Date Received: 2023-02-02
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I received a prepaid XXXX as a gift from one of my vendors. I attempted to identify its value on the issuer 's website ( XXXX, XX/XX/23 ), but the website indicated I had to call the issuer. Upon doing so, I was told the card was 'compromised ', but with no specific details as to how. I was instructed to utilize links on their website to submit photos of the card along with my personal information, but the website would not allow me to do so. I attempted with multiple operating systems and web browsers, but their system stated it was 'unable to process my request ' and to again call their phone support. I did so, and spoke with a supervisor after a long wait. XXXX ' informed me that he would escalate the matter, but could not take my name, email or phone number for them to contact me to provide resolution. Instead I was instructed to call back after 5 days. Looking at various web forums, this seems to be a pattern for many customers. The issuer states a card was 'compromised ' without any validation and refuses to honor it, which feels remarkably like an orchestrated scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Hello, I have a small business. We do debit transactions, some of which requires cash back. For the last week, weve noticed transactions where the cash back is approved, and it factually hasnt went through. When we verify the transaction, whether with a receipt or looking up the transaction history, the cash back has not been processed. In one case, a customer was approved with insufficient funds. Im handing over money to the customer with false information. Ive been processing with this company for two years, and I dont know how many transactions this has happened on. I do not know how I will get reimbursed on the amounts of transactions this has been happening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95824
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I wrote to USBank corporate headquarters. XXXX ( XXXX ) called me but was unable to explain why, since I increased my line of credit, I am now being charged a {$28.00} monthly service fee on my checking account when I wasn't previously. She left voice mail that was inadequate. I have called her and left XXXX mail 4 times starting XX/XX/XXXX and over the month of XXXX and she has not returned any of my calls. I contend that I should not now be charged this outrageous fee simply because I increased my line of credit. Or indeed, if this was to be a result of my increasing my line of credit, I should have received notification in writing of such, which I did not. Your assistance in this regard will be greatly appreciated. I have been a customer of USBank for over 20 years. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited {$1000.00} they only gave me access to {$300.00} for over a week. Not giving me access to my money. I you want a bank that will be there for you and let you have access to your money XXXX XXXX XXXX would be one to avoid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: To whomever this concerns : My general agreement with US Bank in regards to my savings account ending XXXX is ( in part ) included in this demand for my funds to be returned immediately. Note, there is a section called " Adjustments '' and " Applicable Law '' to specifically regard. Please also note : I have made multiple different attempts since XX/XX/XXXX, via phone contact, in person, and in writing to report this particular incident of fraud. Every single time US Bank refuses to provide me with a fraud investigation account number or any proof that they have investigated or fraud. XXXX XXXX of US Bank phone called reporting that indeed US Bank did take the funds from the account as an adjustment {$1000.00} for an unrelated account that they refuse to verify, that was from 2.years prior per US Bank verbal testimony on said telephone call XXXX XXXX ( approximately at XXXX ). On said phone call this day I explained that it is federal law that for an adjustment is allowed 1 day to correct the banks error and without a court issued a judgment against me the other party the bank at no point may remove any funds without my prior authorization. Continuing- On XXXX I went to XXXX XXXX XXXX MN branch office of USBank . XXXX XXXX XXXX assisted me with the collection of information and reporting of fraud directly to US Bank in person. I provided XXXX XXXX XXXX, the US Bank employee on said date with a copy of screenshots of my credit report showing that I have no collections with US Bank or any other creditor. I have no judgments listed on my credit report with USBank or any other. I have no credit cards with USBank or any other listed on that credit report and default for the amount of {$1000.00}. I reported to USBank that on XX/XX/XXXX the amount of {$1000.00} was removed from my account. The withdrawal was listed as an adjustment. The withdrawal was transacted as a demand of deposit account to the other party making demand of deposit. The identifier of the transaction is number XXXX. The bank employee, XXXX XXXX XXXX, did not tell me whom the money was given to or why the money was removed, only that it was listed as an adjustment on XXXX and for the amount. The bank employee did comment on the investigation, at that moment, when I was present, that I allegedly showed a charge off for my account. XXXX explained the alleged charge off was from XXXX. I reminded your bank representative that identited themself as XXXX XXXX XXXX, before any bank can make it withdrawal they must have a court ordered judgment. There is no court ordered a judgment to make an adjustment for a charged off account with USBank. No other person is