Date Received: 2022-08-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a new checking account with US Bank in XXXX of 2022. I have been an existing checking account holder for 15 years. I received a promotional email to open a new checking account, set up direct deposit and receive a certain amount back {$200.00} or {$400.00} depending on the amount of direct deposits within the 90 days. I called to verify before opening the account that was eligible since I already had a checking account. I opened the account. Met all requirements. I called XX/XX/XXXX to verify. Spoke with 2 different agents and was told I met all requirements and the promotional cash back should be in my account within 3 to 5 business days. I opened a chat this morning and was told I was not eligible because I already had an account open. I asked why I received the promotional email in the first place. No answer. I explained that I had verified before opening the account. No response. The agent I spoke with had no recourse on anything that I could do. This is unacceptable and I believe they wanted another open account to charge monthly fees. The misinformation is also not acceptable because I should be able to trust what any representative tells me, especially for the institution that handles all of my income.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Fraud Claim # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ID XXXX XXXX XXXX XXXX. Call text from US Bank on XX/XX/2022 at XXXX asking if I authorized a purchase at XXXX for {$460.00}. 2. I replied no. 3. Received a text that my card was restricted and I would receive a call in 5-10 minutes 4. I received a call from XXXX lasting approximately XXXX minutes. I was told my account ending in XXXX was compromised but had been locked. I was asked to give the last 4 digits of my SSN. A new card would be issued to me by XXXX. 5. I was told I would receive a number of texts with codes that I would need to repeat to verify my account. 6. On XX/XX/2022 I contacted US Bank because the process was different than other times when my card had been compromised. I was especially concerned because I saw there were 4 cash advances from my credit card ending in XXXX from 2 different banks. The total amount was {$840.00} ( {$800.00} plus {$45.00} in transaction fees ). 7. I was told there was no calls made from US Bank on XX/XX/2022. I then reported my card had been compromised. 8. My cards had not been stolen. No cash advances were authorized nor were made by me. My son is an authorized user. He made no cash advances and his card was not stolen. 9. I was told it would be investigated. 10. On XX/XX/2022 I received a letter stating the transactions were authorized and linked to the credit card ending in XXXX. The transactions were made using expanded access. 11. On XX/XX/2022 I called US Bank at XXXX and spoke with XXXX. I explained the situation and told him that the transactions were fraudulent. He explained how the determination was made. I repeated the transactions were fraudulent. He stated he would send my concerns to a fraud XXXX who would determine if the case should be reopened. I would hear within 24-48 business hours 12. I did not receive a call from US Bank by close of business on Tuesday XX/XX/2022 XXXX. XXXX I sent this letter with attachments to US Bank XXXX XXXX and called Bank Card Services . I explained the situation to Clinton ( supervisor ) that I had not received a call back from the claims processor as requested. He requested a call back from a claims processor supervisor to me within 24-48 hours. 14. On XX/XX/2022 I received a call back from the XXXX XXXX supervisor. The situation was reviewed. The transactions were not considered fraud but a possible scam. My next step is to file a police report. The police can subpoena video footage from US Bank to determine if I or another authorized user made the transactions. The completed police report should be faxed to XXXX. 15. I contacted the XXXX Police Department. XXXX XXXX said that he would email me a Victim of Fraud/Identity Theft Checklist and referred me to XXXX. Due to lack of a suspect there was nothing more the police could do. Attachments : 1. Screen Shot : Text from US Bank re purchase from XXXX 2. Screen Shot : Call from XXXX ( reportedly from US Bank 3. Screen Shot : texts with codes that I would need to repeat to verify my account 4. Screen Shot : List of unauthorized charges
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83634
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: We received a payment deferral for one payment in 2020 with Covid relief offered by Us Bank. They stated the amount due would just be collected at the end of the lease term. They are now claiming that is not the case and have showed the loan late when I made several payments. Then reported the payment as late to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49686
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: on XX/XX/XXXX i try to open a business account, and i was turn down by the bank because, on XXXX us bank report information about a negative account activity to consumer reporting agencies ( CRA ) but i believe and have evidence to prove this information is inaccurate. and i try several times to solve this misunderstanding on the past. every time i receive a note on the mail i will call the number provide to my on the note but no one ever call me or my husband back. i went to the branch where we open the account try to speak to the manager but was turn away, at the location on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX this was a clerical error. i had to pay rent and i needed to make a deposit. i ask for a cashier 's check it was late in the day the lady at the front desk told me to avoid NFS she would do some tricky banking movements i dint really understand but she said this would work, several days later i was alerted by overdraft charges i file a dispute and deal with it to my understanding i close my account on XX/XX/XXXX and was told no further actions were required. but here i am trying to open a business account and unable to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37920
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I, XXXX XXXX, have a mortgage with US Bank Home Mortgage loan # XXXX. As long as this agency is involved they pretend to do what is right as soon as you all close the case they are back to their old antics. They have been sitting on {$34000.00} in a restricted escrow account and never told me my interest. Every time I ask for my pay off they come with lies. I sent them {$3000.00} on XX/XX/XXXX from my XXXX XXXX account. Then I was prepared to send them {$950.00} tomorrow XX/XX/XXXX, they sent me a letter on XX/XX/XXXX and a different letter today XXXX stating something different. I want the American consumers to see how lowdown and dirty US Bank Home Mortgage really are.
