Date Received: 2021-10-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I contacted US Bank Reliacard to file a fraud complaint concerning a large amount of money that was missing from my account, {$5600.00} to be exact. On that day I had the opportunity to reconcile the entire account with a reliacard fraud liason by the name of " XXXX ''. We reviewed the account together since its inception date of XX/XX/XXXXXXXX up until XX/XX/XXXX. Her determination during our conversation was that my suspicions were valid and that the claim was legitimate. She then told me she was sending me account affidavits that I would need to sign in front of a notary and return to her within 10 business days of receiving them, which I did. I received a denial of claim letter in the mail on XX/XX/XXXX and called reliacard to express my disappointment and let them know that I would still be pursuing a refund of my money regardless of what the determined since I was telling the truth. During our conversation on XX/XX/XXXX XXXX had told me that she had to cancel my card ending in XXXX so no further fraudulent transactions could be made, I agreed. At that point I had no access to my account since there is no physical bank you can go to, only use the debit card to access your funds. I tried for 2.5 months to be issued a new card and reliacard would not send one to me until I satisfied the ID verification process to their satisfaction. I was not able to accomplish that until XX/XX/XXXX when a new card was finally sent to me, a card ending in XXXX. My prior card number was ending in XXXX. As money continued to diappear from my account I contacted them several times finally requesting a full account of my debits, purchases, any and all account activity since XX/XX/XXXX to be mailed to me. At first she sent just the month of XXXX so I had to reach out again and request the full account history which I just received on XX/XX/XXXX. In looking at the statement there are {$11000.00} in debits from my account in XXXX, {$2100.00} in XXXX and {$1000.00} in XXXX none of which were made by me since I had no access to my account whatsoever until XX/XX/XXXX when they finally sent me a new card. So I am filing a claim for {$20000.00} to be returned to me with interest of 3.0 % compounded daily. In speaking with reliacard today she let me know she found two other cards that I had never seen, one ending in XXXX and the other in XXXX. The XXXX one was opened on XXXX and closed XX/XX/XXXX and had over 500 transactions on it. She would not tell me what address they had sent them to. I tried to get her to file a fraud complaint and she refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello I found a chapter XXXX XX/XX/2021 the mortgage was XXXX stated by US Bank the original mortgage was XXXX once I filed a chapter XXXX and mortgage went back to XXXX I've been paying it for the last 3 months I missed a payment in XXXX bankruptcy got dismissed XX/XX/2021 I received a mortgage statement stating that I owe {$2000.00} in a letter saying that I can apply for a loan modification. Apply for mortgage assistance in my county do the covid also contact the US Bank home mortgage and requested a loan modification packet XX/XX/2021 at that time I was denied I'm unclear while I was denied and why the packet wasn't sent out when I'm sitting here looking at a letter that they're offering me a loan modification also I'm in the middle of trading my vehicle in because I got engine failure my {$2000.00} that's impact in my credit score is stopping me from getting a vehicle to continue on I need better communication with this creditor and I am not trying to lose my home due to lack of communication otherwise they're going to force me back into bankruptcy to secure my home and that's totally not fair when I screwing up my credit score when I need that for other things and to survive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44035
