Date Received: 2023-06-08
Issue: Lost or stolen check
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX Apt XXXX XXXX, GA XXXX XX/XX/2023 US BANK XXXX XXXX XXXX XXXX XXXX and/or Office of the president, Dear Sir or Maam, I received your mailed response on XX/XX/XXXX. I would like to discuss further somethings that were mentioned in your response to me. First in regards to the check that was deposited in error and from my wrong account, I apologize but I accidentally deposited that check into my US Bank checking account ending in XXXX from my XXXX XXXX account that was closed instead of my active XXXX XXXX account. That was done in error and when I caught it I immediately contacted US Bank to have them stop the check but was told by US Banks 24 hour banking dept that they had no way of cancelling that deposit and I fully explained to them the error that was made. The agent still wasnt trying to be of any assistance in contacting a higher up department to see what could be done in this situation. I did not intend to deposit that particular check. I also feel like after Ive expressed to XXXX as well as every agent Ive spoken to in regards to the check fraud claim that I am experiencing a real financial hardship because of me not receiving my cashiers checks from US BANK which has since caused me to become behind on my mortgage, my auto loan and other bills and has since affected my credit score and could cause other long term affects. I did not cause this issue and I feel very saddened that US Bank would allow this to continue to happen to me when they have all the ability to provide provisional credit while this check claim is still being worked so that Im not caused any further hardship. The fact that you stated in your response to me that you would not offer me a credit knowing very well you could is very disheartening and frustrating to me. So I would have to absolutely disagree with you when you say US Bank delivers an exceptional level of service. Because every time I contact the fraud Liason dept. the agents never know how to address my concern when Im very clear to them what the purpose of my call is about. Either Im left having to argue with the agent back and forth about the reason Im calling and because they never want to get management to the phone when I request a supervisor or manager. Or Im constantly being transferred to XXXX voicemail as if shes the only one that Im allowed to speak to as a customer calling in to discuss business. She never return phone calls. Or the agent doesnt know how to reach the XXXX XXXX to get the most up to date status of my claim. Or the call is disconnected by the agent on me. This has been a horrific situation and US BANK fraud Liason dept has not made the situation any less stressful. I am experiencing a hardship here because of me not receiving my checks from U.S Bank and is causing longterm affects on my credit and payment history. To receive a response that provisional credit wouldnt be honored after it was promised to me is not a sign of showing exceptional service. I am deeply saddened by US Banks response to me and how long it took to even receive a response. Also I do believe that the response was suppose to be given on the XXXX website but Ill be sure to contact the agent there and send her copy of the letter US Bank sent to me letting her know I am still not satisfied with the stance US Bank has chosen even in the midst of me expressing that this situation has caused a hardship for me yet nothing has been done to relieve or rectify that. I will also be reaching out to theComptroller of the Currency, Consumer Financial Protection Bureau as well as the FDIC to get the official policy on cashiers check claims and address my concerns with them. One of your fraud Liason agents gave me the name of the bank that the cashiers checks were cashed with and I spoke with them and their accounting department advised me that US Bank mailed them the claim on XX/XX/2023 and they literally just received it on XX/XX/2023. First off I notified US Bank about the missing cashiers checks back on XX/XX/XXXX and was told the claim was filed them by XXXX. I supplied in a timely manner the information US Bank requested of me.yet US Bank took over a month to notify that institution that they had my funds and needed to return them. Yet I was lied to AGAIN by a US BANK employee ( XXXX ) telling me that the XXXX claim investigator said she was expediting my claim due to my financial hardship and the lie I was told by XXXX on XX/XX/2023. US BANK has absolutely no concern or regard to my situation and how this has affected me financially and has also impacted my credit which I have never had any issue with. US Bank has allowed long term damage to a happen started with how my claim was even handled, your fraud Liason agent XXXX making false promises, XXXX making false promises, numerous fraud Liason agents not even taking my issue serious and constantly transferring me to XXXX voicemail knowing she never answers the phone and she does not return phone calls. I have left her numerous voicemails and shes never returned not even one of them. The last XXXX and I spoke was on XX/XX/2023 when she was suppose to let the agents and supervisors in her department know to not be sending me to her voicemail because shes no longer working my claim. She was also suppose to escalate me to XXXX the operations manager or XXXX who XXXX claimed was the operations manager also. Come to find out ; XXXX is not an operations manager but when XXXX called me on XX/XX/2023 she even said she was an operations manager. I spoke to several fraud Liason agents after that because XXXX never returned my phone call like she stated she would ; and every agent told me that XXXX is not one of the operations managers. That she is listed as Expert Banker Operations which the agents all informed me; was literally the same title as they are just on a different team ( operations ). After experiencing and being treated in such a horrible way I would hate to think this is race related but thats the only thing I could come up with. US Bank from my findings has been in the media for racially profiling but Im praying to God that is not the case because if so US Bank will have a bigger issue on their hands I can assure that. Ive spoken with four agents today all of who didnt even attempt to assist me but when they reached out to the supervisor at that time ; they immediately told the agents to transfer me to XXXX voicemail. Instead of contacting the proper department or team which is XXXX and getting an update and asking questions. The level of incompetence and lazy and discrimination I feel Ive experienced by US Bank is absolutely unbearable and caused me so much stress and anxiety until I go throughout my days with headaches and completely stressed out for all issues this situation has caused me. Its causing me so much agony stress and XXXX and its becoming unbearable because the situation is causing more and more damage as the days go by because US Bank doesnt feel the need to stand behind what I was told or to just do the right thing. If this situation isnt resolved voluntarily by US BANK then I will have no other choice but pursue this matter further in a legal manner. Although that is not what I would want to do ; I cant sit back and be treated like Im being discriminate against and my situation not even be taking accountability for the promises I was made by your fraud Liason agents. