Date Received: 2022-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: CASE DESCRIPTION : This complaint is made against US Bank XXXX, as one of its subsidiaries, Elan Financial services is ultimately responsible. While well hidden, the policies are created but US Bank XXXX which is the responsible party in this complaint. Through a solicitation I received in the mail, I signed up for the Ent XXXX Credit Card ( offered by Elan Financial Servies, a division of US Bank XXXX. Part of the reason for getting this card was the generous 5 % that they offered for certain categories such as home utilities. Based on the solicitation, I decided to get the card. I selected XXXX XXXX for XXXX of the 5 % categories and incurred a convenience fee in order to pay my home utility, Colorado XXXXXXXX XXXX. The transaction posted at 1 % and when I called I was told this was an obvious mistake and that it would be fixed. When it was not fixed, I contacted Ent again and was told that Colorado XXXXXXXX XXXX, despite posting with the merchant code was not considered a utility as they do not have utility as their primary business. I am surprised as Ent is headquartered in Colorado XXXX and I would imagine pay a monthly bill to their utility company, Colorado XXXXXXXX XXXX. When I spoke to a supervisor I was told that this often happens when a business conducts business in more than one category, such as XXXX XXXX I checked the XXXX website and saw that they primarily sold - utilities such as water, gas, and electric. I could not order clothes or groceries from the XXXX website as they did not offer that, like XXXX XXXX I was then told that the terms and conditions said that there are some guaranteed home utility companies, but that the " millions '' of others " may or may not '' count towards the additional reward. Ent 's policy seems to be-we don't know what reward you might receive, but get our card and maybe, you might just possibly could have the utility company that you have providing your home utilities count as home utility. But, and I am adding my own interpretation, we will decide and you'll find out after you paid your bill. If we don't want it to count, then it won't, too bad, so sorry, try something else and even if the merchant code is the correct one, we decide-logic, fairness, and basic common sense doesn't apply as XXXX determines what is a utility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Attached is a letter that I received from XXXX XXXX. This is an Alias Name used by Elan Financial Services, I guess so that their customers do not know the company that they are dealaing with. This letter states that my account was closed because of the number of late payments over the last 12 months. This account was set up on automatic payment and there was never a late payment. I wrote to the company and requested the dates when payment was late and they responded by telling me that it would cost money to get that information. This is totally inappropraite. If the company wants to spread miss-imformaton, they should provide the proof of the information. In the attached letter they also say something about the high cash balance. There was never a cash balance on this card. I have not clue what they mean by number of months since the account was opened. The account was opened about 5 years ago and was automatically paid every month. The last comment in the attached letter is Number of Delinquencies in the past 6 months. As discussed above, the account was set up on automatic payment and there was never a late payment. I respectfully request that Elan Financial Services provide data to support their statements including date payment was due and date payment was received for each incident where they are claiming that the payment was late Kindest personal regards XXXX XXXX XXXX XXXX XXXX XXXX XXXX The bank from which I took out this card was notified numerous times that I had relocatred from XXXX to XXXX XXXX. The Bank and not Elan Financial services is what shows on the statement and virtually all of the correspondence received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 228XX
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: Card opened as result of identity theft or fraud
Consumer Complaint: on XX/XX/2022 I was alerted to a change in my credit report. When I checked I found XXXX hard inquiries for credit cards I did not apply for. XXXX and US bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30327
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My husband XXXX XXXX XXXX XXXX daughter works for U.S.Bank & now she works for XXXX XXXX a computer company. She took out a student loan in his name we received a copy in XXXX he is disable from birth with XXXX XXXX he Can Not read & can only write very little. In XX/XX/XXXX we hired XXXX XXXX XXXX XXXX they showed us where & how she's been able to pull off this Identity Theft on her Dad, they went back to XXXX she got credit at XXXX XXXX & all the U.S.Bank positive accounts were done by her. She's a notary too, XXXX caught her signing his assets over to herself. We have contacted U.S.Bank over & over for years. They foreclosed on us for a mortgage we didn't do auction date XX/XX/XXXX then again XX/XX/XXXX, XXXX again on XX/XX/XXXX & now number XXXX XX/XX/XXXX. We stopped all six with documents they didn't think we had without a XXXX. We filed an Identity Theft Report with the FTC. In XX/XX/XXXX a lifelong friend found online three checking accounts in my husband s name we knew nothing about, they went to U.S.Bank closed that one they didn't give them any paperwork they went to XXXX XXXX & closed a joint checking account thy asked them how could she open a joint checking account without him being there they said that they didn't know they gave them no statements either, my husband & I closed the last one thge next day at XXXXXXXX XXXX XXXX XXXX XXXXXXXX they gave us some of the statements. On the cancelled checks the one in the middle is where she printed his name as XXXX then she sign his name he wasn't there & didn't give her consent & her & her ex husband bankrupt in XXXX with our property. On the fraudulent document stating he had sold XXXX XXXX acres the seal is over the writing on the first page & we have 2 witnesses that was there when she sign his name it wasn't in XXXX as she stated it was done in XXXX. U.S.Bank in XXXXXXXX XXXX sold XXXX acres on XX/XX/XXXX the first auction date was XXXX you ALL ... XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for Mortgage Assistance after our forebearance plan ended, due to us being able to both go back to work and afford the mortgage again. This was the only option we got from the bank was to file the Mortgage Assistance application