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Beginning in XXXX of 2021, I was defrauded by a company called Voyager who used ACH information from an app to make unauthorized charges against my account. I immediately made a police report, and then contacted the US Bank Fraud department to let them know. The person on the phone did the claim wrong making it a " dispute '', which I thought may have been a mistake by the associate, but now believe it was intentional to stall me. I was told after a month of waiting that they " had to be redone as fraud claims not disputes, because the Us Bank associate did it wrong ''. I physically went to my local bank, submitted the police report to them for case # XXXX about Voyager, and then spent 2 hours with my local banker going over each and every fraud claim totalling {$1800.00} before I signed each of these documents with him present, and watched him fax each of these signed and dated documents to the US Bank fraud department and receive fax confirmations for each. I then called the US Bank fraud department the next day to verify they received each of these documents, and spent another 45 minutes verifying each and every one of the pages and claims they had on file, and the dollar amount of {$1800.00} was verified. I was then told to wait days, and then weeks, which turned into months, after US Bank could only reclaim {$1400.00} out of the {$1800.00} total. The time when they said I would have ALL of the funds back in my account had long passed. My father died in the month of XXXX, and US Bank had taken and withheld the remaining amount of {$420.00} and has refused to give it back. I spoke with the liaison department about the matter, and they told me that after several bankers had been able to find these claims and address them previously, they were now suddenly " missing '' and had to be redone, but they were able to " find '' one for {$100.00} somehow a few days later and credit it back, but that the rest for the remaining {$320.00} went " missing ''. I was without the {$300.00} I had needed as an emergency - my own money denied- and could not pay expenses for my father 's funeral and other bills, to where I had to take out a payday loan elsewhere which cost me over {$1000.00} to repay due to intentional withholding and prejudice by US Bank. I wrote in to the CFPB at least twice now about this, and that is when US Bank 's lies in writing began. US Bank responded that they had not been able to complete the claim for the remaining {$320.00} because they now " didn't have the paperwork for it '' ( ANYMORE ) but also tried to pretend that they had to be made as " credit or debit card claims '' saying that the {$320.00} suddenly wasn't ACH - which is impossible - because the Voyager company that defrauded me NEVER HAD MY CREDIT OR DEBIT CARD NUMBER AND ONLY HAD ACH AND ROUTING INFO. Once US Bank 's fraud department was caught in this lie, they sent additional fallacies in writing to me via the CFPB which you should still have on file, telling me that I can receive my money back by making the debit or credit claim with US Bank. I called US Bank 's separate department for debit and credit claims, and they said they had no idea why they would tell me that since THEY VERIFIED THE CLAIMS AND PAPERWORK THAT THE FRAUD LIAISON DEPARTMENT SAID WAS " MISSING '', WAS NOW SUDDENLY IN FRONT OF THEM, TOTALING {$1800.00} AND ALL IN ACH, NOT A SINGLE DEBIT OR CREDIT CHARGE. MUST BE MAGIC! So I called back to the XXXX center letting them know that NONE of these transactions were " credit or debit '', that I just verified with their credit department they were all ACH ONLY, and that I will NOT allow them to stall me and lie to me anymore to where the claims age out of the period where they can still be on file and handled so that US Bank can get away with KEEPING the money stolen from me they had just reacquired from Voyager who stole the larger amount before them. After numerous lies from " we'll call you '' to " here 's their email address to respond directly '' ( which after 3 emails they NEVER ONCE RESPONDED. THEY ONLY RESPONDED HERE ), I was eventually told that I " would get my money back by going to the local banker I filed the claim with, and having him redo the ones for {$320.00} as credit claims instead ''. I spoke with the bank manager at my local bank yesterday about doing this. She said she would call them and follow through with what they told me. She called me this morning to tell me that she received an email from them - the people above the liaison department - that she is NOT allowed to help me, that they will be keeping my money ( stealing the {$320.00} ), and closing the claims and case. I will NOT be financially discriminated against, stolen from, lied to, or let the grief and suffering caused by this godforsaken establishment go unpunished. I am interested in suing US Bank for discrimination, theft, intentional negligence, loss, pain and suffering, and other damages for an undisclosed amount after what they have done to me with this, and taking the money that belonged to me that I needed to bury my father 3 months ago. I am requesting legal assistance if possible via the CFPB with regard to this matter. If unavailable, I will seek legal counsel for a lawsuit from a legal team to pursue further. I will also need the address for which legal requests and subpoenas are sent to at US Bank to initiate the lawsuit against them. Thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44515
