Date Received: 2022-12-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. XXXX XXXX XXXX has been paid and closed since 2019 but on my report, this is still showing that it is 30 days late. How can this be? They should be reporting the account paid or closed. This account should not be showing a late date since they have already been paid for. It seems impossible to accrue late on an account that has already been paid, ) as required under Section 609 ( a ) ( 1 ) ( A ) Disclosures to consumers [ 15 U.S.C. 1681g ] ( ( a ) Information on file ; sources ; report recipients. XXXX shall, upon request, and subject to 610 ( a ) ( 1 ) [ 1681h ], clearly and accurately disclose to the consumer. If the consumer to whom the file relates requests that the first 5 digits of the social security number ( or similar identification number ) of the consumer not be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure. & Section 611 ( a ) ( 1 ) ( A ) Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] ( a ) Reinvestigations of Disputed Information. If the completeness or accuracy of any item of information contained in a my file at XXXX is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a creditor, the Bureaus shall, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from my file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or creditor. This inaccurate information is preventing me from getting the credit I deserve and it needs to be removed immediately!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/22 we purchased 5 - {$100.00} Prepaid Visa cards taken from the back of the stack like we always do at the XXXXXXXX XXXX XXXX XXXX XXXX XXXX in XXXX, WY. On XX/XX/22 we tried to register those cards on the prepaid visa website. For 2 of the cards, it worked but for 3 an error message popped up that there was a problem and we needed to contact customer service. The card numbers are XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX & XXXX XXXX XXXX XXXX. We called Prepaid visa, XXXX, and discovered that the cards had already been compromised, someone hacked into their system and tried to activate the cards this caused the cards to be considered compromised, we found out later that this happened on XX/XX/22, which made the cards useless. We asked what we needed to do to get our money back. We were hung up on many times and it was a very long process that took hours to get any information/help from them. We talked to multiple agents the first one is unknown he would not give his name and when we kept asking, he hung up on us. We did talk to XXXX, XXXX, XXXX and XXXX, to this date ( XX/XX/22 ). When asked about getting our money back all of the agents were not very forth coming in with information. They would not give us a straight answer by changing the details and kept changing what we should/shouldnt do. One agent said we were to do nothing but to wait and see if things cleared up on their own, one said to take the cards back to XXXX and get a refund, a few said to request another card. The ones that mentioned about getting another card were not very clear on the procedure nor were they helpful. It was said that the process could take at least 7 14 business days and that there was a fee to get another card. I asked why so long to get any resolution and that their system had been hacked and there was fraud going on but they refused to comment on that. Earlier this year we had the same kind of problem with Prepaid Visa and it took them over 6 months, numerous phone calls, multiple letters being send and faxed to rectify it. We had to report them to Consumer Financial Protection Bureau ( Complaint number XXXX ) and with U S Bank National Association ( case # XXXX ) and have a separate physical check sent to get that issue finalized. The letters we send with the information Prepaid Visa requested kept getting lost by them or they said they couldnt read them ( which is interesting since they quoted information that was only in those letters ) and the faxes we send they kept denying they received even though we had a Transmission Verification Report that said the fax was sent and received. We were also assured that the issues with Prepaid Visa had been taken care of. This past Friday ( XX/XX/22 ), XXXX was having a deal where if you purchase certain gift cards you would receive XXXX the fuel points. Since we are wanting to visit our daughter, granddaughter and new granddaughter we took the chance to purchase the Prepaid Visa cards to use for the trip, to give as a gift and to use the fuel points to help with the cost of gas. We purchased the Prepaid Visa cards hoping that their issues had been resolved. We were VERY wrong. Nothing has changed in fact it has gotten worse. Last time we were able to talk to supervisors and the fraud department to try and resolve this issue. This time the agents refuses to let us talk to a supervisor and says there is no longer any access to the fraud department. They also refuse to give us any type of verification that anything is being done. They say there is no reference numbers, no case numbers, no email or any other tangible documentation for us to verify their story on what they say is being done or will be done. We are being left without proof or backup to support whats happening on their end. In our defense I do have the receipt from XXXX with the Activation Receipt, the physical cards and the original packaging that they came in. We are asking for Prepaid Visa/U S Bank to send us a physical check in the full purchase amount of the Prepaid Visa Cards which comes to {$310.00} ( ( {$100.00} x XXXX ) the amount for each card + ( {$5.00} x XXXX ) for the processing fee charged to us for each card ). We would prefer more due to all the trouble we are having to go through to get all of our money back. Plus now with all the issues of having to go through to protect our identities and Prepaid Visa computer system being hacked has now compromised our personal information our time should be compensated for. We are filing complaints with Consumer Financial Protection Bureau, Federal Trade Commission and the Wyoming Attorney General. If you have any questions or need any more information, please free to contact us. Thank you, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 826XX
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I called customer service and asked a supervisor/manager to call me back or email me regarding the {$400.00} bonus if could give me as a courtesy. But no one called me or email me within 24 hours. 10 transactions were only 1-2 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have made multiple payments to this bank. I have been charged {$41.00} from XX/XX/2022 through present. That is {$41.00}. XXXX XXXX XXXXXXXX XXXX. In XX/XX/2022, there was a {$29.00} late fee but from the remaining months it was increased to {$41.00} each month. I was told each time I made a payment I was charged {$41.00} because they have a cut off of XXXX, which i feel is very illegal. This company should not be able to make rules that negatively affect the consumer. I had no way of knowing if I make payments after XXXX, I am charged {$41.00} each time. Very poor business practices. I have also been told my payments are due on the XXXX of each month which was false information. My payments should have been made on the XXXX before XXXX. Also this bank is price gouging in the amount of {$41.00} for late fees and also charging the same amount of {$41.00} for not making full payment. It is against the law during a pandemic to charge excessive fees. I have asked for a manager on multiple times and I have asked at least 3 times to have these fees reversed and they keep telling me its not allowed.
