Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage and HELOC with US Bank. Due to XXXX, I entered an 18-month forbearance plan on both accounts. The mortgage loan was successfully modified in XX/XX/XXXX and is current. I resumed interest payments on the HELOC on XX/XX/XXXX, and have made monthly payments since. US Bank claims they have not heard from me on how to proceed with exiting the forbearance plan nor have they given me options by sending documents to defer or modify as they did with the mortgage loan. They sent a letter on XX/XX/XXXX, stating if they don't hear from me by XX/XX/XXXX, the forbearance will expire and I will be required to pay the outstanding balance due in full of {$20000.00}, due by XX/XX/XXXX. I do not have the resources to pay this balance. I have tried getting in touch with them multiple times. Each time I call the customer service number, I get rerouted to different departments and do not successfully connect to someone who can help. I'm on the phone for several hours each time I call. I am worried US Bank will move this account to collections and I have tried to reach them regarding this issue 5 different times to no avail. Please advise. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97702
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: 2022-01-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On the evening of XX/XX/XXXX, i checked my account, and my account had both a positive posted account balance, and a positive available balance. And this balance reflected all current pending charges. At approximately XXXX on XX/XX/XXXX, i checked my account, and saw that a deposit i was expecting in the amount of {$520.00} had appeared on my account, and my available balance was now higher, including this deposit amount. As a result, i submitted a transaction to transfer {$400.00} to my XXXX XXXX account. I then went to bed, and when i woke up i checked my account again, and saw all of these overdraft charges. These overdraft charges all resulted from a hold being placed in the amount of {$490.00}. This hold amount included the {$400.00} transaction i had just made, as well as several small transactions that had already previously appeared in the available balance. As you can see in the image below, it shows in red the new available balance after each of the transactions that resulted in overdraft charges. After the last one, the available balance reached the amount of negative - {$380.00}. This clearly shows that had i not submitted the {$400.00} transaction on the morning of XX/XX/XXXX, none of those transactions would have been negative. Please look at the posted accounted balance in the image below at the end of XX/XX/XXXX. After all transactions posted on XX/XX/XXXX, i still had a POSITIVE posted balance of {$110.00}. The only thing that would lower my available balance from this posted balance would be pending transactions. As you can see in the images, the only other transactions that were even in process at the time posted on XX/XX/XXXX. Those transactions, aside from the {$400.00} in question, were : {$7.00}, {$28.00}, {$16.00}, and {$50.00} ( not including the overdraft fees, of course ). Those transactions all combined total {$100.00}. So even if every one of those four transactions was pending on XX/XX/XXXX and lowering my available balance, they would not have been sufficient to make my available balance negative. This proves that if the {$400.00} transaction had not occurred, it is impossible for my available balance to have gone negative. There were absolutely no other transactions pending at the time to affect the available balance. My complaint is simply that had US Banks mobile application not showed that deposit, and not included that deposit amount in my available balance, i absolutely would not have initiated that {$400.00} transaction transferring money out of my account. I emailed one of the bank employees with whom i had previously conversed, and then headed to the branch to discuss the issue. On arrival, this bank employee said she had already called their back end support line and discussed the issue. They said the problem was that I initiated the {$400.00} transaction a few hours too early. That although it showed the deposit funds being available at XXXX, they were not actually available until XXXX. So as soon as I initiated the {$400.00} transaction, it lowered my available balance into negative. Should a bank consumer not be able to rely on that banks software showing a deposit has having occurred, and showing the funds as available. How can I, or anyone else, do business if we can not rely on what it is showing us. US Bank seems to not want to acknowledge that their software has an issue that between XXXX and XXXX ( i assume the difference between my time zone and eastern time zone ), their system has a problem accurately reflecting posted and available balances. And a whole separate issue is that my posted balance at close of XX/XX/XXXX was positive. Yet i had four overdraft charges that resulted from a transaction that didnt even occur until XX/XX/XXXX. So even if US Bank didnt want to accept responsibility for their software erroneously showing a deposits funds as being available, there should have been one overdraft for not having sufficient funds to cover that {$400.00} transaction on XX/XX/XXXX. Not four overdraft charges for transactions that posted one day prior. I spoke with the branch manager, who was completely unwilling to help resolve the situation. I likewise spoke by phone with a support representative, who also was unwilling to do anything to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98584