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I AM XXXX XXXX AND IM SUBMITTING THIS COMPLAINT MYSELF AND THERE IS NO THIRD PARTY. MY PURPOSE OF THIS COMPLAINT ISN'T TO GET THIS ACCOUNT VALIDATED ( ACCOUNT # XXXX ), THE PURPOSE OF THIS COMPLAINT IS TO ENSURE THIS ACCOUNT WILL BE PERMANENTLY REMOVED FROM MY CREDIT REPORT AND TO BE PAID FROM THIS COMPANY FOR THEM VIOLATING MY CONSUMER RIGHTS. PLEASE UNDERSTAND THAT I AM NOT SAYING THIS ACCOUNT WAS OPENED WITHOUT MY PERMISSION, I AM CLEARLY STATING THAT YOUR COMPANY VIOLATED MY CONSUMER RIGHTS. ALSO, PLEASE DONT TRY TO SAY THE FCRA, FDCPA, AND TILA ACT/ TRUTH AND LENDING ACT DOESNT APPLY TO YOU BECAUSE YOURE NOT A DEBT COLLECTOR, WHEN IN FACT THE TERM DEBT COLLECTOR MEANS ANY PERSON WHO USES ANY INSTRUMENTALITY OF XXXX XXXX OR THE MAILS IN ANY BUSINESS THE PRINCIPAL PURPOSE OF WHICH IS THE COLLECTION OF ANY DEBTS, OR WHO REGULARLY COLLECTS OR ATTEMPTS TO COLLECT, DIRECTLY, OR INDIRECTLY, DEBTS OWED OR DUE OR ASSERTED TO BE OWED OR DUE ANOTHER. NOTWITHSTANDING THE EXCLUSION PROVIDED BY CLAUSE ( F ) OF THE LAST SENTENCE OF THIS PARAGRAPH, THE TERM INCLUDES ANY CREDITOR WHO, IN THE PROCESS OF COLLECTING HIS OWN DEBTS, USES ANY NAME OTHER THAN HIS OWN WHICH WOULD INDICATE THAT A THIRD PERSON IS COLLECTING OR ATTEMPTING TO COLLECT SUCH DEBTS. FOR THE PURPOSE OF SECTION 16g2f ( 6 ) OF THIS TITLE, SUCH TERM ALSO INCLUDES ANY PERSON WHO USES ANY INSTRUMENTALITY OF XXXX XXXX OR THE MAILS IN ANY BUSINESS THE PRINCIPAL PURPOSE OF WHICH IS THE ENFORCEMENT OF SECURITY INTERESTS. SO, FROM THE DEFINITION ABOVE WE SEE THAT A DEBT COLLECTOR MEANS ANY PERSON WHO ATTEMPTS TO COLLECT A DEBT, WHICH WOULD ALSO BE YOU!!! UNDERSTAND THAT YOURE UNDER PENALTY OF PERJURY. Elan Financial Service violated 15 usc 1602 ( l ), 15 usc 1692j ( a ), 15 usc 6801 ( a ) ( 1 ), and 18 U.S. Code 8
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XX/XX/XXXX the financial crisis of the pandemic caused me to once again fall behind with my auto loan. Due to a technical error and user error my payment that I processes on XX/XX/XXXX was processed thru an external account prior to funds being available. Usually it takes 2 days for processing however my payment was processed the very next day which caused my payment to be returned and not satisfied until one day after being reported to the credit bureaus as a 30 day late... This caused my credit score to drop 72points. In addition I verified that for months XXXX, XXXX, & XXXX of XXXX no payments has been reported as per the installment agreement arranged in XXXX of XXXX ... On Time reporting for covid 19 reasons. I wrote the CEO, XXXX XXXX in late XXXX, unfortunately my concern was passed on and processed without consideration of my account status nor my loyalty with their company. I employed XXXX XXXX in XXXX of XXXX and they were successful in getting my US Bank account corrected with XXXX only. The accou nt was corrected with XXXX, however after after 45 days the incorrect information came back. XXXX has remained unchanged after several attempts to resolve directly with US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: ( 1 ) On XX/XX/21, I was charged a recurring fee of {$6.00} by XXXX, which overdrew my account by {$6.00}. This was paid by the bank. ( 2 ) On XX/XX/21, US Bank charged me an OD fee of {$32.00}. ( 3 ) On XX/XX/21, I deposited {$10.00} -- an amount which would have been sufficient to bring my account into positive status had the {$36.00} OD fee not been charged to my account. ( 4 ) I opted out of Courtesy OD protection upon opening the account. I have always been in opt-out stauts. ( 5 ) On XX/XX/21, I spoke to XXXX at US Bank for a waiver of the {$36.00} OD fee. It was not approved. I am requesting that the {$36.00} OD fee be waived. {$36.00} is unconscionable for an overdraft of only {$6.00}. OD fees should be progressive and not result in a forfeiture.