Consumer complaint received 2020-05-21
Company: U.S. BANCORP
State: OK
Product: Debt collection
Sub-product: Credit card debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
The complaint I am presenting involves U.S. BANK, specifically unsecured credit, which I currently owe as the sole debtor of a U.S. BANK credit card account. 

The issue with U.S. BANK is that I have no way of paying my credit card bill, which I owe them. 

Before XX/XX/2020, I had never missed a single payment. Preceding XX/XX/2020, I had made all payments, consecutively, concerning my U.S. BANK credit card account debt via auto-pay ; this payment toward my unsecured credit was executed utilizing my checking account. 

During XX/XX/2020, I began the process of separation and divorce, which required that I change my personal debit card account number ; this account number was utilized to make my auto-pay payments to U.S. BANK. Needless to say, I was only several days short of my debt remittance, at which point U.S. BANK immediately sent the debt to collections. 

To cure this discrepancy regarding my, payment details ( specifically the change in my personal checking account card number ), I attempted to access my U.S. BANK online portal account. However, because my U.S. BANK debt had been sent to collections, U.S. BANK removed my ability to access this online portal account. 

Without access, I next called the U.S. BANK 's customer service phone number ( listed on the back of my U.S. BANK credit card ). The first call I made to this customer service number took a mere twenty minutes to reach the customer service representative. Unfortunately, U.S. BANK 's general customer service department could not fix this account issue as only the U.S. BANK collections department has the ability to assist me with such a problem ; this information is the limited information the general customer service department could provide me. So, kindly, the customer service representative transferred me to collections. I waited on hold for two hours and forty-five minutes to speak with the U.S. BANK collections department, and at the forty-sixth minute, the call cut  off. 

I have repeated this process of calling the U.S. BANK customer service phone number twenty-three times as of today ; this " process '' referring to being transferred to collections, remaining on hold for periods which range from one hour to nearly three hours, only to never speak with a single person from the collections department. 

At this point, I do not know what to do. All I want is to pay my bill ... and the longer I wait, the more my credit score is damaged, as well as late fees are being added which require more countless hours, I can only assume at this point, of waiting on hold to then explain the reasoning for the necessary late fee removals. 

Also, I should mention that I have not received a single call from U.S. BANK, nor an email, nor a letter, which would allow me to pay my unsecured debt, which I currently owe as the sole debtor of this U.S. BANK credit account. As far as any contact what so ever from U.S.BANK ... I did receive an email in mid-XX/XX/2020 that my XX/XX/2020 payment did not execute via auto-pay, which was the notification that initiated this process I have relayed. 

ALL I WANT IS TO PAY MY BILL. 

PLEASE HELP.

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