Consumer complaint received 2020-01-21
Company: U.S. BANCORP
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am a XXXX year old XXXX man from XXXX, CA. I own a XXXX XXXX  XXXX  which appraised for $ XXXX recently. I owe $ XXXX on this property so I have $ XXXX in equity. My FICO score is currently XXXX so my profile is strong. 

I applied for a HELOC at the XXXX XXXX, CA branch of US Bank back in XXXX  of XXXX. The loan officer I worked with was XXXX XXXX. My XXXX credit score at that time of the application per a hard pull credit report from my credit counselor ( attached ) was XXXX. US Bank issued a denial letter ( attached ) claiming that I was denied this loan because my XXXX  credit score was XXXX. Huge discrepancy! I immediately called the XXXX XXXX branch to challenge this and clear up what was clearly a mistake. I thought that perhaps someone entered the wrong Social Security # when running my score. I was directed to XXXX XXXX who was extremely rude and dismissive toward me. I asked her to send me the credit score stating my XXXX score was XXXX and she refused to share the score with me. She told me I know youre used to getting your way simply for attempting to clear up what was obviously a mistake. 
I continued to fight with US Bank for a credit score and I received a letter from US Bank claiming the XXXX score was XXXX, but they did not send the actual score. 
I reapplied for a HELOC in XXXX  of XXXX  but was denied again solely because of my credit score. This time, US Bank claimed my XXXX score was a XXXX. I checked my score with another lender, I checked my score with my credit counselor and I even enrolled in XXXX credit monitoring service and that service ( which states all 3 scores ) had all scores including XXXX in the mid to high 700s. I have attached evidence of all these scores. I then filed a formal dispute within US Bank.. 

XX/XX/XXXX I received a letter ( attached ) from Mr. XXXX XXXX ( US Bank Customer Care Specialist ) stating that he looked into my disputed and concluded that I was not discriminated against. How predictable that US Bank find US Bank not guilty. Mr. XXXX instructed me to take my claim up with XXXX because US Bank does not control what XXXX reports. At this point, I have now received XXXX scores from 4 other sources including XXXX directly that prove my XXXX score has consistently been in the mid to high 700s throughout both HELOC applications. 
My most recent score pull DIRECTLY from XXXX  via mail request dated XX/XX/XXXX has my XXXX   score at XXXX. The only scores which appear low are the scores that US Bank claims they are getting from XXXX ( even though they refuse to share these mysterious scores ). This whole thing smells fishy. 

XXXX, XXXX. I walked into US Bank and handed them the 6 page credit score report that I ordered directly from XXXX  which states my score is XXXX. I asked for XXXX XXXX direct number so that I could clear this up and the loan officer handed me the number. The number I called however was not a working number. I was told that XXXX would reach out to me but I guess he had better things to do. That was about 3 weeks ago. I am filing this dispute because I want my true XXXX score of XXXX recognized. I need this to happen fast because I have been waiting forever. US Bank is the only bank that offers the loan to value that I need. Love the product but the service Ive received is downright discriminatory.

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