Date Received: 2023-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check via ATM on XX/XX/23 in the amount of {$1200.00}. {$970.00} of the deposit was placed on hold pending verification of funds. Two hours later the remaining {$220.00} was also placed on hold. The deposited check cleared the issuing bank on XX/XX/23 and the funds were transferred to my bank. On XX/XX/23 my funds are still being held. The fraud department cited the reason as being because it is a new account. According to the account agreement, an account is defined as new if it has been opened less than 30 days and my funds will be available on XX/XX/23. I opened the account 54 days ago on XX/XX/23. It is not a new account by their own definition. Additionally, there is no valid reason to continue to hold funds that have already been paid by the bank that the check was written on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 81504
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
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/23, I signed an engagement agreement ( EA ) with an attorney to represent me in concluding all matters related to a case and paid {$3000.00} retainer using my Fidelity Elan Visa Card. Just about a couple weeks later, attorney decided he could not effectively continue representation on all matters, as indicated in the agreement. I needed to hire a new attorney who required a {$2000.00} retainer. I requested a refund of that amount ( {$2000.00} ) from the prior attorney, seeing that I'm having to pay someone else for work he signed up to do. He refused to issue the refund after several email and phone requests. So, I filed a dispute with Elan Financial Services. On XX/XX/23, Elan issued a provisional credit to my account and on XX/XX/23, I found out when I logged on to my account that the credit had been reversed. When I called and inquired why, I was informed that it's because the customer service representative had entered the wrong information for the dispute and that more information was needed from me. I provided the requested information and on XX/XX/23, the provisional credit was reapplied while Elan continued their investigation. Shortly, there after, I got a letter in the mail from Elan requesting more information from me, including the contract, a letter explaining what happened and documentation of my communication with the attorney. I provided all requested information by fax on XX/XX/23 and called to confirm it was received. Today, on XX/XX/23, I logged on to my account and found that the provisional credit had been reversed again with reference XXXX XXXXXXXX. I called in to inquire and was told that the case reviewer XXXX indicated in the account that there was a contract and that she will call me back. I have awaited the call and she hasn't called me back. Elan 's decision that I should be liable for paying the full {$3000.00} amount simply because I have a contract is inappropriate. Every time a consumer purchases goods and services from retailers, there is a requirement that those services should be provided as described. In the event that the consumers do not get those goods and services as described, and if those goods and services were paid for using their credit card, they have the right to an accurate assessment of the circumstances and to provide a timely resolution. Elan has evidence from me that shows a deviation of the attorney from the representation he was to provide me. It is clear from the evidence that he did not. Elan also has evidence that I had to pay another attorney a {$2000.00} subsequently, and I made this payment using my Elan Visa card as well, so it is no hidden information. So then, am I supposed to pay for the same service twice, to two individuals, because the one individual who signed up to do the work decided not to complete it? What has happened here has been several missteps because someone didn't take their time to review the breadth of information provided to make an accurate decision. This is the second time this provisional credit would be reversed. I'm filing this complaint with Fidelity because my account is established under Fidelity as a Fidelity Visa card that is managed by Elan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
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 XXXX XXXX, I purchased a desk to be custom made. This originally was to be delivered by XXXX XXXX. Due to the pandemic and other reasons, the desk delivery was delayed until XX/XX/XXXX. Once it was delivered, it was found to not be what was specified on the work order. Immediately, I contacted the furniture provider, and in writing, he agreed to have a new desk made and delivered, and he would later arrange pickup of the incorrectly made item. Since he needed time to make the desk and arrange for freight delivery, my Revised delivery date was set to be XX/XX/XXXX, with a clause that if he could not make this date, he would issue a full refund. The orig work order and this new agreement, along with documentation setting the expected date of delivery of XX/XX/XXXX for the desk was provided to Fidelity Visa. I talked often to the merchant during this time, but the last time he responded was in the third week of XXXX. During the first week of XXXX, XXXX, I contacted my credit card to start a chargeback. My Fidelity Visa credit card declined this chargeback as being outside of the 60 day allowance. I know this is not Visa 's only rule, and Fidelity should also follow this one : If the merchandise or services were to be provided after the Transaction Processing Date, XXXX calendar days from the last date that the Cardholder expected to receive the merchandise or services or the date that the Cardholder was first made aware that the merchandise or services would not be provided, not to exceed XXXX calendar days from the Transaction Processing Date. Seeing as how my LAST date I expected to receive the desk ordered was XX/XX/XXXX, I was easily within this time. Also, going by " or the date that the Cardholder was first made aware that the merchandise or services would not be provided, '' this date would be when the merchant did not deliver on XX/XX/XXXX, and stopped responding AFTER XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Dear Sir/Madam, I hope this letter finds you well. I am writing to express my deep dissatisfaction and frustration regarding an unnecessary hold that has been placed on my funds in my account with US Bank since last 2 Months, I believe that this hold is