Date Received: 2024-01-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Prior to opening this account I had asked many agents if I would qualify for this bonus and if there were any accounts open in the past that would prevent the bonus from being applied. Everyone advised me that I was eligible. Then after the account was opened many managers and reps started to say that my direct deposit did not qualify and that the account would not recieve the bonus. After attempting to escalate this concern to the highest level I did not get a resolution. An manager agreed to review the calls to validate my concerns but never got back to me with the resolution and had mentioned that she would request to have my bonus applied to the account. Then there was some back office team that tried to change the story and said the actual reason I did not get the bonus was because of some previous account that was opened within the time period that would not qualify for the bonus. This was never mentioned to me before during and after the account was open. The bonus was {$400.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Unauthorized inquiry made on XX/XX/2023.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I do not even know where to begin here. I am absolutely angry at US Bank and extremely angry with the CFPB. I have been filing complaint after complaint with you about the many ways in which US Bank has done me wrong over the last years and everytime you have allowed US Bank to get away with their deceptive and scandalous practices. Then I get a letter from you saying, ohh US Bank said they didn't do anything wrong, so we are going to step aside and do nothing here. Just a few days ago I am reading an article and I could not believe what I saw here. Here is an article from Consumer Affairs, and you can read the article right here at XXXX XXXX XXXX In this consumer affairs article it highlights that he CFPB has ordered U.S. Bank to pay nearly {$21.00} XXXX for keeping out-of-work consumers from accessing unemployment benefits {$5.00} XXXX of that going directly to consumers harmed by its actions. Separately, the Office of the Comptroller of the Currency ( OCC ) fined United States Bank {$15.00} XXXX. The CFPB and OCC coordinated during their investigations into U.S. Banks illegal conduct. Can you possibly explain to me why over the last few years when I have made complaints with you about precisely these deceptive practices by US Bank and other bad habits they have had, you have done nothing for me!!?? Why is it that you did not help me with these problems and did not fault US Bank, yet here is an article saying the CFPB ordered US Bank to make payments to people just like me who were harmed by US Bank. You did not help me, you never even told me anything about this fine or order you issued to US Bank, and I most certainly have not seen XXXXXXXX XXXX XXXXt that US Bank has owed me legitimately nor any other additional money they should be made to reimburse me for. WHY?? That is all I can say to you is WHY?? Pick any one of the many complaints I have filed against that bank and order them to make the payments to me I have been seeking for years now. This complaint is equally about you, the CFPB, who have sat idly by over and over as well. " The CFPB says that in evaluating what each person is supposed to receive, U.S. Bank will calculate the lump sum Consequential Harm payment, [ as well as ] evaluate affected consumers for additional or supplemental redress compensation due to evidence of financial harm exceeding consequential harm-related payments. Where is my payment? I qualify in every way and no one ever informed me of this. US Bank kept me from my accounts. They stopped me from accessing my account, the funds in the account, causing me to lose my home and have to live on the streets while being stranded in an entirely different state than I lived in for over a year. The took all access I had from my accounts and made it impossible to get any records or new information. They seized my dead wifes account funds as well for no reason what so ever. I am a victim of all these things. I am furious right now. I am not even asking at this point, I am absolutely DEMANDING that you see to it that I get everything I have been fighting with them about and more for all the years of problems they have caused me. HOW DARE YOU PEOPLE treat my issues so casually and then not even notify me about any of this. I have no more words for the level of outrage present for the both of you right now. Is this how America " succeeds? '' On the backs of people like me and you think it is all just a game!? I am not playing here and I fully expect you to expedite me all my requested funds from US Bank and more. I mean yesterday already. The next contact anyone from US Bank or the CFPB makes with me better include a large check and an even larger apology. Thank you and good day!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: To whom it may concern, Im writing to dispute the following review on the improper use of my credit reports. In accordance with the Fair Credit Reporting Act, this creditor has violated my rights. Under 15USC1681 section 602 states I have the right to privacy 15USC 1681 Section 604A Section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15USC166B. A creditor must not treat a payment on an account under a credit account under an open and consumer credit plan as late for any purpose. Please see the following accounts outlined below all reports on XXXX, XXXX and XXXX. : XXXX XXXX XXXX XXXX : XXXX & XXXX of XXXX. XX/XX/XXXX Late payments reviewed on my credit report. US bank : XX/XX/XXXX late payment reviewed, XXXX, XXXX and XX/XX/XXXX Late payment reviewed on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Recently I found out my bank account was WAY in the negative, in that instance I went down to the bank to speak to them about HOW THIS COULD BE POSSIBLE ? She looked up my account and kind of snickered when saying," you made many purchases and transfers and forgot huh?" She says shes going to