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Yesterday I made a deposit of XXXX. A check of XXXX dollars XXXX dollars in cash. This transaction was made at a US Bank location XXXX XXXX in XXXX CA. The date of this transaction is XX/XX/2023 at XXXX pm. A family friend gave me this check because I am about to be evicted. Today XX/XX/2023 was the last day for me to pay the full amount or I was to be expecting police at my home. I asked the teler when the check would be cleared and they told me that it would be cleared by this morning XXXX.After multiple calls of contacting us banks customer service as well as speaking to the teller at the branch location I heard the customer service representative say that due to possible fraud USBank has placed a hold on the check until the XX/XX/2023. Both the branch and the customer service representatives told me that there was nothing they could do. I need this escalated because this is not ok. I've deposited larger amounts in the past with no problem at other banks. This is the 1st time a bank has done this. It's affecting my lively hood.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently working with HAF to help pay my mortgage. They told me that they would agree to pay whats is due on the account as long as it does not succeed {$50000.00}. HAF has been requesting paperwork from US BANK for months now and US BANK is not sending the required info through the correct portal. This isnt the first time I had a " paperwork issue '' with this mortgage company. prior to, we agreed on a loan modification agreement, I turned in the required paper work and made the first payment, and then out of no where they told me it was invalid even though I had both signatures required and made a first payment to that agreement that successfully went through. They did send me back the money I paid only after I told them what they were doing was illegal because we had already came to an agreement. Now they are basically refusing to send in the paperwork correctly in order for HAF to process payments because my home has alot of equity in it. They also put my home back on active foreclosure even though, they are the reason why this process is taking as long as it is because they have been sending the paperwork incorrectly. Please help me! HAF has agreed to pay what was owed plus 3 months. USBANK Mortgage has been trying to prevent me from receiving the help that is being offered through the HAF program the same way they refused the already signed, agreed, and payment after I made them aware that what they are doing is illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30507
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened and funded an online business checking account at U.S. Bank On XX/XX/XXXX. It was funded with {$5100.00}. Without notifying me they closed my account At some point there after. The only way that I found out is because I couldnt access my account online and called them on XX/XX/XXXX to find out the matter. They informed me that they decided they didnt want my business and turned me over to the fraud department. They said that I had 10 days to appeal their decision and if not at some point after that, they would send my Funds to the address on file. I told them I did not want to appeal their decision, and that I would like my funds sent to me immediately. They said that would not happen, and that they had no timeline for when I would receive my funds. I talked to what I was told was a manager and he told me there was absolutely no way to determine when I would get my money back. This is the point at which I am listed your help. I really dont know what else to do as they basically said that I will get my money when they are ready to send it to me. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19803
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/2023 : Speaking to XXXX XXXX XXXX in solutions @ XXXX informed me that XXXX XXXX his supervisor ( XXXX ) XXXX XXXX Transferred the call to XXXX XXXX XXXX, I utilized my debit card payment option to pay the full balance {$820.00} on TG Visa card @ XXXX. Confirmation # XXXX, She informed me that I would have to wait XXXX days to receive a receipt that the account was paid in full. I also informed her that I was in the process of purchasing a property and simple needed an email confirmation of the payment/receipt which I have yet to receive anything after confirming my email address and phone number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have lived in XXXX for XXXX years. I initiated wire transfer of my SS deposit from Union Bank of California, monthly to my XXXX bank. Union Bank was recently acquired by US Bank. US Bank said they would still offer Transfer of funds from US to foreign accounts. What they did not tell me was I must initiate such service in person at a domestic branch. On XX/XX/XXXX, I received a letter from US Bank indicating they do not offer international wire transfer. I am unable to access my SS funds which are deposited to me on the XXXX of each month. The US Bank customer service representatives were not able to help. I had my brother visit a branch, on my behalf to find accomodations. They told him there is nothing they can do. I have no alternative way to get my money. I ask you to persuade US bank to allow me one final transfer to cover my needs until I can request Social Security to deposit to another bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023 {$7000.00} was removed from my account without my authorization. U.S, Bank has refused to accept a claim, stating that I should contact the merchant. U. S. bank has refused to connect me to their fraud division or investigators. The party listed on the transaction is XXXX XXXX My research indicates that this is the former name of XXXX, XXXX XXXX publicly traded XXXX company. My attempts to contact this company have been unsuccessful. I have no relationship with XXXX XXXX, or XXXX XXXX whatsoever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90042
