Date Received: 2022-09-11
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: It is about a XXXX XXXX {$50.00} card that was gifted to my daughter on her XXXX birthday, XX/XX/XXXX. Like all the gift cards i received for her birthday, i kept it until she may decide on what to use it for. When we tried using the card more than 2 yrs ago ( during the lockdown ) it won't work. I called XXXX ( XXXX ) XXXX at least 3x, i was just told that they can't do anything anymore. I didn't even activated that mastercard debit card. Expiration is XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90039
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a bitim of identity theft. Someone has tried to open up Checking accounts in my name. 2 were XXXX XXXX and US Bank. I had a XXXX XXXX account awhile back but it has been closed for sometime now. Someone on a couple other dates tried tomopen up credit with them. It was not me. A former employer stole identity and my SS # has been compromised along with my id. My information also was comptomised through the XXXX XXXX breach and XXXX company breach as well. I filed a police report and I have locked my credit so that hopefully damages can no longer continue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60659
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was charged XXXX from my account and didn't get any products .I was told by the employee from the store that there system crashed and I had to go inside and pay on XX/XX/2022 and I sent the receipt that I had to the bank but they keep telling me I haven't sent them enough evidence on my account XXXX and XXXX was taken out on XXXXThey said they sent me a letter but have not received anything
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 455XX
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: U.S. Bank Home Mortgage has {$34000.00} for me in a restricted escrow account that was left after my home was repaired in Hurricane Ida. I want to pay my home out. They have received the {$1400.00} from my XXXX Bank account. I have never seen a company that doesn't want a customer to pay them out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70068
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: In XX/XX/XXXX, I contacted my bank teller/manager ( named XXXX XXXX XXXX of my US Bank branch account via email request to process an international wire transfer regarding a real estate property my husband and I were acquiring in XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I shared all the information needed to process the wire transfer to XXXX via email ( containing all beneficiary bank account information ). On XX/XX/XXXX, I went personally at the US Bank branch located in XXXX ( XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX ) to placed an international wire transfer. I was helped by the bank teller/manager named XXXX XXXX who XXXX had previously spoken via email and shared required information for the transaction. While filling out the request form XXXX XXXX told us their system required an extra digit for the IBAN number and the added an extra / at the end of the number I provided, he said that was a normal procedure when this situation happened. I never provided an extra / digit as part of any number. I showed him pictures and files with the correct account, XXXX, XXXX, XXXX numbers provided by the beneficiary and their XXXX XXXX manager contact. All numbers were triple checked. XXXX XXXX then placed the wire transfer request to their wire desk department and provided me with a printed Receipt of Remittance Transfers Consumer International ( USD / FX ). Later on I was also provided with another receipt named Wire Instructions Confirmation. Later on after many requests placed by the beneficiary bank named XXXX XXXX, US Bank teller XXXX XXXX was also able to provide another document called XXXX XXXX XXXX referencing transaction identified as PAYMENT PRINT : XXXX XXXXXXXX. The amount transferred was {$8100.00} ( which was R {$40.00} reais at the time ). The funds never showed up in the beneficiary account. I have placed many requests to XXXX XXXX bank and their proper exchange department ( named in portuguese XXXX XXXX XXXX XXXX XXXX ) and they continue to say the numbers were never transferred. On XX/XX/XXXX I placed a recall on US Bank with bank teller XXXX XXXX Later on another request for recall was placed with XXXX XXXX on XX/XX/XXXX via email. Before placing the recall, I also spoke with bank teller named XXXX. XXXX who called their wire desk with no success, I was specifically asking XXXX XXXXXXXX to provide documentation such as receipts and XXXX XXXX XXXX. As of XX/XX/XXXX the money has not been refunded to my account and US bank said if XXXX does not respond to the refund request or chooses to not send the money back, that there is nothing that US bank can do to refund me. On XX/XX/XXXX, XXXX XXXX sent me an email saying their wire desk finally got a response from XXXX where they said " XXXX has finally reached out and informed us that they are in the process of returning the funds. Typically take 3-5 business days from here ''. As of XX/XX/XXXX and the 5 businesses days have passed and I don't have my refund or any update on the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83702
