Date Received: 2023-03-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had deposited ample funds to pay my bills for XX/XX/XXXX. After paying an online bill I checked my online account on XX/XX/XXXX at XXXX and found that I had a negative balance. After checking my recent account transactions deposits, I found a check cashed for {$800.00} on XX/XX/XXXX. I did not recognize the transaction and downloaded the image of the check from the bank website. The image of the check showed that it had been altered, the original payee was changed from an institution to an individual name, the original amount was written out and changed to a larger amount and the original amount was changed from {$80.00} to {$800.00}. Also, my signature was altered but the memo section of the check still showed tithes. The back of the check was also accessible online and it was totally illegible as to where the check was cashed and the person signed the back in script. I called the US Bank 1800 line and submitted a check fraud report immediately. I asked if they could tell who was the cashing institution and they said they couldn't. Then the next day on XX/XX/XXXX I went to my bank branch and reported the fraud and closed the account. I asked for my funds to be restored to my account but my bank refused and said they would need to investigate first. A report was submitted by the bank agent on XX/XX/XXXX, but this person did not follow proper submission procedure and so the report was not filled with this bank 's fraud department ( it just sat in limbo!! This person should be retrained!! ), and when I checked on progress I had to make a 2nd report and ask for a re-submit on XX/XX/XXXX with the bank fraud department. In the meantime, The person submitted the forged check again ( same check number as verified by the caller ) at another bank and asked this bank to cash it. This bank called me to verify that it could be cashed and I said, " no! '' and told them it was forged and I asked the caller how they got my name and phone number. The caller declined to tell me and would not tell me where this branch was located. I tried again by telephone on XXXX and XX/XX/XXXX to ask the bank to please restore my deposited money which was taken out by this forged check but they are refusing. I have made a police report, I have copies of the forged check, dates, times and transaction references of the forged check cashing and I need restoration of my funds. I am not a criminal. This time lapse in resolving the problem of this check forgery resulting in removal of my deposited amount has created a financial burden on me and many mental, emotional hardships and I need my account restored to pay bills. This is more than a month later as of this date, this is time enough to resolve this issue with the evidence available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95834
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I was given a gift card issued by U.S bank National Association for XXXX. Card was purchased from a XXXX XXXX XXXX in Arizona. When I tired to use the card it was declined, I went online to XXXX and tried to register my card in case that was the problem and was prompted to call customer service. I called XXXX and was told my card had been compromised and I would be issued a new card. I needed to fax in receipt, my license, phone number, best time to call and a letter stating I was the owner of the card. And that I would need to call 5 business days after I sent the fax and check on the status in order for them to reissue the card. I called a week or so later and struggled to get on the phone with anyone several times. When I was able to speak to a representative I was told that the information I sent in was invalid, that my purchase receipt was actually a purchase or receipt of transaction. The proof of purchase I sent in was a digital receipt. I asked why my prof of purchase was deemed invalid and was not given an information when I asked to speak to a supervisor I was hung up on, after being told a supervisor was not available. I called back and spoke to another representative that directed me to an online portal where I just needed to resubmit my license and card number. I was told that my receipt was actually valid and after resubmitting some information I would be reissued a card and call back in five more business days. I called back tand was told that the issue was being escalated to another department and I will receive a call in five business days. I have not received a call and have no been able to get a card reissued. The customer service has been incredibly unhelpful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I called US Bank to close my checking account on XX/XX/2023, and there was remaining balance of {$1500.00}. The customer service assistant told me that I would receive a check in around a week. After around 1 month without seeing the check, I called US Bank again to check the status on XX/XX/2023. I talked with them for over 2 hours and and was told that they had already sent the check around a week after the account closure. I submitted a complaint to CFPB on XX/XX/2023 and US Bank responded that they had mailed Declaration of Loss form to me on XX/XX/2023. But I still haven't received any useful documents from US Bank yet besides some promotional mails. I trust USPS service in my area because I never miss a letter in over 3 years. I also searched online, there are several victims who have exactly the same experience with me, and some of them still have not got the money back yet. Consequently, I believe there must be some issue on US Bank side related to their mailing system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98033
