Date Received: 2022-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: It's a spam email from US Bank advising me that I can refinance cheap. We have no interest, in a retirement community and own our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08759
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My credit card was lost, and when I complained US Bank froze my account, and won't allow me to access any funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, I discovered that my personal information had been compromised. This includes my driver 's license and social security number, several of my online accounts had been accessed, I lost access to the majority of my online accounts due to someone changing my passwords, and there were multiple attempts to open credit cards in my name. On the morning of XX/XX/2022, I closed my checking and savings account at my former bank and opened new accounts at U.S. Bank. Part of restoring my identity was creating a new email address and was provided a new phone number by my phone carrier. I provided this information via telephone to U.S. Bank on the morning of XX/XX/XXXX when I opened my accounts. While this was occurring, I also noticed that someone had tried to open a credit card in my name through U.S. Bank. I spoke to U.S. Bank 's fraud department and explained the situation and reassured them that it was not me who applied for a card. On XX/XX/2022, I was able to regain access to my former email account only to see that U.S. Bank had sent my account confirmation emails there. I immediately called U.S. Bank 's customer service department to confirm that these were legitimate emails from U.S. Bank, as these emails were sent to an email address I did not provide them when I opened the account. Further, I asked why they would send emails to an email address that I'd informed them I no longer had access to, and in fact told them that someone else had access to. I was transferred to the fraud department and I again explained the situation. I told the rep I spoke with that I was concerned that U.S. Bank was not taking this seriously enough. Further, I explained to the rep that every single question she asked me in order to verify my identity were questions that could be answered by the person who stole my identity and that I was losing confidence in U.S. Bank 's ability to protect my assets. The rep suggested we put a verbal passcode on my account as an extra step. However, the rep was also relatively rude, and was unable to confirm for me my information on file ( email address and phone number ). She said she didn't have access to that information. It's ridiculous to me that the fraud department would not have access to information such as that. The rep also told me that she wasn't able to explain why the bank sent new account confirmation emails to my old email address and I'd have to go into a branch to talk to someone. I called my nearest branch, which was in XXXX, WI, around XXXX XXXX CST. I asked if there'd be someone available for me to speak with in person. I was asked if I could be quick since they were going to close soon. I arrived just before XXXX and brought the printed emails and once again explained the situation to a rep named XXXX. She called her fraud department and we again asked how those emails were sent to my old email address and why my account wasn't updated with my current information. The fraud rep tried to assure me that I had nothing to worry about, as the emails the bank had sent to my old email address didn't contain my account information. I again explained the severity of the situation and informed both XXXX and the fraud rep that someone has access to all of my personal information, including that email account, and the entire point of me changing banks and creating a new email address was so the person ( s ) who stole my information wouldn't know that I'd changed banks. I again explained to them that I did not have confidence in their ability to protect my information and my accounts. I was at this branch for approximately 20-25 minutes before anyone even noticed that I had a verbal passcode on my account, which only served to validate my concern with U.S. Bank 's privacy claims. It was determined that, because my father has an account at U.S. Bank for which I am listed as a contact, whomever set up my new accounts just took my contact information from my father 's accounts and carried it over to my new accounts, even though that is not the information I provided. XXXX tried to once again assure me my information was safe, told me that the only reason she allowed me to come in was because it sounded urgent, and she'd watch my accounts over the next few weeks to determine if any further issues occurred. Towards the end of XX/XX/2022, I received signature forms in mail in which U.S. Bank is requesting my signature. On each of these forms, my ID type is listed as Military ID. I call U.S. Bank customer service again and ask them to clarify, as I have no affiliation with the military, and given the current circumstances, I want to ensure these are legitimate forms. I again explain that my information has been compromised. Once again, the customer service rep I spoke with not only does not ask me for my verbal passcode but tells me it's probably a typo on the forms and I don't need to worry about it. So now my money is stuck with a bank I have XXXX confidence in. I get charged if I close my accounts too early, so it's been a daily stressor for me. They've made mistake after mistake with very little acknowledgement, and as soon as I can close my accounts with them without a penalty, I will be doing so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53092
