Date Received: 2022-05-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My bill was due on XX/XX/XXXX. I paid 1 day late ( XX/XX/XXXX ). I was charged a late fee of {$39.00} on XX/XX/XXXX. This put me over my credit limit by {$1.00}. I was then charged an overlimit fee of {$39.00}. I think that the law is that they can not charge an overlimit fee that is greater than the amount that is overlimit ( in this case {$1.00} ). This identical issue happened on XX/XX/XXXX. This time the overlimit amount was about {$8.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was a joint/equal account owner for the lifetime of a bank accounts with my business partner XXXX XXXX at US Bank XXXX Statements are attached. On the XX/XX/XXXX the statement showed a balance of {>= $1,000,000}. On XXXX XXXX the statements showed a Branch Account Transfer to another account within US Bank for {$700000.00} without my knowledge. I checked the account balance on each accounts on XX/XX/XXXX. The one ending in XXXX showed {$140000.00} & the other account ending in XXXX showed {$97000.00} which equals {$230000.00}. When I discovered this I went to the US Bank XXXX XXXX XXXX XXXX, MO XXXX branch on XX/XX/XXXX to withdraw the balance. XXXX was/is a manager whom I had a personal relationship with because I saw her almost every day. She asked me personal questions like " why was I withdrawing '' & " what was I doing ''? She issued me a cashiers check for {$230000.00} and then pulled it back & said there was fraud on the account & said she wanted to call XXXX. So I went to Commerce bank & deposited XXXX checks totaling {$230000.00} ( attached ) .They ended up bouncing because it was very apparent XXXX did indeed call XXXX to inform him of my withdrawl. A statement show he went the SAME day XX/XX/XXXX & transferred {$130000.00} & {$96000.00} totaling {$230000.00}. There CAN NOT be FRAUD on an account with my name. One account holder can not be accused of fraud by the other account holder. I was NOT listed as fraud & therefore should have been no hold on the account. It makes no sense why XXXX was able to move money without my permission, but when I tried to move money as an EQUAL owner, the bank called XXXX. The money in the accounts were supposed to be my retirement. XXXX had no right to do what she did! My husband was there at the time as a witness. XXXX has since passed away last XXXX. On XX/XX/XXXX my husband & I had a meeting with the Branch Manager XXXX XXXX ( XXXX ) XXXX & explained the problem. He seemed very confused with no answers, but said he would get back right away. XX/XX/XXXX I left a voice mail & emailed & XX/XX/XXXX & again on XX/XX/XXXX with no response. ( also attached ) XXXX finally called me XX/XX/XXXX & said there were no records of the transaction & that XXXX didn't remember the transaction of me trying to get the cashiers check on XX/XX/XXXX or about the fraud situation. I told XXXX I didn't believe the bank wouldn't keep a record of a cashiers check for that amount of money. He said he was sorry & that was all he could do - nothing - especially NOT being able to provide me with a copy of the cashiers check. He transfer me to customer service which was no help at all. I asked for his manager- XXXX XXXX ( XXXX ) XXXX & left him a vm on XX/XX/XXXX & he never called back. I feel as if I was being avoided. This whole situation is poor customer service & I deserve to have my money back! It makes NO sense one person on a joint account can move money without my permission, however when I as a joint account holder try to move money US Bank said fraud on accounts. I believe XXXX had no business calling XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was the victim of a part time job scam. The company promised me payment of {$300.00} / week for having advertising decals put on my car, and sent me a check that included funds for the first week and {$3000.00} to pay the person that was putting the decals on the car. I transferred the funds as soon as the check cleared the bank. Then the company told me that the person coming to place the decals was in an accident and that they were setting up someone else to receive the funds. They then sent me an additional check for {$3000.00} that check cleared U.S Bank ( where I've banked for 20 year ) or so I thought. I transferred the funds to the next person and as soon as I did that, my account was locked. The message I received was on my mobile banking app was that I couldn't get into my account because of a problem on U.S. Bank 's end. I didn't find out until later that day that my account was locked due to fraudulent activity. I left a message on the e-fraud officer 's line and never received a call back. The check cleared on XX/XX/2022 and I reported the fraud at XXXX that evening after I found out why my account was locked. I NEVER received any notice from U.S. Bank that there was an issue on my end or that the check had bounced. After not hearing back from the e-fraud representative I called U.S Bank fraud line again on XX/XX/XXXX, in the morning. I reported the whole issue to someone at U.S. Bank who said they would do an investigation and that a branch manager was the only one that could reopen my account. On XX/XX/XXXX in the afternoon I called the branch manager who said that he couldn't reopen my account until we had funds to put in as the transfers and bounced check left us with a - {$800.00} balance. On Thursday afternoon XX/XX/XXXX, I called the fraud line again to see how the investigation was progressing, I spoke with someone in the e-fraud and fraud departments who said that my account was being closed, and our mortgage payment, which had been issued on XX/XX/XXXX had been sent back, resulting in the overage being paid back and insufficient funds AND a {$100.00} late fee for paying our mortgage. The U.S. Bank fraud representative told me that I was the one who had committed fraud and therefore, I was not eligible for an account with them. I was also told that they would not be doing an investigation into the scam or into the XXXX accounts of the unknown people that I made payments to. There was no attempt to gather the documented information that I had and essentially U.S. Bank refused to help at all. So, now we are out the {$2500.00} that we transferred to the scammers AND we are out bounced check fees and another couple of hundred for returned payment fees on bills that we had scheduled to be paid. AND we have to wait another 4-10 business days to get the remainder of the returned mortgage payment to try and open a new checking account somewhere else. We will NEVER use any U.S Bank account or product again as I feel like they have been complicit with the scammers in taking advantage of an already horrible situation and charging us added fees AND making us out to the be the ones guilty of fraud. I hope that no one ever has to experience a situation like this and that people pull their accounts from U.S. Bank and invest somewhere else.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53590
