2018 directly due to Elan Financial Services not updating their reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 033XX
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: My wife, XXXX XXXX, received a debit card from USbank ReliaCard in the mail. It is for unemployment benefits from the State of Ohio. She has never lived in Ohio. She is not unemployed, and has never applied for unemployment benefits. The State of Vermont ( where we are residents ) told us this represents identity theft. Repeated calls to USBank have been fruitless. Its website has not been helpful. Today, as I write this I have been transferred to an unhelpful menu and been on hold for 25 minutes so far.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: US Bank charged an Analysis Service Charge in my business checking account with them without any reason. I called an spoke with a very rude Manager, her name is XXXX XXXX ( Customer Service Manager ) I asked information but she refused to provide information because she said that she can only have access to a personal checking account, not true because I called before to the same customer service and they assisted me with my business account issues. Next day in the morning I called and spoke with an agent in the business customer service depto, he said that fee was charged by error in my account and he would request for a refund. I waited 2 days with my account overdraft and the fee was not refunded, I am not able to call the business depto because they working hours matches with my working hours and when I finish my work they are close, so the day that I had to call them, I called off to my work losing profit because the issue that US Bank caused me. After waiting 2 days for the refund I called Us bank again and the same lady XXXX XXXX came to the line more rude than the first time and I just was looking for answers of why I was lied before about the fee refund. I lost money not working because this issue and still not resolved. So probablyI will have to call off tomorrow against just to call Us Bank to see what is going on with that Analysis Fee which is not included in the fees description at the time of my account was open.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I completed a Loan Modification on my XXXX with US Bank in XX/XX/XXXX due to hardship. I was instructed to make monthly payments of {$890.00} for XX/XX/XXXX, XXXX, XXXX & XXXX of XXXX as a trial period to finalize the modification. The payments were made and were on time. Those payments were reported to the credit bureaus as late, I don't understand why this is. XX/XX/XXXX, I received a cover letter & new loan terms with the existing XXXX cover letter reflecting a fixed rate of 3.5 %, {$410.00} towards P & I, and {$140.00} toward escrow. My new loan payment of {$550.00} was due on XX/XX/XXXX. A payment of {$550.00} was paid, {$360.00} applied towards the principal. {$190.00} applied towards interest and nothing being applied to escrow. The XXXX XXXXXXXX XXXX all payments due in the amount of {$410.00}, XXXX per monthly statements ) each payment was paid. XXXX XXXX XXXX payments being applied towards P & I only. I made XXXX & XX/XX/XXXX property tax payments directly to the XXXX XXXX tax assessor & monthly payments to XXXX XXXX for homeowner insurance. XX/XX/XXXX payment due for modified agreement, was in the amount of {$1300.00}, requesting Principal Due {$220.00}, Interest Due {$190.00}, Escrow Insurance Due {$390.00}, Escrow Taxes Due {$470.00}, Other Due {$60.00}. This is the first time an escrow account has been established for the loan. I was never notified of a deficiency to an escrow account, I only received the large payment due XX/XX/XXXX, and my statement dated XX/XX/XXXX, is the first time an escrow account showed on any monthly statements. I called US Bank to inquire about the increased amount and was told the increased payment was due to having an escrow account. I have continued making payments and extra when I was able, but I am on a fixed income being on XXXX is why I applied for the hardship modification in XXXX. In XXXX I made a payment of {$600.00}, {$410.00} applied principal, {$190.00} applied toward escrow & nothing applied towards interest, escrow balance of {$820.00}. In XXXX I made a payment of {$410.00}, the full amount of {$410.00} applied towards escrow only, US Bank made property tax payments of {$260.00}, escrow balance of {$970.00}. Due to this required large payment, my account has suffered late fees, before this my account was current and up to date. In XXXX I made a payment of {$600.00}, {$410.00} applied principal, {$190.00} applied toward escrow & nothing applied towards interest, escrow balance of {$820.00}. In XXXX I made a payment of {$680.00}, {$220.00} applied principal, {$160.00} applied toward interest & {$290.00} applied towards escrow, escrow balance of {$1200.00}. As of XX/XX/XXXX, the amount due is {$1500.00}, my current escrow balance is {$1200.00}. There have been several errors made to my account since the finalization of my modification. I have contacted US Bank several times over the past XXXX months to address this issue with no resolution. I contacted US Bank again on XX/XX/XXXX, the representative could not answer nor resolve my questions/issues. During the call, I requested a full audit of my account/loan. I also requested a report of escrow sent to me, the representative confirmed the audit/report would take 5-7 days to complete. As of XX/XX/XXXX, I have not received any update of the audit nor have I received a balance report. I contacted US Bank on XX/XX/XXXX, requesting an update. I was told by supervisor Isacc I have never seen a loan such a mess like this before. He was unable to provide an update with my request made on XX/XX/XXXX, he said all he can do is submit a ticket to request an update and it can take up to 3 business days to receive a reply back to him. XX/XX/XXXX, I went into a US Bank Branch located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX, to make a payment. The teller told me, they can not accept my payment because my account was in the process of being closed. I called the ( 800 ) customer services line, after being transferred to multiple representatives ( s ) there has been no confirmation on whether the account is or is not in the process of being closed. There have been several errors made to my loan since the finalization of my modification in XX/XX/XXXX, the following listed below is a REQUEST FOR INFORMATION/NOTICE OF ERROR UNDER RESPA REGULATION X 1.Establishing an escrow account 4 months into the new loan modification terms 2.Requesting the borrower to pay the payment of {$930.00} on XX/XX/XXXX, towards escrow without notice. ( ref RESPA regulations ; Escrow Account Analysis 12 CFR 1024.17 ( c ) ( 2 ) and ( 3 ) and 12 CFR 1024.17 ( k ) ) 3.Failure to apply an accepted payment to principal, interest, escrow, or other charges as required by the mortgage loan and applicable law ; 4.Failure to accept a payment that conforms to the servicer 's written requirements for the borrower to follow in making payments. 5.Failure to pay taxes, insurance premiums, or other charges, including charges that the borrower and servicer have voluntarily agreed that the servicer should collect and pay, in a timely manner as required by 1024.34 ( a ), or to refund an escrow account balance as required by 1024.34 ( b ). 6.Imposition of a fee or charge that the servicer lacks a reasonable basis to impose upon the borrower. 7.All additional errors relating to the servicing of my mortgage loan, payments, notices, balance ( s ), and status of my mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-20
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I made a complaint before and I was told it was resolved and all holds were taken off of my account. Yet, I have not been able to use a card till this day. I will need a new card and for it to be unlocked. This problem has been going on since XXXX and now its becoming more urgent to get it unlocked. I have done countless efforts to get my account unlocked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A