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX XXXX, 2023 I logged on to the US Bank web site and initiated a payment through their bill payment service to my XXXX XXXX XXXX credit card for {$1300.00}. According to the web site statement data for US Bank, this amount was deducted from my account and was sent to my XXXX XXXX XXXX credit card account as a payment. However in XXXX of 2023, I received my statement from XXXX XXXX XXXX for that same credit card I paid through the US Bank payment portal. According to XXXX XXXX XXXX, they did not receive a payment and were charging me late fees, interest and stating that I still owed the {$1300.00} already deducted from US Bank to pay them. I contacted XXXX XXXX XXXX and was told that they did not have record of receiving my payment and while they would temporarily reverse the late fees, interest charge and principle owed, I needed to contact US Bank and have them send by FAX a transmittal report showing the payment from US Bank to XXXX XXXX XXXX for my account on XXXX XXXX, 2023 for the amount of {$1300.00} which would provide XXXX XXXX XXXX the account information the payment was made from and the account that it was delivered to ( them ) in order to locate the missing funds. XXXX XXXX XXXX was then provided several documents from my US Bank statements showing the payment amount, the US Bank account number and their ( XXXX XXXX XXXX ) account information as the recipient. However, I was told by XXXX XXXX XXXX that this information was insufficient for them to identify and track the payment and that they needed a transmittal report bank to bank and that no other information would relieve me of owning the debt as I could not otherwise prove payment had already been made. I have since called US Bank 7 times ( and while being hung up on three of those times ) succeeded in speaking to a live representative on the other occasions. Finally on XX/XX/2023, after once again explaining to the representative what a transmittal report was and why I needed them to send it to XXXX XXXX XXXX and myself, the representative ( who was uncertain how to handle the request ) elevated my request to her tier 2 representative who began to initiate a dispute. However I again explained to the second representative that I did not need a dispute opened to my knowledge but instead needed someone in the bank with the ability, knowledge and access level to find and fax the transmittal report to XXXX XXXX XXXX. After a lengthy call, I was informed that they had noted my account and placed a request to have a manager call me, which I requested to be done on this upcoming Friday as I would be at work and unavailable to speak with a manager in private at any length until I that time. However, yesterday ( XX/XX/2023 ) I returned home from work to find a message from a US Bank representative who had called and simply stated to call him back with no phone number or name associated. Today, XX/XX/2023, I worked from home in order to be able to make this call back. And after an hour was finally elevated to a manager who would only identify as " XXXX '' who advised me that my account had been commented yesterday with information stating that the US Bank would not or could not provide a transmittal report and because the " dispute '' was closed and confirmed that the funds had been removed from my account with them ( to where I have no idea now ), they considered the matter closed and would take no additional action. I again explained to " Autumn '' the situation and she offered to mail my ( via the USPS ) a statement showing the funds withdrawn from my account but this is not the transmittle report that XXXX XXXX XXXX insists is the only " proof '' they are seeking to show I made payment and that unless I provide a transmittal report I will be stuck repaying the same amount second time, having to pay interest, having to pay late fees and having my APR jacked up to almost 30 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I applied for a balance transfer with US Bank which I know exists. Soon after I was approved I began receiving emails ( from " U.S. Bank " XXXX ). I also received a telephone message. The message was from a " XXXX '' who identified himself as being from the fraud division. I was instructed to call back XXXX. I was to give the application # XXXX ( as I said I applied for a balance transfer ). I have never received any card. A recent email gave an XXXX number to call not an XXXX XXXX. Further, when I dialed the XXXX number I waited online for at least 30 minutes listening over and over again to a recording saying that I would soon be helped but I never spoke to a live person. When I checked the # using XXXX XXXX, the following came up : Scammers claim to be from US Bank complaint ( )... ( ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fraudster Complaints Finances Scammers claim to be from US Bank Complaint XXXX Fedup XXXX XXXX XXXX XXXX XXXX United States They call saying that someone applied for a credit card in your name and they need to verify information, but don't be fooled, they only want to get your information. Comments 1 2 3 Next 0 -1 XXXX XXXX I need to know if this call is genuine and if I should return it again. