Date Received: 2023-05-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Two unauthorized electronic fund transfers were made from my US Bank savings account to a XXXX XXXX account on XX/XX/XXXX for {$3900.00} and XX/XX/XXXX for {$3200.00}. They were not made by me nor were they authorized by me. When I logged into my online banking on XX/XX/XXXX I noticed my savings account had significantly less money than it should. I opened the transaction detail and saw two external transfers. I have never made that type of transfer, which I was told by the bank representative, was a transfer between two banks. I do not bank at XXXXXXXX XXXX, or at any other bank and only have bank accounts at US Bank. I called the 24 hour customer service number on XX/XX/XXXX, as it was after normal business hours, and reported the fraud. I was instructed to go to my branch office the next morning and get help with the fraudulent transactions. I went to the branch on XX/XX/XXXX and had three bank accounts frozen and opened three new ones. During that process, I found that my phone number had been changed on my accounts to an out-of-state phone number, although my address had remained the same. The representative also told me my email settings had been disabled, as I mentioned to him that I did not get notification the day before of a direct deposit that was made to one of my accounts. I never made nor was I ever notified of these demographic changes. I was never contacted and asked if I made these changes and I was never asked to answer any of the security questions that I should have been asked. There apparently is a lack of security within U.S. Bank. I am notified anytime I login to XXXX on a different device or on a different Wi-Fi net work and my credit cards notify me if transactions have been made or any changes to demographic information have been made, yet US Bank seem to think these changes were not out of the ordinary, or worthy of alerting me of these changes. I completed fraud paperwork on XX/XX/XXXX which was sent to the fraud liaison department of U.S. Bank and denied three business days later. They told me I either made these transactions or gave someone else my login credentials to do it, neither of which are true. I filed a claim with the Office of Comptroller of Currency as advised by the Attorney Generals office, and they directed me to the Consumer Finance Protection Bureau. I have also filed a complaint with the FTC and a police report # XXXX with XXXX XXXX police department. XXXX XXXX XXXX has submitted grand jury subpoena paperwork to US Bank on XX/XX/XXXX. US Bank has refused to let me see what documents they used in order to deny my fraud claim. I was advised by the bank representative to submit fraud paperwork again, along with a typed paragraph stating that I neither made, nor authorized these transactions and reminded US Bank that I have been a customer for 22 years, on XX/XX/XXXX, and these claims were denied as being duplicates. They werent even looked at. My husband and I have been customers of US Bank since XXXX and have lived less than XXXX mile from our branch office for 33 years. Even my husband does not have my login information to my savings account and no one else does either. Neither of us has ever made transactions such as these and we only bank at US Bank. If someone at U.S. Bank would look at either timestamps, location, data, IP addresses, or other elements, Im sure they could prove that I was not involved in any of these transactions, and that these were fraudulent. I can not believe these transactions were not flagged and were able to go through as these are high dollar amounts, and are transactions types that we have never made. And for our phone number to be changed to an out-of-state number, yet the address remaining the same, makes no sense, and should have certainly seemed out of the ordinary to someone at the bank, along with the email notifications to be disabled. My husband and I have worked hard for many years ( we are XXXX XXXX XXXX ) and expect the bank to put our money back into our account immediately. This is money that we need to live on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My wife attempted to file this complaint for me but it was rejected because she isnt an authorized representative and they didnt recognize her, I guess. I am XXXX XXXX XXXX, retired and XXXX, and have a checking account with US Bank. I wanted to open the account locally, upon closing on a home in XXXX, TN, XXXX years ago. Its in my name only. Recently, my wife took a look at the account because it seemed like I was constantly out of money before I was able to pay all of my bills. Then we noticed the multiple NSF fees that I had been charged. There are XXXX NSF fees since XXXX of this year. That is XXXX in XXXX months! I am not computer literate and didnt know that was what was happening My wife then printed all of the statements and I found out that since I opened the account, XXXX of XXXX, there have been XXXX XXXX XXXX ( XXXX ) NSF XXXX. That is {$4100.00}. XXXX XXXX XXXX in barely XXXX years is quite excessive. I called the US bank local branch to attempt to get some of the fees from this year ( XXXX in XXXX ) refunded and they said they would not accommodate the request in any way, because they had already refunded XXXX fee. XXXX refund out of XXXX total fees charged?! No one had ever contacted me in over the XXXX years I have had this account. I called them to attempt it obtain the refund ( a ). There was basically no help from them at all, on any of it. No help by way of any refund ( XXXX ), no guidance, no