Date Received: 2023-09-09
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX XXXX XXXX XX/XX/XXXX US Bank failure to replace two fraudulently altered gift cards ( XXXX x {$400.00} XXXX x {$480.00} total {$880.00} ) Dear Sir or Madam, I purchased two {$500.00} US Bank XXXX XXXX cards from the grocery store in XXXX. The magnetic stripe on each was not functional however I was able to begin using both cards online. In both cases I used these cards partially and then went to XXXX. When I returned to the US and tried to use these cards again, I discovered that all remaining funds on both cards had been drained fraudulently via XXXX transactions at a California XXXX store that I had never visited and in addition, these transactions occurred while I was in XXXX and these cards can not be used overseas per Terms and Conditions. I reported this by calling the XXXX XXXX number on the back of the cards and was instructed to send the information to the Prepaid Dispute Resolution center. I faxed the information above and later I received two letters dated XX/XX/XXXX, one for each card. These letters acknowledged an error occurred and that the disputed amounts would be credited in the form of new cards sent to my address. The letter stated that you will receive it ( the new cards ) within 7-10 business days. ( see enclosed letters ). It is now XX/XX/XXXX which is 30 business days later, and neither of these cards has been received. Funds totaling {$880.00} as above have not been returned per the letters issued by US Bank XXXX XXXX XXXX Dispute Resolution. Please can you ensure US Bank follows through on its obligation. Thank you for your assistance. Yours truly, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Investigation Request Letter To Whom It May Concern : I received a copy of my credit report with the intention of trying to improve my credit and take care of my responsibilities and noticed a few accounts that I wanted a little more explanation on. I am not saying they are reporting right or wrong. I am just saying that J am not 100 percent sure if they are. I also read something called the Fair Credit Reporting Act where it said by law, I had the right to challenge anything I am not sure is accurate. Some of the people reporting things on me. I have never heard of which made me write to you all. Are you familiar with something called 15 U.S.C. Sec, 16811 ( a )? I heard that if you can I provide proof, these accounts must be deleted. Well. I want these accounts deleted if they are not 100 percent right and correct. So, could you please check on these and get back to me? I saw on a Credit Site and Board where this lawyer said you have 30 days to complete this investigation. Please investigate the following accounts and remove them if anything is missing or not correct on them. 1 demand the following accounts be veriffd or removed immediately Account : XXXX XXXX XXXX Check report from Identity theft as well in attachment Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: A bogus merchant debited my account for {$32000.00}. US Bank claims I had a merchant contract and I did not with have such a contract and they failed to provide any documentation. I was told by business services that anybody to take money out of my account, using my account number, routing number, and name I was told by the fraud department that I was supposed to contact the merchant who was the perpetrator. I have been stonewalled department I have been robbed of all my money and they say they cant do anything about it. Im trying to work with my local branch, but corporate is doing absolutely nothing. Please help. U.S. Bank is telling me law-enforcement is my only recourse. At this point, Ive contacted the OCC, the FBI, the Colorado Bureau of Investigation, local law enforcement, the state, Attorney General I have not received a response and at this point I am going to engage in attorney to sue US bank for negligence, pain and suffering, legal fees court costs and of course the original amount. Please investigate this matter so that it never happens again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 814XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I went to US BANK ATM machine to withdraw {$400.00} from my checking account at the the transaction machine says that is out of service, then I wet inside the branch they are XXXX atm machines y try XXXX then after the transaction machine says sorry software problem, the I wet the second machine finally I get tha money that I requested and print out says my balance is- {$400.00} means Im overdraft, I approach the bank teller y show is an error now u balance is {$93.00} then was receiving beat saying Im overdraft I call customer service to report the ope cas in take 3 days until now no refund says wait XXXX more days in the meantime I have autopay wit another providers and getting fin for XXXX bank on XX/XX/XXXX I call the bank again and told me I will receive e-Mail in XXXX or no
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90504
