Date Received: 2024-02-15
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: I purchased a round trip air fare ticket from XXXX XXXX onXX/XX/XXXXXXXX = {$220.00} went on the flight to my travel destination during XXXX, then on my return flight home XXXX stranded me for 2 days at the airport without a flight to return home. I ended up taking another carrier to get home. Upon returning home, I contacted XXXXXXXX XXXX about this issue and XXXX agreed to refund my full ticket price to my US Bank Card and sent me an email stating that they released the funds to my financial institution, email is dated, XXXX ( attached copy ). US Bank claims they never got the credit XXXX XXXX, so I opened a dispute and provided the email from XXXX as confirmation the airlines authorized the credit. Now US Bank refuses to provide me this credit, stating I don't have proof of the credit. Please assist me in obtaining the ( - {$220.00} ) credit I am due on my US Bank card approved by XXXX XXXX. The US Bank dispute case # XXXX XXXX XXXX XXXX. Thank you!.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48183
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My credit card was closed by the bank. They don't have reasonable reason. I always maintain good credit status and I always make payment on time. There is a returned payment that is caused by their XXXX autopay system. I already pay off the statement balance on time but their autopay system still charge my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94403
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I lost my job in XXXX and contacted usbank to ask about assistance. they emailed me a dead link to follow : https : //mortgagehelp.usbank.com They emailed me this link every time I reached out from XXXX to XXXX. I was not able to make the payment this month. I don't know what's happening next. I uploaded everything requested online via my account, and the documents are repeatedly rejected. And then they send me an email with the dead link to get assistance. They also send a robocall with the dead link as well. It's been a nightmare and I might lose my house if it continues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: I received my Pandemic unemployment assistance via reliacard. Immediately after I made my first purchase with the card I see issues. The first one was. I try to send money from my u YES Bank. Rely card account to a XXXX XXXX account. That belong to me not only did they deny that request. They Told me they do not do business with XXXX XXXX. I told Them that the money belonged to me and I should be able to send anywhere. I want. They said in respon to that. It's part of our policy not to do business with XXXX XXXX. I made a couple of withdrawalswith my reliacard. That XXXX XXXX store because you have to self check out. They will allow you to get cash back. I had to use this methodto get cash back. Because of problems like dim, denying me the ability to send my money To another card that I use. They went along and put a fraud Alert on my relia card account without me requesting It. I contacted Reliacard to see what the problem was because I tried to use my card and it got denied. I was told by them that the request for money for my account. Who's suspicious? I told them it was me making the request. I told them to take the Fraud alert off my account They honored my request but it took days before it happened. I wanted to buy a car. I had {$20000.00} in my account and I could not use my card to buy a car. It was no short of a nightmare to use this card that was supposed to be Hey. Debit card from u s bank. We did not receive any interest on our money. But we had an account a Bank account I thought. In the state of oregon we were giving the option to have PUA unemployment benefits transferred to any bank if we provided the unemployment department With all the necessary info. To have it done. If you contact reliacard ask for all the information about every time I called You get a better understanding on my problemthank you please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97402
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: US Bank has frozen all my personal and all my business accounts due to suspected fraudulent activity. I sent a XXXX deposit of {$500.00} to a car dealership, XXXX XXXX XXXX in XXXX XXXX Florida from my personal US Bank account and US Bank tagged them to be a fraudulent business, but I informed them that is not the case because I received both cars from XXXX XXXX XXXX. I paid the remaining balance with a check through my local credit union as they had no problems with me paying this merchant. I told US Bank that they have erroneously identified XXXX XXXX XXXX as a fraudulent organization in their system. These cars were shipped from XXXX XXXX, Florida to XXXX, Cailfornia to my home address. I have possession of both of them. I verified that the VINs are clean with the DMV and the police department. However, US