Date Received: 2022-10-14
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: On XX/XX/XXXX I purchased a visa gift card for {$500.00}. In XXXX of XXXX I tried to activate my card to use it to find that someone else had falsely registered it and used {$490.00} of the fund. I called and spoke to VISA who informed me to send in all documentation they required and a copy of the card which I did on XX/XX/XXXX, but had to refax over 3 times for them to " receive it ''. On XX/XX/XXXX I was mailed a letter that they investigated the claim dispute and I was entitled to a new card replacement with {$490.00} on it. To date ( XX/XX/XXXX ) I have yet to received a replacement card. I have called over a dozen times to be told that there is an error in processing and to call back in another 3-5 days. Each time I am given the run around, or told that I could not speak to a supervisor, and placed on hold for over 30+ minutes, or simply hung up on. This is a lot of money to me and my family and it has been nearly a year since I bought the gift card, 10 months since I started the dispute, and 8 months since I received a letter from them that stated they owed me {$490.00} and would be sending me a new card. I am very frustrated, my patience has run out, and I am tired of the run around. I need some help to be able to have this in time for XXXX this year. I have all documentation, thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I HAVE NEW INFORMATION to support my complaint On XX/XX/2022, I called Elan Financial Service regarding my financial hardship due to COVID-19. CREDIT CARD ACCOUNT # ENDING IN XXXX World Elite I spoke with an agent, who assured me that the CARES ACT would prevent late fees and late payment reporting from being assessed. I then made an attempt to contact the business to find out why this was being reported. When I explained that the information was false and that I had been promised that the late payment would be removed and the late fee waived, the representative said she couldn't assist me and that I would need to contact the consumer reporting agencies to file a complaint in order to have it removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
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: US Bank makes it extremely difficult to pay off your lease. My lease is ending. I contacted the dealership about trading in on a new lease and was advised that US BANK does not honor the buy out price on a lease when trading into a dealership. I feel this is deceptive and it was not disclosed to me when I leased the vehicle. I decided to purchase my vehicle. The rates at US Bank were nearly twice what my credit union offers so I requested pay off documents be sent to me. They arrived in the mail approximately 7 days later and stated the check must be received 10 days after the letter date. This made it impossible to work with my bank to finalize a loan and return a check as I only had 3 days left. I assumed this short date was due to the timing of my next payment so I requested another letter but every letter is dated only 10 days after the day its requested even if the pay off amount doesnt change after that 10 days. US BANK stated theyll accept the amount up to 10 days after but of course my bank will not accept that verbally. Theres no reason they shouldnt be able to date the letter for later. They also listed incorrect tax information on the letter which further delayed the process. See attached for letter dated 10 days after the issue date and the incorrect sales tax info of 9.5 %. Sales takes in Tennessee are 7 % I feel due to high car prices at the moment US Bank has changed their policies on loans to make it more difficult for consumers to purchase or trade in their cars at the end of lease. This is unfair and deceptive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37601
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: To whom this may concern : US Bank refuses to act on a obvious fraud by an individual. I have lost {$250.00} caused by a fraudulent action by an individual using fake XXXX emails. I provided US Bank this info and their response to me was " {$250.00} posted as Requested ''. They did no investigation. The individual is still out there ripping people off. Here is a letter sent to U.S. Bank this week. To whom this may concern ; I am in receipt of your letter dated XX/XX/2022 regarding my claim of fraud and your denial of that claim. I find it incredible that U.S. Bank sanctions fraud and deceit as long as the fraud Posted as Requested. You obviously did no investigation. I expect to have my {$250.00} returned to my checking account. I explained to the claim taker I have fraudulent XXXX emails the individual used. Obviously that does not matter to U.S. Bank. There is no way that I am going to let this go. U.S. Bank is allowing a thief to continue to rip people off using U.S. Bank and XXXX. I have reported the criminality to various government agencies including the Federal Trade Commission, XXXX XXXX XXXX XXXX, and the Office of the Comptroller of the Currency since your company makes it impossible to file an XXXX Complaint. I expect to hear back from you no later than XX/XX/2022. I expect you to do a complete investigation and I expect you to refund my {$250.00} which was stolen by a XXXX impersonator. Sincerely ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