print me a copy of the recent transactions so I could "be reminded". In an sarcastic tone she asks if I make transfers to my XXXX from that account? I said yes of course. She says why did you continue if there wasnt money to cover it? I told her XXXX will not let you add to your XXXX account if the funds are not available in the US bank account. It would say " insufficient funds we are unable to complete transaction" so naturally, one would assume everything is normal. She told me on XXXX XXXX I "opted in to overdraft coverage" . Quickly I cut her off and told her I absolutely had not!!! Matter of fact when I opened the account with them, going over all of the details I EXPRESSED INDEFINITELY that I DID NOT want coverage for overdraft protection, so much was stressed on that SPECIFICALLY that the agent would absolutely remember that if she were to ask him. He no longer works for them, she said. I explained to her I never have, never will nor do I even BELIEVE IN having overdraft protection, I was raised that if you dont have the cash to pay for it, you dont need to borrow or get credit for it, basically you dont need it!! I told her I was guilty as many do on occasion, of clicking XXXX a few times to get through the popups in the app but surely it couldnt have been so easy to accidentally add a feature or extra service?! Matter of fact WHY DIDNT I GET A TEXT telling me a "change was made to my account" ? She checked my phone settings, my app settings, and her system on both ends and had a puzzled look on her face while saying," It says you receive text messages updates...hmm I dont know." I wanted to know what other changes had been made to my account in the past year that I didnt know about, she couldnt seem to answer that question. She asked me why dont I check my app and bank account everyday and I told her I wasnt aware that I HAD TO, let alone did I know anyone that did EVERYDAY. At that point they were getting ready to close, I started losing my composure and tears started running down my face which seemed to annoy her even more. I told her when I went to my mailbox and seen my unemployment check inside, I at that point questioned the funds that were being used on my transactions, ( a few days prior I had spoke to XXXX about my new address and changing to direct deposit, in which I assumed since it had taken so long to receive, had been returned and funds were no longer being sent via paper check as I had requested). Her coworker came over and whispered to her ," Make a note to talk to the manager about this situation tomorrow and have him call her at least, just help her out... and follow up with the manager..." Reluctantly she did. Next day the manager calls me and after no more than 2-3 min of me explaining, he told me there was nothing they could do at the branch, he said I needed to call customer service and proceeded to give me what i later found out to be the XXXX XXXXXXXX XXXX !!! When the lady in that department apologized and didnt know why he would give me that number (because she actually listened to entire recap) she gave me customer services correct number. They told me I needed to speak with the XXXX XXXX department, gave me the number and transferred my call. Too many callers and to save my place in line and they would call me back at my phone number. XXXX The lady that called me back was saying the same thing, that i opted in and she cant do anything and it looked like the lady at the bank opted out for me that prior evening, so there wont be any more overdraft fees from then going forward. Also that I am allowed to dispute only 1 overdraft service fee PER MONTH!!! At that point I asked to speak to a manager/her supervisor and waited for her to finish another phone call, approx 15 min. At first she was very pleasant and understood my issue. I told her that i didnt believe the lady from the bank, signing up for new services is usually a hassle and a bit more than a few pages of signing an agreement of some sort to which cant possibly be done just by a pop up that I closed when using the app ... She then said she was going to try to go thru the process on the app herself to see how easy (or hard) it was to "opt in". She reassured me that yes, in fact, it was more than just 1 page to fill out and all info had to be entered as if you were a new customer...etc. and that there was no way I could have accidentally opted in to overdraft protection by x-ing out of some simple pop ups, and that it was very clear throughout app that you were signing up for added services. Her whole demeanor at that point changed towards me. She became very short and with an accusatory tone treated me like a XXXX!! As I thought she and I were closer to being on the same page as far as a process of elimination on how this could have happened, she told me that basically there was nothing more to be said and that I had until XXXX XXXX XXXX XXXXto pay them back" the amount that was in the negative to "repay" what was covered by them with the "overdraft protection" I had NEVER ASKED FOR nor was EVER TOLD ABOUT that ANY RECENT CHANGES even occurred on my account. I sort of snapped at her and said that I have never heard of any bank or even credit union that would even offer THAT MUCH OVERDRAFT coverage; maybe something around $XXXX if that, but c'mon almost $XXXX And not a call, text of a warning (until I brought it to their attention) about being in the negative, for half a month?! Including several overdraft service charge fees that they told me ONLY 1 PER MONTH CAN BE disputed but I HAVE UNTIL XXXX to do XXXX! I WAS IN SHOCK that this is how they treat customers. That was the extent of her help to figure out where and what went wrong??? XXXX. I said they needed to escalate this to higher personnel because I didnt feel she was going to help me look into this any further and with the feeling she implied I WAS TRYING to get over on the bank, I asked to speak to her boss, and she replied "she was the boss"!! At that point of frustration, the only thing I could think of was telling her I was going to see