Date Received: 2023-07-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am struggling to withdraw my money from US bank account, they said they need to confirm my identity but they have all my personal information. They want me to send them pictures of a federal ID. I had sent XXXX pictures but none of them comply with their hard quality request. I need my money to pay my bills and in order to be alive. I demand from them a better and easier option where not only myself but all customers struggling to get their financial support for living have access to their money. It's not fair that meanwhile US bank gain a huge profits with our money, we customers are suffering and maybe lose our health and our own lives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01832
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Business account with US Bank about a month ago. Opening an account doesn't take a lot of time but setting up the account and connecting it to work with your personal accounts for incoming and outgoing funds takes a lot of time and effort to setup. They sent me a letter yesterday ( it's dated XX/XX/XXXX but I didn't get it until XXXX ) that they're randomly closing the account. I have two complaints with this ... if they want to close an account of mine, fine. I'll find a better bank to do business with but they should be required to at least give you a reason as to why they're closing it. They won't tell me any reason why. Only thing I've done is open the account, and transfer money in and out a few times to see how long it takes and ensure it's setup correctly between my other personal banks ... my second complaint is, they should have to give a minimum of 30 days notice before closing an account. There's too much stuff connected to an account to just randomly close it... they are supposedly giving me until the XX/XX/XXXX to get the funds out but I'm leaving for vacation and will be gone that whole time. A weeks notice isn't sufficient notice to close an account when there's so many steps involved in moving the money out and setting up other accounts. 1 ) The reason why they chose to close it should be mandatory ... even if you don't agree, you would at least know why the bank decided to close it. When you're entering into business with a company, they should have the common decency to at least tell you why they chose to stop the agreement. It's a lot of effort on the consumer part to end up not even knowing why ... and it could cause some to default or be late on their debts. 2 ) A minimum of 30 days should be required since there's so much involved after a bank randomly decides to close your account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: US Bank has charged off my account with fees calling it " account abuse '' which now hinders me from opening a credit Union Account and subsequent loan. XXXX charged to my card without my authorization {$170.00} on XX/XX/XXXX. My US Bank account had {$12.00} in the account which resulted in an overdraft and then additional fees totaling- {$230.00}. In XXXX of XXXX, US Bank Charged off the account without any notice to me and reported to XXXX XXXX as " Account Abuse ''. US Bank did not have any statements or contact regarding this activity. I have been on the phone with the branch 3 times and have been referred to contact 5 different departments with US Bank with over 8 hours of phone time. XXXX has agreed to credit me {$78.00} but this does not resolve the issue of the overdraft, closed account. I want a rull refund and my account restored to it original balance with US Bank and a letter to XXXX XXXX showing this as an error. We still have our business account with US Bank and hope to keep it open, unless this can not be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I entered a local US Bank branch this afternoon to pay the {$1.00} my account was overdrawn because of THEIR account fee, with CASH, and close my account. The teller took my {$1.00} in CASH and entered it as a CREDIT deposit instead of a CASH deposit and told me that she couldn't close my account because the " system '' wouldn't allow it as the CREDIT deposit is " pending '' yet my account balance is now $ XXXX!! The teller then informs me that " she'll write herself a note '' and get into my account TOMORROW and close it then. My CASH deposit of {$1.00} should have posted immediately, it is NOT a check and is NOT over whatever limit they have set on available funds after a CASH deposit. I have absolutely no confidence that my account will be closed and I do believe it is within my legal rights as a consumer to close out my account after making a CASH deposit that brings my account balance to $ XXXX! Contact was made with US Bank and I spoke to no less than five ( 5 ) human agents who continued to insist there was no one available to neither own responsibility for this issue nor access my account and close it down. In the meantime I am left in limbo with an open account relying on an employee who works for a banking institution that has screwed me over every chance it gets to close an account down for a customer