Date Received: 2023-09-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/23 I transferred {$1800.00}, via XXXX XXXX USBank ) based on an e-mail that I received from my contractor. E-mail was a standard method of communication between us. Per the e-mail I submitted the 50 % down payment to " his accountant '' ( I referenced my contractor 's name and the project details in the title and memo section with XXXX XXXX. On XX/XX/23 I met with my contractor at the project site. My contractor indicated that someone must have hacked his e-mail account and that he did not send me the e-mail. The history of the e-mails I received shows his valid e-mail address. My contractor filed a police report as did I. I immediately called my bank, USBank, to report the " mislead scam ''. I provided them with all of the information over the phone, including details for them to confirm that this was a " mislead scam ''. I offered to provide additional information, if they needed it. At no point did they ask for additional information. They ultimately rejected my claim indicating that " they processed the XXXX transaction as requested ''. I immediately called USBank again to provide them with additional information to show " mislead scam ''. They ultimately rejected the second claim under the guise of " they already rejected my initial claim ''. I then contacted my USBank Private Banker and sent him copies of the two police reports and all e-mail correspondence with my contractor 's e-mail address. A few days ago they rejected that claim solely on the basis that there were no longer funds in the receiving bank account ( we all know scammers immediately move the funds ). I initiated more research and found out that XXXX Banks implemented new procedures regarding " mislead scams '' that XXXX quality for. However, as of today ( XX/XX/23 ), USBank refuses to get the receiving bank to send the funds back to USBank. My understanding is that member Banks ' terms of service should have changed that allow for this provision. Yet, USBank continues to reject my claim. I believe that USBank committed material misrepresentations to me by saying " they have to reject my claim because there are no longer funds in the receiving bank account ''. My contact at USBank is XXXX XXXX ( Sr VP Wealth Market Leader, XXXX, XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90038
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I received a call from my bank notifying me that suspicious activity was recognized on my debit card at XXXX AM in the amount of {$5400.00} at a nearby casino. My debit card was immediately canceled, and a report was filed with US Banks fraud department. They informed me that they will give me a provisional credit on my account. I did not hear anything about the banks investigation until I received a letter in the mail on XX/XX/XXXX stating that their investigation was complete and that they were going to reverse the provisional credit in 2 days ( XX/XX/XXXX ). I called the fraud department and they told me that they denied my claim for two reasons ; 1 : My chip was used during the transaction and because the location of theft was localized to my are. This is impossible because my card never left my wallet and I have not been to this casino in over 4 years. XXXX from the Fraud Department told me that if I wanted to get my money back, I would need to prove that I did not authorize the transactions. The bank has denied any written documentation on their investigation. I have been trying to solve my own crime ever since. I have filed XXXX police reports ( XXXX with the XXXX XXXX XXXX XXXX XXXX and another with XXXX Police Department ), I drove to the casino on XX/XX/XXXX and got receipts of the transactions, but the bank will not protect me or give me back the credit. The main reason they told me was because it was impossible to duplicate or clone the XXXX chips inside the debit cards ( an easy XXXX search will tell you otherwise ). This has caused undue stress and anxiety in my life as I keep wondering how I will be able to pay my bills or feed my family. The bank will not help me any further and I do not know what I can do or what rights and protections I have. It is my understanding that the law protects a consumer 's money when there are unauthorized transactions on their credit/debit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98665
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: U.S. Bank failed to refund the {$300.00} security deposit of a secured credit card I opened with them after my several attempts to communicate my request for refund. The account was closed by the company due to inactivity but I have not received the check for refund. I called four times in total this year ( first time in XXXX, then XXXX, XX/XX/XXXX, XX/XX/XXXX ) and was promised each time that they had or were going to mail the check to me but I never received them despite receiving other mails from U.S. Bank. I have also informed them during the last call on XX/XX/XXXX that if I don't receive the check by XX/XX/XXXX, I will file complaints. I was promised that it would arrive but it never did. They acknowledge the need to refund me but makes failed attempts or false promises on the delivery of the refund, and it seems futile to continue to communicate my demand directly with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02906