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: unethical evaluation of credit card application by US bank : I applied for the credit card with US bank, however, i was approved only for {$600.00} credit limit. I have a very good credit history but they still denied the increase in the credit limit. if my history was not good they should have denied the card at the first place. now they are not increasing the limit and issued me the card which is of no use to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received a letter from USBank lowering my credit limit from {$5000.00} down to {$2500.00} causing an alert from XXXX lowering my score negatively from XXXX down to XXXX. I have excellent credit, never been late on any credit cards and have stayed with-in the credit limit assigned. I have no collections or bankruptcy. I have a positive checking account and never missed a payment on any other bank product which were paid off as agreed. I've been a great customer. I have written several letters to USBank for help and an explanation but to no avail. I have made several calls to customer service, they put me on hold for supervisors and never come back. I was denied an important work contract because my credit character is compromised because of my low XXXX score. I am now viewed as a dead beat, out of work for no apparent reason whatsoever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33952
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I made the purchase of two pairs of sunglasses on XX/XX/XXXX at XXXX at the XXXX XXXX store at the XXXX XXXX XXXX XXXX in XXXX Minnesota XXXX The purchase total was {$200.00} and was made using my US bank Visa card ending in XXXX. On XX/XX/XXXX at XXXX I visited the store to return a pair of the sunglasses from the original purchase. The return amount was {$75.00}. Upon attempting the return, the young gentleman explained that he'd never done a return before and it took several minutes longer than it should have. He obtained the help of the manager, and stated the return had been made to my same visa card. The return amount was for {$75.00}. I received a receipt signed by the store employee. 30 days went by and I still had not seen the return hit my bank account. On or around XX/XX/XXXX I called the store to inquire about what was holding up my refund. The store clerk and the store manager were unable to help and provided the number for corporate. Corporate stated I should contact my bank, which I promptly did. They also supplied a complaint form, which I submitted. And submitted, and submitted again. Finally on XX/XX/XXXX I received a response email from the merchant stating a refund would be issued in 3-5 business days. It was not. I contacted them once more and on XX/XX/XXXX received another response stating that they were in communication with the store, but advised me again to contact my banking institution. In addition to contacting the store, I had called US Bank and began an investigation into the purchase and missing refund. US bank issued a provisional credit, however the credit was for the incorrect amount. I incorrectly assumed this would be adjusted based on the results of the investigation. However, that was not the case. On XX/XX/XXXX I received a letter in the mail saying they had been unable to substantiate the claim and would be reversing the entire provisional credit and closing the claim/dispute. Immediately upon receiving this letter I called US Bank to dispute their findings. US Bank admitted they'd been unable to get a hold of the merchant, and closed the case. I expressed my dissatisfaction with the findings, and the US bank agent stated they would open a new case/claim/dispute regarding the situation. Again I rattled off the same information I'd given to so many others. Purchase date, return date, merchant name, amounts, card used, etc. Since receiving the denial letter on XX/XX/XXXX, I still have yet to receive a refund from either the merchant OR the bank. I have spent more than 12 hours on the phone with both. And while I've received promises from both of a resolution, nothing has been received in the form of a refund. I've called, and called and called, and been promised call backs ( which have not been received ), promises of another provisional credit ( which hasn't been received ) and passed from department to department, and sometimes, even just hung up on by the banker. It has now been 