Date Received: 2022-06-28
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: CFPB Statement : Since me and my friends went to XXXX XXXX, NV, I have been dealing with persistent problems with the XXXX XXXX but more importantly, US Bank as a financial institution. I have a US Bank Altitude Reserve Credit Card, and me and my friends went to XXXX XXXX, and booked a room for north of {$1000.00} through a third party travel agency, for two nights, arriving on XX/XX/XXXX and checking out on XX/XX/XXXX, at the XXXX XXXX in XXXX XXXX, NV. Upon arrival to the hotel, and discussing the suboptimal state of our room with the front desk agent, and then the manager on duty at the time, we were told we were eligible for a XXXX/a night plus taxes partial prorated refund for our room because we were dissatisfied with the quality. This was initially going to be put on the XXXX XXXX the travel agency used to book the room, but after discussing this with the front desk manager, we determined that since we had no access to refunds on the corporate travel booking site XXXX, it would be best for us to receive this refund to one of our cards. My card was already being used for incidentals at the hotel casino so this made sense for my XXXX, the one I am concerned about to be given the credit of XXXX, which was two nights of XXXX plus XXXX XXXX taxes. After checking out, I was given the printed receipt that reflected my XXXX refund, which made my credit XXXX instead of XXXX on this US bank card- the way things should have been. Then, after I left XXXX XXXX, I received word that this had been reversed, and that a XXXX credit had been charged in order to negate the XXXX benefit I received ( that I authorized, while I was in the state ). The reversal, however, which occurred on XXXX ( credit posted on XXXX, rightfully ), was totally without my consent or approval so when I went to dispute it on the US bank app, the User Experience/ User Design mislead me to choosing the option of I did not approve this transaction, which is technically correct but I was told this miscategorized it into identity dispute category when it should have been a charge dispute? Anyways, I called literally 10+ times between XXXX and Today in order to achieve a resolution and was continuously mislead with verbal agents who promised provisional credits when they were not actually coming, solutions when there were none and escalations that proved fruitless. This has gone nowhere with every additional call just being complex and frustrating, and them saying at some point something along the lines of they reversed the charge so it should be okay? NO! It is not, I was owed, and have documentation that I was owed XXXX, not a net of XXXX, which is what I currently have. Essentially, order of events Me and friends use third party travel site to book room for weekend for north of {$1000.00} total Me and friends arrive and are dissatisfied with room quality Me and friends get XXXX refund for part of room put on my card XXXX me and friends leave XXXX XXXX XXXX XXXX XXXX reverses the credit of XXXX without my consent, and against the printed reciept they gave me at checkout, a violation of multiple state and federal laws!!! I use US bank app to try and dispute but this was categorically rejected because I did business with the merchant and US bank has a misleading UX/UI I try to call US bank over ten times and waste hours of my life with customer service people who seem uninterested in fully understanding and fixing I contact CFPB??? It seems like there is no incentive for compliance, and that US bank is incentivized to slowly and barely provide the bare minimum of someone picking up the phone and listening, while charging me undeserved interest and not resolving issues like they are required to under Dodd-Frank and other legislation. US bank has assured me a provisional credit should be issued by today, XX/XX/XXXX, but instead interest posted on the illegitimate charge, so that is a major factor in me reaching out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85719
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: 7 fraudulent charges to my U.S. bank XXXX credit card between XXXX XXXX totaling approximately {$23000.00} ( 2 different stores ). When I noticed the fraudulent charges in XX/XX/2022 I immediately contacted the credit card company to report them. I then received a letter from the credit card company dated XX/XX/XXXX acknowledging my complaint and giving notice that the company had given provisional credit for the fraudulent charges. With my XXXX statement I noticed that all the fraudulent charges had been returned to my statement. I immediately called the fraud department customer service to complain. The representative XXXX said she could not handle the problem, but a case processor named XXXX would call me to follow up. I have not received a call from the processor or any other call or written communication about the fraudulent charges that were restored to my card. I have a confirmation number for my contact with XXXX : XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I canceled the checking account created through US bank on XXXX by phone, but I still haven't received the remaining balance that was supposed to come in 10 business days. All the phone counselors only said they would call me to check again, and repeatedly said that the check was issued but not sent. No one called me back. When I visited the branch, I was informed that I could only consult by phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50010
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: XX/XX/2022 I was sent mail stating an attempt to open an account in my name was unsuccessful. XX/XX/2022 I contacted US Bank and they confirmed the fraud and directed me to place a fraud alert with the credit bureaus and the FTC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60543
