Date Received: 2023-09-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have made at least 3 attempts to get a simple copy of my XXXXXXXX XXXX XXXX.. After hours and hours trying to navigate the contact maze, when I do get a response, they say they dont have anything. US Bank purposely uses a complicated email address. XXXX Please be advised, we can not locate this loan with the information provided. In addition, please note, U.S. Bank Home Mortgage retains loan documents for 7 years after the loan is paid in full. After this time, the documents are destroyed. I am sure you destroy the computer digital copy. Not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 67213
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: My Mom has been in a XXXX XXXX several years. While there she retained one of her credit cards. During that period she used her card to make purchases for herself and several family members and possible friends. I am one of her sons and I has the creditor send the bill to my address and for the past several years I have been helping her to pay her bill monthly. I have no idea how the balance got as high as it did ( approximately {$8000.00} I think ). But I can no longer help XXXX with her payments. I sent a registered letter to the credit card company to inform them of such and explain XXXX is in a XXXX XXXX now. I also began receiving calls form what must be either a collection agency or an affiliate of the creditor. I am not a co-signer or authorized user of the credit card. I do not have DPOA over my XXXX, nor conservatorship or guardianship for my Mom either. I can no longer pay her bill, and Mom certainly can not. This is not my debt. I am getting calls on my cell now almost daily from a company named Elan Financial Services, I assume in behalf of XXXX XXXX XXXX ( Name on her card ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was given a gift card for {$250.00} from US BANK sold at XXXX XXXX XXXX. I tried to use the gift card at XXXX. It was declined multiple times. A call to customer services requested I send fax documents. I faxed the documents multiple times, they were rejected for reasons beyond my control. They refuse to reactivate the card or send a replacement. I send a copy of front/ back of my Driver License and a copy of the front and back of the gift card to show proof of ownership.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85282
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2023 I tried to send wire transfer of $ XXXX into my other personal investment bank, I got locked out of bank the following day which I was told my account is being process to close for irregular activity. I got a letter dated XX/XX/2023 that it gon na takes between 15 business days before the closing process can be complete and they gon mail me a cashiers check for the remaining balance. Today which is XXXX they still havent mail me a check yet. I saw a lot of people with same issue on XXXX, XXXX and XXXX claiming same issue and they got no check for their remaining balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 626XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: A Visa Gift Card was purchased from XXXX on XX/XX/XXXX for {$270.00} + {$6.00} for the activation fee. An activation confirmation was given with the purchase to proof activation. The provider is XXXX XXXX. After some online research, there is a well-known issues with some of these cards going back XXXX and as recent as XXXX. People issues that customer service doesn't help to resolve but who may give you false information to get you off the phone. They will even hang up on you. The card was registered for the recipient. Who tried to use the card online and it was immediately flagged for possible fraud. The company put the transaction under review. A refund was requested when it seem like the transaction obviously had some issues on their end. The money was refunded to the card. I took the card back from the recipient due to them having issues and I was the one who purchased it. Basically, the card would not work on any website for online purchases. I attempted to attach the card to XXXX like you can with most other gift cards. After no success, I called customer service who stated that they saw the transactions including how the card couldn't be attached to XXXX. But they would put me on hold if I wanted them to call XXXX to authorize the car attachment. From there, it was stated that it would work within XXXX minutes. I did not work. I called the XXXX number which is XXXX again to try to check the balance or possible issue. I would like to note, after each call things would get worse not better no matter what the reps would say who were also quite dismissive. With each call I was able to verify all the information on the card including the numbers on the barcode on the back to make sure it wasn't someone electronically trying to hack it. I would also like to note, the website associated with the card is prepaidbalance.com via XXXXXXXX XXXX. It barely works correctly no matter what browser you use. However, when you call automated voice refers you there for certain information. I ended up trying to see if the card would work on XXXX. Because at this point, I wanted to use it online and was very afraid to take this card inside the store even with the pin I registered due to not trusting customer service and also not knowing if this card was already compromised prior to purchasing. As XXXXXXXX XXXX has a documented set of complaints about their cards ( that are sold at XXXX and XXXX ) being randomly compromised. And people have stated how hard it is to get it resolved. The card attached to XXXX but my XXXX account was immediately suspended. I uploaded a receipt and an explanation and it was restored quickly. I called the customer service line again at XXXX. They said that the 3-digit security code was put in wrong too many times. Which I believe they completely made up. I know I personally did not put in the wrong code over and over as it is very easy to remember. So they said, the card would be blocked for 24 hours because of that. However, I could still take the card in the store and use it there or anywhere that didn't require the 3-digit security code on the back. I actually wasn't at peace with this explanation. But there is not way I could disprove or prove it to be false other to go to the store and try. Prior to this call, I had to made a purchase overnight and was notified via email that there was an issue with the card ( again ) so those purchases couldn't go through so they used my backup payment instead. Well, the company obviously blocked the card or the 3-digit code making it useless. So I called customer service again on XXXX, and I received a very aggressive and dismissive customer service rep. This is after the phone ringing and someone just hanging up more than once before you could even verify information. The call being hung up isn't good because by this time, I had to speak with someone as their website at prepaidgiftcardbalance doesn't work all the time or it works sporadically. So to not be able to get through made this feel like a scam on their par. I would also like to state with each call, something would happen after like the card wouldn't do like they said it was supposed to. And the automated system eventually claimed it couldn't recognize the gift card number. When I talked to the dismissive and aggressive rep, I admittedly almost lost it because by this time I have been trying to resolve