Date Received: 2023-05-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I went to log in to my US Bank business checking and savings account and I was informed by the online system that my username is suspended and to call their online banking team XXXX. I called and was informed by them that I need to contact my " Home Branch '' which considering I'm not in the normal service area for US Bank I had to call their corporate line and was informed that the account is impending a mandatory review. Later in the day I called the main line again and was informed by a representative named XXXX that the account is being closed and that a check will be issued. I never used the account in an inappropriate or illegal manner. My usage of the account was in accordance with US Bank 's policies and agreements. I am asking for the bank to reach back out and reinstate the account and appeal the said account closure as I believe it's unfair and predatory. It also was not right and unprofessional that I was not informed in writing about the closure and that I had to call several times to find out. Account Number : XXXX Name : XXXX XXXX XXXX Business Name : XXXX XXXX XXXX Account information is protected for security reasons, please reach out to me for full account details. *** FOR CFPB USE THE COMPANY THAT IS IN QUESTION IS US BANK. ***
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: US Bank credit card was opened in my name as a joint owner. I have no recollection of this said account, and neither does the primary person listen on this US Bank. It is reflecting that I owe US Bank {$1200.00}, which I do not. US Bank has placed a negative on my credit report. It is closed, with remarks of charged-off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 847XX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Closed Fidelity card due to multiple fraud incidents. After closing, a merchant refunded {$1000.00} to the card, for which I asked Fidelity to refund via check in early XXXX. This check was never sent. Later, I disputed another part of this transaction with the merchant for ~ {$3500.00}. Fidelity disputed the full amount. After resolving the issue with the merchant, I asked fidelity to cancel the dispute which they have yet to do. This now shows a balance on my account. Despite multiple calls and hours on the phone, fidelity has not been able to send a check for the {$1000.00} credited to the account. During multiple calls, it is clear that their internal systems are not showing full details and they are unable to piece together the full sequence of events.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44012
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
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 accidentally purchased the wrong tickets through XXXX for an event on XX/XX/XXXX. When the confirmation came through, and I realized what I had done, I contacted customer service right away through XXXX XXXX. I told the person named XXXX what I had done and asked if I could get a credit so I could buy the tickets I meant to purchase. Over a few days of begging for a resolution, she continued to say all sales are final, there was nothing she could do so I disputed it with my credit card 's issuer - Elan Financial Services. I eventually received a letter from card member services dated XX/XX/2023 with a rebuttal letter from XXXX with a request to provide a signed, updated letter addressing the merchants response. XXXX rebuttal included their refund refusal details which outlined their XXXX XXXX policy this policy means the customer can return tickets up to 72hrs before an event in exchange for a XXXX promo code - essentially a credit. XXXX rebuttal letter basically alleges that I asked for a refund when I had the option of using the XXXX, therefore suggesting I failed to take the option available to me. However, in my response letter I mailed to card member services on XX/XX/2023, I provided proof via copies of the transcripts showing that XXXX customer service rep specifically stated, your order is not XXXX eligible when I asked for a credit. When I followed up with card member services on XX/XX/2023, the lady said that the letters asking for a response is just a standard letter, and they already made up their minds without taking note of further information to prove XXXX was in the wrong ( which I find to be a scam itself ). I asked to speak to a supervisor, and she said no. I do not believe that card members services took the time to properly investigate the dispute as she kept saying the vendor said all sales are final no refunds. Again, I didnt ask for a refund, I wanted a credit but was continually told a credit wasnt possible, yet XXXX turned around and claimed I didnt take advantage of XXXX. On XX/XX/2023, I emailed XXXX customer service and cc 'd the co-founders, XXXX XXXX and XXXX XXXX, to bring the issue to their attention. I received an email from customer service rep XXXX saying he'd personally look into the matter. Then received a response later that day from customer service rep XXXX stating that all sales are final - didn't acknowledge the XXXX eligibility they included in their rebuttal. Why include that in their rebuttal highlighting the XXXX policy section then turn around and say " all sales are final '' - it's totally contradictory. This company touts something it doesn't actually offer or honor - " XXXX XXXX '' - which, according to an online article, was meant to offer customers peace of mind when ordering tickets by XXXX taking on the risk. However, XXXX does not appear to actually offer/honor this. The XXXX policy is hidden within layers of FAQs so if you don't know about it, you never will. The visible information about returns/refunds etc say " all sales final. '' It's a total ruse, and I believe demonstrates a fraudulent business practice. To simplify : 1. Card member services failed to thoroughly investigate. 2. Card member services failed to consider my updated letter with evidence. 3. Card member services suggested I complain to XXXX and card member services complaint department which makes absolutely no sense as neither entity has been forthcoming. 4. XXXX customer service told me a credit wasnt possible and specifically stated it was not swaps eligible. 5. XXXX rebuttal cited the XXXX XXXX as their reason for refusal. 6. XXXX customer service said all sales final. 7. XXXX cant get its story straight either it offers a XXXX option or all sales are final pick one and stick to it. It wasnt until after my unfortunate and costly experience, that I noticed all the negative reviews and similar experiences with this company as well as Elan Financial Services. Lesson learned. This was also reported to the FTC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60517
