Consumer complaint received 2021-03-03
Company: U.S. BANCORP
State: ID
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
Called US Bank in XX/XX/XXXX to get a payoff quote for my lease with them as I was looking to refinance this loan and buy my vehicle with the help of XXXX XXXX XXXX. Was given a payoff of {$29000.00} which was good through XX/XX/XXXX. XXXX XXXX XXXX sent a check overnight to US bank for {$29000.00}. The check and payoff authorization and instructions were sent to US Bank overnight on the XX/XX/XXXX and received on the XX/XX/XXXX. Tracking number was : XXXX through XXXX  XXXX. 
Received a phone call on the XX/XX/XXXX from US Bank stating that they needed titling and odometer paperwork completed to process the payment that they received from XXXX XXXX. Completed this paperwork and sent it via fax same day ( XX/XX/XXXX ). I spoke with a lady at US Bank by the name of XXXX XXXX in regards to this paperwork as I noticed a discrepancy on the forms she had faxed. The new payoff quote that generated on the paperwork was XXXX ; she stated that for her to print off the titling instructions they needed to run a new quote, but to go ahead and ignore this new number as they will honor the original payoff quote since the payment had already been received. 
Got another phone call in XXXX from US Bank and spoke with a lady on XX/XX/XXXX ( didn't write down her name ), asked her at that time if things were taken care of as I had just gotten another phone call in regards to payment collection from them. Asked if the payment was applied to the loan now that US Bank got the paperwork back to process alongside the check. She stated that they received the paperwork and that the payoff of XXXX was going to be applied and honored and everything would be good and that I should not receive any further calls from US Banks payment collection department. 
Received multiple phone calls during the month of XX/XX/XXXX from US Banks debt department asking for payment arrangements, noticed that my credit had been hit with delinquent payments from US Bank ( I had been making payments to XXXX XXXX XXXX  this whole time as they had already sent funds to US bank and taken on the refinance on my loan ). 
Called US Bank on XX/XX/XXXX. Spoke with XXXX XXXX from US bank she stated that they were not going to honor the payoff quote after all and that we needed to send a new payoff to them or the account will stay open and negative actions were going to continue to take place. At this point I asked them why they weren't going to be honoring the payoff quote anymore because I had been told differently every time beforehand when I had called or received a phone call. She stated that because the check they received was short from the payoff quote that was ran on XX/XX/XXXX that the cashiers check that they have on record for me would not be applied to my lease at US Bank. At this point I found out that US Bank had rejected the check and decided that they would not apply it to the loan back in XXXX this whole time ; I asked for them to return the cashiers check because XXXX XXXX would not issue a new payoff until the cashiers check was sent back to them. XXXX XXXX XXXX  questioned why they had held onto a cashiers check for so long to begin with as this is not good bank practices especially if they had already made the decision to reject the loan because if they would have sent back the cashiers check at time of rejection XXXX XXXX XXXX  would have sent a new check for the new amount before any negative reportings or late charges were applied. Instead, US Bank held onto the check from XX/XX/XXXX until XX/XX/XXXX. 
During this phone call on XX/XX/XXXX XXXX XXXX XXXX with US Bank ran a new payoff quote of {$28000.00}. This payoff quote was good through XX/XX/XXXX. XXXX XXXX XXXX  sent this money to them via wire as instructed by XXXX for {$28000.00} on XX/XX/XXXX as instructed and sent new titling instruction paperwork and odometer reading paperwork same day to fax number : XXXX as instructed. We were told the turnaround time would be 4 days until XXXX XXXX received a title if we sent this to them via Wire. 
Got a letter in the mail dated XX/XX/XXXX from US bank stating they had received our payment, but was again missing the odometer reading paperwork and titling instructions, received this letter via XXXX tracking number : XXXX. Sent them a letter back following day on XX/XX/XXXX with copies of the wire, payoff quote and completed paperwork that was ALREADY faxed to them on the XX/XX/XXXX. Sent this letter and information to US bank via XXXX next day air to XXXX XXXX tracking number : XXXX. 