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Bank refusing to return deposited cash amounting in {$1300.00} or more. Account is in risk management due to a returned personal check that was never cashed or released into my account. I have no knowledge of the deposited check being bad account is now in a hold a status. Have spoke to multiple branch managers, fraud department associates etc and everyone is giving me the run around. Account also has fraudulent mailing address listed for California. I do not live in California nor have I ever had another US BANK account. Presented receipts stating cash was deposited and they still have not released my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85295
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Someone called in from US banks number pretending to be them. They said that someone was trying to spend {$3000.00} in XXXX services ( which i have never used before ). They asked me all the same questions US bank asks and just wanted a confirmation number to verify my identity, and with that number, they were able to take {$1800.00} out of my checking account. I called and filed 2 claims with US bank and filed a police report, but US bank refused to help me. They knew about the issue and did not tell their customers until 2 weeks later, but did not want to help those that had to go through the issue before the email was sent out. Every time I was on the phone with them, all they did was transfer me around to multiple people who could not help me. I thought my bank was supposed to help protect me and help, and this was a problem that they should have let us know about sooner, or done something to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80005
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have been a cardholder of Elan 's XXXX branded card for several years. I was hours late ( as in close to midnight on the due date, meaning the payment would credit the next day ) making my monthly payment. I paid over the minimum and immediately messaged customer service, apologized for my oversight, and requested to have the fee reversed. I received a note back from customer service that they had reviewed my account, declined the fee reversal, and they recommended I enroll in autopay to avoid this happening again. It is incredibly demeaning and condescending to copy-and-paste a paragraph about autopay to a customer. I had never been late making a payment in years with the card. I messaged back and said " If you do not remove this fee, I will close my account. '' Without my consent, my account was closed! While reviewing the details, I noticed that Elan had raised my interest rate without informing me, maintained the late fee, and by closing my account, prevented me from accruing or redeeming XXXX rewards points ( Elan requires their redemption in XXXX increments ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78154
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to work with US Bank since midXXXX to get assistance/some type of modification. I have had my case closed several times due to " missing documentation '' for items that I did indeed submit or missing answers to questions that I did call up and answer. This is a terrible process and I have to say that I'm not at all unfamiliar with it. In XXXX I actually worked for a small company that helped people apply for and get mortgage modifications. I have assisted more than 20 individuals with this process and gotten approvals, even on some properties that had foreclosure dates. I do know through this process. My complaint is that underwriters and the modification team customer service don't seem to communicate very well. I have submitted documents to start and re-start this process 3 times. This last time, I received 3 separate phones asking me to answer a question about a discretionary bonus. I answered the question all 3 times ( I was told a verbal answer would suffice ) and then was told that nothing additional was needed and the file would be sent to U/W for review. The 2nd and 3rd times I asked why the file had not yet moved on to the final review process with an U/W and was given a flimsy answer about it being flagged in the " wrong system ''. It is unacceptable that I should receive another notice that the review was closed due to " incomplete application '' after I was told that everything was complete.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28451
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is my second time submitting a claim about US Bank, in regards to my home mortgage. It appears to me that US Bank has deceptive practices that prey on consumers. They continue to give me false information and do not accept responsibility for it. In XXXX of XXXX, I applied for Mortgage assistance through US Bank, the bank that holds my mortgage. At the time all I wanted was a 1-month deferment to provide some relief from my monthly expenses. That month I was not doing well with my business and had some unexpected expenses come up. At that time, when I applied for the Mortgage assistance, I was not behind on my mortgage and was still within the 30-day period. I was notified that I was approved for loan modification. The terms where my monthly payment would get lowered to {$660.00} and the first payment was not due until XX/XX/XXXX. Again, at this time I was still within the 30-day payment period and was not behind on my payments. To confirm the information, I received in the mail, I decided to call US Bank. This is all still in XXXX of XXXX. I spoke with 2 