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: US Bank is abusing my checking account and wrongfully withdrew {$490.00} from my checking account. I reached out to US Bank in XX/XX/XXXX in regards to a transaction in which the merchant promised me a refund in the amount of {$490.00} in the event that I did not pass the exams. This purchase was made in XX/XX/XXXX. I reached out to the merchant numerous times with no success. When I was on the phone with US Bank in XX/XX/XXXX, they agreed to issue me a provisional credit and the only request was to send back a faxed form confirming the purchase. There were no mention of anything else. Again, nothing else. Then on XX/XX/XXXX, I received a letter in the mail stating that " you were to notify us no later than 60 days after the transmittal of the statement in which the disputed item appeared and the 60 day period has passed ''. On XX/XX/XXXX, XXXX US Bank withdrew {$490.00} from my bank account without authorization or without telling me in writing or on the telephone while creating the dispute in the first place that my window of provisional credit or refund has passed. Therefore, due to their own error, again they wrongfully took {$490.00} out of my checking account and they need to replace it immediately as this is fraud on the bank behalf for " bait and switch '' as it is their responsibility to notify the consumer in advance that such deadline has passed and they did not mention anything in writing or on the telephone when the dispute was filed. They just randomly took {$490.00} out of my bank account when I followed their instructions and faxed the form back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, and XX/XX/XXXX, I initiated 2 disputes with US Bank for services with XXXX XXXX XXXX XXXX and XXXX XXXX, respectively. The dispute of the rental car company charge was due to poor service, while the XXXX XXXX dispute was due to the airline 's failure to fulfill its advertised refund promise due to Covid. On both occasions, US Bank used up the full month processing time, only to choose not to pursue my disputes any further and instead send me correspondence stating that they choose to stay out of my dispute with the merchants named above. Given that I had already exhausted all attempts of connecting with these merchants, I thought the bank would fulfill its obligation to support me as a customer, but they had no interest in facilitating any discussions with the merchants on my behalf. On the other end, when US Bank had questions on a credit card payment I made ( money I paid the bank on my account ), they simply suspended my account without any notice whatsoever. I was left trying to use my card for several days, wondering why it kept getting declined. It took me multiple phone calls and hour long hold times to finally learn that the bank had suspended my credit card, simply because they could not verify the bank account I had used to pay my credit card bill. Yet, they had failed to call, or send a letter, text message, or email, to notify me about the suspension. I submitted my complaints to the bank, and have since closed all of my accounts, but I wanted to escalate my complaint by submitting it to the CFPB as well. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55417
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a checking account deposit with a personal check from my father in the amount of {$6000.00} on XX/XX/2022 to my US bank checking account. I made this deposit Via ATM after XXXX as I was working and could not complete the deposit earlier. Due to the deposit amount I was not able to complete this transaction via the mobile app. I assumed there would be a hold on the funds due to the time and amount of deposit which is reasonable, however there was an additional hold placed for several days. I received a letter from the bank dated XX/XX/2022 that stated we have placed an additional hold on funds deposited because " we have information that leads us to believe this check will not be paid ''. It was a check from my father 's credit union!? And what information do you have that would lead tou to believe the funds would not be paid. Of course no such information could be provided. My depsoit has been held for an additional week. I incurred multiple late charges and overdraft fees due to the very unnecessary extended hold. I have been unable to pay my mortgage or utilities due to this. Unbelievable! My father provided me a snapshot from his bank account proving the check cleared his account on XX/XX/2022. I contacted both the XXXX customer service department AND my local branch and was told there was nothing they could do. The local branch stated they could try to contact my father 's bank to verify funds but that majority of banks no longer do this for Privacy purposes. I understand that hold policies are in place to protect the bank and Consumer but to extend a hold based on a claim that they have " Information that lead them to believe the check would not clear '' when no such information could be provided is unethical, predatory and very dishonest! The letter I received also stated that they would reimburse me any fees incurred as a result of the extended hold. We shall see. I'm not hopeful at all. I have been banking with US Bank for over a decade but I am absolutely disgusted and disappointed with their so called policies. As soon as I am able I will be banking with another more honest and ethical institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80915
