Consumer complaint received 2016-08-16
Company: U.S. BANCORP
State: NY
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
US Bank has been extraordinarily difficult to deal with for the entire term of my 3-year lease. Whenever I call I am transferred around to so many different departments because the first person who answers can not help me. Last time I called I was transferred four times and waited 20 minutes to speak to someone. I have been hung up on several times. It is nearly impossible to get direct phone numbers to individual departments because they are not published. The US Bank website is setup to be a personal banking website, and is not designed to be used for vehicle leasing so it is extraordinarily difficult to find current lease account information on the website, and the PDF downloadable statements conflict with what the website account says. 

I tried to setup auto-payments several times over the course of my lease, which US Bank requires to be setup using paper that has to be mailed. This should be a service available to sign up for online. Thinking my auto-payments had been setup properly, I missed a payment and was charged a {$25.00} late fee. I called and filed a request with customer service to forgive the late fee because I had setup auto-payments that was not enabled in the timeframe promised, and never received a response back from customer service on whether or not the late fee would be forgiven. This is a reasonable request. 

During XX/XX/XXXX when I transferred the address of the lease to NYS, I re-registered the vehicle myself at the NYS DMV. I had extraordinary difficulties with US Bank sending me the correct paperwork to allow me to re-register the vehicle, this involved two days and untold number of hours of my personal time. The status of the taxes US Bank is trying to back-charge me for in NYS is still unresolved after 2 or 3 letters back and forth with US Bank Customer Service during XXXX and XXXX. US Bank is unable to provide any proof that they received a bill from NYS charging taxes on my vehicle. 

The vehicle was turned in at a XXXX dealership in XXXX, NY on XXXX/XXXX/XXXX. I called US Bank the following day and asked to make sure that my auto-payment ( which I did finally get setup properly ), was stopped for the XXXX lease payment because the XXXX dealer was going to pay that final month for me and send the check directly to US Bank. The customer service agent on the phone promised me the auto-payment would be stopped. This did not happen and an auto-payment was made to my checking account for XXXX. I called US Bank on XXXX/XXXX/XXXX to complain that my auto-payment was not stopped as promised, and was told it was not their problem and I should have called my checking account bank and told them not to pay US Bank even though the auto-payment was setup with US Bank and not my checking account bank. I spent over an hour on the phone on XXXX/XXXX/XXXX getting transferred around with no resolution. I also complained on that day that it had been a month since the vehicle had been turned in and no one at US Bank customer service could tell me what the status of my account was, they simply said I needed to wait until I got a final statement in the mail because there was absolutely no information. I finally found an agent who was willing to do some digging and confirmed with me on the phone that that XXXX Dealer had in fact sent the XXXX payment check to US Bank, and that I had overpaid my lease because they had not cancelled the auto-payment in time as promised. They said the vehicle was not going to be inspected for another 7-10 days ( even though it had been turned in over a month ago ). I then received a final statement on XXXX/XXXX/XXXX which still said I owed XXXX 's lease payment, and had a line item titled " miscellaneous receivables '' for {$490.00} which went completely unexplained. It also had that {$25.00} late fee I described above. I am not spending another hour on the phone to resolve these account problems, I do n't have the time.

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