Date Received: 2023-07-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I'm a transitioning union bank member, to US Bank.As union bank members, we have been all being lied to, about that refunds put on our old card get automatically transfered to new card.As most people called to ask this specific question before a activating new card, as I did and was told flawless transfer of funds from old card to new.I called on XX/XX/XXXX, before activating new card.Yesterday I talked to US bank fraud department and am told there is no automatic funds tranfer between cards, and reason my refunds, from XX/XX/XXXX, For {$26.00}, and {$7.00} on XX/XX/XXXX, that us bank has no knowledge of, from XXXX. I've talked to around 40 costumer service people, at us bank, all telling me the lie. Also person in fraud department, told me funds put on old cards, have undetermined time were funds might be available. As us bank costumer service tells you to call merchant, to dispute.After talking to fraud department, was transferred by fraud supervisor to regular costumer service, who I told about what I just learned. She was sick to her stomach knowing she had been directed by Us bank to respond to the old card question, and she admitted that many union bank transitioners keep calling wondering were funds are.I have cought this bank in over XXXX lies in my short time with them.so much more to say. So Us bank bald face lieing to costumers to entrap funds for undetermined time.All other union bank transitioners should and need know truth, so to get store credit, instead of funds going into limbo.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 923XX
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: 2023-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After 45 days and over 15 phone calls talking to almost 20 people at US Bank Mortgage I am no closer to getting resolution to an issue that US Bank has said multiple times is an issue that they caused. US Bank has not followed up as they have stated they would multiple times and has lied and misled me. US Bank for no explained reason incorrectly updated my tax bill requirements causing me to have a significant Escrow shortage. US Bank incorrectly marked that my country sanitation tax was over {$4000.00} dollars when in fact it is only {$34.00} dollars annually. They also made adjustments to the amount of tax owed to both the county and city for 2023 even though 2023 tax bills HAVE NOT even been issued by XXXX XXXX. In my many conversations, almost every agent has said that this was clearly an error by US Bank but could not give an answer on how it happened or a commitment to fix the issue. Everyone said they would follow up and resolve the issue. The sanitation tax issue was finally resolved after multiple escalations and a " manager '' simply moving the amount back to {$34.00}. The issue with the other tax amounts being updated still has not been resolved. Multiple agents and representatives told me to NOT make the payment starting in XXXX that was almost {$800.00} more a month due to this error. They said it would be best to have the issue be resolved and to not worry about any late payments or credit reporting as the account was in a certain status that it would not happen. Well no surprise I got a late fee. I was worried about the account showing more than XXXX days past due as no one was following up and the resolution date kept getting moved so I sent through my bank the payment amount that we have always made. I also did the same for the XXXX payment. The account is still showing a late fee, the tax issues have not been resolved, and the escrow is still wrong given the errors. The way I have been treated, lied to, ignored, and not followed up with is criminal and I believe a violation of the UDAAP. Even today I got transferred around several times and told that the late fee is my issue and I should have paid even though they have on recording that I was told not to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check from a trust account my grandfather set up before he died for {$4700.00}. I get a check from this account t every year in XXXX. This year, I deposited the check on Monday, XX/XX/XXXX. On Tuesday, XX/XX/XXXX, the check had cleared and all of the funds were in my account. Since I knew this check was coming, it is the only income I have for the month of XXXX, so I used that money to pay all of my bills online for XXXX. Later in the day on XX/XX/XXXX I checked my account and my balance was - {$3000.00}. It seems that AFTER they had cleared my check and deposited the funds in my account, they changed their mind and decided to put a hold on the check and they withdrew {$4700.00} from my account to hold for 7 days. Since I had already paid my bills this put my account {$3000.00} in debt. This triggered an overdraft protection payment to cover that debt as well as zeroing out my US Bank Credit card. I will have to pay the interest on these charges. It is completely unethical for a bank to deposit funds into your account and then later on, after you have spent a good portion of those funds, decide to hold those funds and withdraw that money from your account. US Bank should be held accountable for this predatory practice. I will now have to pay interest to US Bank 's overdraft protection and credit card because of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90039