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX Harassing, oppressive, or abusive conduct. " Per the CFPB, " If you believe a debt collector is harassing you, you can submit a complaint with the CFPB. '' Person/party who stands to gain monetary : XXXX XXXX XXXX Person/party responsible through whom actions were/are initiated/directed : XXXX XXXX XXXX FL Bar # XXXX of XXXX XXXX XXXX, XXXX, XXXX Service Address - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Office : XXXX Cell XXXX XXXX XXXX No Text Messages Fax : XXXX For more than 3 years, as materially documented with the CFPB, XXXX XXXX XXXX has himself impersonated a bank XXXX XXXX XXXX has also DIRECTED more than 30 other individuals ( public servants and non public servants ) to take part in his impersonation of a bank, as an injured party to who it has been stated by the " actors and actresses '' that the bank is an injured party, in the amount of approximately {$140000.00}, and that I, a consumer, am responsible for that injury. I, the consumer, have contacted the bank of interest named by XXXX XXXX, US Bank National Association, multiple times, most recently 10 times directly, since XX/XX/2022, OFFERING TO DISCUSS and agree to PAY the bank any amount that XXXX XXXX has stated to me in writing that the bank is owed. US Bank National Association has failed to respond to me zero times over the past three years. US Bank National does not respond to me to collaborate ANYTHING XXXX XXXX XXXX has sent me and has directed over 30 other people to send me ( all have been using the United States Postal Service System ). I can submit all tangile proof, pictures, copies of all material documentation, they have sent to me by USPS mail soliciting, intimidating and threatening actions against me to pay to XXXX XXXX andcthe law firm he represents. XXXX XXXX XXXX has been impersonating XXXX BANK XXXX by using the XXXX system to seduce, oppress, threaten and harass me into paying him monies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX US Bank restricted my Business Checking account due to a chargeback that was disputed over XXXX ( for Business ). I went into the bank on XX/XX/XXXX and they said they are doing a review, will be closing the account ( which has a balance of {$210000.00} ), and mailing me a check. I have attempted to resolve this issue in a timely manner but it has been almost 4 months now with no change of status and I really am in need of this for my business. They have not given any help and are outright rude when I try to get to the bottom of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48315
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/22, I was victim to a check cashing scam on my bank account. My bank is with US Bank. I immediately tried speaking with someone from US Bank, I've talked to at least 15 people who give me the run around. No one will help with the account. I filed a police report, filed a scam report with the postal service, XXXX and FTC. US Bank put a hold on my accounts and will not give me access to any of my funds for over 2 weeks. I have not been able to pay any of my bills including rent, cell phone, insurance, credit card bills, buy food, gas, and groceries. My family has had to help me and my two children, on top of which, both of my children having XXXX which has prevented me from working for a week. I've tried meeting and talking to the Branch Manager in XXXX but she would not meet with me. When I finally was able to call and talk to her she stated she could not give me corporate or fraud department number but to call customer service again and try to speak with someone. She stated there was nothing she could do and was no help whatsoever. Someone else stole money and now I am being framed for it and my bank is doing nothing to help my situation or actually investigate the situation. They just closed my account and won't talk to me to get the story or situation or give me my money. I need help because I am innocent and could possibly be evicted, have my phones cut off, and lose everything I have worked for because someone else used me to scam {$1900.00} from the bank. I am completely disgusted with the bank and how much they have blatantly disregarded me the past couple weeks. I just need my account with my paycheck to be released so I can pay my bills. I did not steal any money from the bank and can prove it with no problem. I am a recently divorced single parent of two young children who works full time on XXXX and XXXX XXXX full time at XXXX XXXX to become a XXXX XXXX XXXX and I can not afford these issues. It isn't fair that me and my children are the ones suffering for someone else 's theft, fraud and forgery. After talking with the police again about the banks lack of effort in helping with the situation, the detective on the case stated I need to give all the evidence and information to the Attorney General for further help and investigation. The bank force closed my account without proper investigation. I reported the situation to XXXX XXXX XXXX reporter for XXXX XXXX XXXX XXXX and in the process of hiring an attorney.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72076
