Date Received: 2021-10-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XX/XX/XXXX : I purchased a VISA gift card in the amount of {$75.00} on XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX using my XXXX Visa card. The gift card # is XXXX XXXX XXXX XXXX. XX/XX/XXXX : I kept the gift card in the cardboard encasement and gave it as a gift to someone who kept it securely until she was ready to use it. Approx. XX/XX/XXXX : The giftee attempted to use the card at a business and was told by the merchant that the card had never been activated. She then called the number for XXXXISA on the back of the card and was told the same : it had never been activated. VISA offered no resolution other than return it to the person who gave it to you and tell them to take it back to the store where it was purchased. XX/XX/XXXX : The giftee returned the card to me on XX/XX/XXXX. I called the XXXX store and asked to speak to the manager. After getting the run-around from customer service, I was told there was nothing they could do and to call back tomorrow when the manager was on duty. XX/XX/XXXX : I spoke to XXXX XXXX, the store manager. He said it was against XXXX policy to deal with card activation issues. He told me to call XXXX. XX/XX/XXXX : I called XXXX and was given a number for XXXX finance department to call later, when they would be open. The reps name was XXXX, who noted that counterfeiting of gift cards was a common problem ; this could be such a case. XX/XX/XXXX : The first XXXX finance person I spoke to, XXXX, said that she could see that the card was in fact activated on the date of purchase, and then used in XXXX, KY on XX/XX/XXXX. I told her this is not what Visa said their position was that it had never been loaded or activated. She said Visa was wrong, but I must call VISA at the number she gave me. That number was no good and I had to call back and get a correct phone number. This 2nd XXXX contact provided the card ID ( aka XXXX ) of XXXX, stating I would need to provide this number to VISA along with the gift card number. XX/XX/XXXX : I called the VISA number that XXXX provided : XXXX. I reached on offshore help desk that was of no help at all they insisted that I go back to the store. I had to repeatedly insist on speaking to a supervisor. When the supervisor named XXXX finally came on the line after 15 minutes of waiting, he was difficult to communicate with and kept changing what he wanted me to do. He finally agreed that it appeared to be a counterfeiting/fraud problem especially because the card was used in a faraway state and said I needed to open a dispute. He said he would send me a form right away, but I did not get it, nor would he give me his name or a case #. ( I did get a XXXX case number ( XXXX ), but no one has followed up from XXXX, either. ) XXXX gave a time frame of 90 days to resolve, which is ridiculous. XX/XX/XXXX : I received a letter from the Visa Prepaid Deptpartment stating my dispute was resolved and that I had received a credit to my account on XX/XX/XXXX. I assumed by account, this meant my own credit card on which I purchased the giftcard. Since there was no such credit on my own card, I called the Giftcard Visa dept to ask about this. XX/XX/XXXX : Spoke with 2 different reps at the VISA giftcard dept : Per XXXX, at XXXX XXXX ET, {$75.00} was on the card, she just needed to activate it. She said to wait 20 min to an hour, then check the balance online to confirm the {$75.00} was loaded. XX/XX/XXXX : At XXXX XXXX ET, I checked the balance on the gift card. Its was {$0.00}. XX/XX/XXXX : Called Visa again at XXXX XXXX ET. Representative " XXXX '' agreed there was no balance on the card but said the CID had been linked to an entirely different VISA giftcard, not the one in my possession. She stated that my giftcard was linked to a different CID! She could explain how or why this could have happened. I informed her that the CID I was given was confirmed by XXXX XXXX, was also confirmed by XXXX when I opened the dispute, and was also the number written on the dispute resolution letter than I received. XXXX said she would have to send me an entirely new gift card with {$75.00} loaded and it would take 10 business days. Net, the letter I got was definitely not closure to this case. No one ever loaded the card I had in my possession or confirmed it was linked to the CID I was given. I was lied to by XXXX, the previous rep when she stated the card was loaded and now activated. XX/XX/XXXX : I called back the next day to see if I would get the same story, since I have heard multiple conflicting stories from this Visa outfit. I spoke to XXXX, who said I would be getting a new card which I will then have to activate myself, and as a result, the giftee will not be able to check the balance on because the card will be registered in my name, whatever that means. In conclusion, I have no confidence that I will ever receive compensation for my loss. I want a refund, not a newly loaded gift card anyway. I am not going to embarrass myself further by giving someone a gift that ends up being so problematic and wasteful of everyone 's time. I believe this Visa giftcard organization is a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home on XX/XX/XXXX using a VA Home loan Through U.S. Bank office branch located in XXXX, IL XXXX. I am a XXXX Veteran in the state of Illinois and am property tax exempt. My closing disclosure specifically states that i will not have an escrow account set up for County Property Taxes. US Bank Disbursed out of my escrow for property taxes that were credited to me during the closing process causing a shortage in my escrow. US Bank has now tried setting up an escrow account for county property taxes increasing my payment from {$750.00} to {$1000.00} ( if the shortage is paid in full ). My current payment including 1/12 of the shortage amount and the estimated escrow will be {$1300.00} nearly doubling my minimum payment. I have contacted my local branch and their corporate customer service via phone. I have not had this issue resolved and I believe it is pure negligence from US Bank and my loan officer for not providing documents that were submitted to them and causing undue hardship and not abiding by the final closing disclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62801
