Date Received: 2023-10-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My CD funds of {$19000.00} matured on XX/XX/2023. I called phone customer services three times to close the CD account and transfer the fund to my checking account. They kept transferring to different department and even hung up on me not to make me withdraw the balance. The bank website and customer services are terrible. They do their best not to close any accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85234
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/23 someone hacked my XXXX app and ordered XXXX in Florida using my card information saved to the XXXX app. This likely could have been prevented if XXXX would require 3 digit security code with each purchase. XXXX corporate tells me to dispute charge with US Bank and US bank will not reverse the charges to my debit card account despite me reporting the fraudulent transactions and requesting the bank not process the fraudulent charges. I noticed it on day of charges and deleted bank info from XXXX app and changed XXXX password shortly after hacker made three XXXX purchases in Florida of {$14.00}, {$14.00} and {$6.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68701
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: An Exec from US Bank is new on the Board of XXXX XXXX XXXX XXXX and now I can not access my child 's educational scholarship funds without utilizing a US Bank issued and controlled card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32401
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Trouble using the card
Subissue: Trouble using the card to send money to another person
Consumer Complaint: Im a parent utilizing step up for XXXX for my XXXX XXXX child. They are forcing parents to use USBank cards. Its not something we were given the option to use and now their VP XXXX XXXX sits on the board of directors. There were guarantee of being able to move the funds via XXXX to our checking accounts which isnt the case at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: XXXX XXXX XXXXXXXX at US Banks Commercial Banking Division is newly added to the Florida educational scholarship program called, XXXX XXXX for Students. Now, over XXXX Florida families are being coerced into utilizing a US Bank card for reimbursements from the educational scholarship program. We have been informed, that we are forced to use the US Bank card for reimbursement purposes or we dont get reimbursed for our childs educational products and services. Its actually printed on the issued card that we forfeit funding if we dont activate it. Thank you very much for your assistance in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32763
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: US Bank is not following guidelines for XXXX Force-placed insurance and charging individuals erroneously on flood insurance without processing a reminder notice under section XXXX 15 days before payment is required. The insurance in question is also at a rate 22 times higher than the base rate required by law - thus they are making roughly {$22.00} dollars of profit on every regular dollar of insurance being purchased - that has to be illegal and for the statement in their letters to say that if the insurance is purchased on behalf of the mortgage holder, it " MAY be more expensive '' is further illegal they should be required to say it WILL and at the rate that it is punitive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I am writing to address a concerning issue regarding my application for a U.S. Bank XXXX XXXX credit card, submitted on XX/XX/2023. Following my application, I did not receive any further communication regarding the status of my application. Concerned about the lack of updates, I contacted your credit card underwriting services on XX/XX/2023 via the provided telephone number, XXXX XXXX. During this call, I was informed by an agent that my application had indeed been approved, and I was advised that I would receive the credit card within the standard processing time. However, despite the assurance, I was surprised to find no further correspondence from U.S. Bank regarding my application status or the actual delivery of the credit card. In an attempt to seek clarification, I visited a U.S. Bank branch in XXXXXXXX XXXX. Regrettably, the banker was unable to retrieve any information regarding my XXXX XXXX credit card application. Consequently, I was advised to reapply for the same card. Upon reapplying, I received notice that my application was denied. This conflicting response prompted me to seek further clarification from the credit card underwriting service. To my dismay, I was informed that my initial application had been closed due to my failure to respond to a written notification regarding additional identity verification within the 30-day period. Regrettably, I did not receive any such communication from U.S. Bank. I firmly believe that the approval of my first application substantiates the validity of my claim regarding the lack of communication from U.S. Bank. It is disheartening to face rejection in my subsequent application solely due to a communication breakdown within US Bank 's system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90007
