Date Received: 2023-04-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: At XXXX on XX/XX/23, I entered the lobby of US Bank located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX OH XXXX, to request a cash withdrawal of {$6500.00}. I was told that " wasn't possible today '' and to " come back tomorrow after we get cash. '' The cashier then told me they only had about {$2000.00} on hand in the entire branch due to a " cash run '' over the weekend. It's XXXX at XXXX, so they should have had plenty of time on XXXX to get cash on hand before XXXX. I know I can go to a different branch but I shouldn't have to. Having less than {$2000.00} on hand for two whole days? Unforgiveable for the 5th largest bank in America during a year with several regional bank failures. US Bank customer service and the cashier both told me to try other branches. It's a solution that would likely work, but I shouldn't have to run all over town for a withdrawal like that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45244
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid an escrow shortage for my mortgage in XX/XX/XXXX of XXXX as requested by US Bank Mortgage to keep my monthly mortgage payment low. According to my statement my new amount would be XXXX starting XX/XX/XXXX. US Bank misapplied my payment which resulted in them sending out another letter in XXXX of XXXX for additional money still stating I had an escrow shortage. I spoke to XXXX on XX/XX/XXXX and he opened an escrow task and assured me the problem was on their end and would be corrected by the end of XXXX. I received yet another statement in XXXX stating there was still a shortage and that my payment would be increasing unless I paid more money. Even if I paid the claimed shortage, the new monthly payment will still be higher than what I was told back in XXXX. I called again on XX/XX/XXXX and spoke to XXXX and she basically informed me the last escrow analysis was correct and there was nothing she could do for me...... ..I 'm being penalized for a mistake by US bank and someone needs to correct it. I'm retired and on a fixed monthly income and every dollar counts ... ......
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In the middle of XXXX, 2023, 5 charges from my checking account were disputed as fraud. At the same time, I was attempting to secure a loan with an outside company. So, there were two things going on simultaneously. I did not learn of the 5 charges in question until a couple of weeks after the fact when someone from the bank called and had me transferred to the fraud department. There, the employee asked me a couple of questions about my account and it was then that I was alerted to the proposed fraud charges. Meanwhile, I was offered a loan with XXXX XXXX. I checked with the XXXX XXXX XXXX and the company checked out. We discussed the terms, and I agreed with everything, so the process began. I was told we would be able to close the loan the first week of XXXX. The last day of XXXX, I believe it was the XXXX, I received a phone call from the bank asking me about 2 of the charges. I went to the bank to get a print out of my account, ( the bank had put a block on my online banking ), and I was able to confirm that the 2 charges she mentioned were legitimate charges. Then, on the morning of XX/XX/XXXX, the bank once again called me about the other three charges. I was able to confirm that they were legitimate as well. During this entire process, I couldn't understand why the bank had picked these 5 charges as possible fraud. It was never explained to me. On this same day, the lender contacted me and said that we would be able to close the loan that afternoon. However, they were going to send a few deposits to my account to confirm that it was truly my account and I would then have to return that money to the lender. I have done this in the past, so this seemed normal to me. However, the loan officer said that they would be sending several deposits, totaling {$1400.00}. I was very shocked at this amount. He explained to me that this was a way for them to gain trust in the client and vice versa. So, I again went to the bank and asked the teller to check my account and see if any deposits had come through. She was able to verify that 5 deposits had been received that day, totaling {$1400.00}. So I called the lender, confirmed receipt of the deposits, and was given instructions as to what I needed to do to return the money. I was to withdraw the cash and take it to Customer Service at XXXX XXXX He said that they work with them all the time and that they knew what to do. He was going to send me a code and I was to show it to the Customer Service Manager. This sounded a bit unorthodox to me ; however, if XXXX is involved, then it must be legit, right? So, I withdrew the cash and followed his instructions. I was somewhat surprised when the Manager explained that they work with the code all of the time. So I gave her the cash and she then sent it back to the lender. The lender called me and confirmed that they had received the money and that he would get back with me in a couple of hours and we would close on the loan. I never heard from them again. Two days later, XX/XX/XXXX, I received in the mail 5 letters from the bank, one for each of the charges. The letters stated that due to these fraudulent charges, the bank was going to reimburse me and make 5 provisional deposits into my account. First, I never heard of a provisional deposit. I didn't know what that was. And second, why is the bank issuing me a refund for these charges as I had already confirmed with them that these were valid charges and not fraudulent. So, I began investigating. As things began to make themselves clear, it turned out that in XXXX when the disputes were first filed, it was a group of fraudsters ( herein referred to as the " group '' ), that filed these charges. The bank believed it to be me. So for some time, this group was impersonating