U.S. BANCORP

2019-11-02

Western Sprgs, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Citrus Heights, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Oak Grove, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have been holding the phone for 30 minutes while a girl named XXXX in the business service center has told me she was calling another department but hasnt came back to the phone. I keep being lied to, I have called 5 times about 2 charges from XXXX XXXX for {$5.00} and {$12.00} that were fraudulent and need to be removed from my account after being disputed. I was also told the 3 overdraft fees for {$36.00} each on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX would be removed. Instead of doing what your representatives promised they keep adding more late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Second Complaint in response to a letter from US Bank regarding prior complaint. Having ongoing issues paying my mortgage to US Bank. US Bank has and is taking money from my mortgage payments for fees. I further suspect that the additional principle reduction amounts included in my mortgage payments are not being process at time of receipt. US Bank unfairly collected late fees, numerous times, when I mailed the payment to the location designated in the note or on the payment coupon, and US Bank received this payment within the prescribed allotted time period allowed on the loan documents to avoid a late fee. US Bank blamed the Post Office or justified their late fees due to the Post Office delays. I had to produce numerous Post Office Tracking ( priority mail ) slips to prove that US Bank did in fact receive my payments within the agreed to time, in my loan documents at the designated location given by US Bank. US Bank went as far as stating that there was a lag time of 3 to 4 days that US Bank needs for processing mortgage payments. I expressed that nowhere in the loan documents did it make mention to this and that I was responsible for this processing time. Which in effects reduces the allotted time, afforded to me, to pay my mortgage by 3 to 4 days, because of US Bank need to process the receipt of the Mortgage payment? It was suggested by customer service to just go to a local branch and pay the mortgage there, instead of mailing it to the designated location on the coupon. To take the blame away from the post office. I succumbed to this demand. Doing this for about one year and just recently US Bank decided to issue this mortgage statement on the XXXX of the month, rather than after receipt of my mortgage payment. What this has allowed US Bank is not to report my mortgage payment for the month ( if received after the XXXX ) or breaking down my mortgage payment ( when it was received ) showing me what the mortgage payment went towards. In other words they will be able to collect fees without me being aware of them. So now if they receive their mortgage payment on the XXXX my statement will show total amount due of two months, which is incorrect, if the payment was received within the agreed to time frame of the loan documents. This is improper reporting and is being used to pressure me in making payments in an unagreed to time frame. What US Bank is doing is attempting to collect additional fees, unjustifiable by first blaming the US Post office, then by stating there is a 3-4 day processing time and now by failure to fairly showing the breakdown of what the mortgage payment went towards when they receive my mortgage payment. I know for a fact that other mortgages are being processed as before and it appears that running a mortgage statement before the end of allotted time frame is unique to my mortgage. My understanding is that this is either a XXXX XXXX loan or was given using their guidelines and thus the servicing should be held to XXXX XXXX standards. Or at a minimum to Fair lending practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Bromley, KY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Philatelic Center, CA

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: I was charged 3 late fees in 3 consecutive months XX/XX/19 ( {$29.00} )XX/XX/19 ( {$39.00} ) XX/XX/19 ( {$39.00} ) and interest. After having explained to them about having financial hardship the bank continuously kept on charging late fees on top of late fees. I dont see how on the basis of trying to make ends meet, does it ethically or humanly make sense to continue to charge a customer something they can not afford. On top of that, the last payment was made the night of XX/XX/XXXX and I was still charged the {$39.00}. I dont believe that these practices are moral or fair and would like to request the fee ( s ) reversed. A bank that operated on ethics would not take advantage of those already struggling and would at least help if asked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-11-01

Boise, ID

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: After a month of sending in paper work, taxes, Mortgage notes and passing credit requirements. I was in the last process of being approved for a home equity line of credit through US BankXXXX Then under writing discovered that in 2008 my mortgage had been motified, through the HARP program. This program was designed to bailout the banks and help refinance the struggling homeowners, at a fair and reasonable rate. Since my homeloan was through XXXX XXXX, XXXX XXXX & I was indeed struggling to keep my home, I qualified. Now 12 years later, USBANK rejected my application and said I no longer qualified to receive a Home equity loan. They stated bank policy, states, no home equity loan, could be given on a mortgage that had been motified, due to financial hardship. I read my HARP agreement & no where does it state that I would lose my right to utilize any future equity in my home, for as long as I held this HARP mortgage. The 2008 housing market crash, left me victim to almost losing my house. Now 12 years later, because I participated in this program I am being discriminated against. I feel this is an unfair lending practice & wish to not only complain, but find out how many other people have been denied the right to utilize their equity, by USBANK or any other lending institution. If I had filed bankruptcy I could of kept my home & it would of fallen off my credit in 7 years. I chose to instead, to work with the banks, pay what I owe, stand strong & build my life again. I would like this situation investigated, if not for myself, then for all the other people in my position, who did not realize they were or would be discriminated against. I should not have to refinance my home in order to use its equity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

