Consumer complaint received 2022-06-04
Company: U.S. BANCORP
State: SC
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
My lease on a XXXX XXXX XXXX began on XX/XX/XXXX and was for a term of 24 months. In the few months prior to end of lease, I began receiving calls from US Bank regarding where my car was. I had taken it to XXXX of XXXX to assess if the car had any value over what I would owe on a payout and this somehow turned into US Bank thinking the vehicle was turned in. I spoke to US Bank representatives in early XXXX and stated that this was not the case and I would be returning the vehicle on XX/XX/XXXX. 

On XX/XX/XXXX, I returned my leased vehicle to XXXX of XXXX, which satisfied the end of my lease agreement. All payments were made, which was confirmed by the dealership. Paperwork stating that the vehicle was returned and the lease agreement had been terminated is in my possession. This should have ended me being charged by US Bank and this account should have been off my credit report. I DO expect a final bill from them as they have a turn-in fee at end of lease. 

Since that day, I have been charged two separate monthly lease payment fees and just received a notice that the account was delinquent ( XX/XX/XXXX ). This is despite the fact that I have gone back and forth with US Bank representatives regarding this being an issue. Initially, I entertained their assertion that it was somehow my responsibility to coordinate communication between them and the dealership regarding the whereabouts of the vehicle. Between 1 and 2 weeks after turning the vehicle in, the dealership advised that they informed US Bank that the vehicle was in their lot and they could come get it. I visually confirmed multiple times that the vehicle remained in the same exact spot that I left it on XX/XX/XXXX. 

For the last month I have been telling US Bank that the vehicle is at the dealership and there is no legal reason to continue charging me for the lease. Each time, I have been told that they will not charge me anymore. Approximately two to three weeks ago, a US Bank representative told me that they would handle the situation directly after getting off the phone with me. This was after I demanded a supervisor and was not transferred to one. I accepted the presumed sincere conclusion, but then received the aforementioned delinquent notice and saw my credit score go down 70 or so points. 

Yesterday, I called US Bank billing and was told that the vehicle has still not been accounted for by US Bank and would need to be for the account to be fixed. I was told to talk to the leasing department ( who has been my main contact for almost all communication ) and immediately called them. I was again told that XXXX of XXXX did not let them know the vehicle that the vehicle was in their possession, which is impossible. Myself and the lease return representative at XXXX of XXXX both informed them of the contrary. The representative wanted me to again coordinate with the dealership. I informed her that I have an extensive history with dealing with this specific problem and the vehicle has not been in my possession nor is it my legal responsibility to know it's whereabouts. She tried to tell me that I was incorrect, despite the complete ridiculousness of a consumer somehow being responsible for being tasked with the security of a vehicle on a dealership lot. 

This representative of US Bank, after ignoring my demand to speak to a supervisor, then put me on hold for XXXX minutes to contact the dealership. Upon returning to the call, she informed me that the dealership lease return representative was not in today but she had passed my account on to the " team '' which schedules and collects vehicles. This would be fine if it satisfied the account, but I was told it was in my best interest to call again next week to confirm this was completed. My account balance and delinquent status remains for who knows how long. 

Without being dramatic, I'm scheduled to close on my house this month and am the sole provider for a family of XXXX. We've been hemorrhaging cash on XXXX rentals and if the closing falls through I will suffer significantly. US Bank could not be anymore inept in their handling of this situation. They've damaged my credit, caused undue stress, and could potentially cost me thousands if I'm forced to reapply for a mortgage at a much higher interest rate ( not to mention costs a associated with renting expensive furnished housing ).

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 non-monetary relief