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Around five years ago, I opened a checking and savings account with U.S. Bank. However, I have since moved to a city where no U.S. Bank branch is available. As a result my account became dormant. However I intend to keep my account open, in case I need further service from U.S. Bank. At their customer service agent 's suggestion, I set up a monthly transfer to prevent my account from going dormant again. This has worked well for multiple years. In XX/XX/2023, I noticed I was suddenly charged a " XXXX XXXX XXXX '' of XXXX dollars. I immediately contacted U.S. Bank. The customer service agent reassured me that they reactivated my account, and they will refund the service charge. I asked them to close my account, but they reassured me that the service charge will not happen again, and I can not close my account before the reactivation is fully processed in a day or two. In XX/XX/2023, however, I was charged the same fee again. I immediately contacted U.S. Bank again. The customer service agent reactivated the account again, and reassured me the service charges will be refunded. In XX/XX/2023, I noticed the service charges have not been removed. I contacted U.S. Bank again, and they told me the account has been reactivated successfully, but they can not refund the service charge. I asked to speak with a supervisor, but they claimed one is not available, but will give me a call back. I never received such call. I contacted U.S. Bank again, and the agent submitted a request to get the service charges refunded. I asked for a reference number but she couldn't provide any. It has been a week and the refund still has not happened. Therefore, I hereby submit a complaint, hoping for a fair resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11217
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I used XXXX to pay for a service from my USBANK ACCOUNT. XX/XX/XXXX I sent {$120.00} XX/XX/XXXX I sent {$350.00} XX/XX/XXXX I sent {$200.00} When I viewed my USbank account Statement instead of the above listed amounts the USbank account listed the following payments which I didn't authorize. XX/XX/ I sent {$1200.00} XX/XX/ I sent {$3500.00} XX/XX/ I sent {$2000.00} I filed a dispute with USBANK and they never responded and never returned my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Late XXXX XXXX applied for and received approval for US Bank Business Credit Card XXXX I SPECIFICALLY applied as a result of their 18 month 0 % APR purchase and balance transfer offer. Approximately first week of XXXX, during what seems to have been system upgrades/updates inside their portal, I was UNABLE to add a payment mechanism to the portal. Believing that a bank with XXXX XXXX XXXX under management would a ) know about it's technology and platform issues, and b ) would rectify them in a timely manner, I presumed, evidently incorrectly, that they were aware of the issue, and would not embark on penalizing its account holders as a result of problems with its site. Approximately one week after payment was due in XXXX, I was greeted to a late payment fee of {$39.00}. I called in and spoke to a lovely woman who I explained the situation and site issues to. I noted while on the phone with her that the issue had been resolved, and processed payment immediately. She also as a result of recognizing US Bank 's technology failures reversed the late payment fee of {$39.00}. Fast forward one month and I'm looking at an unusually high bill on the account. I look at the statement and I'm greeted by the 0 % 18 month intro period disappearing and being replaced with 23.49 % APR. I call in twice today. First, the woman I spoke to placed me on hold for several minutes ( what she called " a moment '' ), and the second the supervisor got on the line, she hung up on me after attempting to verify that XXXX 's name was in fact spelled as XXXX. On the second call, XXXX, who evidently thinks its appropriate to address customers as anything other than Sir or XXXX XXXX saw fit to interrupt multiple times while attempting to notify US Bank of its CONTINUED error stemming from its site errors last month. As a result of US Bank 's continued errors I am now being billed in excess of XXXX XXXX that I am in no way due or accountable to and this needs to be rectified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XX/XX/XXXX Opened new checking account with promo code XXXX which advertised a {$400.00} bonus after qualifying activities. XX/XX/XXXX, Deposited {$1500.00} into account XX/XX/XXXX Phoned US BANK, talked with XXXX, who confirmed all qualifying activities had been completed, and bonus should be arriving. XX/XX/XXXX Phoned US BANK to follow up as no bonus yet, talked with XXXX who again confirmed all qualifying activities had been completed and that I would be contacted in one to two business days. XX/XX/XXXX No contact from US BANK, no choice except to formally file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have spoken to Elan Financial Svcs on numerous occasions about not turning in correct information to the credit reporting companies. I have paid Elan Financial Svcs off and have a credit of about {$30.00}. They keep reporting that I have a balance of XXXX as of today XX/XX/23. My balance was paid 2 weeks ago. They reported to XXXX that my balance is only {$85.00}. I don't have 2 accounts with them, I only have 1, so they are attempting to keep my credit score at a minimum score by reporting one amount to 1 agency and another amount to the other company. Fraudulent reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A