Consumer complaint received 2021-02-16 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem when attempting to purchase vehicle at the end of the lease
Company: U.S. BANCORP
State: GA

Complaint narrative:
In XX/XX/2020, I decided to sell my lease and/or purchase it. I tried to sell it to XXXX, an online auto purchasing company, but US Bank would not let me sell it to a third party. Did not investigate in detail as to why. 

I decided to purchase the lease outright. 

On XX/XX/XXXX, I called US Bank lease department and requested a payoff letter which I have attached. I got busy and the payoff letter expired so I requested another one on XX/XX/XXXX, which is also attached. The payoff was good thru XX/XX/XXXX. During those days, I was able to gather {$45000.00}, the total amount due, to buy a cashier 's check and mail it. Per the payoff letter, I could just sent the total amount due to USB Dealer Services with a cashiers check, complete the Odometer Disclosure Statement, and the Customer Purchase Titling Instructions. I went to XXXX and mailed everything out including a return label for US Bank to send my title overnight. 

Received confirmation XX/XX/XXXX of the delivery. 

Called around the end of XXXX to confirm receipt. They were not able to confirm. I told them I was worried about my credit since the lease payment was due XX/XX/XXXX and they still hadn't processed the check. The rep said there was a 10 grace period and that I should be ok. End of conversation. 

I was not ok with that response. 

XX/XX/XXXX, I received a voicemail from US Bank to return their call. Picture of the voicemail attached. The US Bank employee tells me my purchase was being delayed due to not having provided a California Affidavit with my package. There was no indication on the payoff letter that I needed to provide one, I said. " What does it have to say? '' I asked. It seemed he didnt know the answer and needed to put me on hold several times. He eventually told me it needed to say " that the car was being purchased for personal use. '' I asked " why do you need to know what I will be doing with a car I am purchasing? '' I also pointed out again that nowhere in BOTH payoff letters does it state I needed this. He also couldn't send me anything in writing that it was a requirement. 

I asked for a manager. 

A manager called my husband, not me per my instructions, later that same night. She insisted we needed to provide a CA Affidavit but could not provide us with anything in writing that it was a requirement. She also said the payoff was wrong because it didn't include CA sales tax and that the person who had sent it 'made a mistake. ' I told her BOTH payoffs from two different people were the same and neither customer service rep said or mentioned anything about a CA Sales Tax. The manager threatened to delay our purchase until a CA Affidavit was received. Already frustrated with the conversation, we told her were going to file a complaint with the CFPB. How can paying off a lease be more difficult than paying off a home??? With the mention of a complaint to CFPB, the manager said she would process the paperwork and send title to our Georgia residence. And that title would be sent by XX/XX/XXXX or no later than Monday XX/XX/XXXX. 
All of a sudden it gets resolved we thought??? 

XX/XX/XXXX, I had not received anything. I called ( phone call attached ). The lady I spoke to sounded frustrated after trying to transfer me to the US Bank leasing department. She said " they won't take your call and won't give me any information as to why. '' She apologized and told me to follow back in a couple days. I told her my account shows no payment was made and I was worried I would get a late on my credit report. She said not to worry about it because they have the payoff and a late shouldn't be marked. 

XX/XX/XXXX ( today ), I noticed the lease account is no long on my phone app. I can not see any information and have not heard from anyone. Also, the return label has not been used which indicates nothing has been processed. I called US Bank @ XXXX. Per the rep, the lease is shown as paid off and title was going to be mailed overnight on Monday, XX/XX/XXXX. I would receive it XX/XX/XXXX. I asked what is the delay? I was told title would be shipped earlier in the month. She read notes and said it was due to an address change. I responded, an address change delayed the whole process 3 weeks?? She said apparently and nothing else. I asked her again " so i should have title XX/XX/XXXX, correct? '' " Yes '' she said. Conversation ended. 

I then receive a screen shot from my husband that US Bank has left a voicemail to call them back. Voicemail is dated XXXX @ XXXX I don't understand what is happening. I just want to purchase the car but this is ridiculous. Please help.

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 explanation