Date Received: 2022-02-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I put {$5000.00} on a secure card with US Bank to rebuild my credit. They know these cards are intended for that purpose. I pay off my card in full each month for 4 months. On the XXXX month, in XXXX 2021, I paid it off in full and they CLOSED the account. I called and asked them why and they said they did not recognize the bank account ( XXXX XXXX ). I mailed them my statement and they re-opened my account after a week. I asked them to update to the credit reporting agencies that my account was OPEN and they refused-telling me I had to do it. I have send documentation to XXXX XXXX and XXXX XXXX and still the report shows my account as closed, lowering my credit score. Both XXXX and US Bank are reporting false information and I want this rectified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Prepaidgiftbalance.com is a scam. For XXXX my elderly mother purchased over {$1600.00} worth of cards - XXXX cards total - from XXXX ( XXXX ) in XXXX, UT. When we went to use them EVERYONE had already been spend at a XXXX in California ( we all live in Utah ). The XXXX web site does not assist with this issue online. They make you call XXXX. It took almost an hour to reach the first customer rep who " cancels '' the cards ( which is pointless, they've all been fraudently used and have a XXXX dollar balance ) and then transferred me to a " senior Fraud Specialist '' - well that's a joke. I stayed on hold for almost XXXX hours. There is no way to get help. My brother in law held for over XXXX hours and did get someone on the phone. She said it would take at least 90 days to resolve and she would be sending paper work out to him to fill out. But when you look online there are THOUSANDS of people that were not able to get help. This is outright theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84109
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I have attempted to register as well as determined the balance of the card. When using both the website and calling automated as well as speak with XXXX about how the XXXX and XXXX code is not received no options for {$50.00} to be register or reviewed. XXXX at XXXX states she cant help me with the XXXX code provided on the back nor can anyone else. No where to have someone see the code is stated on the back side.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I have been trying to pull my mortgage out of forbearance since XXXX of XXXX. My account has been neglected and misrepresented several times. Agents have failed to do their jobs correctly and resolve this ongoing issue for around 7 months now. The issue is still unresolved. I need to remodify my loan and set up a payment plan. US Bank has failed to complete this task timely and it is costing me more and more money, which I obviously do not have a lot of... I have been threatened of foreclosure twice now, due to the neglegence. The stress and fear of losing my home because this is unresolved has caused me SEVERE XXXX and is completely unacceptable. I have done everything asked of me and yet US Bank has continued to fail to resolve this issue. On or around XX/XX/XXXX of XXXX, I spoke to an agent and she went over the covid plans with me. I ended up accepting the HAMP Reduced Income Covid-19 plan. With this plan, I was told my payment would be {$1300.00}. It lowered my rate to 3.125 %, extended my maturity date to XXXX/XXXX, and created a no interest second loan for the amount owed, that would be due upon maturity of the loan, sale of the home, or if I were to refinance. I received a letter dated XX/XX/XXXX, requesting me to submit some financial documentation, which I emailed to XXXX on XX/XX/XXXX. This documentation was submitted timely ( the letter stated XX/XX/XXXX ). Granted it was the last day, but was within the time limit I was given. I spoke to a representative that day to confirm receipt, and was told everything was fine. About a week or so went by and I received a letter in the mail dated XX/XX/XXXX. This letter informed me that I was dropped from the plan and my request for assistance was closed. I then called US Bank on or around XX/XX/XXXX to find out what this meant, and was told that my documentation was not processed timely by usbank, and therefore I was dropped from the plan. I was told this plan was no longer available and I had to chose a different one, which made my payment higher. I believe around {$1300.00} or something. Same terms as before. I can not find this in my notes at this time, but will keep looking. A few days later I received a letter dated XX/XX/XXXX, requesting financial documentation again, due by XX/XX/XXXX. I submit this documentation via email to XXXX on XX/XX/XXXX. After speaking with a representative, I was told I needed some additional info which I submit via email on XX/XX/XXXX and XX/XX/XXXX. I was told this was everything I needed to process the application. That it would go