128 days since the refund was said to have occurred and I have still not received my money back. Continued calls to US Bank just end up in a circle of transfers to different departments, and eventually ending the call with zero progress. Calls to the XXXX XXXX store fall on deaf ears and no one has been able to provide the general or district manager information, despite multiple requests, and multiple promises of a call back with the information. Please help me navigate these waters between US Bank and the merchant. I do not wish to take the issue to small claims court, but the ineptitude that both parties are showing is deplorable and makes me wonder how they ever manage to stay in business at all. Timeline of events ( all dates/times are in Central Standard time ) : XX/XX/XXXX @ XXXX - Purchase made totally {$200.00}. Receipt # XXXX, XXXX XXXX, Cashier was XXXX ( ID XXXX ) XX/XX/XXXX @ XXXX - Partial return made totaling {$75.00}. Receipt # XXXX, XXXX XXXX, Cashier was XXXX ( ID XXXX ) XX/XX/XXXX @ XXXX, XXXX and XXXX - called XXXX XXXX to ask about missing refund amount, was asked to hold/call back, and eventually given corporates information and told to contact my banking institution. XX/XX/XXXX @ XXXX - called US Bank for the first time to discuss the issue, spoke with a gentleman who stated he was submitting the issue, and I would receive a provisional credit and a letter regarding the issue once resolved. XX/XX/XXXX @ XXXX - Called US Bank after seeing the incorrect amount issued as a provisional credit. There was no resolution on this call other than being told to wait for the outcome of the investigation. XX/XX/XXXX @ XXXX I received the denial letter from US Bank and immediately called to express my disagreement. The provisional credit was also reversed on this day. XX/XX/XXXX @ XXXX - called US Bank to inquire about the progress of the situation. No resolution. XX/XX/XXXX @ XXXX - called US Bank again to inquire about the progress of the situation. Again, no one was able to give relevant information or provide a resolution. XX/XX/XXXX @ XXXX and XXXX - called US Bank again to inquire about progress, transferred multiple times to multiple departments, again they all claimed to know nothing, and no resolution was provided. XX/XX/XXXX @ XXXX and XXXX - called US Bank and spoke with a woman named XXXX, who appeared to have knowledge that no one else did. She stated the initial claim/dispute had been filed completely incorrectly and it was surprised it was denied. She attempted to re-file the claim, but was unable to due to the incorrect nature of the initial claim. She stated she was emailing someone ( didn't specify who ) and said that I would receive a call back within 48 hours regarding the situation. Was also provided the number for the fraud department. Still no resolution. XX/XX/XXXX @ XXXX - Never received a call, so I called the US Bank Fraud department via the number I was provided in an attempt to follow up on the situation, they stated it was not in their wheelhouse, was transferred around, until the call ended with no resolution, but another empty promise of a call back. XX/XX/XXXX @ XXXX - Called the XXXXXXXX XXXX store to inquire as to the continued issue of the missing refund. Was told that a general manager would be contacting me. XX/XX/XXXX @ XXXX - Contacted XXXX XXXX store asking for the management information, received a call back shortly after stating someone would call me. XX/XX/XXXX @ XXXX - Contacted XXXX XXXX in an attempt to obtain manager contact information, store clerk was unable to provide. Stated someone would call me back. XX/XX/XXXX @ XXXX - Contacted US Bank to enquire about the continued mishandling of the claim. As of XX/XX/XXXX @ XXXX - still no resolution. Just got off the phone with US bank and they have filed yet another claim, and promised yet another provisional credit, and promised yet another call back. Explanation of Attached Documents : Original Purchase Receipt and return receipt. Denial of Claim letter from US Bank Redacted Bank statements from the initial purchase through today. *The initial purchase is highlighted on the XXXX statement. *The provisional credit of the incorrect amount, issued by US Bank is on the XXXX statement. *The reversal of the provision credit is highlighted on the XXXX statement. Redacted transaction list from XX/XX/XXXX thru XX/XX/XXXX ( next statement isn't due for 2 more weeks and I wanted to show the continued lack of refund ). Two emails from XXXX XXXX stating a refund was being issued, and then a follow up email contradicted their earlier sentiments. In addition, I included the call logs from my cell phone with the calls mentioned above all highlighted. Total time on the phones so far is XXXX minutes or XXXX hours. This doesn't include the time I spent electronically communicating with the merchant or the time it took to put this complaint together.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55423