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: U.S. Bank offered me a settlement on a closed checking account of mine which had a negative balance. The settlement amount was {$270.00} the original amount was XXXX. I paid the settlement amount on XX/XX/2023. I requested a letter confirming that I paid this amount. I received the letter from US BANK which is dated XX/XX/2023. The letter states that the account is considered settled in full and will be reported accordingly and no further balance will be due to U.S BANK which is great for me. Then to my dismay I received a letter from XXXX XXXX stating that I made a partial payment and that a balance of {$400.00} The letter stated the source of the information was from U.S BANK I sent the letter that U.S BANK sent me to XXXX SYSTEMS and called them and they told me they received it but couldn't change the status of the account until they did another investigation and confirmed the validity of the letter I got from U.S.BANK. I called US BANK to ask why my letter says one thing but they are reporting another and the myriad of explanations I got were bizarre. The first representative I got attempted to tell me well it is a partial payment and that what a settlement is, as I argued with this rude young woman and told her the letter that I have says the account is considered settle in full and no balance is owed she hung up on me. Then I spoke with a supervisor who told me they can't control the wording of XXXX XXXX. I asked what was reported to XXXX XXXX and the sup said well we just send them an alert we don't send them letters however the representative I spoke with before said they sent XXXX XXXX the letter so I'm being lied to. I have a bank but it is out of state and I want to switch to a local bank but I can't because of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50266
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a bankruptcy attorney who represents a client name XXXX XXXX who is currently in a XXXX XXXX case in the District of Maryland. She fell behind on her mortgage and sought a loan modification in XX/XX/2023. I sent US Bank authorization in XX/XX/2023 to mail all loan modification paperwork directly to XXXX XXXX through several emails to XXXX and also through correspondence with their XXXX XXXX XXXX who filed a proof of claim on the bankruptcy case. I do not represent XXXX XXXX in her Loan Modification efforts. I directed US Bank to mail all documentation, including time sensitive loan modification documents to XXXX XXXX as I was indefinitely away from my office and would not be able to forward hard copy mail. They continued to hard copy mail her documents to my office even though I explained I would not be there to receive it and that all time sensitive ( return within 14 days ) needed to go directly to the home borrower. US Bank refused to send loan paperwork to XXXX XXXX even though they have written authorization from me to send all paperwork directly to XXXX XXXX, especially because I was not in my office due to family issues and wouldn't be able to forward hard copy mail. All time sensitive paperwork must go directly to the home borrower. Despite all of my communications and emails they hard copied time sensitive mail to my office in XXXX where I am not at currently and specifically stated they did not care that I wasn't there and could not get her the packet. They still refused to mail her loan documents directly even though I gave written authorization and instruction for them to mail loan modification paperwork directly to the home borrower.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I was getting my unemployment refund with us bank card services my money was coming to this bank bank number isXXXX Us Bank relia Card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72209
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for a credit card I received in the mail 0 % interest on purchases for 15 billing cycles and 0 % interest on transfers for 18 billing cycles. When I got my card it wash for 12 billing cycles for both purchases and transfers. I called on XXXX talked to XXXX explained what happened and she said she would fix it I would get new papers in 7 to ten days. I never received anything so I called again XXXX talked to XXXX. He said I had to prove that is what I was offered and I had to fax them a copy of it. I did. Waited then called on XXXX talked to XXXX explained everything he put me on with his supervisor XXXX he said they were looking into it .it was under review. Called XXXX talked to XXXX and she explained that it not what I sighed up for. Now I have proof his is what I signed up for I have the papers. One time they are going to fix their mistake, then I have to prove that I had the papers. Once I prove it then they said thats not what I signed up for. I think this is a XXXX XXXX XXXX all I want is 0 % for 15 billing cycles 0 % for 18 billing cycles. Thats what I sighed up for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 155XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: US BANK HOME MORTGAGE - I WAS UNDER CARES ACT UNTIL I PAID OFF MY MORTGAGE IN ONE LUMP SUM. US BANK REPORTED AS A DELINQUINT ACCOUNT. I WAS NEVER ONCE LATE ON A PAYMENT OUTSIDE OF THE CARES ACT IN 20 YEARS - MY ACCOUNT WAS CURRENT UNTIL I QUALIFIED FOR FORBEARANCE. I THEN PAID OFF MY MORTGAGE/ ACCOUNT AT THE END OF MY FORBEARANCE. US BANK REPORTED AS " DELINQUINT WITH XXXX BALANCE '' AND DROPPED MY CREDIT SCORE OVER XXXX POINTS. I HAVE REACHED OUT US BANK TO DISPUTE AND RECIEVED A LETTER THAT I DID PAY DURING THE FOREBEARANCE TIME AND SO THEY REPORTED IT AS DELINQUENT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I discovered that my checking and savings accounts had been hacked. The hackers also transferred {$3000.00} from my US Bank credit cards into my saving account, and also withdrew that money. The total amount stolen was approximately {$6000.00}. I notified the bank immediately on XX/XX/XXXX that my account had been hacked. Two days later, the bank declined the request to put the stolen money back into my account and accused me of stealing the money. They said the hack was done from one of my devices. This accusation would be impossible, I was home alone that day and my devices were with me. I'm on Social Security and the money that was stolen is all the money I have to live on. I have been with US Bank for over 15 years and nothing like this has happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A