Consumer complaint received 2022-06-23
Company: U.S. BANCORP
State: NE
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I leased a XXXX XXXX XXXX, with XXXX XXXX and my lease was up in XXXX of XXXX. My lease payments were with US Bank. I asked for an extension, and was granted up to 6 months ( XX/XX/XXXX ) It was explained to me that it could be turned in at any time during those 6 months but that XX/XX/XXXX was the deadline. I went to lease a new vehicle in XX/XX/XXXX and turn my vehicle in. I spoke with the dealership the week of XX/XX/XXXX, at which time they contacted US Bank for the payoff amount. It was {$16000.00}, that amount was to be good til XXXX XXXX, which XXXX sent the check to US Bank on Monday XXXX, dated on that day, and they had told US Bank it was in mail. 
I clarified with XXXX, finance person, at XXXX on XX/XX/XXXX when I turned vehicle in and picked up my other lease, that it was being paid in full, and he said yes, I was clear, I owed nothing more. 
Then on XX/XX/XXXX US bank took an automatic withdrawal car payment out of my checking acct. I called to tell them I had turned it in and was given the all clear. They stipulated that they did not receive the check in time. But the check was received for {$16000.00} they amount for payoff that they quoted. So they essentially received full payoff and an additional payment of {$210.00}. When I first contacted, and they said I needed to file a formal dispute but that it ( {$210.00} ) would likely be returned when they caught their error. Filed dispute with them per XXXX. 
I received a letter saying my dispute was denied. I called and filed a new dispute ( per XXXX ), she seemed to completely understood the issue and said " she just didn't think that it had been adequately explained in the first dispute, but that she would better explain it, the best she could in the space she had on form ''. She was in agreement that they received the check and it was for payment in full and that another payment should not have come out. She said they were required to notify in 7 days and gave me a tracking number. I had not heard after 7 days ( and have not ever received 2 denial letter in mail ) so I called and spoke with XXXX, he reviewed the file and laughed saying " I was denied again '' and explained they probably would not be returning the money. I further explained that they accepted the {$16000.00} as payment in full and shouldn't have taken any more money, that my lease was definitively over on XX/XX/XXXX as it had been thoroughly explained to me it could go NO further. And that I had turned vehicle in on XX/XX/XXXX. He said I could file a 3rd dispute and I said I wanted to do so, he laughed again saying " good luck ''. He said he would file it but would also, connect me with the " end of term dept ''. He then hung up on me. And he never filed the 3rd dispute. I have also, spoken to XXXX and the called US Bank on my behalf as well and gotten the same run around. I do have a copy of the email payoff quote they were given the day my vehicle was turned in. I just feel as though they not only received full payoff, as quoted, but an full additional car payment. I do feel as though I am due that {$210.00} back.

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 monetary relief