Date Received: 2023-07-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On or about XX/XX/2023 I wrote a check from my business account to pay my landlord for the lease. I personally dropped the check in a XXXX mail box at the XXXX location in XXXX, California. The check was stolen and cashed by some individual over at XXXX XXXX XXXX on or about XX/XX/2023. I found out because I received a call from the fraud department from XXXX XXXX XXXXXXXX. I told them the check was not supposed to have been cashed by anyone other then the intended payee, a business with the name of XXXX XXXX, XXXX who does not bank at XXXX XXXX XXXXXXXX. The fraud department at XXXX XXXX XXXXXXXX told me to file a report with my banking institution XXXX XXXX Bank XXXX ), they also denied any more information as to how, why, when and who cashed the check. I immediately file a claim in person at the local Union Bank MUFG branch located at XXXX XXXX in XXXX California. I was given a few affidavits for both me and my landlord to fill out, have notorized and return to them. XXXX XXXX, the branch manager at Union Bank, handled my claim personally and he gave me and also took back the completed affidavits from both my landlord and my self. I was told to wait 30-60 days for a refund. 60 days passed and there was no refund, no formal communication ( mail or email ) of any kind or news on my claim. I then went back once again to the Union Bank branch to get an update on my case and was told that apparently Union bank had already done everything on their end and was now just waiting to hear back from XXXX XXXX XXXXXXXX, who apparently had another 60 days to resolve the claim and finish their investigation. During those 60 days US Bank acquired Union Bank MUFG. I believe the 60 days were already up this last XX/XX/2023. Up until this day I have not received a refund nor any kind of status or update on my claim. Every time I call to inquiere about my claim Im always given excuses and cant get any update or resolution to my claim. I believe Im entitled to at least a temporary credit of my stolen funds {$2800.00} since I was a victim of fraud and have done everything in my power to facilitate the banking institutions investigations. XXXX XXXX XXXX should not have accepted a check that was clearly written out with a payee that is a business banking somewhere else, a check that was not addressed to one of their customers and Union Bank shouldnt have release my funds to anyone else other than the intended payee who was clearly written on the check. Both banking institutions, XXXX XXXX XXXXXXXX and Union Bank needed to do their due diligence on checking the identity of the person cashing the check in order to prevent fraud as a normal business practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95111
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Dear Representative of the Customer Financial Protection Bureau ( CFPB ), I hope this email finds you in good health. I am writing to formally lodge a complaint against U.S. Bank concerning their inability to deliver the promotional bonus promised during their XX/XX/2023 promotion. Despite fulfilling all the specified requirements mentioned in the promotional email, I have yet to receive the $ XXXX bonus as advertised by U.S. Bank . To provide you with a comprehensive overview of the situation, I have attached the necessary documents for your reference. Attachment 1 contains a screenshot of the promotion information. The promotional offer explicitly stated the following : To earn up to {$600.00}, open a Bank Smartly Checking 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. I opened the account on XX/XX/XXXX and successfully enrolled in the U.S. Bank Mobile App, as evidenced by Attachment 2, which is the email confirmation I received from the bank. Furthermore, Attachment 3 contains the account statement issued on XX/XX/2023. As you can see, I made direct deposits of {$5300.00} on XX/XX/XXXX and {$5600.00} on XX/XX/XXXX from my paychecks issued by my employee- XXXX XXXX XXXX. The total direct deposit amounts to {$10000.00} USD, meeting the criteria set forth by U.S. Bank : " You must also complete two or more direct deposits within 90 days of opening your account that total : {$3000.00} to {$5900.00} to earn the {$200.00} bonus, {$6000.00} to {$9900.00} to earn the {$400.00} bonus, or {$10000.00} or more to earn the {$600.00} bonus. '' " The checking bonus will be deposited into your new checking account within 60 days of direct deposit verification and verification of enrollment in online banking or the U.S. Bank Mobile App, as long as your account is open and has a positive balance. '' According to the terms, I should receive the {$600.00} bonus no later than XX/XX/XXXX. Throughout this period, I have made several calls to U.S. Bank in an attempt to resolve this matter. However, I have not received a satisfactory resolution. The following are the dates and outcomes of my conversations with their customer service representatives : XX/XX/XXXX - I was informed that I met the requirements and should be eligible for the bonus. XX/XX/XXXX - I received the same response as before, with the representative stating that the bonus would be deposited when my monthly statement closed. XX/XX/XXXX - Having confirmed that my statement had closed and that I had not received the bonus, I called again. However, this time I was told to wait until XXXX to see any results. Despite my request for a case number, the representative declined to open a case, instead leaving a note on my account. At this point, the following facts are clear : U.S. Bank representatives have confirmed multiple times during my calls that I am indeed eligible for the {$600.00} bonus. It has been more than 60 days since my last eligible deposit. There appears to be no valid reason for me to wait until XXXX, and I am concerned this delay is merely an attempt to keep me waiting indefinitely. I firmly believe that U.S. Bank 's failure to fulfill their promotional commitment is a breach of their terms and an infringement upon the agreement established between U.S. Bank and its customers. Such practices erode consumer trust and undermine the credibility of financial institutions. Consequently, I kindly request your intervention in resolving this matter and ensuring that U.S. Bank promptly deposits the promised {$600.00} bonus. As the governing body responsible for overseeing fair and responsible banking practices, I trust that the CFPB will conduct a thorough investigation into this complaint and take appropriate action against U.S. Bank, if necessary. I would greatly appreciate your assistance in resolving this matter and safeguarding my rights as a consumer. Thank you for your attention to this issue. I anticipate a prompt resolution and a favorable outcome. Please feel free to contact me if you require any further information or documentation.