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: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX we were on a mortgage forbearance due to Covid. In XXXX of XXXX, I began calling US Bank to see what our options would be for resuming payment and getting back on track with out mortgage. I was told we would have to pay {$14000.00} or do a loan modification. My spouse lost his job during covid and I was on reduced hours so we did not have a large amount of money to give. We did the modification which was explained to me as being similar to a refinance and we would just be paying our loan off a year later to get back on track. Paperwork was mailed to me and they just asked that we sign off and return it. We resumed payment XXXX of XXXX. In XXXX of XXXX, we sold our home and the payoff amount was more than we had bought the house for in XXXX. Ive been trying to get an understanding on how or where this {$14000.00} came from. I have made several attempts since XX/XX/XXXX to request a breakdown of charges. I have spent countless hours on the phone with reps from different departments as well as senior reps and supervisors. I went into a local branch to beg one of the bankers to help me see this through. The only thing Im being sent is a copy of the loan modification which doesnt give the month to month breakdown of how we reached {$14000.00}. I just want to make sure Im being charged appropriately. Every time I call I get conflicting information. I have emailed the consumer advocacy group as well and have yet to get a response at this time. See below for a breakdown of calls : XX/XX/XXXX @ XXXX Spoke to XXXX with loss mitigation who ultimately hung up on me. I requested the itemized breakdown. She also stated that on XX/XX/XXXX US Bank paid {$1400.00} in taxes. This makes no sense nor does it add up. This is where she hung up. XX/XX/XXXX - called back in the evening and spoke to Supervisor XXXX whom stated modification can not be undone. Requested to speak to her manager ( XXXX XXXX. ) but XXXX stated he doesnt take phone calls. I asked her to ask him to speak with me anyway but coincidentally he was in a meeting. I requested the itemized break down again. XX/XX/XXXX - Spoke to rep XXXX stating interest amount was {$6000.00} and escrow {$7000.00} which again doesnt add up. I was transferred to senior rep XXXX who stated this was a balloon payment. Then stated it wasnt. He also stated I was being charged duplicate interest. Im guessing the interest paid in XXXX and also the amount modified? Either way Im not ok with this. XXXX stated he would request a rush on the itemized breakdown that was already requested. XXXX - Spoke to XXXX in customer service whom stated requested documents were mailed XXXX. Also, requesting copy of email that was sent because it would not open the first time. I was transferred to XXXX in loss mitigation again. XXXX also stating it appears we are being charged duplicate interest. Stating we were charged {$6400.00} in interest and {$8900.00} in escrow which still doesnt make sense and why conflicting numbers than previously stated? XXXX @ XXXX - Received documentation from US Bank with a copy of modification and a break down of monthly interest, principle, and escrow as well as term date and monthly payment. I already have this info. This is not what I requested. So again I call US Bank. A rep by the name of XXXX answered and told me I had the wrong line without even listening to my reason for calling. She transferred me but US Bank closed in the mean time so I got no where. XX/XX/XXXX @ XXXX - spoke to XXXX XXXX XXXX XXXX? Then transferred to senior rep XXXX again. XXXX then sent me to a relationship manager named XXXX whom claimed she was reviewing account then suddenly I was cold transferred and the call was disconnected. No one did reach back out after that. XX/XX/XXXX @ XXXX - XXXX XXXX transferred me to senior rep XXXX XXXX XXXX was very helpful stating she wrote detailed request for itemized statement of charges for each month in forbearance. XXXX stated she put a rush on it but at that time it showed a completion date of XX/XX/XXXX. XX/XX/XXXX @ XXXX Spoke to XXXX XXXX whom stated she was emailing a payoff quote ( I did receive that ). Also, stated the request made by XXXX was not completed yet. I have made several attempts since XX/XX/XXXX to check on the status of my many requests as well. It was never completed and each rep would just say they can request it. Im ok with a request if theyre going to follow through. However, at this point its been months and I still have yet to receive the info Ive been requesting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45211
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I received a {$50.00} XXXX gift card that was valid through XX/XX/XXXX and a {$200.00} XXXX gift card that was valid through XX/XX/XXXX as XXXX gifts in the past. They were never removed from the cardboard sleeves. In XX/XX/XXXX, I removed them and decided to check on the balance, and the automated system stated that both cards had a {$0.00} balance even though the cards were never used. I spoke with several representatives at the Customer Service phone number. ( It stated on the cardboard package, " If your card is about to expire, please call Customer Service for a new card. No fee applies. '' ) I emailed copies of both cards and sleeves to XXXX with subject line : " Missing Funds '' per my phone conversation with supervisor XXXX in the XXXX on XX/XX/XXXX. I received a XX/XX/XXXX email denying my request. Please help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Problem when making payments
