Consumer complaint received 2018-02-08
Company: U.S. BANCORP
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/XXXX I was released from my employer. I reached out to my creditor US Bank and advised them I was out of work. At that time, I was offered a deferment for my loan. The company only offered me a one month deferment. I advised the company that the time length that was offered wasn't going to be enough time. I also asked why they were unwilling to give me more time? They said it was company policy. I explained that I was a good paying customer for almost two years and deserved more time, however I would accept what they could give in hopes that I would find a new job. 

Before my next payment XX/XX/XXXX, I contacted US Bank again and advised them that I was out of work and was unable to make a payment. I was told due to me not being able to make my scheduled payment I would be considered 30 days past due. I told them nothing I could do. 

On XX/XX/XXXX, I received a call from a collector from US Bank in house recovery team. The collector advised me that I was 3 months past due and facing repossession. I advised him that I was just back to work and everything was past due. I would love to keep the car, however my concern was that the car was not affordable. The collector asked if I could make a payment. I told him maybe, however I wouldn't be able to pay the back amount that I owe. The collector offered me the option of paying two months XXXX and XXXX and if I did they would roll the back months to the back of the loan. I made a payment at the beginning of XXXX and the end of the XXXX. Assuming I was current, I then made a payment which I thought was for XXXX. 

In XX/XX/XXXX, I received a notice from US Bank threatening repossession. I called asking why would I receive this letter. I was told I was still 3 months past due. I told them I did not understand. I made all of the payments I agreed to based on the call on XX/XX/XXXX. Every employee of US Bank said they knew nothing of the arrangement and continued to tell me that I did not maintain the terms of the deferment plan. I explained that I was upfront about the possibility of not being able to meet the terms and I also explained the call that happened in XXXX. The employees denied it happening. This is while looking a notation placed in the system by the employee. 

I escalate the situation with corporate who then in turns sends me to a manager name XXXX who told me he listened to the call and the employee was not authorized to give me such an arrangement. I asked him that I was clear when I told him if we couldn't come to terms I would have to let the car go because the amount I was paying {$1100.00} was not affordable, however I would try to pay to honor my agreement. XXXX told me the car is not schedule for repossession so I can continue to make payments. 

After speaking with XXXX, I started to receive a call from US Bank almost everyday, three times a day. I answered one night and spoke with someone and asked that they not contact me as frequent as they were. The representative was rude and said I needed to submit a cease and desist letter. I advised them that I do not legally have to do that. All I need to do is tell you to stop calling. Eventually after I sent and threatening email they stopped the calls. 

XX/XX/XXXX, I receive the exact same repossession letter. This is now after paying 15 months of payments to US Bank. When I logged into my account I noticed I was being charged a late fee and I pulled up my credit and saw that US Bank was reporting lateness to my credit report. I called and spoke to 15 different agents and managers.

After about 7 calls I began recorded the calls. The agents were rude as were the managers. The managers made light of not being able to call me back due to the cease and desist that I filed. 

I then sent an email/demand from US Bank due to each time I called the agents gave me different options that were never made available in the past. Each agent gave me a different understanding as to the companies deferment policy. One agent advised me that the collector that I spoke to falsified the notes. The agent failed to note what he offered or what our agreement was. He simple wrote " Customer said he was just out of work and will make payments soon. '' Because of this behavior, I have been harassed and threatened with repossession. 

I received a response to my letter from US Bank. The response represented a timeline of events that did not match the true timeline of events. I called the person from US Bank today that they advised me to call XXXX XXXX. XXXX was professional, however he to was very forceful in stating that the can not do anything unless I pay him 3 months of payments on time. I advised him that wasn't what I was told. I was told if I make one month payment I would be eligible for a deferment. XXXX then said, okay then when can you make a payment. I told him that I could make a payment next Friday, however I would not make a payment unless I had something in writing stating what US Bank would do once the payment was made. XXXX then got annoyed saying, why didn't you get the last offer in writing. I told him I didn't feel like I needed it in writing as the employee of US Bank confirmed the call was being monitored and recorded. 

I advised XXXX that US Bank is not taking responsibility for taking adnvantage of me during a difficult time in my life. I was down to nothing and owed everyone. I tried to do the right thing under the believe that this would make things better and it didn't. US Bank has charged me a late fee since making the agreement on XX/XX/XXXX and they have reported me as late each month as well. 

I sent US Bank a final attempt to resolve this. I advised them that if they feel the need to repossess the car I can't stop them. I also advised them that I am willing to pay if they repair my credit, reverse the late fees and adjust the interest because the money should be applied to the balance, roll the back months to the back of the loan per our agreement, as well as a letter of apology I would restart making payments. 

XXXX replied with " you car is subject to repossession any day. '' What XXXX didn't know was that I spoke to and recorded another employee told me that nothing was scheduled. Yet, another dishonest statement in an effort to get me to pay money. I have tried to do the right thing and this bank will not honor what they told me. I have made a bunch of calls to this company of the last 16 months. They have listened to the call and acknowledged wrong doing by their employee. They just feel like they have a leg to stand on because they have a contract and the employee didn't put the agreement in writing. 

This is the exact case for the CFPB. There are others just like this. I am not sure what is the deciding factor for how a person is approved for a deferment. Is is the purchase amount of the car, amount of time the loan is open, amount of the monthly payment, how nice they are the agent that they call into, what do they sound like, area they live in, or something else? Either way, all customer should be treated the same as far as policy is concerned. What is offered to a customer should be honored and not retracted after 15 months of payments from the consumer. 

Please review this company their relief program for consumers. There are many people like myself that go thru a life changing event. The sad thing is that companies like US Bank make millions of dollars off the light people, and when the same people that keep them in business need them they are nowhere to be found.

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