advice, nothing. According to the FDIC, the FDIC-supervised institutions should monitor excessive and chronic customer use, and if a customer overdraws his account on more than XXXX ( XXXX ) occasions, in a rolling twelve month period, they are to undertake meaningful and effective action, by making efforts to provide the customer with alternatives to overdraft payment programs. First, I am well beyond the XXXX fees in a rolling twelve month period. Even if I had opened the account XXXX years ago, that is only XXXX fees. I have had has XXXX in XXXX years and I cant tell why they kept charging NSF on top of NSF typically XXXX in a day. Several days in a row. When my pension or XXXX XXXX check finally gets deposited, it is already so short, it is a rolling mess, month after month. It has created a backlog of bills we can't pay because, US Bank has taken so much of my money in fees. No one made any effort to contact me via telephone, in person, by mail, or through electronic notifications, whatsoever. They are supposed to be monitoring account usage, as well as monitoring what their success rates are as far as informing frequent users. Clearly, no monitoring nor information so, nk success at this branch, at least with my account. We are behind on our mortgage because of this, as well as our vehicle loan. We had to extend on a personal loan to make some of the back payments that just got exacerbated over time. My credit was close to XXXX, XXXX years ago. Back in XXXX, our daughter was killed by a drunk driver. It sent us into a tailspin in every way imaginable. Our credit was in the toilet shortly thereafter because we just didn't care. We did, however, pay our rent and our vehicle loan -- which we had never fallen behind on in our XXXX years of marriage, until now. About XXXX years ago, we decided it was time to live amongst the real people, and attempt to climb out of credit the mess. I worked very hard to get my score up and didn't use a credit company for consumers, I did it on my own. Now it is back in the toilet and I doubt I could get a loan for a toothbrush, at this point. On the local branch bank manager 's own contact page, it states the following : I want to make managing your finances as easy as possible for you ... We will collaborate to understand your financial situation and develop personalized strategies to help you work toward your financial goals. Evidently, those commitments are for the very wealthy and not for XXXX retirees, who don't understand their financial situation and could probably really use the help of someone with his expertise. US Bank has failed me in so many ways. The NSF paid over the life of this account, opened just XXXX years ago, in XXXX of XXXX, is over {$4100.00}. The ripple effect to my credit, that was in good enough shape XXXX years ago to purchase a {$200000.00} home, has been devastating. It's not like I have a lot of time to re-build if AGAIN I am XXXX. Now, we have an additional loan payment for many more years at an exorbitant interest rate, adding to our inability to keep up, much less do anything but, attempt to pay our bills. I was able to retire early with a full pension ( because I had worked since I was XXXX XXXX XXXX ) after our daughter was killed in XXXX. I worked all his life for a pension so that I wouldn't be strapped with only social security and would be able to enjoy retirement and maybe do a little traveling or at least, be able to comfortably afford food and housing. Instead, I now havd more anxiety than I did when I was working as a truck driver, hauling a XXXX ' trailer around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: In late XX/XX/XXXX my CD with US Bank ( XXXX ) came up for renewal. They offered 1.15 % APY for 59 months. I agreed since one of their representatives assured me that if rates went up, I could redo it at a higher rate for just a {$25.00} fee, NO other penalty. I thought this was unusual so I triple checked it with him. He assured me that was right. I keep detailed notes of such conversations, including this one. That was XX/XX/XXXX. When rates recently went up to over 4 % I contacted US Bank to convert it over to the higher rate. Now they've told me that there is a penalty of 3 % of the principal. Along with the {$25.00} fee that would be {$270.00}, which wouldn't make financial sense to do it. I asked them to look up a recording of the call in which I was definitely told it would be just a fee of {$25.00}. They wouldn't and said there was nothing that could be done. One of their reps did tell me that the original rep I spoke to in XX/XX/XXXX would've been on sales commission to get that renewal. I know US Bank has been fined before for pressuring employees for sales. I just want them to keep their word in what I was told -- convert the CD still with them for {$25.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32905
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I recently closed the business account with the US BANK due to fact that I don't need to use this card anymore. It also doesn't help the fact that the card came with {$95.00} fee which for the level of usage is impractical for my business to use. However when I attempted to receive the redeem the balance of my points XXXX ( {$6.00} ) since the company prevented me from its redemption several months ago I was refused and the US bank stated that the points will be forfeited. Frankly speaking these points belong to me and since the US bank prevented me from its redemption last time it should issue the {$6.00} check for its balance. It is only the right and decent thing to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60073
