Date Received: 2022-07-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2022 at XXXX PM XXXX I received an email alert for a transaction for {$140.00} on my Fidelity Rewards Visa card. I realized that the transaction was probably fraudulent as no credit card was present and only my wife and I have cards for this account and we were both home. I immediately looked for my card, which was in my wallet .at XXXX PM XXXX, I called Card Member Services for Elan Financial Services ( the card issuer ) at XXXX from my landline to report a fraudulent transaction. I did not get the name of the woman who was not very helpful and made an excuse to slow response as its the weekend. As we were about to take an 8 day trip from XX/XX/XXXX through XX/XX/XXXX, I asked to speak with a supervisor and was put on hold only to be disconnected at XXXX PM XXXX. While on hold, I received another transaction alert for $ XXXX XXXX PM XXXX. At XXXX PM XXXX, I again called Card Member Services from my home line and spoke with someone who gave her name as XXXX, located in XXXX XXXX XXXX put me on hold when I asked to speak with a supervisor. No one ever picked up the line. At XXXX PM XXXX, I called Card Member Services from my cell phone as my home line was still on hold. I spoke with someone named XXXX in Kentucky. She was able to confirm that the card was disabled. She also arranged to have new card to be sent to our daughters address in XXXX Co which was near the hotel we would be staying at until XX/XX/XXXX. I was told that the cards would arrive on Tuesday XX/XX/2022. She confirmed the address to which the replacement cards would be sent. XXXX listened to my complaints regarding my two earlier calls and she said that she saw no notes from anyone named XXXX. She did say that someone named XXXX processed both fraud claims at XXXX PM XXXX ( XXXX PM XXXX ) and that I would get a call back from a supervisor by Sunday XX/XX/2022 at XXXX PM XXXX ( XXXX PM XXXX ). The call ended at XXXX PM XXXX. My land line was still on hold at XXXX PM XXXX, so I hung it up. On Sunday XX/XX/2022, after not hearing from anyone at Card Member Services, I called and spoke with someone named XXXX XXXX? ) who transferred me to a supervisor named XXXX located in a XXXX XXXX Idaho call center. He claimed that there were no notes from XXXX re getting a call back and nothing about my concerns and complaints. That call ended at XXXX PM XXXX. Things only got worse. I was told I would get an email with a tracking number for cards to be sent via XXXX. No such email ever arrived and no cards arrived on XX/XX/2022. I called Card Member Services again. I was told that the cards were sent to my daughters address via regular mail. In fact, cards were sent via regular mail to our home address and we did not see them until we got home after midnight XXXX on XX/XX/2022. Other issues and problems were encountered but the above are the most egregious. The number of mistakes, falsehoods, inconsistencies and errors is appalling. It is virtually impossible to deal with Elan Financial Services. There is no way to get back to a person whom I spoke with and no way to escalate a call above a supervisor,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX I purchased 3 US Bank Visa Gift Cards. All 3 of the cards were properly purchased but all 3 are still not working. The receipt says Activation within 24 hours. I called US Bank Support ( XXXX ) on XX/XX/XXXX. They informed me to fax in the following : 1 ) Receipt 2 ) Front and Back 3 ) DL 4 ) Mailing Address 5 ) phone number to fax number XXXX. I did this and confirmed fax was delivered. I'm providing what I faxed in the attachments. I have called about XXXX0 times on various times on XX/XX/XXXX asking for an update as all 3 cards are still not working, but support number says they are busy and to call back later.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 41071
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
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: I had services performed at XXXX XXXX on XX/XX/XXXX. My bill was XXXX. I attempted to charge my debit card from US Bank but the cashier said the transaction kept coming up as canceled. I then had them use my XXXX card and it went through. A couple of days later I show the XXXX transaction on my US Bank debit card. I called XXXX XXXX and they told me I had to call my bank because they were only paid once. I contacted US Bank and they told me I had to dispute the transaction. I sent US Bank the receipt showing the services was charged to my XXXX. I received a letter from US Bank saying my dispute was denied saying services was provided. I did not dispute services was not provided my dispute was I was charged twice, once on my XXXX which I provided them the receipt and once on my US Bank card which XXXX XXXX said didnt go through. I have tried to contact US Bank dispute department and I keep getting the run around and unable to speak to someone from that department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I recently opened an Heloc account with USBank. When I went through the process of shopping this account I was sold on one feature. With this Heloc you had the ability to lock your draw for up to 10 years at interest only payments. At 10 years the principle would convert to an amortized principle & interest loan for up to 20 years to pay off balance. We were assured of this multiple times, even up to day of signing XX/XX/XXXX where our loan XXXX XXXX XXXX explained to my wife and I again that we could