Consumer complaint received 2021-05-26
Company: U.S. BANCORP
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
US Bank made an unauthorized deduction from my personal XXXX XXXX  checking account. 

I leased a XXXX vehicle through US Bank onXX/XX/XXXX via XXXX XXXX XXXX Dealership ( see attached lease agreement ). My lease was for 36 months ; last payment was supposed to beXX/XX/XXXX ( see attached spreadsheet ) ; payments were required to be deducted automatically and directly from my bank account. 

1 ) I was supposed to return the vehicle to the dealer on Sat, XXXX. 
2 ) I called US Bank onXX/XX/XXXX ( per my XXXX phone records I spoke with a customer service rep for 9 min ), and asked if I would be able to return the vehicle on Mon, XXXX, since I was not yet over my expected mileage. The bank rep said I have a week grace period and could return the car on Sat,XX/XX/XXXX to any XXXX dealer. 
3 ) OnXX/XX/XXXX I noticed US Bank made an unauthorized {$490.00} deduction from my bank account. I immediately called US Bank and spoke to a rep ( for 4 minutes ) ; I asked why I was charged another month and the bank rep said it was an error ; that my auto-payments should have stopped on XX/XX/XXXXand they would submit a claim to have me refunded. I didnt call my bank to dispute the charge, because I spoke to a US Bank rep who said they would take care of it. 
4 ) On Fri,XX/XX/XXXX, I returned the vehicle to XXXX XXXX Dealership. As instructed by US Bank, I called to notify the bank that I returned the lease vehicle. My phone records show my phone call lasted 19 minutes as I was waiting on hold for a very long time just to notify the bank that I did return the vehicle. 
5 ) OnXX/XX/XXXX, I called US Bank again to verify I would get a credit for the unauthorized {$490.00} deducted out of my bank account. I was on the phone for 26 min. The rep indicated they would follow up.

6 ) OnXX/XX/XXXX, after not yet receiving any credit or check, I called US bank again. On the phone for another 20 minutes trying to resolve this issue. The rep agreed there was an error and would escalate my issue to get me a refund.

7 ) OnXX/XX/XXXX, I received a letter in the mail from US Bank ( see attached letter ) indicating that my unauthorized {$490.00} payment was figured into a payoff amount that the dealer made. I had no idea that the dealer purchased the vehicle, and it is also not my responsibility to follow up with the dealership to get my money back that the bank took out of my bank account without my authorization. Per my lease contract, the bank was authorized to deduct only 35 payments from my bank. The 1st payment was included in my initial down payment of the vehicle. Anyone should imagine how shocked I am by this letter. US Bank stole money out of my bank account and continuously inconveniencing me by continuously calling US Bank.

8 ) OnXX/XX/XXXX, I called US Bank and spoke with 2 reps over a period of 1 hr and 3 min. The first person I spoke to acknowledged the issue and said hes seen its happened before. I asked to speak to a supervisor and he put me on the phone with XXXX. XXXX said US Bank is not responsible and I would have to submit a dispute with my personal bank where the money was deducted from. I was irate. XXXX put me on hold and never returned to my call. 

I can not afford to lose {$500.00} out of my hard earned money. This unauthorized transaction from my personal checking account should be considered illegal, unethical and direct theft. I can only imagine how many people this has been done to who didnt realize, or didnt have the patience to continue to follow the issue through resolution.

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