MI

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Unable to receive car title or other problem after the loan is paid off
Complaint: On XXXX I paid {$26000.00} to pay off my XXXX XXXX XXXX XXXX a month early before the lease expired. US Bank cashed the check immediately and closed the lease o XXXX per US Bank. I have made numerous phone calls to get the title to this vehicle and the release of the lien and have gotten nothing but the runaround. It is now THREE months later and no title or paperwork for release of lien. I call US Bank weekly but get a runaround and excuse after excuse. Every time you call there you speak to a different person and a different runaround. It's either in the mail or it's being overnighted to me. As of today NO title or paperwork. My last phone call was yesterday, XXXX, at which time I again was told I would get it next week!! I told " XXXX '' I wanted my money back and they could come get their XXXX. I was told that I could not get my money back! My sister gave me the money to pay off this vehicle as she is buying it and is beyond upset!! This vehicle is sitting in my driveway now three months later and she feels she has been ripped off. I want the money back WITH INTEREST and US Bank can come get the XXXX!!! I am tired of this nightmare!!! Never have I been through such an ordeal with a bank!!!!! NEVER will I ever deal with this bank again through a dealership!!!! Please HELP!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Lenzburg, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: US Bank contradicted itself by charging {$520.00} per month in XX/XX/XXXXwhile the attached letter from US Bank states that the payment was {$480.00}. US Bank is in breach of the Settle Agreement of XX/XX/XXXX by changing the agreed monthly payment, did not explain itself after numerous inquiries, charged attorney fees in XXXX and XX/XX/XXXX, not applying payments on the effective date, refused payments, and refused to send requested documents. US Bank also has charged numerous " Property Preservation '' fees beginning on XX/XX/XXXX. ( see Customer Account Activity Statement ) This is more than a year and a half before US Bank falsely claimed that I was in breach of the note. Property Preservation fees are paid to someone hired or contracted to " preserve '' the property, particularly when the property is abandoned. At no time was my property abandoned, and at no time did anyone come onto my property to do any work to preserve it. Please keep in mind US Bank charged my account {$15.00} each time. Which begs to ask, what work can be expected for {$15.00}? Did they sweep the sidewalk for 5 minutes? Who at US Bank decided on the need to preserve my property and who did the work? Attached is the US Bank letter dated XX/XX/XXXX, Customer Account Activity Statement supplied by US Bank, receipts from hand delivered payments to local US Bank branches. Comparing the dates on the receipts and the dates on the Customer Account Activity Statement, it is obvious that US Bank applied only 2 receipts on the effective date, while delaying or refusing 102 payments. In a letter written XX/XX/XXXX by XXXX XXXX, Customer Advocacy Specialist for US Bank, she states the following : The term " without '' : After I wrote stating that US Bank is operating without the Security Instrument and the Note, Ms. XXXX thought " without '' meant that US Bank was not in possession of the Instrument and the Note, and includes a copy of both in her response, instead knowing the meaning of " without '' is the opposite of " within '', thereby disregarding all proof I provided of US Bank using a suspense account, delaying payments, rejecting payments, and requiring certified funds. Payment and unusual account activity XX/XX/XXXX : Ms. XXXX wrote " your account was brought current and due for the XX/XX/XXXX installment. '' The account was not taken out of foreclosure untilXX/XX/XXXX as per a letter written by US Bank attorney Ms. XXXX. Shortly after payment was mailed to Ms. XXXX law firm in XXXX. US Bank applied the payment on XX/XX/XXXX. On XX/XX/XXXX US Bank levied a {$15.00} late fee as per the Customer Account Activity Statement. On XX/XX/XXXX US Bank charged {$690.00} and {$380.00} as an Attorney Advance. On XX/XX/XXXX US Bank accredited the loan {$1000.00} and also charged the loan {$1000.00} as Corp Advance Adjustment. See Customer Account Activity Statement. Payments applied effective date of receipt : To the readers be advised that all payments beginning XX/XX/XXXX were delivered to local US Bank branches, and once in XXXX, Indiana. Ms. XXXX wrote " payments made at a branch are mailed to our payment processing center creating a slight delay in processing payments ; however, once payments received and processed, the payments are applied with an effective date of the day it was received at the branch. '' Ms. XXXX did not mention that US Bank can electronically process payments at a branch and is applied the day after. As per the Customer Account Activity Statement only 2 of the electronically processed payments were applied the " effective date of the day it was received at the branch ''. Also, no payment mailed from the branch was applied the effective date received ( see Receipt images ). Furthermore, some of the payments delivered to the branch were processed electronically, but most of them I was told had to be mailed. Ms. XXXX did not answer my question of what the US Bank policy is on whether a payment is to be processed electronically or to be mailed in. Neither did she answer by what law based authority nor who at US Bank makes this distinction. Partial payments : Concerning partial payments Ms. XXXX wrote " we are not able to credit your mortgage account payment, until the entire amount of your principle, interest, and escrow has been received. '' She did not answer my question of US Bank policy to not credit partial payments immediately. But she then states " funds received that were less than the amount of your payment and the account the due date has passed, the funds are applied to your suspense account until additional funds were received to credit the entire payment, or possibly returned depending on the default status of the account. '' As per the Activity Statement no partial payments received before the due date were applied the effective date of receipt. Also Ms. XXXX did not answer my question of US Bank 's use of a suspense account not being enumerated in the Security Instrument or the Note. ( Suspense accounts are used by corporations to hold funds that are either not known of what account to apply funds to, origin of funds not known, or suspected illegal use such as drug money. None of these descriptions apply to my mortgage account being that US Bank knows who I am, what account the funds are to be applied, and that my funds are not of illegal origin. Therefore, funds that US Bank applied to " my '' suspense account should've been applied to the escrow account. ) Ms. XXXX then affirms both her and my assessment of partial payments ; " If the due date has not been reached, and a partial payment is received, these funds will be applied as a principle curtailment. '' As per the Customer Account Activity Statement, no partial payments received before the due date were applied to the principle, but instead applied to the suspense account, thereby not reducing the principle and reducing the accrued interest, but keeping the principle at the previous level, not reducing the accrued interest level, and giving US Bank the opportunity to make interest off funds in the suspense account intended for principle. Payment increase : Ms. XXXX writes ; " Your payment increased form {$480.00} to {$540.00} effective XX/XX/XXXX ''. This statement is in agreement with my argument that payments were {$480.00} as I paid {$480.00}. Therefore, US Bank 's assertment that payments in XX/XX/XXXX were above {$480.00} are false. US Bank is breach of the Settlement Agreement of XXXX XX/XX/XXXX. Due to these facts I request that the account be reassessed for the year XXXX to date following the writings of Ms. XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Vab, VA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-10-31

