Date Received: 2022-01-07
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I need assistance in escalating my case so it wont be another month before I have access to my paychecks. I have done everything I have been asked to do in order to unlock my card and at this point I feel like customer service has no intention of unlocking the card no matter what documents I send to every fax number theyve given me, no matter how many times I send them. In one of the calls I recorded with customer service the representative even agrees with me that it sounds as though Im being messed with. Please, help me to resolve this quickly. On XX/XX/XXXX a return of {$350.00} was mistakenly issued to my US Bank Focus card when the original purchase was on my Metairie Bank card. Due to this error US Bank proceeded to freeze my account without informing me. I have been trying to resolve this issue since XX/XX/XXXX still with no resolution in sight. When I called customer service on XX/XX/XXXX, I was told that to unlock my account I would need to fax ( XXXX ) the receipts from the original purchase as well as the refund, drivers license, social security card, and a letter written by myself explaining the situation. The other option I was given by the customer service representative was to have the merchant, XXXX XXXX XXXX, contact the credit card processing company, XXXX XXXX, and have them force post the refund off the US Bank XXXX card. XXXX XXXX, the owner of XXXX XXXX XXXX, contacted them and was told that XXXX XXXX is unable to take the refund off of the XXXX card. Unfortunately, I no longer have the receipts and XXXX XXXX XXXX couldnt find the merchant copies after looking for a week. On XX/XX/XXXX I faxed ( XXXX ) XXXX a printout from Metairie bank of the original purchase, the original handwritten layaway receipt from XXXX XXXX XXXX, a letter explaining the situation, my drivers license, and my social security card. On XX/XX/XXXX I called and was told that they never received the things I faxed on XX/XX/XXXX. On XX/XX/XXXX I sent everything from XX/XX/XXXX a second time after confirming that the fax number I originally used was correct. On XX/XX/XXXX I called and was told that the receipts needed to be sent and I explained for the second time that I didnt have the receipts which is why I sent the printout from the bank and the handwritten layaway receipt. I was then told XXXX XXXX XXXX needed to fax ( XXXX ) XXXX a letter on the company letterhead including the purchaser 's name, the last four digits of the XXXX card, and an explanation of what happened, signed by the store manager. The manager faxed the letter and also included his contact information in case US Bank needed any additional information. On XX/XX/XXXX I was told that my drivers license was too dark and was unreadable and that I needed to enlarge it by 200 % and lighten it by 2 shades. I did those things and on XX/XX/XXXX I faxed ( XXXX ) XXXX ) it again. On XX/XX/XXXX I called and was told that my fax was received and my drivers license was fine but they couldnt give me a resolution until Tuesday night or Wednesday morning. On XX/XX/XXXX I called in the evening, spoke to a supervisor, and was told that they received my driver 's license but again it was too dark and I needed to enlarge it by 200 % and lighten it by 2 shades. I told her I had already done this and she insisted that I needed to do it again and submit it online through the US Bank website. I tried logging in but my account is locked due to this situation so I cant login to the website until this is resolved. Every copy of my drivers license has looked fine on my end so the issue seems to be with US Banks fax machine. At this time Ive called customer service at least a dozen times, sent 13 faxes, been given 4 different fax numbers after being told that the other fax numbers arent used, had a customer service representative hang up on me after telling me its impossible to speak to a supervisor because supervisors will only speak to me through email but I wont be able to respond any email they might send, I asked if it would be possible to email a picture of my drivers license and at first was told that theres an email address but that I cant have it then was later told by someone else that there is no email address and that everything is done by fax. I have spent hours on the phone and faxing things to try to resolve this. On XX/XX/XXXX I called again, this time to ask them to release at least my payroll if they couldnt release the disputed amount. I was told that the account would not be unlocked until they received the original receipts which are impossible to obtain. I was told that they never asked for all of the documents I have faxed. I have recorded phone calls with them about all the documents theyve asked me to fax. I asked for the phone number to the legal department and was told