Date Received: 2022-11-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have reported this consumer problem already and have tried to resolve this many times in good faith. They sent it to collections after they were contacted by cfpb. They are harrassingly sending letters and calling and laughing at me after they created this debit fraud by their own hands. I was trying to close this account with a XXXX balance when they debited an amount out of no where.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received an alert that a us bank credit card was applied for today. My identity was stolen as I did not do this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Incorrect exchange rate
Subissue:
Consumer Complaint: SUMMARY My bank failed to disclose the full cost of an international wire transfer that involved a foreign currency exchange. Instead, it disclosed only minor applicable wire transfer fees and did not disclose other costs, likely to include additional fees, markup, and significant bank profit. It did this in a fraudulent manner by hiding these additional costs in XXXXhe exchange rate it used for the transaction while representing this rate as the prevailing rate issued by the Federal Reserve Bank XXXX Fed ), which it was not. This lack of transparency regarding the actual prevailing foreign exchange rate prevented me from properly comparing rates available elsewhere. As remedy, the bank should apply only those transaction costs it disclosed to me and apply the true daily exchange rate published by the Fed, and return to me all non-disclosed transaction costs. It must also be more transparent in its future cost disclosures with its customers, to include all applicable fees, markup, and profit from any similar transactions. DETAILS I am a US citizen residing in Washington state and decided to purchase a vehicle in XXXX, XXXX XXXX, XXXX. The XXXX car dealership required payment of funds in a timely manner to remove the vehicle from public sale. On XX/XX/XXXX, I contacted the local branch of US Bank, my bank of 33 years, to understand my options. My banker explained that my options for payment included an international wire transfer, a cashier 's check, and/or cash. My banker recommended the wire transfer option and disclosed that a fee of {$50.00} would apply. No other disclosers were made. I scheduled a time with her to complete the transaction on XX/XX/XXXX. On XX/XX/XXXX, after making arrangements with the car dealership, I met with my banker to complete the wire transfer. At that time, she advised that an additional transfer fee of {$32.00} would be applied by the recipient bank and that I needed to include that payment in the amount transferred. I agreed to the additional fee. No other disclosures were made until she presented the exchange rate she would use for the transaction, {$1.00} USD = {$1.00} XXXX This rate was well below the prevailing rate published elsewhere, so I objected. She replied that it was the " Fed 's rate '' and that she couldn't change it. Her statement involving the Fed lent great credibility to her quoted rate and she provided no further explanation or options, so I assumed that rates must have dropped rapidly and without my knowledge. With a pending deadline with the car dealership, I completed the transaction. A name-redacted copy of the receipt is attached. On my return home from the bank, I internet-searched the prevailing USD : XXXX XXXX rate to satisfy my curiosity. A XXXX screenshot is attached, indicating the rate at about the time of my transaction as {$1.00} USD = {$1.00} XXXX. A week later, the Federal Reserve Bank published the daily rate for XX/XX/XXXX as {$1.00} USD = {$1.00} XXXX. This screenshot is also attached. Another website published by XXXX XXXX provides opening, closing, high, and low rates for XX/XX/XXXX, and indicates the rate did not fall below {$1.00} XXXX on that day. Additional attached screenshots from the XXXX XXXX XXXX, the XXXX XXXX XXXX, XXXX XXXX and XXXX provide very similar results and confirm that the rate quoted at my bank as the Feds rate was not the actual rate published by the Federal Reserve Bank and was well below any prevailing rate for any moment of that day. A statement near the bottom of my bank transaction receipt acknowledges my right to dispute errors in my transaction, so I re-contacted my banker to ask about the discrepancy. She notified me that she discussed the matter with her manager and determined that nothing could be done because I had signed the rate disclosure. She suggested that I contact the Wire Department in case there was anything it could do. I contacted the Wire Department and was only referred back to my local branch. It is outrageous that any bank, much less my bank of many years that I have placed so much trust in over multiple decades, would consider our transaction to have included a proper disclosure of the USD : XXXX exchange rate for a wire transaction! In both my discussions of the cost of the transaction with my banker, on XX/XX/XXXX on the phone while researching my options and on XX/XX/XXXX in person at the time of the transaction, the only cost disclosed was the wire transaction fees. It is now apparent that the bank hid an additional cost, its very exorbitant profit, without disclosure to me. It is equally outrageous that this bank would rely on its disclosure as defense for why it had done nothing wrong! Its exchange rate disclosure, combined with my bankers verbal explanation at the time of the transaction, was exactly what was wrong, because it was incomplete, misleading, and not representative of the full breadth of my options for making the transaction ; it was likely, however, the most profitable option for the bank, so it was recommended. My internet research also led me to the website of a competing national bank, XXXX XXXX XXXX, which includes a page