Date Received: 2024-01-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US Bank stole my money. On XX/XX/2023, they placed a hold on my account without explanation or due cause. I was not informed of this by the bank until I attempted to pay for food, and my card was declined. I called customer service to be informed my account was placed on hold, but they were unsure why and who did it. The person that locked my account did not leave contact information, and instructed them not to remove the hold. Since then, it has been three months of being run around in a circle. Despite communicating with the home branch manager, as instructed, she often grew frustrated with me and told me theres nothing she could do and her hands are tied and that she didnt have the authority they claimed. Ive tried every angle : various departments, branch managers at multiple locations, and even attempted contacting the headquarters. Nothing! I have asked for a letter explaining why my account- over {$34000.00} - is on hold, but they refuse to give me any details. They claimed they wanted to verify my funds but I have more than proven it is meant for me. The branch manager smirked in my face and said, I dont think youre getting this money. They dont think its meant for you. How dare they!?? Ive never felt so profiled by a bank! Ive incurred late fees, and was almost evicted from my home! I take care of my mother and siblings, and Im my moms XXXX - I explained this to them, and they STILL refuse to give me my money! It has caused a great inconvenience in the lives of me and my family, which include a XXXX person and XXXX. Fast forward to XX/XX/2023, they closed both my business and personal accounts. Although the account in question was my personal, they took it upon themselves to lock my business account. They then transferred the $ XXXX from my business to my personal account, then transferred the total amount of $ XXXX to a private account ( which I have no access to, only them ) and closed both my accounts. Standard policy is to send me my money in the form of a cashiers check after account closure, but they are dodging all communication! It has now been about 60 days since my accounts have been closed ( three months since the initial hold ), and they refuse to send me my funds. I have provided all documentation and whatever necessary, and still nothing. Now, they refuse to return my calls, emails, and push me away when I visit a branch although they still have my money ( and refusing to return it to me! ) There has to be something that can be done! There is no way theyre able to just steal my money like that! No way!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a new checking account at US Bank during XXXX to take advantage of a bonus incentive for opening a new account with the requisite amount of direct deposits. I immediately funded my account with {$25.00} sent through XXXX from my other bank account with XXXX. I changed my direct deposit instructions with my employer, who sent me a paycheck overnight in order for me to deposit, and therefore, verify the destination for the new direct deposit instructions. The check was deposited via US Bank 's mobile banking application on XXXX. I was then informed the funds will be on hold for seven business days. As a result of there being four weekends and a bank holiday, I have been without money for days, and I will not have any money for another week. Further, US Bank is verifying a check from a XXXX XXXX business account, and though XXXX, which is one of the largest human resources providers in the world. To ameliorate the situation, I spoke with a customer service agent thought their chat function on their website. I asked why they chose seven business days, when their disclosure documents claims funds can take between five to seven business days to verify. Moreover, US Bank publicly discloses that {$250.00} should be immediately available upon deposit, but they do not clarify the conditions to have this amount available immediately. The response from the agent was that I should read the fine print in their agreement documents, and there was no offer of relief nor even compassion for the situation I am currently facing. The agent directed me to speak with colleague whom they claimed was in the department that makes the decisions that prevent me from accessing my own money. That colleague claimed to be in their fraud department, and they have no responsibility for reviewing such matters. They then laughed when I said I have no money to buy food to eat. Currently, I have no money and I have not eaten in two days. I can not buy food or gas. I have no friends or family who can assist me, and I am afraid that I will not have anything to eat for another few more days. Luckily, I have water. I have missed four credit card payments. Additionally, my student loan servicer withdrew my monthly payment, which my bank has imposed a overdraft fee. This writer also claimed, both verbally and in writing, that I am levying an official complaint. There has been no response from US Bank, while I am not confident they have reported the explicit complaint to the CFPB, nor initiated the actions required by a regulated financial institution regarding customer complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80634