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: i applied for a checking account with us bank i checked the box that asked if i wanted to attach my usbank credit card to the checking account no where did it say on the application that i was applying for a usbank credit card they did a hard inquiry on my credit i asked them to remove the hard inquiry they refuse to remove it they say it was part of the application process this makes no sense i don't think that you have to apply for a credit card to apply for a credit card to apply for a checking account at us bank and if you do they should tell that you are applying for a credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I received a letter in the mail from US Bank in early XXXX that stated my credit card had been closed due to inactivity. When I had time to call them, I contacted the US Bank credit card company to request to re-open my closed account. I called on XX/XX/XXXX to make this request and was told I was not able to re-open the card/account over the phone and that I would have to submit either a letter in the mail or via fax to request the account be re-opened. I was told I needed to include the request as well as my annual income, whether I rent or own, and my portion of the monthly mortgage/rental payment. I was not informed of this needing to be done by a specific timeframe. I submitted this request via fax on XX/XX/2021. When I called in to verify my fax was received, I was told I would receive something in the mail as to the decision. The decision I received was that I was outside of 30 days and could not re-open the account. I wanted more information and to express frustration at not being told about needing to have this done in 30 days, so I reached out to US Bank again. The person I spoke to on the phone that day for about 30 minutes tried to explain the process, but during the phone call, realized I attempted to re-open the account over the phone on XX/XX/XXXX but I was told that was not possible. She informed be that they absolutely could have re-opened the account over the phone and they would take another look at this because of the error. Naturally, I received a letter about one week later saying the request was outside of 30 days. I again called US Bank at this time ( XX/XX/XXXX ) to try to understand this as nothing more was said in the letter. I spoke to another female that morning that tried to explain that there was nothing they could do since it was outside 30 days ( despite multiple attempts within 30 days ). After the conversation going nowhere, I asked to speak to a supervisor ( the female I spoke to to begin the call was the 4th or 5th person to tell me something different about the process to re-open an account ). When speaking with the supervisor ( XXXX, I believe ), she informed me that it wasn't the fault of the first person I spoke to about saying the card could not be re-opened over the phone because, " They don't know that is an option. '' Of course, this was very frustrating as I was speaking to the credit card services for US Bank when I was told there was no way to re-open the account over the phone despite that absolutely being an option. As the phone call with the supervisor continued, I was told that the fax I submitted was outside of the 30 days window ( again, never informed of this in any letter about the account being closed or in my first phone calls with US Bank ). I asked the supervisor when the fax needed to be submitted, which I was told was XX/XX/XXXX. I told her that is when I submitted the fax as I submitted it from my office before I left for the day, and I did not work on XX/XX/XXXX, which is the day they claimed they received the fax. I asked her if I still had my transmittal page showing the date/time I sent the fax, if that would show I was within the 30 day window ( basically like a postdate on a letter ). She said that if I still had it, I should fax it in to show that it was sent on XX/XX/XXXX, not XX/XX/XXXX. This last Wednesday ( XX/XX/XXXX ), I sent the transmittal page in via fax and the reference number I was provided during my discussion with the supervisor. I called in today to just check whether they had received the fax or not, but was told they did receive but nothing could be done as it is outside of the 30 day period. I tried to discuss with the male on the phone ( XXXX, I believe ) what had transpired over, at this point, six phone calls I believe. He was intentionally vague and just said it was outside of 30 days so there is nothing that will be done at this point. I explained to him my numerous discussions with US Bank prior ( lack of knowledge by certain service members, being told numerous