US Bank review: Heloc/customer service

Good Afternoon

My name is John Jenkins. My phone number is [protected], address 2366 Nancy Ln., King George, VA 22485. My HELOC ends with 1425, mortgage 6099. Email Address: [protected]@hotmail.com

Recently it was discovered that our HELOC was suspended. I was told that a letter was mailed to us stating that it was suspended. We didn’t receive said letter and it was emailed to me during a conversation with one of your representatives.

Of course, receiving a letter if this nature with no warning doesn’t do us a lot of good.

When I first called to inquire why we could no longer draw from it, as mentioned before, it was explained to me that it was suspended (I believe this was August 18th).

I was devastated. I didn’t realize there was an issue with job-payment. I was paying every month, and on occasion it looked to me that perhaps bc I was one day late from the due date or something to that effect. For all I knew everything was paid up.

I happened to check the account about a week or so before that phone call. I saw that there was still something owed. I thought maybe I mistakenly forgot to pay or didn’t hit a button, or something like that. So I paid it, account was completely paid up at the time of that phone call.

After speaking with your rep, I explained that this was simply a misunderstanding. I’ve been paying money for it the entire time and it wss up to date at that point of our converstuin. She confirmed with her (I assume) supervisor and said that it would remain frozen for 7-10 business days, but would be available after that. It wasn’t the perfect news but I was ok with it. I was told to monitor and I would see that the available balance would change from 0 to $50k+ (whatever the number is/was). I said thank you and we hung up.

It was the following week and I didn’t see any changes and I was concerned. I called your customer service again. I was transferred es numerous times before landing on someone that was very condescending and completely unhelpful. She stated that we should’ve known and that we got bad information and there was nothing that could be done. I politely asked to speak with her supervisor. She put me on hold from anywhere between 15-30 minutes and then I was hung up on. I really do not feel I deserved that at all.

So my wife called customer service. She was also transferred around (when I was “transferred” I had to start over and enter all my info in, etc.). She finally landed on someone that was helpful, or at least it appeared so.

She couldn’t make any changes for us but explained that we could write a letter explaining our case. She couldn’t send the letter by email but had to mail it. I believe this was either August 17th or 18th.

During their discussion, we explained that we never got any notification from US Bank stating that we missed payments or that a suspension was pending if the account was not made whole. If we got any kind of notification we would have rectified it. If you are able to look at snapshots of our account. You would see that we had the funds to pay it. This is a secondary account, those funds were not going anywhere anytime soon.

Additionally, she acknowledged that notifying us was part of the process. Neither me nor my wife got any phone calls/voicemails/emails stating that we owed a payment.

The only thing we received, was an email (on the day of my original call) stating that the everything was suspended.

Meanwhile, I just looked at the account today. It says that we don’t owe anything next month, which is nice and confusing. Sometime in the past that happened, and then a couple months later I was told we were behind.

This all just seems very wrong. We received no notification that we were behind. I was paying money, it was just some sort of oversight on my part and possibly a technical error. We then received tons of false information about it being rectified (still no form has been sent out and obviously our account hasn’t been restored as promised).

The account seems to have some sort of error or perhaps I actually paid at the right time the entire time…who really knows at this point? There was no intent on our part, to miss any payments whatsoever. We have been customers of US Bank’s for over 10 years. I am humbly asking for some assistance and some grace. We still have pretty solid credit scores despite this mess. Please restore our HELOC account.

Thank you for your time and consideration

John E. Jenkins Jr.