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: While on vacation, I booked a rental car through XXXX with XXXX on XX/XX/2022. When we picked up the rental on XX/XX/XXXX, XXXX gave us an invoice for {$490.00}. I signed for this amount with the understanding that XXXX would temporary place a hold on our credit card for a security deposit in the amount of {$200.00} ( plus a deficiency in the payment voucher from XXXX of {$8.00} for a total of {$200.00} ). The security deposit would not be charged against our account if we returned the vehicle. We returned the vehicle on time XX/XX/XXXX. On XX/XX/2022, XXXX charged my credit card {$100.00}. On the same date, XXXX emailed us a new invoice ( which did not contain my electronic signature ). The new invoice included all the same line items except a new line item " O5 '' in the amount of {$82.00} plus additional taxes in the amount of {$13.00} ( the tax amount increased from {$47.00} on the original invoice to {$61.00} on the new invoice ). I contacted XXXX but did not receive a satisfactory response about the charges. I contacted my credit card company, U.S. Bank, to dispute the additional charges. The credit card company sent my a dispute form, which I completed and returned on XX/XX/XXXX along with a letter detailing the history of the transaction with XXXX. Periodically, U.S. Bank sent text messages telling me that the bank was investigating my dispute. They forwarded me XXXX 's response, which did not explain the O5 charge. I responded. On XX/XX/2022, U.S. Bank sent me a letter, denying relief on the disputed charges. The letter stated : " After reviewing the information that has been supplied, we have determined that we are unable to assist you in resolving your dispute. We have determined the disputed transaction is a difference in pricing rather than an incorrect transaction billed to your account. Unfortunately, the price was not provided in writing prior to the transaction being processed. '' I did not find this explanation satisfactory, so I contacted U.S. Bank customer service. On the morning of XX/XX/XXXX, XXXX from the fraud investigation department of U.S. Bank returned my call. According to him, the bank was denying my claim because I authorized the transaction even though I had not authorized the amount charged to my account. I analogized the situation to a restaurant transaction where a server charges a higher tip than authorized, but XXXX said the bank could not help me. I feel that U.S. Bank is being complicit in the fraud that XXXX has committed against me by charging a different amount than I authorized at the time of the transaction. A review of the two invoices makes it obvious. The fraud investigation department of U.S. Bank appears incompetent at its job or willingly overlooking the fraud perpetrated by XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66604
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I used XXXX to pay a rental deposit and the supposed landlord/property owner has now disappeared on me along with my money. I filed a complaint with US Bank who said they would be sending my paperwork to submit my Fraud case. After a week of having received not paperwork, I called back and was told I was denied. The person on the phone stated that it was my fault for sending money to someone I didn't know and that XXXX was not supposed to be for that. I did everything you are supposed to from going through a reputible company to find listings ( this was from XXXX ) to even verifying with the County Assessor 's office the that the owner 's names matched. I also pointed out that this was not unusual and that I had many potential landlords asking for even the application fee to come through XXXX. They didn't even give me an opportunity to submit my evidence, which included the property owner letting me know I would be immediately refunded if I chose not to rent from them. They did no investigation and just denied my claim. I was only given an email to submit documents, after I called and complained at the Bank after a week and so far have gotten no response to the documentation I submitted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX my Us Bank Reliacard was declined. This has happened 3 previous times due to fraudulent activity on my account. This time, when I called customer service, the automated service stated all operators were busy, please try again. I have called multiple times a day, every day since XX/XX/XXXX without talking to anyone. I need access to my money!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43224
