Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When attempting to log into my account online which was set up when I bought my home 7 years ago the website said my information that I input did not match their accounts. When I called about it I found out that my birthday is incorrect on my account due to this mistake they are unable to verify my identity and refuse to help me. I asked to speak to a manager and was refused to escalate it multiple times. I was sent to multiple other people. The only thing that was done was a ticket put in to change my birthday and I was told to send in a picture of my ID and/or birth certificate. I spent over 90 minutes on the phone to rectify the issue with no resolution. I asked how this mistake could have happened, I was told they had no idea how it could have happened and did not see anywhere when it was updated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48507
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I deposited a payroll check for XXXX. The bank made XXXX immediately available. Once I spent the XXXX, the bank decided to place a 10 day hold on the entirety on the XXXX XXXX check and took back the XXXX available. This caused my account to go into the negative XXXX, which they are now charging over draft fees. My account is over the required 30 days, never been in overdraft and account in good standing. This practice is to generate overdraft fees for accounts that are in good standing and risk adverse. Plus a 10 hold for a government check, where funds should be made available the next business day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On the XXXX of XX/XX/2021, a Fraudulent transaction of XXXX {$43.00} on my US Bank Credit Card XXXX XXXX XXXX XXXX, was made. I did not know about this transaction, but US Bank started charging me a Late Fee and Interest. I had contacted them in XX/XX/2021 when I got to know there was a balance left on my card and explained to the US Bank that this was a fraud transaction. US Bank has agreed this is a Fraud transaction, and they have removed the late fee, interest, and balance on this card. But, by this time, it negatively affected my credit report as they considered these transactions as of late payments. US Bank suggested I dispute this with the credit bureaus. I have done as they told me, and now US Bank did not clarify the bureaus about these fraud transactions, and they have closed my account without even informing me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87121
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for a US Bank Credit card because they had an introductory offer of 50,000 points ( {$500.00} ) if you spend {$1500.00} in the first 120 days. I applied and got the card- but they only gave me a {$500.00} dollar credit limit so I can't take advantage of the offer! I have a XXXX Credit score, I make close to $ 100k / year and have had the same job for the last 10 years. I own my house and have basically {$0.00} debt. I also just closed $ 20k worth of credit lines, so the idea that they can't see fit to extend me a bigger line than {$500.00} seems ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27217
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I was arrested and took to XXXX XXXX jail on XXXX XXXX XXXX ; I was released.upon arrival home my house has been broken into and someone stole my identy using all my information.i made a police report. I went to my bank us bank wich had 6000 dollars in checking and 6000 dollars in savings accounts that I had and I banked with us bank for 8 years and never had a overdraft or bad check bounce or a negative mark. So I went to withdrawal some money and my accounts had been over drafted wiped clean and shut down.i reported fraud with them and fought with them everyday.i did report them to the XXXX XXXX and they wrote me a check for 6000 dollars.at that time I had no knowledge that my XXXX daughter XXXX XXXX changed all my information on line ordered new cards and put her name on my account which she did not have permission and neither did the bank. All this happened well I was locked up in XXXX XXXX jail.the bank never seen me or talked to me for my consent.now XXXX was withdrawing a 1000 dollars at a time and the bank dint even think fraud was going on... Like I said I was in great standing and my credit score was XXXX. So I found this paper from the bank stating dear XXXX XXXX and XXXX XXXX to change the legal title on your account. How in the XXXX does this happen? When the bank never asked me, seen me, or talked to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered into a COVID-19 JOB LOSS forbearance program with US Bank , that began in XX/XX/XXXX. I did not make a mortgage payment in the months of XXXX, XXXX, XXXX, XXXX, XXXX, or XXXX. Over the six ( 6 ) month period I spoke several times with US Bank, via telephone regarding the terms of the forbearance program. I was advised to call US Bank in the fifth ( 5th ) month so US Bank could determine my options. In late XX/XX/XXXX I had a phone conversation with US Bank. I was offered a mortgage loan modification, as follows : Modification terms Unpaid principal balance : {$110000.00} Payment : {$860.00} Interest rate : 3.125 % Term : 360 Maturity date : XX/XX/XXXX First monthly mortgage payment due : XX/XX/XXXX XXXX payment was