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: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I was lured to open a checking account with US bank in XXXX with promise of XXXX dollars by meeting requirements per a mail solicitation advertisement. I did open the account, met the requirements, and met with a young man who said he was the assistant manager of their branch on XXXX XXXX in XXXX MO who assisted me in gathering all information to meet the promotion criteria. The account at time was US bank cash + and account under my last Name at time was XXXX, account number XXXX. My address was XXXX XXXX XXXX, XXXX MO at the time I opened the account. I no longer have the account but it was open over 3 years. They never gave me the promotional XXXX dollars for opening the account and meeting requirements in the allotted time. I asked them about it several times and they kept asking me to provide them with the advertisement that promised the money but I never saved it and finally just gave up but have always been mad and upset that they never held up to their promise of payment after I met requirements and repeatedly asked for the bonus only to be shut down with requests for proof of the original advertisement. I now see theres been others affected by these tactics and I still feel they owe me the XXXX bonus for opening the account. At the time I was going through a divorce and I found any way to make extra income at the time was worth trying for. I deeply have issues with banking institutions practices as a result of this. I would like the money they promised me. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have attempted for months with no resolve to collect my US Bank credit card rewards. There were at least XXXX attempts by me to get the resolved on the phone prior to the complaint directly with the bank around an hour on the phone with multiple transfers. US Bank Case Number : XXXX opened XX/XX/XXXX nothing resolved Call : XXXX Hour XXXX minutes on XXXX XX/XX/XXXX ( transferred multiple times ). I was told the account ending in XXXX is a billing account and the other rewards card attached was closed in XXXX ( that when it was open, see attachment ). I asked for the manger to provide me a date when it was closed and was told the bank closed it not me. My statements every month keep generating rewards which I believe was a way to keep me using the card. I am still using the card daily so it does not make sense the card is working.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Two complaints have already been filed. They are open XXXX submitted on XX/XX/XXXX and XXXX submitted on XX/XX/XXXX which was closed without any proper resolution by US Bank. US Bank in its letter to me dated XX/XX/XXXX clearly states that money will be returned to XXXX XXXX XXXX by XX/XX/XXXX within XXXX business days. I called today the fraud department and found out new information. Money will not be returned unless XXXX XXXX XXXX submits new documents that US Bank has asked for. This is a completely new requirement, and it reinforces my belief that US Bank will possibly never return the money with a net gain of {$24000.00} to its accounts. The end date goalpost has also been moved from XX/XX/XXXX. It is now end of next week XX/XX/XXXX. I will have to call every day and file a new complaint until my case is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US BANK is unreasonably holding my social security deposit. Federal government benefits like social security benefits are protected from withholding. Also, generally government checks like social security checks deposited into a bank account have to be made available by the next business day. And your response dated XX/XX/2023 to my CFPB complaint # XXXX does not address the key issue of the unreasonable hold to my social security direct deposit completed on XX/XX/2023. To date, US Bank has held my social security benefit direct deposit for at least 9 days. The length of the hold on my security benefit deposit is unreasonable. US Bank did not provide prior notice for the need for a longer hold on the availability of my social security benefit deposit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I received a promotion by mail from US Bank. It was to open a business checking account and keep {$3000.00} minimum balance for 60 days to receive {$500.00} bonus. I followed their instructions and I called them to verify. I was told that all looked good and the promotional code was on file with my account. I didn't disturb the balance and didn't withdraw any money for 60 days because I didn't want to cause any problems by having my balance fall below the $ XXXX which would disqualify me from receiving the {$500.00} promo. Then to my surprise, I received a statement where they charged me {$6.00} fee on an account that was supposed to have no fees. Of course, this caused my balance to drop to {$2900.00} but when I called them, they credited the {$6.00} and assured me that this wouldn't interrupt the promotion bonus. They told me to go online and change setting to paperless. I did so. Following month, I noticed another {$6.00} fee again and called again. They credited the {$6.00}. But now, XXXX months later, still no {$500.00} bonus and I am being told that I will not receive it because my account no longer qualifies since it had