Date Received: 2023-07-02
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: My purse was stolen on XX/XX/2023 from a locked car that was left for XXXX minutes with the purse hidden. The US Bank fraud department was notified immediately on XX/XX/XXXX and was instructed to close my checking account and told that my driver 's license was stolen also. On XX/XX/XXXX US Bank opened a new checking account but did not properly close the old one or put proper alerts on it for the ID theft. On XX/XX/XXXX XXXX fraudulent checks for {$3200.00} each were cashed at a US Bank with the cash taken. On XX/XX/XXXX the new account was debited for the fraudulent checks. On XX/XX/XXXX I discovered this and reported it to the US Bank XXXX department. I have yet to receive compensation from US Bank for the {$6500.00} in fraudulent checks that were covered by my new account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55068
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have been trying to close my fathers checking account. He is deceased. I am the executor. I faxed in the paperwork but cant get hold of anyone to confirm or get status. I live in a state where there are no US Bank branches
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I was making a payment via XXXX from my checking account with US bank. For some reason an unknown persons number was on my list and I clicked that name by accident, but I did not complete transaction and tried to go back to correct it, instead XXXX, completed the transaction without my authorization and sent the money to an unknown person. I immediately called US bank and told a rep what had just happened. They said the money had already left my account, which made no sense bc I did not finish the transaction. They said I could open a claim and it would take 7 days to resolve. They reassured me it would be corrected. I waited a couple days til my XXXX XXXX went back down and called the bank again bc the money had still not been returned. They told me a completely different story this time but said the money would be back in my account by Monday. Monday came and still no money. I called again, this time they changed their story to the claim had been rejected and closed and there was not going to be any correction. I asked for the name of the person I spoke to earlier who said I would have the money back by Monday, because I know these calls are recorded and notes have to legally be made. I used to work in the banking compliance sector. They said they had no record of the calls. They kept changing the subject and making excuses and transferring me to other people and finally they just hung up on me. This is insane! I have never been treated so disrespectfully by this bank before and it was an error with their app. I never completed the transaction and it went to a recipient that should never have been in my list of recipients bc I didn't even know them. I am semi-retired and can not have the banks messing up my account and taking my money like this. They were unprofessional and unapologetic and had no desire to rectify this error that is clearly a glitch with their app.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Other transaction problem
Subissue:
Consumer Complaint: When I went online on XX/XX/2023 and checked my accounts, 2 accounts had unotherized XXXX transfers. Savings account had 4, Checking had 8. Called the bank US Bank to report these transfers. US Bank was to freeze my accounts and file a report. On XX/XX/XXXX 4 more XXXX transfers went through ( account was supposed to be frozen ). The total is {$14000.00}. Went to US Bank and closed the affected accounts and opened new ones. I then could not sign onto online banking after much ado and multiple people on their end it finally was resolved so I could get online. Very upsetting as I was the only one monitering my accounts. I don't understand why these transactions didn't send up a red flag. Totally out of character for these accounts. I received " denial '' letters as the bank stated that the transactions posted as requested.Multiple XXXX transfers to myself, with my name spelled several different ways, also 2 XXXX transfers to 2 people I do not know. I have repeatedly talked to the fraud department. I have filed a police report as well as have my IP address changed. Passwords changed and 2nd identifaction put on all accounts. After their denail letters I have kept researching. A person in the US Bank on line banking department determined that these XXXX transactions went to multiple different banks including XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as well as XXXX XXXX. On XXXX the have supposedly " reopened '' the case and was told I would hear in 3-5 days. That has not happened. I have contacted a lawyer, he can't take my case as the research alone would be more than the {$14000.00} that was stolen from me. He has helped guide me with suggestions on where to turn next. ( that is how I came to be making this complaint. ) XX/XX/2023 I received a letter stating that US Bank attempted to recover funds of one of the transactions ( the same that they determined were posted as requested, not fraud ) The transaction was a XXXX transfer for {$1000.00} and I received a check for {$93.00}. That really makes no sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
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: On XX/XX/2023 I attempted to purchase clothes from a merchant on XXXX. It turned out to be a scam. Not the merchant being represented on XXXX page. On the same date : I immediately attempted to cancel order, I then called Elan Financial Services to block purchase and cancel credit card. I was told a provisional credit was issued. Elan sent inquiry form, which I filled out and returned. I then received a letter dated XX/XX/2023 stating that my dispute was denied because I had not contacted the merchant. On XX/XX/2023, I called and spoke to a supervisor, who said the account specialist would call witihin 24 hours. No call was received. I sent a letter detailing what I had did and stating that no goods were received ( per e-mail from merchant, goods were delivered to XXXX on XX/XX/2023. ) I again requested to hear from the account representative, and asking for support for Elan 's decision. I followed up with phone calls on XX/XX/XXXX and XX/XX/XXXX, again asking to speak to dispute representative. Both times receiving promises of a follow-up phone call. On XX/XX/XXXX, I received a second letter from Elan stating the dispute was closed out and the charge would stay on my bill. I sent a second letter, more detailed, and demanding a response to my attempts to resolve this. No response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I received an application from my bank, USBANK, I have been a customer for almost 3 years. My credit is good, and I do have a fraud alert on my credit