unjustified and has caused me significant inconvenience and financial hardship. On XXXX XXXX XXXX, I made a deposit of USD XXXX into my account number XXXX. According to your bank 's policy, funds from deposits should be made available to customers within a certain period, typically a few business days. However, I was informed that a hold was placed on the funds, preventing me from accessing my own money. I have contacted your customer service representatives several times to inquire about the reason for this hold, but I have received conflicting information and no satisfactory resolution even on customer support phone and branch phone as well as no responses on Email. I understand that banks may implement holds under certain circumstances, such as suspicious activity or checks from unverified sources. However, none of these situations apply to my deposit, and the lack of clear communication from your bank has added to my frustration. Encl - 1 No Email Responses from any of the Authorities of US Bank Copy of Email Send Attached. Encl -2 Details of Call Done ( XXXX ) The unnecessary hold on my funds has caused me severe financial difficulties. I had anticipated having access to those funds for important expenses, such as paying bills and meeting other financial obligations, to process my payroll etc. As a result of this hold, I have incurred late fees and penalties and a loss of around USD 50,000 which could have been easily avoided if the funds were made available as expected. I have made the complaint for the same and after making the complaint I have been informed that the same account has been closed by the bank and on recently when we made the complaint with you, US bank have just sent us a Cheque of USD XXXX dated XX/XX/2023 and which was received by us a couple of day back. In the complain I kindly request that you immediately release the hold on my funds and provide a reasonable explanation for this inconvenience. On demanding the explanation from them they said that they did not receive any kind of email from our side ( below are the attached screenshot as a proof we have mailed them Encl -3 ) They give us two options in the Letter dated XX/XX/XXXX ( Encl -4 ) in response of the complaint. In the Response they gave us XXXX options XXXX. Talk to the branch manager to release the funds : when I talk to them the branch manager XXXX, She doesn't have any update on the those funds on XX/XX/XXXX ( here are the screenshot of the communication Encl -5 ) As This shows their Clear misrepresentation, manipulation and unnecessarily holding of funds since last 60 days which leads unnecessarily harassment of a customer. XXXX. We tell our Originated Financial Institution to recall the Transaction. : when I talk to the financial institution, they said that account from which we have to recall or debit is already closed account confirmed by the US Bank Authorities? How can we recall the funds after 60 days? We would like to Request XXXX. The money hold by US Bank Shall be Refunded back to Originated Financial Institution without other financial institution recalling the same or without any other Further Communication. XXXX. For Misrepresentation / Material Misstatement, Harassment as well as the Losses incurred because of Not Updating Correct Manner we would like to claim additional compensation of XXXX I believe in resolving disputes through amicable means. I have attached copies of relevant documents, including deposit receipts and any correspondence I have had with your bank. Please review the matter urgently and inform me of the actions you will be taking to address this complaint. I expect a response within reasonable time frame from the date of this letter. Thank you for your immediate attention to this matter. I trust that you will take the necessary steps to rectify the situation and restore my faith in your bank 's commitment to customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82801
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Me and my husband deposited {$140.00} dollars in cash at a US bank formerly XXXX XXXX atm and the atm timed out. It did not give us our money bank nor did it credit us our money. We immediately called the bank to tell them what happened and were told it will take two days to fix. After two days there was still no money so we called again and were told 7 business days. That came and went and still no money. We called again and are now being told 10 business days. All their lines are recorded so youll be able to get proof of this. It feel like they are purposely pushing back the days and giving no explanation as to why our money is not being given to us. We have tried calling the dispute line they have and no one answers the phone your just on hold forever. We want our money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I obtained a loan from USBank at XXXX XXXX XXXX, XXXX XXXX, CA XXXX from XXXX XXXX, and branch manager XXXX XXXX XXXX for a used auto back in XX/XX/2022, and I have been making my payments on time every month. I purchased the car from my Father. I received letters from USBank saying they were going to repossess the car because they still did not have the title. As of this date, we have not received registration or tags for the car I purchased. After waiting a while, I reached out to both XXXX XXXX and XXXX XXXX and they told me they lost the original title from XXXX. They asked me to order a new one and XXXX it to them. They lost that one. Then we got a hold of the VP XXXX XXXX because we were going on 6-8 months without registration or tags. She had XXXX XXXX call us and ask us to order another title from XXXX. I had to pay each time I had to do this. All this time they were taking money from my account for a vehicle that was still not registered to me. Then we got the title and hand delivered it to XXXX XXXX who said he was going to hand walk it into the DMV and get it taken care of. As of today 's date the car is still not registered to me and I do not have tags, I don't know what else to do. This bank has never sent in my title, nor given me a registration or tags. And now, the branch is closing down. I tried to go to the DMV directly to get a copy of registration and new tags, but they can't release them to me. I can't even drive my car because I am afraid I will be arrested for driving an unregistered vehicle. This has been going on for over a year. And I have been making my payments this entire time. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 931XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Someone obtained my US bank online username and password. I had {$1000.00} in the account I leave in the account to avoid any low balance charges as I used it only for a Real Estate ( Realtor ) business only to make deposits then move money into other accounts. I had not used the account in months and on XX/XX/XXXX someone obtained and used my username and password and withdrew {$920.00} then on XX/XX/XXXX deposited {$3200.00} and immediately withdrew it, the on XX/XX/XXXX withdrew {$1600.00} and {$1600.00}. I have never made those kind of deposits since I opened the account nor do I withdraw money in that account until the Realtor commission checks have cleared. I have always deposited large commission Realtor checks then moved that money to other accounts leaving {$1000.00} in the account. US bank has denied my fraud claim saying I am liable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80020