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/22 I applied online for a U.S. Bank Cash+ Visa Signature Card and some time later I received correspondence dated XX/XX/22 from U.S. Bank stating : " Thank you for your application for a U.S. Bank Signature Rewards Credit Card XXXX After Carefully reviewing your application and income information you provided, we are unable to approve your application at this time due to : Your debt to income ratio exceeds established maximum guidelines '' Then, farther down my income and expenses info was provided and was followed by : " In order to assist us in determining your ability to pay and assign a credit line, please include all income earned by you of any type : '' This was followed by various types of proof of income I could furnish. After this, on the other side of the page was a generic statement about the FCRA including : " Our decision was based in whole or in part on the information obtained from the following consumer credit reporting agencies : '' Farther down was : " The key factors that adversely affected your credit score were : '' - and several reasons were provided as the basis of why I was denied. A couple of weeks later I received in the mail a pre-screened offer from U.S.Bank for a State Farm Premier Cash Rewards Visa Signature Card. Confused as to why I'd get this offer so soon after being denied I called U.S. Bank on XX/XX/22 and inquired. I was told that the letter I thought was a denial letter was rather a request for additional information and that because I had not provided it within 30 days of my application the window had been closed. The U.S. Bank rep offered the State Farm card which I turned down. After consulting Regulation B I gave U.S. Bank another call and explained the situation once more. I stated that in contravention to Reg B I was not provided a reasonable period of time within which to furnish additional information and that furthermore the wording of the letter appeared more geared towards an adverse action letter. The U.S. Bank rep stated I was sent a letter notifying me that I had XXXX days within which to furnish additional income information to which I replied I had not received such letter. The rep then restated that the window for the Signature Rewards Card had elapsed because XXXX days had passed since the date of the application. In sum, the XX/XX/22 denial letter was ambiguous and misleading because I read it as an adverse action letter and it was not intended to be XXXX. It contradicted the pre-screened offer relayed to me not more than XXXX weeks after. Upon inquiry I was told that I should have received a letter providing a deadline for proof of income that I did not in fact receive. I was told that the application window was closed without being given a reasonable period of time to provide additional information - information I shouldn't have needed to provide regardless because U.S. Bank had decided I was eligible for its credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hi CFPB, Thanks for taking the time to consider my complaint. My wife and I used XXXX US Bank Frequent flyer miles to buy tickets to XXXX, XXXX on an XXXX XXXX. The value of the XXXX tickets was {$5200.00} plus we paid an additional {$120.00} in fees. Our itinerary was confirmed by US Bank Travel Rewards on XX/XX/XXXX. We bought coach seats directly from another org on the same flight for my son and his girlfriend for approximately {$2000.00}. Several days before our trip, I called XXXX air to confirm with them, but they said that we did not have tickets. I called US Bank Travel Rewards, and it turns out they had made a mistake. They made a good effort to get us into 1st class but couldn't. So, we sat in the same section as my son and his girlfriend because there was no other option. My wife and I weren't happy but we rolled with it because mistakes happen. However, I asked one of the representatives to inquire about compensation. We are clear we don't want to pay the equivalent of {$5300.00} for a {$2000.00} flight. She indicated she would inquire on our behalf, but we didn't hear back from US Bank Travel Rewards. So, I complained to US Bank directly. Just got a letter now from the office of US Bank President implying that one of their representatives had contacted us about the mistake and brought it to our attention, which isn't true. And now they are saying that they are going to compensate us {$250.00}. ( Unacceptable. ) Also, and this is one of the reasons I'm making a formal complaint, one of the other travelers on the flight indicated to us that they had had a similar experience. I can't say for sure, but it is possible that there may be an industry pattern of substituting inferior products and then not compensating accordingly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55410
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I ordered an XXXX on promotion with XXXX that had not been released, but was to be released soon ( and on a special promotion, buy one get one free ). I purchased one in store and paid cash on XX/XX/XXXX, and provided my credit card for the " free '' one, once it was available. The total charges were to include taxes, fees, and the amount over what was given for free in the promotion, for a total future charge of {$450.00}. In XXXX the phone was sent, but never reached me. It was traced and confirmed never received. I called in XXXX to inquire, and another device was sent on XXXX XXXX. This phone was received and I was billed {$450.00}. on my credit card. I was charged again XX/XX/XXXX another {$450.00}, which I disputed. I was charged again, and again and keep disputing. The bogus charge has been showing up and has never been removed from my credit card. I called the merchant XXXX and they issued a credit on XX/XX/XXXX. My credit card has not been usable for three months because it is showing over the balance of XXXX, even though I have made less than XXXX in charges in the last three months, and paid it off completely in XXXX. My payments don't post timely either, taking as much as 15 business days to post, even though I am making ACH draft payments from the same bank account I've made payments from for over a year. My credit is being ruined at a pivital time ( I am applying for mortgages ), because my balance reflects over the credit limit, when it is in fact less than 50 % of my credit limit. Please help. 20 hours of phone calls is not getting me anywhere. I have had this card for over 17 years. At least 10 years of on-time payments, and this bank treats me like I am a terrible credit risk ( XXXX ). There has never been anyone in those 17 years that have suggested other banking products, except one. This past summer ( XXXX ) for the first time I was visiting a branch new to me and the manager suggested I apply for additional products. She was XXXX. First and last time courtesy had been extended to me.
