Date Received: 2022-09-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Since the account closed in XX/XX/XXXX, I haven't received my funds. I called in XX/XX/XXXX and was told there was nothing in the account. I hung up and called again to speak with another representative and was told that that they have no way of getting into a closed account. I then called again XX/XX/XXXX and spoke with a young lady who had no idea what she was doing and cut the call short by saying she couldn't help me at all. Called again in XXXX with a young gentleman who said he could see that I had money in the account and that it was closed but there wasn't anyway to see if the check was mailed. Called in XXXX and spoke with a young lady who actually took the time to speak with a supervisor and after a long phone call was told that her supervisor was able to see that they did have a check made out to me and that it hadn't been cashed yet. They were going to mail it out to me and I should have received it the first week of XXXX and nothing yet. Called again on XX/XX/XXXX and was told that there were no notes in my account and they have no idea what's going on. She sent a message to another department that deals with closed accounts and she said someone would reach out to me. Haven't heard anything yet and I'm over calling them and going through the same story with nothing to show for it. I just want my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47909
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Dear FTC, On XX/XX/XXXX I received an alert that my checking account was overdrafted. I checked my account and it appeared a payment I did not authorize was charged against my Webster Bank Visa Card for XXXX On XX/XX/XXXX I made several calls to the Visa / Webster bank credit card company and they said nothing could be done since the payment was processing. They said that I signed up for " autopay '' which I did not. I searched my email and could find no record or confirmation that I signed up for autopay. The supervisor could not explain and the fraud department could not explain when I signed up for autopay and affirmed that all of my payments appear to be " webpay '' ( meaning I pay manually ). They said to call on XX/XX/XXXX as the payment will have posted. Webster/Visa says it will take 15-17 days to restore my funds and my bank says it can issue a provisional credit in 10 business days. By charging {$1700.00} against my account they have triggered an overdraft from my checking account and left me without access to cash. I did not sign up for autopay and believe the Webster/Visa bank may have " robo-signed '' me up for autopay of the full balance without my consent. I am asking for an emergency intervention to restore my funds to my checking account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: on XX/XX/2022, I called US bank to verify my credit card because I switched a new cell phone yesterday and I have trouble adding the credit card to App pay. it said I need to call the bank to verity this card. so I did call this morning. However, what is disappointed is that I was keeping transferred to a different departments with long waiting, during which time one of the representative even told me this is not their job. I said it is exactly instructed, then she transferred me again. Just like this, the whole process took me 45 min and nothing solved. finally I need to hang up. it is like they have no idea what they should do. what is even more, this was not the first time I had trouble with their services. last time my card was stolen and there are a few charges that were not authorized. I called and told the representative the situation while she asked me 3 times like this : '' are they really not your own charges? '' wow I have really nothing to say. so what she was thinking?? I used my own card a called them someone stole it? The services in the US bank are really in bad quality and there is something seriously wrong with their attitude.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39503
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: To whom it may concern, I am reaching out to US Bank to file a formal complaint of discrimination. I have tried to reach out to US Bank via phone, letter, and email to no avail. Please see below list of events as my goal is to get this resolved. Please advise : How can a department be called Customer Care Unit but blatantly ignore your customers inquires? Start list of events XX/XX/2022 Customer service : Not our department but we can reach out to the Customer Care Unit. I was transferred to XXXX ( Customer Care Specialist ) Conversation with XXXX XXXX : Needed a contact number for you. XXXX I provided the number. She asked about my political affiliations. Me Why do you need to know that information? XXXX Its a required question and everyone that opens a new bank account must answer. XXXX I already have an account with you guys, ( three accounts in total ) is there a button for decline? XXXX No, you must answer in order for us to process the POA. Me I am going to formally decline. Will US Bank send me a letter head/email stating I was not approved due to this question? XXXX Yes, or you will receive a signature page to fill out. Me Ok, that works, and I will cross that bridge then. End of conversation ( Of what I can recall. ) I have a degree, so something told me to do a quick google search. Upon my research, she was referring to a politically exposed person. I was under the impression it had to do with who I voted for. Sent an email XX/XX/2022 ( see attached page 1 ) Left voicemail XX/XX/2022 Called to check the status. Was told by customer service that the Customer Care team has a window of 48hrs to respond so please allow that to happen. So, I waited. XX/XX/2022 Still no responds from XXXX XXXX Talked to customer service and was informed that a signature page was in the mail. I asked to talk to someone and was told 1. XXXX XXXX wasnt available. 