me with the bank and as we continued to learn, the XXXX XXXX XXXX was being impersonated as well. They were one in the same ; the group that was dealing with the bank and the group that was pretending to be a loan company. And the 5 deposits that were made were deposits that I believed had been made by the loan company, or group. But unfortunately, the group had never made any deposits. So the money that I withdrew and sent to the group was actually the bank 's money. And then several days later, I began receiving letters from the bank stating that because the 5 charges in question were deemed to be valid, they would begin reversing the credits from my account. After a few days, my account showed a deficit of {$1400.00}. So the bank got their money back and I was sitting on an account that was in the red, an account that the bank expected me to bring to a XXXX balance. I disagree with the bank and do not feel that I owe this money. While it is true that I withdrew the funds, it was done so in good faith and with the belief that I was working with a legitimate loan company. A couple of areas that I think the bank failed in : One, what protocol does the bank have in place to protect the customer 's accounts and to verify that they are dealing with the right person? For the first couple of weeks, the group was able to get the ball rolling because the bank believed it to be me. Had the bank had stricter policies when it came to verifying a customer or had they not failed when following the bank 's directives, they would have learned early on that it was not me, the account holder, they were dealing with and perhaps none of this mess would have occurred. Two, why were provisional deposits made into my account after I had confirmed that the charges were valid? And third, why did the bank not notify me immediately when they made the deposits? As an account holder, unless it is a bank fee or interest earned, I can not think of any reason that a bank would make transactions into someone's account without notifying them at the same time as making the transactions. The bank 's answer to this is that they did notify me. True, they did. Via 5 letters that I received two days after the fact. What good does it do to alert me to those deposits days after they were made? By then, anything could happen, and it did. When the teller told me of the deposits that had been made that day, I had absolutely no reason to believe that someone else could be making them. Had the bank called me that morning to tell me what they were doing, all of this could have been prevented. I believe this was true negligence on the part of the bank and i disagree with their decision that I owed the {$1400.00}. On XX/XX/XXXX, I began calling the bank and looking for answers. From that point on until XX/XX/XXXX, I spent endless, endless hours on the phone, speaking with over 7 departments at the bank, trying to find out what had happened with the fraud deal and who was overseeing my case. I was shuffled around from department to department, with no one claiming responsibility for what happened, Each department said that I needed to speak with such and such department, and all I did was go in circles. I ended up speaking with all departments multiple times, learning absolutely nothing. And on two phone calls, I was treated with such rudeness, that I was rendered speechless. On one of those occasions, the Specialist in the E-Fraud department that I spoke with, stopped me half way into explaining what happened and said, " XXXX XXXX, please stop wasting my time. I am a very busy man ''. With customer service like that, why would I go anyplace else? Anyway, since this entire process began, no one from the bank has reached out to me to discuss the case. No one is accepting responsibility for any of the bank 's doing and no one is accepting responsibility for making any decisions. No one has responded to any of the voicemails that I have left, or messages I have left with someone in various departments. This has been an extremely stressful burden for the last month and a half. I am left to believe that if I do not bring my account up to XXXX, that in 39 days ( from the date the deposits were made, I guess ), that the account will close, it will be reported to collections, and my credit will get hit. This would not be a good thing as I am trying desperately to repair my credit. Plus, I don't believe my involvement in all of this warrants me paying a price for something that could have been prevented on a couple of occasions had the bank communicated with me. And not that I like to play this card, but I am sick. I suffer from XXXX and I require XXXX XXXXt 3 times a week. It's a very tiresome and grueling way to live and a lot of extra stress makes me weaker and more sick. I can not continue with the phone calls anymore as the last one went from bad to worse as the woman I spoke with in the fraud department claimed that they didn't even know that a fraudster was involved until XX/XX/XXXX. This does not fit the timeline in any way. In addition, she said that I knew that the case was closed because it said so in her notes. I was never told this. And she stated that I was liable for the money because I withdrew those funds myself and as far as they knew, I was taking that money to have fun with, or who knows. She obviously had not read the notes because she did not know what she was talking about. Plus, at the end of our 20 minute conversation, she said I really needed to speak with Card Member Services. I think that sums everything up. So now, the next step is for me to obtain legal council and to learn what my options are. I am not interested in pursuing any monetary gain for my time and stress. All I want is for the bank to zero out my account. I believe this to be the correct thing to happen and I will not stop until I at least get to have a conversation with someone from the bank that is in charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63111
