Date Received: 2023-04-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I would like to make a request for assistance on a disputed matter on my State Farm US Bank Visa card. First I must make a complaint pertaining to how I was addressed and handled with a person at the consumer assistance line at State Farm US Bank Visa card. I called the assistance line at XXXX the first time back on XX/XX/2022. I was requesting verification of the exact amount of my balance because I was using another Bank Card balance transfer program. I knew that my balance at the time was {$10000.00}. The lady I spoke to did not know how to properly compute my balance and I wanted an accurate answer, that is why I called. She said she had to add my Extend Pay balance to my regular balance and she said my balance was {$15000.00}. I tried to talk to her and suggest that was incorrect and that my Extend Pay balance was already included in my posted balance. She said I was incorrect, I tried to explained to her why she was incorrect. She then said, " If you know the balance why are you bothering with me? '' I asked her why she was talking to me in this manor. She did not answer me. So I just hung up and hoped I was using the exact balance, which I was. She had either a very egotistical manor or just did not like where she was. Today I called to inquire why my Extend Pay balance was showing only {$3000.00}, round figures, when their website said that the Extend Pay usable balance started at 50 % of total credit line, and I only had {$1200.00} on Extend Pay. Again the lady who answered the phone had the same exact attitude of the lady I spoke to in XX/XX/2022. She would not answer my question. She just kept talking over me while I was talking. I explained that I would like to send US Bank a copy of the screen I was looking at on their website by either email or text, and she said she was not going to give me that information. Now I had made a commitment to a contract that I had with my XXXX XXXX XXXX based on what the website said. I told her that but she said she did not care. I requested to talk to a manager, she then put me on hold for XXXX minutes. She came back to me and said they were very busy and would take XXXX or more days for someone to get back with me. I asked if she said 3 days and she told me " I don't studder, yes 3 days, " So I just said good by. About XXXX minutes later I received a return call from a gentlemen. When he first started to talk to me he was very apologetic and respectful. But he would not even give me a chance to tell him the information. I then asked if I could say something. He said, go ahead, very sarcastically. I asked him why they are not honoring the terms the terms on their website. He said something but I did not catch it as I am hard of hearing do to Military action in XXXX. So here I sit I actually made XXXX commitments which I was depending on Extend Pay to give me time to pay for the Home Warranty and a set of hearing aids which I so desperately need. The people at US Bank have put me in a very bad situation. Now I would like to apologize for my self, as I thought I had disconnected the call on my cell phone with the lady I first spoke to today, and it did not disconnect and she heard me say something rude that did not intend for her to hear. Thank you for any help you can give me, XXXX XXXX XXXX. Contact XXXX Your submission has been received and a XXXX representative will be in contact with you soon! This a description of what took place. I sent this to XXXX through their " Contact Us '' feature on their website. I have not heard from them in anyway. '
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: 1 ) I have made several complaints regarding US Bank pulling my credit with XXXX without my permission on XX/XX/XXXX. Please note that this pull was not due to any fraud, as stated by US Bank. US bank also failed to properly investigate the inquiry dated above. I talk with US bank about a upgrade and the creditor that will be used to apply ( XXXX ) for the Upgrade in XXXX of XXXX, but never authorize the financial institution to pull credit due to a hard inquiry and the creditor that they will use to pull credit. As a secure credit card customer US Bank has pulled my credit as a soft pull to see what is reflecting on my credit reports and then will use the the credit report that was reflection unauthorized and outdated information. In XXXX of XXXX I had a credit score of XXXX with XXXX with all credit obligation paid on time and as agreed. US bank failed to use this creditor for the upgrade. US Bank is also well aware that my previous missed payments was due to economically disavagtages, sickness, and the pandemic which my small business suffered drastically. ( Please see attached ) In XXXX of XXXX my credit obligation was not delinquent per your statement in response dated XXXX, XXXX, XXXX. 2 ) I was not aware of any notices of overdrafts and or payments owned on credit credit due to the deactivation of all accounts. US Bank deactivated my online banking and closed my checking account without proper notice.When deactivating my account I was not able to sign in to on line banking to retrieve any documents nor see any payments that was owned. I was aware of what due when receiving the response from XXXX of the XXXX on XX/XX/XXXX. US Bank failed to give me time after I was informed of the payment in the letter dated XX/XX/XXXX all documents attached to response I never received in the mail nor online banking. ( Please see attached ) Bank closed account in retaliation of complaints. XXXX ) During a brach visit in XXXX CA Customer service rep stated that my account was overdrawn due to a {$3.00} payment to RING. I didn't request any payments to go through if I didn't have