do this. He assured us we lock an interest only payment online, in person or by phone. He also told us we could do this up to 3 timesXXXX XXXX also increased our line of credit from XXXX that we requested to {$220000.00}, when we said we did not need that much, he said it gave us a better interest rate and he already did it. Fast forward to XX/XX/XXXX. I signed in online and tried to lock an amount at a variable rate and it would not let me. I emailed XXXX XXXX on the XX/XX/XXXX and explained what happened. He responded on XX/XX/XXXX I said I should be able to lock in interest only rates and he would assist. He later called me on the phone and assisted me and explained during the conversation it would be no problem and needed more time and would call me back. The next conversation was that sorry, can't do it. I added management to conversation and they told me after weeks of delay that they could only do 5 years, one time. This was an outright deception and they should be required to fulfill the guarantee of their representative. It was a bait and switch. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When purchasing my home in XXXX XXXX XXXX, I made an over payment to the escrow of {$2600.00} due to an error made by US Bank home mortgage. I received letters from the bank stating a refund check was sent for this over payment, but have never received that check. I have been assured on 4 separate occasions, in XXXX XXXX XXXX, XXXX of XXXX, XXXX of XXXX and in XXXX of XXXX that this payment was being sent to me. The bank now claims that there is an escrow analysis and they can not send the over payment until that has completed. They also stated that on all of the other calls in which I was assured this check was sent that their representatives errors stoped it from being sent. Considering I have been owed this refund, and attempting to collect this payment for the last year, this would seem unethical, and not in fair dealing. I am not getting any interest on these funds and have been lied to or facts have been misrepresented on many occasions for the past year about this issue. I went as far as filing a complaint with USPS after assuming they ( US Bank ) had sent it again and it still wasnt delivered. Today, the representative told me they still had not re-sent the check in any of those instances, and now could not send it since the escrow analysis was pending again.
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: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I used a promotion for US Bank and opened a business checking account using promotion code. As per the promotion - I was suppose to get {$300.00}. I fulfilled all the terms and conditions. But no {$300.00} cash back was provided even after the terms and conditions fulfilled. I called US Bank today and after being on the phone for XXXX minutes ... I was told some research/investigation needs to be done and then may be cash back bonus will be provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened account on XX/XX/XXXX with a promo code XXXX I received in the mail for a {$500.00} bonus after depositing {$5000.00} and completing 5 qualifying activities. Ive completed the requirements but the bank is now saying I needed to maintain the {$5000.00} in the account for 60 days. There was nothing in the terms saying the {$5000.00} had to be left in the account for 60 days. Offer valid through XX/XX/XXXX. Promo code XXXX MUST be used when opening the business checking account. This offer is only valid for the addressee and is not transferable. A {$100.00} minimum deposit is required to open a U.S. Bank Silver, Gold, Gold Business Checking with Interest, or Platinum Business Checking account. Earn your {$500.00} cash bonus by opening a new U.S. Bank Silver Business Checking, Gold Business Checking, Gold Business Checking with Interest, or Platinum Business Checking account before XX/XX/XXXX. You must make new deposit ( s ) of at least {$5000.00} in new money deposits ( Direct, Mobile, ACH or Wires ) within 30 days of account opening. The new money deposit can not be funds held by U.S. Bank or its affiliates. Additionally, an individual signer on the new checking account must be enrolled in U.S. Bank online banking or the U.S. Bank Mobile App within 90 days of account opening and complete 5 qualifying transactions : Debit card purchases, Merchant deposits, ACH credits, Wires credits/debits, Mobile Check Deposit and Bill Pay within 90 days of account opening. The cash bonus will be deposited in your U.S. Bank business checking account within 45 days of offer qualification verification, if the account is open and has a positive balance. Offer may not be combined with any other business credit card or checking account bonus offers. Offer is not valid if you or any signer on the new business checking account have an existing U.S. Bank business checking account or had a U.S. Bank business checking account in the last 24 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66762
