Date Received: 2023-05-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: A overpayment on account prompted a credit balance refund check for {$490.00} on account, however check was never received and when I requested a stop payment on check it was denied. Since my account had double the amount of the credit balance I asked for it to be put back in account, however that was denied as well. I am now out {$490.00} and I'm asking for it to be put in my credit card account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: this complaint is filed against US bank for deceptive business practices. In or around XX/XX/XXXX, i opened up a business checking account. at the time of the opening of account, it was noted that the account was FEE FREE if you selected estatements, which I DID SELECT. the bonus offer was deposit {$3000.00} or more and after 60 days, receive a {$500.00} bonus. I deposited {$3000.00} to satisfy this requirement and the funds remained until XX/XX/XXXX. shortly thereafter, i was solicited by us bank via email to open a merchant services account and settle a transaction to receive an additional {$600.00}. there was a monthly fee of {$6.00} a month for the equipment advertised. the following events unfolded thereafter : XXXX ) beginning in or around XXXX of XXXX, us bank began charging my account a monthly service DESPITE the account being enrolled in estatement. I would call each month and the us bank agent would refund the service fee. this occurred again in XX/XX/XXXX. XXXX ) i completed a transaction with the us bank merchant services in or around XX/XX/XXXX. XXXX ) on or around XX/XX/XXXX, after neither the checking bonus or merchant services bonus posted, i contacted a us bank agent. They claimed i was disqualifed from the us bank checking bonus because my balance fell below {$3000.00} in the checking account. I explained to them IT DID NOT fall below the balance, but for your bad faith deduction of the monthly service fee when I AM ENROLLED in estatements. the agent then said because i did NOT meet the terms for the checking account, that meant i did NOT qualify for the merchant services account bonus despite the fact it was confirmed i met the terms for BOTH bonuses. this is blatant unfair business practice and bait and switch. I met the terms of both bonuses and it was confirmed by the agent. the monthly service being charged by us bank was unauthorized and should have never occurred since i was enrolled in estatements from the inception of bank account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: Applied online and approved for a credit card on XX/XX/23. Immediately called US Bank to ask if it was possible to have the card shipped with expedited shipping ( i.e. next-day ) as I have an international trip next week. Customer service said no, then proceeded to say " Not to call you out or anything, but why would you apply for a card knowing you are going on a trip next week? '' In my view, a trip is a perfectly valid reason to obtain a credit card due to some spending. I have not had issues with other card issuers such as XXXX XXXX and XXXX getting a card shipped next-day to have in hand, even internationally. Disappointed in this as my first experience with US Bank. Recommend they provide this as an option moving forward to consumers to remain competitive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX I issued a check, check XXXX, to myself for owner pay. I I pay myself bi-weekly. XX/XX/XXXX I deposited check XXXX into my personal account via the XXXX XXXX mobile app. Ive attached a copy of that check to this statement. XX/XX/XXXX Upon trying to reconcile my business bank account, I noticed my balance was negative. I immediately called the customer service reps at US Bank and asked them to look it my account. I noticed the check XXXX was debited from my account a second time on XX/XX/XXXX. I didnt authorize this. The reps at US Bank looked into this and reversed the transaction, along with the fees associated with my account going into the negative. XX/XX/XXXX XXXX bank sent my check back, because they said it had been deposited twice. They did a review and on XX/XX/XXXX they determined there had not been an error in my account. XXXX unsure where the check was sent back to, because I wasnt alerted by US Bank that I had a return check. XX/XX/XXXX I called US Bank and asked them to investigate that 2nd debit again that occurred on XX/XX/XXXX. That is when the banker noticed there was a 2nd signature on the original check, that didnt belong to me. It was also a name that I didnt recognize. The check was originally made out to me. I am the only authorized person on this account. XX/XX/XXXX - I got a letter from US bank stating that my claim had been approved. I disputed the claim because US Bank recouped the funds from the wrong bank. US bank alerted my XXXX account. They never tracked down where the XX/XX/XXXX transaction was deposited. After contacting US Bank several times during XXXX, XXXX and XXXX to ask them to please reopen my case because they recouped the funds from the wrong bank, they denied my request on XX/XX/XXXX. They told me they denied my request because I didn't discard my check. This would be understandable if they didn't already alert one bank. What's different now? US Bank should do the right thing and alert the bank where the 2nd, unauthorized transaction took place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72204