who's information is now plastered all over a scrap of paper that could end up in ANYONE 'S hands. This is not the first fraudulent act they have committed with my accounts, but this will be the last. Now they have given me no choice but to file a complaint and pursue all legal remedies at this point. I want this account closed NOW or an audit of the entire institution and it's financial practices done. I have the right to close my account when my balance is $ XXXX, and made every attempt to do just that both in person in a branch and on the phone not more than an hour later with a total of six ( 6 ) different HUMANS today all lying to me telling me NOBODY can get into their system and fix the issue or close my account! I'm supposed to just sit here and wait while my account remains open with a XXXX balance for yet another HUMAN to keep not only my information on a piece of scrap paper safe but expect and rely on that same HUMAN to actually remember to follow through with this tomorrow?!?!? SERIOUSLY??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I signed up for a U.S. merchant service on XX/XX/19 for and this has been nothing but a nightmare. I feel I've been scammed. The lady who talked to me to initially onboard said that I have been way too much with other processors and she said " you'll pay almost nothing with us! ". She said that all I would EVER pay was a small percentage ( 0.5 % or so? ) for each transaction, that was to be ALL that I would every pay. No mention of monthly charges or additional charges, EVER. So she told me to just sign a docu-sign and I did. Then a few days later, a surprise, I get a payment hardware in the mail WHICH I NEVER ASKED FOR. I also saw a charge for {$53.00}. Somehow I found someone to complain to on US Bank site and the person named XXXX XXXX XXXX agreed that I was unjustly charged for something I never agreed on and promised a refund ( screenshot attached ). Weeks go by and I don't see the refund. I contact him again twice, but he decided to completely ghost on me. Today, a month and a half later, still no refund. Then, on XXXX, I see another new charge for {$35.00} labeled " XXXX XXXX XXXX XXXX XXXX XXXX '', which I have no idea what for. What the onboarding lady said was that you pay only when you use the service, in a tiny percentage. They just keep taking money from me for no reason. This is completely unacceptable. I can not remember the lady 's name but her phone number I have on record is ( XXXX ) XXXX.
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: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I contacted XXXX who is one of their phone representatives for U.S. Bank on XX/XX/2023 at XXXX XXXX to request Checks for my 3 checking accounts ( Business Checking, IOLTA-Attorney Client Checking, and Personal Checking Account ) at a cost of {$250.00} ( {$120.00} for each Business Account and {$18.00} for the Personal account ). I had to order checks because all the noted accounts used to be under Union Bank of California but were taken over by U.S. Bank as of XX/XX/2023. U.S. Banks changed the Account Numbers and Routing Numbers for all my account. My complaint is that I should have not been made to pay for the new checks since the need for new checks was not my doing. U.S. Bank bought Union Bank of California and changed the routing and account numbers. I was forced to buy new checks so I want U.S. Bank to refund the {$250.00} that I paid them. XXXX told me I had no choice and had to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 917XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I contacted US Bank business checking XX/XX/2023 since I didn't receive the {$500.00} opening bonus, they gave me a reference number : XXXX. They returned my call on XX/XX/2023 saying I won't receive the bonus since the money isn't new to US Bank, but transferred from my existing US bank account. However, their offer opening page doesn't say it has to be new money, can't be existing money. I have the screenshot of that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023 I opened up a new account with U.S Bank in XXXX Missouri because I moved the following day to XXXX with my older sister. The reason I opened up a new account is because the original bank I had wasnt up in Illinois it was only available in Missouri. So I opened up the account and it was okay until XX/XX/XXXX, the bank gave me a call saying they needed me to verify my Identity and Proof of address etc. so I went in and did that and they said okay your account should be back on tomorrow, but it wasnt on so I called them and they told me it would take two days. So I waited and then it still wasnt on so I went in and re explained everything and they told me that the proof of address didnt work, so I was originally upset that they didnt call me and tell me that so I was just waiting for it to come back on and didnt know that it didnt even work the whole time. So regardless it didnt work and they told me a couple of different options that I could use for my proof of address, my I explain I am XXXX just out of high school and not even living