where my money went on and off for hours, days really. I called and said, I am calling because I was told that the card would work in the store with a pin. The woman on the phone said let me check. And she came back and said, I don't know why she told you that. The whole card is blocked for 24 hours. Now, I am livid. if it's blocked for 24 hours only, this made me wonder if this card was already compromised since the issues were from the onslaught. I said so the other women lied And the rep proudly said, yes. But it should work in 24 hours. I think that was something said to get me off the phone since there are issues with the card that I can't see. I do believe XXXXXXXX XXXX is well aware of issues but maybe it's not wide-spread enough for them to be held accountable. I am basing this off other experiences. I have purchased these cards a couple times before. But it's hard to tell they aren't from XXXX. Pretty packaging but they are one of the worse gift cards I've ever purchased. I hope the issue is looked into or at least there is a record on my part in the form of a complaint. This card is unusable. And it also has a clear film placed on the back of the card where you would scan it instore which I am not sure is normal or not as far as it possibly being tampered or compromised at a certain point. The complete dismissiveness and runaround that was given is something that may not be able to capture even though this is lengthy. This company comes off like it's very shady. It's understandable that there are federal laws that have to be followed if fraud or identity verification issues are present. But to call into a company ( XXXX ) and be lied to each time you interact with it is definitely something I hope they are eventually held accountable for. I don't think the reps care because they are likely in another country and there is also obviously isn't a great standard in how issues or identified and resolved or at least attempted to be. I know they couldn't do anything but I did go back to the store I purchased the card from to at least see if one of the reps had other issues with people coming in with a similar story. So I had to take time out of by day to do that as well as feeling quite silly even having to explain it. I also sent an email to the store 's contact chain for issues like that. I don't expect any resolution because why would they continue to partner with a XXXX when there are several issues already out there that seem to not be addressed including the customer service issues, and the poor working website that is hit and miss. And that may possibly block your IP or card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47130
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Deposits payroll checks savings of US bank. 1 month after receiving and it bounced. Took 30 days more redeposits paycheck protection acts did not protect accounts. Instead forced closed military accounts. XXXX XXXX has stated they paid wait time bouncing and checks. Really if so none be forced closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65803
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: On XXXX XXXX I opened a XXXX account which I used for my business and savings. And it was closed on XX/XX/2023. And then XXXX sent a check over on XX/XX/2023 and usbank cashed out the check on XXXX XXXX. I then opened an account with usbank after receiving the check on XX/XX/2023 I had to wait till XX/XX/2023 before the money was available and then when I tried to do a wire from my money usbank closed the account and promised to send me a cashier check after 15 days and then its been 35days and usbank have refused to give me my money or send me a check and they keep saying the check from XXXX was fake. I had to contact XXXX and they sent me an official letter and instructed me to ask usbank to contact them for confirmation which I told usbank but they refuse to contact XXXX and kept saying my check is fake and they have seized my {$58000.00} They sent XXXX XXXX statement and it clearly showed that my money is in the account but they refuse me access to it so please help me I want my money or a cashier check Down there is the check slip from usbank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43015
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
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: On XX/XX/XXXX I charged a hotel room to my corporate card. The hotel room was not actually available as the system was down. I spoke to person at the front desk who assured me that the charge would be removed. After returning from my trip there were two charges. One for the room at {$140.00} and the other was {$100.00}. I opened a dispute with US Bank. Our travel agency called the hotel and they had charged me for a room and the other charge was a pre-authorization fee for the room that was supposed to drop but did not. US Bank requested documentation by XX/XX/XXXX. I sent them the documents on XX/XX/XXXX. A week later they ruled in favor of merchant due to me not responding. The hotel credited me back for the room fee but not the {$100.00} fee as they didnt have any record of this. I called US Bank again and explained that charge and they said they were going to review, but I have not heard anything back. Also, since they ruled in favor of the merchant and closed the dispute, due to company policy I had to pay that fee out of my pocket. I do not understand how a bank recognizes its a pre-authorization charge common in the hotel industry that never dropped AND was informed that the merchant has no record of it that I was forced to pay for it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account information/debit card was compromised, XXXX had taken money out of my account XX/XX/XXXX and XXXX. I filed a claim the same month, they retrieved my funds and put my account on hold. I went into 2 branches personally and brought my drivers license and passport because I had spoken with several representatives on the phone and they were telling me if I went into the branch to verify myself I would be able to get my funds. The branch manager at the " XXXX XXXX XXXX, XXXX, NC XXXX '' branch ( XXXX I believe his name was ) made me wait in the waiting room for hours at a time trying to find reasons for me not to get my money and interrogating me about what was going on when I had already talked to the fraud department in depth about the issue. He had them lock my account to where I couldn't get anything out and they've had it locked since XXXX telling me to wait and that I will receive an update in the mail but I have yet to receive anything. They told me time and time again that they got my money back and that I won the dispute but they've been holding my money and not telling me anything, saying that they can't give me any information. I asked them to send me my money and close my account because I've had constant issues with them but they refuse to give me my money and close my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27127
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Opened a new checking account with US Bank, which was approved however US Bank has still NOT provided me necessary information to operate or service my account. An example is they have provided only the last 4 digits of my checking account, which is insufficient to register online or do any servicing. Additionally attempts to resolve this issue with their customer service was unsuccessful
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A