Consumer complaint received 2022-02-25 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Problem when making payments — 
Company: U.S. BANCORP
State: WA

Complaint narrative:
This is additional information about CFPB Complaint XXXX : XXXX XXXX, XXXX, XXXX I wrote to US Bank, via their online email tool : " I just spoke with XXXX XXXX, who was trying to explain something that was difficult because we take things for granted as correct when they occur on behalf of our employers. 

There was a credit of {$2000.00}, taken from the account on XX/XX/XXXX, that would have been associated with a balance of {$2000.00} that would have been accruing interest. So that means it was not here before XX/XX/XXXX, because there were several missed months of payments due to deferment. That {$2000.00} does not remain as a credit to pay off the minimum amount due, the {$2000.00} just " disappears '' - because the " total amount due '' on the XXXX XXXX statement goes up by {$230.00} roughly ( the exact finance charge ), the balance stays the exact same ( {$83000.00} ), and the credit from XXXX also disappears ( that would have been a negative balance carrying over into the next month, but it happened on probably the day the transactions closed ). '' When the money is " credited and debited '' it means it was MOVED, not credited and debited, but then disappears the following month, when the credit would have remained or been added to complete the minimum amount due. 

Today, I had another conversation with them : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX US Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX Re XXXX Ineffective customer service from " XXXX '' - call from ( XXXX ) XXXX to Bank Support at XXXX - XXXX PT Hello : I just explained to XXXX at the ( XXXX ) XXXX number that there was a credit ( positive to me ) from my XXXX HELOC statement ( the loan, not my mortgage ) that disappeared and that it needed to be used to pay my past due amount ( acct ending in XXXX ). After saying she had consulted with her manager while I was on hold, through some challenging background noise, she transferred me to a number that, for obvious reasons ( she was trying to dump the call ) was not able to be heard clearly. 
She also mischaracterized the account as " delinquent '' after saying it was not in default at the beginning of the call, but delinquent, during the conversation in which she was told a letter I received on XXXX XXXX said it was in default. I explained that the account 's first payment after leaving deferral was due on XXXX XXXX ( based on the XXXX XXXX letter describing the end of the deferment period ) and that the account is only at 24 days past the due date. The fact she would not credit the account the {$2000.00} is disturbing, especially if she is actually authorized to make this change. 

Please correct the balance on the account, while we work to resolve the CFPB complaint I have had to file about this issue, in order to create a better foundation for partnership in the future. 

Best regards, XXXX XXXX XXXX Finally, The suggestion a banker ( Mr. XXXX ) made that the balance of XXXX was there before is not supported by the statement, or by the amount of interest that would have accrued under the deferral period ( it reads {$2000.00}, as opposed to the transaction that would have happened in XXXX, as Mr. XXXX claimed ).

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