that getting that phone number was no problem. I was then transferred to a supervisor who said there was no phone number there was a po box address where I could mail my complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I made a deposit on XXXX XXXX before the cutoff hour to make sure I wasn't overdrawn on that day, based on my online account balances that also showed pending transactions, on closing business day of XX/XX/2021 according to my calculations I wasn't overdrawn yet on XX/XX/2021 they charged me a {$36.00} dollars overdraft fee for a check cleared on XX/XX/2021, but I wasn't overdrawn, so I called the customer service line and they told me they showed me overdrawn. I went over to my local branch and got a print out of my account and they proceeded to tell me I was overdrawn on XX/XX/2021 because of two pending transactions, but I told her that on closing date XX/XX/2021 I was not overdrawn and that one of those transactions that they were telling me wasn't charged until the morning of XX/XX/2021. It should be law that I should be able to see what they see and that my account balances should be the same as I see them, if items are coming thru they should show on my account as pending. I am still not believe I owed that fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92376
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I called on XXXX XXXX and asked for a replacement card because I never received my card the last time I asked for one several months ago so they charged me {$10.00} for the expedited replacement card I was told I would receive it yesterday I still havent received it there is no tracking number and its coming XXXX which makes no sense I have been calling and now they took it upon thereselves to cancel the card I was supposed to get yesterday and now I have to wait another week for another replacement card this is ridiculous they should be able to overnight it to me but they say they cant this is for my XXXX XXXX and there is always an excuse with these people I have asked multiple times to speak to a supervisor and they wont connect me to one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42431
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I discovered my US Bank Credit Card was stolen in XXXX and fraudulent transactions were made on the credit card. On XX/XX/XXXX, I called US Bank to dispute these transactions and informed them my credit card was stolen. However, on XX/XX/XXXX, I receive threXXXX letters from US Bank claiming that I " benefited '' from these transactions and the following were not fraudulent, and the credits were reversed in my account for : XXXX XXXX XXXX : {$15.00} XXXX XXXXXXXX XXXX : {$14.00} XXXX XXXX : {$16.00} I immediately called US Bank and they informed they would " look into '' the issue and contact their fraud investigation team. Three weeks passed and no action was taken. I called again and a representative informed me that for these three transactions specifically, they were incorrectly coded in their internal system. Rather than marking these charges for a stolen credit card, they had incorrectly marked it as for " duplicate/copied card. '' Another two weeks have passed and no action has been taken. This is extremely dissatisfying service and complete negligence on US Bank 's part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I received an email from US Bank regarding " cash-back deals '' on my checking account. One of the offers was for 10 % off purchases at XXXX for a maximum discount of {$8.00}. I signed up for this offer through the link provided in the email. I made a purchase of {$75.00} at XXXX on XX/XX/2021 using my US Bank debit card. However, I have never received the {$7.00} cash back. I have inquired with US Bank to try and get this resolved but have never gotten a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: XX/XX/XXXX XXXX and XXXX received phone call ( recording ) about 2nd attempt to serve documents. First attempt was supposedly a letter that never received. Told me for a US BANK ACCOUNT from 2005 and that would be sued in federal lawsuit for two different counts. Said balance was over {$5000.00} but would settle for {$2000.00}. Asked them to send documents for attorney to review and they hung up on me. Called again next day and told guy to quit XXXX me or would report them and the guy flipped out and had a screaming match with me using every nasty name in the book. Today returned the call told them quit calling. Guy told me I dont control what they do and then told me to go pull weeds or something before hanging up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99336