into underwriting and I would receive mail with further instructions. This never happened. In the meantime, I received a letter dated XX/XX/XXXX informing me I was on an active covid forbearance plan, that no action was needed from me, and someone would be reaching out to me soon to discuss my repayment options. ( This was confusing to me because I thought I was already in the process of getting a plan in place. ) I received several calls and spoke to representatives in the meantime. Each time I was asked to chose a plan, which I stated I already had. I asked for the status of it because I wanted to know when my 1st payment would be due and was told it was still in underwriting and they could not answer that at this time. I received a letter dated XX/XX/XXXX, indicating US Bank pulled my credit score. I received a letter dated XX/XX/XXXX, asking me for additional documentation due by XX/XX/XXXX, but nothing was listed to send.??? I called US Bank and was told to disregard the letter. I received another letter dated XX/XX/XXXX, again... asking me for additional documentation. This time due by XX/XX/XXXX. However, AGAIN, nothing was listed. I called and was told again to disregard. That my application was in underwriting, and I just needed to wait. I received a letter dated, XX/XX/XXXX, regarding Moratorium Release. On have no idea how this letter applied to my situation. It seemed informative, so I disregarded it. I received a letter dated, XX/XX/XXXX. This same letter was sent to me twice via first class mail as well as certified mail with a return receipt. This lovely letter informed me that I had 30 days ( by XX/XX/XXXX ) to pay my past due balance of {$33000.00} in full or my home would be foreclosed on. XXXX XXXX to me! I called us bank on XX/XX/XXXX to ask about these letters. I spoke to XXXXAgent ID XXXX, who told me to disregard the letter. She informed me her notes said, on XX/XX/XXXX, my account was in underwriting still, but has been assigned to a new underwriter. At some point after this, I spoke to a representative that told me this was not processed in a timely manner and the plan was ... surprise surprise... no longer available!!! I was forced to choose another plan. The payment was $ XXXX-something. I said, no this is too much for me! I asked if US Bank would honor the original amount/plan since this was not caused by anything I did wrong ... the representative said she would escalate it to a supervisor and call me back to let me know. She never called back. I believe I spoke to another representative at a later date, and had the same conversation, again... no call back. I received 2 identical letters dated XX/XX/XXXX asking me for additional documentation, again, it had nothing listed. I received a letter dated XX/XX/XXXX, telling me I qualified for a Stand Alone Partial claim. Where the payment was {$1600.00}!! I can not afford that high of a payment. This plan was nothing at all what had been previously discussed... it did not change the existing interest rate or other existing terms of the loan. I called on XX/XX/XXXX to ask about this letter and plan that was selected on my behalf, without consent by me, and I spoke to a male representative. I asked him to transfer me to a supervisor since he could not answer my questions. He transferred me to Loss Mitigation instead. From there, I was transferred to a supervisor, who told me to send an email stating no to these terms and to call back on XX/XX/XXXX. One of these reps name is XXXX. I sent this email to opt out, as instructed, on XX/XX/XXXX. I received a letter dated XX/XX/XXXX, that discussed the Stand Alone Partial claim, with a payment of {$1600.00} again. However, since it was date prior to my conversation on XX/XX/XXXX, I disregarded it. I received a letter on XX/XX/XXXX, informing me that my request for customer assistance was closed per my written request. I received identical letters dated XX/XX/XXXX, sent via First class mail and certified mail w/a return receipt requested, informing me that I had 30 days to pay {$35000.00} or my home would be foreclosed. On XX/XX/XXXX, I called US Bank and spoke to a representative who told me I had to choose a new plan. The plan I chose made the payment {$1400.00}, the interest rate was 3.125 %, maturity date XXXX/XXXX, and the balance would be on a non-interest loan due upon maturity or if I sell or refinance. I received a letter dated XX/XX/XXXX, acknowledging my call and informing me my request for assistance was being processed. I also received another letter dated XX/XX/XXXX, stating US Bank received documentation for the application and an appraisal may be ordered. I received a letter dated XX/XX/XXXX, informing me XXXX XXXX was assigned as my relationship manager because I applied for or was recently approved for a customer assistant program. I received a call from a representative asking me if I needed a notary to sign the documents that would be mailed to soon to finalize the