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I requested a balance transfer through my XXXX credit card who use Elan Financial as a third party. The balance transfer was approved and check was mailed by them to XXXX XXXX for the amount of {$7500.00} on XX/XX/23. XXXX XXXX deposited the check on XX/XX/23. The amount was taken off the XXXX XXXX account but later put back on saying the check was returned on XX/XX/23. I now have {$7500.00} on my XXXX credit card account and my XXXX XXXX account. I have spoke with both parties multiple times. Elan states the check as cashed and there is nothing else they can do. XXXX XXXX states the check didn't go through. Each party says nothing else can be done so I now have the charge on each account. XXXX XXXX refused to reopen the payment investigation and asked I fax anything to their General Correspondence. I did fax them proof of the cashed check that Elan sent me a copy of. Last person I spoke with at XXXX XXXX said that doesn't help because they did try to cash the check and that's all the proves, it's that the check didn't go through. When I reached back to Elan they again stated the check was cashed and no further investigation can be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73160
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: U.S. Bank had locked my account on XX/XX/23. I had done everything in my power to get the lock removed, but they have not followed through. I opened the account recently, on XX/XX/23. The only reason I opened it was I was sure they verified my identity and address information so I could use the account. They did not. On XX/XX/23 they locked my account for address verification after putting my home and mailing address as exactly the same ( a big no-no when my mailing address is a commercial mail drop ). It has been two days and my funds are still locked, and I am being told to provide additional information. As I tried to provide that information, I found there was no one able to accept my paperwork. This is unacceptable, and I need that lock removed so I can access my remaining funds then close my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98032
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My divorce was just recently final and I was in a very toxic, abusive marriage. I had zero control of bills, emails or anything of importance. After I escaped and filed for divorce I started getting letters in the mail from all different credit card companies. Here to find out these were open XXXX from my ex husband and he had all the statements coming paperless. My attorney has filed contempt charges and fraud charges are reported also. The 3 credit reports are attached that show all these credit cards in my name and they were not opened nor used by me. This is causing a major problem as I am receiving calls non stop and even to my employer. Can you please help with this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44266
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: XXXX XXXX XXXX XXXX violated my hardship agreement. The agreement was for monthly payments in the amount of {$410.00}. In the last 2 months I had a total of {$1400.00} withdrawn from my checking account. ( {$410.00} XXXX + {$630.00} auto pay ). They are claiming that my auto pay was not cancelled in time however, they revoked my ability to cancel my auto pay. I requested to have the unapproved auto pay payment ( {$630.00} ) returned to me as my account is in good standing but they refused/rejected the request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Chronologically : Points XXXX are all from previous complaint XXXX. XXXX onwards are new. XXXX ) Friday XX/XX/XXXX, I received a notification from my customer XXXX that my consulting fees of {$24000.00} have been XXXX transferred to my bank account at US bank ( checking account ) XXXX ) Weekend of XXXX XXXX, I tried to check online and found XXXX XXXX. I called customer service and was told account has been locked by fraud department. Since this is the weekend, call the fraud department on Monday. XXXX ) Monday called customer service and after a long wait connected to the fraud department. She refused to say what is the fraud and refused to help. On Tuesday, I was told briefly that the reason they see is names do not match. I was also told to go to my local branch in XXXX XXXX, IL and talk to branch XXXX. I could not since I was traveling. XXXX ) On XX/XX/XXXX my customer XXXX called and asked if everything is OK with my bank. Someone from US Bank called them and asked her if transfer is legit. She told them of course it was. XXXX ) On Saturday, XX/XX/XXXX I went to local US Bank and was told XXXX is on vacation. He will return next Tuesday XX/XX/XXXX. I reached out to US Bank efraud department who has frozen my account- XXXX XXXX by phone multiple times, she never replied. Called local branch XXXX XXXX on XX/XX/XXXX, he was the only XXXX who was helpful. I was told that bank suspected fraud since the name on XXXX was XXXX XXXX XXXX XXXX and the name on account is my name XXXX XXXX. I told him that is my company name and I and my wife are the only owners and workers in the company. Also, I had been receiving XXXX XXXX payments XXXX XXXX to US Bank this XXXX without any issues. He told me to reach out to XXXX XXXX from XXXX to resolve. I called and emailed him tens of times without a single response from efraud department. XXXX ) On Friday XX/XX/XXXX, I sent my business license XXXX to XXXX, local branch XXXX by email proving that I am the President and owner of XXXX XXXX XXXX. XXXX ) Tuesday XX/XX/XXXX - response from XXXX - " I received a reply from XXXX, the XXXX XXXX you had reached out to. After sending the business documents, they are required to send the funds back to the sender and the account be closed. They are not allowing branches to release the funds. I asked him to expedite the process and he was able to submit the request but no time frame. '' XXXX ) XXXX passed, followed up with my customer XXXX if they received any request, they never did and nor did their bank XXXX XXXX bank. From XX/XX/XXXX - XXXX followed up with US Bank XXXX