Date Received: 2023-07-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: US Bank been giving me the run around about my account and they say my account is close still I have not received my money that's still in my account, Also talk with different people workers within XXXX XXXX say its closing and others saying it close if they going to keep it open than i should be allowed to use my account if you going to close it than send my money in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29108
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage amount increased due to a property tax adjustment. I do not receive paper statements and I did not receive notification of the increase. I was sent a letter in XXXX informing me that my account was past due. I called US Bank immediately to determine why. I was informed that my payment amount had increased and there was a balance due on my account for the month of XX/XX/XXXX, as well as a late fee. At that time I confirmed with US Bank that my monthly payment of {$2400.00} for the month of XXXX had been received- these payments are sent automatically every month from my XXXX XXXX account. The XXXX payment had been sent from XXXX XXXX XX/XX/XXXX and was received by US Bank. I was told that the balance due was for my XXXX payment was {$61.00}. The representative was able to auto deduct {$61.00} from my XXXX XXXX XXXX account on XX/XX/XXXX. I was informed on the XXXX call that the late fee on my account of {$95.00} would be waived as a one time courtesy, which is the limit and allowed once for the life of the loan. The CSA asked me if I agreed and I stated yes. I was not informed at that time that the XXXX payment had increased as well and that there was a balance due. I would have happily paid that amount as well had I been notified. I subsequently received a letter from US Bank dated XX/XX/XXXX informing me that my XXXX payment was past due. I called US Bank immediately ( XX/XX/XXXX ) because I did not understand how that was possible. Somehow because of the non-payment of balance due either on the XXXX or XXXX payment, the paid amount was applied to principal, making my account appear past due. On today 's call I paid the remaining balance due of {$61.00} for the XXXX mortgage payment ( confirmation # XXXX ). Again, I was not informed on the call in XXXX that there was a payment due for XXXX or I would have gladly paid the balance. When I was told there was a late fee on the account of {$95.00} I asked the Customer Service Representative if that could be removed. She informed me no, since my one time courtesy to waive the late fee had already been used. I asked to escalate the request and speak to a Supervisor, and was put through to XXXX. I asked if the late fee could be waived and I was told no, the one time waive had already been used. I explained everything stated here, that when I called to resolve this in XXXX I was told my account was completely up to date with no balance due. I disputed the late fee but was told by XXXX that there was nothing he could do. I feel this is wrong on the part of US Bank and simply a tactic to collect additional fees. I would like to formally dispute this late fee. I have had recurring problems with US Bank over the years making principal only payments and having them applied as monthly payments. This company has terrible customer service and is sorely lacking in its ability to handle mortgages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I am paid off my credit card with comerica and contacted them to close the account. A couple weeks later I called to confirm if the account was closed because it didnt appear to be on their app. She advised that the account was in the process of closing, and I inquired how long is the process. She advised it could take up to a year. I dont understand why it would take so long to close a credit card out that is in good standing and has not had any additional transactions on it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85040
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Someone impersonated a trainer and I sent them membership fees, but they never sent any membership forms. Shortly after they changed their XXXX contact info and I have not been able to contact them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023, I tried to make a XXXX payment at noon. It failed, and I tried the robotic symbol. I didn't think much of it. XXXX hours later, I received a call from a number claiming to be US bank. They started asking questions about the XXXX payment to which I explained that I was sending money to a friend that I borrowed money from. They said that the email was linked to a scammer. They started saying I was involved in fraud, piracy, etc. I called customer service at XXXX pm. I was talking to a woman who looked up my account, and she told me that it seemed like an impersonation of US bank. She told me to try to XXXX the payment again, so I did. Around XXXX pm, another number called which happened to be the same group that initially called me. I merged the call so the US bank representative could hear what was being said to me. The US bank representative introduced herself and asked for the other persons credentials, and the other person refused. After the call, I was notified that my bank account was terminated because I was a victim of a scam. Yesterday at XXXX pm, another representative tried to help me. I was told that nobody was telling her anything about my situation. She told me that it had nothing to do with the XXXX XXXX. I am a XXXX veteran. I live off of XXXX dollars a month which is XXXX pay. My account was closed with {$1300.00} still in the account. I am worried about how I am going to pay my bills. It's not easy to change my accounts because I have to contact the XXXX, XXXX XXXX, and several other agencies in order to do so. I'm worried about where my next check is going to go. I'm afraid to end up on the streets. This bank advertises equality on their commercials. However, when it comes to military veterans, where is the equality? thein I talked to XXXX named XXXX and he said I don't care who you talk to, I don't care how or employees treated you cause your accounted is getting closed and ur not part of us bank then I tried talking to XXXX XXXX about this and they said we don't deal complaints or how our employees act. then I received a letter in mail saying I requested on XX/XX/XXXX a extension on a dispute. so I had my case XXXX call me and the first thing is sked was did we ever talk about a extension and he said no. then I asked is there any note of it on mya account he said no and then I said I'm holding a letter saying I requested and if I don't send this in the dispute will fail. he said I'm tracking no letter at all. then is sked what do u need from me he said just dates and I told I will send that to him later he said just call back. now when I called back a lady in fraud was fighting me asking what re the dates for, why, I don't understand I literally had to tell her several ; times to give the date to my case XXXX and she said took the dates down so this letter I received is falsifying documents and is illegal ontop of that all there phone calls are recorded
