Date Received: 2023-01-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have been trying to use the XXXX XXXX XXXX to redeem points towards flight bookings made directly with XXXX and XXXX Airlines XXXX I was informed by multiple customer service agents that I should I have been able to redeem points and that it was strange that I was not receiving the text messages. A request would have to be submitted to the rewards team, which make take several days-weeks and approval was " not guaranteed. '' Multiple customer service agents had no idea how XXXX XXXX worked or why I was not receiving text messages, until XXXX, XXXX more senior agent, found that I needed to be " re-enrolled '' in XXXX XXXX for legal reasons, which would not take effect until tomorrow. I spoke to a XXXX, XXXX, over the phone who hung up the phone on me after failing to resolve the issue. XXXX could credit me with additional points on my account, but they would not enter my account until after the statement closed. I intend to close the credit card before my statement closes, so that is not a resolution. Otherwise, a request to the rewards team could take " weeks '', which again I don't have time for. I am exhausted dealing with US Bank after this entire painful experience. I can not rebook my flights and I'm not waiting for my points to post. And it is entirely unacceptable for the XXXX to hang up on me after failing to resolve the issue. This is not the only time I have had an issue with XXXX XXXX. It is an opaque program designed to discourage customers from actually being able to use it. I am done with US Bank after this experience, and rest assured that I will never conduct business with US Bank again in the future. I expect an immediate resolution ( as described below ) to my complaint.
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: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in XXXX when all the foreclosure started I was one of the cuatomers that obtained no help everyone would turn their back on us, We needed help and guidance on how to reciver and continue with our home. Yet no one neither did the bank or any organization attempted to help we were ones of the very beginning and they didnt have any protocol to follow in situations like the one we encounter and in XXXX we were asked to move out. Leaving us no other help or benefit but to live here and there with friends and family we were a family of 6 my kids were so young this was so tramatizing to let go of all the hard work we put simply cause our bank laughed at us over phone when we seeked for help.. hoping to get some money back we havent been able to buy a home..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60459
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: This account was established for my government unemployment deposits. I had security set to advise me, via text message, of all transactions. On XXXX I called to check my balance and heard transactions that were not mine. I thought it had to be an error, I called Reliacard and was transferred to fraud dept. I informed them that I did not authorize any ACH transfers nor have I ever done any ach transfers on my account. I have written and called Reliacard on several ocassions to no avail for over a year waiting for requested proof of documents for the change of data. I filed a police report and provided them the information, to no avail. They've responded no error found and send me transaction information instead of history and proof that I made the call or change of record! During a conversation with the fraud dept, their notes indicated the phone number change was by a male. I told them it was impossible, how could they make a change and not follow up and confirm with written notification. How could they accept change information from a male! I never received notification that such a request was made. They only replaced the bank card and account number. Never provided any proof I made the change and ach transfers.Reload money and issue a new card mail to XXXX XXXX XXXX XXXX pa XXXX XXXX XXXX XX/XX/1987 ssn XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Since XX/XX/XXXX I have tried to close checking, credit cards and line of credit accounts with US Bank. I have tried in branch, at drive up windows and their call center ( XXXX ). I sold my house in at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX and stopped using the XXXX XXXX at a neighborhood XXXX Store too as of XX/XX/XXXX. That address at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX US Bank continues to send confidential information to that XXXX XXXX that I have not used since XX/XX/XXXX. I moved permanently to Florida on XX/XX/XXXX. On Friday XX/XX/XXXX I received a collections letter from XXXX XXXX trying to collect money from me concerning bills I never received from US Bank for fees on accounts I thought I had finally, successfully closed once again on XX/XX/XXXX via multiple calls into their call centers. That did not happen. Instead without my knowledge or authorization US Bank moved funds from a line of credit every month into the checking account I thought I closed and then added additional fees to my accounts and never send me a paper bill. On XX/XX/XXXX I wrote a written response to the collection agency with documentation showing they were attempting to collect monies not due. Next, I called into US Banks call center and opened a new request to close all accounts that request is filed under their system as XXXX. But was told I needed to call their credit card department at XXXX on that request # XXXX I may be canceled one of many credit cards I need closed but are still billing service fees on other US Bank products I thought I had closed, most recently in XX/XX/XXXX. The agent told me one of them she was unable to close. That another dept. @ XXXX handled those accounts but I would need to verify an account number that ends in XXXX of which I have no record of. Now I am concerned there are fraudulent accounts tied to my social security number and what US Bank calls my Total Business Account which seems to me some master file that I can not access all of via their web tools or with their call center agents. I am a XXXX widow living in Florida and there are no US Bank branches in Florida XXXX I need 1 person, who will be held accountable to research all their data bases and clean up my records and close the accounts I have asked them to with a XXXX balance as I have not used any of them sometimes in 5 years and others since XXXX of XXXX the last time, I thought I had closed all the accounts I needed to close.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I opened an account with US bank Usbankcorp. Depositing over XXXX in less then two months. However US bank practiced predatory behavior in applying over {$1000.00} dollars in over draft fees, additionally they took back an approximate {$1200.00} credit I had recieved after reporting a string of unauthorized transactions. Additionally none of the ove draft fees should have ever applied.i was plus in my account, approximately {$800.00}, and then minus {$700.00} just by predatory overdraft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 96130