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: My aXXXX XXXX have the Florida Empowerment Scholarship for Unique Abilities -- aka XXXX students. Step Up for Students, the scholarship administrator, teamed up with US Bank to assign us Focus cards to get reimbursements paid on. US Bank will charge all kinds of fees. There is no branch of US Bank in Florida. We did not ask for these cards -- they were opened without our permission. It is difficult to pack up and take XXXX children to ATMs and banks every time we need a reimbursement for an educational expense. XXXX XXXX, the Florida Marketing Manager for US Bank, bought his way onto the SUFS Board of Directors, and now we are being forced to use his bank 's cards. If I don't activate the card, then I can't get reimbursed for educational expenses I have already paid for. This seems really, really illegal and corrupt. Because you fined them last year, can you investigate our problems this year? Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I am currently XXXX outside of the United States with the military. Two days after arriving in country I finally had cell service to receive a voicemail from US Bank regarding card fraud. I called the US Bank XXXX number and was told two days after I arrived in country for XXXX that my credit card was used to make a {$10.00} purchase at XXXX XXXX in the state of Georgia ( I reside in XXXX state ) . On the XXXX call around XXXX XXXX I explained to the representative that I am XXXX in a foreign country and this card is the form of funding I brought with me and the billing card for all of my autopay bills in the US while I am gone. I asked her to see if the bank could do anything about NOT cutting my card off. She understood my situation and put me on hold. She came back approximately 5-10 minutes later letting me know she spoke with the fraud team and they approved NOT cutting my card off due to my situation, but to monitor my account and call back ASAP if other fraudulent charges appear. Less than 30 minutes after getting off of the phone with this first representative and extremely happy they did not cut off my only personal card overseas and my billing card for everything back home, I received a notification from my XXXX XXXX saying the card was no longer active. Approximately XXXX XXXX on the same date, I called back to ask why my card was cut off when I was just told they would keep it on due to my XXXX circumstances. The representative this time said they can not keep my card on and policy would only be to extend the card for 10 days. She was not sure why I was told my card would stay active but that it has been cut off and a new card number was issued. She let me know there was no way to reactivate the previous card at this time. I made sure to explain that I am XXXX for 6 months and now without a card. I requested a new card be sent to my residential address in XXXX ( different from my home address on file ) so that my spouse could either verbally give me the numbers to change all of my autopay bills at least OR be able to send the physical card with our last remaining group deploying and coming to the same country as me this week. She assured me the card had been ordered to my correct address and would arrive by XXXX. On XXXX at approx XXXX PST and XXXX at approx XXXX XXXX I called to check on the card as my spouse confirmed it had not yet arrived at my home address. Both times I was told it is still en route to your home and due to it being the weekend I should " give it until tomorrow ''. I was told both times by different representatives that if I did not see it by XXXX the next day to call back. Both ladies noted there was no tracking number due to the card being sent by USPS but they could see that it was labeled as shipped to my Washington address. On one of these calls they read the notes and told me " someone called and was mad the card got cut off '' and I explained yes I was upset that I am out of the country for 6 months with no card and was told they would keep the card active only to have it shut off in 30 minutes. On the XXXX call I was told at one point that the card had been marked received and activated. I harped on the fact that we had one more group of individuals coming to the same country as me and that my spouse would have the chance to give someone my card to bring me if it was received this week. This was very important to the shipping date of the card and the fact it was supposed to be there on XXXX. No one could provide a tracking number throughout any of the phone calls. My final call on XXXX I explained all of the above conversations to the representative. She pulled up the account and said NO CARD WAS EVER SENT. I continued to ask if there was no card sent then how are these other representatives telling me dates it would arrive, confirming it was shipped to my residential address ( again different than on file ), and that it is in the mail but must be delayed. She apologized and said the process was started but the card was never sent after the first call because I " could not receive mail ''. This was NEVER a topic of conversation as I had asked from the very first call after cutting off my card that it was sent to my residential address where my spouse can receive it. I never asked for the card to be mail to me out of country as it would take months and potentially never get here at all. After my final phone call on XXXX I received a confirmation email approximately 10 minutes later that a new card was ordered. It took 7 days and 5 different customer service reps to finally determine my card had NEVER been shipped. Not a single one of these representatives understood the urgency and importance of getting a card to my spouse in order to send it with our next group shipping out. In the last 7 days I have had notifications from multiple utilities and companies that my Autopay bills were denied because of this situation. I have immaculate credit and now am receiving unpaid bill notices due to US Banks carelessness. I have been a loyal US Bank customer for 20+ years, however, due to the mishandling of this situation, when returning home from this XXXX I will be changing banks to ensure this situation never happens again. PLEASE do retraining with your customer service reps. Don't placate customers and tell them " Its delayed in the mail '' if the notes say a card was never shipped. Do your research on the customers situation. I should have had to go through 5 customer service reps during a week to ensure MY card was mailed to my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I and my husband XXXX XXXX are victims of Identity theft. Our information has been stolen and used without permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A