and not just add the back to our loan and continue to pay what we could. Our first application was denied. We quickly sent in another application. From this application we were given verbal confirmation, with a confirmation code on XX/XX/2022. We were to start out mortgage payments in XXXX with the loan modification we had the confirmation number too. We made a payment in XX/XX/2022, a few days later we received a letter telling us our application was denied on XX/XX/2022. We called them right away and they let us know they put us into foreclosure, seeing as they denied our application. We asked the bank to appeal the decision and filed a XXXX complaint on XX/XX/XXXX and XX/XX/XXXX. The complaint and appeal were filed XX/XX/XXXX. We have since, started a new Application for Assistance on XX/XX/2022 and have yet to hear back from them if they need anymore information, but this is the third time we have filed for assistance with no reasoning as to why we are being denied, until we are already denied. We have been calling USBANK at least twice a week for the last 4 months, minus the month of XXXX ( since we had the confirmation of our loan medication ). XX/XX/2022 we received our complaint back, saying that they sent out a letter asking for additional information on XX/XX/XXXX, which we have stated on every phone call we had not received that document and no one called us asking for more information. We have had XXXX people at USBANK say they would send us that letter for the last month and we still have yet to receive that letter. That letter from XX/XX/XXXX was also supposed to be enclosed in the complaint packet, which it was not. We have applied and called and no one seems to want to work with us, we can afford to pay our mortgage again and are working effortlessly to make that happen with no help from USBANK on their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US Bank Checking Account # XXXX US Bank Debit XXXX # XXXX Date of Birth : XX/XX/1990 Last 4 Digits of XXXX : XXXX Address on File : XXXX XXXX XXXX XXXX, XXXX XXXX, CA, XXXX, USA Email Address on File : XXXX Phone Number on File : XXXX -- - To whom it may concern, I was traveling internationally for the period of XX/XX/XXXX through XX/XX/XXXX. On the XXXX, I logged into my US Bank online app in order to mobile deposit a check. I noticed the app gave me the error that " mobile deposit is not available for this account at this time, '' and I was promoted to call customer service. On XX/XX/XXXX, I called customer service at US Bank, was notified a restriction has been placed on my account, and was transferred to the fraud department. After talking to an agent from the Fraud Liaison center, I was informed a branch manager somewhere in Illinois named XXXX XXXX has placed a restriction on my account as of XX/XX/XXXX. No reason was given ( or noted on the account ) as to why a restriction was placed. Interesting thing is my address is in California, so I have no idea what a branch manager somewhere in rural Illinois has to do with my account... The agent from the Fraud Liaison center speculated that it may be due to the small deposits made into my account from XXXX XXXX XXXX. I explained to the agent on the phone that these are cash back I have earned through purchases made via XXXX XXXX that are being deposited into my US Bank account. The agent was convinced. The agent was unable to contact XXXX XXXX, as she seemed to have been out of the office for quite a while... Interestingly, on that same day ( XX/XX/XXXX ) that my account at US Bank was restricted, my brokerage account # XXXX at XXXX XXXX was also restricted. Even though this is still not confirmed, as XXXX XXXX is not giving me much information regarding the issue, I highly doubt this is a coincidence, as there were ACH Transfers ( large amounts ) that occurred between my US Bank and XXXX XXXX accounts in the past 2/3 months, and I am concerned the restriction at XXXX XXXX was placed at the instruction of whoever placed the restriction on my US Bank account... I, hereby, request US Bank to provide me with a CLEAR lawful reason as to why a restriction has been placed on my account, and the money in my account is being held hostage with no explanation or clear instructions on how to rectify the matter. As far as I know, I am not under investigation by any federal or state agency, and there are no judgements/court orders against me that would obligate the bank to make my life miserable. Secondly, if the agent at US Bank has also caused issues for my account at XXXX XXXX, I, hereby, request that contacts be made requesting my funds at XXXX XXXX to be released, and all the previous instructions to be reversed... Please contact me, promptly, if you need more information, or you need to discuss further steps to release my money, and my accounts. Sincerely, -XXXX XXXX
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: 2022-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-25
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I paid my credit card on the app for peoples united bank, they charged Me a late fee and nonpayment on my credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11756
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Forced Placed Insurance Policy by US Bank National who is not the mortgagee and who should not have been servicing the account. see attached US Bank sends me correspondence with an account number on it that is different than the original one. I have requested that Universal Property remove the force placed policy. see attached They refer me back to US Bank Per US Bank, the account is " closed '' see attached.
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: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had a XXXX account with a US bank that I closed. I have not been able to use XXXX with any of my new banks due to this XXXX account not being properly closed. I call XXXX and US Bank, and they each blame each other with no resolution or conference call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My XXXXXXXX XXXX XXXXXXXX XXXX XXXX card expired in XX/XX/21. I called the customer service line several times a day for a replacement card over the next week and waited on hold, with no answer for 30 minutes or more. I finally gave up and tried to close the account. Again I had to call customer service with no answer. Ive stopped using the XXXX account and switched to XXXX. Now the IRS has deposited money in the XXXX account and I cant access it. Ive been on hold several times with customer service throughout the day for 30 minutes or more and NO ANSWER!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97132
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A