Consumer complaint received 2022-02-09
Company: U.S. BANCORP
State: MN
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
I had been applying for the U.S. Bank Simple Loan for nearly two years, and each time I received a vague denial reason to my credit application : " Poor credit or deposit performance with U.S. Bank. '' I have attached a sampling of denial letters for these Simple Loans, dating back to XX/XX/XXXX, although there were many more denial letters over the course of my banking relationship with U.S. Bank. I had asked customer service to define " poor credit or deposit performance with U.S. Bank, '' and each time I was told they did not know what this meant, or I was told to call a different department within U.S. Bank. Each time I called whatever department I was referred to, no one could tell me how or why I had " poor credit or deposit performance with U.S. Bank. '' On XXXX XXXX, XXXX, I contacted U.S. Bank by Direct Message on XXXX to file several complaints, one of which was a formal complaint of unfair lending practices in regard to the continued declines related to my credit application for a U.S. Bank Simple Loan. I asserted to their Social Media Ambassador, XXXX, ( his phone number is XXXX ) that I believe I was being unfairly discriminated against when I applied for the U.S. Bank Simple loan over the course of nearly two years. I asserted to XXXX that U.S. Bank must tell me precisely and exactly what " poor credit and poor deposit history '' meant to me, specifically ; a generalized statement was insufficient and did not allow me any opportunity to exercise my rights under applicable credit application and credit reporting laws to rectify whatever " poor credit and poor deposit history '' was causing repeated declines of my credit applications for the Simple Loans, and placing a hard inquiry on my credit report each time I made an application. After more than two months of XXXX stating he found no evidence of any " poor credit or deposit history '' that was specific to me with U.S. Bank, XXXX then agreed to route my formal complaint of discrimination and unfair and deceptive loan and credit practices to U.S. Bank 's corporate offices sometime around XXXX XXXX, XXXX, for them to investigate. After XXXX agreed to this, he let me know that my complaint was out of his hands. Even still, I received absolutely no communication or correspondence from anyone -- either XXXX or U.S. Bank 's Corporate Office -- that my complaint was being investigated, whom to contact with questions or any anticipated resolution date. XXXX informed me that my complaint would be completed within 15 calendar days. On XXXX XXXX, XXXX, I again followed up with U.S. Bank and XXXX via XXXX XXXX XXXX to inform them that I had not received any communication regarding my fair lending complaint. XXXX and U.S. Bank ignored my Direct Message despite my complaint, at that point, having taken more than the promised 15 calendar days. My complaint then continued to not receive any response or acknowledgement from anyone at U.S. Bank. On or around XXXX XXXX, XXXX called me and advised me that U.S. Bank 's Corporate Office had informed him that they were " close '' to a resolution to my complaint, but there still was no anticipated resolution date and XXXX was unable to share any details or information regarding what update he'd received from their Corporate Office. Additionally, I was not allowed to speak to anyone who was handling my complaint in the Corporate Office, and XXXX was unable to answer me when I directly asked him why my complaint was never acknowledged by the Corporate Office, why there was no communication on the delays of responding to my complaint, and why any resolution to my complaint was taking more than 30 days. Overall, U.S. Bank failed to abide by state and federal rules concerning the timeframe of resolving my complaint and communicating the delays that U.S. Bank intentionally caused. I received the attached letter from U.S. Bank, dated XXXX XXXX, XXXX, more than 30 days after making my official complaint of unfair and deceptive lending practices, in which XXXX XXXX says that U.S. Bank will delete only one hard inquiry from my credit reports for the countless Simple Loan applications I had made over the course of nearly two years. When I inquired with XXXX why only one hard inquiry, out of more than 10 hard inquiries would be removed from my credit file, he said he did not know and that I should refer to the letter from XXXX XXXX or contact U.S. Bank 's Direct Consumer Lending department to discuss this. As of the date of this complaint, no hard inquiry has been removed from any of my credit files. Additionally, whatever enclosures that were to have been included with XXXX XXXX 's XXXX XXXX letter, there were no such enclosures included. I am absolutely not doing U.S. Bank 's homework or their work for them by calling their Direct Consumer Lending department to ask them to do work they already promised to do. Failing to include the enclosures in the XXXX XXXX letter and failing to delete the one hard inquiry from my credit file, as promised, further demonstrates that U.S. Bank did not adhere to internal, federal and state guidelines when responding to my complaint, nor did they take seriously the complaint I made to them more than 90 days ago. I have attached screen shots of the Direct Messages on XXXX, providing evidence of XXXX and other U.S. Bank employees not responding to inquiries concerning this complaint.

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