2. No one in the department can help. 3. XXXX XXXX doesnt have a direct supervisor that I can communicate with. Conclusion of call Just wait for the mail to come. XX/XX/2022 Mailed signature page. XX/XX/2022 Called to get update on status. Per customer service agent : I see that you are listed as a POA but they still havent received your signature page. Thanked her or her assistance and left with an understanding that it was just a waiting game at this point. XX/XX/2022 Checked my US bank accounts online and noticed that one of my mothers accounts is listed under my dashboard on the app. I immediate called US Bank to find out why I was granted access to one account but not the other. 1st call Woman cold transferred me after I said it was an issue with a POA. It asked for a 7 digit extension to which I did not have so the system hung up on me. 2nd call Spoke to someone and I couldnt hear them thus, they hung up. 3rd call Told them the situation and asked to talk to a supervisor. Was told that there isnt a supervisor available, but I can transfer you to card services. Since I am still fishing in the dark, all I could do is say ok. I dont have a card number so the system just hung up on me. 4th call They confirmed that I was POA on one of her accounts but not the other. He did not know why. I went through the same song and dance with trying to talk to anyone at this point and was told again no one can help. I feel I am being discriminated against, and would like to file a formal complaint. Per the rep : He sent a CCU form and a Customer satisfaction document. Since I dont have a line of sight and based on US Banks actions, how do I know that you submitted these documents? After a hour conversation I was given an address this address. End of list of events Finally, this is my last avenue at this point. Thank you for reading this list of events and I look forward to hearing from you all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75088
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received an offer to Pay your cable and cell phone bill the easy way and earn a one-time offer of XXXX Rewards XXXX1 when you set up automatic payments or pay one bill at a time with your Fidelity Rewards Visa Signature Card by XX/XX/2022. Contact your providers today to get started. On XX/XX/2022 I made a {$25.00} payment to my cell phone carrier XXXX ( XXXX XXXX XXXX ) I received a letter today stating that it did not qualify. XXXX is a cell phone service provider
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I got unemployment benefits from US Bank Reliacard and I can not access my money. I verified my identity at verify.usbank.com and still can not access my funds Reliacard Account ID # XXXX phone number for customer service ALWAYS give the same infuriating message about high call volume no matter what time of day and Hangs Up In Your Face. XXXX is a joke!!!!! I lost the QR code for activation and have no way of contacting them because they disconnect the line. I am starving and I need my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78229
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
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: This complaint is in response to the inaccurate information provided by Elan Financial letter dated XX/XX/XXXX where they still state merchandise never received or delivered by XXXX XXXX was received. Their own words. Elan has an inadequate dispute resolution and investigation process as evidenced by our recent experience see complaint # XXXX. Letter signed by XXXX indicates " On XX/XX/XXXX we denied your dispute claim as we determined you received the services rendered '' which is false. Complaint : Elan Financial XXXX XXXX XXXX has a flawed/inadequate dispute resolution process which disregards information provided documenting erroneous transactions where merchant failed to provide services/merchandise purchased. Cardholder rights are consistently ignored as investigation only considers evidence of purchase rather than were goods and services actually provided! Via the CFPB portal I received a response to complaint # XXXX from Elan Financial Services dated XX/XX/XXXX which contains false information. From their letter currently on portal On XX/XX/XXXX, we denied your dispute claim for XXXX in the amount of {$1900.00} as we determined you received the services represented in the transaction. We never received the gazebo and it was not installed by XXXX which was the basis of the charge back. In spite of my many attempts to communicate with Elan Financial dispute staff as outlined in my prior correspondence and complaint # XXXX, Elan never considered the cardholder rights to receive credit for merchandise never received. Our experience with Elan was so heinous we actually had to travel from residence in XXXX XXXX NC approximately 150 miles roundtrip to XXXX XXXX NC XXXX XXXX on XXXX XXXX to personally obtain credit for gazebo never delivered by XXXX in amount {$1900.00}. When we