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : US Bank mortgage paid funds out of my escrow to an insurance company I am not insured with. This overdrew my escrow. US Bank is not giving me my funds back and says I need to pursue the insurance company myself. The insurance company ( XXXX ) has not respond to my request for refund either. Detail : In XXXX I started shopping/getting quotes to possibly change both my auto and homeowners insurance. I received a quote from XXXX insurance, but after they sent me the policy documents for my signature, I saw that the policy showed the wrong effective date, and had some other false information that needed to be corrected. So I emailed XXXX with a list of changes needed and asked for new quotes. Later that night I logged into my mortgage servicer 's website ( US Bank ) and noticed that they paid a payment out of my escrow, equal to the amount of the quote I received from Farmers a few days earlier. This payment had overdrawn my escrow by almost {$1500.00}. I spoke with Farmers on XX/XX/XXXX, and told them that those funds needed to be returned to my mortgage account at US Bank, since I had not yet finalized the policy change. ( I had not received the new quote, I had not signed anything at all with XXXX, and even if I were to go through with the change, the effective date was to be more than nine weeks in the future, so they had no standing to bill my mortgage. ) I was told they would contact me the next day, but they did not. So on XX/XX/XXXX I called my mortgage servicer to request that they obtain a refund from XXXX. I was transferred around to multiple different departments, who all told me that because XXXX had my account number ( which I had provided to them in anticipation of finalizing the new insurance - before I received the error-filled policy documents ), that they had no further responsibility to verify the validity of the payment request before sending Farmer the payment from my escrow account. Apparently it is not their policy to verify that billings they receive from insurance companys are valid. As long as the insurance company has an account number, then they do not ensure that a policy has been agreed upon/signed. In a day and age where rampant hacking leads to constant fraud, they take no steps to protect their customer or do any due diligence before sending out a customer 's funds. The last person I spoke with at US Bank hung up on me. So I want to formally complain about US Bank. US Bank did not due their due diligence in protecting my funds. They did not ensure that the invoice from XXXX was legitimate, before paying it. And they will not return my funds to me. At this point I've made two additional attempts to contact Farmers, but they have not responded either, however I believe that US Bank 's failure to properly vet on a payment request from an insurer not previously associated with my account resulted in this loss and it should be US Bank that corrects it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64052
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX or XXXX / 2022 I called use bank and told them I left my wallet and phones at jewelry shop in the XXXX XXXX located in California I told the because I do not have my phone with me so when I`m trying to login to my online banking to check the activities It s asking for a pin for verifications which it send to my phone so I do not have my phone with me so I cant check my online ban king or I wont get notification if there are charges on my account. I called them during night time lets say between XXXX till XXXX because when I went bacK to get them the mall was closed. they customer service refuse to block or put a hold on my account and they told me if something happens you can dispute the transaction! there where almost about XXXX worth of transactions on my account I called them on Monday and dispute those transactions after 2 months calling them regarding my case status they were keep saying it s been under investigation! and when I called last time the supervisor called me back and told me next morning they will credit it back to my account. they did 2 wire transfers each about like XXXX from XXXX XXXX and that was wired usually you get refunded by each transaction not like full amount in once so then I was okey there have not refunded me the XXXX remaining balance so I waited two days and while I was waiting they called me and told me after 3 months investigating all those transactions are correct and they told me now I Owen them for those transactions which it was about XXXX so they took almost more then XXXX from my account and they put XXXX negative balance on my account and then blocked me from online banking so I lost almost XXXX over there and I had to wait 3 months for them to refund me the XXXX which they did XXXX and retook it right after 2 days and closed my business account then every month they called me and harassed me and Now I`m keep getting letters from Debt collections. because of their actions I lost my time lost money and after that I could not open up another bank account for my business .please help me out to resolve my issues all my calls are recorded with them so I`m at the right side I have not done anything wrong and they just used their power and did all those stuff to me.Please help me out if it s possible to save my money and account. thank you my name is XXXX XXXX and my company name was XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 910XX