Bank still decided to freeze all personal accounts and all business accounts. They have frozen two ( 2 ) of my personal checking accounts, one ( 1 ) business checking account and one ( 1 ) business savings account for a total of four ( 4 ) accounts. They stated they want to end all relationships with me. I went to a local branch to withdraw my funds, but they said they can not release either my personal funds or my company funds. I have included the XXXX XXXX ads with XXXX XXXX XXXX in which they had advertised for my two purchases with them in XX/XX/2023. I have also included the copies of both titles which are clean and verified by the DMV and the police department. I have also attached all the information about the company as a legitimate business entity. They have ZERO complaints to the XXXX XXXX XXXX and they are registered with the state of Florida as a legal business entity. In addition, I have also attached the 100 % positive feedback from all their customers from XXXX XXXX. US Bank seems to have a very common practice of doing this to their customers as noted below : https : //www.consumerfinance.govXXXX My US Bank account numbers are : Personal : 1 ) ) XXXX - Checking 2 ) ) XXXX - Checking Business : XXXX ) XXXX - Checking XXXX ) XXXX - Savings Please help. I need access to funds to operate my business and pay my bills and mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: The card is the US Bank XXXX XXXX, which, among other things, provides 3x rewards on mobile wallet purchases. I really like the card and have suggested it to others, but ....! Starting XX/XX/XXXX, all my mobile wallet purchases started earning only 1x. Unfortunately, in the first part of XXXX I was spending a great deal on vet bills, and, although paying with a mobile wallet, these only got 1x. If I look at my reward tracker, the pattern is very clear, all purchases in XX/XX/XXXX earned 3x, all purchases in the first part of XXXX, at exactly the same merchant, earned 1x. From looking around on the internet, many but not all have experienced this issue. In fact, one of my daughters has the problem, the other does not. An immediate fix, which I did around XX/XX/XXXX, is to remove and then readd the card to the mobile wallet, now all my transactions are earning 3x again. But that doesn't fix the points I didn't get in XXXX until then. I have contacted US Bank at least 4 times The first CSR, via chat, told me that the reward tracker didn't really matter, when the statement closed all would be well. When I realized that my XX/XX/XXXX statement had already closed, and the points were missing, I called. That CSR told me is was a known issue and that they were working to fix it. The next time I called to check progress, the CSR had no idea what I was talking about and suggested the points were missing because it wasn't a mobile wallet purchase. She finally opened a ticket but I never heard back. When I called again, the next CSR tried to tell me that I was misunderstanding the statement, but when I eventually got her to understand she said the case was still being looked at ( and, to be fair, gave me XXXX points as a goodwill measure ) Other people on the MyFico internet forum have had a similar experience, at best " they are working on it '' but statements keep cutting without the issue being addressed. Also, at the very least, US Bank could advise impacted people to remove and readd the card from the wallet to prevent ongoing issues. In my opinion, this doesn't seem to be getting the focus it deserves. Not having an email option makes sending documentation difficult The files attached clearly show that say XXXX all get 3x in XXXX, and 1x in XXXX, until I readded the card around XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: We applied for a jumbo loan with a 10 % down payment through US bank. After providing all the required documents, we received a pre-approval letter and had our rate locked at 6.25 %. The bank also provided us with a loan estimates document. However, after 13 days, they informed us that they can not proceed with the loan because we do not have an approved XXXX, citing it as their policy. This change has occurred despite our compliance with all their requirements and providing accurate information. Due to the delay, the rates have increased significantly, making it challenging to secure another lender and potentially causing us to lose the home. We believe that as a mortgage lender, it is their responsibility to provide accurate and consistent information, and we are disappointed to be in this situation. The mortgage lenders are : XXXXXXXX XXXX XXXX XXXX Originator XXXX # XXXX Office : XXXX XXXX Visit my website XXXX XXXX | XXXX # : XXXX | U.S. Bank Home Mortgage District Lending Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Re : US Bank - I disputed the XXXX % fee on principle. I feel this should be a flat fee of no more than {$100.00}, NOT a percentage of the loan balance. So, if a borrower has a $ XXXX balance or a {$1.00} XXXX balance the bank gets get XXXX % of that loan balance. I don't feel this is fair or equitable. They will be doing LESS work by not having to process these payments and bills each month/year. I feel they should be able to charge maybe {$100.00} or less and that's it ( a fixed fee ) NOT a percentage. Is what they charged me LEGAL? Thank you for your assistance. XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28658
