Consumer complaint received 2020-03-04
Company: U.S. BANCORP
State: CT
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
I leased a new XXXX XXXX XXXX XXXX through U.S. Bank. The lease started in XX/XX/XXXX and the monthly payment was {$480.00}. I was current through my entire lease of 36 months and the last payment ( # 36 )  was made on XX/XX/XXXX. My bank account was on auto pay so I was current throughout my entire lease and did not miss a single payment. My bank account was charged on XX/XX/XXXX for another monthly payment of {$480.00}. I called the US Bank postmaturity leasing department on XX/XX/XXXX, spoke to XXXX, and explained to her I had an extra payment withdrawn from my bank account and needed a refund in the form of check or a refund to my bank account. she explained that if I did not turn off or cancel my auto pay that sometimes US Bank incorrectly will withdraw another payment. I was told a check would be sent out to my house. On XX/XX/XXXX I received a letter from US Bank stating that all known charges associated to my lease have been satisfied. I called the end of term department and asked for a account statement to be sent to my home with detailed information of all my payments. I received a detailed account history on XX/XX/XXXX from US Bank but it DID NOT include the closing transactions which would show my overpayment of {$480.00}. I called on XX/XX/XXXX when nothing had come. I spoke to XXXX and was told that my check was cancelled In XXXX before it was sent out to my home but was not given a reason for why it was canceled. At this time I asked to speak to his manager or supervisor about my refund check cancellation and he said his supervisor, XXXX, would be in contact with me shortly. I did not receive a call so I called back on XX/XX/XXXX and asked for XXXX to call me. I was told she was in meetings and was unavailable and to wait for her call. She called and left me a voicemail while I was working two weeks later on XX/XX/XXXX. Her voicemail said to call her department back if I still needed assistance. So, I called back on XX/XX/XXXX and spoke to XXXX who apologized and said that research was being done on my account and should wait a few weeks until that was completed. I called back on XX/XX/XXXX, spoke to XXXX and was told that my account was still being researched. I asked her to send me a detailed account statement INCLUDING the closing transactions at this time. I received the same statement that I originally was sent WITHOUT the closing transactions. I called again on XX/XX/XXXX and spoke to XXXX who thanked me for being patient and stated that the research should be finalized within the next day or two and stated that she would bring this to her supervisors attention immediately. She said to call back in the next day or two if I had not heard back US Bank. I am concerned that US Bank is using these delay tactics on many of its customers to avoid distributing refunds owed. I am furious with this whole situation and how poorly US Bank has handled my refund and the customer service of US Bank end of term department.

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 non-monetary relief