department multiple times and never any response. Received a response from XXXX - bank XXXX on XX/XX/XXXX - " I apologize that they are unresponsive. There are updated notes stating US Bank has submitted the request to send the funds back to the originator and we are waiting for the originator to respond to the request. '' Again, my customer XXXX said they received no request. I don't know if their bank XXXX received any request. XXXX ) Monday XX/XX/XXXX - email from XXXX- '' I received a response today regarding the account. They gave me approval to release the holds and release the funds to your business name. However, we have to wait until the XXXX in order to create the check. '' XXXX ) Went to bank on XX/XX/XXXX hoping that I will see my money. I was told by XXXX that there is a new claim ( from my customer XXXX bank XXXX XXXX Bank ) - XXXX ( description in letter that I received says Hold Harmless Request ). US Bank debited {$24000.00} from my account and is holding it. The funds will be held for XXXX business days ( after already being held for a month ) before being released to XXXX. The option is to dispute the claim which I was advised to do by the XXXX XXXX XXXX and the bank XXXX. Bank XXXX again submitted my business license papers to US Bank fraud center by email. XXXX ) Today XX/XX/XXXX, I received a notification from customer XXXX that the bank XXXX has told them that US bank has denied the claim and there is nothing more XXXX can do. US Bank will be able to release the funds to my account. XXXX ) I called US Bank XXXX XXXX XXXX and talked to front office XXXX. First issue is front office knows nothing about the case, only back office knows, and they wont speak with me. Front office told me that back office says claim is still there from XXXX. They can not do anything. XXXX already said there is no claim anymore since they received the denial affidavit. Back office also said to front office ( XXXX I was speaking to ) that even after claim is withdrawn, they wont pay me back. They can only return money to XXXX which anyway they failed to do after more than 1 month. XXXX ) Reached out to XXXX branch XXXX again and requested that he release the funds now that there is no claim from XXXX XXXX He himself wrote before " I received a response today regarding the account. They gave me approval to release the holds and release the funds to your business name. However, we have to wait until the XXXX in order to create the check. '' XXXX ) He responded " Prior to the funds being taken out of your account from our fraud department, that statement was true. Once the funds were taken out, the approval to release funds was revoked. It is now completely out of the hands of the branches as everything has been taken over by US Bank fraud, which is why I have provided you with the case # and phone number to the fraud liaison center. When the funds are returned with no holds on the account, that is when I can obtain a new approval to release the funds. '' XXXX ) As shown in the XXXX attached letters - XXXX encl CFPB ( XXXX ), I was told to wait XXXX business days from XX/XX/XXXX ( XX/XX/XXXX ) before the funds will be automatically released to XXXX XXXX XXXX XXXX XXXX ) Called on XX/XX/XXXX and the front office fraud rep said yes since the letter stated XXXX business days, the funds have been returned. I told my client company to find out from XXXX if they received the funds. XXXX ) XX/XX/XXXX, client says XXXX has not received any money. Called XXXX department again and the lady there promised to give me the transfer date and any reference number like ACH number so that XXXX can locate. She asked me to follow up. XXXX ) Called today XX/XX/XXXX and found she has been unable to find any information since back office is unreachable and there is no information that funds have been returned nor any information when it will be. It is open ended instead of XXXX business days as promised and written in enclosed letter. I asked again to get the reference number and transfer date.
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: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a new business checking account with U.S. Bank on XX/XX/2023 ( see confirmation email ). They were running a promotion for up to {$750.00} for depositing {$15000.00} within 30 days and holding it in the account for 60 days ( see attached promotional screenshot ). I funded my new account with {$100.00} ( see attached bank info for XX/XX/2023 ), but could not access the funds or account until I received my debit card in the mail. After 10 business days, I still had not received any way to access my account or a debit card in the mail which I was told was the only way to set up my account in an area where there are no nearby branches. I live in XXXX, Hawaii, and there are not U. S. bank branch locations on island. I spent over 6 hours with customer service over the phone over the last few weeks to determine whether or not the debit card and new account information was mailed over. I was assured by one representative that it as being sent but have not received it. In the last 10 days I made two calls to customer service and was told that I would receive a call-back from a supervisor but I still have not received any contact from the bank. It is now XX/XX/XXXX and the 30-day deadline to deposit new funds as elapsed. They also have my {$100.00} opening deposit and I have no way to access those funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was told that I can remove my impound account later with my 25 % down payment. XXXX years has past since and still US Bank won't do it unless I pay them {$1000.00} and there is no where on my documents saying that I have to pay this cost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A