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a XXXX credit card issued by US Bank. My original card was a XXXX that offered rewards for everything but enhanced rewards for travel. I used this card for every purchase I made, groceries, travel, gas, etc. I paid this card off every month since I joined. XXXX changed to XXXX held by US Bank. I continued to use this card as I had the XXXX for everything and paid in full every month. I checked my rewards points and noticed I had between $ XXXX {$700.00} in rewards. I made a determination that I would apply that money towards my upcoming credit card statement that exceed {$13000.00} based on travel I put on the card. Looking forward to my enhanced rewards, due to travel rewards were significantly higher than any other reward. So once the card was charged, I looked at my rewards balance and was surprised that it had not changed. So I emailed the card membership asking where my rewards were? They said they were not giving me rewards and it was not their problem. Right away, I determined I was going to close the account but first I went to the rewards tab, hit transfer to bill. Then I closed the account and paid it in full. I was expecting that since I paid the card in full, that I would be reimbursed the rewards money via a refund from US Bank. So I emailed them again asking where that reward money was, and they replied that since I closed the account and they showed no transaction to claim the rewards that they would not honor the claim. ( see attached ). I emailed and appealed to XXXX with the same results. I want my past rewards money sent to me ASAP as I did what was right, claim them as a credit to my bill and then closed the account. THE BIG LIE, they claim I did not claim the rewards and since my account was closed, too bad. When I went in to the rewards tab too prove my point, quite conveniently this is what appears : Something is broken, sorry about that. Were not sure what went wrong. Here are communications between my and card services : Date : XX/XX/XXXX Message # : XXXX From : Cardmember Service Subject : award $ Message : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. We show your account is closed, after reviewing your rewards we show the last redemption was submitted on XX/XX/XXXX. All reward points are lost at time of closure ; therefore, since your account has been closed we are not able to process any redemptions. If you have further questions or concerns about your account, please contact us again. Sincerely, XXXX XXXX. Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : Before cancelling this card, I requested my rewards dollars be applied to my bill. As of today, that is not the case. I tried to go into the rewards folder shown here and was blocked out. Please send the refund to my home address On XX/XX/XXXX at XXXX XXXX Cardmember Service wrote : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. We have completed your request to close your account. If you have any pre-authorized charges billed to this account, its your responsibility to cancel these charges. Pre-authorized charges may include, but are not limited to, recurring transactions from merchants such as XXXX XXXX, XXXX, and insurance or internet providers. If the charges arent cancelled, they may continue to be accepted and billed to this account. Your account will remain accessible online as long as an account balance remains and will continue to show online for two additional billing periods once the account balance is at XXXX. After that time, well automatically remove the account from Online Banking. If you have further questions or concerns about your account, please contact us again. Sincerely, XXXX XXXX. Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : Cancel this credit card On XX/XX/XXXX at XXXX AM Cardmember Service wrote : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. We can confirm, your current XXXX XXXX XXXX XXXX you earn 3 % XXXX cash rewards per {$1.00} on the first {$8000.00} spent on net XXXX and travel purchases ; 2 % XXXX cash rewards per {$1.00} spent on net gas, grocery, dining and drug stores purchases ; and 1 % XXXX cash rewards per {$1.00} spent on eligible net purchases everywhere else XXXX is accepted. Net purchases are purchases minus merchant credits. Some transactions are not eligible to earn rewards. Ineligible transactions include cash advances, interest charges, convenience checks, balance transfers, purchases at the XXXX XXXX, and fees. XXXX Card Services can not control how merchants choose to classify their business and reserves the right to determine which purchases qualify. When logged in to XXXX, you can review your XXXX cash rewards information and redemption options by clicking on the Rewards & Benefits link that appears at the top of the page. This link will take you to your rewards information. To view your redemption options and to redeem cash rewards, select the Redeem rewards at Rewards Center link. In addition, you can redeem your XXXX cash rewards by calling XXXX ( we accept relay calls ). Your account must be open and in good standing to redeem XXXX cash rewards. XXXX cash rewards expire at the end of the quarter five years after the date they were earned. If your account is closed to future transactions for any reason, rewards would immediately be forfeited and could no longer be redeemed. If you have further questions or concerns about your account, please contact us again. Sincerely, XXXX XXXX. Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : I can not tell you how furious I am that I have this card and just now found out that there is no award program any longer. I was so excited to put my $ XXXX trip money on this card and couldn't wait to see my rewards. I am going to pay off this XXXX account! DELETE MESSAGESAVE MESSAGEREPLY And : Read a Secure Message Date : XX/XX/XXXX Message # : XXXX From : Cardmember Service Subject : rewards Message : Dear XXXX XXXX XXXX : Thank you for contacting Cardmember ServicXXXX via our website about your XXXX XXXX XXXX XXXX XXXX account ending in XXXX. We strive toward excellence in customer service, and we sincerely apologize for the frustration you experienced. Your comments will be shared with management to improve our service and prevent similar issues from occurring. If you have further questions or concerns about your account, please contact us again. Sincerely, XXXX XXXX. Cardmember Service Advisor On XX/XX/XXXX at XXXX AM the following message was sent : You people have the worst public relations of any company I have ever worked with and you lie. I had a wonderful relationship with XXXX until your company took over. Your records are wrong. On XX/XX/XXXX, I activated the rewards to be credited to my account. I am going to appeal to XXXX. SHAME DELETE MESSAGESAVE MESSAGEREPLY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: About XX/XX/2021, I fell victim to two multi-layered scam operations run by XXXXXXXX XXXX which involved me making deposits for a total amount of XXXX USD from my US Bank account to fraudulent investment firm ( s ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91776
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XX/XX/XXXX, notified by Fidelity Visa of fraud activity on account. I was told the account number would be closed and I needed to update any automatic payments to the new account number. On XX/XX/XXXX XXXX XXXX XXXX sent a transaction to my Old ( fraud ) Fidelity Visa account number. Fidelity Visa then transmitted my new Fidelity Visa Number XXXX XXXX XXXX XXXX and authorized the transaction. On XX/XX/XXXX I contacted Fidelity Visa customer service. They informed me that since I had a prior relationship with XXXX XXXX XXXX and 1 previous transaction with them ( XX/XX/XXXX ) - as a courtesy that are allowed to give out my new account number. They stated that any vendor who had my old number could successfully charge to my new account as long as that said they had a prior relationship with me. They then stated that if I could tell them who has my old ( fraud ) number they could close it only to those vendors. But that it cant close to all! My thinking is if the account number is closed down that is closed. But that is not the case with Fidelity Visa. My question- is it legal for them to release my new Credit Card account number to a vendor?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: Last month I had been going through a scam situation in which I thought I was transferring money for a professor from the XXXX XXXX XXXX who was across seas to a foster home that was in need, this transfer was made via XXXX. Originally the request was that I would personally purchase and mail items to the foster homes, the scammer told me that due to covid protocol the home did not want me sending things and instead send the money so their staff could make the purchases. I had been talking with this person for about two weeks on what items the foster home needed and when they would need it by. It had turned out this professors information had been compromised and it was not really him that I was doing this for but a scammer. He called me after the transfer and the voice on the phone threw me off and I realized it was a scam. As soon as I realized this I filed a police report and contacted the bank in XXXX Idaho. The bank manager told me I was liable for all the charges and there was no fraud protection. When I asked her if there was anything I can do she said she would get back to me. She never did. I called a again a few days later and was told she was in a meeting and would call me back. She never did. I went into the branch twice and she would not even show her face. I tried to work on doing a settlement so that I would not be liable for as much and she would not allow it saying it would go on my credit report and had a teller tell me that so that she did not have to talk directly to me. I had to open a new account which was recently closed the day after I wrote a bad review on XXXX for her. After almost a month they closed my savings and my new account, but left the one that was scammed open. They still have not said a single word to me. US Bank had never warned people of the risks of using XXXX, they never disclosed that it was unsecure and not protected. They forced every single person with a bank account there into having it without warning people. The total amount I was scammed for was {$3500.00}. I'm a poor college XXXX that was trying to do a good thing and I am being treated like I am a bad person that deserves to suffer from the bank manager. I filed a police report, reported it to the school, who refused to warn other students of the scam. I'm actively doing everything I can to warn people of what happened. According to the officer there were three people who's accounts were compromised and no one I warning students of what has happened. I do not want this to happen to anyone else. I want the bank to take responsibility for using an unsecured service that they didn't warn the people forced into it about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83843
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A