Consumer complaint received 2020-02-04
Company: U.S. BANCORP
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
US Bank in XXXX Nebraska. I had been a customer of the bank since XX/XX/XXXX. In a very good standing. Left to live abroad from XX/XX/XXXXand changed my address when leaving the country for work. They did not change the address in their system. I had no access to my checking account, which had a line of credit attached to it ( for overdraft protection purposes ). I did not receive any statements from the US BANK while abroad, although all my other financial institutions at that time did send me correspondence to the address, I changed it to ( I have a proof of the XXXX  XXXX XXXX letter dated XX/XX/XXXX ). During my travels in XX/XX/XXXX I purchased tickets and XXXX auto-charged my account, which brought my checking account into a negative XXXX USD. Since no statements had arrived, no access online, I had not been aware of this. US BANK charged late fees and overdraft protection fees for almost a year without my knowledge and by sending statement to my old address in XXXX. When returning to USA in XX/XX/XXXX ( XX/XX/XXXX ), my former landlord sent all the correspondence from XXXX to me, this is when I learnt that my account had been closed and the amount was sent to a collections agency ( XXXX ). I called immediately and on XX/XX/XXXX settled what I owed ( minus all the fees-since i was not made aware of ) and was assured by the personnel of the firm that this was not going to be reported as " compromised '' to a credit reporting agency. I had to fax receipts and other related documents and a lady re-assured that she was in touch with the US Bank. 
In XX/XX/XXXX it came to my attention that this US BANK matter is still appeared as " compromised '' on my report. I have been trying to resolve this since then. Submitted numerous dispute claims, in writing, as their Consumer Dispute department automated services does not allow to speak to anybody- except they provide an address in Missouri to send a physical complaint. I did. -No response. I did again in 30 days- No response. I started making phone calls to different departments to finally reach one and the US BANK personnel assured me that she submitted the claim on my behalf, as there was nothing on my file. then 30 days later with no response - I called again and submitted again another claim, as the previous person could not see anything submitted on my file. And this was going on for the 5th time throughout the XXXX. I also asked to change my address already currently in Virginia ( twice! ) to again find out that my address was not changed. Finally, one person admitted that " they have been having some system glitches and problems that's why no address changes have been occurring and no complaint files have been holding on my records. No official formal responses in writing had been made to me until I finally had enough and sent a big shout out on the XXXX Page of US BANK- then only  they started responding via XXXX  regular mail. I have all the correspondences. They insist on the one fact that i did not change my address. Not only this, they closed my checking account- reported me to the credit agency and turn around and gave me a credit card with XXXX K Limit right away. I still have it. Their CDO Recovery department sent me two letters separately, indicating 2 different amounts I had paid to them ( still did not get an answer why are these amounts different for the same date of XX/XX/XXXX? ) and they insist that I did not change my address to XXXX? XXXX? I never lived in XXXX. Their Consumer Business and Banking Operations Department is not aware of the CDO Recovery Department letters sent to am and asked me to fax them their own US BANK letter. I did. The numerous back and forth correspondence to them and my submitted claim to XX/XX/XXXX recently and XX/XX/XXXX disputes ( 3 times as well ) result in empty US BANK response letters : " you did not change the address and to be fair to other customers, we will not change the credit report ''. How can a consumer as myself be protected from this large hegemony bank and prove that I did submit address change prior to leaving and did so when already inside the country and they did not? How? All I request is that my credit reporting " compromised '' status be changed appropriately! It is obvious that had I been aware of the overdraft, I would have taken care of it immediately - never claimed otherwise. With all different Financial Institutions and my impeccable Credit Score and credit standing, the US BANK destroyed this, and I plea for your assistance and protection to resolve this incident. They are non-responsive, no customer-oriented until you bring mass media into play, their digital systems have glitches, their personnel do not know geography well, they do not protect the customers ( XXXX USD and a person 's life destroyed? ). i appreciate you looking into this case.

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