plan. I said no, I could do it at my bank. I asked her what the amount was, and she told me she was third party and did not have access to that information. I received a letter dated XX/XX/XXXX, regarding finalizing the Stand Alone Partial claim... with a payment of {$1600.00} ... this letter indicated I had until XX/XX/XXXX to sign and return the paperwork in the prepaid UPS envelope. I called on XX/XX/XXXX and spoke to XXXX, a relationship manager, Employee ID XXXX, to find out what the XXXX was going on, and she told me the " task was not dropped '' by the last agent. That this task had to be dropped to trigger the removal of the Stand Alone Partial claim. ( Although, I received letters, as referenced above, indicating this had already been done. ) She told me she would take care of it and it would take approximately 3-5 days to process. Because this task was not dropped, she also informed me that the new plan I recently chose ( $ XXXX ) was never applied to my account.. She said she would watch my account and call me back so we could try to put me back on this plan. I was concerned that this was affecting my credit because I am no longer in forebearance, which I just spent the last year repairing, and she said no it is not being reported to the credit agencies.. She never called back. I called on or around XX/XX/XXXX and spoke to a representative. I was forced to choose another plan, because ... the previous plan was " no longer available ''. This plan has a payment of {$1400.00}. The interest rate has now increased to 3.5 % which infuriorates me!!! That's an additional $ XXXX which adds up to {$10000.00} over a 30 year loan!!!! My maturity date would be XXXX/XXXX/XXXX. And again the amount due would be placed in a non-interest loan due upon maturity, etc etc. I received a letter dated XX/XX/XXXX, confirming my call and request for this plan, with the amount as stated above. I received a letter dated XX/XX/XXXX informing me that my request for customer assistance has been closed!! I received a letter dated, XX/XX/XXXX, stating my application was received and additional information was needed. This letter included a Mortgage Assistance Application... I called on XX/XX/XXXX, and spoke to a representative that stated she was a relationship manager. She told me I did not need to fill out the application and to disregard it. She also informed me that I was NOT enrolled in a modification plan. She said the last agent did not do their job correctly, and asked me to choose another plan!!!! I was extremely upset and demanded to speak with a supervisor. She placed me on hold for an extremely long time. The call lasted 45+ min, so I was on hold for over 20 min. I eventually hung up. I called again today, XX/XX/XXXX, and spoke to XXXX, Employee ID XXXX XXXX explained that somehow my application was dropped. She said they had nothing on file around that time that would indicate I wanted this to be closed, so it was an error on US Banks side. She placed me on hold to try to reach a supervisor tonsee if she could get it reopened. She reached out to several, but was unsuccessful in getting ahold of one. I explained about my email back on XX/XX/XXXX asking to drop me from the Stand Alone Partial claim ( $ XXXX ). She believes this somehow made an agent drop me from the most recent plan as well. ( I don't see how, since the email was very specific, and all the correspondence leading up to this date has indicated otherwise. ) XXXX was very kind and helpful. She said she would call me back once she got ahold of a supervisor. I did receive a call from US Bank today, XX/XX/XXXX, after the call with XXXX, but when I answered, the caller hung up or was disconnected somehow. PS. I can scan in and provide all of the above mentioned letters via email. I may even have a few more tucked away somewhere. ALSO, I asked US Bank how to file a grievance, and they gave me an invalid email address at USBank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have been attempting since XXXX XXXX to add a POD beneficiary to my checking and savings accounts at US Bank . I first tried on-line and can not get the form where it looks like it should be available on their website. I called an 800 number and was transferred around until eventually I was transferred to XXXX. That was XXXX. I was asked for confidential info about my intended beneficiary and was told it would be added to the form and the form would be mailed to me. I never received the form. I became concerned about providing the bank with the confidential info for my beneficiary. ( name, address, social sec no... ) I called XXXX again around XX/XX/XXXX. This time I was told I would receive a call back from another representative to assist with this. I never received a call. I called XXXX on XX/XX/XXXX since this looked like a number to file a complaint with the bank. The person I spoke with was another customer service person who suggested a manager could call me back. I asked a number of times how to make a complaint since I had already tried that. She ended up pretending to transfer me to XXXX and hung up ( after raising her voice at me ). I live in Florida and can not get to any branch. I can not get the bank to provide a POD form or accept a complaint to management.