Date Received: 2022-07-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My identity was stolen and someone applied for a US Bank account. The notice says to call 24/7 and they'd take care of any issues. I called and am constantly transferred to different agents who eventually transfer me to a " dead line '' which hangs up on me. I tried calling several times. Absolutely deplorable customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had been working with U.S. Bank Financial Advisor XXXX XXXX XXXX XXXX in Settle, WA. to assist in investing my nearly {$400000.00} in death benefits inheritance money from my husband 's recent suicide death. As part of this relationship, I was also assigned a Private Client Banker, XXXX XXXX XXXX XXXX, who would assist with concierge banking services on my checking accounts and other consumer products. XXXX XXXX initially invested {$90000.00} into CDs and was assisting me in investing the remainder in other investment products with U.S. Bank. On or around XX/XX/2022, XXXX XXXX had requested I visit him in his branch to sign investment paperwork that would allow him to take over as my financial advisor and to officially open my CD accounts. We agreed to meet at a time that was convenient for me since I was still preoccupied with settling my late husband 's affairs, and we nailed down a time of XXXX on XX/XX/XXXX for me to stop in and sign the paperwork. On this day, XXXX XXXX and I had a verbal disagreement about him calling me and interrupting me as I was selecting an urn for my husband 's ashes and while I was in traffic. I became frustrated with XXXX XXXX 's pressuring sales tactics to have me sign documents to open up accounts that would, to the best of my understanding, give him the sales credit and take over managing my wealth portfolio, thus giving him internal sales credit and commission by pressuring me to sign the documents. As a result, I terminated the phone call in light of feeling pressured and overwhelmed by XXXX XXXX 's conduct. On XX/XX/XXXX, I met with XXXX XXXX in-person and signed the documents he requested. Only after signing the documents did XXXX XXXX bring up the phone call from the prior day and gave me an ultimatum : He and I could work together in a strained relationship ; I transfer management of my accounts to the bank 's XXXX XXXX XXXX ; or I could take my money elsewhere to another bank. Upon receiving this ultimatum, I e-mailed XXXX XXXX the same day and asked that he transfer my investment accounts to the XXXX XXXX XXXX. XXXX XXXX did not reply to this e-mail and did not transfer my investments -- thus, my money went uninvested, and I potentially lost out on gains and profits from my invested funds with U.S. Bank as a direct result of, what I believe, was retaliation by XXXX XXXX. I made a documented, verbal complaint to U.S. Bank and was assured there would be follow up ; I received no follow up, though my accounts had been transferred to the XXXX XXXX XXXX. I also had an $ XXXX wire transfer into my checking account that went uninvested because of XXXX XXXX XXXX thus again potentially causing me to lose even more gains and profits on uninvested funds. XXXX XXXX has still been listed as my Private Client Banker, so on XX/XX/XXXX, I reached out to him regarding a credit card offer I received specific to me and which required me to apply directly through a Private Client Banker. XXXX XXXX did not reply to or acknowledge this e-mail. On XX/XX/XXXX, I again e-mailed XXXX XXXX asking if he was the appropriate person to help me with my credit card offer concern. He left me a voicemail and e-mail this same day that said he would only help me if absolutely necessary, because he and XXXX XXXX are a team, but that they were finding me a long-term team to assist me, but this could take a while. I filed another formal, verbal complaint with U.S. Bank, this time for retaliation and discrimination against me for me filing good-faith complaints against XXXX XXXX and for leaving my money uninvested and potentially losing out on profits as a result of both XXXX XXXX 's and XXXX XXXX 's XXXX. Approximately XXXX PST this same day, XXXX XXXX left me another voicemail to state he had looked into the credit card offer and could now help me. These events are discrimination, retaliation and caused me undue financial loss.
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: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I deposited {$5100.00} on XX/XX/XXXX. There was a promotion that promised a {$300.00} bonus in 60 days for doing so. The terms are attached. They say : " You must make new deposit ( s ) of at least {$5000.00} in new money deposits ( Direct Branch, Mobile Check Deposit, ACH or Wires ) within 30 days of account opening and then maintain a balance of at least {$5000.00} through 60 days after account opening. '' The language that " I must make new deposit '' ( which I did ) " of at least {$5000.00} '' ( which I did ) " in new money deposits ( ... ACH... ) ( which I did ). My deposits were an ACH, which is specified in the terms. There were two initial deposits of {$200.00} and {$4800.00}. I also received a payment of {$120.00} on XX/XX/XXXX, and a {$250.00} payment on XX/XX/XXXX. I have completed the offered terms and have not received the bonus. I called US Bank to inquire. The agent XXXX said my deposit did not count because it was an " external transfer. '' Nothing in the terms excludes ACH 's which are " external transfers. '' I asked the agent where in the terms does it say " external transfers '' are excluded. She said it wasn't in the terms. Additionally U.S. Bank sent me a letter stating my {$200.00} deposit ( which was made through credit card ) did not count, which doesn't make sense. It was a " new money deposit '' as stated in the terms. They stated they were not giving me my promised bonus because the {$200.00} didn't meet their terms. Even if this deposit wasn't counted, I still made {$4900.00} in deposits they appear to consider acceptable. I acted in good faith and made {$5100.00} in deposits, over their threshold. They seem to be inequitably denying me the stated promotion because they have chosen to not count a small {$200.00} deposit, putting me {$25.00} under the {$5000.00} threshold. Additionally, a {$250.00} payment was received on XX/XX/XXXX, putting me further over the threshold. U.S. Bank is acting in bad faith, and arbitrarily and capriciously denying me my promised bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022, I received a letter from servicer US Bank offering help ( mortgage modification to be specific ) see attachment. On XX/XX/2022, I called US Bank and responded to the offer for help. The representative stated US Bank would send me a Mortgage Assistance Application within 5 business days. As of today, XX/XX/2022, I have not received the Mortgage Assistance Application promised by US Bank.