up here for a week so I didnt have a work pay stub since I hadnt got a job yet and Im not in college etc for my student loans and Im not on the lease since Im living with my older sister. Anyway Ive been on the phone and in and out of the store several times then finally I have a pay stub that I can show them with my address on it, so they scan it and say okay perfect this will work it will be about 2 days. And at this time rents already been due and Ive had no access to my money at all. I cant pull any out either. So I went to the branch manager up here in XXXX and shes been telling me shes never saw a hold on an account for more than three days non the less XXXX XXXX weeks. She said she would email people and what not but no progress has really been made and I need my money and Ive kept my cool as much as I can. I dont know what to do but I need my money its not theres.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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 am writing this about US Bank and their Cash Rewards Credit Card. I have a checking account with US Bank and credit card. My problems began in XXXX I was traveling a lot, so I had many hotels and rental car companies that were taking some payments and many deposits/holds with my credit card. I usually paid with my debit card but most require a credit card for their deposit, so I used credit card for deposits. I did get a deposit from XXXX XXXX XXXX for {$200.00} on XXXX which was one of the first places I stayed then XXXX XXXX for {$170.00} on XXXX but after those two I did not see any deposits come back to my available credit for the entire month of XXXX. I rented from XXXXXXXX XXXX XXXX XXXX on XXXX and they took a {$500.00} deposit from me in which I had to make a payment to card as all the funds were not available in credit so I know that the funds were being deducted from my available credit every time I used my card for deposits. Another two deposits with XXXX on XXXX and XXXX both with another {$500.00} each for deposit. Next was XXXXXXXX XXXX XXXX who took a {$200.00} on XXXX. XXXX XXXX XXXX on XXXX for {$500.00}. XXXX again on XXXX for {$250.00}. I also stayed at XXXX XXXX in XXXX where they took several deposits from XXXX to XXXX for $ XXXX {$110.00}. XXXX XXXX in XXXX who took {$250.00} on XXXX and {$250.00} on XXXX. Ending with XXXX XXXX who took {$100.00} deposit on XXXX, XXXX, XXXX, XXXX, and XXXX. I would make a payment to credit card to cover large deposits as I was close to my availability in the beginning. I decided to pay off my cards balance on XXXX to make it clear where these deposits were going exactly. My balance on this day was shown at {$2600.00}. I paid in full. After paying in full I noticed my cards available balance was never close to the {$3000.00} credit line I have it still showed a balance of {$2300.00} with only {$150.00} available credit. So I started to communicate with the support on my credit card from US Bank. Next, I will list the dates I have and ways I talked to them about my various concerns for the last few months. I will only list what I can verify with my phone records and with bank officials in Branch locations. My available phone records only go back by 2 months so I can only list those calls. On XXXX XXXX I called because I had received an email from US Bank XXXX XX/XX/XXXX saying I had requested their program extend pay and the request was being processed. I did not know what this was and I had not requested anything on my account. The first girl I spoke with told me she was new to extend pay program and so she had limited information. What she told me she understood is that when an individual purchases a large item with a charge card they will put that charge into extend pay and they can pay off the item without interest for a small fee. I again told her that I had not purchased anything large and did not sign up for this program. She finally gave me a supervisor who also was not familiar with this program which I again told her I did not sign up for. I thought that from this phone call they would investigate why this was going on and the problem would be cleared up and so would this extend pay that they claim I requested. I then looked at my statement online and saw that they were saying I put a charge to XXXX XXXX XXXX XXXX into extend pay along with a deposit from XXXX XXXX Hotel that should have been a credit not a charge at all. The charge from XXXX XXXX XXXX XXXX for {$1300.00} had a transaction date of XXXX but paid on XXXX. I paid my balance on my card off on XXXX so the charge from XXXX was paid off and should not even be on my account anymore. On XXXX ( 43min ) I called the bank in which I was told I can not get out of this extend pay unless I pay it off in full after this call, I went into a branch to see if they could help. On XXXX I went into a branch in a XXXX store and was helped by a gentleman who told me he had limited information on credit cards but gave me a printout of what he could see which I still have, and I left. On this there is a charge shown by XXXX XXXX in the amount of {$250.00} which was supposed