Consumer complaint received 2018-05-18
Company: U.S. BANCORP
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
***This is not a duplicate complaint. I am filing that without the third party associated. 

I am writing to complaint about the wrongful practice of US Bank who refused to accept the payoff payment and failure to send title to XXXX XXXX which we have refinanced the vehicle and changed ownership from my name to my husband 's name. 

I have contacted US Bank since XX/XX/XXXX once I discovered that XXXX XXXX paid off my US Bank loan by mistake ( XXXX, from XXXX XXXX, talked to us on the phone XX/XX/XXXX stated that our loan application was cancelled because their bank does not provide third party vehicle transfer loan ) and trying to get the issue resolved by asking US Bank to return the payoff and process XXXX XXXX Payoff Payment Check ( which was received by US Bank at the same time ). The issue has never resolved until today. 

I called on XX/XX/XXXX and spoke to XXXX from US Bank regarding the error and situation, - XXXX requested a letter from XXXX stating that they requested pay off in error, so that US Bank can issue the refund check back to XXXX XXXX - We called XXXX XXXX immediate and demand the letter to reverse the transaction, XXXX from XXXX XXXX stated that they need to escalate to the manager to resolve this issue and will call us back. 

We waited a few days and no response received so we called XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX and they were still escalating the issue.

XX/XX/XXXX we finally received the letter from XXXX XXXX  regarding the Cancellation to Payoff request and mailed to US Bank immediately to the address XXXX provided on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX including my name and loan number. 

XX/XX/XXXX XXXX- I called US Bank again to follow up - On the phone with the CS rep over an hour and escalated to XXXX XXXX - floor manager from customer service dept. 
- Emailed him the XXXX  payoff withdraw letter and he is forwarding it to the appropriate department to handle it correctly - He promised the issue will be resolved - Explained to him XXXX is sending back the refund check as they are the correct payoff bank. 
- He emailed someone he knows at the back office to get this find resolution - He stated he will reach back out to me Monday or Tuesday - XXXX XXXX Direct # XXXX Called multiple times the following 2 weeks but no response XX/XX/XXXX XXXX emailed XXXX XXXX from US Bank to follow up again - Waited another 2 weeks with NO response XX/XX/XXXX received another copy for the Payment cancellation request from XXXX - XXXX XXXX   misspelled my last name so we mailed and emailed the revised letter with the correct name to US Bank again. 

XX/XX/XXXX XXXX I called US Bank again due to no response from XXXX - Spoke to XXXX - She stated that she needs to escalate to her supervisor and submit a research - Waited 3 weeks never call me back XX/XX/XXXX approx. XXXX I called US Bank due to no response from this bank - Spoke to XXXX XXXX from customer service escalation - She referred my case to her manager XXXX XXXX Tel # XXXX and promised to get this resolved - I have forwarded her the XXXX   payoff withdrawal letter via email to her and faxed the doc again to XXXX fax # XXXX XX/XX/XXXX XXXX I called US Bank again - Spoke to US Bank XXXX XXXX She stated she will follow up with manager and confirm with back office and call me back in a few days. 
- There is no note about any check received from XXXX - There is no note about refund XXXX XXXX of reopening account to correct error. 
- She stated she need to escalate but never called me back to follow up XX/XX/XXXX via email to XXXX XXXX again - Asked about the status - She responded via email on XX/XX/XXXX - Here are the content - -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX, XXXX XXXX <XXXX> Date : XXXX XXXX Subject : Re : Follow up for XXXX To : XXXX - - Good Morning XXXX XXXX. 
- - I did get information from my processing department stating they do need proof of payoff from XXXX. 
- Please have them fax information to - - XXXX  - Fax - XXXX - - Thank You, - - XXXX XXXX - - ________________________________________ - From : XXXX, XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX  To : XXXX  Subject : Re : [ EXTERNAL ] Follow up for XXXX - - - Can I please have your act # again. I have not got a response. Will forward again to my manager. Your account number for your loan will save me time. 
- - Thank You, - - XXXX XXXX - ________________________________________ - From : XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX  To : XXXX, XXXX XXXX Subject : [ EXTERNAL ] Follow up for XXX - - XXXX XXXX, - - I haven't heard from you regarding the payoff issue and would like to follow up the status w you. Could you please let me know the status of the return payment to XXXX XXXX? 
- - Thanks, - XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX Date : XXXX XXXX Subject : Re : Follow up for XXXX XXXX XXXX XXXX To : XXXX, XXXX XXXX <XXXX> Good morning XXXX, Please see the attachment that includes the payoff check copy. 

XXXX XXXX has already sent the collection agency to impound my vehicle. They have waited almost 4 months still haven't got their payment back. 

XXXX XXXX has sent the payoff check again to your bank and urgently need the account to be reopen and process XXXX check. 

I really hope this can be resolved as soon as possible. 

Thanks, XXXX  XX/XX/XXXX XXXX - Received an email from XXXX XXXX regarding a refund check from US Bank again - I forwarded the email from XXXX XXXX to XXXX but never received any response ever -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX <XXXX> Date : XXXX XXXX Subject : RE : XXXX Loan required documents - XXXX To : XXXX  Cc : XXXX Hello there guys, Just wanted to advise that US bank sent back the check for the car loan saying it was already paid off. 

Please call me to go over this to find out what is going on, thank you! 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX XXXX XXXX Loan Officer XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX Direct ( XXXX ) XXXX Fax ( XXXX ) XXXX ext. XXXX Toll Free XXXX XXXX NMLS # XXXX XX/XX/XXXX XXXX forwarded XXXX @ XXXX to XXXX XXXX @ US Bank -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX Date : XXXX XXXX Subject : Fwd : XXXX Loan required documents - XXXX  To : XXXX XXXX XXXX XXXX <XXXX> Cc :  <XXXX> Hello XXXX, Just an update, US bank sent back their pay off check to XXXX XXXX again. 

Please advise how we should proceed. 

Thanks, XXXX  XX/XX/XXXX XXXX received follow up email from XXXX @ XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX <XXXX> Date : XXXX XXXX Subject : RE : XXXX Loan required documents - XXXX XXXX To : XXXX, XXXX, XXXX XXXX <XXXX> Hello everyone , Just following up to see what needs to be done with this. 

Thank you XX/XX/XXXX XXXX responded to XXXX @ XXXX from me -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX Date : XXXX XXXX Subject : Re : XXXX Loan required documents - XXXX To : XXXX XXXX <XXXX> Cc : XXXX, XXXX XXXX <XXXX> Hi XXXX, I haven't not received any response from US Bank or this representative. 

Best regards, XXXX XXXX. 


XX/XX/XXXX XXXX Spoke to XXXX ( collection dept. ) again at XXXX XXXX   XXXXia Phone - Transferred me to Title department and talked to XXXX - They are going to research more and call me back XX/XX/XXXX XXXX Emailed XXXX from US Bank again to follow up but no response until today still XX/XX/XXXX Filed a formal complaint on CFPB. 

XX/XX/XXXX Received a response stating that US Bank can not response due to Third Party involved that are not authorized on the account. I have attempted to add the third parties, XXXX XXXX and XXXX XXXX to be the authorized people to access the account. US Bank has been refusing to and the reason they explained is the account closed status and wont allow to add. 

XX/XX/XXXX Called CFPB at XXXX The representative XXXX , from CFPB , suggested to resubmit the complaint without the third parties.

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