Date Received: 2022-11-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Received a mailing offer, open a business checking account with US bank with promo code, and receive {$500.00} bonus. Went ahead and opened the account on XX/XX/22 and funded {$5000.00}, enrolled to online banking, and made 5 {$10.00} bill pay transactions. So all qualifying conditions are met but US bank never honored the {$500.00} bonus. Proceeded to call the US bank customer service ( XXXX ) 4 separate times, each time they promised to looking into the issue and follow up, each time no follow up occurred and still no {$500.00} bonus was given.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A few years ago our account manager for XXXX XXXX messed up our property tax through escrow. When we refinanced in 2020 they messed up the escrow adjustment again. Last year they started estimating our taxes at XXXX per year instead of XXXX and started charging XXXX per month for the escrow acct. I've called them several times to have this readjusted and keep getting told there is nothing they can do until XXXX XXXX releases our second installment bill which may be months from now. My escrow acct has XXXX in it and they're still having me pay XXXX a month into it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60016
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX a fraudulent purchase was made using my debt card, when I became aware of the fraudulent transaction, I reported it to my bank. The bank then provided me with provisional credit for the fraud claim. Two weeks later I receive a notice that my claim had been denied. I this be very peculiar, as it has been a practice of US Bank to give me a proof of claim form to validate my claim. I call the fraud department for US Bank and ask that the matter be investigated further because I did get the opportunity to provide proof of claim. The fraud specialist told me that they would have the claim investigator contact me regarding this matter. XX/XX/XXXX I spoke with XXXX XXXX the claims investigator in US Bank 's XXXX location regarding the claim and was told that she had determined that claim was not valid. Furthermore, that she would not be reopening the claim. XXXX XXXX went on to informally advise me that I have made quite a few claims, which I found to be unprofessional as it is my right to file claims against any services that were not rendered and products I did not personal purchase. I reminded XXXX there are law and rights that protect consumers such as Electronic Fund Transfer Act and Regulation E. The Electronic Fund Transfer Act and Regulation E states that I have XXXX liability for fraudulent purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60610
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am following up on a complaint that was filed a few months ago, # XXXX. US Bank still has not reimbursed our checking account for the {$15000.00} that was stolen. This has been going since early XXXXUS Bank allowed a check that was white-washed from {$40.00} to {$15000.00} to be cashed even though a stop payment was put on the check prior to the check being cashed. I don't understand how this is even our issue. What's the purpose of 'stop payment ' if the banks are going to cash the checks anyway? If this isn't resolved I will be forced to seek legal advice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I called USBank Reliacard Visa customer service ( XXXX ) on XX/XX/XXXX to cancel the card, and was told that I would receive a notice of cancellation within two to three weeks. At almost a month, I have received no letter, and have repeatedly called the customer service number to check on the status of my request. Every rep identifies themselves as customer service, but after I give my card number, I am told that the rep I am talking to at the moment is not trained to handle my card business, then they tell me that they're happy to give me the customer service number, which is the same number I had just called. And so I call again, and the same thing happens- they will talk me until they receive the credit card number, then they tell me this exact same thing as above. And I call again, and again and again I get the same thing. I have tried other days and times, and they are able to access my account, so I know they can see the information, but once they get and enter my credit card number, they tell me they 'are not trained to handle this particular card '. But they will not tell me what is says there, even though obviously they have the ability to look at my account. All I want to know is if it shows that my cancellation request has gone through. Being that when I first dial the customer service #, and I am told by the automated answering system that there is a card associated with my number, and then I'm told the balance remaining ( {$4.00} ), obviously this card is still active 28 days after my cancellation request. And tomorrow on XX/XX/XXXX, I will be charged the monthly fee again ( {$2.00} ). I am convinced that they are shutting me out, so that there is no way I can cancel this card until I go below XXXX and I either have to pay more into the online site to avoid penalty, or I don't put any more money into it and they can charge me a penalty. I truly believe they are shutting me out, and when they pull up the credit card number, they see a message in their system to absolutely not discuss anything with this customer, and it shows them what to say to deflect me and give me the runaround, and this message they are seeing, to not deal with me, so that I can't cancel, will stay there until the card expires in XXXX, before which I will be charged penalites for going below XXXX in the account, because I refuse to put more money in this account to pay a monthly fee on a card I have every right to have canceled before the next payment date. The money in account would run out after the XXXX {$2.00} fee. As they will not help me, so I can't cancel, I can't do anything now about the fee being charged tomorrow XX/XX/XXXX. I decided to try one more time before filing complaint with you, and called the customer service # again, and asked first before giving the credit card number if the rep was able to service/handle the USBank Reliacard Visa XXXX XXXX and rep said to give them the credit card number, and they'll check to see what the customer service number is that I should call, and of course they gave me the same number again, which I had just called. Again. I told them I was filing a formal complaint, but was merely offered the number to call that I have been calling for days. I am sending a formal cancellation request by certified mail to XXXX XXXX XXXX, to their XXXX address ( XXXX XXXX XXXX, XXXX, FL XXXX ), including this letter to your bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Hi I buy a prepaid gift card from XXXX XXXX and I add {$500.00} in that card, but when I check balance in that card showing only XXXX, and I am calling help line no one is helping me I send by fax card detail and receipt proof of add {$500.00} but no one up to date contact me, whenever I called help line only saying apologies but no one help me and I saw review about this gift card all peoples are suffering look like this company is scammer and fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90503
