@michael Your father’s experience lines up with the stories I have heard in the industry but none have been as detailed as yours. It sounds like US Bank is very disconnected internally with a very rigid business rule about their turn-in process. Every lender should make customer retention one of the top goals, if not the top one. They were one of the few banks that stayed in the game through the recession and have enjoyed a decent lease volume due to slight price advantages over the captives (on a few models) and flat fees paid to dealers.
I wonder if the experience is any different on a car that they aren’t taking a total bath on? Luckily the other 3rd party lenders actually care about retaining customers.