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: A civil suit is being filed on a XXXX XXXX XXXX debt. I first heard of this via my roommate on XXXX XXXX.They didn't contact me, by either address or phone but called my roommate leaving personal information about this debt which I have no knowledge of. I call back the number left on roommates phone and it's a lawyers office in XXXX XXXX ca saying they tried to contact me at an old address and my current address but nothing ever came here. I explain I don't know what they're talking about and ask for documentation for this so called debt. She tells me it's like a criminal complaint and they don't have to tell me anything. They are hired by there client who they won't tell me who that is and all I got as far as info was the debt was originally from u.s .bank in 2006 and was sold to a debt collector. I don't know what there talking about and I've received nothing in writing so I don't know where to send a dispute or how I'm suppose to find out a court date...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94580
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: A bank officer from U.S. Bank ( XXXX XXXX ) merchant banking in XXXX XXXX XXXX XXXX contacted me over 6 months ago. He was persistent in getting me signed up for the credit card processing with their partner XXXX. XXXX told me that if I sign up I would receive {$1000.00} in my business checking account within 2 months or so. I did sign up with their ( U.S. Bank ) credit card processing system managed by XXXX. It has been over 6 months and XXXX XXXX has been stringing me and others along with misrepresentation and deceptive practice of signing up U.S. Bank customers for credit card processing with a false promise of {$1000.00} reward in deposit in checking. I have all proof of his texts, etc.. This deceptive and unethical practice must be stopped and a penalty must be provided to me and your agency for misrepresentation and deceptive practices by a U.S. Bank employee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Problem with customer service
Subissue:
Consumer Complaint: I cashed my check from XXXX of {$1900.00} to the XXXX XXXX U.S Bank branch ATM In XXXX Oregon on XX/XX/23 at XXXX. When I cashed my check they made {$200.00} result available to pull out until the rest cleared on Monday XX/XX/23. On this day ( XXXX ) I checked my account and it was negative {$230.00}, I called to see what happens and they said they took it back towards my check and said it would finish clearing on Tuesday XX/XX/23. When that Tuesday came around it still hadnt been cleared. We called the bank again asking what the issue was as it was a well established business paycheck. Not someone personal Checking account. They said they were unable to reverse it and it would clear on XX/XX/23. By this time I will have already had a second paycheck. They have yet to give a reason as to why a work paycheck would be held for two more weeks, as well as refused to fix the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97478
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I have a Fidelity Rewards Signature Visa. The credit card is issued by Elan Financial Services. In the mobile app I use to pay my bill, there is a calendar that shows the word " Due '' to signify the due date of the payment. However, the word " Due '' appears between two dates in the calendar ( with one date above and one date below ) and the correct due date is not highlighted, bolded or otherwise signified. Please see the attached photo. Because of this ambiguity, I have twice made my payment on the later indicated " Due '' date. While the card issuer has reversed the late fee, they refused to reverse any potential interest charges on my most recent call. Also, they refused to address the underlying issue, claiming that the correct due date is stated elsewhere. It is unclear whether the application design is simply poorly executed and ambiguous or if the company is creating intentional ambiguity to collect fees from consumers. In either case, they should fix the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account with US Bank on XX/XX/XXXX with a promotional code of XXXX which based upon amount of direct deposit a promotional bonus was to be paid. I met this criteria in the first 60 days with $ XXXX in money direct deposited into the account. I called in early XXXX to ask why the bonus hadnt been paid and they said wait until XX/XX/XXXX and if it wasnt paid to contact them back again. I contacted them back again on XX/XX/XXXX and they entered yet another case this time and told me someone would contact me to ensure it was paid out. Now I am XXXX weeks past the second case entered and still no contact or promotional payment paid out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I bank with US Bank and have a credit card through them, as well. I woke up to fraud charges on my credit card on the XXXX of XX/XX/2023. Called US Bank as soon as I woke up around XXXX XXXX XXXX Tried to dispute the charges that were placed throughout the night as I was sleeping. They took off every charge except for one. The charge is for {$58.00} for XXXX. I do not even golf..They have the audacity to tell me I authorized this charge. The charge was made in XXXXXXXX XXXX and was manually entered, but I live in XXXXXXXX XXXX and have never even been to XXXX Plus, I was sleeping. I have camera footage from my house and work clock-in 's to prove I was in Colorado during this fraudulent charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A