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am disputing US Banks exercising the use of " right of Offset ''. On XX/XX/2023 US Bank charged my US bank Business checking account for {$7600.00}. There are several laws that prohibit the 'right of offset '' for non-secured consumer credit, such as credit cards. Here are a few : - Federal Reserve 's Board Regulation Z, 12 CFR Section 226.12 ( d ) ( 1 ). - Truth and Lending Act. - Fair Debt Collection Practices Act. I called them immediately stating I dispute their use of " right of offset '', I also sent them a response letter on XX/XX/2023 stating I dispute their use of the 'right of offset '', and listed items that by law must be presented to legally prove their actions. They only left me with {$200.00} dollars in my account, when I complained about not being able to pay my mortgage, they sent me a check for {$1900.00}, 25 % of the total that they withdrew. After 5 more phone calls over the next couple of weeks, they could not give me an update, nor had they given me any documentation proving the legality of their use of the " right of offset ''. Finally, the last woman I spoke with said that I was sending all of this information to the wrong place and gave me a fax number, and a different address. I sent all of the information again to the new address and fax number on XX/XX/2023. They responded on XX/XX/2023, through the letter I have attached. The letter gives no legality of US Banks use of the " right of offset. They claim I gave them authorization when I signed up for the Credit Card. They sent me a copy of a contract, without my signature or date on it, they allege that they are able to use the " right of offset '', But in the very next paragraph of the contract it states that the right of offset does not apply " to a debt that is created by a consumer credit transaction under a credit card plan ''. I am disputing US Banks exercising the use of " right of offset ''. It is not legal in this instance.
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: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: US Bank took over Union Bank of California. I downloaded the US Bank app and put in my information. It was confirmed and I was using the app. Then a few days later, I couldn't log in, getting a message that my account information was " unavailable. '' After a few days of the same message, I called the phone number listed on my " unavailable '' message and WAITED 20 MINUTES ON HOLD for a rep. The rep, who was very friendly, said that my account was " flagged '' because they were unfamiliar with me. She said it would be accessible again in a few days. That was almost a week ago, and I STILL CAN NOT access my accounts through the app.Today I logged into the desktop website, and the message said that my user name was discontinued. WHAT IN THE XXXX IS GOING ON? WHY AM I BEING TREATED LIKE DOG XXXX? I NEVER ASKED FOR THIS STUPID MERGER, AND NOW I CAN'T HANDLE MY ACCOUNTS LIKE I USED TO. THIS STINKS!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90703
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Yes. I filed a complaint against the same Bank with you years ago. But for some reason the company only responded too one complaint about the auto loan. I went through arbitration with this Bank where the arbitration company said sense it was like a small case. I couldn't get a Attorney to help. But according to a Law firm they were hired by the Bank. But according to several Managers, Supervisors, Tellers, XXXX and District Managers. The firm wasn't one of the Banks Firms, and they were never told are made aware of the case. But I have and sent the Arbitrary proof, in the form in Bank Statements, Bank receipts, transactions and anything else too show I had more than one checking, a auto loan, and something the Bank called secondary Checking account. But on everything I received from the branches they had it listed as XXXX/SIDE CHECKING. But according to several employees what they were are CHECKING/Savings accounts, branches opened without the customers permission are knowledge. Where the branches had too make quotes in order to stay open. And in fact the Bank opened about 4 different credit cards, 2 CHECKING, and 3 or 4 SAVINGS ACCOUNTS from my account under different names. But they had to use my social security number because how else would they have the accounts and cards coming too my house. Me putting cash in the accounts and they paying items until I sent your business the first complaint. Not only are these items on my credit reports, the Attorney firm who claimed the accounts were not the Banks at first until I sent the evidence. Where they then told the hearing Judge after looking into it the accounts were the Banks accounts but under different customers profiles. Which is strange because according to the State Treasure Office of California. One of the accounts are mine but they want release the funds. And the others or linked to three other social security numbers that the state and several insurance companies had opened up under my name and information in order too catch Dr 's and Attorneys committing medical frauds. But I was never supposed too be made aware of this illegals act by the state and the insurance companies, and different counties. According too investigations the state turned over a large sum of money that was supposed to go too me. But the state placed three fake social security numbers in the system, too funnel the money back too the state. But when they became I wasn't dead, and had legal documents that shows the illegal acts. They Black listed me, and blamed the Social security administration. Which the social security administration became involved because the checks had too have a social security number and a bank too accept the checks. Which also involved the credit reporting agencies. Which one said they had in their system different birthday days, addresses and social security numbers but under my name and social security number. The other two credit reporting agencies have been deleting items before I even see what has been deleted. And the reporting agency that claimed they had the different social security numbers, addresses, and birthdays. Hasn't sent the hard credit report. And it's been over 20 days. And they keep saying they looking into it. Social security administration say they a federal government agency. But want send the case too the FBI, who supposed too look into investigations for social security administration. Maybe you can help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91786
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A