money to cover the payment. I have always declined overdrafts protection to prevent from paying excessive fees. Bank closed account in retaliation of complaints. XXXX XXXX US Bank has failed to send me credit card statement with all made payments on the account. I have requested this from the CEO via email and have tried to request from customer service several times. ( Please see attached ) 5 ) US bank stated it closed my account due to none payment while I was sick and offered help via letter sent with response complaint but failed to provide the help on the account when I called to let credit card services aware of my sickness. Please explained what was the difference in XXXX and XXXX of XXXX? ( Please see attached ) 6 ) US Bank also disallowed me from making smaller payments on the account and transfer to and from the account. Please see attached. Please see error messages that will pop up when I was attempting to log in my account. On page 2 of complaint dated XX/XX/XXXX paragraph 5 states that no further payments is not required but US Bank still reflect the bad credit debt to all 3 major credit bureau and is currently reflecting on my credit report of payment owed of {$85.00} and negative payment for 60 days. Please explain why secured card customer don't have same services as regular credit card customers. we are just as important as we are trying to reestablish for economically, to start business and purchased homes for are family. US bank secured card is a way for the bank to make money off fees and annual memberships
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/2023, Social Security deposited a check in the amount of {$16000.00} in my XXXX ( XXXX XXXX XXXX ) account. The bank that handles this is US Bank in XXXX XXXX, MN. I set up a checking and savings account independently with XXXX XXXX XXXX this institution, who, at my direction, initiated a bank-to-bank transfer of {$10000.00} from my XXXXXXXX XXXX XXXX to my newly established XXXX XXXX checking and savings account. XXXX XXXX was instructed to deposit a certain amount in checking and the balance in savings. On or about XX/XX/2023 this transaction occurred and was executed. XXXX XXXX XXXX card and US Bank reversed the transfer and failed to complete the transfer as directed by me. I have called XXXX XXXX XXXX at XXXX and am told that there is no mechanism for me to move my money from their institution to my new bank. When I call US Bank, they have no record of my account with XXXX XXXX even though I have been receiving statements for the past XXXX years with their bank name in the heading. I have been told my attempt to transfer these funds are the subject of a fraud investigation. No CSR at this number or their supervisors can assist me in giving me the XXXX money I worked decades for. I have talked to first-level CSRs, their immediate supervisors, and a resolution specialist and none of them appear to have the ability to release my funds. As a result, my new XXXX XXXX account now has a restriction on it jeopardizing access to deposits of future Social Security payments and any other funds deposited to my new XXXX XXXX Account. There is no publicly posted method to execute any bank-to-bank transfer, the phone number listed on their website at https : XXXX listed as the phone number of U.S. Bank really was to XXXX XXXX XXXX There is no process to file a complaint about poor or non-existing service on that website, and no method of moving money except to another XXXX XXXX. None of the people you talk to are able to solve this problem I am seeking to have my money removed from XXXX XXXX and put into the account of my choice immediately at XXXX XXXX XXXX. Please let me know what documents you require of me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Sunday XX/XX/XXXX, I noticed I had multiple missed calls from ( XXXX ) XXXX with Caller ID as USBANK, with another call coming in, I answered. The person identified themselves as XXXX XXXX with the Fraud Dept. He said there was a fraud transaction on my account and he was calling to assist in the investigation. He had explained that I would need to submit a payment through XXXX to trace where my money went. He told me that by doing this would get my money back within 48 hours, but if I didnt, I wouldnt get any money back. He said it is bank policy and is an obligation of account holders. At that point I received the request for payment through XXXX on my USBANK app, the first request came from XXXX XXXX XXXX, the next being XXXX XXXX, both requests were for {$820.00}. During this time, he was rushing me to complete the transaction as soon as it was completed, the call was disconnected. I immediately realized something was wrong & called USBANK Fraud Dept, they confirmed a representative from USBANK did not call me. She explained that I would receive a provisional credit to my account within 72 hours while they investigated my claim and had up to 10 days to complete. I was told that I would get a form in the mail to fill out & return. However, I did not receive any credit or forms, so on Friday XX/XX/XXXX I called USBANK again to check on the status of the situation. I was informed that my claim was processed incorrectly & that the claim would need to be resubmitted, this was 6 days after I first reported the claim. Again, I was told the investigation would take 10 days and I had to complete a form & return it as soon as possible. This time I received the form within 72 hours & took the form to the XXXX XXXX XXXX along with FTC Report # XXXX & XXXX Complaint that I filed. I also provided names, addresses & phone # s of reverse searches that I made myself online using the phone number listed on the XXXX Request, of who I believe may have been involved. A few days