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: 2022-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: US Bank forced me to go through XXXX factor authentication to login to my account. I changed my phone number on XX/XX/2020, but US Bank still defaulted to my old number. I was unable to login at all to pay my credit card, resorting to calling and being stuck on hold for more than XXXX minutes each time. I have called on many separate occasions to US Bank to update my number, and they assured that it is fully updated when it was clearly not. I am a low income student that spends most of my time to support my family and my elder mother and go to school. This impeded my life harshly. US Bank ended up closing my account, and I ended up paying off the credit card anyways. I tried to ask US Bank if they can help me with my payment history due to their issue causing me difficulties to pay the bill, they basically told me to XXXX off and they wont help me. This caused my XXXX XXXX to tank even lower. Fast forward to last month I created a business checking account with US Bank with the phone number I changed to 3 years ago. I still am not able to login to US Bank, resorting to changing my password every time as a loophole to login. It keeps sending the authentication to my old phone number, which poses a serious privacy risk. I have just contacted US Bank and they have finally transferred me to the right department. When I spoke to the specialist, he informed me that the previous associates that helped me only changed my contact number, and not my XXXX factor authentication phone number. I was mislead and fooled the whole time by US Banks mistakes. I am hoping to purchase a house in a few years to give a permanent roof over my mothers head, and this is hurting my score tremendously. It is very shameful that this is still going on today. My business checking account is registered to my new number but still locking and sending texts to my old number, exposing me to risks and threats against me. I have launched disputes from all three credit reporting agencies, but they have all stated nothing was wrong and did nothing about my dispute. I would like to get the late payments removed from my US Bank credit card if possible. I have not missed payments at all on my other XXXX credit cards. US Bank has put me in a terrible state emotionally due to this, and I am not confident in purchasing a house in the next few years anymore due to my score tanking from US Banks mistakes.
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: 2022-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: US Bank fraud department froze my wifes debit card for transactions we made while having an ample amount of cash to cover said transactions. They failed to notify us of the freeze on the card. When we called in the to the bank and was connected to the fraud department, US Bank personnel refused to lift the freeze as they had determined internally that the card had been compromised. One of the payments for which the freeze was put in place for was a for the premium payment made for my wifes medical and dental insurance through the XXXX XXXX XXXX XXXX. Their representatives refused to lift the hold on her card and hung up on us. We have no idea if a new card is going to be issued. This same card is utilized to pay for my wifes medication at the local pharmacy. We were told that we need to go to a branch location to get a new card. The nearest branch is XXXX to XXXX XXXX drive from where we live in XXXX. Upon calling the branch in Idaho where we had originally opened the account in 2004 we were advised that her card was also included in a group of cards for which there had been a data breach that allowed an outside entity to obtain debit card numbers. The location of the data breach or time had not been disclosed to us when the breach was discovered. It. Is my opinion that the Senate Banking Oversight Committee needs to investigate and question banking executives at US Bank about this data breach. The process by which US Bank handles debit card freezes needs to also be reviewed. Our local Texas banking institution ( XXXX Bank ) notifies me by both email and text message of any suspected fraud compromises in my debit card and accounts. US Bank does not. They would rather cause financial, medical, and personal difficulties rather to appropriately and proactively notify their customers when there is a problem. The resolution I am seeking is that the US Bank Fraud Department have appropriate customer engagement training. That US Bank implement an appropriate customer notification system for suspected debit card/ACH fraud issues. That US Bank have a proactive policy for notifying customers of suspected or actual data breaches within their system or the credit/debit card transaction clearing house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XXXX XXXX made an ACH transfer of {$500.00} to my account on US Bank on XX/XX/2022. The money didn't show up on my US Bank account so far. I made many phone calls to both of them. They didn't help much. US Bank wanted me to call XXXX XXXX to ask for the trace ID of that transaction but XXXX XXXX refused to give it to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84119
