Date Received: 2023-04-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have filed numerous complaints with the 3 credit bureau 's about my State Farm credit card issued by US Bank. US Bank is reporting to them every month that I am over the credit limit. It appears to me that US Bank is selectively ( profiling ) minorities by indicating that I am over the limit to all three credit bureaus. They are selecting what to report instead of reporting accurate account information to the bureaus. I have never went over the credit limit on this account. I have made numerous attempts to resolve the issue with US Bank by requesting a status update letter. However, the letter does not indicate the credit limit. I do believe that they are not practicing in good faith as it relates to addressing concerns of minority Americans. I believe they are targeting minorities by reporting inaccurate information to the credit bureaus every month. I called US Bank and asked them would they tell me the day that my credit card was over the limit or even when I owed {$5000.00} on the credit card, both supervisors that I spoke with told me that I was never over the credit limit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Banks failure to disclose the additional Wind and Hail Insurance monthly escrow payments exceeded the income/debt ratio of 28 % for me at the time of closing. That is the ratio used by most banks for loan qualifications unless U.S. Bank has different rules. US Bank failed to disclose any Wind and Hail escrow deposit required at closing costing me an additional escrow payment of {$1700.00} 8 months after closing. Prior to closing I ask several times if the additional wind and hail policy was required by US Bank and was told by XXXX XXXX on more than one occasion that it was not required. He told me that it was not required because my home was not located in a flood zone. I am attaching an email from XXXX XXXX @ US Bank telling me that that the wind and flood insurance is not a requirement. That answer sounded reasonable, so I did not question it after that. That was the end of it as far as myself and US Bank was concerned. However, after realizing the potential risk I decided to purchase the wind and hail policy on my own. I set it up on quarterly payments to allow me time to save up for the payments. I relayed this message to XXXX and told him I would send him a copy of the policy just for the record. I was unaware that he submitted my wind and hail policy to underwriting until about a month ago when I called him and ask what was going on with my increase in payments. This has now caused me to bring into question the trust I thought I could have with US Bank and possibly their intentions to get my loan closed and on the books. I am attaching a copy of the closing statement details on my loan # XXXX. I attempted to resolve the shortage issue with the mortgage department but was denied and sent a letter citing a VA requirement that the funds for the additional insurance had to be held in escrow. I have included a copy of the letter. XXXX XXXX XXXX in the mortgage department is my only contact at U.S. Bank, he was my closing processor. I am attaching a copy of the letter denying my request to not have the wind and hail insurance to be held in escrow, signed Escrow Department. I have included a copy of the letter. I am an active XXXX XXXX XXXX license # XXXX in the state of North Carolina and a retired military veteran with over 22 years on XXXX XXXX. Your assistance in resolving this matter would be greatly appreciated. Encl : ( 1 ) XXXX XXXX email stating wind and hail not required Encl : ( 2 ) Closing statement page 2 from XX/XX/XXXX Encl : ( 3 ) XXXX XXXX XXXX XXXX XXXX dated XX/XX/XXXX showing Current Payment Plan ; Quarterly Direct Encl : ( 4 ) US Bank denial letter dated XX/XX/XXXX signed escrow department Respectfully, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My account is set up to limit communications to by phone ( voice only ) or email due to my XXXX limiting cell phone use precluding texts. Today they sent me a text that looked like spam so I went to login via personal computer ( how I always access ). I will attach the XXXX of that screenshot telling me they had disabled my account. I called and the person said nothing they can do for me to look to see signs if I was hacked since they ignored my communications needs and I can only do in a way that does not work for me. Seems like not ADA compliant besides behaving as if my account gives me no rights to monitor them. They said it was due to an audit they were doing -- shouldn't customers be notified of audits on their account before it happens?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: On XX/XX/2023 at XXXXXXXX XXXX I received a text from US Bank providing a code " US Bank Alerts : XXXX is your code. Do not share this code ... '' I thought it was odd as I hadn't logged into our account. However, at XXXX XXXX I received a text that my credit card account password had been changed. I logged in through my phone and it seemed fine ; however, I logged in by my computer and, in fact the password had been changed. I immediately called the customer service phone number on US Bank 's website and was told " you'll need the State Farm department '' ( State Farm was the previous issuer of the card ). They transferred me to that department and I was met with " we are closed our office hours are ... ''. I hung up and called the number on the back of the card. I informed the customer service agent they have a breach as someone was accessing my account. The agent transferred me to another agent who walked me through changed the username and password on the account. However, had no explanation as to why or how someone had access to my account. I asked to be transferred to the security group and was assured they were the person that could assist. However, no information was taken nor asked for. I reiterated many times this is a security breach and was dismissed many times. I hung up and called back. Another agent assisted and suggested cancelling the card. I again