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2023, I accessed my checking account and saw that {$10000.00} was withdrawn. The next two days I received notification from US Bank that {$1000.00} and {$200.00} were respectively withdrawn. I called the XXXX XXXX main branch and spoke with an account rep name XXXX, who verified that a cashier 's check for the remaining balance was sent and he verified my mailing address. The week of XX/XX/2023, I received a cashier 's check for {$1000.00}. On XX/XX/2023, I called XXXX XXXX XXXX and verified with an online representative that the check for {$10000.00} was not returned to them, the issuer, and my account did not reflect a return deposit. The check is still outstanding. On XX/XX/2023, I spoke with an online banker name, XXXX, who claimed to have verified with her manager that the check for {$10000.00} is still being verified. She recommended that I call the local branch and request a cashier 's check for that amount. Well, I called the XXXX XXXX XXXX and spoke with XXXX, the branch manager. He told me that the request for a cashier 's check is " handled by the back office '' and he is " not to intervene '' with that. I am stressed over this whole issue not being resolved. Why did US Bank make XXXX separate withdrawals for {$10000.00}, {$1000.00}, and {$200.00}, instead of a single withdrawal for the entire remaining balance. Why didn't I receive a single cashier 's check for {$11000.00}? Why is U S Bank taking till XX/XX/2023, and beyond to verify a check? I made an ATM deposit on XX/XX/2023. Since XX/XX/2023, I am being told that the check has to be verified. I am trying to figure out what other legal options to take to get U S Bank to release all of the funds expeditiously to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2023, I went to my local branch of US Bank to pay the full balance of my home equity line of credit ( HELOC ), Account # XXXX. I asked the teller for the precise sum that would pay the loan in full, and was advised the amount was {$19000.00}. As I wrote the check, I asked the teller to confirm the amount once again, which she did. I then gave the check to the teller, got a written receipt, and left the bank with the understanding that the HELOC had been paid off. Despite this, on Saturday, XX/XX/2023, I received a mailed statement from US Bank dated XX/XX/2023, advising that the HELOC still had an unpaid " Principal Balance '' of {$83.00}. Not understanding why, I went to the same branch of that bank on the following Monday, XX/XX/2023, to speak with a bank officer. At the time, I met with an officer named XXXX XXXX XXXX, who -- after doing some investigation over the phone with another US Bank agent -- advised me that the teller had given me the incorrect amount because she hadn't included outstanding interest on the loan. XXXX XXXX further advised that the true amount owing to pay the loan in full was no longer {$83.00}, as set forth in the bank 's XX/XX/2023 statement, but was now {$110.00}, because an additional {$36.00} in interest had accrued on that {$83.00} " Principal Balance '' since XX/XX/XXXX. I protested this additional charge, and the exorbitant interest on that charge, but proceeded to write a check to the bank for {$110.00} merely to avoid further fees. I gave the check to XXXX XXXX on XX/XX/2023, and left the bank. This complaint has nothing to do with XXXX XXXX, who throughout the meeting was sympathetic. It has to do with what I believe are deceitful representations to the public and usurious interest rates being charged by US Bank. I believe there are two problems here. The first is that the bank 's authorized agent, in this case the teller, represented to me that the amount that would satisfy this HELOC in full was $ XXXX, that I relied on that representation by paying that precise sum, and that the bank proceeded to demand XXXX XXXX XXXX XXXX XXXX to pay off the loan. Even if, as XXXX XXXX advised, the teller gave me incorrect information, the bank should be bound by its agent 's mistake. The second problem is that even if I should bear the onus of the teller 's mistake, the bank has no basis for charging an additional {$36.00} in interest on a " Principal Balance '' of {$83.00} for the period XX/XX/2023 ( the date of the bank 's mailed statement ) to XX/XX/2023 ( when I met with XXXX XXXX and paid the amount being demanded ). The effective rate of interest is roughly 1000 %, surely a violation of the usury laws.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80111
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Credit Card through US Bank was used to purchase a service from XXXX ( Online ) but the transaction was paid for using XXXX ( installment agreement service ). The total amount was {$370.00} and the down payment of {$93.00} was required in order to complete the transaction. The remaining balance {$280.00} was then agreed to be paid for using XXXX in the subsequent XXXX months. That is, the {$93.00} down payment was paid to XXXX using US Bank Credit Card and XXXX paid the whole transaction of {$370.00} to XXXX. Less than XXXX hours later, the whole transaction has been cancelled with XXXX and receipt for cancellation and complete refund has been provided. Days have passed and noticed the charge of {$93.00} from XXXX ( down payment using US Bank Credit Card ) has not been rescinded from the Statement. We reached out to XXXX and was guaranteed that they may take about XXXX days for the charge to be completely removed from the account since it was refunded by XXXX and they do confirm and validate the cancellation of the transaction. Days later, the transaction was removed from XXXX 's Past Transactions, similar to what were informed with. However, the charge with US Bank is still shown on the Statement. A whole month has passed and the Statement Balance was paid with