Date Received: 2023-06-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I placed an order with XXXX and then found my identity had been stolen, most likely by the company XXXX later deemed to be fraudulent, and funds totaling {$9500.00} were withdrawn from my US Bank account. I filed a claim with US Bank, who did not send the forms, as they advised would be sent, relating to the claim, and without hearing the details of my claim, closed the claim, to my detriment. The monies that had initially been refunded to my account, by a third party, were then reflected as a reversal of a US Bank credit. It appears US Bank is claiming the monies returned by a third party. I explained I had not received calls regarding the claim, nor the return calls of supervisors, as I requested, on XXXX separate occasions. I was then advised by US Bank that they had returned my calls on specific dates and at specific times. I reported to US Bank that I have phone records indicating otherwise. I was initially refused the option to appeal and reopen the claim, until I explained I could prove they did not act as they stated they had. The claim was then reopened. Once again, I was advised I would receive paperwork, but no paperwork was sent. The funds were deposited to my account, this time, as a deposit. Today, I received a letter stating US Bank has determined the transactions were authorized. THEY WERE NOT AUTHORIZED AND THE TRANSACTIONS WERE FRAUDULENT. US Bank claims this was based on account history and pattern of use. I NEVER authorize the deduction of and/or spend this much money, all at once. US Bank further advised in their correspondence that any closed accounts will be reopened, so that I may be charged. If US Bank were to really look closely, theyd find Im an excellent customer, holding XXXX accounts, all in good standing. Some of these accounts were opened by US Bank, without my knowledge, or consent ( promises of a better rate on what they lead you to believe is your existing account, only to open another account ( obviously, there is some type of employee bonus or compensation in reference to these practices ), and an overdraft account application ( account was opened ) hitting my credit, without my consent ). Clearly, there are unscrupulous actives occurring within US Bank. I will take this to court, should this affect my credit score and/or if I am placed on XXXX, or should I be held responsible for these funds. I am fully prepared to take legal action if this is not rectified. I have been denied Duty of Care, as breached by US Bank. US Bank fabricated a narrative, stating a fallacy when they incorrectly allowed the withdrawal, with no alerts sent to question these large transactions, and when the transactions were outside my pattern of spending. US Bank falsified the findings of my authorization and pattern of spending and, once again, Duty of Care has been breached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was purchased by US Bank. I received a call saying my mortgage payment was late. They sent me a letter in the mail and explained don't use email or text just regular mail ... in XXXX. I use auto bill pay as i travel extensively for work and never received any letter. This was due to my insurance going up and increase in amount needing to be escrowed they said I owed a late fee and {$170.00}. The person I spoke to said she would waive late fee if I paid right then and there, but only with bank info right then and there ... I couldn't send it. I gave her bank routing / checking number. 4 month later I get another call saying I owe {$450.00} in late fees because the transaction didn't go thru, because they missed one number on my account, I escalated this and supposedly they pulled the call and said I gave the wrong account number ( which I know by heart ) but they wouldn't let me hear the call. So I owe {$450.00} in late fees on {$170.00}. Now I just received another email stating again mortgage not paid and have a late fee. They explained your insurance went up again and I need more in escrow, when actually my insurance went down and then they said well we calculate escrow in XXXX and estimated it when my insurance renews in XXXX. They agreed insurance went down, but due to there calculation I had to pay the {$280.00} in order to bring my account current.. again I use auto bill pay. I'm so sick of this I ask if I can just not escrow and pay my own taxes and insurance, to which they reply " I can do that but there is a one time fee of {$1300.00} to discontinue escrow. I've been in the banking and financial services business for 25 years and personally dealt with many lenders. I believe this bank is using deceptive practices to run up fees any and every way they can. How can they charge me {$1300.00} to not escrow for taxes and insurance. They are constantly looking for ways to charge fees and they're employees just tow the company line without waiver.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I was notified on XX/XX/XXXX that I had unclaimed funds in my XXXX reward prepaid visa account. I thought that I had closed this account XXXX years ago but contacted them the morning after I had received the letter from them. The card is serviced by US Bank. They told me I had {$1800.00} still sitting in my old account. I verified all of my info and the was told a new card would be sent out. I would receive it XXXX with MY money on it. I did receive the card. When I went to activate the card, I could not because someone had entered the last XXXX of my social security number incorrectly in their system. I will tell you this is the specific reason I cancelled this account to begin with XXXX years prior and I had jumped thru every hoop they had requested back in XXXX. I faxed them multiple copies front and back of my ss card and my XXXX Drivers License. Each time I would call to follow up with them to make sure all my info had been received and would be corrected, I was given different information as to which dept to send my ID to, the fact that I had to be issued a new card once my id was verified or the fax was blurry and I needed to resend. Take your pick each new customer service agent I spoke to gave me slightly different info for the entire XXXX or XXXX months of calling between XXXX and 4 times a week and spending hours on hold each time I called. So back to this past XXXX. I once again could not activate the account. So like a bad dream that won't end this began again. I faxed my ID with the account number documented which I did. They said they received it and then told me i had to be issued a new card because it would have my correct info. They once again sent me a new card and wouldn't you know, I could not activate it because no one had updated the account with my proper info. I called yet again, now that this had dragged on for nearly a month I get a customer service rep who tells me they do not update ID info on these cards anymore but she can request that I am issued a.paper check for the {$1800.00}. Of course this could have been done the first phone.call I had verifying the funds were.mine, but ok so time to wait another week and a half. So finally today I receive a paperback written to me by us bank card member services. I go to a US bank branch in person. I give them every piece of info they ask for my name address phone birth date, social security number, my occupation, furnished them With mutiple valid forms of id. Only to be told the check is good, yes it is written on their bank, but they could not cash it it had to be deposited into my bank and then I would. XXXX able to access the funds. How is this legal or ethical in any way? This has been one of the most miserable and anxiety inducing experiences of my life honestly. It is precisely why I gave up XXXX years ago and forgot the money was there to begin with. They have held my money hostage for XXXX years and somehow issued me a bank check that can not be cashed at their bank. .please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85029
