Consumer complaint received 2024-04-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Fees charged
Company: U.S. BANCORP
State: OR

Complaint narrative:
I have a HELOC with US Bank, and online, the website states that you can unlock and re-lock your HELOC same day. I had previously locked my HELOC and after a bathroom remodel, I wanted to lock the entire balance in at the lower rate however, when I attempted to unlock and re-lock the rate, I was only able to unlock the balance previously locked. I called the customer service number on my bill and was advised that it would take three days to be able to lock the lower rate in however, they would note my account and if I called back in, they promised they would adjust the interest. I called back three days later however, I was transferred around from person to person re-explaining my situation each time and then after holding for over 15 minutes, I was hung up on. I was on that call for over an hour and never got my issue resolved and I am being charged interest at a daily rate during the timeframe of unlocking and re-locking my rate in. Below are my concerns. 

1 ) I should be able to get competent assistance from a knowledgeable representative when I call the number specifically for the XXXX department, XXXX. 

2 ) When I call and explained my situation, I shouldn't have been transferred from one group to the next to explain it all over again. The initial representative should have followed their escalation path, which they did not. I was transferred over 5 times in an hour, and each time told that they were the wrong department. I wish someone knew what they were doing and not wasting my time. Out of all the reps I spoke with, only one was kind enough to stay on the line to transfer my call and yet, unfortunately, it was to the wrong department. The rep accepting the transfer had to of told the transferring rep that they could help, maybe it was the end of their shift, and they didn't really care to help me at all. 

3 ) When I am told my account will be noted and to call back, it should be that simple, my account should have been noted, it should have been an easy resolution, however, here I am, issue still not resolved and having to file a complaint to get anything done about the interest I am being charged and was promised would be waived/adjusted. I was promised the interest would be waived due to the breakdown online, for anyone to tell me otherwise, is not upholding the PROMISE made to me. The online breakdown and process failures will not be at my expense. 

4 ) I want the entire months interest charge to be waived as I should not have had to spend that much time on the phone, when the website clearly states that I should have been able to take the actions I attempted to take. I should have been able to unlock and re-lock my account without any issues. I was lied to online and over the phone. 

Further more, based on my conversations with the various reps I spoke with, there are clearly billing errors ( XXXX XXXX XXXX ) and XXXX issues that were violated however, the reps I spoke with didnt seem to care or know what was happening. No one pulled up the website to verify what I was saying and no one seemed to care which is a serious customer service issue.

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