Euclid, OH

Managing the loan or lease

Vehicle loan or lease: Lease

Problem with fees charged
Complaint: US BANK Lease I always use the US Bank Automated payment system to make my payment. In the early part of the lease, I miss-typed my bank account number and a payment was rejected. I noticed that my account was not debited so I made the payment at that time. Every time I call in to make my payment, it only says the regular payment is due. When requesting a payoff last week, I found out that over {$600.00} in fees have been assessed to my account. US Bank has not returned my call to inform me if they are willing to reverse any of the fees assessed. The payment due on the automated system should say what is actually due. Had I known this was an issue, I would not have let this continue over the years. Any assistance you can offer is appreciated. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Forada, MN

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Sioux Falls, SD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Punta Gorda, FL

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-10-31

Suquamish, WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Flowerfield, IL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-31

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

N Highlands, CA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Three Bridges, NJ

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem extending the lease
Complaint: I leased a new XXXX XXXX XXXX in XX/XX/XXXX. The lease ended in XX/XX/XXXX but I extended the lease to XX/XX/XXXX. The monthly lease amount was {$300.00} for the term of the lease. In XX/XX/XXXX, the company decided to add an add'l {$20.00} to the payment making it {$320.00} stating the difference was sale tax. The base amount of {$280.00} and the sales tax of {$19.00} totaling {$300.00} should not have changed. The {$20.00} represents sales tax being charged on the base plus the {$19.00} sales tax. I've made countless phone calls and sent letters over the past 5 months. They continue to say I owe the money and send me paperwork I don't ask for. Management was of no help either. Now they are charging me {$50.00} in late fees which are included in the {$110.00} they say I owe. I do not want this to show up with the credit bureau which I stressed to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Bordersville, TX

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Encinitas, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-10-31

Itasca, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Hollywood, CA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-30

Alhambra, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a U.S. Bank Business Checking account on XX/XX/19. U.S. Bank was running a promotion from XX/XX/19 - XX/XX/19, during which if I opened an account and deposited {$5000.00}, I would receive a {$400.00} bonus within 45 days. I deposited {$5000.00} by XX/XX/19, and as of writing this complaint on XX/XX/19, I have not received the bonus. The banker that opened this account and U.S. Bank have both been unhelpful and misleading. In fact, I was told that I had already met the bonus requirements, only for a banker to tell me that I needed to upgrade my existing checking account, to see if that would " fix '' the bonus. Unbelievable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response