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I am writing to express my deep disappointment and frustration with the recent experience I had as a new customer of U.S. Bank. My decision to join U.S. Bank was primarily driven by the enticing offer of a {$600.00} bonus for new customers who signed up for your payment solution. Unfortunately, the bank has failed to deliver on this promised bonus, leaving me feeling deceived and let down. On XX/XX/2023, I completed all the necessary requirements outlined to qualify for the {$600.00} bonus, including signing up for the payment solution and meeting the specified terms and conditions. I eagerly anticipated the arrival of the bonus in my account, expecting it to be credited within a reasonable timeframe. However, to my dismay, several months have passed, and the promised bonus has yet to be received. Multiple attempts to seek clarification and resolution through your customer support channels have proven futile. Each time, I have been met with vague assurances and empty promises that the bonus would be credited shortly. Regrettably, these promises have proven to be nothing more than empty words, further eroding my trust in U.S. Bank 's commitment to its customers. The failure to honor the advertised {$600.00} bonus is not only a violation of the trust I placed in U.S. Bank but also a breach of the terms and conditions outlined by the bank itself. By luring new customers with the prospect of a substantial reward and subsequently failing to fulfill this commitment, U.S. Bank has demonstrated a lack of integrity and has left me questioning the credibility of the institution. Moreover, the lack of transparency and accountability in addressing this issue has been deeply concerning. The dismissive responses from your customer support representatives, who seemed more interested in shifting blame than resolving the problem, have only compounded my frustration and disappointment. I urge U.S. Bank to rectify this matter promptly and credit the promised {$600.00} bonus to my account. It is essential for U.S. Bank to uphold its commitments, honor its advertisements, and prioritize the satisfaction of its customers. As a new customer, I expected transparency, reliability, and a high standard of service, none of which have been delivered thus far. If this matter is not addressed promptly and the bonus is not credited as promised, I will be left with no choice but to escalate this issue to relevant regulatory authorities and consumer advocacy organizations. I am hopeful that such measures will not be necessary, as I genuinely believe that U.S. Bank values its reputation and the satisfaction of its customers. I request a written response within XXXX days to this complaint, acknowledging the issue, providing a clear explanation for the delay, and assuring me of the prompt resolution and crediting of the {$600.00} bonus. I also expect a formal apology for the inconvenience and disappointment caused by this situation. I trust that U.S. Bank will take this complaint seriously and undertake the necessary actions to restore my faith in your institution. I remain hopeful for a swift and satisfactory resolution to this matter. Thank you for your attention to this complaint. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98002
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/12, I received a paper statement for a new business checking account I opened with US Bank that shows they had assessed a {$6.00} fee on my account. There was no obvious indication what this fee was for as it only said " XXXX XXXX XXXX. '' When I went online, it also had no further descriptions on what it was, forcing me to call US Bank to ask what this fee was for. Around XXXX EST, I talked to a rep on the phone, who told me this fee was for utilizing paper statements. I asked where it's documented that this fee is charged, I was told that it is only documented in the original email that was sent to me when I opened the account and that it is not documented anywhere on U.S. Bank 's website. Not only that, the rep specifically says that it is " common '' for people to miss it. That immediately seemed like a red flag to me that this was a deceptive and dishonest practice. When I went onto the website and tried to set my account to paperless, I received an error, and instead had to again as the representative to do it for me. It is ridiculous and unethical for a bank to not advertise a fee, purposefully minimize documentation of that fee, then make it difficult for a customer to avoid it. Also, if it only exists in the welcome email, and not documented anywhere else, that means a customer will not know about it until AFTER they have opened an account. That's predatory and deceptive. In addition to this, even though I opened my account on XX/XX/XXXX, it did not show up until the THIRD statement, which I received today on XX/XX/XXXX, almost three months later. Because of this, the rep said even though I switched to paperless settings, I would likely still be charged again since I've received multiple paper statements. I had already received XXXX paper statements before they even charged the fee to my account. That is beyond predatory behavior. I honestly thought we were past these types of tactics in the finance industry, but apparently U.S. Bank still practices it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: US Bank purchased my Mortgage from XXXX XXXX Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99202
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A