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank manages an escrow account for a US bank mortgage for the condo at my address and they have not yet paid the property tax payment that is due on XX/XX/XXXX. My county tax authority confirmed that tax bills were mailed out on XX/XX/XXXX, and US Bank should have received it by now. The mortgage is in my elderly mother 's name, but an authorized individual on this account, so I am drafting this complaint on my mother 's behalf. On Tuesday, XX/XX/XXXX, my mother and I sent US Bank an email from the email address associated with this mortgage account to ask US Bank about the tax payment and when they intended to make the payment. I also reminded US Bank that that tax payment is due by the end of the month. I asked if they received the bill and reminded US Bank that my mother qualifies for and has received 50 % tax relief, which should be reflected in the bill they received. I was prepared to reach out to the local tax authority in case US Bank had not received a bill. As of today, Monday, XX/XX/XXXX, nearly a week later, US Bank has still not replied to that email. They've also made no tax payments during the last week. On XX/XX/XXXX, I called the phone number associated with the US Bank Mortgage department ; the agent told me that US Bank didn't receive an email whatsoever, so what is that I'm talking about. I told the agent I have a copy of the Gmail and US Bank 's auto-reply confirming receipt. The agent forwarded me to a customer service supervisor. After a looong hold, the supervisor me that US Bank actually DID receive the email and sent it to their tax department and their in the process of " researching '' it. But after a week or no replies, and with taxes due next week, its not likely that US bank 's tax department will reply to me in time, especially if I need to make arrangements to pay the taxes myself. This the 2nd time that US Bank 's tax department has mismanaged the escrow process. The tax office is extremely confused. They told me that they did receive the bill on XX/XX/XXXX, and that " if it is a secured bill, we will pay it '' But she ( XXXX XXXX said that they're not responsible for communicating ( replying to emails ). She blamed the customer service department 's slowness in forwarding the email to the tax department - that if a customer sends an email to the company 's customer service secure email ( XXXX ), it takes up to a week for US Bank 's customer service agents to disperse emails to the appropriate department. That's not great. Previously, they were able to do this. I also asked if US Bank would conduct an updated Escrow Analysis Statement since the rate had gone up for XXXX. She told me that the last one was conducted in XXXX, but if I want a new one, I would have to request a new one, which I did. Unfortunately, she was not able to access the county 's tax website, so I'll have to call back and speak with customer service later. I would like to know if ( a ) US Bank can update the escrow analysis statement that outlines monthly escrow payments with the correct rate and ( b ) whether we the option to cancel the escrow account altogether, since US Bank has had trouble managing the tax account and also because they require double the amount of the tax bill to maintain the escrow account, which nullifies the effect of the tax relief benefit that my mother receives. I would like to know if the escrow account can be cancelled altogether so that we can pay the tax bill ourselves and what that would entail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22041
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: FROM : XXXX XXXX Account # XXXX XXXX XXXX XXXX TO : US BANK ACCOUNT SERVICES Hello, My account is under review for an altered/Fraudulent Check This is a lie. The check was from my Insurance company and I have the proof it is not fake right here. I came into the XXXX XXXX branch earlier last week ( XX/XX/2022 ) and spoke with the manager XXXX XXXX. He told me my account was to be closed due to a fraud check which is not true. He actually accused me of this and was very rude. My insurance adjuster provided me the check and the proof my check was real. I cashed this at another bank but you still have my money from a separate {$5000.00} deposit I made before I made this one and my account is still on hold. I have attempted to contact him multiple times via phone and email and he wont respond or I got an auto email telling me hes out until the XXXX! I need this account restored TODAY I can not allow you to hold this any longer and I have called and emailed your branch and the back office and the fraud dept and multiple times and have been ignored. The branch is the only one who can remove the hold. I want that REMOVED NOW! Here are the images of the check and the link to the page you can view the check issued from my insurance company it matches the check I deposited and the other checks I deposited from this same accident. Click Lick for info on check issued XXXX XXXX XXXXXXXX? XXXXXXXX XXXX XXXX You can call my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I want my account unfrozen and money today the number you gave me said directly TWICE only the bank manager can do this. Thank You XXXX XXXX Account # XXXX XXXX XXXX XXXX ATTACHED : IMAGES OF CHECKS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92505
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: US Bank charged me a paper statement fee and a dormant account fee without notifying me that my account was dormant. When I called they simply lied to me stating that they had sent me a letter notifying that my account was going to go into dormant status. When I asked if they can provide me a copy of this imaginary letter, they hung up on me. The person I spoke to was XXXX ( ID XXXX ). They charged me a dormant account fee of {$5.00} and also charged me a {$2.00} paper statement fee which they had never disclosed before. This is one of the worst banks that I have ever dealt with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A