them in court because they cant possibly do this to people and get away with it. Now im in shambles because of the XXXX bills, rent, and after being a victim of XXXX XXXX a few years ago, I am finally getting back to a decent credit score that I have been working so hard on repairing.... and now this? I feel that my hands are tied and I am running out of time to figure out another possible solution and/or how to hold them responsible for what has happened? I have barely any savings left to pay my full rent and I am lucky to have an understanding, patient landlord as the month is already over but this is completely overwhelming to even focus on what to do on a day to day basis. PLEASE advise me on this matter AS SOON AS POSSIBLE. Thank you for your time and consideration. --------------------------------------- attempt to solve with bank Pt.2 To Whom It May Concern: Yesterday I made another attempt to figure out my US Bank account issues, similar to a couple weeks ago. This time I tried a different approach: I called to dispute a reoccuring charge from a merchant- okay no problems there, solved almost instantly. When she asked if there were anything else I needed to resolve I quickly told her yes and proceeded to ask if she could explain what the "overdraft fee" and "overdraft fee forgiven" items that were listed in early XXXX meant? I told her I have NEVER seen the word "overdraft" anything and figured it must be some sort of mistake and perhaps that is why "...fee forgiven" was the very next transaction?? She said oh ok well, if it were a merchant charge, she could help me. But because it was the bank that posted it, she would transfer me to that department. Just like before after telling them Id like them to look further into the understanding of who, what, where and why's, they couldnt waive any overdraft fees. I told them to escalate it to the supervisors supervisor and was put on hold. She came back to the call aside her supervisor and continued to tell me they were working on making adjustments to the account in order to "remove overdrafts". She truly seemed to understand me as well as her supervisor, and for a little over an hour I remained on a "silent hold" (standby). They seemed to be optomistic in helping me resolve the issue and were very apologetic at this time. Eventually out of nowhere, THE CALL DROPS. XXXX. So I call back and after a short verification ask if it were possible to find out who I had just been talking to with the supervisor right beside her and she told me she might or at least find noted info since it had been escalated to manager attention. She transfered me to XXXX in which wasnt who I was previously speaking to but was the one who pushed and searched and tried and really put in the effort for the next hour and a half. While she waited for manager response, she really listened to me and to the best of her ability cross referenced, checked prior notes, looked into history, log-ins, etc. The managers XXXX response was that XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I told her her manager was just feeding her XXXX to satisfy the call but I asked her to think for herself if that made any sense based off of what even she knows about XXXX personally. After a minute passed she continued to talk with her boss via messaging, and all I could hear was XXXX typing very fast, as if to argue the matter on my behalf! I said that makes no sense because XXXX has never had a problem in the past saying NO to me when trying to add funds from my linked US Bank account, even when I asked for XXXX more than was available in my checking, they would immidiately tell me "insufficient funds bank institution declined". Why all of a sudden, sometime in early XXXX, did that randomly change without warning?? She continued the back and forth with her boss and I suppose when all responses had been countered, her boss told her to transfer the call to her and she would handle it. I sincerely thanked her and agreed to do the survey regarding her quality of customer service (only after making it clear that it has to do with how good she was NOT usbank!) Oh no, she just said she was transfering the call to who???!!! Turns out its the same manager XXXX I spoke to last time, which only made the conversation more bias and her attitude arrival in mere seconds into the discussion. Again she talked over me continuously throughout the duration of our call. I simply wanted her to own up to her management responsibilities and find out just WHO she could refer me to that had authorization to make decisions and changes necessary to satisfy customers requests on their accounts?? I still got the same answer from her as last time. Scripting from her default employee manual reference guide: " I am sorry XXXX XXXX there is nothing more I can do for you, and at this time if you fail to bring your account out of a negative balance by XXXX XXXX, we will close your account without any further discussion and it will go against you as a charge off". I dont know what or who to contact at this point that can dilligently help me solve my account issues. CEO? Chairman? Do I need to find a lawyer? File a police report? Contact CFPB? Write to AG XXXX XXXX XXXX I just cant stand customers getting bullied by financial institutions that are not being accountable for misleading, misuse, unethical practices, just to turn it around on the customer as if they are at fault. Taking advantage of customers that CHOSE THEM as the bank they wanted to protect their money and assets, giving a too-soon-to-pay-off deadline FOR CUSTOMER to pay for funds THEY FRAUDULENTLY manipulated before closing the account, doesnt even mathmatically, let alone ethically nor even morally serve as a posibility. In her passive yet sarcastic tone, the fact that there wasnt any route to take to try to solve my problem, no one else to contact, it was clear she was not going to admit that the BANK VIOLATED our agreement, the terms and conditions of A SIGNED CONTRACT when I opened the account having set the perameters of said account were CHANGED WITHOUT MY