Submitted Via: Web
Date Sent: 2023-05-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I signed up for a merchant services account with US Bank XXXX Elavon/XXXX XXXX XXXX There was an opportunity for a {$600.00} bonus once my first merchant transaction settled. The terms said the bonus would be deposited into my existing US bank business account 45 days after the transaction settled. This transaction settled on XX/XX/XXXX. I have tried to reach out multiple times to my US bank contact but he has been completely unresponsive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40207
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 1. Received pre-approval from US Bank on XX/XX/2023 from US Bank for a VA mortgage loan up to {$370000.00} 2. Signed purchase agreement on XX/XX/XXXX or XXXX, with a closing date of XX/XX/2023. 3. Submitted all documentation and information requested to US Bank within one week. 4. US Bank customer service representative called with weekly updates on our mortgage. We were advised that we received approval from underwriting. 5. XX/XX/XXXX a professional moving company packed our residence in XXXX for our relocation to XXXX 6. XX/XX/XXXX, while we were actually driving from XXXX XXXX XXXX customer service representative called to advise we had a new underwriter assigned to our loan who had more questions and closing might be delayed. And the house did not pass VA inspection due to some areas that needed to be scraped and painted on the house. 7. XX/XX/XXXX the US Bank customer service representative called requesting written proof of my husband 's transfer from XXXX XXXX XXXX XXXX location. We advised the transfer was still in process and thst we don't have a date yet. We asked what the problem was as I will be living in the house, my husband makes plenty of money to qualify for the mortgage and we have very good credit. The customer service representative was unable to answer our questions. 8. XX/XX/XXXX the manager over our customer service representative advised that we were being denied our loan since we could not prove that my husband would not be in residence within 60 days of closing. She also stated that every other large bank would do the same thing. She also verbally accepted 100 % responsibility for our loan falling through on behalf of US Bank. She made the same admission to our realtor. She said that the bank would reimburse us our moving company costs as compensation for this situation. XXXX. We had to forfeit our XXXX deposit as the sellers were threatening to sue us for breach of contract. I advised the manager that I felt that the Bank should reimburse us for our lost XXXX money. 10. We had to scramble to find an apartment for me to live in. 11. I feel that the bank should reimburse us for all up front payments to the bank for this failed mortgage, our moving costs, our lost XXXX deposit and the initial cost of renting our apartment. Not to mention the extreme stress this situation has caused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 51503
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: I used external transferred {$1.00} on US Bank webside on XX/XX/2023 to Lending Club My account XXXX was debited {$1.00} XXXX XXXX stated they never received this {$1.00}, I checked with them many times. I called US Bank XXXX several times and went to the US Bank branch in XXXX, CA, so far the problem still not resolved. Now I closed the XXXX XXXX account, I need US Bank to CREDIT BACK {$1.00} to my account. BTW, I used external transfers between my US Bank and XXXX XXXX previously, they all went through without any issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92782
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: I need help with an electronic bank transfer. I have a tracing number and an electronic withdrawal reference number and an online XXXX number. My bank shows that the transaction was processed, but the intended recipient says they never received the payment. I have contacted US Bank multiple times and they say because its over 90 days old they cant get any more information than they have provided me. The money was supposed to go to Eagle XXXX for the dues that are assessed every year on the time share. Eagle XXXX is located in XXXX Oregon and they say they never received the money. Is there anything I can do about this? Is there anyone that can help me determine where the money actually went?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97124
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A