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: 1 ) On XX/XX/XXXX I purchased a MasterCard Gift Card from XXXX issued by US Bank distributed and serviced by XXXX XXXX California , Inc. Card number : XXXX XXXX XXXX XXXX. 2 ) On XX/XX/XXXX I activated the card and discovered that on XX/XX/XXXX there were 3 fraudulent charges, {$72.00}, {$47.00}, & {$56.00}, totaling {$170.00} all to a shoe store in Massachusetts. I immediately notified prepaidgiftbalance.com at XXXX. After an extended hold I spoke to a XXXX. He gave me a claim # XXXX. He directed me to send my contact info, proof of purchase, copies of the front and back of the gift card as well as my California drivers license by fax to : XXXX. I have copies of those documents and fax verifications. 3 ) On XX/XX/XXXX I faxed a letter demanding action on the claim. 4 ) Life got in the way and there was no follow up until XX/XX/XXXX. 5 ) On XX/XX/XXXX I spoke to a XXXX who took my info and she said she would forward the info and call to the fraud unit. 6 ) After 41 minutes on hold a XXXX asked for the card number, placed me on hold, and then was disconnected. 7 ) I immediately called back and spoke to a XXXX. She needed to forward to the Fraud Team and she told me I would receive a call back within 24 hours. 8 ) On XX/XX/XXXX having received no return call, I called and spoke to an XXXX at XXXX who stated that she was a senior fraud representative. She asked me to fax complete documentation including proof of faxes to XXXX, which I did. She told me to allow 90 days to investigate. 9 ) XXXX! I have documentation for all of the above events. I have been stonewalled with their hope I would just go away... and it almost worked. I am fortunate that I am not in dire financial straits and desperately needed the money. I believe their tactics routinely take advantage of those less fortunate. As a side note, I did purchase another MC Gift Card that I hadn't activated. After identifying this problem I activated it and to my surprised it was drained down by {$190.00}. Since it was a different I will file a separate complaint. However, the tactics are very similar to this complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95336
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX I opened an account with XXXX XXXX XXXX card. At that time, I was given a credit limit of {$8500.00}. I used it to transfer 2 balances from 2 other cards and had a few other purchases but remained well under the {$8500.00} credit limit. During that time, I have paid every month on time and no missed payments. Today XX/XX/XXXX I received a letter informing me that my credit limit was reduced to {$6100.00}. Which has now cause my card usage to go from 70 % which I know is high but was working on reducing it to 97 % usage. That is completely unfair to do and will have adverse affects to my credit for the next several months while I now scramble to try to pay it down. I was told it was due to factors on my credit file, however the only difference in my credit file has been my score that has increased. I used XXXX to keep track of my credit score and when I applied for this card I was in the high XXXX. I am now in the XXXX range and do not understand how a company could put a customer into a position, on purpose, to hurt someones credit file. This is pathetic customer service for someone who has never been late and was given a credit limit 5 months ago only to have the credit card company decide to decrease it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During COVID my husband and I went on a forbearance program for our mortgage with US Bank for 5 months ( XX/XX/XXXX through XX/XX/XXXX ) We were receiving paperwork in the mail stating by signing we accepted the forbearance period amount ( {$8900.00} ) would go to the end of our mortgage loan. We had issues submitting this paperwork first due to US Bank failing to change my last name which I had requested multiple times before. Because my name was incorrect the notary would not sign and send for us. We eventually were able to sign these documents providing proof of my marriage license to the notary and submitted them to US Bank. We then a couple of weeks later received a letter in the mail stating we were behind on payments and that US Bank would put us through a foreclosure. This is when my husband had called and a US Bank representative told us they had seen our signed papers and we had nothing to worry about. We were assured we would not lose our home due to this issue. During this phone call and a few others the representatives each time stated they had taken notes. These notes and phone calls state we were up to date on payments. Although when we would receive our mortgage statements it had always shown we were past due. This is why we had multiple phone calls with US Bank. US Bank states all calls may be recorded at the beginning of each call, so if necessary these phone calls should be able to be pulled. We are currently trying to refinance our home and had a conference call with the credit company to verify we were up to date on payments and all of a sudden US Bank had changed their story. Now this week we are receiving tons of mail stating they will be putting our home up for foreclosure if we do not become current on the " late payments ''. Also stating they reserve right to