US Bank, including the {$93.00} charge that was supposed to be returned since the original merchant refunded the purchase. Multiple calls have been completed with US Bank regarding the charge, we have spoken with the XXXX XXXX and currently speaking with the XXXX XXXX Supervisor to no avail. US Bank states -- XXXX sent them a letter saying they are unable to refund the transaction per the Terms Agreed upon. We requested for the same copy they received ( about last month ) and still have not received said copy of Terms. We have offered to do a XXXX XXXX call with US Bank and XXXX, so XXXX can verify and confirm what we have been telling US Bank that XXXX has refunded the purchase and closed the transaction, but US Bank remains unwilling to participate. We have spoken as well with XXXX XXXX, XXXX, who was asking for the confirmation of refund from XXXX -- and that was faxed over as well, but US Bank is still standing their ground in saying the information we provided ( the official refund receipt of transaction from XXXX 's main website does not suffice ), thus they are still unwilling to process the refund. We need assistance in resolving this dispute with US Bank. We have been compliant in anything and everything they have asked for as proof of the refund, yet US Bank has been prolonging the ordeal and has only been incongruent and vague about the whole refund process. The refund has been cleared, completed, and validated by XXXX and XXXX, however US Bank holding on to {$93.00} payment and is stating the refund was not issued.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We noticed on the morning of XX/XX/2023 that our XXXX clicklist account had been hacked and used to purchase XXXX in groceries from a XXXX in XXXX, TX using the XXXX XXXX XXXX that is backed by US Bank. We contacted XXXX and they said to contact US Bank. I made a call at XXXX filing a fraud complaint with US Bank XXXX After noticing nothing done I followed back up XX/XX/XXXX in which time a temporary removal was done on XX/XX/XXXX. The charge was put back on my account XX/XX/XXXX. I called again on XX/XX/XXXX at which time I was told my fraud claim was denied. Between XX/XX/XXXX to XX/XX/XXXX I called 4 more times asking to speak with a fraud specialist handling my case with no luck. On XX/XX/XXXX i received a call from someone but missed the call. They left me a voicemail with a name and number. I called this number and left a voicemail XXXX times between XX/XX/XXXX to XX/XX/XXXX with not even a return call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38632
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2023 I had my garage door repaired. I tried to use my card via XXXX XXXX XXXX so they could get the money sooner. But, my transaction was rejected. So, I called Customer Service to see why. I was told that platform was not an option. Neither was XXXX. Instead, I could go to the bank for a cash advance. I went to the Bank, with Teller assistance we found out that a pin was required, which I was not told till the rejection. The Teller even tried to assist me at the ATM first, before the call to Customer Service. The staff there seems not well informed and indifferent. I know I can't be the only person they have treated so carelessly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77015
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I signed up for a smartly checking account and was approved on XX/XX/XXXX. When I signed up there was a sign up bonus that was similar to the following : U.S. Bank is offering a {$600.00} checking. Must use promo code XXXX. To earn up to {$600.00}, open a XXXX XXXXXXXX XXXX account online, in a branch or over the phone with an opening deposit of {$25.00}. Then complete the following activities within 90 days : Enroll in the U.S. Bank Mobile App or online banking. Complete two or more direct deposits. Your bonus is determined by the total amount of your direct deposits : Earn {$200.00} when your direct deposits total {$3000.00} to {$5900.00}. Earn {$400.00} when your direct deposits total {$6000.00} to {$9900.00}. Earn {$600.00} when your direct deposits total {$10000.00} or more. I believe that I completed these direct deposits on XX/XX/XXXX. I believe that the fine print said that bonuses would be added 90 days after the date of the last direct deposit. I attempted to contact US Bank on XX/XX/XXXX twice via phone. On the first attempt I was transferred multiple times then left on hold, and when attempting to call back later on the given phone number for bank account bonus support the automated system hung up on me multiple times when I attempted to use it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Law firm XXXX XXXX based out of Texas contacted me on XXXX. Stating that a civil lawsuit will be filed regarding US Bank that was opened in XXXX and closed XXXX. The original amount of the over draft if I remember that far back was {$40.00}. The agent said US Bank is seeking {$3500.00}. The debt is XXXX old. I never made payment on it. The collection agency must have fraudulently made payments as if I was personally making payments to keep debt open over statue limits. I have not been in contact with US Bank or their representatives since XXXX. The debt is old. The over draft amount was {$40.00} and they want {$3500.00}. I went to XXXX municipal court and seen no filings with US Bank. This lawfirm said they sent a courier out to my house. The debt is almost XXXX old because I did not have the bank account opened from XXXX. I believe it was closed the same year of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A