allowed access to my account such as spouse, or child, or otherwise authorized. An institution, i.e. US Bank, that determines an adjustment is determined to required due to an error occurring, it must correct the error within one business day and report the results to the consumer within three business days, subject to the liability provisions of 1005.6 ( a ) and ( b ). This particular law that I have cited by its number is federal and collates to my agreement in which an adjustment can be made without notice. However, the adjustment must be done within one day of an error occurring. An adjustment 2 years later is not within the law for an adjustment to occur- therein, this points to fraud, a theft. On XXXX XXXX XXXXXXXX XXXX testified clearly that she was not from the fraud department she was the branch manager for that particular location and that she found no reason why she will give me the money back even though she invited violated Federal banking law. Furthermore, USBank sold the alleged {$1000.00} debt to XXXX XXXX XXXX XXXX prior to the XXXX USBank adjustment and tax benefits of write-off which disallows them from collection since it is first no longer their debt and secondarily a debt that is settled with any originating account. XXXX XXXX # XXXX. In the instance that this particular collection agency removed the funds on behalf of US Bank as a vendor or an agent it was illegal also because there is no judgment issued by the court against me the other party. This particular transaction that is listed as an adjustment from US Bank and any other entities that remove the money from my account have broken multiple different laws.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55429
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Hi XX/XX/23 I called us bank because I'm tried of them holding my money I Feel that like there are stolening my money. Honestly ever XXXX counts for me. And when I deposited money for the bank why should I have to wait for them to approve it or the mecherent. I get confused I don't know how to read my statement. In current thing so I was wondering if you guys can make sure I'm not getting robbed. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95354
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I opened US Bank account since they had a bonus offer to earn {$400.00} when your direct deposits total {$6000.00} or more in XXXX days. I have confirmation emails from us bank for this. I had set up a direct deposit with my employer with this bank account. On XX/XX/XXXX when I logged into us bank website to check whether my paycheck has arrived, the website did not show my bank account which was surprising. Upon calling customer service, I was subject to XXXX behaviour and was told that my bank account was closed on XX/XX/XXXX. When I tried to ask the reason for closure the customer service agent XXXX told me that she wont be able to provide a valid reason as its against their policy and that she does not understand how people coming to US from other countries are able to successfully open a bank account in the US. I was shocked to see the lack of training and the lack of basic ethics in this representative. No empathy, no understanding of the situation that I would now have to hassle around with my employer because the dd deposit will not arrive in time. I was never notified via email or mail that the account is closed. To top it, I had to hear a XXXX comment about how outsiders are able to open a bank account in the US. This was just not a perfect way to start my morning. However I researched on the internet and checked online about the numerous XXXX behaviour complaints against US Bank and then I wasn't surprised about what had happened. I am not sure whether this would be read or acted upon but I still felt that this kind of behaviour wasn't necessary and should not be repeated so I am writing this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summer XXXX : I inquired my mortgage company ( U.S. Bank Home Mortgage ) for a private mortgage insurance waiver based on the new evaluation of my home. I have completed $ XXXX in renovations, and have owned the property since XXXX. This time period saw a large spike in property values in my market, but the appraiser gave an extremely cautious valuation just under the amount needed to waive my {$150.00} PMI payment. They rejected my alternative comps, and I waited for new comps to hit the market. The property valuation came back at over {$100000.00} less than the average of XXXX, XXXX, and XXXX were estimating. XX/XX/XXXX : I Called US Bank again to request a new appraisal. I was notified that there would be an additional {$100.00} fee, which I paid over the phone. I was told to wait 2 weeks to hear back from an internal broker to go over a new evaluation. XX/XX/XXXX : A month after the inquiry, I called US Bank for a status update. I was notified that the fee I paid was misapplied as a {$100.00} principal payment, so it had to be withdrawn from the principal balance and re-applied. I asked when should I expect a call from their internal value broker and was told it would be relatively quickly since they made an error. XX/XX/XXXX : I never get exact details on the status of my request when I call, and I don't know what other options I have at this point. My PMI premium is expensive and makes a difference to my family, and I am starting to suspect that US Bank is suppressing valuations in order to keep these policies in place to mitigate risk. Delaying this process means the comps in my neighborhood are getting older. I have never missed a payment, and my neighbors house sold at nearly double the price per square foot in XXXX ( its a smaller house on a smaller lot ). Any assistance would be greatly appreciated,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48169
