Date Received: 2022-08-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This mortgage was bought from my original mortgage company XXXX for the amount of {$250.00}, XXXX on XX/XX/XXXX. As a government employee I qualified for settlement monies that are free after 5 years and has nothing to do with US Banks mortgage or their balance. US Bank is trying to count monies that they having nothing to do with to give the dishonest impression I owe them more on my mortgage than the {$240000.00} reflected on my mortgage statement. That is dishonest because if I move before the 2 years is up I would need to pay the money back to the State of Maryland and not US Bank as they are implying on the credit report. I only financed a mortgage for {$250000.00} on XX/XX/XXXX. They are giving the incorrect impression that I have only paid leas than XXXX toward the principle of their mortgage since XX/XX/XXXX which is being dishonest. I request they report the mortgage balance owed to US Bank only and to correct the balance to all XXXX reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am in the middle of sorting out a fraud charge actually 2, that showed up in my bank account while I was online. Yeah shocking to say the least. I called the bank US Bank via XXXX we locked my acccount the charge was still pending and supposedly they put it on hold and locked my acccount. I called back on Thursday of the same week we cx the old card and I got to the fraud folks. Today I check my account and the 2 fraud charge posted, the bank fraud folks never once did the job initially so now with my ss retirement due to hit this bank on the XXXX wednesday I am so upset. US Bank pretty much told me I should withdrw my ss money as soon as it hits the bank and I was like '' what sleep over at the XXXX and watch my phone???? '' they could not lock my account infact they wont do anything and my ss retirement ripe for theft - seriously??? Now I cant even change banks until XXXX regarding my ss retirement and this if I have a bank account alternative now - like c'mon US Bank So I called back again to US Bank today yep one more time - these clowns can not even close my account without assuring me the return of the fraudulent charges would happen that fast. SERIOUSLY so clown is taking my money and the banks just lets them do it - what a joke huh not funny my retirement is under threat HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
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: On XX/XX/2022, I responded to an offer from my XXXX XXXX credit card to make a balance transfer from another credit card with 0 % APR for 12 months. I followed the prompts on their website to transfer my existing balance from my US Bank credit card. I am unsure of the exact balance at that time, but it was approximately {$6000.00}. The transfer seemed to be approved normally and I thought at the time that it had been successful. I noticed a few days later that my XXXX XXXX card showed an additional debt of XXXX as a result of the balance transfer. I called XXXX to find out what had happened. The representative from XXXX said the error had been on the side of US Bank and initiated a three-way call to US Bank to help reverse the charge. We spoke on the three-way call long enough for the XXXX representative to describe the problem and then the US Bank representative dropped the call. I then called the US Bank number and explained my problem. The US Bank representative agreed that the amount transferred to XXXX far exceeded the balance I had with US Bank on the date of the balance transfer and assured me she would refer the problem to be resolved. I received a letter on XX/XX/2022, from XXXX in the Payment Research Department of Cardmember Services of USBank that read, " The payment of {$17000.00} applied on XX/XX/2022 was posted correctly to account number ending XXXX. '' I called USBank to ask who received the excess payment for that amount since I did not owe that amount or buy any goods or services for that amount. The representative who answered the phone transferred me to someone who handles disputes. This representative looked at my accounts and told me that it was clear that an error had been made and that my USBank card now showed a large negative balance ( I forget the amount at that time. I continued to use that credit card since I was unable to use the XXXX card because the balance was so high ). He assured me that US Bank would resolve the issue and asked me to be patient. On XX/XX/XXXX, I received a letter from USBank from someone named XXXX in the Payment Research Department that read, " We have reviewed your request to have a refund issued to you in the amount of {$17000.00} for your payment posting on XX/XX/2022. A refund has not been issued because the monthly minimum payment amount due would no longer be met. '' I called US Bank to ask what this letter meant. The explanation the representative gave ignored my concern that I now owed a large sum of money that I never used and was strapped with a huge debt due to their error. I should also note that my credit score declined during this time. No one could explain where the charges sent to XXXX went. Finally, the representative told me that they would mail a check to my home for the additional money and that I could pay XXXX with that check. I did not receive a check in the mail in the next few weeks. So, I called USBank to tell them I had not received a check. The representative told me that they do not mail checks to the homes of cardholders. The check would be issued as an ACI payment to XXXX. On XX/XX/2022, I received another letter from Cardmember Services at USBank, this time signed by XXXX in the Payment Research Department. This one read, " We have reviewed your request to refund the credit balance on your account. The credit balance refund of {$7400.00} has been sent to the financial institution where the most recent payments were withdrawn. '' I waited two weeks for a change in my balance at XXXX to show. When it did not show, I called XXXX on XX/XX/2022, to ask if there was any record of payment from US Bank. The XXXX representative checked their records and showed no payment. I initiated a three-way call, bringing USBank on the line. We stayed on the line long enough for the USBank representative to say that their bank had attempted the transaction and it had been declined by XXXX. The XXXX representative had enough time to say that they showed no record of any attempted transaction. Then the USBank representative dropped the call ( again ). I called USBank back and had another lengthy talk, explaining this long timeline above. The representative checked the records further and gave me a check number that she assured me had been sent to XXXX on XX/XX/2022. She finally told me that it may be up to 21 days after it was sent before it might post, so I agreed to give them another week. It is now XX/XX/2022 and the check has not been received, no one has attempted to contact me from USBank to explain why the situation still has not been resolved.