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: credit card provider does not want to dispute the purchase due to the overdue XXXX days from the day I purchased. Purchase date XX/XX/22, amount- {$340.00} The reason I need to dispute this purchase is that the service was not used and was canceled. The company promised to return money during advertising but refused to do it when I actually requested it. Please let me know if additional information needs to be provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I received the attached letter from XXXX XXXX XXXXXXXX of U.S. Bank, dated XXXX XXXX, XXXX, which I did not receive until the first week of XX/XX/2022 via XXXX. In this letter, XXXX XXXX. XXXX XXXX states that my alleged XXXX XXXX Banker, XXXX XXXX, has retired from U.S. Bank and is therefore no longer my XXXX XXXX Banker. XXXX XXXX indicates that my relationship has been moved to XXXX XXXX, who I reached out to on XXXX XXXX and XXXX XXXX -- but had never been introduced to or spoken with anytime prior -- leaving two voicemails for her regarding issues I encountered with accessing all my U.S. Bank via the U.S. Bank mobile app, as well as not seeing my newly opened personal loan and personal line of credit on my online banking tools. XXXX XXXX called and spoke to me at approximately XXXXXXXX XXXX. on XXXX XXXX, in which we discussed that the Visa card attached to my new personal line of credit did not list my apartment number in my address to where U.S. Bank should ship the card. XXXX XXXX was made aware that the absence of my apartment number could mean a delay in my receiving the card. During this call, XXXX XXXX stated she would only communicate by phone call or voicemail ; she adamantly stated that she would not communicate with me via e-mail. XXXX XXXX also stated that she is only my " temporary '' XXXX XXXX Banker while U.S. Bank XXXXXXXX XXXX attempts to put in place a different private banker for me. For months now, U.S. Bank has stated that they are working to find a long-term solution to my XXXX XXXX banking needs, as well as the legal requirements to treat me fairly and without discrimination for the numerous regulatory complaints I have filed against them for their unfair and discriminatory treatment of me. It's important to note that other U.S. Bank XXXX XXXX customers are allowed to communicate with their private bankers by email but XXXX XXXX will not allow me to do so, presumably to retaliate against me for my prior regulatory complaints. Moreover, XXXX XXXX and her team are intentionally and deliberately taking retaliatory and discriminatory actions against me that are made in plain daylight. That same opportunity is not being afforded to me, because of what I believe is continued discrimination and retaliation for my filing of regulatory complaints against the bank and its employees. Furthermore, how is possible that nearly six months later, U.S. Bank XXXX XXXX doesn't have a long-term team in place, as they have stated and restated they would do? They have failed, lied and made knowingly false statements in their replies to my CFPB complaints -- XXXX XXXXXXXX XXXX alleged retirement from the bank, and the time U.S. Bank has had since their first agreement to put in place a long-term Wealth Management team for me, should have triggered U.S. Bank to follow through on their promises to put in place a permanent Wealth Management banking team for me, just as other Wealth Management customers are given who do not file regulatory complaints. XXXX XXXX, XXXX XXXX and U.S. Bank continue to knowingly and brazenly discriminate and retaliate against me for my good-faith regulatory complaints against them. XXXX XXXX, her team and U.S. Bank have failed and lied at every step of the way, all of which is documented in their own correspondence to me. In their correspondences to me, I was promised a long-term private banking team ; that has not occurred. In their correspondences to me, they have blatantly, openly and casually lied about their mistake in mailing confidential personal information to the wrong address. Furthermore, if other customers are permitted to email their private banker, why is XXXX XXXX refusing to allow me the same opportunity?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX US Bank put my checking account on hold because a deposit came back rejected. They never notified me of this. I found out when I went into the branch on XX/XX/XXXX to inquiry why I was not seeing any account activity. On XX/XX/XXXX they informed me the bank did not want to assume risk for my account and they would be closing it. While on hold they were not allowing deposits or withdraws. They said I couldn't withdraw the funds in my account. I have had multiple auto payments returned to creditors before I could stop them since the bank never informed me of the hold on the account. The branch said they could not tell me when the account would be closed even though they said to close it. They could also not allow me to withdraw the funds I have in the account. They said when the account was closed I would be sent a cashiers check overnight. They said I could try the 24-hour customer service line and they could probably give me dates. I called there on XX/XX/XXXX and was told the department that could help was closed. I called back today XX/XX/XXXX and the person in that department said they could not tell me the date or when they would be sending out my check with my funds. That the process could take up to 90 days to be completed. I asked to be escalated to a manager or someone who could provide more details and they told me it was an internal team that handles that and they don't take customer calls. They then put me on hold to speak to their manager which I gave up on and hung up after 20 minutes of being on hold. This is all of my money and I have bills to pay. How can they stop me from accessing my money and not provide me with a reasonable date that I will get my money. This seems like something they should have to resolve at the very least within 5 business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82001
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A