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I went to the closest U.S. Bank with the intent to inquire upon a new checking account. After arriving at XXXX, I was told the bank 's branch does not talk about opening up new accounts after XXXX. I was then told, I would have to come back the following day. So, I made an appointment. After arriving that following day at my scheduled appointment time of XXXX, I then sat down with a banker by the name of XXXX XXXX We went over various account options that the bank offered, as well as what specific options would potentially be the best option for what I needed. XXXX ( the banker ) proceeded to explain that if I was to " open a very particular checking account ( by that day ), I would receive a promotional bonus of {$400.00} ''. Due to this promotional bonus being offered and me being told it was " the last day to sign up for that promotion '', I decided to go with that particular account on XX/XX/XXXX. In order to meet the qualifications for the bonus that was being offered for my new checking account, there were a few contingencies that I needed to meet. First, there was a threshold of {$1500.00} that needed to be directly deposited from an employer into that specific account. Secondarily, the deposited amount needed to be completed by no more than 2 transactions. Lastly, that {$1500.00} ( or more ) needed to be deposited into that checking account within 90 days from when the account was first opened. For me, that qualifying date was XX/XX/XXXX. So as long as I was able to successfully retain all XXXX said qualifications, I should have met the threshold for the {$400.00} promotion. A month had gone by, and ( full disclosure ) I waited a month to begin the process of having my paycheck allocated into the U.S. Bank checking account. Particularly because, I was confident in being able to meet the threshold of the {$1500.00} requirement by the required date ( XX/XX/XXXX ). After sending in the relevant paperwork, I then called into U.S. Bank to make sure all necessary paperwork was received & being processed ( if not already finalized ). I was assured by numerous employees ( including numerous senior management staff members ) of U.S. Bank that my paperwork was received and this specific promotion ( for my checking account ) was already successfully activated. I was then told by the U.S. Bank representative, " all you have to do is begin your direct deposit from your employer ''. By XX/XX/XXXX, I had a total amount of {$1500.00} that was deposited into account. Thus, meeting the necessary qualifications for the promotional bonus. I called into U.S. Bank to reassure everything was being processed properly on my accounts behalf, and to confirm that I did in fact supersede the qualifying amount to receive the promotional bonus of {$400.00} for my checking account. At this time ( again ), I was reassured by numerous tiers of management and entry level staff members that my promotional offer was successfully being processed and I only had to wait for the internal system of U.S. Bank to generate the promotional bonus. The representative proceeded to explain that it was because the promotional offer is processed autonomously, and that's why the money had not yet been applied to my account. Another two weeks go by, and by this point in time I've now had {$2900.00} in total be deposited into my U.S. Bank checking account. Please keep in mind that these two weeks in addition to XX/XX/XXXX, equates to XX/XX/XXXX. That particular date is 90 days from when I first opened my checking account. Which means I had almost doubled the necessary denomination needed to successfully qualify for the promotional bonus of {$400.00}, and only within 3 payments. Any 2 of the 3 paychecks that were direct deposited, should have been more than sufficient to qualify for the promotional bonus. On XX/XX/XXXX, I call into U.S. Bank to re-confirm that all necessary requirements have been successfully met to receive my promotional bonus of {$400.00}. I ( again ) receive a re-confirmation from numerous tiers of management and employees that all say the same thing. I merely have to wait for the internal system of U.S. Bank to autonomously generate the promotion of {$400.00} into my checking account. There wasn't anything that anyone could help me with further the process, I was again told I simply had to wait. Another 7 days goes by, and now I'm looking for tangible confirmation from the company about this alleged bonus that I opened my checking account for. So I went to the U.S. Bank location that's closest to my house during XXXX week to find out what was going on. Especially because, that