Consumer complaint received 2022-02-02
Company: U.S. BANCORP
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Of note : the name on this account is under XXXX XXXX, which was my previously married name. 

There are two issues with regards to US Bank and deceptive practices : I turned in my XXXX XXXX XXXX XXXX on XX/XX/XXXX to XXXX XXXX as my lease had ended. At that time I was not asked to inspect the vehicle, nor did an employee inspect the vehicle for any visible damages. I only received a document acknowledging that I had turned in the vehicle on that date respective to my lease termination. I received a statement dated XX/XX/XXXX from US Bank stating that I had remaining contractual charges of {$3800.00} which included a {$390.00} end of term fee, excess mileage fee of {$2900.00} and excess wear and tear charge of {$650.00}. I called US Bank at that time to inquire about the excess wear and tear charge as I had returned the vehicle in great condition. The representative told me that the charge was to replace a cracked windshield on the vehicle. I disputed this charge because there was no damage to the windshield when I turned in the vehicle, otherwise I would have paid to have it replaced at a lower cost prior to returning the vehicle. The representative told me that US Bank did not pick up the vehicle from XXXX XXXX until 2 days later and there was no proof that there was no damage to the windshield at the time I dropped it off. I advised that the employee at the dealership did not do a walk around with me when turning in the vehicle and I should not be held responsible for damage that occurred in the dealership parking lot if it sat there for two days prior to being picked up. The representative advised me that unless I had photo proof from XX/XX/XXXX that the windshield had no damage, I would be responsible for that charge. 

I do acknowledge that I am responsible for the mileage balance and term fee. I was contacted by US Bank I believe in XXXX or XXXX of XXXX to discuss payment options. At that time, I stated that I would be unable to pay the balance in full at that time due to reduced work hours as a result of Covid and requested options for a payment plan. I was offered a 24 month payment plan with monthly payments of {$160.00}. I asked the representative for monthly statements to be mailed so that I could send payment each month. After a couple of months I received another phone call asking about payment arrangements and at that time I advised the representative that I had never received a statement from US Bank so that I could make the monthly payments. The representative confirmed the address on file was correct and she said she would send a ticket in to research why I am not receiving statements. I never received a response back. I received another phone call from US Bank and was told at that time that statements are not mailed and that it is my responsibility to make the monthly payments as they have the option for me to do that over the phone. I advised I was not comfortable with that method and that again I needed to be mailed statements so that I could ensure payments were being received and that my balance was decreasing accordingly and also as a reminder to make payment. I receive other mail from US Bank but never a monthly statement after several requests so I advised the representative that is why monthly payments are not being consistently made because any other outstanding balance I have from any other business or vehicle lease I am mailed statements. XXXX XX/XX/XXXX, I called in to attempt to make another monthly payment. XXXX is the representative that took the call and he advised that he has no record of me ever having a payment arrangement on file and that at this time US Bank is only offering 12 month payment arrangements. I advised him that was incorrect and that I did have a 24 month arrangement set up because how else would I have known to make payments of {$160.00} if I didn't have an agreement set up, I couldn't have just made that amount up. Again he stated that there was no record of any arrangement and that 12 months was the best they could give me as of the date of the call. I asked why wouldn't my agreement be honored since it was setup prior to today. He then asked me why I couldn't make the higher payment and I explained that was the most I could pay per month because of a reduction in hours due to Covid. He then offered me a one time hardship offer of {$2000.00} to pay off the account in full. I advised I could not pay that amount today and he became very rude and pushy asking me why I could not pay off that amount today, which is frankly none of his business. He stated that I could make the same payment amount of {$160.00} but since it's not in a " formal '' agreement I would continue to receive monthly collection calls. I asked if paying that amount would keep me from having collection practices put against me, which he stated that he could not say yes because I would continue to receive calls. He then looked up my previous lease payments when I had the vehicle and stated " well your previous lease payments were {$640.00} so why can you not pay the higher amount per month? '' to which I advised him I have a new car payment. This is deceptive practice on the part of US Bank. I know there are multiple phone records with regards to my account as they document every time I have had to call in for an issue, so there has to be phone record of the 24 month agreement being set up as well as multiple calls with me requesting for statements to be mailed. The actions of XXXX today I would expect from a collection agency, but not from a bank. It almost seems like they want to do everything in their power to make it difficult for me to honor my payment obligation since I am not rich enough to just pay off a $ XXXX balance.

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