to be a deposit/hold. This charge disappeared from any other record that I can see from statements and the bank. On XXXX I went into a bank branch for appointment I made at XXXXXXXX XXXX- the lady ( XXXX ) who helped me was very nice but again printed out some information on my account and said it was a lot to go through and that she could not see all the information that the people can see through the credit card support so she could not explain why the money was not coming back in my available balance from the holds and or why the extend pay was there and double charged to me from what she could see. I called credit card support at XXXX ( 30min ) and was not getting anywhere so I hung up but called back at XXXX ( 41min ) and was given a supervisor who said she would dispute the XXXX and XXXX deposits XXXX Throughout all of this I had contacted the merchants who all said they had released the deposits to bank which bank said no they did not see them at all at the beginning of each call only to see them by the end but say the had not released. On XXXX ( 57min ) I spoke to XXXX who was a supervisor and explained that the extend pay should not be there they charged me for it twice and then said I put it into extend pay day before my statement was to come out. This charge was paid off on XXXX after it paid on XXXX. She said she saw what I was saying and would turn it in for investigation to the fraud department. On XXXX ( 23min ) XXXX called from the fraud department and asked what the concern was and after I told her she began to tell me she would only refer to charges on my statements would not discuss deposits/holds. I can not see them only the deductions from them which should show back up in my available credit but do not. She was rude and aggressive and said I can only pay off extend pay was not able to get out of that charge. I ended the call as it was not going anywhere productive. I called on XXXX ( 142 min ) the call started with a gentleman who kept repeating that the deposits/holds just fall off once released and if the merchants were saying they had released them then they had fallen off. I tried to explain to him that almost every time I had a large deposit, I would make a payment before because I wanted to make sure I had enough available credit to cover them. Starting XXXX {$1000.00} payment, XXXX {$110.00} & {$120.00}, XXXX {$1200.00} & {$990.00}, XXXX {$450.00} & {$900.00}, XXXX $ XXXX $ XXXX {$2600.00}, XXXX {$300.00}, XX/XX/23 {$400.00}, XXXX {$300.00}, XXXX {$500.00}. I had {$40.00} rewards applied to account on XXXX. Also {$660.00} in credit from the first two deposits I made and other merchants. The bank shows a credit of {$1300.00} and {$110.00} on statement but it is obvious that was never credited to my account as they put it in as a charge to account immediately after the credit- this is supposed to be for the extend pay that I never signed up for and for a charge I paid off on XXXX when I paid my card balance in full. He sent me over to a supervisor that was XXXX and she was more pleasant this time. I explained that XXXX had put in a dispute during my previous call about the two deposits from XXXXXXXX XXXX and one from XXXX. The reason was that she could see where XXXX released the first deposit ( {$500.00} ) on XXXX but it was not applied to my available credit on card. The second deposit ( {$500.00} ) that XXXX said was released on XXXX she did not see released at all. The deposit from XXXX ( {$250.00} ) she could not see yet released and the notes from the first dispute with XXXX over deposit ( {$200.00} ) were not clear as to the outcome. After going back and forth with XXXX for quite some time she agreed that the deposits did not come back to me and gave me to another supervisor who could see more information about the disputes than her. This person said she would put in for an investigation on the outcome of first dispute and would try to expedite the current dispute and why I never was given provisional credit promised when disputes were filed. I did not hear back as I was supposed to be called the following day. I called on XXXX @ XXXX ( 18 min ) to find out what was happening as I still did not have any provisional on my card and XXXX said she saw all the notes on my account about these problems but would NOT be discussing any of them with me. If I had another problem other than the above, she was willing to discuss it but if not she was ending the call. Later on, XXXX provisional credit appeared on my available credit on card in these amounts : {$280.00} and {$220.00}. These were charges to my card from XXXX XXXX XXXX from a separate rental where I had to get an extension. These charges have nothing to do with the deposits released on XXXX and XXXX from XXXX. The reason for all the hotel stays and rental cars is that I was evicted from my home in XXXX and had to sell my car and other belongings. From this I have had to pay for rental cars and hotels. I was counting on the money from the deposit/holds coming back to my availability so I could use it for a place to live. But the banks continued run around on all