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: After the global pandemic and the end of forbearance, I was still experiencing a hardship because I was still unemployed but didn't want to get further behind in payments and so I requested a repayment plan that I could afford. My first complaint is that I was told during the forbearance period, that I could NOT make any partial payments. Later on, I found out that in fact was NOT TRUE, that because it was a global pandemic, they WERE accepting partial payments. This is with US Bank. So I missed out on being able to send any money I could, during this time. In XXXX XXXX XXXX we started the Loss Mitigation. They took my past due payments worth approximately {$6000.00}, Partial Claim, and put it in a non-interest bearing account and i just had to make sure that amount gets paid by the end of the mortgage term, that was a very agreeable solution. However, they didn't stop there, they decided to Modify my ENTIRE LOAN. Everything that I read said the purpose of Loan Modification is to make the payments more affordable for the homeowner, however, instead of helping me in ANY WAY, they decided to increase my interest rate by OVER 2 %, thus INCREASING my monthly payment, and that still wasnt enough for them, they also ADDED 15 -- FIFTEEN YEARS to my mortgage term. Absolutely unbelievable. All these " penalties '' as a result of a GLOBAL PANDEMIC and having no payments for 10 or 11 months. The original loan was for less than {$65000.00}, and they expect me to pay that back over 45 YEARS with basically a 7 % interest rate -- -AGAIN, DUE TO A GLOBAL PANDEMIC. That's Predatory Lending and that's just the beginning. They have been sending me packets upon packets upon packets of paperwork SINCE XXXX. That I have signed and had notarized and returned FIVE different times now. While this Paperwork was being corrected over and over and over, I was told to go ahead and begin making my monthly payments starting XX/XX/2023, which I did. I recently got the 50th packet from US Bank, saying they screwed up AGAIN and I need to sign, notarize and return TODAY due to some deadline, again, I got my first packet in XX/XX/2023. What got me beyond FURIOUS AND AGITATED AND FRUSTRATED was the letter that came after the packet. This " Notice '' stated I was in serious default status, that my mortgage payment was 530 Days PAST DUE, obviously they have not applied a single payment I've sent in, all the money is in a suspense account, and BY NOW, the past due or partial claim amount has jumped to {$13000.00}. This poses so many issues I'll probably end up needing a lawyer. So US Bank has been reporting to the Credit Bureaus that I'm in delinquent status and 530 days past due -- -Im POSITIVE that is really helping to improve my credit score, NOT!!! And then there's the glaring issue that if they have NOT been applying my payments from XXXX, their calculations on my interest owed and accrued, has absolutely, undeniably been wrong for 7 months now. How in the world can they remedy that and I don't care what they said about requesting a Credit Dispute, they cant totally reverse the damage this has done to my credit, not possible. So I want to be compensated, I want the interest recalculated started in XX/XX/2023, and I want the prior terms of my Mortgage, prior to Covid, be reinstated. Any help, advice, resources, in this matter would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I was given a check that was not good and soon i deposited into my account a few times XXXX the us bank informed me of the checks but i dont why they never informed methat the check was no good when it happened
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have received several text messages from US Bank indicating that I have opened new accounts. I have not. I have a US Bank XXXX checking I opened over a decade ago. And one credit card I opened more than 5 years ago. I have opened no new accounts since then. I contacted US Bank fraud on XXXX at XXXX. I spoke to a woman named XXXX, who verified that she saw no new accounts with my social security number. She advised me to talk to XXXX, their verification team. They were closed so I had to call them today. I called XXXX XXXX spoke with someone named XXXX who could not help me in any way. He said since I did not open the application there's nothing for him to verify. I asked to speak with his manager. He put me on hold for 20 minutes before disconnecting the call. I then called US Bank fraud team, XXXX. The first person I spoke to was named XXXX. She asked me for my debit card information. She confirmed she only saw the credit card in checking account. XXXX said she saw no notes from XXXX. XXXX said she would start an investigation into if XXXX really exists. She got in touch with another fraud team and conferenced the call in. That rep had the worst attitude. No empathy, compassion, or understanding. Did not help us get anywhere. Eventually the reps were talking, both went silent. No hold music. Nothing and the call disconnected. I'm livid. I've spent 4 hours on the phone dealing with this fraud issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/24 : I transferred ( via ACH ) {$10000.00} from my Credit Union checking account to U.S. Bank to pay off an auto loan ( XXXX ). Confirmation # XXXX XX/XX/XXXX : Transfer not reflected on U.S. Bank account web site. I contacted U.S. Bank and was told they have no record of the transfer. I provided the payment confirmation number and was told this was useless information as it can't be used to verify the transaction. I was also told to initiate a new transfer payment. I complied and made a 2nd transfer of {$10000.00} to pay off the loan. Confirmation # XXXX. I verified that the U.S. Bank account website reflected a pending transfer. XX/XX/24 : Both of the above transferred amounts were deducted from my Credit Union checking account. The U.S. Bank account web site reflected the first payment ( {$10000.00} ) was received, bringing my auto loan balance to XXXX. There was no record of the second transfer being received. The " pending '' transaction record shown the previous day was gone. I contacted U.S. Bank Customer Service again and they said they had no record of receiving this second transfer. I was told to wait and see if it shows up latter. XX/XX/24 : I contacted the U.S. Bank Fraud department hoping they could find more information. I was told that that 2nd transfer was received and that is was marked for return. I was told to expect an ACH electronic transfer of this payment back to by Credit Union Bank account within 48 hours. XX/XX/24 : No transfer yet to my Credit Union Bank. I went in to a U.S. Bank office in XXXX Ca. and asked if they would contact their ACH department and see what is happening. I spoke with XXXX