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Problems at the end of the loan or lease
Subissue: Problem when attempting to purchase vehicle at the end of the lease
Consumer Complaint: On XX/XX/XXXX I overnighted a check to pay off my lease on a lease end purchase from US Bank on a XXXX XXXX XXXX. The amount was XXXX on Lease Number XXXX. On XX/XX/XXXX, the payment arrived and was signed off - XXXX XXXX # XXXX. On XX/XX/XXXX, I received a phone call from US Bank inquiring what I was planning on doing with my lease. I advised that I had sent in all my paperwork and the check was overnighted and received. I gave the person my XXXX tracking number. He had to investigate it and came back on the phone to state that he talked to lease end maturity department and they said they could not process my payment due to the fact that the legal line did not match the amount box on the check. Wouldn't it have been nice if someone had called me? I then asked the representative how I could expedite the payoff of the lease and he advised that he could take the payment over the phone for the lease amount. I provided my routing and account and he came back on the phone to tell me the most he could process was XXXX. I asked if he wanted to take my payment in increments as the money was there. He thought it was better He then provided me the information for a bank wire transfer to US Bank. XXXX XXXX with specific instructions on what to put in the memo section. I immediately notified my bank and they wired the money to US Bank. On XX/XX/XXXX, I received a phone call from US Bank asking me again what I planned on doing with the lease. I advised if she could read the notes on my account as I had just spoke with a representative on Friday XX/XX/XXXX and the rep said there were no notes regarding my payment. I then advised of the bank wire transfer and she said the lease maturity department does not take bank wire transfers. I said, why was I provided the bank wire information by US Bank if that was the case. After being transferred 3 additional times, they were able to locate my bank wire payment. And then I was told that they would need to send it back to me and that it could take 5 business days and I would need to send another check. I asked why I would need to send another check when they already had my money? I was given the excuse that it was with another department of US Bank which was the collections department. I advised that the collections department should be able to refund my money to the lease department. And the worst part is that they are now threatening collection actions if I don't send in a check when they are the one 's who have my money. I have spoken with a Senior Rep ( asked for a supervisor ). How can a bank treat a client like this? How can they provide me an expedited payment method through bank wire and then after they have the money refuse to apply the payment to my lease. They told me their procedures were that they can not accept bank wires for lease payments but they clearly did. Currently this has not been resolved and have been waiting on a call back all day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Hello, I have a US Bank reliacard for the child support I receive. I was alerted in XX/XX/2022 that the card had a fraud claim on it and so I was told to send in my ID and Birth certificate. I continued to call back 4 times and every time they told me to upload my personal information. In XX/XX/2022 then checked my account and the money had been take out XXXX even though my card was not active and my account was frozen at the time. I filed a claim dispute in XXXX which I won then the money was put back into my account. I ordered a new card and when I received the card I could not activate the card. I called card services again and was asked send in my ID and birth certificate AGAIN. Total of 5 times. I was told to check back in 2 weeks. I then checked my balance today and the money XXXX had been removed and I still don't have access to my card or account. I called card services again today XX/XX/2022 and have again filed a claim dispute and they are doing an internal investigation. They are saying it is possible Identify theft but I have checked my credit and it looks fine. I then hopped online after MONTHS of going back and forth with folxs at US Bank reliacard and come to find this is something that is happening all over the country. I am concerned at this point that internally at US Bank employees are scamming/defrauding millions of dollars. Please let me know if there is something else I can do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX made an unauthorized charge using my cancelled US Bank debit card for the amount of {$300.00}. The XXXX claimed that the charge was towards room booking at XXXX XXXX XXXX, in XXXX XXXX from XX/XX/XXXX th to XX/XX/2022. I ascertained that I never made the booking. Besides. I have a checking account at US bank for which the cancelled debt card was attached. I complained XXXX times about this unauthorized charge with both US Bank as well as XXXX. When I disputed this unauthorized charge with XXXX, they insisted that there was no record of any reservations made on those days. In addition, they denied that they have no record of the collected charge of {$300.00}. However, US bank debited the amount from my account of $ which has to be reversed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I edited the XXXX for US Banks credit card XX/XX/2022 with new bank account XXXX XXXX XXXXXXXX ) information to be withdrawn. However, the payment of {$160.00} on XXXX XXXX XXXX XXXX XXXX payment was processed from an old bank account ( credit union ) that did not have sufficient funds. I called the institution and requested that the transaction be canceled as on my end online the payment information was being displayed with the new bank account. There was no way for me to visualize that the payment was going to be processed from the old bank account as I had deleted the old account from the system. The XXXX screen showed that my future payments would be made from the new bank account. The old bank account did not have sufficient funds as I was no longer planning to use it and I incurred a not sufficient funds fee. The customer service representative and the supervisor did not acknowledge that the information had not been updated in the system, they did state that they see the XXXX edit done by me in XX/XX/2022.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60148
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A