Consumer complaint received 2026-06-01 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Repossession — Account reinstatement or redemption after repossession
Company: U.S. BANCORP
State: TX

Complaint narrative:
XX/XX/XXXX i walked out to my other car to take my XXXX to school. At that time i noticed our other car was gone. I feared theft and told my wife. She was shocked but within XXXX minutes of me telling her US Bank called us notifying us that the car was repossessed. At that time my wife stated that we did not get any mail stating this and did they send. The phone agent stammered and didnt say no or yes but did say " you owe the payment, you know you owe '' and you didnt pay since XXXX. ( all of these are recorded calls ) You will hear me in the background being XXXX so beware of that. This agent was unempathetic and was very point blank with having zero options and giving us options to whom to call and where car is. XX/XX/XXXX - same day we called the repossession dept where they told us we owed payments and all late fees and there is not negotiation because it got to them and they do not negotiate. Pay the fee, that is it. They said that after we pay the fee that then we could discuss get any late fees back and that not to worry because any fees associated with the repo would be addressed at the end of the lease when we would owe that money. They told us we had until XX/XX/XXXX to pay the full amount. We asked what happens if we do not have the full amount and were told then at that time they will give us a new 10 day total as they only work in 10 day increments. We tried putting money together but did not have enough at that time so when we called were prepared to be told a much higher fee of what is owed but we had to take that fee until we have the full amount. XX/XX/XXXX we called back this number and got an incredibly angry and rude man who informed us that we owed, we know we owed and was condescending and standoffish. During these calls we asked how the repossession company got into our gated community and were told that isnt XXXX Banks problem as they just hire a company to get the car but they are responsible for how or what they do in getting it. We have to take that up with the police or repo company in general. This repo company got into our neighborhood without permission which means they tailgated someone to get into our neighborhood. XX/XX/XXXX we called to find out what the new amount would be and were told that they couldnt give that amount because that department is closed and not in the following Monday because of the holiday. They could tell us nothing. called XXXX times after and dealt with angry, unpleasant agents who refused to help, connect to a supervisor, etc. Finally got a helpful and pleasant woman who directed us to a supervisor. XX/XX/XXXX informed that the car was put up for sale on XX/XX/XXXX. Our only option now was that we had to pay in full to buy the car back at more than what we paid for the car initially. We were told this was the only option or the car was at auction. From here my wife spoke with a lot people who refused to help until finally someone stepped up. ( how could this not be noted on XX/XX/XXXX when we were told there was nobody to help us and call back XX/XX/XXXX. Why were we told that we would be given another 10 day fee back on XX/XX/XXXX ) In speaking to this supervisor and explaining as my wife was crying through this process the supervisor actually seemed to care. They said the sale was on hold for now while they do an investigation and they would get back to us. They also said to contact them moving forward as they would be able to help. That was XXXX calls ago and not only do they not reply back but we had to leave a message with their assistant. During this time we were also sent to the recovery department. XX/XX/XXXX left message with this assistant asking for pertinent information. This is the second time we have asked for information in writing and have been ignored. We signed up for XXXX notifications of mail that is sent to us to get notified every morning. My wife check for a complete month ( 30 days ) and there is not XXXX listing of anything coming from US Bank nor do we have any calls or messages that were left mentioning a repossession. I also want to state that we asked for a supervisor every single time we called and every time but the last we were told that they were either unavailable, there was not one, they were in a meeting, or they simply refused. we are talking a dozen times or more until we finally got a supervisor.

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