told the agent you have a security breach. Nothing was done other than the agent suggesting to report the card as stolen. I told the agent I wasn't concerned about the card ; I was concerned that someone had access to the account, the information on the account, my SSN, my address, my phone number, my email address... etc. The call ended with nothing done. I had a previous interaction several years ago that XXXX XXXX XXXX had assisted with. I sent an email direct to him. He is listed on XXXX as Vice Chairman | Technology and Operations Services at U.S. Bank. No reply by XXXX XX/XX/XXXX. I emailed XXXX XXXX who is listed on XXXX as Information Security Director as well as emailing XXXX XXXX who is listed on XXXX as Vice President, Information Security Director at US Bank. I had a call back from a XXXX at US Bank at XXXX XX/XX/XXXX. XXXX was confident the issue was that someone had randomly gained access to my account as all cards are accounted for. I was on the phone for 55 min with XXXX. XXXX transferred me to a group that had a new card issued ; however, nothing was done about the breach. I explained over and over my concern is that someone has had access to ALL of my information. Nothing was done. I had new cards issued. Total to this point I had spent roughly 2.5 hours on the phone with US Bank with no results. The next day I received an email confirmation from the Executive Offices of US Bank that my email to XXXX XXXX XXXX had been received. I believe it was on Tuesday the XXXX I received a call from the customer service group inquiring why I had rated their customer service so poorly. I explained the entire thing again - again stating " You have a security breach ''. The person said they'd pass my information along. Add an additional 30 min so far. On the same day, the XXXX I noticed our Rewards ( this is a rewards credit card ) was wiped out. I thought, ok, they've placed the rewards in suspense until the new card arrives and is activated. The new card arrived on XX/XX/XXXX. I activated it ; however, the rewards did not transfer back. I gave it several hours before calling thinking it may need a bit to transfer to the new card. Not seeing any change I dug the rewards account to find that the rewards had been redeemed on XX/XX/XXXX, same day as the breach, to a XXXX XXXX Account ending in XXXX. I contacted the rewards group asking where I rewards were the response was we redeemed them. I said it wasn't us that redeemed them. They placed a fraud request in to their Rewards Fraud group. From XX/XX/XXXX until today, XX/XX/XXXX I have heard nothing from US Bank. In the meantime, my account was compromised, information was leaked and crickets. Today, I had a call from XXXX from the president 's office at US Bank. The information that XXXX had was incomplete as she apparently hadn't been briefed on the breach ; instead began by the Rewards fraud. I explained the whole thing all over yet again. Insisting US Bank has a security breach. I was told repeatedly that US Bank 's internal fraud group is managing the issue but could not tell me what, if anything was being done. I asked several times if the FBI or law enforcement had been contacted and was met with " I can not tell you what is being done ''. US Bank has had a full 10 business days to run an investigation, even with me providing them the information that the rewards were redeemed and transferred to a XXXX XXXX Account ending in XXXX and they have as of today done nothing. I ask the CFPB to intervene to initiate an investigation into how someone was able to gain access to my credit card account, change the password, and redeem rewards dollars all with avoiding US Bank 's own security measures. Thank you. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I signed up for US Bank 's XXXX XXXX checking account using a promo code XXXX. At that time, this promotion offered {$400.00} if I deposited {$3000.00} of new funds within 30 days of opening the account and keep it for 60 days, enrolled in online banking, and made 5 debit card purchases within 60 days of account opening. I have a screenshot of the offer page that show these terms, this promo code and that the offer is valid through XX/XX/XXXX. There is also a contemporaneous blog post that noted on XX/XX/XXXX that this same promo code had extended its expiration date to XX/XX/XXXX. I was approved and opened a XXXX XXXX checking account on XX/XX/XXXX. I've completed all the three offer terms above ( other than needing to wait a few more days for my $ XXXX deposit of new funds to have been maintained for a full 60 days ). Today, I asked US Bank to confirm that I would receive my bonus as expected. They, however, informed me that their system showed that my promo code expired in early XXXX and that I was not eligible for any bonus. I responded that I had a screenshot of the offer and could prove that it was valid until XX/XX/XXXX on the day that I signed up for the account. But US Bank refused to investigate and instead asserted that I would have to wait at least 105 days from the deposit of my $ XXXX funds for them to even inquire as to my bonus status. This is ridiculous for two key reasons. First, my dispute is whether I am eligible for the {$400.00} bonus associated with the offer at sign up. US Bank confirmed it believes that the code was expired, but it was not. There is simply no reason to delay resolving this issue and reviewing my clear proof that the offer was not expired and that I am eligible for the bonus. Second, this is clearly an attempt by US Bank to force me to continue to abide by their offer terms when it seems like they have no intention of honoring the bonus. By refusing to confirm that I'm eligible for the bonus, they are placing me in a catch-22. I either keep my funds there for another 45+ days to satisfy the terms of my offer ( even though US Bank won't award the bonus based on their system glitch ) or I withdraw my funds now given their bad faith actions but give them an excuse to say I didn't complete all the required terms of the the disputed bonus. It is ridiculous that that US Bank can refuse to