U.S. Bank Home Equity Loans

2 disconnected calls and 4 mis-transfers to reach the department I wanted.

Phone trees that send you in a loop, offer irrelevant choices, or disconnect you. After over an hour, I still haven't been able to connect with the person I wanted to.

As someone who has spent my entire career in customer-facing roles—from waitressing and retail to cellular service, telemarketing, and most recently, insurance—I take immense pride in how I treat every caller, every client, and every interaction. Respect, clarity, and empathy are non-negotiable values I bring to the table, and I expect the same in return when I am the customer.

At the end of August 2025, I sought a product and service from US Bank. On September 2nd, I followed up with the representative assigned to my file, leaving a detailed voicemail after the website failed to allow me to upload my financial statement. The next day, September 3rd, I received a call back that left me stunned—not because of the outcome, but because of the delivery.

I answered the call professionally, as I always do: "Thank you for calling, this is Kimberly." What I received in return was a flat, disinterested, and frankly discourteous tone. The representative launched into what sounded like a scripted rejection, devoid of empathy, explanation, or any effort to ensure I understood the reasoning. When I asked clarifying questions, I was met with impatience and condescension—as if my inquiries were unwelcome or beneath the caller's time.

Despite my efforts to remain upbeat and respectful, the representative repeatedly cut me off, offered vague and robotic responses, and ultimately terminated the call without resolution. I was not only denied service—I was denied dignity.

Let me be clear: I am not offended by the rejection itself. I am offended by the manner in which it was delivered. I am a potential customer, and I deserved to be treated with respect, regardless of the outcome. The tone, the dismissiveness, and the lack of professionalism were unacceptable.

I believe in the power of respectful communication—even when the answer is "no." I guess customer service is not what it used to be.

Sincerely,
Disappointed "Potential" Customer

So their rates are seriously competitive, and the way they allow you to manage your credit is phenomenal. This is the primary reason for more than 1 star and had me briefly considering some investments through them, before that turned into a whole other issue. Let's just say, I walked away. The process wasn't as smooth as they claimed and took longer than expected. When you want to make a payment, you MUST give them access to your bank account. That's a hard no for me. So I tried to call in a payment. The lady was rude when I didn't hear something she said, and I asked her to repeat it (I was switching from speaker to handheld to hear her better after being on hold). No chance I was going to go through with that. Then I tried to make a complaint. The following is why I may pay off my balance and never use their services again; this is vexing for me. The lady outright lied to me. I cannot tolerate dishonesty at my core. Not only can you not make a complaint, but there is also no manager, no contact number, nothing. She would put me on hold multiple times, hoping I would give up and hang up. This is why I will post this complaint everywhere I can. I just cannot tolerate scheming dishonesty!

US Bank is the worst bank I have ever tried to get a loan through. The loan officer, Austin Arvold, is a horrible man. He will do everything he can to keep you from borrowing money. He was very immature, rude, and unprofessional.

Discrimination based on nationality - stay away from US Bank. Here is an official response from USBank when I complained on CFPB. "**We reviewed your application dated May 6, 2022. On the application, you disclosed that you are not a United States Citizen, therefore per U.S. Bank policy, 60% is the maximum combined loan to value ratio. - Jennifer P, Business Risk Professional, U.S. Bank Direct Consumer Lending**" All other banks allow combined LTV of 80% if you are credit worthy.

I applied for a home equity loan first off it took very long, I would then get loan reports like what I would pay every month, like maybe six of them, just to find out I didn't even get the loan. It was very hard to reach loan officer working on my case, never answered the phone until I called another number and told them I had anxiety trying to give them what they needed cause I had no response or wasn't sure and could never each anyone by phone. Once I told the new ce gentleman my loan person started answering the phone when i called. I just wanted to consolidate my bills to make it easier where I could save. Never late with bills, my payments would ha e been lower than what I had. I knew my ratio was high but I banked here for years..always paid bills just that loan ratio was high but they couldn't give me anything for being a loyal customer,paying bills,banking with them forever. It indeed was the worst experience, took long and didn't get it. I always thought I was because of the paperwork they kept sending me. Just a big disappointment. I know when I get myself out of my situation and my money flow is more I will not bank with them cause they were not there when I needed them . I had alot of equity in my home, plus the payments would have come out automatically. Yep, big disappointment that could have helped me save and get where I wanted to financially.
Gloria Kerski

Frustrating, time consuming, incompetent. That sums up my experience. To close out a home equity line has taken me 12 phone calls. Today I received a bill still saying I owe money and I am waiting for my notice of closed account. They said I owed money after sending me a document with the payoff amount; which I paid. It took numerous calls to finally find out how they still had a balance. No one could figure it out. Took more calls to remove fees. Still waiting for closing documents. There has to be a better bank to deal with.

Worst bank ever. First person I talked with gave me all kinds of details and numbers and said how easy a home equity loan was. Then got a call from second person and everything I was told was wrong. Interest rate changed, terms changed, conditions changed. And it takes months to get approved. Worst process for a loan I've ever seen.

If I could give usbank 0 stars I would. In my 48 years of life on this earth, I have never dealt with such a dysfunctional company. I have spent many hours on hold, and have been transferred dozens of times of the last several years of dealing with them. It has been more than two years and tens of thousands of dollars, and my issue is still not resolved. I am constantly promised calls back and never receive any. It has been the worst experience I have ever had with any company. Do NOT use this bank.

Terrible service...wasted 3 months of my life and ended with no loan or anything! They caused my credit number to plummet as they kept checking my credit! Terrible company that never emailed back or answered calls at the end!