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I attempted to make a payment using XXXX on usbankXXXX Before attempting to make a payment, I logged in to usbankXXXX using a username and password. Additionally I was asked to enter a 2fa code send to me via text message. I did that and was successfully logged in. U.S. Bank heavily promotes XXXX and encourages its use. I selected send money with XXXX and successfully found the person I wanted to send money to. I entered the amount, reviewed the transaction, and selected send. The website froze for a time and then provided a nonsensical error message. I then navigated back to the main usbank.com site to check if the payment could be found. I was asked to login again. After entering the correct username and password, I was presented with a message that said " We're sorry. It looks like your username has been disabled. Please contact XXXX for help. '' I called the number provided and was asked by an automated system to provide the last four digits of my social security number and debit card pin. Finally, I was connected to a human. I was told I would purposefully be blocked from accessing my account for " at least 48 hours '' and needed to be connected to fraud department to resolve the situation. After being asked for my full social security number and explaining the situation, I was told I needed to be connected to the debit fraud department. After holding, the next person that answered seemed to have a poor connection and was possibly using a speakerphone. After again moving through the identity challenges and explaining the situation, the call was disconnected. As the person on the other end had, once again, gone through the identity procedure they knew full well to whom they were speaking and had access to the contact information necessary to call me back. They chose to do nothing instead. I find this to be unacceptable. They knew the problem and who was experiencing it. It took nearly 30 minutes to be connected to that person and they made no effort to resolve the situation nor get back into contact after their phone system failed. The larger issue here is that while U.S. Bank is ostensibly trying to protect themselves against fraud, they are failing at it at the customer 's expense. The entire point of online security is making sure actors that should not have access do not while also allowing access to people that should have access. In the same vein, banning all cars from roads to make roads safer is not a solution to road safety. At no point did any of the three people I was shuffled between apologize for the problems created by their staff nor was I offered compensation or a resolution. One person I spoke with said after they decide to allow me to access my deposit account funds again on an arbitrary timeline that I should wait " an additional 25 to 26 hours '' before attempting to use XXXX feature on usbank.com again. That seems to me like a very specific number of hours to wait and is evidence of U.S. Bank being well aware of this issue. Instead of resolving the problems with their own fraud detection, they have provided guidance to their customer service personnel around what to say to an aggrieved customer. I don't think any customer should be subjected to " at least 48 hours '' of not having access to their FDIC protected funds due to failures of U.S. Bank 's failings in fraud detection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened an account ( US Bank XXXX XXXX ) with the bonus offer ending on XX/XX/XXXX. The promo code while opening the account was XXXX. After meeting all the requirements, the company XXXX US Bank ) is not honoring their bonus payments. A customer service representative from the bank confirmed that I have met all the requirements on a phone call ( XX/XX/XXXX ). When I called today ( XX/XX/XXXX ), I have been receiving vague excuses from the customer service representative about why the bonus has not been paid out. One representative mentioned that the account was not funded properly since the money was transferred from a different bank. Meanwhile another representative mentioned that since I received a personal checking bonus, I was unable to qualify for business checking bonus. Another representative sent me a flyer from the previous quarter XXXX. Since, I am getting vague excuses, I would like to file this complaint and have US Bank honor their original bonus terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47304
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: U.S. Bank new account promo code " XXXX '' for {$400.00} bonu $ offer accepted, confirmed, applied upon opening ( eligible status ), now refuses to pay due to some technicality not made known at opening or anytime after, which cost consumer one or more bonu $ offer $ with other financial institutuions!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
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 phoned Fidelity on XX/XX/XXXX to report a fraudulent charge on my Fidelity rewards Visa credit card. There was a charge of {$4000.00} made by an art gallery in XXXX XXXX that I have never been to. I noticed the charge on my XX/XX/XXXX statement as I was working on my XXXX taxes. I told the Fidelity representative when I phoned that I noticed the unauthorized charge from XX/XX/XXXX as I was reviewing my statements while combing through receipts. They immediately cancelled the card and issued a new card and opened the fraudulent charge case. My account was credited initially, but Fidelity put the charge back on my account after deciding to not defend my fraudulent charge claim against this gallery. I was never told the outcome of the claim via email or mail. They just put the {$4000.00} charge back on my account. A representative from the bank card phoned me the day after I submitted the fraudulent charge. I told her I have never been to the gallery or heard of the gallery. She asked me if