later, I received a letter from USBANK dated XX/XX/XXXX stating the transaction posted as requested, and my claim was denied. The letter also said that it is my right to request documents used in the investigation, providing a number to call to make the request. On XX/XX/XXXX I called the number given by USBANK to have the document mailed to me, after being on the line for more than 30 minutes & being transferred around from dept to dept, each representative not having a clue as to what to do or what I am even inquiring about, eventually the call was disconnected. By then, I decided to go to the local branch located at XXXX XXXX XXXX in XXXX, to request the documents in person. I spoke to Client Relationship Consultant XXXX XXXX, who told me there is no such document to request. I asked if I could get a print screen showing that there is not any paperwork, again she stated there were no documents. This confused me, since I was told in writing that they would be available to me upon request. It doesnt seem like USBANK representatives even tried to help me to retrieve any loss. I reported the situation immediately, per bank policy, twice, within time restrictions. I dont understand why the transfer could not be stopped, I received a notification stating that the deposit wasnt completed until XX/XX/XXXX. I trusted USBANK to investigate and go through their own error resolution obligations, at this point I know no one attempted to review my claim or the information that I provided since they can not provide me with any proof otherwise. USBANK is obligated to follow the law regardless and they chose not to follow standard procedure. I received no benefit from this transaction, I was sent a request for payment under false pretenses. I am asking for assistance in resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92345
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account ending with XXXX with US Bank on XXXX XXXX. I finished all the requirements for the welcome bonus. However, I have not received the {$400.00} welcome bonus even after the waiting period. I contacted US bank and was told I had met the requirements, but they still did not pay the bonus after several weeks. I listed the bonus requirements below for your reference. " U.S. Bank is offering a bonus of {$400.00} when you open a new Silver, Gold or Platinum Business Checking account and complete the following requirements : Use promo code XXXX XXXX {$3000.00} within 30 days of account opening and maintain that for at least 60 days Complete 5 qualifying transactions within 60 days of account opening Enroll In the U.S. Bank Mobile App or U.S. Bank Online Banking within 60 days of account opening. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43017
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: LONGTIME USBANK CUSTOMER AND HAVE BEEN ABLE TO ACCESS MY ACCOUNTS AND PAY MY BILLS, TRANSFER, ETC. ABOUT 10 days ago on line I had to put in a password for a debit card. I have NEVER owned a debit card or even wanted a debit card. Long hours spent on phone & in person bank & thought situation resolved but then I was asked to receive a TEXT. I do not TEXT - I do no text and I don't want to text. Yesterday a young. woman at the XXXX & XXXX XXXX branch ( CA ) was trying to help me. I was treated as though I was an old relic from the dark ages. She was impatient. I have not been able to pay my bills. I am XXXX and there is little or no tolerance for my technical inability. I get frustrated easily and then the entire process exhausts me. I particularly object to being treated by anyone disdainfully and strongly believe that intuitions and companies find other ways. to deal with these issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90049
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I opened a credit cart though XXXXXXXX XXXX in XX/XX/XXXX, card number ending in XXXX. I made all payments on time and did not go over the limit. On XX/XX/XXXX, a letter was mailed to me from " Elan '' card member services ", Authentication dept, which is the creditor and the issuer of the credit card.The letter stated that my account is closed and I have 15 days from the date of the letter to fax my ID, SS number, last 2 years of tax return and 2 months of bank statements in order to re open my account. When I called to inquire I was told that my identity needed to be authenticated and once the information is submitted, my card will be open again.I faxed all documents on the 15th day XXXX.I called the next day, and was told by the customer service agent that the documents were received but they chose to close my account anyway.The agent could not disclose the reason for closing my account and advised me that I will get a letter by mail explaining the reason. I recieved the explanation letter stating that inadequate documentation was recieved ( which is not what I was told by the agent on the phone in addition, all required documents were sent, I have copies of the fax transmission ), due to suspected fraud. FRAUD??? I own 11 income properties and used the credit card to pay for 3 new AC and for a roof at my own home.I make all payments through my XXXX account that is linked to the same online profile as the credit card. The account closure affects my credit report in a negative way, without a fault my own, in addition, I am now required to pay off the credit card without having the benefit of a credit line after pay off. I have few other credit cards form various banks, I never missed a payment on any of my loans or credit cards and I never had to experience this kind of treatment from a credit card issuer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a status of the last complaint with US Bank service. XXXX I am receiving confusing information from the bank. When they call and I speak to representative about the Maryland HAF program status, they state that I need to reject the loan modification and then they would be able to accept the funds. I already did that and confirmed that they would move ahead with HAF program. I came home and received the same loan modification documents to sign and return prior to XX/XX/21 stating that my loan would be increased from 24yrs remaining to 40yrs. And no mention of HAF funds. I am unable to resume payments because they are not responding with required data to accept the HAF payment in my behalf. Is there a mediator that can help me? I dont want to lose the opportunity to use HAF funds ( loan ) or lose my home. Signing the loan mod means I would no longer qualify for HAF.