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: On XX/XX/XXXX us bank took all that I had and left me homeless stranded in Florida during hurricane Ian. I am Without food. I have been diagnosed with XXXXXXXX XXXX XXXX XXXX 1 year ago. I have an attorney. They took my money from my XXXX checking account. When I contacted XXXX they would not help. They said it was a letter of intent. I needed to call us bank. XXXX new it was fraud yet still did nothing to help me. They keep telling me they will give me proof of the letter of intent. However IXXXXstill never received a copy and they closed my case without any help. I have been discharged from bankruptcy and no longer owe us bank a cent. I had proof of such. With a court ordered letter. However, XXXX Ignored me. Even knowing my condition. I contacted us bank. Us bank Then told me because I have an attorney they wont talk to me about my account. My attorney contacted them via email and called. They have not contacted him back till this day. My attorney can not work for free. Us bank has put me in a very bad place. I hope this doesnt not kill me!! Please help Im currently without a residence. Completely bankrupt and suffer from XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 436XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I received a call from XXXX which is the US bank XXXX XXXX XXXX and also the bank that I Bank with. The person on the line said that they were with the fraud department and that someone was trying to access my funds via XXXX I explained to the representative I had never used them and so I did not know how that could be happening or how it worked. The representative told me that I needed to follow her instructions in order to catch the person that was trying to access my funds. So I assumed it was legit since it was coming from the XXXX XXXX. I have that number in my call log it called me XXXX XXXX on that XXXX. I unknowingly followed the representatives instructions which gave someone access to my funds and sent them {$2000.00}. The representative assured me I would get my money back as they were tracking the person who was doing it and trying to catch them. The following morning I went to the bank and spoke to a representative and also called the XXXX department and they told me that there were similar scams going on within their bank and that they knew it was fraud and that they would launch an investigation and refund my money in up to XXXX XXXX XXXX XXXX later I received a letter stating that they have denied my claim and that I will not get my funds back. I need help I have been banking with this bank for XXXX XXXX I am a XXXX XXXX XXXX XXXX who has been on his job for XXXX XXXX I get XXXX XXXX XXXX XXXX. I really need help getting my money back and can not afford to be without my {$2000.00} as I have a family to take care of and bills to pay. The bank needs to follow this money and see where this money went and also do an internal investigation since the number that was calling me was their XXXX XXXX Can you please help me get my money back?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Charging overdraft fees when my account showed I had the funds available : Inaccurate 'Available Balance ' reporting has led to overdrafts on my checking account with US Bank twice now. Most recently, I received a notification today ( XX/XX/12 ) that my account was {$120.00} negative due to 'holds or other adjustments. ' I check my available balance almost every day. Even considering all pending transactions on my account, my available balance has shown to be roughly {$80.00} or more for over a *week*. The app literally shows the updated available balance under each pending transaction while they're still processing so you know how much you'll have once they clear, and I was nowhere near negative. Two small charges ( totaling less than {$40.00} ) went through today and suddenly my available balance was - {$120.00}, when no other charges had been added since yesterday, when the balance was showing to be well above {$40.00}, even with pending transactions. Today, all of the numbers showing my available balance after each transaction are significantly lower than what they were while those charges were pending. I am also not aware of any holds on my account/card and have no clue what 'adjustments ' would apply or have caused this, and I have no clear way to find out. Either their technology is malfunctioning, or they are intentionally manipulating available balances or transaction processing to mislead customers and result in overdrafts so they can profit off the fees. Their overdraft charge is {$36.00} per transaction, which means they'll now charge me at least {$72.00} in overdraft fees due to inaccurate/misleading account reporting- on top of the {$120.00} they say I overdrew, despite my account being nowhere near negative when I checked it last. Which means {$200.00} less from my next paycheck that I'll have to put toward bills and groceries. Given the impending recession, this seems especially heinous and worth bringing to an official 's attention. This is, at best, a serious error in their app/online banking, and, at worst, a malicious attempt to wring as much money as possible from the rapidly-shrinking pockets of everyday people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A