Consumer complaint received 2021-03-24
Company: U.S. BANCORP
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
XX/XX/XXXX, XXXX Purchased a preowned XXXX XXXX from XXXX XXXX XXXX ( South Carolina ). The bank Financing the deal was going to be US Bank. I closed that day and signed one contract for the loan. 

XX/XX/XXXX, XXXX I received the loan documents in the mail in two separate envelopes. They had opened two loans for one vehicle in my name. 

XX/XX/XXXX, XXXX I called US Bank and XXXX XXXX XXXX making them aware of the issue. The bank informed me it would be fixed withing 5 business days and not to be worried it should be an easy fix. I told XXXX XXXX XXXX what I was told by the Bank and he thanked me for calling and said they would see what happened and use it as a training tool. 

XX/XX/XXXX, XXXX The loan had not been fixed and I called the bank back again. I was told there was no note of my initial call on file and that he would have to open a direct complaint and he assigned me to a case manager. Told me whenever I called ask to speak with her and she would be my go to person. And again that the problem would be fixed withing 3 days. The bank had also informed me it was the dealers fault and my contract had been submitted twice and that the dealer would need to call and have it corrected. Being that I only signed one contract I find that odd. I also called the dealership and they told me they would call me back and let me know what was going on. 

XX/XX/XXXX, XXXX Called the dealership back again and the guy I spoke to seemed like it was the first time he had heard of the issue and acted with a little more urgency than the previous two. He had the Director of Finance call me and the director of finance call me, he told me there was a glitch in the system and that he would have it resolved within 3 days. He informed me he was in contact with his representative from the bank and it should get resolved quick. 

XX/XX/XXXX, XXXX I called the finance director at the dealership again because I had heard nothing from them. He informed me he was busy and had XXXX 's of customers to take care of but he promised me he was working all day to get the issue resolved. Told me he was waiting for the Representative from US Bank to call him back with a resolution. But he would have me an answer by the end of the day on XX/XX/XXXX. 

XX/XX/XXXX, XXXX Never heard back from the Financed Director from the dealership from the XX/XX/XXXX phone call. Called US Bank again and they told me that the dealership had Submitted the paperwork twice and the dealership would have to call and get it resolved. Called the dealership again and they had informed me the bank had made a glitch and that they needed to inform the dealership on how to fix it. Called the bank back trying to speak with my case manager they had assigned me to and was told they don't have that department and that the dealership need to call them. Tried to call the Finance Director from the dealership to ask him what was going on and they told me that he was in meetings all day and would not be able to speak with until the end of the day. Called the bank back to try and get it resolved again telling them I had a fraudulent loan in my name and it needed to be canceled and the person said he would connect me with dealer support to get it fixed. I couldn't speak to anyone in dealer support because I didn't have a dealer number. 

XX/XX/XXXX, XXXX First payment is due and I still have the two loans on my name. I called the Finance Director again asking if he knew which account would be the active one. And again he didn't know he was waiting for the representative to call him back and let him know which loan would be deleted. He again told me he would have it fixed in 3 days.

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