Consumer complaint received 2021-02-24
Company: U.S. BANCORP
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Been with US BANK for 5 yrs plus and always had my account on autopay so I would not have to worry about having late payments or any other problems with any of my accounts. In XXXX of 2020 COVID 19 pandemic hit, the United States decided to shut down for two months to slow down the virus. Due to the shutdown A lot of businesses shut down and the flow of money stoped, A lot of people did not know which direction we were headed in as far as money to feed families or how to pay bills. As far as myself I took it in consideration to take all my accounts off auto pay due to pandemic. During pandemic shutdown you can tell that a lot of creditors adapted to the peoples reaction, to the way people were paying accounts or bills. They put into action a systematic way to handle the great amount of people reacting in a certain way due to pandemic ( payments ). 
Im reaching out due to the fact of pandemic that after the two months pass and United States opened up, I put all my accounts back into autopay ( 15+accts ). 
As I go about my days, about a month later I received a phone call from US Bank stating I missed a payment as I speaking to rep I say thats odd because I put all my accounts on auto pay, I told them that there probably was a mistake and if I can have late payment Took it off, they waved it and I put auto pay on though website. Let me note that I been dealing with my credit for 10 years plus and Im on it due to the fact that I have goals in life which involve credit so Im pretty good at payment history and have apps that I pay to Monitor and view credit, I can say, pull my credit before this incident and I only have one miss payment throughout my 10 yrs plus and the miss payment is from the beginning of my credit years. 
So two months pass and I get a phone call from US Bank stating that I am two months behind of no payment I explain to them how could this be accurate due to the last call that I received, which I fixed problem and Resolved issue and put my account back on auto pay they stated that this information was incorrect as far as payment being received, I explain to them very well about the situation and stated to them that why would I continue to disrupt my credit and if there was anyway to resolve and fix this problem, the customer service rep advise me to take it up with the credit bureau because it was not in his Authority to act on this particular issue. And there was nothing he could do about the miss payment we went back and forth with the situation coming to a conclusion that We can not do nothing about the situation even after I spoke to a supervisor which stated the same thing the customer service stated. I also implied that why did they go pass so many days without informing me or sending me letters to my address or my email which I asked them what email they have on file and it was the wrong email I wanted to state that I also asked him to put it into the computer as a note. Again I went to auto pay and applied my bank information just so my account could be updated. 
About a month later I got a notification on my XXXX credit stating that my score had dropped 60 points at this moment my feelings are involved and I was very upset due to the fact Ive been working on my credit for many years and its hard to gain credit but easy to lose points which we work so hard for. So I contacted the credit bureau and explained the situation they advised me to write a dispute under website and send it in. With this information I then went to the Internet and looked up forms on my situation. I then took it into consideration that I should pay somebody that specializes in credit which I did and they disputed it in their own manner which the outcome was not very well due to the fact that they have so many customers and they dont look at mine like if it was their own. 
I am now going into action On my own to really look into the situation and trying to resolve it, ive contacted US Bank and spoke with another supervisor which got me nowhere because she keeps stating with me that the information on the computer states what it states and therefore it is what it is. 
Frustrated with the situation I asked her if there was anybody else I could talk to because I look at it like if it was a local bank within the community looking at your best interest and knowing the customer that you would have this Bond and the issue would be resolved the very first time and even if the first time wasnt resolved Im pretty sure the second time certainly with no doubt be no problem and the situation will get taken care of. At this point I feel like US Bank does not take each customer lightly as a person of a community. 
I hope you understand that Ive been working on my credit for many many years because I have goals in my life and US Bank has disrupted my credit 60 points which devastates me and I dont think that I am being viewed as a customer and no one is hearing my situation out properly. 
Im trying my best to resolve this issue and have this late payment disputed off my credit so I could go back to normal, I am going through the steps Im trying to reach out to you to resolve this issue I hope you gather all my information and look at the big Picture and see the facts That I provided and you can go and research the facts and see That I am not lying about my payment History please take this into consideration. 

US Bank does not have headquarters nor banks in communities which they can relate and bond with the community and understand Situations and move forward With happy customers On a personal level I feel like their corporate and dont wan na resolve the issue because customer service reps have to go by the book. Typical bank standard issues which I think the government should help people resolve this issue is with banks

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