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I purchased this gift card and used it twice at two different stores. I attempted to use it again and the transaction declined, with and without the pin number. When I called to find out why it wasn't working I received a generic answer stating they suspected fraud. I was then told I had to send a copy of the receipt when purchased, ID, and a picture of the gift card front and back. I can not access the funds I loaded and this is theft by corporation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had another fraud attempt. I made a complaint back in XX/XX/XXXX regarding complaint XXXX, where someone pretending to be me came into the branch and claimed over {$19000.00}. Now that same situation is happening again. On XX/XX/XXXX someone again went into the bank with my information added a joint to the account and took XXXX from my account. They made two cash withdrawals from the bank in North Carolina a state I've never been in. As a safety precaution the fraud team added a passcode that the banks need to verify if I attempt to go in the bank. Well guess what, they didn't ask the man for a passcode. Even when I went into the branch no one verified the passcode with me. Why is no proper verifications ever being taken, this is the second time this has happened to me with US Bank. Even now I feel like no urgency is being taken to get my money back. I go to the branch, they tell me to call fraud, I call fraud and they tell me to go back to the branch. This whole situation could have been easily avoided if someone just read the notes and verified that they have to verify the passcode with me. There needs to be more penalty and compensation this time around. This was a huge L for USBank. You expect this to happen maybe once with a bank but twice in less than two years is just an embarrassment. I'm incredibly disappointed. In the future hold the bank tellers accountable because they will skip over basic verification processes just because you have an ID and not even look that this account was suspect of fraud in the past. It's lazy and irresponsible and it ruins lives each and everyday.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I did not apply credit card to XXXX XXXX Credit Card Application. However, I received a letter from the company that my application has not been approved. I guess somebody who stole my personal information might apply credit card. I want to get all credit card company need to stop issuing credit cards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77024
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2023 I received a random ACH to my personal savings account in the amount of {$17000.00}. I called every brokerage and online account I use and no one could account for this transaction. The bank provided a phone number of XXXX XXXX XXXX which was a recording requesting personal information which I was not comfortable providing as this seemed liked a phishing attempt. In XX/XX/XXXX I received an alert from XXXX XXXX stating my credit score had been critically comprimised due to a revolving trade grossly exceeding it's limit. I immediately logged on to my US Bank account to find a random credit charged to the account in the amount of {$17000.00}. My balance at the time was {$8000.00} which put my new balance at {$25000.00} well beyond my limit of {$17000.00}. I spoke to multiple people, managers, supervisors trying to rectify the issue to no avail. I have since paid the balance in full but US Bank had no right to damage my credit and authorize a charge over the limit. Please let me know if there was anything Illegal beyond the unethical way in which this was handled. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48047
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I have had several weeks of unemployment benefits loaded to the ReliaCard. My mailing address on file with ohio unemployment is : XXXX XXXX XXXX XXXX, OH XXXX. ReliaCard issued and mailed a card to an unknown address they refused to specify even after verifying my identity. They agreed to mail a new card overnight to the correct address. I got the new card XXXX days later but it was already locked for " fraud ''. My funds were frozen. When I asked them why they refused to give an explanation and said I must submit my photo ID to a verification site and wait 2 days. I submit the ID and called them 2 days later. They claim a request came from XXXX XXXX to close the card for no reason. I asked for explanation of that and proof also they refused to communicate about my own account. I was refused documentation. They have treated me unfairly... not held up thier own card agreements and refuse to allow access to my rightful funds. They also flagged my account for fraud before it was even activated. How can fraud be possible without a single transaction or even an active account?!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Checking account was frozen/ process of being closed on XX/XX/2023 by US Bank due to fraud. US bank closed account on XX/XX/2023. My remaining checking account balance was around {$1700.00}. I was told by branch manager XXXX XXXX over the phone that the remaining funds would be mailed to my current address in the form of cashiers check. Two weeks went by after XX/XX/2023 and I did not receive anything in the mail. I called the US Bank XXXX number on XX/XX/2023 and spoke with the fraud department. The fraud department stated that the information of the cashiers check being mailed to me was wrong and that I was to receive the cashiers check in person from Branch XXXX XXXX XXXX at their location at XXXX XXXX XXXX XXXX, XXXX, IL XXXX. I spoke with branch manager XXXX XXXX on XX/XX/2023 and he stated the funds would need to be sent to the branch before he could issue a cashiers check to me in person, and that he would phone call me when that has happened. It is now XX/XX/2023 and I have still not been contacted by XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 627XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A