confirm bonus eligibility for entirely nonsensical and arbitrary reasons. I will note that my husband signed up for the same account in late XXXX. He too had issues with US Bank refusing to honor its bonus and was only awarded the bonus he earned after 5+ calls with different agents ( all of whom agreed the conditions had been met ) and filing a complain with the CFPB. I should have known better than to bank with them again after that experience. So I am submitting this complaint to get the CFPB involved as soon as possible to avoid another long protracted battle over US Bank honoring its checking account offers. I suspect others have been similarly mistreated and would hope that they are made whole too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My XXXX statement from US Bank indicated a payment reversal debit adjustment of {$1200.00}. This was for a check written on my account with XXXX XXXX on XX/XX/2023. I received a cancelled check from XXXX XXXX showing US Bank received the check and they cashed the check. The copy of the check ha the US Bank endorsement. I have verification from XXXX XXXX. That the funds were taken from my account. Thus US Bank received the funds did not give me credit for payment and they have keep the funds, in affect stealing my money. I have contacted customer 6 times with no satisfaction. We had a conference with US Bank and XXXX XXXX last XXXX and were told no one was there who could deal with the issue. They did ask that we forward our documentation to them. I informed them that the documents including the cancelled check with their endorsement was faxed on XX/XX/XXXX. After a delay of approximately 15 minutes ( on Hold ) they acknowledged receipt. They informed the representative from XXXX that a supervisor would contact me either later on XXXX XXXX XXXX. No contact has been made. US Bank has my money and I want it back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Auto loan opened without authorization due to Identity Theft. Reported to all 3 major credit bureaus as well as Elan Financial and they have refused to accept and remove. I have provided police report as well as identity theft documentation from the Social Security Administration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73072
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: We have an automatic withdrawal coming out of our checking and into our daycare providers account weekly. The start of XX/XX/XXXX the auto withdrawal started to not work after 2 years of no issues. It would double pay some weeks and then skip other weeks. I have called the US banks customer service line 3 times. Spending over an hour on the phone with them each time with no resolution. I have tried the last 7 days to cancel this transfer but the US banks site has been down. I called to let them know I couldnt cancel this online due to their site not working and they told me to go into a branch. So today XX/XX/XXXX I went into a branch for 45 minutes with still no resolution. They told me there was nothing they could do for me to stop this withdrawal from my account. We are switching daycare so I need this resolved ASAP. I have never in my life been treated so poorly or have felt so helpless with my own banking. I am beyond frustrated that no one will help me. I just want to cancel this automatic withdrawal so I can be done with US bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50315
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Upon opening the account the week prior, I specifically noted that i would be linking my card to XXXX and purchasing crypto currency. I was told this would NOT be a problem. On XX/XX/2023 I put through a transaction to XXXX for {$1000.00} with my US bank Debit card. immediately received a text message asking to verify the transaction from the fraud department. I verified I DID AUTHORIZE THIS TRANSACTION and it was not fraud. They refused to process the transaction still. I called the fraud department and was told they saw that I authorized the transaction and STILL REFUSED to put the transaction through. They have unlawfully denied an authorized transaction i have made and prohibited the disbursement of my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I purchased an online airline ticket from XXXX on XX/XX/2023 by using my Comerica Bank credit card. I purchased the ticket : a ) in USD currency b ) in the USA c ) from a USA-based website Unexpectedly, when I logged into my online account on XXXX XXXX XXXXXXXX I noticed that the bank had charged me Foreign Transaction Fees in the amount of {$220.00} on the USD amount of the airline ticket. I called customer service and even though I escalated it to a supervisor, they were oblivious as to the reason for the charge and refused to reverse the fees. I'd like to point out that I buy tickets from THE SAME airline company IN THE SAME way, FROM THE SAME website and FROM THE SAME US location at least twice a year. I use various other credit cards, which ALSO do have Foreign Transaction Fees BUT I've never been charged ones. It was the FIRST time I decided to use this Comerica credit card. Of course, the DEFINITION of a foreign transaction fee is when one uses the card internationally in a currency that is DIFFERENT from USD. Neither of these applied in this case! Moreover, that's in violation of the terms and conditions of the card and the definition of a foreign transaction fee. I have receipts and confirmations, and obviously everything is in a USD dollars. It's like if you go to buy a XXXX car from a US dealership and have price listed in the USD and pay in USD via a credit card and then discover that the credit card company charged you Foreign Transaction Fees because, you see, the company producing the car is XXXX. That's would be nothing but fraud! Comerica Bank has illegally and against it's own terms and conditions charged me imaginary foreign transaction fees. Attaching confirmation printout and one of the passengers ticket receipts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94025
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A