labeled, Foreign Exchange Rate FAQs. This page addresses how the bank determines exchange rates and discloses several factors including profit, fees, and markups ( a screenshot of the page is attached ). No such webpage was located during my search of the US Bank internet site. No such explanation was provided either verbally or written during my transaction ( or even subsequently since my complaint! ). I wonder whether this detailed explanation is mandatory or whether XXXX XXXX XXXX just considers this good business. If mandatory, the requirement was certainly not met by US Bank ( nor was any standard of good business met ). RESOLUTION Due to the deceptive non-disclosure practice by US Bank of its additional profit hidden within its low exchange rate, US Bank owes me the difference between the amount equivalent to the prevailing rate published by the Federal Reserve Bank for that day and the amount it applied, less the fees that it actually disclosed. Given that the car dealership required {$51000.00} XXXX paid to it, that US Bank charged a {$50.00} USD wire transfer fee, that the recipient Bank XXXX XXXX XXXX charged a {$32.00} CAD wire transfer fee, and that the daily rate published by the Federal Reserve Bank for XX/XX/XXXX was {$1.00} USD = {$1.00} XXXX, that amount is calculated below. The amount required by the XXXX XXXX XXXX XXXX was the vehicle purchase price ( {$51000.00} CAD ) plus its wire transfer fee ( {$20.00} CAD ) for a total of {$51000.00} XXXX, or {$39000.00} USD at an exchange rate of {$1.00} USD = {$1.00} XXXX. The amount transferred from my US Bank account to the XXXX XXXX XXXX XXXX was {$40000.00} USD, for a difference of {$1100.00} USD -- this is the amount that US Bank actually charged me for this transaction! Subtracting the legitimate US Bank wire transfer fee of {$50.00} USD from that amount, provides a difference of {$1000.00} USD. This is the amount that US Bank overcharged me and that should be returned to my account without unreasonable delay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98229
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I currently have a Fidelity Credit Card and I cancelled my card due to fraud charges appearing my invoice statement in XX/XX/2022. Fidelity provided me a new credit card with a new Visa Credit card number. The same merchants recharged my new credit card number in XXXX XXXX I contacted Fidelity and I was told merchants can purchase a service from Visa to obtain a customers new credit card number without the customers or Fidelity 's permission. Fidelity stated many deceptive companies use Visa services to obtain customers credit card numbers to bill consumers fraudulently. I am now dsiputing the new charges on my credit card number. I was told by Fidelity there is no way to stop Visa from providing out my credit card and therefore I am being billed fraudulently a second time. Please have Visa to stop providing my credit card number out to companies in order to bill my credit card without my permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30338
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Gift Card Debit Visa - card issued by U.S. Bank National Association. company internet address URL XXXX XXXX XXXX XXXX XXXX. I purchased this prepaid debit visa gift card for {$50.00} and a {$4.00} activation fee with cash from XXXX XXXX on XX/XX/22. All attempts to activate the card failed. I went back to XXXX XXXX with the receipt, and they indicated they could not refund the money, but they attempted to help me by calling the number on the back of the card. Each time a person was reached they would indicate that we had to call a different number. After 1.5 hours we were disconnected so I went home. The next day I called the number that we were last given. The person which finally attempted to help told me that the number on the card is not a valid number. They then asked for the last eight digits on the back of the card. After providing I was told that the number was not valid. I asked if I could give then the full number on the back of the card, the transaction information from XXXX XXXX and they said no that would not work. They indicated my only option was to fax an image of the card ( front and back ), provide a copy of my driver 's license, provide my telephone number, and my email to a number they provided. I am unwilling to fax my personal identifying information to an unknown number due to concerns over identity theft. I asked if they had a secure web site so that I could upload the information and the response was no. I asked why the fax number was not listed on their web site and the person did not know and I also looked can could not find any indication of a secure fax number. I would like for either the cash to be refunded {$54.00}, or a new valid {$50.00} card to be issued without being charged another activation fee ( as I have already paid the {$4.00} fee ). I would also recommend they create a secure web site for the transfer of information they are requesting and that it be made visible on their web site for information they are requesting. I can upload a copy of all transaction information to the CFPB website upon request, if the CFPB would like a copy as I know the CFPB has a secure web site.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28270
