Consumer complaint received 2026-02-12 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: U.S. BANCORP
State: CA

Complaint narrative:
What happened : I am disputing US Banks {$7000.00} lease-end charges on my XXXX  XXXX XXXX 5. While the vehicle had XXXX miles over the limit at return, the charges are unfair because the vehicle was defective for most of the lease and frequently could not be driven. I did not receive the normal use, value, or reliability of the car due to severe manufacturer defects. 

Throughout the lease, the car suffered constant battery and electrical failures and was towed approximately XXXX times. The vehicle often failed to start, died without warning, or became inoperable in public places. Each incident involved waiting hours on the roadside, coordinating tow trucks, and managing dealership intake and pickup. 

These failures caused significant distress, embarrassment, and disruption to my life. I had multiple situations where the car died in front of friends, family, coworkers, or in public, leading to embarrassment and altered plans. I missed commitments, appointments, and work time. The hours spent waiting for tow trucks, arranging transportation, and coordinating dealership repairs resulted in substantial inconvenience and loss of productivity. 

The dealership repeatedly attempted repairs under warranty, but the issues were never fully resolved. The vehicle was unreliable for much of the lease term and often undrivable. Despite this, US Bank is charging me full excess mileage and use charges as if the vehicle operated normally, which it did not. 

Steps I took : Reported every defect to XXXX during the lease The vehicle was towed nearly a dozen times for the same recurring problems Spent many hours coordinating towing, dealership visits, and pickup arrangements Contacted XXXX Consumer Affairs, who acknowledged the defect history but refused assistance only because the lease had already ended Requested a fair review of charges from US Bank, but they did not consider the defect history, the loss of use, or the extreme hardship caused by the failures Why the charges are unfair : The vehicle was defective for extended portions of the lease and was often undrivable. 

I paid for a functional leased vehicle but instead received a car that repeatedly broke down and stranded me. 

I experienced emotional distress, embarrassment, missed plans, work disruptions, and loss of time directly due to the defects. 

Charging full excess mileage fees assumes the vehicle functioned normally for the entire lease term, which is inaccurate. 

US Bank did not conduct a fair investigation or consider the extensive defect history before imposing the charges. 

The vehicle effectively provided far less usable value than a properly functioning leased car. 

What I am requesting : I am asking the CFPB to require US Bank to : Reduce or partially waive the excess mileage/use charges in light of the vehicles documented defects, repeated breakdowns, and the significant loss of use and hardship I experienced. 

Conduct a proper investigation that includes the full tow history, repair documents, and records of repeated failures. 

Provide a clear explanation of how full excess use charges are justified given the vehicles extreme unreliability and extended downtime. 

I am not denying that I drove additional miles. I am asking for fairness, considering that I paid for a reliable vehicle and instead endured a defective car that caused ongoing distress, loss of time, and reduced usability throughout the lease.

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