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: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged XXXX {$36.00} for overdraft fees in one day when only two were valid. I've paid over XXXX in overdraft and other fees in the last 6 months, and I'm struggling with no help from us bank and no response from management. The over darft charge is what put me in the negative
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: Dear US Bank, I did not realize until recently that a personal checking account XXXX and a business checking account XXXX was successfully opened in XX/XX/XXXX. At the time, I was told by a US Bank banker that you were not able to open the accounts successfully. I just realized it was indeed opened and I have been charged fees for it. I would like to keep the accounts open going forward, but I kindly ask that you reverse the following fees : Account : XXXX XX/XX/XXXX : {$6.00} Maintenance fee XX/XX/XXXX : {$6.00} Maintenance fee XX/XX/XXXX : {$6.00} Maintenance fee XX/XX/XXXX : {$6.00} Maintenance fee XX/XX/XXXX : {$6.00} Maintenance fee XX/XX/XXXX : {$2.00} Statement fee XX/XX/XXXX : {$6.00} Maintenance fee XX/XX/XXXX : {$2.00} Statement fee Account : XXXX XX/XX/XXXX : {$5.00} Service Charge XX/XX/XXXX : {$5.00} Service Charge XX/XX/XXXX : {$5.00} Service Charge XX/XX/XXXX : {$5.00} Service Charge XX/XX/XXXX : {$5.00} Service Charge XX/XX/XXXX : {$5.00} Service Charge Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92835
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/12, Got a fraud call from someone who spoofed my bank 's phone number who claimed there was fraudulent activity on my account where supposedly a user had hacked into my account and was sending themselves money through XXXX. How the only way to dispute the money sent was to send to said user for it to show up on my bank 's system. Sent a {$2000.00} transaction and a {$1500.00} transaction to XXXX. They knew my address and full name on the card. Called bank later to find out it was a scam. Bank filed a claim and said I most likely would not be returned my money. My bank is US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was a US Bank customer for more than 20years. When I went into the XXXX XXXX bank branch to close the account, I was told by XXXX the manager that I had a {$5000.00} loan linked to my account. I had never taken out a loan or credit of any type or amount from US Bank so I immediately told him it was fraudulent. XXXX became visibly angry and threatened me saying, " If you don't pay I will personally ruin your credit '', and started yelling at me to " get out ''. This was the most horrible and shocking treatment after being a customer for so long. I went to another branch and asked to see the the signed loan contract. The manager I spoke with admitted that it did not exist, and the loan was created by a US Bank employee without my knowledge, consent, or signature.. They had been deducting charges and charging me interest and late fees on a loan that was fraudulent. The manager told me she knew who the employee was who created the fraudulent loan. This is illegal and should be stopped.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80127
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I made a purchase on XXXX XXXX with my Us bank altitude connect card in early XXXX. My card member agreement says I should get XXXX points for " travel ''. So i called the Bank and asked them to confirm if I would indeed get XXXX points. The representative on the phone said that I would. I made purchases with XXXX XXXX going on the information the rep told me over the phone. After my statement closed, I saw that I only received XXXX points and not XXXX. I called US bank and asked why this was the case around on XX/XX/XXXX. The rep again on the phone told me they are not sure why I didn't receive XXXX and that XXXX travel should have qualified. They said I would receive a letter from a supervisor soon. I got the letter today on XX/XX/XXXX and the letter just says that XXXX XXXX is a travel agency and doesn't count as direct travel purchases. I understand that is their policy, but I feel misled by the US bank reps. If I knew ahead of time that XXXX XXXX would not count, I would have used a different card. But I used my Us bank card because of what the rep told me over the phone. This was a very large purchase and the points are not insignificant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61820
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/22 I attempted to make a withdrawal from my account with USBank at a local ATM here in XXXX South Carolina, the transaction was denied .I contacted the bank on Wednesday, and explained what had happened .The bank representative stated it was an issue with my identity and I needed to verify who I was .I did the verification on Wednesday as requested. Called the bank on Thursday, spoke with a representative and the same issue was reported to me, again I sent my state ID and another selfie to the bank verification system, called and spoke with the representative again to make sure the ID documents were legible and that everything was according to the request the bank had made. The representative loaded all the information and stated to me that everything looked fine the ID and selfie was clear and that was all they needed from me for the issue to be cleared up once the verify associates looked at the documents and cleared all documents submitted. I called back on Friday XX/XX/22 now we have a fraud issue along with verification that the bank could not verify that I was the individual that owned the account .I have had issues with this bank since Pennsylvania XXXX deposited my funds in the account .The bank have a freeze on my account, I can't retrieve XXXX single XXXX from the account I have attempted to resolve this ongoing issue for 3 days now without any resolution. I spoke with a representative supervisor ( XXXX ) that told me to contact the state concerning my funds because they couldn't identify me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29210