I buy art and I said yes, but I can not afford to buy art for {$4000.00}. I generally buy art from friends or small local art shows for {$100.00}, never {$4000.00}. I phoned today to follow up on the claim and the Fidelity representative told me that because I told the person ( honestly ) that I do buy art, they put the charge back on my account. I DID NOT BUY ANYTHING FROM THIS GALLERY, NEVER HAVE BEEN TO IT OR HEARD OF IT! Their ruling is completely subjective and unfair. I gave them my honest report of what happened and I have been a loyal cardholder for years. I asked the Fidelity representative ; what if they asked me if I ate food? And answered yes, after disputing a charge for online groceries? The charge by this art gallery was unauthorized by me, Fidelity never protected me when the charge was made- I should have been contacted when the charge was made or attempted by this gallery. It was a suspicious charge and Fidelity did not protect me then and they are not protecting me now. I am furious and plan to write a letter to a fraud supervisor at Fidelity and speak with an attorney. Another question I ponder on the suspicious charge going through and approved by Fidelity- why an even {$4000.00} charge? Art is taxable and the charge they approved was even. They have a terrible fraud/alert system in place, and they need to protect their clients.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I opened a checking account with US bank in XXXX, XXXX, & used the following promo when doing so : Open a new checking account by XX/XX/XXXX to receive your bonus, set up two or more direct deposits totaling at least {$3000.00} to earn {$300.00} or {$6000.00} or more to earn {$500.00} and enroll in online banking or the U.S. Bank XXXX XXXX within 60 days of opening your account. ' U.S. Bank is your trusted partner. Rest assured : We put trust, ethics and our clients first in all we do. We're proud to be named one of the World 's Most Ethical Companies by the XXXX XXXX for the eighth year in a row. Don't wait! This exclusive up to {$500.00} bonus ends on XX/XX/XXXX. Use code XXXX when you apply. Before opening the account I called US bank customer service to confirm I was eligible for the promotion they mailed me, and was told deferral representatives that I was, & went ahead and opened the account. I have called at least 20 times since then to confirm the promotion was applied to my account, confirm I met the requirements of the promotion, that I would wait up to 60 days after meeting the requirements to revive the {$300.00} promotion, & finally several times during the last week of XX/XX/XXXX that rest assured the funds will be deposited in your account no later than XX/XX/XXXX. When this didnt happen I called back again on XX/XX/XXXX to ask why and was told a ticket had to be submitted but I would receive the funds by Wednesday of that week. That didnt happened and I called back to inquire why, and was told another ticket had to be submitted because the previous tickets I was told were submitted actually were not. Finally a ticket was created with the case manger being : XXXX XXXX XXXX Customer Care SpecialisXXXX O : XXXX | M : | XXXX I was told not to worry that she would investigate and resolve the issue. I didnt receive any updates and called again only to be told that XXXX XXXX reviewed it and requested confirmation of my promotion. I explained that I no longer have it but could possibly locate a picture of it & submit that, which I did. After submitting the picture to XXXX via email I was told since the picture doesnt display the entire promotion and my name at the top, I was ineligible for the promotion and it wouldnt be applied to my account. I called back to discuss this with her on the phone but was unable to reach her and had to speak to a different representative. I asked how this is fair when I confirmed my eligibility before opening the account, ensured the promotion code was applied to my account, & have been working with the company for several months to confirm Ive met all the requirements of the promotion, and to rest assured that the funds will be deposited into my account, again with the most recent promise being XX/XX/XXXX, only to now be told I wasnt eligible for the promotion. The representative stated that their is no way they can confirm a customer is eligible for a promotion or not, anyone could share those codes with others, and she wishes she had a magic button she could push to fix it but she cant. I asked if there was anything they could do, or apply any current promotions and was told the same thing. I then brought up submitting a formal complaint with the CFPB and possibly contacting a lawyer, & still nothing could be done. Please help. This is a horrible experience and companies shouldnt be able to promise promotions to their customers only later to find out theyre not applicable, & to be treated so poorly during the entire process. I truly help youre able to help me, provide better training for those employees, & try to prevent this from happening to others. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63146
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have previously reported card as fraud that showed up on my credit report. As previously stated she used my name and credit to get the and the bill sent to her mailing address and I recently discovered this. I have called Elan twice and told them I didn't even know what the credit card number is I told them my mailing address and they admitted it was not same what they had. They told me I would not responsible for this but yet they have send me a bill for over {$14000.00}. Hope you can help me this. XXXX XXXX XXXX XXXX : I have attached a copy of the police report I filed. I actually met with the detective today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: US Bank closed my account. I cant access funds and I need to pay my rent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A