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB : We were defrauded by US Bank and are seeking damages. After promising to provide a modification/refinance solution during the Covid forbearance period for our 1st and 2nd mortgages secured by our personal residence, U.S. Bank is refusing to modify/refinance our 2nd mortgage post forbearance. in XXXX of XXXX, we placed our 1st and 2nd mortgages, both with U.S. Bank, on forbearance due to Covid. Before we submitted the forbearance application, we asked what would happen after they were removed from forbearance, and we were informed that the loans would be modified and might even include a reduction of principal ( if our income was lower at the time of forbearance resolution ). We were subsequently assured of this multiple times verbally and in writing throughout the forbearance period. In XXXX of XXXX, we proactively applied, at our local U.S. Bank branch, for a refinance that would combine the 1st and 2nd mortgages into a single mortgage at the current interest rate, which was 2.75 %. In XXXX of XXXX, we were denied the refinance that would combine the XXXX mortgages, so we filed a case with CFPB. In a letter from U.S. Bank dated XX/XX/XXXX, and in response to the CFPB case, we were informed that the XXXX XXXX would not allow the mortgages to be refinanced while they are in forbearance ( we doubt this was accurate ) and that U.S. Bank would work to resolve our situation after the mortgages were no longer in forbearance. We believed this to mean that they would modify/refinance after the forbearance period ended as was confirmed verbally over the phone. On XX/XX/XXXX, we received a letter confirming in writing that an eventual modification/refinance post forbearance would occur. In Late XXXX, we requested our mortgages be removed from forbearance. We submitted " loss mitigation '' applications at that time and we complied with all requests for information for both mortgages. On XX/XX/XXXX of XXXX, our 1st mortgage was approved for a modification which resulted in a lower int rate ( 2.875 % ) and much lower payment ( XXXX amortization ). We were satisfied with this resolution and looked forward to hearing about our 2nd mortgage. On XX/XX/XXXX, after 14 months of delays that were US Bank 's fault, we finally received notification that our 2nd would NOT be modified or refinanced AT ALL and that our only option was a " short sale ''. We were shocked because we expected a loan modification/refinance similar to our 1st. Very early on we acted in good faith to proactively resolve the forbearance with a refinance that would have resulted in a combined mortgage at 2.75 % int. and a XXXX amortization, but were denied. During the process, we complied in a timely manner with all application forms and information requests. Our financial situation has improved and is now better than it was when our first mortgage was modified, so there is no reason they should treat the 2nd mortgage any differently than the 1st mortgage. Due to US Bank 's lies and deception, we have been defrauded thousands of dollars. The amount of the fraud will increase every month going forward ( upwards of {$450.00} depending on interest rates ) until this is resolved. We request your help in resolving this and recovering damages. Thank you for your assistance in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55408
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I saw a promotion to receive {$500.00} after opening a US Bank Business checking account by XX/XX/. The promotion states I must deposit {$3000.00} within 30 days of account opening in order to receive the promotion. I went to my local US Bank branch XXXX XXXX XXXX and opened a XXXX XXXX XXXX account with an opening cash deposit of {$100.00}. The account was opened, I received login but the bank to bank transfers on their online portal was XXXX. I was sent an email by US Bank to make a deposit to activate the account by emailing XXXX with the deposit form which included XXXX and Routing info or to mail it to their po box XXXX I emailed the form on XX/XX/XXXX. On XX/XX/XXXX I received an email back stating the routing number was incorrect ( I left off a digit ). I corrected the form, emailed back XX/XX/XXXX and am still waiting till this day ( XX/XX/XXXX ). I emailed again today. I believe they are intentionally delaying responding so that they go past the 30day window so that they won't have to pay out the {$500.00} signup bonus. I see this as a form of fraud to get new deposits by using advertising one thing but not following through or purposely making it impossible to get by no fault of my own. I believe after the 30 day window passes, they will likely accept my {$3000.00} deposit and will try and get customers like me to keep it there for 60days and then fail to pay out the {$500.00} because the money was not deposited within 30day. Can you please investigate this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A