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX Applied for US Bank Business Silver Checking Account using the promotion code supplied in the mailing from US Bank. The associated bonus was {$400.00} for depositing {$1500.00} in new funds within 30 days ( please refer to enclosed pic # 1 ). I did not take advantage of the optional additional {$100.00} bonus by settling a US Bank Payment Solutions Merchant transaction ( circled in blue on the enclosed pic # 2 ). I also deposited {$200.00} from my XXXX Checking while applying online for the new US Bank account. XX/XX/XXXX I tried to set up an external transfer for {$1300.00} to this US Bank Checking account I opened on XX/XX/XXXX but the US Bank website did not allow me to add and external account to this US Bank Business Silver Checking Account. XX/XX/XXXX I asked at the external FUNDING BANK ( XXXX ), and XXXX informed me that no funds were requested by US Bank. XX/XX/XXXX Since I had no success on XX/XX/XXXX I then added two external accounts, XXXX XXXX XXXX XXXX ( second attempt for XXXX ) and transferred {$1300.00} from my XXXX account to land XX/XX/XXXX. ( please refer to enclosed pic # 3 and Pic # 4 ). I again hit a wall based on problems with their website. XX/XX/XXXX I logged using my US Bank Business Silver Checking Account, and I got an odd " not authorized '' messages when trying to set up external accounts. ( please refer to enclosed pic # 5 and Pic # 6 ) and please also note that I tried logging in using both my linked Business Credit card profile and directly using my Business Checking Account directly, as evidenced by the different urls for each profile. Again, I hit a wall based on problems with their website. Pic # 5 XX/XX/XXXX They seemed to be updating their site currently, so might explain some problems I had? XX/XX/XXXX I took screen shot pic for further proof. XX/XX/XXXX XX/XX/XXXX I made 3 calls to US Bank including a rep named " XXXX '', and a third rep XXXX who did her best to guide me. XXXX told me I would be contacted by US Bank via email to fix the problems I had been having with adding external accounts. I requested an email address for me to contact US Bank in case I didnt get any response and she provided this email address XXXX I was never contacted by anyone regarding this problem. XX/XX/XXXX I see this error below ( please refer to enclosed pic # 6 ) when I logged into my US Bank account and attempted to see any transfers that had occurred or would occur by clicking the Manage My Transfers tab. Again, I have no idea what is happening with my account based on errors with their site. As a result I sent a very detailed email to XXXX to explain the problem and asked for assistance. I complained that I could not set up my external accounts to pull or push funds. I never received a reply from US Bank to that original email, so I was again completely ignored. For CFPB Office reference, Ive enclosed a copy of that email as an attachment and to further verify this issue. The file name is Problems adding external accounts! - XXXX XXXX. XX/XX/XXXX Logged into US Bank account and see a notification message that offered to set up paperless billing for US Bank Business Debit account. I clicked the message, to begin the paperless billing setup, as the account is charged {$5.00} for standard mailed statements. When I clicked the notification, I got still another error on their site ( please refer to enclosed pic # 7 ). Therefore, it didn't let me change to paperless. Pic # 7 XX/XX/XXXX I called US Bank at XXXX and talked to CSR XXXX XXXX XXXX XX/XX/XXXX she did a " co-browse '' to see my screen and helped me activate paperless billing for the Biz Checking account. It did work this time without errors. She also said the {$5.00} billing charge would be refunded and it was. Finally, she asked me to fwd my email I mentioned to here that I didn't receive a response for and add her name XXXX XXXX to the email. The entire email chain is in the attached XX/XX/XXXX Email and No reply. She requested I fwd the email to a different address : XXXX She stated she would contact me back after she looks it over. XX/XX/XXXX I got a reply from XXXX XXXX stating I am not eligible for the bonus. I feel this is not fair based on the multiple documented problems I have had with their website and adding external accounts, multiple lack of responses when reaching out via phone and email, and their indifferent response when asking for help with the online problems. I have two other account with US Bank ( business credit and personal credit cards ) and their indifference will make choose another bank unless I receive the advertised bonus amount. XXXX XXXX listed wire transfer as a funding method but this has an associated {$30.00} cost at XXXXXXXX XXXX as evidenced in the pic below ( please refer to enclosed pic # 8 ). I dont utilize paper Checks through my discover account, so this also invalidates another one of her suggestions. Even with all the mentioned problems, I still see incorrect info regarding my transfer history for this account. This is evidenced with the message There is no activity to view or edit even though I was eventually able to transfer funds into the account after much effort ( please refer to enclosed pic # 9 ) Pic # 8 Pic # 9 XX/XX/XXXX In my US Bank account, it states that account is eligible for wire transfers anyway ( please refer to enclosed pic # 10 ) Pic # 10
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16506
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: We in the process of contacting the credit bureaus to investigate the inquiries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A