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: 2022-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At time of closing the mortgage broker said, since rates are so low ( XXXX % ) you could save your down payment, it would require PMI monthly fee, but once your below that 80 % mark the PMI would be removed with a phone call. Now the mortgage company is stating that they have the right to access my home and do a complete inspection before which could cost as much as {$500.00} in fees and services. They flat out lied, direct to my face! They lied so that I would pick them over other company offering a lower rate and stating that the other companies would be harder to work with. My mortgage company has been a disappointment on so many occasion now. This has been the last straw ; its " time to address this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I contacted US Bank ReliaCard on XX/XX/XXXX asking for a detailed transaction history to be mailed to me for the months of XXXX and XX/XX/2022. I also asked for a fax number in the event that I do have to file a dispute regarding any of the transactions, once I reviewed the information. The representative refused to give me the fax number after much debate I was transferred to another representative who willingly gave me the fax number and apologize for the previous representative he also explained to me that the representative I had just spoken with had canceled my card because of a transaction dispute however I had not yet filed a transaction dispute. That representative pretended to reactivate my card over the phone and told me not to worry the card was reactivated and it would work in an hour or so. On XX/XX/XXXX I filed a transaction dispute via fax using the phone number that was given to me by that second representative. I received confirmation that the fax was successfully sent via fax plus the XXXX fax service provided by XXXX. On XX/XX/XXXX I received provisional credits for a transaction dispute that I had not filed however had been filed by that first representative I spoke to all over the phone who just took the liberty of filing a transaction dispute for every single transaction that had already been completed on my account most importantly this did not include any of the transactions that they had pending for nearly a month. Ever since that day I have made countless efforts every single day to have ReliaCard send me an acknowledgment letter acknowledging that I had filed dispute for many transactions on my account that we're not included in this fraudulently filed transaction dispute that was filed without my knowledge. Now it is over 30 days later and I've received no such letter acknowledging that I've disputed nearly {$9000.00} in transactions and have received nothing but from the customer service Representatives I spoke to who have just proceeded to run me around and never actually provide me with any information since then. I received a letter from US Bank ReliaCard notifying me that they would be debiting my account for {$430.00} for the transactions that I called and told them we're not supposed to be part of my transaction dispute I never filed a transaction dispute for those transactions so they went ahead and took the money back that they had credited me with provisional credits for a transaction dispute that I never filed. The problem is is that this ultimately is hindering my ability to get money back for the transactions that I was disputing which some of them are involved in the transaction dispute that was filed without my knowledge and money not taken back for those provisional credits that I was given for those specific transactions which would shed light on the fact that I would have gotten my money back for all of them had they ever acknowledged that I've actually been disputing those transactions all to that merchant. I don't know how to continue because I have had as I said countless phone calls with these people who just refuse to give me any kind of proof that I've actually disputed any of the transactions. On XX/XX/XXXX I was able to reach a representative name XXXX who went through all of this with me and fixed not only submitting tickets for transactions which I did not choose to dispute and was letting them know that I was not intending on disputing those transactions and then she was also adding the transactions with the specific merchants that were left out of the transaction dispute that I filed via fax machine. I received letter in the mail confirming that conversation on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Received Webster Bank card via mail on XX/XX/2022. Reported received card not applied for. Company to follow up on the fraudulent application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A