accept or deny our partial payments of the total amount due without waiving any of their rights including the right to proceed in foreclosure. I have also just now received a letter dated XXXX XXXX that US Bank has recently received my request to change my last name and asking for documents I have already sent them through email multiple times in the past year. We find it suspicious that all of a sudden when we are trying to refinance our home, now we are " late '' on payments and are receiving numerous letters Dating from XX/XX/XXXX through the XXXX of XXXX saying we could potentially lose our home through foreclosure. We have been making consistent payments since XXXX of XXXX when our forbearance was over. These payments have been processed and accepted by US Bank. All of which we have proof of. During our latest phone call with US Bank on Thursday XX/XX/XXXX with US Bank representative XXXX they had tried pushing us through a refinance program with US Bank. They had given us about three options and highly recommended we had made a decision over the phone immediately and would not send us these options via email. We had requested to have these refinance options sent to us through email so we could review closer if this was our only option, but were denied that request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: US BANK AUTO LOAN - LATE PAYMENT REPORTED I have two car loans with US Bank. First loan is set up on Auto payment. The second loan, the website would not allow me to set up auto payment for the same account. When I make payment manually, the website does not allow autopayment set up at that time. Finally I sent the paper form for autopayment. The form was never entered into the system. The payments were not processed and late payments were reported to credit agencies which negatively affected my score. Again no voicemail ever! When I asked US Bank why didn't you call me and left me a voicemail. They said they are not required to leave voicemail. Their calls and mails are drowned in tons of advertising mails and calls we get from US bank. They do not come on line but instead say press 1 to connect which sounds suspicious. They do not leave voicemail. The paper notices and emails are mixed with tons of spam mail. They reported and ruined our credit without ever talking to us or leaving a voicemail. I did my part by sending the form but they say they never received it. Their online system, mail system and phone policies are aligned to make us fail from making payment on time despite all good intentions. I had excellent score of XXXX now ruined. This is pure harassment and disregard for someone's hard work of while life by ruining their credit without making appropriate effort to convey message. All I needed was one voicemail. I offered to pay the entire loan so that this negative payment can be removed. I could not get anywhere with their customer service. I work very very hard for my family. As a XXXX I work hard at XXXX. I wake up at XXXX XXXX and do not look back. I feel frustrated and helpless where my financial situation is ruined by US bank. Bank 's system did not allow customer to easily make autopayment and did not use effective communication. In addition, made trivial effort to inform the customer hidden in tons of calls and mails without leaving one real voicemail before ruining the credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92127
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
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: Fraudulent charges were made to our card and a new card is being issued. Our current card is now cancelled but the card won't arrive for 2 days. We have purchases we need to make on our credit card tomorrow but we now have no way of making them. We asked to have the new card overnighted but were told that is not an option. We also asked if we could be provided with the new card number through a secure method of communication but were also told no.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60126
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I noticed these fraudulent accounts and inquiries on my credit reports and I've disputed them several times with the companies and XXXX, XXXX and XXXX and they are still stating these are mine without properly verifying. Some of these items are more than 7 years old. Please remove the following fraudulent accounts and inquires immediately, thank you. Account Opened Amount XXXX XXXX XXXX XX/XX/XXXX {$2700.00} XXXX XXXX XXXX XXXX XX/XX/XXXX {$0.00} XXXX XXXX XXXX XX/XX/XXXX {$2900.00} XXXX XXXX XXXX XXXX XX/XX/XXXX {$970.00} XXXX XXXX XXXX XX/XX/XXXX {$360.00} XXXX XXXX XXXX XX/XX/XXXX {$86.00} XXXX XXXX XX/XX/XXXX {$190.00} Hard Inquiries XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30260
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: ELAN FINANCIAL SERVICES is continuing to report false data about an account balance and active account. This account was closed back in XXXX and has a XXXX balance. This was a Secured Credit Card. I already received the secured deposit back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85295
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Elan Financial Services erroneously charged me fees. These fees led to the account being reported as " late '' to the credit bureaus. Elan acknowledged that these fees were erroneous and has since reimbursed me. I would like them to remove the derogatory payment history with the credit bureaus. I have sent a letter to Elan Financial credit bureau dispute department, but they sent me a seemingly pro-forma letter denying my request. Their response letter made it obvious that they did not even read my original complaint fully.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 943XX
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A