CONSENT is unlawfully astounding to me. How can they get away with such intentional criminal conduct when they are the "parent company of U.S. Bank National Association, the fifth-largest commercial bank in the United States having nearly XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you for your time, once again, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX logging into online access I found that all of my security alerts and account changes via text notifications had been COMPLETELY TURNED OFF. When I set up the account I set all of my settings to my liking and never had a problem receiving texts as my alerts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I went into the US Bank branch in downtown XXXX XXXX on XXXX XXXX and inquired about opening a checking account since when I looked online they seem to have good customer service. After going through the whole process with one of the people at the branch opening account, they never got the login to work on the app or online but they said it will be fine and then just try to call later. When they asked how I would like to fund the account I said I do not have cash with me but I do have the money orders that I was planning to deposit into my other account with XXXX XXXX. She said money orders are no problem. You can use them to deposit with us and it'll be available tomorrow. After I deposited them and then contacted the customer service to get help with the login. I was contacted back later by some supposed fraud department. The person was extremely rude and accusatory and basically asked about two or three questions and then you said you know what we're just going to close your account then. Twitch I said that's pretty unreasonable but okay I can go back to the branch and then get the money orders since I have not had Any access to the account nor login and only had a temporary debit card that was not working either. I was refused that solution and told both in the branch to just contact the fraud department and the fraud department person said no. There's nothing you can do. We're going to just mail you a check for the amount. The check has never been sent. I have since moved from that property and it's been at least since XXXX of last year and the check is still not been sent and no follow-up via email phone or physical mail at all. I basically had given up any hope of trying to get my money back from them and kind of just forgot about it until somebody mentioned to try to file a complaint with you guys or another entity to get a response from the bank. So I'm hoping this will help get them to actually do what is right and just simply send me the funds that have been held hostage for nearly a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94404
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
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: Someone was charging my account in a different state which is the story XXXX told me I didnt even realize I had an open account with them since I had canceled services with them years ago due to the horrible service at my address. My card was charged for a few devices ( Phones ) and close to 2 years monthly for services not rendered to me. At first, my credit card company with U.S. Bank was helping me and reversed the charges of over XXXX XXXX which has caused me much grief and aggravation. I have enclosed a police statement and an email from XXXX stating that I was relieved from the charges. I also would like to get compensation for all the additional interest charges acquired. I thought credit card companies were supposed to help their customer with these types of matters. I also did not have a XXXX account opened at that time and had another cell phone carrier for my services and had proof of this but XXXX and U.S. Bank didnt care about this if they did they would have refunded me a long time ago instead I have a collection on my credit that I have to dispute as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: US Bank did not honor cash back offers. To encourage customers to use their credit card they offer additional cash back at various merchants. On three occassions I activated and completed the deal but recieved only parital cash back or nothing at all. For example 10 % cash back up to {$120.00} was offered at XXXX ; I spent {$130.00} but US Bank only gave me cash back on {$30.00} of it. I would have spent much less if I'd known they were going to do that. Two other deals I got nothing back. Since they were for food, there was no way to undo the purchase. US Bank has no way to dispute not receiving a cash back deal, you are just out of luck. Customer Service says they have no control over it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: late XX/XX/XXXX i requested money be moved from my ira to my checking account i called the bank and they said to scan the request in i did so but i did not here anything i called the bank in early XX/XX/XXXX and the bank said they do not take scans the request and to be made by fax or in person i faxed the request on XX/XX/XXXX i did not here any thing so i called in late XX/XX/XXXX the bank said they had received the fax and it would be 6 to 10 weeks i told them i needed the transfer in XXXX for tax purposes the bank said they could back date the transfer if necessary on XX/XX/XXXX i called to check when i was going to get the money the bank on XXXX said the transfer was denied because my birthdate was not on the fax this not true my birthday was on form i faxed and that i would have to start all over i now have a tax problem for my XXXX return and i can not get money XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: 1- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX , PA.XXXX ( XXXX ) sent my letters to connect {$10000.00} 2- XXXX calls me twice per week phone # XXXX XXXX time XXXX XXXXXXXX and XXXX time XXXX XXXX XXXXXXXX I want to stop calls and send letters because I am XXXX XXXX XXXX and have no income, receive money from Social Security only
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A