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: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/2021 and XXXX XXXX, I filed a dispute with XXXX, XXXX and XXXX in regard to inaccurate information on my consumer report. On both occasions, I never received any correspondence from either agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022 I received a call which looked like it was from US Bank customer service about a possible scam or fraud on my US bank account using XXXX. I put the person on mute and checked the phone number to make sure it was a legitimate phone number, it was. It was the phone number listed on the XXXX search for US Bank customer service. The woman on the phone told me that it looked like there was a {$2000.00} charge with my XXXX account. I did not know what XXXX was at the time, I had never used it before. She asked me to open my mobile banking app and that we would look at it together. Thinking that it was someone from the actual US Bank customer service line, I opened my app. After opening the app, she asked me to click on the XXXX button at the bottom of the screen. When I did this my phone made the sound that sounded like money was being sent kind of the whoosh sound and immediately {$2000.00} was gone from my banking account on authorized by me. As soon as it happened she got very sketchy and immediately got off the phone. I hung up and immediately called my local branch and they helped me put a hold on my account and I went as soon as I could and reported everything. I was told to make a police report and have done that. I have been fighting US Bank since XX/XX/XXXX, we have open four different claims on this incident. US Bank tells us there is nothing that we can do except to sue the person that did this, I have no idea who did this because they called from a number that was US banks. I am at a loss of what to do now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Account was closed with out notifying us. We were given a cashiers check from my dads company some had came and used XXXX XXXX dollar money orders. I deposited the money order normally.the money orders turned out to be fake and we were notified by my dads company that there bank rejected it for l being fake. They did file a police report as well becuase the guy who paid with the money orders has their car too. They did file a police report and have copies of the other 2 they were given. We are tired and tired of calling and saying the same thing over We noticed the account was negative and went to the bank to see what happened.nothing was told to us about the Check having an issue .The branch manager told us there was fraud on youre account and thats all I can tell you. Given the run around to different brAnches and being told to call the 800 number because they froze our account. That number then tells us that the bank manager is the one that closed youre account you have to go to them. we have money in there we need this is causing financial hardship the branch manager made us feel like thieves and fake information giving us the run around not telling us what happened or looking into that weve never had that issue with our bank account. We have been talking to the fraud department all they do is keep taking statements does not help in freeze our account we do have funds in there that are now frozen. We have a family and this is very hardship. This was all un necessary from us bank and the manager in the XXXX XXXX branch was not professional did not explain what happened told us to go to a different branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 start date I received a phone call from a " Supposed US Bank Employee '' with a spoofed customer service US Bank Phone number. Which was XXXX about a XXXX withdraw of {$3500.00} and he stated there was " fraud '' on my account. When I logged onto online banking he was able to sign me up for XXXX, which is a money transfer service used by many banks including US Bank. He then proceeded to withdraw {$1900.00} from my account, and then he proceeded to do 2 more withdraws of {$400.00} increments. Then the perpetrator locked me out of my online banking access at that point. Immediately US Bank from XXXX XXXX, MO called me and asked if I made those withdraws and I stated " No I did not '' they told me on the phone there was nothing they could do because was a XXXX transaction. The lady from the US Bank XXXX XXXX knew there was an ongoing scam with the US Bank Customer Service Phone number being " spoofed '' by scammers and were aware of this scam. The US Bank website did not mention the scam or the spoofing of the customer service phone number. I opened a new account because of the fraud, and also US Bank opened an investigation of the fraud and after 10 business days they determined that I posted the requested transactions. I received 3 letters in the mail today and basically they have now denied my claim and are NOT going to do any other course of action regarding the fraudulent transactions. So the scammer made off with {$2300.00} of my money that the bank will not reimburse me back for. That is why I'm filing this junction at this point to see my options are now. Thank You XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: this company has violated my rights this company has not validated any of my specific request ( 1692ea ). They are still reporting inaccurate information on my character. they have violated ( 1692cc ) by sending over information not specific not accurate information after asking for cease of communication.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/22 an unauthorized person. used my ssn and tried to open a usbank credit card. I reported the fraudulent transaction to usbank and XXXX XXXX. Usbank did not open the credit card and XXXX XXXX advised me to report the incident to the federal trade commission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06002
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A