XXXX XXXX ) and she was very helpful. She contacted the appropriate U.S. Bank department and was told that the ACH transfer back to by bank would be initiated seven business days after they received the over-payment per their standard process. Later that day, XXXX called me with an update. She said that they would mail be a check after the seven days rather that via a ACH electronic transfer. I asked if they could just deposit the funds in my U.S. Bank savings account because I needed the money sooner than this check-mailing process was going to take. She said she would find out if this was possible and that she would call be back the following day. XX/XX/24 ( current date ) : XXXX called me and said she was informed that the refund to me had to be by check mailed to me, and that deposit the funds in my savings account was not allowed by their standard processes. In summary, U.S. Bank had some sort of computer error that did not record the pending ACH electronic transfer that I initiated via their on-line banking system. Then after I made a second transfer per their instructions, this 2nd transfer, which showed as pending on the U.S. Bank website, then disappeared from the website. I did not receive any notifications from U.S. Bank about what was happening and their Customer service folks couldn't provide information either. The transfer confirmation numbers provided to me were worthless. Then I was provided several different responses regard when and how I would receive a refund. I expect it will end up taking 2-3 weeks before the refund check will be provided and clear my bank. This was all caused by a poor U.S. Banking system processes but I'm the one spending hours of my time to find out what's happening, and I need this refund now, not weeks from now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90732
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Us bank ruined my credit by kicking me when I was down in regard to my mortgage and destroyed my credit it score. Consumers beware, stay away from us bank. I communicated several times when I was out of work and hospitalized due to complications with covid. I had worked so hard on my credit. The last thing I wanted was to have my credit score affected. I was told my credit would not be affected and us bank would walk me through a repayment plan. Us bank reported me 120 days late. Ruined my credit. The thing I was most concerned about through my hardship happened. It really felt like a slap in the face to my efforts to communicate and prevent my credit from being damaged
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55433
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a credit card on line on XXXX XXXX, based on the fact that I had a 99 % chance of approval, according to XXXX. The bank involved was U.S. Bank. They did not identify the reason when denied, but said I would be getting a written letter documenting their reasons within 10 business days. That never happened. As it has been more than a month since I was denied, with no contact from U.S. Bank, this complaint is being filed. They knew that they had to comply with the law, and have failed to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have been an account holder of US Bank which is responsible for handling my XXXX income. The bank has consistently emptied out my bank account through some illegal banking practices that I can not pinpoint because of the information presented to the account holder. There have been numerous transactions by the bank and unknown merchants that cause my account to fall into a deficit. If I try to apply for a credit card or mortage? The bank denies my applications even though I have an adequate source of income. The bank, FDIC, and other law enforcement authorities have failed to provide protections for minorities who find themselves bankrupt, institutionalized, an/or homeless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Problem with customer service
Subissue:
Consumer Complaint: My father needed to cash his check at the US bank location inside of the XXXX 's at Address : XXXX XXXX XXXX XXXX XXXXXXXX, CA XXXX. I was being helped by the manager XXXX XXXX. He asked if we had an account, and we let him know we did not. He asked if we have an account. We told him we did not but his pension through the roofers local allows him to have his checks cashed with no fee and no need for an account. We have been coming to this location and cashed checks before. He again asked if we had an account or wanted one. He said he can not find my father on the system. He started asking for my fathers ' social security number. I told them we will not provide that and he said he has to have that to cash his check. I said that didnt sound true and he should never be asking a senior for his ssn. I told them this was unacceptable and it took a lot to get him ready to go all the way down to the store and not get assistance after doing this for almost the last year with hardly any issues. This is the second time coming to this branch and getting harrassed and mishandled to just get a check cashed with out any fees and having to open a bank account. This branch continues to ask for unneeded info and try and get us to sign up for an account when we do not want to. Since we do not, they make it extremely hard on numerous occasions to cash my fathers pension check. Something needs to be done about this branch and the manager XXXX XXXX. I call the corporate number XXXX to complain. I asked to file a complaint and was not a customer. They placed us on hold for 10 minutes. They got back on and said " we need to pull up a form so you can file your complaint and it will be a few more minutes. ' '' I got placed on hold for another 10 minutes ( 20 mins total ). The agent got on the line and said we need to have someone contact you back. This is 100 % no one cares, no one is going to help and there is nothing anyone is going to do about it. I want action taken as this service all around was pitiful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A