My 2006 Toyota Avalon was involved in an accident 11-18-08. My insurance company totaled it. Luckily we had GAP insurance too to cover the difference between what the car was worth and what was still owed on the loan after the insurance paid their part.
My insurance company, which have been fantastic in the procedure of taking care of my claim, but once they did all the paperwork, they contacted US Bank for 2 documents before would send the $23,922.45 check to them. I contacted the morning of Dec. 10 to see what the status was on completeing my claim which is when I was told by, that they were waiting on the 2 documents (for over a week at that point) from US Bank. So I hang up, call US Bank to see what the hold up was and they tell me that the total loss dept. Person was not there that day but to leave them a message. So I call that dept. Only to hear a message that they were not in that day, and had NO option to leave a message. I had told the US Bank associate I had talked to earlier what I was wanting, to get those documents to so that US Bank could receive a check on my car loan.
So to make a long story short, with me not able to leave a message at that dept. Somehow US Bank did fax those documents to my agent by that afternoon on Dec. 10th. My agent called me to tell me that she received them and I told her that US Bank had told me that they would give me til Dec. 17th on getting that check or I was going to be considered late for my Nov. 25th payment. So my agent offered to OVERNIGHT the check to them.
So US Bank received the $23,922.45 check on Dec. 11th 2008. Now when I had talked to US Bank on the phone I had ask them if they get this check by the 17th would I still owe for Dec. 25th payment, because I "ASSUMED" that with them getting this huge check, they would of course take out my Nov. Payment. The girl said that would take care of Nov. & Dec. So I had also told US Bank that I had GAP insurance that would take care of the rest of the loan which was around $4500.00, that I had got with the Toyota dealership to file the GAP, which they also were fantastic in helping me process the GAP claim!
So I go to the US Bank web site, (USBANK.com) to check to see if the $23,922.45 payment had been posted and it had, BUT, they back dated when they received this check. Now I have a copy of the check, and the check was dated 12-10-08 but US Bank posted that they processed it on 11-18-08 and then they were still showing that I owed my Nov. 25th payment! So I email them from the web site asking why did they still show I owed my Nov. Payment? Before I got an answer, US BANK had call me to see if I wanted to make a NOV payment over the phone.
I told her I seen where they have posted the check incorrectly and she ask me, "How do you want it applied?" I told her to take my Nov. Payment out and by Dec. 25th I was thinking my GAP would be done and the balance would have been paid by then for the loan too. So she tells me she don't think that she can go back in their system and change it, for me to call them back in 3 or 4 days to see if it has been changed. So the next week US Bank calls me telling me they noticed that my Nov. Payement is already past due and wanted to know if I wanted to go ahead and pay NOV & DEC payment over the phone. So I go through the same thing telling her about the money they received. So she tells me that the check they received was ALL APPLIED TO THE PRINCIPLE ONLY!
So I start getting a little upset and ask her, "HOW CAN YOU DO THAT? WHY DIDN'T YOU TAKE OUT MY NOV. PAYMENT!" I ask her why was the check posted like they received it on Nov. 18 when they really did not get it until Dec. 11th? She tells me that it was processed on the 12th. I told her yes, the 12th OF DECEMBER! She then tells me that the money was not from me and since it was not from me, that I still owed Nov. And by this time my Dec. 25th payment was near. I told her that it does not matter if that money was from TOM, DICK OR HARRY!!!
It should have been applied correctly, they should have taken out the Nov. & Dec. And then if they want to apply the rest to principle, FINE! Then she tells me because it was an "insurance adjustment check" and they had to apply it on the date of loss of the car which was 11-18-08. I told her I had a copy of the check and NOWHERE does it say on the check how to apply the payment except to my account number with US Bank! Then she tells me that it would be insurance fraud if they would take out Nov. & Dec. Payments! She just lept changing her story, she even at one point in the beginning too, ask me "then how do you want us to apply the check?" But after I told her, that is when she went back to the story of "the payment was not from me".
So I told her that I WAS NOT MAKING NO NOV PAYMENT and a lot of people with work being bad and people not able to pay on their loans, here I am doing everything I can to hurry up the process of them getting their money and that they should be glad that I have GAP insurance, because I would not be able to pay the 5,000.00 more on the loan. When US Bank was slow about getting the documents to my insurance company to start with! So she then tells me that she will note what I said about not paying and that it would be on my credit report and would hurt our credit!
I told her it better not and that I was going to report US Bank to the Attorney General office of N.C. She says, "FINE" I told her to go ahead and make her notes and that I have mine too and copies that would be sent to report US Bank. Then 4 days after that call, they still was calling me to try to get me to pay! I told this guy, he needs to make sure he puts in their system not to be calling me anymore because i am not paying and they would get the rest of their money when gap sends them a check! And he was polite and said he was sorry to have bothered me and would note it. I told him that the last 3 US Bank people told me that they make note in their system on what goes on with each call, obiviously they don't put everything! I have not received a call back since that call.
So I took copies of my US Bank statements for my car for Nov & Dec & Jan, copies of my emails to US Bank, and copies of my payment history to them since the loan was opened in 12-30 which shows all my payments were on time until I wrecked the car. Also a copy of the Allstate check and a long letter about how US Bank has HARRASSED me about payments and sent them all to the Attorney General of N. C and less than a week they sent me a letter to confirm they received my information on US Bank and gave me an address to send the information to that is complaints about banks.
So any complaints about banks that you want your Attorney General to know, this is where you send that inforamtion to instead:
Comptroller of the Currency
Customer Assistance Group
Department of the Treasury
1301 McKinney Street
Suite 3710
Houston, Texas 77010-9050
I had also a credit card with US Bank but have since paid the balance off on that card and had US Bank to close that account because I WILL NEVER EVER DO BUSINESS AGAIN WITH THAT BANK! I would pay 25% interest with someone else before I would use their credit card, even if it was 2% interest!!!
Sharon
Sophia, North Carolina
U.S.A.
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