dropped below $ XXXX ONLY due to their {$6.00} junk fee. They were not willing to fix this problem and honor their offer. I felt scammed and I don't want others to fall for this " bait-and-switch '' campaign that they are running. They are in breach of their agreement and they owe me {$500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On the afternoon of XX/XX/2023, I tried to transfer money from my checking account with US Bank to another bank using US Bank 's online banking system. After entering the correct information and submitting the request for the transfer, the system displayed an error message and provided an XXXX number ( i.e., XXXX ) for me to call. After calling the XXXX number, a representative of the US Bank tried to help me. She asked me to share the screen with her and asked me to submit another transfer request as she looked on. After getting the same error message, the US Bank rep put me on hold to investigate the situation. As I was waiting, I realized that I was logged out of my online session and when I tried to log back in, I got the message that my online ID had been disabled. When the US Bank rep returned, I told her about the disabling of my online ID, and she said that the reason for that was that I had tried too many times to transfer money and as a result, my account was now locked. She further told me that I would not have access to my account for XXXX hours. I became upset with this situation as I wanted to transfer the money to the other bank that offered higher interest rate. Now I am not able to transfer money for a few days because after waiting XXXX hours for my account to become unlocked then there will be a weekend and I won't be able to transfer money until at least Monday XX/XX/2023 and earn additional interest during those days because US Bank employs rude and incompetent representatives who provide incorrect instructions to their customers and when customers accounts get locked they blame it on the customer and they become confrontational. I believe limiting my access to my funds and my ability to transfer MY MONEY out of this incompetent bank for at least a few days is causing hardship for me and my ability to earn additional interest on my money. I should have access to my money at any moment and US Bank has taken that ability away by not allowing my to access their online banking to transfer money.
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: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2023 US BANK agreed to refund a {$36.00} overdraft fee after stating that I should not incur the fee because I have the ability to bring the account current before XXXX close of day and the fee will reverse back into my acct the same night. I followed the instructions and immediately brought the account current but never received the fee reversal. Previous to this, another cust serv agent stated I would not incur an overdraft fee because the overdraft charge was under {$50.00}. At this point I've been given two very different reasons why I should not have incurred an overdraft fee. To date I have not received the reversal of fee and have now been compounded with another {$36.00} fee as another item was returned because I did not receive the fee reversal as promised. I am now out of {$72.00} dollars because of being misinformed and misled and misdirected by US BANK agents. US BANK now says that I was misinformed on 3 occasions and will not be receiving {$36.00} overdraft refund because I have a BUSINESS account and those courtesies I was told ONLY APPLY TO PERSONAL ACCOUNTS. On 3 separate occasions from 3 totally separate agents I was misinformed. Seems to me that US BANK has a problem with their training and reps. US BANK told me during my final conversation that this is not their responsibility and that agents can tell customers anything they want and it doesn't hold them accountable for what they've conveyed. US BANK said it's all my fault for not managing my account. I have spoken with US Bank several times to this date to no avail with the final cust serv agent ensuring me she would have that fee back into my account and apologized for the consistent chain of misinformation I had received from previous agents. To date I am owed {$72.00} in fees. Had US BANK provided accurate information on the first call, we would not be in this situation. A company that trains their employees to tell customers ANYTHING and not worry about consequence explains why I received misinformation 3 times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am going through a divorce and need my name removed from the mortgage. US Bank is supposed to send assumption forms for my XXXX to fill out and prove he can assume the loan. I requested these forms XXXX months ago. They said they were being mailed and I should receive in 10 days. Never got them. Called and was told they would email them. Never received them. Called a third time demanding a supervisor. Got a supervisor and shared how I have been waiting over a month for assumption forms. Supervisor said nothing he could do but he would email them and mail them out with guarantee I would get XX/XX/XXXX. Nothing came. I have no way of getting my name off the loan as they are not fullfilling my request and holding up my ability to buy a home :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A