made : {$860.00}, with {$130.00} addl principal = {$1000.00} XXXX payment was made : {$860.00} XXXX US Bank refused to accept payment. No explanation was given, other than, I would have to reapply. XX/XX/XXXX payment of {$860.00} accepted, confirmation # XXXX I am still unable to make direct online mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I engaged USBank ( primary mortgage holder ) about getting a HELOC on my primary residence. They made the process very easy to do electronically. Whenever trying to access the money they put a limiit on how much is accessible ( only 5 % ). They claim I have to go to a local branch but there are no local branches. After the second time of being unable to access funds at time of need I told the rep I was going to move to another bank and they agreed that would be best and term fees could be waived. After a 20 min call on XX/XX/2022 at XXXX the CSR transferred me to a loan officer who said i have to go to a branch for a fee to be waived. I feel these practices of making things easily when in their favor but difficult in my favor are unethical.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
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: o Tickets purchased through XXXX on XX/XX/XXXX in the amount of {$260.00} for 3 tickets to see XXXX XXXX in Concert on XX/XX/XXXX at XXXX in XXXX XXXX XXXX Maryland XXXX Order # XXXX. o XXXX XX/XX/XXXX, received email from XXXX stating that the event that had been scheduled on XX/XX/XXXX then XX/XX/XXXX ; the event was rescheduled for XX/XX/XXXX. ( All due to Covid concerns ) o On XX/XX/XXXX, received an email in regard to event being cancelled that was scheduled for XX/XX/XXXX was cancelled. This email notified me that I would receive a refund of all charges within 30 days. Please note that this email was received 11 days after the event was to occur. o I waited for the refund of {$260.00} ; contacted XXXX XXXX late XXXX about refund. I was told by XXXX XXXX that I would be receiving a check in the mail. o I was emailed a few days later that the refund was sent to XXXX and was excepted by XXXX so XXXX said there was nothing else that XXXX could do about it. o XXXX was contacted and they had no transaction of the refund and that the account XXXX was closed. This account was closed by me sometime in early XXXX I believe because it was too easy to get into debt with the convenience of XXXX. o The XXXX was closed, there was no record of receiving the refund from XXXX, but I was told that the refund probably transferred to XXXX XXXX XXXX and they would issue refund ; more phone calls, more run arounds, and no resolution of money owed me. o I checked my Fidelity VISA transactions and noticed that I had a refund from XXXX dated XX/XX/XXXX. Great, this whole mess is finally resolved! o I again checked my Fidelity VISA transactions again. There was a transaction of a charge reversing my refund on XX/XX/XXXX, XXXX Who stole from me this time? XXXX, XXXX, XXXX XXXX XXXX, or Fidelity VISA? o XXXX of this, I want resolution on this in the form of a refund on the Fidelity VISA account immediately in the amount of initial transaction amount of {$260.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19966
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: My complaint is about a leased vehicle where my insurance company paid the bank approximately $ XXXX more than the value of the vehicle after it was declared a total loss. My wife and daughter were in a hit and run accident. My wife was the driver and was found to be at no-fault. The vehicle was a total loss. It was leased from US BANK in XXXX XXXX. XXXX XXXX settled and sent a check directly to US Bank for an amount that is more than the value of the vehicle when it was leased to us 13 months ago. The lease shows that the agreed upon value of the vehicle was {$50000.00} ( Gross Capital Cost ). However, I also have a statement from US Bank dated XX/XX/XXXX that states that if I were to purchase the vehicle, the pay off amount was {$45000.00} I had just renewed the registration in XX/XX/XXXX and within the 13 months prior I purchased a few after market products that were installed in the vehicle for approximately {$1700.00}. All of our add ons, except for one item ( worth {$53.00} ) were still intact despite the accident. Receipts for those purchases were sent to our insurance company. XXXX paid the bank {$54000.00}, which if based on the pay off amount on the XX/XX/XXXX statement is {$8200.00} more than what it was worth 13 months ago. My wife and I reached out to the bank about the overage to find out if they would send it ( or a partial amount ) to us but they said we are not getting any refund from the settlement check, and they claim that we are not entitled to any amount at all. We called the bank and the insurance company and they are pointing fingers at each other. The bank can not point out the provision on the lease contract that states they are the entitled to the surplus amount and we were told to contact our insurance company. XXXX said they were told by the bank to send them the full amount and at that point there was nothing they can do. I believe the bank and insurance company 's actions were unjust and unethical.