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to you out of sheer desperation and frustration regarding the abhorrent treatment I have received from US Bank. On XX/XX/2024, I took the responsible step of reporting fraudulent charges on my account, only to be met with a nightmare that has left me and my family in dire straits. Without warning or explanation, US Bank froze my account on XX/XX/XXXX, leaving me unable to access any of my hard-earned funds. Despite my repeated attempts to seek information about why my account was frozen and how long their investigation would take, I have been met with nothing but rudeness, disrespect, and a painful run-around. The consequences of their actions have been devastating. On XX/XX/XXXX, US Bank prevented my rental payment from going through, resulting in my landlord serving me with an eviction notice. As a result, I am now facing the very real possibility of homelessness, along with the added burden of not being able to provide for my XXXX young children. Adding insult to injury, I have an XXXXyear-old son scheduled to return home on XX/XX/XXXX, and I am unable to afford his plane ticket due to US Bank 's callous actions . It breaks my heart to think that I may not be able to welcome him home because of this unjust situation. It is incomprehensible to me how a bank, entrusted with the financial well-being of its customers, can wield such power without any regard for the human lives they impact. It feels as though they have made robbing their customers an effortless endeavor, while they continue to profit off of our hard-earned money sitting idle in their bank. I implore you to intervene on my behalf and hold US Bank accountable for their actions. No one should be subjected to the kind of treatment and hardship that I have endured at the hands of a financial institution. I am not just a number on an account statementI am a person, a parent, and a member of society who deserves to be treated with dignity and respect. Please help me regain access to my funds and restore some semblance of stability to my family 's life. Your swift action in this matter would mean the world to us. Thank you for your attention to this urgent matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I received my ReliaCard in the mail. Unfortunately, I came to find out that the XXXXunemployment funds available on the prepaid card had multiple-monthly inactivity fees. After looking to resolve this issue and request these fees be waived, I attempted to call the number provided on the back of my card. I was prompted to do so by the automated message system. The number XXXX disconnected multiple times ( XXXX in total ) before I was able to speak with an individual/agent working for US Bank , unsure of why that was such an issue. I was then told that these fees could not be waived, which is a total of {$52.00}, from XXXXXXXX XXXX XXXX I moved out of state in XXXX, and this account was opened in XXXX. My address had been changed 1 month prior to moving out of state in XX/XX/XXXX, I feel I should have been contacted or notified I had {$800.00} + dollars in a bank account that is tied to my name. I was not notified through phone, text, email, mail etc that this account was in my name, nor that the money was available. Considering the positives to this situation, I had helpful customer service and support. I was sent a card and had my address changed as soon as I read the email. The one on file was not my current address, I feel that these inactivity charges should be waived. I had no awareness of this account until the end of XX/XX/XXXX, which is when I was able to contact customer service and explain that this is my account and to not close the account. It would have been given to the state of PA until I was able to contact them and prove it is mine. This occurred due to receiving an email from US BANK about closing my account on XX/XX/XXXX due to inactivity. Upon calling US Bank today they confirmed via phone call that they arent able to waive these fees due to it being a prepaid card. I would like these fees to be refunded as I had no understanding of the account before the month of XX/XX/XXXX nor did I have any card or access to it. There was no way to prevent the inactivity charges amounting to a little over {$50.00}. Its unfair they arent trying to find a solution for this scenario or some accommodation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50266
Submitted Via: Web
Date Sent: 2024-02-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A