Consumer complaint received 2026-07-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: U.S. BANCORP
State: OR

Complaint narrative:
On XX/XX/year>, I sent U.S. Bank a detailed written dispute by certified mail, return receipt requested, to the address U.S. Bank instructed me to use. That letter requested a written response within XXXX ( XXXX ) days and made XXXX specific requests, itemized below. To date I have received no response of any kind. I did not receive the itemized cost documentation I requested, I did not receive the contact information I requested, and most troublingly I did not even receive an acknowledgment that my dispute was received or is being reviewed. Instead of a response, I received another bill dated XX/XX/year>, continuing to demand the same {$620.00} charge that is the subject of my pending, unresolved dispute. Continuing to bill a consumer for an amount that is under active, timely written dispute while ignoring that dispute entirely is precisely the conduct that consumer-protection law is designed to prevent. The Call of XX/XX/year> On XX/XX/year>, at approximately XXXX XXXX Pacific Time, I called the telephone number provided on the XX/XX/year> bill in a good-faith attempt to resolve this matter. After a call lasting roughly XXXX ( XXXX ) minutes, the XXXX told me the following : The XXXX had no further information to provide regarding my dispute ; My dispute letter had, in the XXXX XXXX own words, been ignored by the XXXX department ; and The XXXX stated she had asked her XXXX to have the other department send a letter to me. When I asked her to confirm that a letter had in fact been sent, she refused to confirm that any letter had been or would be sent. The charges relate solely to minor curb rash on the vehicle 's wheels. Prior to the lease return, I obtained a pre-inspection. The XXXX who examined the vehicle characterized the wheel scratches as minor and of a type not typically charged, and advised me that I did not need to repair them. Had I been informed that these items would result in a charge, I would have had them buffed out or repaired myself at a fraction of the assessed amount readily available estimates to repair this damage are a fraction of the {$620.00} billed. I relied on the XXXX XXXX representations to my detriment, and I am prepared to pursue through U.S. Bank and/or the XXXX a further written or verbal statement regarding his assessment. I also took time-stamped photographs of the vehicle, including the wheels, at the time I returned it to XXXX. Those photographs document the actual condition of the wheels at return and confirm that the damage consisted of nothing more than the minor curb rash described above. They are available for review and will be included with my CFPB complaint. I have also requested, on multiple occasions, documentation substantiating the amount charged. To date, I have been told only that the figures reflect " estimated costs based on national averages '' drawn from the lease 's Excess Wear section. Estimated national averages are not evidence of the actual cost to repair the specific, minor damage at issue, and they do not satisfy the burden of substantiating a charge that the assessing party not the consumer bears. No itemized documentation of any actual cost incurred has been provided. I have also documented a sustained pattern of non-responsiveness. All of my emails were sent to U.S. Bank 's XXXX XXXX shared mailbox ( XXXX ). The responses came from that same mailbox some signed by [ XXXX XXXX ], XXXX XXXX, U.S. Bank, and others signed generically as " Lease Maturity '' and that XXXX confirmed in her final message that she had been the person responding throughout. Across our email correspondence on XX/XX/XXXX and XXXX, 2026, I requested an email address for XXXX or further official correspondence at least XXXX separate times. Each request was either ignored or refused, and I was ultimately told that no email address would be shared and that no further responses would be sent. Separately, I requested documentation of the actual costs underlying the charge at least XXXX times. Each of those requests was likewise met without substantiation. That pattern has now culminated in my certified XX/XX/XXXX letter being ignored outright. The damage is minor curb rash that the pre-return inspector identified as usually waived and advised need not be repaired, and that is documented in time-stamped photographs taken at the time of return ; The assessed amount is unsupported by any documentation of actual repair cost and, to the extent it exceeds the reasonable cost of repair, is not validly owed ; Despite repeated written requests and now a certified letter no substantiation of the charge has been provided ; and U.S. Bank has continued to bill me for the disputed amount while, by its own XXXX XXXX admission, ignoring my dispute. I therefore requested that U.S. Bank do the following within XXXX ( XXXX ) days of receipt of this letter a shortened period given that my prior XXXX-day request has already been ignored : ( XXXX ) Confirm in writing that my dispute ( originally submitted by email within the applicable XXXX period and again by certified letter dated XX/XX/year> ) was received and is acknowledged ; ( XXXX ) Provide itemized documentation supporting the actual cost basis for the {$620.00} charge, rather than generalized national-average estimates ; ( XXXX ) Provide the name and direct contact information of a responsible person or department handling this dispute, together with the correct address and any email address for further official and legal correspondence ; ( XXXX ) Cease further billing on the disputed {$620.00} amount while the dispute remains unresolved ; and ( XXXX ) If the charge can not be substantiated, remove it in full.

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