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received a call on XX/XX/22 from US Bank caller ID. The caller started by identifying themselves as a US Bank fraud banker and asked me if I was traveling- i said no. They then asked me if I made a charge in Florida at XXXX for around $ XXXX I said no. He said it looks like my card is compromised and they would have to cancel the card and send me a new one. I responded and said 'not again, this has happened before ' he said he was aware of that and apologized. He said they would send the card in 5-7 business days for free or it could be expedited for a charge. He said he could put me on hold and ask if he could waive the expedited charge. I said great - I need that card. He put me on hold and came back and said it was approved, confirmed my address ( which was wrong but I had recently moved so I didn't catch that mistake until after the fact ). Before we hung up the caller asked me if I initiated a XXXX transaction which was in my US Bank account I said 'no- when was that- I should be notified ', he said it was seconds ago. I said for how much and he said {$2500.00} of course I panicked. I asked what to do and if he could stop the transaction. He asked me several questions about the person who was doing it- he gave a name and phone and asked if I recognized them, to which I didnt. He asked if I had sent money to this person before. He told me it looked like the transaction was made with a certain iphone model and asked if it was mine and I said that wasnt mine. It sounded like he was going through a set of questions to make sure it wasn't my transaction. Then he walked me through the steps to send the amounts to a specific person that was committing the fraud with a phone number through XXXX so that it would then be reviewed by US Bank- by doing this US Bank would know it was fraud and could start investigating the pending transaction. He then asked if I wanted to prosecute the person initiating the alleged XXXX and I said yes, and he said US Bank would prosecute with no expense to me- he added additional legal verbiage to this that I don't recall, but it sounded very official. I sent two transactions per this person 's direction- one for $ XXXX and one for {$1500.00} and he said my money should be returned within a few days and I would get an email shortly on the status. I hesitated but he pointed out and said - do you see where it says your transaction will be reviewed- it was on one of the instructions in XXXX as you create the transaction. I did see it and so I was confused into thinking this was the review he was speaking about by US Bank. KEEP IN MIND- I have been a US Bank Customer for XXXX years. I have had fraud at US Bank in the past and they have sent a text/called and I they have handled it- so it did not seem unreasonable. I have been called by US Bank when traveling to make sure it is me making a certain transaction. I did not get the email as promised about the transaction and got concerned. I CALLED THE NUMBER back within 45 MINUTES and got the US Bank prompt, which got me to a banker and then to fraud. They then informed me my card was not compromised or canceled and then I asked them about the XXXX and they said it wasn't anything they would do. They put it into investigation for 10 days, I called three times for the status in which I was told it was under review, and XXXX transactions are resolved quickly and I would see the money added back to my account when its resolved but should call back if I don't see it in 10 days they could issue a provisional credit. I received NO correspondence from US Bank during this timeframe. At 10 business days, XX/XX/22, I called and I was told they made a determination yesterday and I would be getting a letter stating the money wasn't recovered so I wouldn't be reimbursed and because I initiated the transfer, US Bank wouldn't do a provisional credit. How would I know this was not an ACTUAL US Bank employee- the first thing that came to my mind was that it was a disgruntled employee and I shared that when I initially reported it. AT NO TIME was I told that me getting refunded was dependent on if US BANK recovered funds until the last fraud banker on XX/XX/22 explained that XXXX transactions were refunded around 30 % of the time based on her experience. I spoke to a supervisor who told me that basically, anyone should know that US Bank would not ask anyone to send money through XXXX, get it- I was scammed and stupid. However the language/script used by the scammer, the phone number, caller ID were all related to past interactions with US Bank XXXX A supervisor informed me that they have known about this scam for several months, however there has been zero communication from US Bank as something to avoid, or any consumer protections put in place. It is unbelievable to me that US Bank 's fraud team could not identify the person/funds as it was reported within 30-45 min of the transaction. US Bank has liability due to this impersonation and its inability to protect the consumer after known issues were occuring. I have a hard time believe that these 'scammers ' are more technologically advanced then a global banking company, which only leads me to believe that US Bank is putting little to no effort into protecting consumers and most of their effort protecting their own stakeholder 's funds with their inability to refund a 20 year customer {$2500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A