Consumer complaint received 2017-04-26
Company: U.S. BANCORP
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In  XXXX  of   XXXX   we received a letter fro m US Bank that stated we own {$2200.00} to an old account and old lease number. That account had already been closed and a new vehicle was purchased and a new loan started through US Bank.   XXXX  and their sales associate  XXXX , said that they had already sent a check to  US Bank to pay off the old account ( our old vehicles last payments ). and that it had been received. I realized that what probably happened was that US Bank applied the check to the wrong lease number and that the {$2200.00} check had been applied to our new lease instead of being applied tot he old one. The leasing department at US Bank told me that this was fine and that they would do a reverse payment and everything should be fixed in 5-10  days. In  XXXX  when I tried to make a payment it also kicked the payment back to me without my knowledge and without anyone telling me. After the woment in the lease department told me to go ahead and make a payment on the new lease even though we had a  XXXX  balance. No one called to tell me if it had worked or not. I checked back again after receiving another letter in  XXXX  stateing that we still owed the $  XXXX  dollars to the old account and now it was delinquent. Again, in  XXXX  I called and again the women said they would do a reverse payment and it would be fixed i n 5-10 days t hrough the leasing department. Same letter came in  XXXX  and  XXXX . I continued to make payments even though nothing had been fixed and we still had an account balance of zero. I called in  XXXX  and this time the lease department told me that they could not do a reverse payment because the account was closed so they would have to get special permission to reverse the payment from another department. No one ever called to let me knowif this worked. That time the girl told me she would make a note to only let me talk to supervisors so I would n't have to continue to retell the story. Again, the problem was not fixed and again we received letters of delinquency on an account we no longer owned. Finally in  XXXX  the lease department decided to take away " payment '' amounts from our current lease and apply them to our old lease. When I asked to talk to a supervisor the lease department told me they could handle it. This corrected the old lease issue but they said we still owed {$89.00}. I do n't know why we owed more money because the check from  XXXX  should have covered the entire amount. Once they corrected those payments they said we were shor t two payments on our current lease. The lease department told me that I could call the payments department and work out a payment plan. They also told me that they if I paid just one back payment then I would be out of delinquency. When I spoke to the payments department this was not the case. I had to pay two payments {$790.00} an d my current payment for the month. SO a total of {$1100.00}. They then told me that it would affect my credit and that I could call the credit department and they would write everything down and dispute the charges. I c alled US Bank 's credit department and he listened to my story one time, did not ask any questions, and said I would receive a letter in 30 days. I received the letter yesterday and it said that US Bank found no  fault and that my credit would still be affected by an incident that I had NO control over.

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