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: It is my fourth time to submit a complaint. The former three times cases numbers are XXXX, XXXX and XXXX. On the one hand, you said you will return the money to the originator. On the other hand, you said my friend have to let the payroll contact the originator bank and ask them to provide a written request then you will initiate return. What the XXXX is that? What should I do? OR just tell me you are not going to return at all. You said you submit request to XXXX twice, they dont reply. I guess you have a XXXX means to contact them. You can call them, write to them, fax them, just let them reply, because it is your responsibility and I dont believe its that hard to initial it. I have explained anything. Such a big university, payroll need to deal with thousands of XXXX dollars, will they care this 2000 dollars? Whom to look for to write such request in such a hard time and no one works in office and they just XXXX. You can not hold it forever in any reason and again is your responsibility to contact the bank and return! It shouldnt be no any progress in more than one year. XXXX XXXX XXXX I am so angry and so disappointed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47906
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In or aroundXX/XX/2020, I opened a checking account with US Bank after being approved ONLINE. I went to the US Bank branch # XXXX located in XXXX XXXX, CA to make the qualifying deposits required to open the checking account. I met with consultant XXXX XXXX ( XXXX ID XXXX ) to complete this process.Shortly after, I was sent a debit card ending in XXXX that was linked to this checking account. Once my checking account had sufficient funds in it, I applied for a US Bank secured Visa card, which required a deposit of {$300.00}, which i transferred into the secured Visa account from my US Bank checking account. I am a self-employed domestic caregiver/ housekeeper. In early XX/XX/2020, I did a housekeeping/organization job in XXXX XXXX XXXX CA for a young woman whom I'd just met through a mutual associate. As far as I know he, the woman was named XXXX XXXX and lived with her father in the house I worked at. At the end of the almost XXXX hours of work, XXXX gave me a check for {$700.00}, which I realized later was written/signed by the man ( or so I assumed ). I deposited the check on or around XXXXXX/XX/20208pm using the ATM at the US Bank branch located in XX/XX/XXXXXXXX , CA. In the following days, I learned through casual conversations with friends about the work I had done- that XXXX XXXX had " ripped them off, '' or was shady in her business dealings. Because of my fears that the payment might be unsound, I WENT TO BOTH MY BANK BRANCH AND THE US BANK IN XXXX, CA TO ALERT STAFF ABOUT THE CHECKS POSSIBLE FRAUDULENCE. It wasn't until i talked to a consultant at the XXXX branch that I learned that my checking account was already placed on hold-DESPITE SHOWING A POSITIVE BALANCE of ABOUT {$350.00}. They told me that it was INDEED because of this check that my account was on hold. I was NEVER NEVER contacted by ANYBODY at US Bank concerning ANYTHING regarding the check OR a hold or my account being closed. I did ALL of the reaching out to XXXX and staff. After having the {$350.00} sitting in my account for over 2 weeks ( but NOT being able to access it or get ANY logical answers ), the staff at US Bank 's customer service phone line told me that the account was set for closure on or around XX/XX/2020, and a cashiers check with the remaining balance would be sent to me WITHIN 3 DAYS of the closure. On XXXX i contacted the customer service line again, only to be told that the account had actually closed on the XXXX, so I could expect the check within 3 days of THAT date. The US Bank representative even confirmed the proper address to mail the cashiers check to. New Years came and went with NO CHECK, NO ATTEMPTS TO CONTACT ME FROM US BANK OR MY BANKER, XXXX XXXX ( I also sent her emails and made phone calls and visits to the branch on various occasions in attempts to resolve this issue- to no avail ). So, on XXXX-ONCE AGAIN- I called US Banks customer service line to track the check. This time the representative told me that my cashiers check was being '' HELD IN A SECURE ACCOUNT, '' and that I would NEED TO GO INTO A BRANCH TO RETRIEVE THE CASHIERS CHECK..!!!! WHAT!?? All the while, my secured XXXX, which of course is linked with the now CLOSED checking account, is past due and im sure accruing late fees- not to mention any and all automatic payments I have linked with the checking account. I followed US Banks policy by ALERTING THE BANK OF MY WORRIES ABOUT THE CHECK WITHIN 60 DAYS OF DEPOSIT/DISCOVERY OF POSSIBLE FRAUD. My understanding of US Banks policy is that the account holder shall NOT be held responsible if its reported within that time allotment. Since US Bank failed to make ANY attempt to contact ME, I believe that this Bank has probably made it a regular practice to quietly close accounts WITHOUT ANY ATTEMPT TO RESOLVE ISSUES BY CONTACTING