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I applied for a credit card thru my US bank app ( XXXX shoppers credit card ) and was approved, {$2500.00} spending limit before I receive the card and {$15000.00} after receiving the card. On XX/XX/XXXX I started using the card since they are promoting it as a shoppers card and that you would get {$200.00} cash back on the first {$1200.00} you spend plus % XXXX cash back on any purchases made from XXXX retailers of my choice and XXXX % cash back on purchases made at any gasstations. On XX/XX/XXXX I tried making a purchase at XXXX XXXX for an XXXX for my wife using that credit card, it got declined which I thought it was normal since it's a purchase for {$1000.00}. I still purchased the XXXX using my debit card, and called the credit card company to inquire why did it decline the transaction, the lady from customer service told me that because the card was fairly new and she went ahead and unblocked it. The next day I went to XXXX and made a purchase for {$33.00} and the transaction was approved, later that day when I attempted to make a purchase for {$9.00} at XXXX it got declined. I called customer service to see what's going on, I was shocked to find out that they put my account on hold claiming fraudulent activity, and that they would contact me within XXXX to XXXX hours. I waited XXXXhrs and called them again and explained the situation and they said to give it an hour and it would be working. After another XXXX hours it still wasn't working. I decided to go to a US bank branch and see what's going on. They contacted card member services and they told that they called one of phone numbers I used to have XXXX years ago and the person who answered the phone told them he never applied for that card. But the bank rep verified that they contacted the wrong person because I had my ID, social security card and the credit card in hand. So card members rep told her she would remove the block and i should be able to use my card. I never attempted to use the card after that and waited XXXX days to contact customer service to find out that they closed the account and a letter was sent out. During the XXXX weeks they never attempted to contact me yet they have my phone number, email. The last attempt to get an answer was XX/XX/XXXX were the rep told me that someone contacted them saying they never applied for the credit card and disputing the charges. I asked them how did that person managed to get the verification code that normally is sent to my phone. I feel like US bank has discriminated against me because of my name and ethnicity, never attempted to contact me or allow me to plea my case. They keep giving me different answers and ones that don't make sense. I am not sure what are the precautions from this on me but I am sure I will be contacting a lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53154
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received a pre-paid XXXX debit card for {$100.00} as a gift. I followed the instructions and registered the gift online at the company 's website. The website is XXXX, phone number XXXX. I entered my name and mailing address when registering the card. I also called the number above and set a PIN. I have tried multiple times to use this card online through sites like XXXX but it keeps getting rejected by the retailer. It says the payment method is invalid. I tried calling the number above to speak to someone to resolve the issue but there it is just a recorded menu system and there is no live human to speak with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In early summer of XXXX I received a call from US Bank saying there was some fraud on my account in the amount of approximately XXXX. That fraud was blocked and the money was returned to my account. US Bank also issued me a credit card with a borrowing limit of XXXX. A few days later, when checking my accounts I noticed that all my money ( approx XXXX was gone and my account was at negative XXXX. Also, the credit card they had given me had been charged XXXX by the same people that committed the original fraud. I have tried extensively to have this problem fixed. US Bank has stopped taking my calls and refuses to reopen the fraud complaint. Im only trying to get my money back and be absolved of the XXXX in debt that I did not accrue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report, it has been well over XXXX days and I haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I am filing this formal complaint against US Bank in reference to my US Bank Home Equity Line of credit account # XXXX. My debit card associated with this account was stolen and fraudulent charges were made on my account, and US Bank refuses to cancel my stolen debit card or reverse the fraudulent charges. US Bank has one of the worst customer service departments that I have ever dealt with. On Wednesday, XXXX XXXX 2022, I noticed XXXX ( XXXX ) separate fraudulent charges on my US Bank home equity line account that were charged with a stolen debit card linked to my account. I attempted to call US Bank approximately XXXX times or more and spoke to over XXXX different representatives over the course of XXXX hours. Every time I talked to a representative, I was put on hold for a long time or had the call disconnected. Sometimes I would get transferred to another representative and after XXXX hours nothing was ever done and I could not reach anyone who would cancel my stolen debit card or decline the fraudulent charges. The XXXX ( XXXX ) fraudulent charges on my account were all made on XXXX XXXX 2022 in the amounts of : {$740.00}, {$24.00}, and {$150.00}, respectively. When I talked to XXXX rep at US Bank named " XXXX '' I was given dispute # XXXX. But the fraud charges are still on my account. I am demanding that my stolen debit card be immediately cancelled and that the fraudulent charges on my account are immediately reversed. If the charges are not reversed I will take further legal action against US Bank and seek a court order to have the charges reversed and have my account closed, and permanently cancel my business relationship with US Bank. It is unfortunate that US Bank refuses to address fraud charges on my account after I have been a loyal customer for so many years with multiple credit card accounts and this home equity line account. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A