Received a phone call several days later from a US bank rep stating that they were still trying to collect payment from me, told them that they should have all of this information, she then put in a request for a manager to reach out to me. Got a phone call from XXXX at US Bank in regards to this, she stated that they got the paperwork and the money as well as the payoff quote and would send that over to the lease maturity department to put on record ( not sure why she was just sitting on the paperwork and hadn't given the paperwork to the department it needed to go to yet ) she stated that should be in touch with me in regards to them honoring the payoff quote as we had provided copies and proof of the new payoff quote from one of their representatives. 
Got a phone call back from XXXX XXXX on XX/XX/XXXX stating that the representative that I spoke with on XX/XX/XXXX quoted me wrong and that this US Bank ( XXXX XXXX ) representative didn't include the sales tax in the payoff quote and ran me as a dealer payoff instead. Expressed my concern with XXXX that this wasn't my fault and that they should honor the payoff of {$28000.00}. I also reminded XXXX that during my phone call with XXXX on the XX/XX/XXXX I had made it very clear with her for over an hour that the purpose of this would be for a purchase at another bank. 
XXXX told they wouldnt honor the wrongful quote of their representative that was provided in writing and that the only option to fix THEIR OWN MISTAKE would be that XXXX  XXXX or myself pay the sales tax out of pocket to the DMV and provide proof of this payment to them or send them the money for the difference in the sales tax that they themselves made a mistake on. I told her that since we have everything in writing and the phone call was monitored and recorded on the XXXX that this should be honored in mistake of US bank. XXXX told me they wouldnt do that and taxes needed to be collected ; XXXX then transferred me to a lady to get a new payoff quote, the lady I spoke with after her couldn't pull a payoff quote as my account balance showed XXXX .... 

I called and left a voice message with XXXX on XX/XX/XXXX on her direct line ( XXXX ) for her to call me back. Didn't get a phone call back. 
Called again on Friday XX/XX/XXXX spoke with a gentleman from the lease maturity department in regards to him pulling a payoff quote for the difference in the sales tax balance, he stated that my account showed a XXXX balance and paid off therefore he couldnt run me a payoff quote that XXXX was referring to .... Told him the situation and what manager I was working with, he put in an email request for her to call me back as she was out of the office Friday. 
Spoke with a lady by the name of XXXX on XX/XX/XXXX from the lease maturity department. She got in touch with the manager ( XXXX ) about what is going on with my account as the account shows paid off with a XXXX balance still. She reached out to XXXX with the titling department. 
Per XXXX at the titling department they had finally sent out the title for my loan as of ( XX/XX/XXXX ), they sent this via standard mail. She stated that a check for the taxable amount of {$1400.00} was also sent alongside this title via standard mail and that once this was received myself of XXXX XXXX would still need to provide this sales tax amount back to them. 
Tue XX/XX/XXXX XXXX XXXX received the title and check for taxes. 
On Tuesday XX/XX/XXXX the title was brought down to the DMV alongside the sales tax check that was from US Bank made out to the DMV. Lien position was updated to reflect XXXX XXXX XXXX. I called US bank on Tuesday XX/XX/XXXX because the check provided by US Bank reflected a different amount than what was quoted for the sales tax, I confirmed with one of their representatives in the lease maturity department that the sales tax was in fact only {$1400.00} and not {$1500.00} since this is the amount we received in the mail via check from US Bank. Was assured that the sales tax owed was only {$1400.00}. This check for the difference on behalf of US Banks mistake was sent to US Bank via XXXX on XX/XX/XXXX tracking number XXXX. 
Got a call on XX/XX/XXXX from XXXX from us bank stating that I would need to call them back, found out they were asking for the check for taxes that was sent to them they stated that they have not gotten it yet. Provided the tracking number and the amount that was sent to them, they acknowledged the delivered notice on this tracking number and told me they would reach out to the department and make a note on the account in regards to this and try and locate exactly where this check was and why it hadnt been applied to the account yet. 
Please see all supporting documents for this claim.

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