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Well Im filing a complaint because otherwise you just ignore me I have called and left a message I sent a letter I really dont understand why youre giving me such poor customer service what exactly did I do thats so wrong I was a victim of a crime in the way you handled it issue closed my account for no apparent reason Ive spoken with customer service a couple times Ive spoken with two different people in the fraud department theyve all tried to reopen the account the fraud case was handled in properly I shouldve never had a late fee I shouldve never had anything go wrong they believe it was a computer generated decision why the account was closed if theyre wrong feel free to correct me when Ive spoken to him and Ive tried to get in touch with the office of the president but apparently you dont even take phone calls from your own colleagues I dont understand why as a victim of a crime youre punishing me by closing my account and hiding behind some fine print does it make it OK below is a copy of the letter that I sent to you in the mail a couple weeks ago but nobody has bothered to respond to me you clearly have copies of all the phone calls look at the last phone call I made listen to the customer service listen to the fraud department conversation youll see that Im telling the truth they tried to open the account they dont know why it was closed it should not of been I was a victim of a crime you dont punish your customers for that Im not even sure if its legal for you to punish me and close my account its not my fault that somebody committed a crime against me the bank is supposed to be there to help customers but all you did was give me a hard time not help and now you close the account and you wont acknowledge anybody I got home a few days ago from a trip overseas and there are 1 million letters here so Im reading through them all one of them says that youve increase my credit limit to {$5000.00} which is what I had before Im not quite sure why you reduced it to begin with and then I called and the first woman told me that my account was open and there was no issues with it so I asked why I couldnt see it online she put me on hold she comes back shes like Im gon na transfer you to the fraud department so she transferred me to the XXXXraud department Im on the phone with them for a good 3045 minutes she reviews everything and she specifically read the note that the initial fraud investigation was not handled properly and when they went back to look at it they fixed it and I wasnt liable for any of it after that she said it looks like the account was closed due to past due payments and then the woman I was speaking with started thinking about it and I said exactly if I wasn't liable for any of it to begin with if the case would've been handled properly to begin with no this would've happened there would've been no late payments or be no late fees should be nothing I would've had a good standing account and she said I totally agree with you she's like I'm a put you on hold I'm a see what I need to do to get the account re-opened she contacts her supervisor she contacts a couple different departments and she said finally that I need to get in touch with the office of president but they don't take phone calls which that parts not her fault but you can't help but wonder why you don't take phone calls from your own bank? I'd love to hear the answer to that well because she couldn't get a hold of the office of the president she suggested that I write a letter and she said that she was going to notice so I spoke to numerous people in your bank none of them understand why the account was closed and believe that the account should be reopened because I did nothing wrong there wouldn't be any late payments if the bank hadn't made a mistake to begin with I shouldn't be punish for your mistakes I shouldn't be punished for being a victim of fraud and that's exactly what you're doing you can hide behind your fine print but I didn't do anything wrong and there's absolutely no reason why you should've close my account I'm going to respectfully request that you re-open it there was one other thing she said that there was a cease and desist and she said that was preventing her or possibly preventing the account from being reopened OK I never send the letter asking you to stop communicating with me not once that I send that letter you look up the letter I sent I specifically said that I would prefer things in writing because you told me that this fraud investigation was supposed to be taken care of you didn't do it right so you can understand I have a bit of a trust issue with you at this point so remove the cease-and-desist from my account I don't know why it's there to begin with I just prefer to have everything in writing either be an email or a text message for a paper letter I mean you're welcome to call and tell me what's going on but eventually I want it in writing I definitely look forward to hearing your response and on top of getting my card reinstated and removing the cease-and-desist order I seriously would like to know why your fraud department is an allowed to contact the office of the president thank you so much for your time and hopefully help I look forward to hearing back from you have a safe day
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: 2022-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A