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is XXXX XXXX who is submitting this CFPB complaint myself. ELAN CACS CC account is inaccurately and erroneously reporting. Their intentional and willful furnishing of inaccurate information is a violation of FCRA Section 623 and according to FCRA Section 611. Please investigate and remove it from my personal credit file. Thank you. ( ELAN CACS CC XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in the forbearance plan program and before finishing they sent me a contract with all the details and the day that the payment was supposed to be resumed and I signed it and sent it, then the bank called me telling me that I could not continue with what What the contract said why I did not pay in XXXX and the very clear contract says that to start the plan the first payment would be in XXXX and before they sent me the contract a bank employee told me that my payment started in XXXX because they needed a month to do the paperwork and the contract says the same thing, I am trying to make them comply with the contract as I fulfilled and it has not been resolved I made the payment in XXXX and I still continue trying to fix the problem I call every day and talk with them and they look for more things not to worry about, I'm tired of trying to end this. thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32725
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is XXXX XXXX, who is submitting this CFPB complaint myself. I'm not swayed that Bureaus efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. The Bureaus are reporting inaccurate information on XXXX XXXX XXXX. Per FCRA, reporting must be 100 % accurate or the information must be deleted. ( US BK XXXX XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a bank account at US Bank on XX/XX/2021 based on a promotion offered me in the mail to earn {$300.00} if I kept {$3000.00} in that account within 30 days of opening the account. I deposited the funds in my account on XX/XX/2021. I also had to enroll in their mobile app within 60 days of the account opening. I downloaded the app on XX/XX/2021. Despite meeting all the requirements of the promotional offer, I have not been given the {$300.00} in my checking account. I have reached out to the representative who opened my account, but he has no answer for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94404
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Timeline of US Bank involuntarily closing my checking account ( last 4 digits XXXX ). XX/XX/2021 - Deposited 2 checks in US Bank from my son in law, XXXX and my daughter XXXX. The money was proceeds from a sale of a house. Check amounts {$92000.00} and {$15000.00} Unknown date - Logged into US Bank to see if the funds were available and saw message Our system is temporarily unable to display this information. Please try again. Checks were returned XX/XX/2021 and {$38.00} return check fee. Called XXXX to see what was up with the checks and after researching it saw that he used out dated XXXX checks that had the old routing number on them. On XX/XX/XXXX, XXXX changed partner banks from XXXX XXXX XXXX XXXX to XXXX XXXX XXXX Due to this partnership, the routing number was changed to XXXX from XXXX. XXXX didn't realize the checks had the older and no longer valid routing number. See https : XXXX XX/XX/2021 I went to the XXXX XXXX branch and spoke to XXXX XXXX to close the account and get the remaining balance of {$9800.00}. She said I could not close the account and the bank would close it and US Bank would give me my money on XX/XX/2021. She sent an email to the Deposit Risk department that only bank branches are allowed to contact She said to call the Fraud department at XXXX ( wrong number ). I called her to ask for the correct number. She said it was XXXX ( wrong number ). Called again and asked for the correct number which she finally gave as XXXX ( correct number ). She called me in the afternoon and said I needed to call my branch in XXXX XXXX, ID where I opened my account. Spoke with XXXX at XXXX. He said that the main office said he could give me the money but didnt know the exact balance so he refused. He had a rude attitude Called my son in law and asked him to call XXXX. He called him and explained that he was the one to make the mistake. XXXX offered to forward over documentation that his XXXX account had more than enough funds to cover the checks and the mistake was a routing number that had changed on this account. XXXX said he would look into it and call XXXX back. XXXX never called back and no more updates have been received by him. I completed a form on XXXX XXXX. XX/XX/2021 - XXXX XXXX XXXX XXXX called and said I should contact the Consumer Financial Protection Bureau and send him these details. I'm attaching the evidence : * Deposit receipt * Copy of one of the checks from XXXX 's XXXX account * 2 letters from US Bank " RE : A hold has been placed on your account ending in XXXX '' * Ledger from XXXX 's account showing his account balance had enough funds XX/XX/2021 the date of the deposit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A