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76133
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: After locking my card in early XXXX I was billed for a transaction that I did not authorize & US Bank has violated the truth in lending act as shown in the attachment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Called to get XXXX {$36.00} overdraft fees totaling {$72.00} reversed because their program of offering reversals failed to detect my XXXX transfer of funds to bring the account current. They say the funds were deposited at XXXX PM even though they were sent around XXXX pm central today. Due to this error it revoked the ability to reverse the fees. A representative named XXXX answered my call and consulted with a XXXX XXXX XXXX to reverse the fees. She told me she was approved to reverse them. Upon hanging up I saw only XXXX was reversed. I called back and obtained XXXX XXXX who said he only approved XXXX which means I was given invalid/deceitful information to get me off of the phone call. I continued to press for the fee refund and while XXXX remained professional throughout the call and continued to deny the second fee reversal got in a snide Thanks for being so unprofessional right before hanging up the call. This is unacceptable. I expect a reasonable resolution to this concern or I will retrieve the call recordings from the XXXX phone system I called from to make them public.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65401
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Subject : Response to US Bank 's Statement Regarding Case # XXXX Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to follow up on my earlier complaint regarding US Bank 's failure to honor a promotional offer and the unjustified imposition of service charges. I recently received a response from US Bank ( dated XX/XX/2023 ) regarding CFPB case # XXXX. Firstly, US Bank claims that the address provided in my concerns does not match the address they have on file. I would like to clarify that my current address is as stated in my initial complaint. Any discrepancy may be due to the delays and communication difficulties I experienced with US Bank while opening the account. The primary issue of contention is the bank 's refusal to honor its promotional offer of a {$500.00} bonus. According to their response, my account balance fell below the {$3000.00} threshold required for the bonus because of a service charge they levied. The charge was for a paper statement fee, which was neither stated in their promotion nor communicated to me at any point during my interactions with them. My understanding of their promotion was clear- XXXX XXXX monthly service fee. The paper statement fee was an unexpected charge, and it seems that it was deliberately imposed to evade paying the open account bonus. Moreover, US Bank 's response suggests that I should have been aware of these additional charges as they are stated in the " Business Pricing Information disclosure. '' I assert that this was not communicated effectively during the account opening process or afterward. This lack of transparency is deeply concerning. In light of this, I remain firm in my belief that US Bank 's actions were misleading and in breach of their promotional offer. I am not satisfied with their response, and I continue to seek the CFPB 's assistance in rectifying this situation. I ask for an investigation into these undisclosed service charges and that the bank is directed to honor their original promotional promise of a {$500.00} bonus. Thank you once again for your time and attention to this matter. I trust that the CFPB will uphold the interests of consumers like myself in the face of such disappointing business practices. Yours sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 073XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: USbank has an advertised promotion on their website where they give you a bonus of either {$500.00} for opening a new account with a deposit of {$5000.00} or {$750.00} for depositing {$15000.00} and keeping that balance for 60 days. I opened my account at a branch and went over the details with the help of client relationship consultant XXXX XXXX on XX/XX/2023 and deposited {$15000.00} in cash. On XX/XX/2023 there was an " XXXX XXXX XXXX '' on my account for the amount of {$41.00}. I didn't understand what the charge was about because everything should have been free according to the terms of my opening my Silver Business Checking account. I reached out to their customer service and was told that I would be charged {$0.00} per {$100.00} for over XXXX units! I didn't know what she was talking about because this was a brand new account and when I did the initial deposit to open the account I was never told that I would be charged for making a deposit! This is an absolute scam and this bank is defrauding the public by making them open these accounts and then using our money and then denying the bonus on a technicality they did not disclose. Which bank charges their customers to open an account and deposit money??? This is an absolute scam! I can't even get anyone at their branch to pick up the phone and the customer service representative emailed the client relationship consultant that helped me open the account and CC'ed me on the email and still no response!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: A check from my personal US Bank checking account was fraudulently deposited at another institution on XX/XX/2023. I immediately contacted US Bank about this fraudulent activity in XXXX ( the day after it was discovered ) and they have been dragging their feet in reimbursing me the fraudulent amount as guaranteed by their terms and conditions. It is over {$4000.00} dollars of fraudulent money taken from my checking account. I call in over and over and get excuses about why they haven't completed the investigation yet. It has been over three months and I am no where closer to getting my money back. I have called multiple times in XXXX, XXXX, and now in XXXX. I was sent information to complete, and sent it back but I receive no updates on my case. In fact they have never once proactively updated me on the status of my case ; I have to call in and wait to talk to someone in XXXX and even then they have very little information to give me. I am very upset since I am the victim of fraud and they do not seem to care at all about getting my money back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A