presented our request and information to XXXX at customer service desk, very same information previously provided to Elan, she apologized profusely and quickly provided credit. Elan dispute staff ( my records indicate XXXX, XXXX and XXXX XXXX would never listen to us or consider same information which is very troubling. My requests to have dispute escalated were ignored. XXXX, at XXXX XXXX, further commented that due to consistent problems with vendor, XXXX XXXX no longer does business with XXXX XXXX. Had Elan ever taken the time to contact either XXXX or XXXX XXXX they would have learned same information and should never have denied our request for credit. Instead, Elan staff stated we are relying on MasterCard to resolve dispute hiding behind their failure to protect cardholder rights! Elans only information they made this erroneous decision with was a receipt of purchase of gazebo dated XX/XX/XXXX. Purchase of merchandise was never in question, delivery to XXXX XXXX and installation by XXXX was the issue. Merchandise never received! Why would XXXX, independently of Elan, issue us credit in the amount of {$690.00} on XX/XX/XXXX if the merchandise had been delivered and installed? Those facts in of themselves document merchandise was never received by cardholder. And yet on XX/XX/XXXX Elan reversed the provisional credit saying the dispute was resolved. Really? Further insult in the XX/XX/XXXX response to prior complaint said XX/XX/XXXX decision to reverse provisional credit was we received the services represented. In spite of compelling documentation Elan blatantly ignored cardholder information substantiating cardholder rights. The only way we actually received the credit we were entitled to was a long drive to vendor site since Elan Financial staff ignore cardholder documentation. Elans blatant lack of consideration and regard for cardholder rights is truly astounding! A quick review of current CFPB database reflects 362 consumer complaints. A review of XXXX XXXX XXXX website reflects 1,165 complaints in just the last 12 months for Elan and a rating of XXXX out of XXXX. XXXX XXXX reflects a current rating of XXXX out of XXXX stars for Elan. The most recent complaint on their system was no protection from unauthorized charge just 2 days ago. I guess no one should be surprised! I am formally requesting the CFPB initiate an investigation into the failed dispute process currently in place at Elan Financial as their current practices in no way protect cardholder rights. I am maintaining all of the records and documentation to support this most recent unacceptable cardholder experience and would gladly answer any questions regulatory staff might have along these lines. As a former XXXX XXXX XXXX with Federal Reserve Bank, 5th District headquartered in XXXX, VA I have not seen such mishandling of consumer/cardholder rights. Elan management needs to be held into account for inadequate investigations by dispute personnel ignoring cardholder rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX I called US Bank ( the mortgage holder ) to obtain the amount needed to pay off the loan. They provided me the amount and I submitted a payment for that amount. They stated it would take 10 business days to complete the transaction. When I called two weeks later they said that they had not processed the payment and it was sent back due to it being partial and not reflecting the full loan payoff amount. I let them know that I paid the amount I was given AND asked why they wouldnt accept that amount toward the loan and allow me to pay the remainder? They could not answer that. I then cancelled and submitted the payment again ( with the new payoff amount they provided ). Because of this the second payoff attempt, that US bank accepted, was finalized in XXXX. US Bank has reported the XXXX payment as delinquent despite their decision to reject/ not process the first payoff made in XXXX. I have never had a delinquent payment on this account, for the 2+ years Ive had this loan. The only reason the payment was not made in XXXX was because US Bank elected not to accept the payment, which they did not notify me of until I called to inquire. Additionally Ive spoken to US Bank representatives that they themselves did not know partial payments would be sent back. Ive had no luck with getting anywhere with US Bank but do not believe this should be reported as a delinquent payment since had US Bank not rejected a funded payment in XXXX, this would not have been the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I recieved a check in the mail, and I had asked the teller to please check to make sure the check was good before depositing into my account, I also asked him to deposit my workman 's comp check.. The teller stated that he would, I later got a notice that my account was closed due to fraud and that I would recieve my funds in the mail by Cashiers check still no check and its been over a year I had a little over {$200.00} left to be returned to me. My wife just had the same thing happen to Her same bank same issue this time it was close to {$2000.00} owed. They need to go after the fraudulent people and not the innocent customer. The banks name I US Bank XXXX XXXX XXXX and XXXX XXXX. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 71913
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Account never Late and paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33060
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A