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: It is now XX/XX/2023 Usbank has caused a traumatic financial hardship for me and my entire family. I was notified that my account is being closed and to wait on my remaining funds in the mail. I have contacted the responsible department that placed the hold on my account several times. I am unaware of where my money is also when will it be returned? It is now going on 6 weeks since I have lost authorization to my funds. I have not been confirmed nor notified on whether both accounts have been closed. Every Usbank customer service representative is unaware of what's going on with my money or when it will be returned to me. I have a family to feed and I have bills continuously coming that I'm unable to pay. My child 's graduation events had to cancelled due this hold placement. Having to explain that to my child is absolutely XXXXThis has caused repeatedly traumatic financial hardship on me and my family. I will continue to contact XXXX also the local network to get my story out as I continue to wait on my funds. We are going on 2 months now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XXXX XXXX there was a withdrawal of {$300.00} out of my account then on XXXX XXXX there was a withdrawal of {$600.00} out of my account I found this out while I was at work because I kept on getting notifications where someone had transferred some money from my checking to my savings and withdrawing it all out of my account I went to XXXX XXXX banks XXXX on XXXX XXXX and the other was on XXXX XXXX both in XXXX Tennessee and I didnt get the proper help that I needed claims came back denied and the fraud center had made it seem like it was me that had took money out of my account but I was at work when this happened. The fraud center told me there was nothing they could do about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37064
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/XXXX - Opened an account with US Bank in response to an online promotion for {$500.00} on bonus cash if you opened a new checking account and completed {$6000.00} in direct deposits within 90 days. The representative confirmed - twice - that this promotion was applied to this account. XX/XX/XXXX - The third direct deposit was made, which now totalled to over {$7500.00} in direct deposits into the account, meeting the requirement. On or around XX/XX/XXXX - I contacted US bank to request information on the {$500.00} bonus, as it had been over a month. They confirmed the promotion was on my account, but stated it would be a month from the end of the promotional period, and thus would come in around XX/XX/XXXX. XX/XX/XXXX - It did not come in, and I contacted US bank to get information about the {$500.00}. An appeal was filed. XX/XX/XXXX - I received a callback, and we shared some additional information, and put in the appeal again. This I have received no callback on. XX/XX/XXXX - I contacted US Bank, and spoke with a woman named XXXX ( sp? ) who apparently didn't think I existed. I told her I needed the status on the appeal with a date of deposit or I would like to cancel my accounts. Despite giving all the information requested, she could not verify my account, gave some platitudes and notions regarding the promotion. When I then asked to cancel, she pleaded connection issues that she could not hear me. I wound up hanging up. XX/XX/XXXX - I called in and spoke with a woman named XXXX. I told her I wanted to either get the status on the appeal or close all accounts. She stated the appeal still appeared open, but would have to transfer me to XXXX banking for more information. She gave me a phone number ( XXXX ) in the event the transfer failed. The transfer did, in fact, fail - she hung up on me. When I called the number, it was mobile app and online technical support, not XXXX banking. XX/XX/XXXX - I found, via online search, the XXXX banking number ( XXXX ), and contacted that number. I again spoke with a banking representative and told her the same thing - either I need the date the money will be deposited, or I would like to close all accounts. She said she would research it and put me on hold for an extended period of time and then hung up on me. There appears to be a pattern that if you intend to close an account, they will use any attempt to get you off the phone to prevent you from doing so. This is after - via negligence or malice- repeatedly failing to honor their promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have sent Notice of Error to US Bank XX/XX/2023 Referencing : CFPB XXXX ( d ) Acknowledgment of receipt. Within five days ( excluding legal public holidays, XXXX, and Sundays ) of a servicer receiving a notice of error from a borrower, the servicer shall provide to the borrower a written response acknowledging receipt of the notice of error. No response from US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80132
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX I made a payment for {$200.00} with US Bank. The agent that I made the payment with led me to believe that that it also covered payment due for XX/XX/2023 and the next payment due was for XX/XX/2023. However, when I called today, I was informed the account was 30 days past due. I will be making a payment to bring the account current on Monday XX/XX/2023.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' Elan Financial Services is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' Elan Financial Services the financial institution and the Consumer reporting agencies XXXX and XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, XXXX, Elan Financial Services whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. Elan Financial Services Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states " Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78132
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA, XXXX Account ending with : XXXX Hello, I am writing to address a matter concerning a recent letter received from U.S. Bank. It states that XXXX XXXX, with whom I conducted business in the past, has filed a chargeback for a trade we completed between XXXX and XX/XX/2023. The payment in question was made through XXXX for specific reasons, and it is important to note that XXXX transactions are typically non-reversible. Despite this, U.S. Bank did not take the initiative to investigate the claim or make efforts to contact XXXX for further investigation. As a result, they deducted {$480.00} from my account, asserting that I should not have received this money, and subsequently closed my account on grounds of fraud. I possess all the necessary supporting documents for the trade carried out with XXXX XXXX. Furthermore, XXXX should be able to provide additional information such as IP addresses, phone login details, and other authentication measures that only a bank account holder would possess when making such payments. Despite numerous phone calls to the fraud department and several emails to my branch manager, I have had no success in resolving this matter. U.S. Bank has placed a hard hold on my account, withholding my funds and preventing me from conducting any banking activities. Thank you for your attention to this urgent issue. I kindly request your prompt assistance in rectifying this situation and ensuring the release of my funds. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A