location was the specific branch I opened my checking account with. The address for that particular branch is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX. XXXX week, I was able to meet with the banker ( XXXX XXXX who opened by checking account on XX/XX/XXXX. I was ( again ) overwhelmingly reassured that the promotion was slightly delayed because of an " internal issue '' that U.S. Bank was experiencing ( explained by XXXX, as well as his colleagues ). The representatives from said location, continued to explain two things to me. I simply, needed to wait for U.S. Bank to systematically generate the promotion before the disbursement was deposited into my checking account. I was then told, " If you don't see the {$400.00} promotional amount in your account by early XXXX, please let us know and we will take care of it ''. Another three weeks go by, and it's now XX/XX/XXXX. Specifically 4 months after I opened my account, 6 weeks after I qualified for the alleged ( {$400.00} ) bonus that was promised to me upon the opening of my account. However, I still had not received any promotional bonus from U.S. Bank. So I decided to call U.S. Bank on the XXXX number that's provided for U.S. Bank customers. From there, I was able to connect with an incredibly pleasant representative from U.S. Bank. This particular phone representative from U.S. Bank was so kind, she offered to try and call the branch that opened my account and find out the details of what the problem was. I was placed on hold for 2-3 minutes, before she then comes back on the phone with " great news ''. The phone representative explains that she " was able to connect with XXXX '' ( the in-person banker who opened my account on XX/XX/XXXX ), and she had confirmed the details in relevance to my checking account that I was calling about. She ( the phone representative ) went on to say " Both XXXX and I looked into the details of this matter, all you have to do is wait ''. Another conformation, in addition to the dozens I had already received from both in-person and over the phone from senior account staff members. Again, being continuously told " there's nothing else that can be done, all you have to wait for U.S. Bank to internally disperse the promotional bonus ''. On XX/XX/XXXX ( at XXXX ), I again called into U.S. Bank because of not having received any promotional bonus into my checking account. Please keep in mind, the bonus was the only reason why I decided to open this account. I waited for about 5 minutes before a representative for U.S. Bank by the name of XXXX gets on the phone. Him and I had spoke for a little over 30 minutes about anything in relevance to my account, including ( but not limited to ) : why I opened the account, what the promotion was supposed to be, and how we could rectify the problem at hand. XXXX then put me on hold, and kindly comes back on. He then says, " Sir, I'm incredibly sorry. You unfortunately do not qualify for the promotional bonus because the timeframe is 60 days ''. If we could please pause for a moment, I'd like to mention one thing. If any U.S. banking representative had explained to me the necessary timeframe to qualify for the bonus was 60 days ( even though I confirmed DOZENS of times with numerous U.S. Bank employees it was 90 ), I could have very easily re-directed funds for direct deposit to begin sooner with my U.S. Bank account. All I had to do was print a sheet from my bank, and give it to my employer. So at this point time, I kindly said to XXXX " I believe what you're saying to me and that what you're reading may be true, but I hope you can please understand how confusing this is after the dozens of confirmations I've received that state the opposite ''. XXXX kindly replied, " I can definitely understand where you're coming from, let me get a supervisor on the phone to see if they can help us out ''. A person by the name of " XXXX '' now gets on the phone, almost 36 minutes into the phone call. Doesn't introduce himself, or say his name at all ( without me having to continuously ask numerous times ). In an abrupt and condescendingly rude manner, this alleged " senior account manager '' says " tell me why you called ''. I began to explain why I called to " XXXX '' and I was almost finished, before I had the most appalling moment of my life as a professional within the service industry. I feel I should mention, I've been fortunate enough to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, and numerous other regions around the world. Throughout my journey, life has given me an endless amount of unpredictable circumstances within the customer service industry. This one " takes the cake '' by far, and it involves a heavy set of violations within banking regulations and consumer protection laws. All by the 5th largest banking corporation in America, that happens to be 70 % owned by XXXX ( XXXX ). A little under 8 minutes in to this " conversation '', the " senior account manager '' by the name of XXXX became aggressively loud and incredibly provoking in the most uncomfortable of all ways. He shouted " I've listened to you talk the entire time, and YOU are DONE talking ''. This " senior staff member '' of U.S. Bank continued to act belligerent, grotesquely unprofessional, and condescending in the most unpalatable ways of all possibilities, Especially under the banking practices and regulatory laws in the United States. After this went on for over 2 minutes, I kindly asked him ( in quite literally, my kindest and most patient of all ways ), if I could " please pause you for just one moment, please. I just have a question ''. XXXX 's reply " NO. NO. NO, I don't think so. You don't get to talk anymore. I've listened to you talk enough ''. Those are literally, XXXX 's exact words. The conversation went on to me trying to play a " waiting game '' with this " senior account manager '' at U.S. Bank. I would try and wait for him to finish talking, and I'd begin to bring something up that I was attempting to ask. However, this alleged " senior staff member '' would continue to immaturely interrupt me in a purposeful manner. I'd again try and wait to correspond or ask a question, and he would immediately begin to purposely interrupt me. Every time. He would continue to aggressively tell me " I've listened to you talk enough, you don't get to talk anymore ''. Mind you, this is all coming from a " senior staff member '' of the 5th largest banking corporation in America. What happened to being polite? Having etiquette or ethics? Or, at least treating a human with decency? U.S. Bank put a carrot in front of my face, and explained what I had to do in order to receive said carrot. When I did everything that was asked of me, U.S. Bank is now being unfair, and being profoundly misleading about what was initially promised to me upon the opening of my checking account. U.S. Bank is falsely stating, the initial terms that were set and agreed upon are significantly differentiated. Not possible, considering the waves of phone calls and in-person meetings with supervisors and senior account banking managers that I had ( on recorded phone lines ). Along with U.S. Bank falsely stating the terms and conditions to be differentiated from what was initially agreed upon, I was screamed and yelled at like 7th grader " senior account manager '' when I was trying to have an adult conversation with a company who controls money for the citizens of the United States. Unfortunately, it was factually impossible because of moral turpitude and a severe lack of professionalism within the senior account management team. I was put through over 2 months of tasks and duties that were required of me to be done, in order to receive a promotional bonus from U.S. Bank. I completed the required tasks that had been asked of me, only to be scammed, mislead, and deceived. U.S. Bank was only concerned about taking my money into their depository of U.S. Bank corporate headquarters. This entity unequivocally has no interest in following through on their promise that was used as an illegal bait & switch tactic to increase overall customer accounts, as well as fraudulently increase their accounts receivable. Another company that cares about the bottom line, more than their customer. It's difficult for me to understand how the 5th largest banking corporation in America fails to perceive the importance of quality customer service. Without the customer, there wouldn't be a bottom line for any company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/2021 I bought 11 VISA gifts cards for my family as XXXX gifts at XXXX XXXX in XXXX XXXX, OR. The cards were in my possession until XX/XX/XXXX that I gave them on XXXX day. Six out of the nine cards were compromised as unauthorized transactions that were made in the same merchant even before I handled the cards to my relatives. I was able to recall 4 of compromised cards from my relatives in the amounts of {$200.00}, {$100.00} and 2 X {$75.00} and then was were the agony started. I called the customer service number in the back of the cards XXXX into a call center that called themselvesXX/XX/XXXX, although appear this is a subsidiary of US Bank. I tried several times on hold and when finally got a representative : I had to call 3 separate times, as they mentioned they could only file one dispute at a time, on third attempt I was able to file 2 disputes on the same call because I complaint. They did not acknowledge the pattern of this fraud ( being from the same merchant in another state ) that was obviously made with the gift cards. After following the " dispute process '', I received a questionnaire, filled them out and returned by mail. The result as of today is as follows ; Got a letter confirming the error for the {$200.00} and another letter confirming the letter for the error of XXXX out of XXXX. I have not received any communication for the other two. When calling they made impossible