Subissue:
Consumer Complaint: Issue : Autopay not working causing a delayed payment. 1. I have made 6 calls throughout last XXXX until this XXXX with US bank. They could not identify what issue is with their autopay and simply informed me it shows it is active on their end. 2. During call in XXXX, I cancelled the auto pay and setup again, their representative told me it will be auto-paying starting in XXXX. 3. I took their words but got a phone call months after claiming I have a late payment. 4. I called US Bank several times after confirming the situation. Was told they can do nothing besides waiving the late fee. 5. My credit dropped by XXXX points due to their system error. 6. Filed a dispute on XXXX, but nothing was changed. 7. US Bank did not mail/email me about the missed payment in time either, until the call months after. They have my other checking account with them with enough funds to pay off the loan. Sounds like they just wanted to collect the late fee to start with, or just simply negligent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90012
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I'm done with this garbage company. I sent XXXX hours on the phone today trying to get a fraud alert removed from my account on a card I haven't even tried to use in 3 months. I talked to literally XXXX people. Some would say there is no fraud alert, others would say there is XXXX but it's been removed. I finally just asked them to close the account. The agent refused to close the account saying there's a fraud alert ( which I can't get cleared up despite answering their endless and repeating question over and over and providing all correct and necessary information to them ). It's a secured card and they won't let me use the card, so I just want the card closed and the {$300.00} mailed to me in the form of a check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello, I have been a customer with U.S. Bank for over 10 years. Yesterday I tried to send money using the XXXX portion of their app when I found out that I was unable to send any money out. At first I thought it may have been a send limit issue, but I didnt send too much money out during this timeframe to trigger such action. After calling a few representatives and even going into a branch to see what the issue was, I thought there was nothing wrong. I call the accounts review this morning to find out that my account is in process of being terminated without any reason given whatsoever. I was contacted by someone in the company a few months back to ask me about my banking and spending habits for security and money laundering purposes. I told them about every single thing I do with my bank and had no problem going into detail about every transaction I have made. I either send money to my spouse to cover bills or rent, sometimes just to send money, or I send it to another bank that I OWN because maybe my account balance is low, or I pay bills from that particular account. Maybe I just want to send money to that account. Just like I send money to this account. There are three people who get money sent to them from this account, my spouse, my mother in law, and myself. My account is being closed all because someone suspects me of doing something illegal which I am not. My account information isnt even updated in the system to reflect that I have a full time job with a company that I have held over 4 years with enough salary to have the type of money I have, to make these transactions. Their system still shows I work with a previous employer although I mentioned this was outdated with your staff who asked me all about my life and habits. I am extremely frustrated with the way usbank has treated me in regards to this situation because there are people with way more money than me and Im sure you dont go into depth with them about their information. I almost feel like there is some type of discrimination because of my class and that because I dont make enough money like wealthy people do I dont deserve to use my money how I like. I have been with you for over 10 years and to just be swept to the side like this says a lot of negative things about how you really value the average customer. I used XXXX quite a lot but I have never sent money for no fraudulent or illicit purposes. I would like to demand my account be restored to its original condition and be treated like the customer I am. Fairly and honestly. I have never received any issues like this from the other banks I use and I appreciate them despite me being with your bank the longest and still being treated unfairly. To live in a state thats very expensive and costs of living is high, am I not supposed to have a lot of money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A