Consumer complaint received 2025-09-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: U.S. BANCORP
State: CA

Complaint narrative:
US Bank has been holding me XXXX since XXXX and I believe some of their actions rise to the level of TILA violation. 

In spring of 2025 I tried to convert to paperless billing. I unwittingly transposed two digits in the routing info for my paying bank on the USB portal, so when I made a digital payment, it came back as a " returned item. '' They did not communicate this in a timely way AT ALL, which resulted in a late payment fine when I had to write a paper check. They also did not identify the issue in any of my calls to customer support ( to be clear, I'm the one who committed the typo, but no one even tried to verify my data, they told me to talk to chase ). This happened three times, with XXXX calls generated each time, but without resolution. Then without warning, my access to my account was completely cut off. I can't log in to my account online, i can't even call customer service ( inputting my last four of ssn results in termination of the call, I can only get hold of someone if I pretend to be a new customer ). I've called XXXX and visited the branch multiple times. They are demanding certified payment for three successive months before even restoring my ability to view my own records ( please try obtaining a cashiers check for " I don't know the payment amount ; it isn't static '' and see what happens ). I requested a hard copy of my transaction history a total of three times and have not gotten one yet. They are using " three returned items '' as justification for all of this, and also held a XXXX paper check from me in a limbo account due to " investigation '' for over 30 days. I have received multiple hard copy letters saying my account is in default ( which has never been the case even as a technicality arising from this stupid situation ; in fact i made XXXX in a total of four separate payments during the billing cycle that preceded these notices ). I can not USE the account, view my own account history, make accurate payments, correct the typo that started this in the first placeI have not even received a paper statement since XXXX. They claim my access to my account will be restored in XXXX. No one can give me a logical answer to " why is it necessary to prevent me from having visibility to my own payment history? '' This is affecting my FICO score, my home repair schedule, and my mental health. They've done everything in their power to make it impossible for me to make timely payments on my loan and they've been overtly hostile to every single good faith effort I have made. ( They also claimed they processed a name change I requested in branch with appropriate documentation, but they didn't. ) This bank also refused to issue a check to a family member who closed a savings account with a 5-digit balance -- they documentably lied about the status of the check and retained my relative 's funds for over 60 days. There is at the very least an incompetence issue here. Deliberate malfeasance appears more likely. Don't bank with these people.

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