Consumer complaint received 2017-03-28
Product: Consumer Loan — Vehicle lease
Issue: Managing the loan or lease — 
Company: U.S. BANCORP (FL)

U.S. Bank 's unfair and unethical trade practices cost us {$8300.00} in factory and dealer incentives from XXXX. While U.S. Bank representatives have repeatedly told us that they are adjusting for the loss due to their deceptive practices over the past three weeks, we were finally told today that the bank has no intention of doing so and it has no intention of keeping the words of its employees who have deliberately and systematically fed us misinformation day in and day out from Saturday, XXXX XXXX, 2017, through today, Tuesday, XXXX XXXX. 2017. 

On Saturday, XXXX XXXX, 2017, we were offered {$7300.00} in XXXX XXXX incentives plus {$1000.00} in local dealer incentives for a total of {$8300.00}. When we phoned U.S. Bank at XXXX XXXX on that date to request an inspection and receive turn in instructions for our XXXX lease, XXXX at U.S. Bank convinced us to pass on our XXXX XXXX offer and instead to make a purchase offer on our current vehicle. XXXX told us that our current buyout price was {$19000.00} and that we could make an offer of {$16000.00} to U.S. Bank, which is more than the current value of the vehicle. XXXX told us that at worse, U.S. Bank would make a counter-offer. XXXX also told us that we would have an answer on our bid within 2-3 days to allow us to accept our XXXX XXXX offer in the event that we were unhappy with the bank 's counter-offer in the event they did not accept ours. However, what XXXX told us was untrue as U.S. Bank never did give us a decision or a counter-offer on our bid during that time. 

In fact, we called U.S. Bank back on Wednesday, XXXX/XXXX/17 and spoke with XXXX. She stated that there was " No decision '' on our bid. According to XXXX, a U.S. Bank manager on XXXX/XXXX/17, this was untrue as the bank had already declined our bid and refused to make a counter-offer as XXXX stated that they would. 

The same was true when we phoned U.S. Bank on Thursday, XXXX/XXXX/17 and spoke with XXXX. He stated that there was " No decision '' on our bid. According to XXXX, a U.S. Bank manager on Monday, XXXX/XXXX/17, this was untrue as the bank had already declined our bid and refused to make a counter-offer as XXXX stated that they would. 

On Monday, XXXX/XXXX/17, we called and spoke with XXXX. On that date, XXXX told us that XXXX never processed our {$16000.00} bid on Saturday, XXXX XXXX, 2017, or on any other day. According to XXXX, a U.S. Bank manager on XXXX/XXXX/17, this was also untrue as the bank had already declined our bid and refused to make a counter-offer as XXXX stated that they would. After eight days of being lied to by U.S. Bank, we made a new offer of {$15000.00}. Also, on Monday, XXXX/XXXX/17, XXXX stated that he would " have a manager call within 24-hours. '' This was also a lie as no manager or anyone else from U.S. Bank ever called. Through our experience, it has become very clear to us that U.S. Bank representatives are trained to tell customers whatever they have to tell us to get us off the phone and to have us pass up better offers on other vehicles from competing banks that work with car dealers. 

As we did not receive a manager 's call as promised and each U.S. Bank representative refused to transfer us to a manager, we reached out to U.S. Bank 's Ethics Department with the following message through their website. " We placed a buyout bid on our XXXX lease back on XXXX. XXXX told us that we would have an answer by the XXXX or XXXX. We called every day to follow up and were told that the bid was in process and no decision had been made. However, when we called back today, XXXX17, XXXX told us that our bid was NEVER submitted by XXXX or anyone else we followed up with, including XXXX and XXXX. Where are your ethics? '' Although the U.S. Bank site clearly states that a response would be received " within 3-4 business days '', the only response that we did receive was