reports. At first, they denied me and they pulled my credit. Then they sent me a text, asking for a home address. I faxed them my Drivers License and my Lease agreement, WHICH IS VALUABLE information. They never got my fax. I waited and never heard from them, and then called back because they finally sent me a letter saying they needed to Authenticate me. My reference number is : XXXX. On XX/XX/XXXX, I resubmitted my information via a digital fax, and got a receipt that it was delivered. Then I never heard back from US BANK. Today, I called them to find out what happened. They closed my application which was 45 days. They never even alerted me saying that I was trying to get through. When I spoke to XXXX, the supervisor at their North Dakota branch, I said I wanted to locate my data. She said they never received anything. I said, I wanted her to go to the fax and find my fax and show me they will destroy my documentation, because she refused to give me an extension and said they would need me to re-apply AGAIN. She said she couldn't because my application expired. I said, okay, so where is my information which is very private. I said I wanted her to go find it and that I could email her the confirmation. She couldn't be bothered. She said too bad, they do not have a way to find it. She didn't even try. And so now my drivers license and address arrived at the confirmed Fax number that belongs to USBANK. How is this acceptable, that they have no accountability for losing my private information. I did ask them about how I can do this more securely and they offered no option. I'm filing a complaint because they have my materials and I want accountability. It is not acceptable to just have lost my paperwork when I know it was confirmed. I will submit the receipt. I want the bank to find my paperwork. And I want them to provide me a credit card without repelling my credit this is their mistake not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had a CD with Pure Point Financial for a little over XXXX In XXXX Pure Point issued a check to me for the full amount as they were bought out by US BANK. The cashier 's check that they issued me bounced. I have repeatedly been talking to them and I am getting an extreme run around. I was told US Bank issued a check and was told I should get it within 5-10 business days. Today is the XXXX day. When I called I was told well, sometimes the mail takes longer. And I was told there is nothing much they can do. I spoke with a supervisor and he said my only other option was to have the check canceled and to fill out paperwork for US Bank to get refund but he anticipated that would take several months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 262XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This is my second complaint, due to the response received having nothing to do with rhe actual complaint. I have since seen the rules and I have since learned if choices regarding overdraft protection. But it was way too little to late. Having had my account for less than two years with over {$4000.00} in fees taken by US bank is excessive and quite disturbing. I am on a fixed income, XXXX XXXX XXXX and now my credit is messed up because clearing if I am missing {$4000.00} over approximately 18 months, I cant pay my bills, let alone afor to eat. There were actually XXXX fee charges in less than a XXXX month period, from XXXX XXXX of this year. XXXX in the XXXX years since I opened the account. No one has ever given me any direction in any way shape or form. The FDIC states they should monitor excessive and chronic customer use. More than XXXX occasions of overdrawing in TWELVE months is a red flag for them to take meaningful action and provide alternatives. There was absolutely effort by anyone to contact me by phone, mail, email. Heck, I live about XXXX blocks from the bank and they could have come by. Our town is very small. Our local US Bank branch brags about wanting to assist their customers with managing finances and making it as easy as possible. They claim they will collaborate to underarms our situation and develop personalized strategies. They clearly have not collaborated nor taken the slightest interest toward any strategy. This has created a huge ripple effect tans devastated us. I dont need their policy reiterated. I need them to take some ownership on their failures. I dont lay all the blame on theim but banking is supposed to be their expertise. Not mine. I am a XXXX XXXX citizen on XXXX. And I can barely afford to pay the bills I need paid in order to breathe, thanks to them. I would think a refund of those fees, at least XXXX of which should have been prevented, if they had been monitoring and provided explanation of the overdraft protection and opting out ( which XXXX knew nothing of until it was waaayyyyy too late. And I contacted them. They made no effort whatsoever to do anything. Still havent. They just kept raking in the money and didnt say a word knowing full well it was excessive and deceptive and in violation of the FDIC specified guidelines/rules.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Us bank has made so much stress in me and affected my credit with pay in 4 they charged me numerous overdraft fees and have falsely changed dates of deposits so that they can charge overdraft fees. The manager knew he was in the wrong and refunded some overdraft fees but not all and it should not have happened in the first place. They were rude unhelpful and told me to close my acct. I am a single mom and this has affected my credit and upsets me because when I closed my acct he gave me refund check of XXXX that was left un my bank but he ows me over XXXX and I will have to take to small claims because I have several statements printed and the show different details. If you look at my ending balance of XXXX on XXXX XXXX then add my deposits of XXXX that would be XXXX and if you subtract my card withdraws of XXXX if you subtract it leaves a balance of XXXX and the XXXX. Was in overdraft fees and 1 XXXX XXXX transfer of XXXX so my ending balance should be XXXX and that is mine and owed to me and since they have messed up my credit that I was trying to re-establish and have cause me to have late charges and lowered available credit and issues so I'm paying for US Bank mistakes and I won't give up on fighting for my rights and I was treated unfair and I'm very upset.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95050
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Elan 's website has to be reset every time I try to access my account. I have spoken with Customer support and Tech support each for the last 2 months and I am still unable to create or pay my account. Please help, either their system or mine is hacked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77015
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A