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My small business, Total Care Pediatrics, has a sweep account with U S Bank. The account is mandated by XXXX XXXX, my electronic health record company. I had not had a reason to log into my account for between 6 and 9 months. When I tried to log onto the account to looking into a potential issue with not managing the funds as instructed, I was unable to do so. The account was locked. I entered the security questions correctly, but the system said they were wrong. I was unable to reset the password, despite having the correct credentials, including my entrust data card random key generator. I called to inquire why I was unable to access my account, I was told that the account is automatically locked, if the account is not accessed at least once every 90 days. I was sent a form to complete, sign, scan, and email back. I did this but still was not given access to my account. I called back the following day and the representative said I would not be given access to my account for another 72 hours, because they will not process my request. I should not have to access my account every 90 days for no reason to access MY money. I should be able to reset the log in credentials as long as I have the security information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX XXXX XXXX isn reporting as an inquiry on my XXXX report and i never applied to them on XX/XX/2023 ELAN FINANCI is reporting as an inquiry on my XXXX report and i never applied for this company either, XX/XX/XXXX, XXXX,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75248
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Closed the XXXX line of credit in XXXX. Overpaid and requested a refund. Followed up using the XXXX number and obtained no satisfaction after multiple calls, through XXXX. 2022. Started filing complaints with the CFPB to get the organization to address my concern. After the first complaint filed with the CFPB, USBank provided a copy of the cashiers check that was supposedly issued to me, refunding the amount expected. I examined the check and noticed that the signature was not my signature and I could not determine where the check was cashed or deposited. I filed another complaint with the CFPB noting this discrepancy/information ( Compliant # 2 ). USBank responded " confirming the funds were deposited into an account which did not list us as the owner ''. Still no resolution to the funds owed. Instead I have been asked to file an Unauthorized Paper Debit affidavit with their fraud investigations area. - Why am I required to file a fraud form when the fraud was perpetrated on USBank? - Why have I still not received the refund, over 90 days later for the overpayment? - Why is USBank allowed to have a complaints process that does not allow for clear communication and properly trained personnel to deal with customer concerns?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened US Bank checking account XXXX around XXXX US Bank requested me to make opening deposit of {$100.00} and I did so. However, without my request, US Bank did 3 transactions on XX/XX/XXXX : deduct {$100.00}, add {$100.00}, deduct {$100.00}. It caused {$100.00} deduction in the balance of the checking account. Around XX/XX/XXXX, manager of a USBank branch, XXXX XXXX, promised me to find out why. However, I did not receive anything as of this writing. US Bank is the initial place from which a customer lost money. US Bank should proactively help its customer to recover the loss. I request US Bank to refund the {$100.00}. I filed Complaint to XXXX ( ID # XXXX ). XXXX XXXX, Senior Customer Care Specialist of U.S. Bank Customer Service, said on XX/XX/XXXX : " Our records confirm, your account ending in XXXX was opened with a {$100.00} deposit. We received a dispute for this deposit which was found in the cardholders favor, and the deposit was reversed on XX/XX/XXXX. '' My reply ( XXXX ) is : " Who is the cardholder? What card was used to make the deposit? Who initiated the dispute? The simple fact is : I lost {$100.00} from my US Bank account. I deserve to know why and how. I deserve detailed explanation. " XXXX XXXX, Senior Customer Care Specialist of U.S. Bank Customer Service, said on XX/XX/XXXX : ( no answer to my questions ) " The Payment Card Industry ( PCI ) regulates banking industries and restricts financial institutions from retaining debit and credit card numbers with their security code and expiration date. To confirm, we do not retain and are unable to view the credit card number used to initiate the opening deposit. '' XXXX said ( XX/XX/XXXX ) : " Upon review, the XXXX has determined the company has chosen to remain firm in their position and not offer an alternative resolution. Please understand that the XXXX is not an enforcement agency and we can not compel a company to do exactly what a consumer requests. The XXXX has closed this case. XXXX appreciates the time you took to inform us of your experience with this company and will include it in their file. Your case will be reported in the company 's XXXX Business Review for other consumers access. It will remain on their record for 36 months, our standard reporting period. We will use it to note any trends or pattern of complaint activity and, should one be noted, will forward our case notes to the proper state regulatory agencies for their review and possible enforcement. '' In summary, XXXX XXXX, Senior Customer Care Specialist of U.S. Bank Customer Service, did not answer customer question about losing {$100.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60504
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/2022 I applied for a bank card on line with USBANKS. I was no longer interested in the USBANK products, after reviewing a large number of consumer ratings. I immediately request USBANK ( via phone call ) TO CANCELL my ( incomplete ) application. USBANK has failed to honor an applicant request, that resulted in an hard hit inquiry on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A