different conflicting things, what the last supervisor I spoke to told me I needed to do, etc. ) and that I was told if the fax shows it was XX/XX/XXXX, that would be within 30 days. After just trying to get me off the phone and telling me I have to apply for a new card, he said now the fax needed to be sent one day prior to XX/XX/XXXX. I pretty much gave up at this point and eventually hung up the phone. I have never seen such horrific customer service/knowledge of one 's product from a company in my life. They were all very nice over the phone and XXXX was somewhat professional enough despite trying to end the conversation 15 seconds into us talking but how am I the one being punished in a situation that I have tried to rectify over-and-over again based on the information I'm give that has been wrong each time. All I am trying to do is re-open an account that has been with US Bank for 12 years and each phone call has led to another incorrect statement or withholding information from the account holder. Simply put, if you are going to put a deadline on something, make the consumer aware of this deadline at any point between multiple phone calls and letters. And when you do wrong by telling your consumer something can not be done that easily could have been done that day within 5 minutes ( told to me by another US Bank representative ), just admit your wrongdoing and make it right. This account should have been re-opened within 30 days based on numerous attempts by me, but US Bank keeps finding ways to say no.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80108
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
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: This is a follow up to complaint XXXX and case number XXXX. US Bank denied my dispute for {$3500.00} under the Fair Credit Billing Act, " If you think there is an error on your bill, you must contact us within 60 days after we send you the statement the error appeared on. Unfortunately, your inquiry about this transaction was received after this 60-day period had passed, and we are unable to assist you further. '' Per the XXXX XXXX statement where the transaction appears, the wording under Information About Your Account states, " If you have a problem with the quality of goods or services you purchased with a credit card, and you have tried in good faith to correct the problem with the merchant, you may not have to pay the remaining amount due on the goods or services. You have this protection only when the purchase price was more than {$50.00} and the purchase was made in your home state or within 100 miles of your mailing address. '' I have tried in good faith to resolve the issue with the merchant. Merchant has told us to go to XXXX to get XXXX to fix the issue. The purchase was more than {$50.00} and the purchase was made within 100 miles of my mailing address and in my home state. I am not raising an issue with a billing error but with the dissatisfaction of the goods and services. Does US Bank not have to honor the rights for the cardholder since it took over XXXX XXXX? Even US Bank has a disclosures regarding the " Your Rights If You Are Dissatisfied With Your Credit Card Purchases '' and there is not any mention of a 60-day period. The criteria for a 60-day period is under " What To Do If You Think You Find A Mistake On Your Statement ''. This is not a complaint regarding a mistake but with the my rights since I am dissatisfied with my credit card purchase, which falls under " Your Rights If You Are Dissatisfied With Your Credit Card Purchases ''. Based on the agreement I entered into with XXXX XXXX XXXX when I applied for card, this complaint falls under the criteria for " Special Rules for Credit Card Purchases '' as stated in the enclosed XXXX XXXX Credit Card statement where the {$3500.00} appears.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have opened a new bank account with US Bank and they needed proof of address. I've sent in my i.d . social, two forms of mail, my marriage license & the front & back page of my signed lease and they still will not release my funds. But they sent me my credit card and another fraud paper in the mail so they sent that stuff to an address that they " can't confirm '' but won't release my funds to me. That makes no sense and now I see it as they are stealing money from me. Please contact me back at XXXX or XXXX thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86409
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A