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: We purchase this Prepaid XXXX debit card on XX/XX/XXXX and other in preparation for a trip we were taking to XXXX XXXX in XXXX. The purchase amount on all cards was {$100.00}. Soon after purchasing the cards I always register the cards in my name and document the card ID that is given to me for the specific card. We took all the cards on our trip but when we were there we tried to use them and found out that all of them had been scammed. Some of the cards were used and 2 different locations and the total {$100.00} gone. The card in this complaint I was unable to use and when I called on it I found out that the name had been change out of my name and into some one else 's and Prepaid XXXX wouldn't tell me who. Most of the agents I talked were very hard to understand because their English was terrible and if you ask to speak with some one you can understand they get very offended they say they speaka English very well but they refuse or don't have anyone available who English is their primary language. So anyway, when I told them that was wrong and that I had the card ( card # XXXX XXXX XXXX XXXX, card ID XXXX ), original packaging and receipt they told me to get copies of all that information and a copy of my driver 's license and sent it to them. I was unable to do that until we got back from our tip. Once back I call to verify that what had been told to me about some one else 's name was on the card now they say that was true. They were very helpful in the beginning. So I copied/printed all the information they requested and mailed it to them and waited, that was XX/XX/XXXX. I called back often but they kept saying they never got it. One person said they got it but it was unclear when I pressured them to find out what was unclear they changed their story to they just never received it. So trying to be understanding I mailed in all the information again, that was XX/XX/XXXX. Again I called to check on the status but got no where. All this time I kept trying to get a supervisor to try an actually get some help. On XX/XX/XXXX I reached a XXXX who said he was a supervisor and he seemed to be wanting to help. He said he was escalating this issue and gave me a ticket # XXXX and for me to give it a little more time and the issue would be resolved. I waited but nothing happened. So on XX/XX/XXXX I called but was told that there was no such ticket number and they had never gotten any of my information. I was told to fax the information but I don't have a fax machine and in my little town they are not easy to come by. So on XX/XX/XXXX I was able to find a fax machine I could use and I enlarged all the documents by scanning them into my computer and then printing them off XXXX. I wanted to make sure that if they were faxed they would be big enough for any one to see. Also by faxing them I would get proof that the documents had been sent with a fax report. I called today XX/XX/XXXX to verify that they got the documents. They said they got them but couldn't read them. I asked to speak to a supervisor about this but the agent refused. I have had enough! I am tired of them playing this game and refusing to help. In the last year we have had to dispute numerous cards that have been hacked and misused for {$700.00} or more. I was told during one conversation that this had been happening to a lot of people. For example, a bunch of our cards were used at a XXXX XXXX XXXX in XXXX, IL for a small amount then 2 days later the rest of the card was used at a XXXX in XXXX, NV all the while we were in XXXX, FL. Those cards for some reason when we disputed them Prepaid XXXX issued us new cards with the full amount taken on them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 826XX
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My account had unauthorized transaction s twice, the first was taken care of. Now USbank card holder service, XXXX XXXX XXXX, XXXX, FL. XXXX, # XXXX. Will not let me get my money out of their bank. I've sent all the required documents verifying myself, yet they keep giving me the run-around by having me repeat the process over and over. Hanging up on me and blatantly lying about my account, my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2022-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Me and my partner had accepted an offer a person buying our house on XX/XX/XXXX or placed it under contract. During. The process my partner sent the title company and our realtor my wrong email and phone number which was the beginning of the problems. I got my info corrected but when I was in the process I was constantly left out of communication. On XX/XX/XXXX we went to sign closing documents even though the closing date was the XXXX which I enquired about and I was told it was normal. The XXXX documents I saw after the closing date where we signed paper work had been altered. I had requested my name to be put in as the seller of the house when my name was listed as an andendum section. I did not want to sign the documents but somehow still got the Check in the end. It may seem weird that Im reporting when I got a check but something here is off. I had to turn on my location services for docusign but then when I looked at the reporting it said my phone never had location services on but my partners did, which was a change from previously. The dates did not match on docusign they said he had signed a month earlier basically. So the big problem is all the changes I requested in Person when signing were not reflected on the docusign disclosures I received after the fact and did not sign. But still got paid???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66061
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XXXX I called the cardmember services for the XXXX XXXX XXXX XXXX XXXX having just received in the mail the lasted statement. On the statement was a late fee of XXXX. I had made a recent payment of XXXX which is on the same statement. Previously, I had received on XXXX or XXXX XXXX. A payment late notice. Yes I had forgotten to make the payment due on XXXX. So, I immediately upon the notice phoned in the XXXX payment. Oddly it did not post until the XXXX. So, here we have a bank company that charges a late fee moments after the due date without any other consideration. I am remarkably unhappy about this and want a refund of the XXXX fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27529
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A