this has kept me from being able to access those funds and has cost me more of the little I had left in my checking account with US Bank. When I first sold my car, I had the gentleman who bought it give me a cashiers check for the amount he paid he offered cash but I thought a cashiers check was better as to not need to worry about the dollar bills all being real. The cashiers check was drawn on a local bank and I was able to call the number on the front to verify the funds. When I took it into the bank to cash it they only made available {$2000.00} and held the other {$15000.00} for 14 days. This cost me as I needed the money to get to family in XXXX Wyoming and had to pay for storage and XXXX out of the available funds. After paying for a room for one week and the above I needed more of my funds to pay for deposit at XXXX that I already paid for online just needed the deposit. They refused to free any funds, so I was unable to access the room I prepaid for and was left to sleep in a rental car with my two XXXX dogs. I called them several times, but they refused to clear any money for me. We recently have encountered a problem with deposit from our current hotel with our checking account as well. The hotel released the deposit, but our checking account charged it as a charge overdrawing our account. We had {$180.00} in our account and after they took two charges of {$84.00} & {$83.00}, and one other came in at {$21.00} When we called and told them about the error it took them 4 days to give back the two {$80.00} charges. But we should have had {$160.00} already in our account when the two {$80.00} charges came back so our account should have been {$330.00}. But they gave us back the charges only and did not give back the money that they took to overdraw the account. I have been a customer of US Bank for over ten years and really dont understand the problems that I have been having. They have been very unhelpful with trying to get any answers to my problems. I would not have continued to use my credit card for the deposits as the problem has been on going but most merchants will not accept your debit card for deposits only credit card, so I have had no choice other than to continue to use them as a way to pay for housing and rental cars. I need this to be fixed so I can obtain permanent housing with the money that is tied up. Thank you in advance for your time and help. If you have any questions, please email me at XXXX or call me at XXXX. I have receipts, statements from bank, print outs from bank appointments which show a clear inconsistency. I also have my phone records showing communication with them on dates I listed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85119
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: US Bank Relicard has been nothing but trouble since receiving it. I usually get my direct deposit Government Benefits sent to US Bank XXXX XXXX XXXX after receiving them from XXXX. US Bank does not deposit my benefits early. Recently, I requested a payment from Texas XXXX XXXX on XXXX XXXX, 2023. This was processed and sent to US Bank XXXX on XXXX XXXX, 2023. I did not receive the funds, When I logged in today it tells me that my account 's are in ( Read Only ) Mode. When I spoke to a rep today from US Bank XXXX they told me that my account has been deactivated from XXXX and that I need to contact XXXX. XXXX does not issue debit cards and does not have control over enabling or generating or disabling debit cards. That is US BANK. I asked to speak to a manager who told me they closed my account on XX/XX/XXXX after receiving my payment and that I can't speak to anyone about it and he can't explain it to me. Even though, I never received any letters or notices from US Bank Prior to my account being ( Closed ) Without Explanation or resolution. Again he directed me to contact XXXX. I called XXXX Today and they told me they don't see anything about a account deactivation and that there is no errors on their side, They told me they will have to send an inquiry to their finance department but they already issued my payment and US Bank did not send it back. US Bank is obviously holding my funds ( My original email XXXX ) US Bank Relicard customer service refuses to give me any information and just keeps directing me to XXXX. XXXX tells me they do not issue debit cards, my account is not locked with XXXX and my benefits payments are in good standing. So Clearly this is an issue with US Bank Relicard. They are holding {$1000.00} of my money, and this is going to cause me to be evicted and not be able to pay bills. This is causing financial loss and monetary harm. US Bank Did not provide detail, and will not assist me. US Bank issues the Relicard and again they are all clueless as to what is happening. XXXX said Relicard may need to verify my identity but they have already done that several times now. I want a resolution as to how it is legally allowed for them to hold my government benefits without explanation. Closing the account the day they receive them seems oddly suspicious.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A