Consumer complaint received 2020-10-26
Company: U.S. BANCORP
State: IN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
In XX/XX/2020, I contacted US Bank to finance a boat. 
I stated that I wanted to purchase a boat for XXXX with XXXX down. 
I went through the approval process. 
The seller was driving several hours and wanted cash only. 
I requested that XXXX cash be made available to the seller in advance. 
The loan representative with the bank, XXXX, agreed. 
She also said they rarely do any boat loans ( I think this branch needs an audit as they don't seem to be well versed in many bank products, as I had multiple issues with opening a business account as well. ) Upon arriving, they were short XXXX in cash although we'd confirmed more than a week in advance that they'd have it. Apparently XXXX misinformed the staff about how much was needed. They were able to resolve the issue, but not without another teller chastising the rep for miscommunicating. Then, she provided the paperwork, and handed me a sheet showing sales tax. I asked what it was and she said 'This is what you'll pay to the BMV '' I said, " This should have been financed in? '' She said " Well, it wasn't '' I said " I've never had a vehicle loan without sales tax financed in. '' Then, the other rep loudly interjected " THATS NOT TRUE -- IT HAPPENS ALL THE TIME '' I stated " In my XXXX years alive, I've never not had a loan where the sales tax wasn't financed in. The least the bank could have done was advise me in advance, considering I am already putting XXXX down. '' She turned away. 
I asked if the sales tax could be financed in. 
XXXX said if so, the closing would need to be rescheduled. 
The seller had already made the trip and we would have lost the sale. 
We expressed our dissatisfaction. 
In XXXX, we still had not received the documents to register the boat. 
I emailed and reached out several times, the last via email on XXXX XXXX The branch shut down phone calls completely and I was unable to call at all. 
I finally got in touch via email with XXXX the first or second week of XX/XX/XXXX. Just recently. She emailed b lank documents to send to the BMV. I printed them out. She followed up a week or so later to see if I had gone to the BMV. I informed her that the business I own is extremely extremely busy 7 days a week through XXXX and that I would need to find time over the next couple weeks.

The BMV does not take phone calls, there is a line outside all the time due to restricted hours and COVID changes. I also explained the documents were blank. She said the BMV will fill them out ( I am not sure how the BMV could have access to my loan information ). I informed her it would be a couple weeks. It is very difficult to get into the BMV because of COVID and more importantly, with my work. I can
not just take off and stand in line for hours to file a document right now because they finally sent it during my busy season.

She emailed me today stating US Bank will begin sending me letters about it.

I tried to call the main number, but I am always left on hold.

it is nearly impossible to get in touch with anyone to express my concerns regarding this branch and the way they handle things.

Not only would I like this loan reviewed, I would like the point of contact to raise issue with someone other than the manager of this bank to review how they process products.

I have had nothing but issues with this bank with the last 3 loans and accounts.

I would like to know why the sales tax wasn't financed in.

I would like to know what the proper procedure is for disclosing sales tax for vehicle loans is.

I would like all my documents reviewed.

I would also like the actual *blank* document reviewed by someone to determine if this is even the accurate document to take to the BMV because I will not be able to make time to go more than once. I would like to know how much time I am being afforded to go to the BMV and what the recourse is if I do not acquiesce to their time demands. I would like an actual human to call me and review this information with me, not from this branch.

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