Consumer complaint received 2017-12-12
Company: U.S. BANCORP
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
This complaint is filed against US BANK Consumer loan division. Here is a breakdown of the events organized by chronological order. 

In XXXX I relocated from XXXX to XXXX. At that time I had a vehicle lease with XXXX XXXX XXXX which I decided buy out with a consumer loan. I selected US BANK as a financial institution to finance my loan and transfer my title and registration to XXXX. 

Applied and closed the auto loan approximately XXXX/XXXX/XXXX XXXX/XXXX/XXXX called the branch for updates, left a voice mail for the XXXX XXXX XXXX XXXX XXXX. 
XXXX/XXXX/XXXX called the branch for updates, left a voice mail for the XXXX XXXX XXXX XXXX XXXX. 
XXXX/XXXX/XXXX called the branch for updates, left a voice mail for the XXXX XXXX XXXX XXXX XXXX. 

XXXX/XXXX/XXXX After several attempts and no response from the manager I contacted the XXXX XXXX XXXX. XXXX informed me that the wrong Sales tax was file and asked me to come to the office to sign another form. I asked why nobody contacted me earlier and I was the one that initiated this. XXXX explained that they were too busy. 

XXXX/XXXX/XXXX Called XXXX again. I was told me that paperwork will get mailed soon XXXX/XXXX/XXXX called again. Found out that paperwork mailed the same day and will be delivered on XXXX/XXXX/XXXX ( UPS tracking : XXXX ) XXXX/XXXX/XXXX received a letter in the Mail from XXXX XXXX stating that the wrong tax for was sent. Letter ID : XXXX XXXX/XXXX/XXXX XXXX registration expired. Vehicle parked XXXX/XXXX/XXXX Called Secretary of State ( XXXX XXXX ), checked with the following departments : XXXX Quality Control / XXXX Title Audit / XXXX Title Administration.. Got informed that my paperwork was sent back XXXX/XXXX/XXXX for insufficient check issued for title and registration. Check issued {$100.00}, required fee {$190.00} XXXX/XXXX/XXXX Called XXXX XXXX XXXX XXXX Insisted that XXXX calls the Collateral department in XXXX WI where all the paperwork is being held and ask them to hold paperwork so we can process at local level faster. XXXX told me that it takes 72 hours for the department to acknowledge the paperwork. XXXX asked me to call back no earlier than 72 hours. I explained that it take 4-6 weeks for Secretary of State to evaluate paperwork and thus it is really important that the paperwork remains onsite and someone from the bank goes and process everything locally. 

XXXX/XXXX/XXXX Contacted consumer loans ( XXXX XXXX option XXXX ) stated everything as stated above. I was promised that supervisor will call and request paperwork to be forwarded to the local branch for processing. Also got promised that the same supervisor will return my call and follow up with me afterwards. Received no call back. 


XXXX/XXXX/XXXX called XXXX XXXX, she told me that she did not talk to anyone and in fact the Collateral dept in XXXX WI has sent the paperwork to the secretary of state again on XXXX/XXXX/XXXX ( UPS tracking : XXXX ) and there is nothing that she can do. Asked me to work with Consumer Loan dept to resolve this. 

XXXX/XXXX/XXXX called consumer loan Dept. again and requested to talk to a supervisor. I was told that I will hear back by XXXX the same day. 

XXXX/XXXX/XXXX XXXX no call received from supervisor. Called again, and was told that XXXX will return my call soon. No callback received XXXX/XXXX/XXXX Tired of waiting and with no other options I was forces to deplete my savings and pay off the loan as the only resort to get my paperwork back and be able to register and use the vehicle.

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