representatives from US Bank. I asked them specifically, according to the loan modification my first payment is not due until XXXX XXXX. Does that mean I don't have to make a payment until then? And if I don't have to make a payment will this go as a negative on my report? Both US Bank representatives stated that I do not have to make until XXXX and that the missed payments will not be a negative on your report. Based off the information I received from US Bank I decided not to make my XXXX and XXXX payment as I was told it would not be a negative mark on my credit report and the first payment of the Loan Modification program was XX/XX/XXXX. Once XX/XX/XXXX, came, I made my first payment for the loan modification program, on time. After that I received a credit report notification that I was 30 days late on my Mortgage payment. I immediately called US Bank to get this corrected as I was told it would not affect my credit. When I talked to the US Bank representative, she confirmed what the other 2 representatives said, that I should not have a negative late payment on my credit report. And was told they would submit a report to to the credit department to correct the error. I was told it would take 30 days to update. Later in XXXX I received a letter stating that the late payment would be suppress. XXXX and I made my payment within the 30-day period. My credit report updated to show that I am now 60 days past due. I once again called US bank to complain. The US bank representative told me once again that I should not show any late payments and that she would input another dispute to their credit department to update and correct the issue on my credit report. I was once again told that this would be corrected in 30 days. After that call I received a call from US Bank stating they had important information about my account, I missed the original call, but called them back. This is still in XXXX. When I call them back, I once again brought up the late payments that were showing up on my credit report. This time the US Bank Representative told me that this was not true, and the loan modification does offer any credit report protections. And that the previous representatives gave me false information. I asked her could they update my credit report because I received false information and based my decision on moving forward with the loan modification off the information US Bank representatives gave me. She said I could not. I proceeded to ask to speak to the Manager and was connected to her supervisor. I explained the situation to her, and she confirmed because they have recordings and notes from all my previous calls. The Supervisor for US Bank told me there was nothing she could do even though she admitted that I was given false information, they refuse to correct the information on my credit report. The only thing she said she would do is have the representatives I spoke with go through more training. That does not help me. I was following the instructions US Bank gave me and if I had of known that this would affect my credit report would have not accepted the modification and made my payments as normal. Again, US Bank also has notes and recordings of all the phone calls I made trying to do my due diligence on this option that is supposed to help consumer not hurt them. Most recently, I made additional calls into US Bank. On those calls I was told that once I have successfully completed the Trial Loan Modification program that those payments would be applied to my account and the 60 and 90 day late payments that are reported on my credit report would be removed. That never happened, when I called back in they told me the information I was given was not true. Once again I was lied to and given false information. I spoke with a Manager, which I would like to highlight that she hung up on me. When I spoke with her and explained the situation all she said was you were given a letter with the terms and theirs nothing we can do. As I stated to her the terms do not highlight directly how this loan modification affects my credit. I call in because I need better understanding to make a decision whether or not to accept the trial program. How can I be penalized because you are given me false information? As stated in my previous paragraph, I was not more than 30 days behind on my mortgage before the trial program. And if I would have been correctly informed I would have not done the program. And in all honesty US Bank is the reason for the late payments showing up on my credit report because they gave me false information and lied to me. They talk about caring for the customer and consumer but they don't, they just say and do anything they want. They need to take responsibility for their actions and remove all late payment notices from all of my credit report. All the calls are recorded and you can hear me clearly asking questions and voicing my concerns. But they continue to give false information. In addition, if you review my credit report their are inconsistences being reported. The following is being shown in regards to US Bank Mortgage. XXXX XXXX - 60 days late XXXX - 90 days late XXXX XXXX - 30 days late - THIS WAS SUPPOSED TO BE REMOVED, BUT WAS NEVER REMOVED XXXX - 60 days late XXXX - Paid on time- XXXX 90 days late XXXX XXXX - 30 days late - THIS WAS SUPPOSED TO BE REMOVED, BUT WAS NEVER REMOVED XXXX - 60 days late
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A