to explain the situation as they continue to read scripts without an effort to acknowledge my situation and the fraud that is happening with these VISA Gift cards. Furthermore, the letter confirms a credit " to your account '', which account?? This is a gift card. They did not cut a check, they did not explain HOW I was going to get my credit/money back in the letter. When calling them, I was told that the process is to call them to " ask for the credit as a gift card ''. That is not disclosed in the letter, nor it doesn't provide clear instructions as how the customer will get the credit. It appears that their customer service and dispute process are designed to have the customer call and claim until the customer gets credited. It appears that the intention is to retain the money until is claimed. The letter does not comply with UDAAP principles. This situation is harming me as customer ( and others as I posted a note on my Nextdoor neighborhood app and there were several comments with people having the same situation ) on something that I was not able to avoid but reported and also the Omission in the letter as to how I will recover my money. Whomever approved that letter to be used by the company does not understand the implications of omissions that are misleading to customers. For the other two disputes I have not received any communication. I am a XX/XX/XXXXfor the last 30 years and it frustrates me the lack of knowledge, empathy and arrogance that this " company '' treated me as a customer. I am asking nothing else than getting my money back due to their negligence to have a secured product that obviously has been subject to a consistent pattern of fraud. I opted to complaint before you, because experience tells me that I am not the only one going through this situation. Thanks and Regards, The company letter only info isXX/XX/XXXXXXXX XXXX XXXX XXXX, FL XXXX Fax XXXX The letter version in Spanish refers to US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97015
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
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: I have a fraud charge ( {$98.00} ) that US bank sent me a new credit card for, but never refunded me the money. Theyve told me multiple times they would refund me and they havent. Its been almost 2 months now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I have a Visa Gift Card, prepaid and loaded with {$250.00} ( purchased from XXXX in XXXX XXXX, Washington ), that was given to me in XX/XX/XXXX. I tried using the card for the first time on XX/XX/XXXX online, and the transaction was declined. I tried using the card twice in person, once on XX/XX/XXXX and XX/XX/XXXX. After these declines, I tried logging online to XXXX to see what I could find out. I was unable to log on to the website, due to an error message saying the card number did not match the XXXX security number ( XXXX digits on the back ). I called the customer service number on XX/XX/XXXX and spoke with an agent. The agent told me the card had been used in person at a XXXX store in XXXX, California. I expressly stated that this was fraud and that I was still in possession of the card, and I am located in XXXX XXXX. I was told on XX/XX/XXXX that XXXX 's entire fraud system is " down '' and that there was no way for me to lodge a dispute and to call back today, XX/XX/XXXX. I called again XX/XX/XXXX, and was told again that their entire fraud system is down, there is no way they an help me, and they have no estimated date of when the fraud department will be back in service. In addition, there was no record of my phone conversation on XX/XX/XXXX where I expressly stated my card had been used in a fraudulent transaction. I repeatedly asked to get logged in so I could see a transaction history, was denied. I asked for a detailed history on the card ( date the card was registered, who the card was registered to ) and was denied any information, only being told that since the card was now " inactive '' they no longer had access to that information. I also asked for an explanation on why the website error told me the XXXX number did not match the card number. They did not have an answer for me. I believe that the company sold a bad card, and as I am unable to launch a fraud investigation, I have no way of recuperating the lost funds in the amount of {$250.00}. In addition, my co-worker is having the exact same problem with this company. Her VISA prepaid gift card was used on the exact same date ( XX/XX/XXXX ) at a XXXX in XXXX, California.
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: 2022-02-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: They refused to process the application but they still ran my credit. I want both inquiries removed asap. XXXX XXXX XXXX XX/XX/2022 XXXX XXXX XX/XX/2022 2022
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77022
Submitted Via: Web
Date Sent: 2022-02-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A