Date Received: 2023-03-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: US Bank blocked the use of my account because its a new account, and inconsistences with my address, phone number, and the county I live in. All of which was created by US Bank, and their own doings. I spoken to the fraud department, and the manager refused to let me use my card. I was told to wait for a phone call at their convivence, because calling back will not unblock my account. I'm at mercy of their managers, and whoever is doing the account review. Mind you, I have a life and job. I applied for this card for the sole purpose of it earning 6 % cash back at XXXX. I went to use my card at XXXX on XX/XX/2023, it was declined. I spoken to XXXX from the fraud department that day, he told me everything will be good to go in 5 minutes. I went to use my card again on XX/XX/2023 at XXXX, again it was declined. I spoken to XXXX ( I forgot her exact name ), and she was not helpful. She can't do anything, and her manager wouldn't let me use my card. I logon to my US Bank online account management during the application for a faster application process, and my address it populated, the system refuse to accept. US Bank online application system wouldn't accept my address they have on file, so I have to change the format in order get thru the application process. I did not change the phone number on my account, it was the old work number they have on file. The county I live in is XXXX XXXX, but I guess they want me to lie and say I live in XXXX XXXX, because according to their system that's the the answer they were looking for. I will also be losing {$90.00} in cash rewards because I can't use my card, and Q1 6 % bonus ends in about a week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72764
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Card stolen, bank refused to credit funds, then credited the funds, then stolen the funds and wired them to someone other than the account holder and anyone associated with XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This not my first time reporting US BANK to you, I reported them when they refused to accept payments from the HAF program via housing. After my housing assistance stopped I was still sick from XXXX I was already dealing with a hardship from a XXXX XXXX XXXXXXXX. Which I had to go in to forbearance in XXXX after I ran out of money. US BANK is not a bank that helps customers when they are having payment problems. I have a long time hardship at the moment so I called Us Bank in XXXX due to the continuance of my hardship they put me on a 3 month forbearance plan which was set to end on XX/XX/XXXX. I did some research and I went to Fannie Mae 's website to see what other options and help was available .... I read about the flex modification/ hardship modification the I emailed customer support to tell them about the previous problems and my current situation with US Bank around XXXX. A representative did not contact me till about 2 weeks later, She called me and I missed her so she left a message her name was XXXX, I returned her call but i believe she had left her office so I left a message. When we finally got a chance to talk she told me that I should apply for a long term hardship modification and I need to hurry up and send the application in before XXXXshe said I can see that's when your forbearance ends. She told me where I could locate the documents so I went online found them printed them out and filled it out. US Bank told me I had to call them again to extend the forbearance but I learned my lesson last time, I faxed the modification application about a week or so later they sent my a notice in the in their banking website. When I read it I called them up, I told them what do you mean by is my hardship over? I would not have sent the application if I did not have a hardship, the representative told me they could only help me if my hardship was over. I told her that is not what XXXX told me she said let me educate you on how the modification works. I told her I already read how it works and talked to a representative from Fannie Mae. I also told her during my search that I read US Bank doesn't offer real help to the customers when they need mortgage help. She said, " That's not true. '' I started to tell her I had to report this bank to the FCC for not wanting to accept my mortgage assistance payments, but I was mad at this point I told her I should at least have a trail period then I hung up. Us bank has decided not to contact me about extending the forbreance instead they reported a default on my credit report. I wonder if my race place a part of how they treat me? When I paid the XXXX dollars to catch up with the last forbearance I had with them soon as my account was current they hurried up and put delinquent on my credit file making my credit score plunge. This bank is just like all the rest HORRIBLE I do not have any other account with them because of that fact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85323
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I have made 4 phone calls with promises to be called back from a supervisor on 2 of them with no returned call as advised. They are unable to redeem rewards points in the form of a physical visa gift card as advertised and done previously. They have no ETA for resolution and it has been 3 weeks now since this issue began with my US Bank credit card. They have no explanation and have zero ways to redeem and issue points in the form of a visa gift card as advertised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XXXX is unwilling to replace or solve the money stolen from my gift card. The customer service is awful, and is highly suspicious of a scam. If you look at reviews on XXXX and other websites you will find that multiple people are getting scammed by this business. They ask for your personal information to be faxed to them to get a replacement card which never happens. They hang up on you when you inquire about specific questions. This company needs to be investigated!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: in XX/XX/2022 my account was accesed by an unauthorized individual, funds were stolen from my account. us bank has not remedied this problem. i have filed disputes etc but they were declined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85203
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: A check was deposited amount {$5000.00} on XX/XX/ in my account it was cleared and on XX/XX/ bank closed my account and said you will get this money by cashier check in the mail. Now its more than a month and bank is saying that its in review. I want our money back or sent back to the customer. I have the detailed statement we have requested the bank to give our money back as soon as possible but they didn't hear. Please help us to get our money back. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2023 I applied for a checking account online with U.S. Bank. I received an email that it was currently under review. The following day I called and spoke to an agent on the phone to follow up and I was told that I would have to send required documents to verify my identity. On XX/XX/2023, I submitted scanned copies of my documents to XXXX. On XX/XX/2023 @ XXXX XXXX Eastern Time, I received an email from them stating that my checking account was APPROVED and should wait for a follow up email within 2-3 business days. Days go by and no email received. I followed up and called them on Monday, XX/XX/2023 regarding my approved checking account. The agent from the deposit review department told me that my checking account was turned down. I told her that it was approved. I just received an email on XX/XX/2023. She then transferred the call to her supervisor. The supervisor then told me that the checking account was approved by their first system and then was declined by the second system due to a system error. I told her if they can do anything about it since it is a system error and can be override by a human being. She replied " NO, THIS CAN NOT BE DONE ''. I also told her to review my application manually by a person in their back office and she said again that this can't be done. It's not about your personal info, it's about the system error, she added. This is the most ridiculous thing I have ever experienced in my life. They declined my checking account application due to a system error? and no one can override or at least give a review to reconsider? THIS IS UNFAIR BANK PRACTICE TO CUSTOMERS!!!!! Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98264
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I was notified by XXXXXXXX XXXX ( where I have a credit card account ) that an unauthorized hard inquiry was made on my credit report by XXXX XXXX XXXX XXXX XX/XX/2023. This is fraudulent activity. I froze my credit report accounts through XXXX, XXXX, and XXXX. On my XXXX account, I was able to see the hard inquiry made by US BANKXXXX XXXX XXXX XX/XX/2023 and a soft inquiry made by US BANCORP on XX/XX/2023. It is important to note these inquiries were not reported on XXXX or XXXX. I contacted AAA and they provided me with contact information for US BANK to report the identity theft/fraudulent activity. When I spoke with a US BANK team member, they confirmed a XXXX XXXX had been applied for with my information. Filing a police report was suggested for further documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mine and my husbands information was used to open credit card accounts, purchase items and apply for loans. My credit was frozen so I only received letters about the loan application, my husbands information was used to open accounts and he is still receiving letters for loan applications that can not be processed due to his credit report being frozen. This has been on going since XX/XX/ 2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A