THE ACCOUNTHOLDER, likely in attempts to gain the funds in the accounts in question. I'm positive if looked into, there WILL be evidence of such conduct on behalf of US Bank and its representatives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our mortgage back on XX/XX/XXXX with XXXX XXXX. The loan services than was switched to US Bank. The school taxes on this property were due by XX/XX/XXXX. When the loan closed, they collected 13 months of school taxes that went into the escrow account. The loan was Transferred to US bank prior to the first payment date of XX/XX/XXXX and with that, all of the escrow money was transferred to US bank to pay the taxes. At the end of XXXX, we received a delinquent tax notice with a penalty of over {$700.00}. They never paid the taxes since XXXX and I started reaching out to the tax department starting XXXX. I spoke with a XXXX, XXXX, XXXX, XXXX on the phone and emailed the tax department multiple times and they never responded by email. On the phone I was told on four separate occasions that a manager would call me and my husband back and they never did. I was told a check was mailed on the XXXX but they could give me no confirmation. This has been going on for a month until finally today I called again sat on the phone for almost 2 hours because I refused to accept a callback because I knew it was a lie. Finally a XXXX who said she was a supervisor in tax escalation told me that she too could not give me any proof of payment and it was paid on the XX/XX/XXXX. She then placed me on hold again and sent me over to customer service for some reason saying they could give me proof. The customer service rep I finally reached a XXXX who said he could only give me a copy of our mortgage statement that the escrow didnt not have the money any longer. I asked him if he could give a check number or wire transfer confirmation and he informed me that she was the only person who had that information. He then called her back and after waiting another 30 minutes he told me that XXXX had the information and just didnt give it to me. He said she told him the check was post dated for XX/XX/XXXX and mailed even though they had been telling me all month it was already mailed. She lied to me or avoided my phone calls. So now they said a check was mailed the XXXX, I still have no proof and if the taxes are not paid by Friday we will have a lien placed against the property for taxes that were already paid to the bank. The bank Employees in the tax department have purposefully miss lead me through the entire month of XXXX as they still did not pay my taxes. I am at a loss for what to do at this point. Thank you for looking into this! I greatly appreciate any help! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18902
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I made a wire transfer through XX/XX/XXXX Employees Credit Union to US Bank in Minnesota. The exact address is XXXX Country HWY XXXX XXXX XXXX MN XXXX. I found out that the wire recipient was fraudulent as they copied my Title Companies letterhead and inputted their information. I called US Bank and reported it about XXXX hours after the transaction once I found out. I talked to XXXX of US Bank on XX/XX/XXXX about two hours after the transaction and advised him of the fraudulent transaction. He advised me to send an email to XXXX. I immediately sent the information I discussed with XXXX as well as a copy of my report to Federal Trade Commission. The next day I talked to XXXX from US Bank about the information I sent as well as my conversation with XXXX of US BANK. While we were talking I gave XXXX the account number of the transaction and he advised me he could see the transaction. I asked XXXX to Flag the Transaction as I asked XXXX the day previously. During all this I was also immediately in XXXX with XX/XX/XXXX Employee Credit Union. They were my first call to call back the transaction with US Bank.XX/XX/XXXX Employee Credit Union contacted me the next day that they were in contact with US BANK in reference to the request for recovery of funds. That request was on XX/XX/XXXX. US BANK did nothing in reference to the request until XX/XX/XXXX when they responded the funds were not recoverable. They never flagged the funds, and by XX/XX/XXXX the funds were gone. To my Knowledge from XX/XX/XXXX Employee Credit Union the account being used fraudulently is still active. The email that the scammer is XXXX. The fraudulent information is below that was copied onto my Title Companies letter head and spoofed on their site. Bank Name : US BANK Bank Address : XXXX XXXX HWY XXXX XXXX XXXX, MN XXXX Account Name : XXXX XXXX XXXX Routing Number # : XXXX Account Number : XXXX Beneficiary Address : XXXX XXXX XXXX XXXX, XXXX MN XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21042
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A