Date Received: 2024-03-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US Bank put an unreasonable hold on a check I deposited, and then refused to provide me with a written justification for the hold, as required under 12 CFR 229. I deposited a check, payable to me and endorsed in ink by me, into a US Bank ATM located at the US Bank office in XXXX, California. The payable amount of the check was {$7500.00}, and was drawn on a US-based bank. When the deposit was made, I was not apprised that a hold, of any kind, would be placed on the check. The deposit of the check into the ATM took place on XX/XX/XXXX, a Saturday. On Tuesday, XX/XX/XXXX my online bank statement from US Bank showed the {$7500.00} deposit as COMPLETED. My checking account balance was shown to be roughly {$7100.00}, reflecting two small ATM withdrawls and about six debit card transactions, all made subsequent to the deposit of the check in the ATM. In addition to the above-listed legitimate debits from my checking account, my online statement showed a {$36.00} overdraft fee debit, despite my account history before, and subsequent to, the {$7500.00} deposit, never being negative. Also, on Tuesday, XX/XX/XXXX, I received an email from US Bank, alerting me that my account had a negative balance. The alleged negative balance did not appear on my online bank statement at that time, but an overdraft fee ( see above ) was shown as being deducted from my ( considerable ) checking account balance. On Tuesday, XX/XX/XXXX, I attempted to resolve the discrepancies with an employee at the US Bank office in XXXX ( where the check had been deposited the previous Saturday ). The US Bank employee stated that a hold had been placed on the {$7500.00} check, and that NO funds from that check would be available to me before Tuesday, XX/XX/XXXX. I was told that my checking account balance was overdrawn by over {$300.00}, due to the purchases made after depositing the check. When I asked the US Bank employee for the reason for the hold, I was told the check exceeded a certain amount, and was considered a " large deposit ''. The employee did not provide me with a written statement of the hold, its amount, its duration, and its justification. The employee did not inform me that a " large deposit '' can only be withheld for an amount in excess of {$5500.00}, such that {$5500.00} be available not later than XXXX business days after the date of a " large '' check 's deposit. On Friday, XX/XX/XXXX I returned to US Bank and spoke with the same employee, requesting a written statement regarding the ( continued ) hold on my {$7500.00} deposit. I asked the employee to release {$5500.00} to my account, in accordance with 12 CFR 229, e.g. exception for large deposit amount. The employee did not provide me with a written statement regarding the hold, and did not release {$5500.00} to my account. I showed the US Bank employee a document from the paying bank, showing that the {$7500.00} deposited check had cleared on XX/XX/XXXX ; at that time, the funds from the check were in the possession of US Bank. When I presented the document to the US Bank employee, it was dismissed as irrelevant to the situation. The US Bank employee then conferred, via telephone, for approximately XXXX XXXX with someone, whom I presume was an off-site a supervisor. At the end of that lengthy process, the US bank employee told me that ( 1 ) the hold on the funds would remain in force until XX/XX/XXXX ; ( 2 ) the US Bank employee would not be providing me with a written statement, of any kind, including the reason for withhold my funds ; and ( 3 ) US Bank would mail ( USPS ) me the requested written statement regarding the hold at an unspecified time in the future. My arrangement with US Bank is to receive NO mailed statements, and instead rely on online statements and email only ; US Bank 's XXXX notice of my allegedly negative checking account balance was sent to me via email ; the US Bank employee did not agree to have the written statement emailed to me. When I requested a verbal explanation for the ( continued ) hold on the check, the US Bank employee dissembled, and provided each of the following excuses, in turn : - my checking account balance was insufficient for the funds to be deposited therein - the check was " foreign '', and thus subject to exceptional handling and a hold - the check was " non-local '' and thus subject to exceptional handling and a hold - the check was drawn on a " small bank '', requiring exceptional handing and a hold - the check was from an insurance company, requiring exceptional handling and a hold - the ATM " didn't know '' how to deposit the check in my account with a small balance- the ATM rejected the check, and cancelled the deposit - the check required exceptional handling by a bank teller, resulting in a hold When I presented a Federal Reserve press release from XXXX, XXXX, with a circled region explaining that there was no such thing as a " non-local '' check among US-based banks, the employee threatened to call the police and have me arrested. US Bank was unreasonable in continuing to hold the funds on XX/XX/XXXX, despite being shown proof that the paying bank showed the funds as having been paid on XX/XX/XXXX. US Bank 's own records would also show the funds being in their possession. US Bank sought a negligible earned interest, or fractional reserve balance, benefit to itself, with a callous, sociopathic disregard for the inconvenience, irritation and physical distress the unjustified hold would create for me. As a result of US Bank 's actions, I was, and still am, deprived of life-saving medical care and medications that are not available to me due to a lack of available funds. My XXXX XXXX presents significant XXXX XXXX without treatment ; US Bank has increased that XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-02
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: U.S. BANK has placed a charge-off on an old closed personal account that had a {$1000.00} line of overdraft protection on it, I closed the account and opened a business account the teller of the account never told me there was an overdraft of {$260.00} left on that old account that had to be paid. when I found out about the aledge debt I called U.S. BANK to dispute it also I disputed it with the three Credit Agencies but it came back as verified. I'm asking the CFPB to help me resolve this error on my credit report it is very damaging to my financial progress. According to the laws, a Financial Institution is not to share private information with a third party so I'm requesting to Opt-Out of this reporting on my Credit Report Per the FCRA as a Federally Protected Consumer I am now opting out of any and all Authorization I the Consumer may have given you Written Unwritten Verbal and Nonverbal Per 15 USC 6802 , also according to 15 U.S.C. should not be any damages on my Credit Report it is a defamation of my Character.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: I applied for a mortgage with US Bank on XX/XX/year>. I was told I was approved for a mortgage on XX/XX/XXXX. My closing was scheduled and I received a closing disclosure. On XXXX XXXX at approximately XXXX, US Bank called me to tell me I would not be able to close unless they got special approval. On XXXX XXXX at XXXX, I was told verbally that I would not be approved for the loan for reasons other than credit. I did not actually receive a denial letter until nearly XXXX on XXXX XXXX. I was told that I would be able to view the letter through the portal US Bank required me to submit documents to and where I signed documents. I downloaded all documents I uploaded from the portal at XXXX on XXXX XXXX. By the time I received the letter via email, after 10+ calls requesting information, US Bank had deleted all documents relating to my loan from the portal. No denial letter was uploaded, and all documents are removed from the portal. I have complained to 4+ people at US Bank that XXXX XXXX , my mortgage loan officer, would not and had not returned ANY of my calls in 2+ weeks. He will not call my broker back, and only occasionally responds via email to voicemails left. I have yet to speak with XXXX XXXX since at least XXXX and I have called him 10+ times. When I told US Bank that I would be filing a CFPB complaint, they stopped answering my calls entirely. They stopped answering my broker 's calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was forced to close my saving account with USbank and then I was denied to receive {$490.00} interest that was posted in my account. To find out why, on XX/XX/XXXX, I went to my USbank branch and asked the Manager why I did not receive the interest. The Manager asked me why I closed the account. I explained him that I could not transfer money on line to an external bank so on XX/XX/XXXX, I came to the bank for help. His staff reviewed my account and told me it is probably type of account that doesn't let me to transfer large amount of money. This statement was contrary to what I was told at the time of opening the account. The manager asked me again why I did not get offer for a casher check or even cash. I said they did not offer me that options so I was forced to close my account. Then he mentioned that this branch was a XXXX XXXX and since XXXX of XXXX, became a USbank and that some staff are not up to the new rules and regulations. Then I asked for a dispute. He replied he will not open a dispute because the bank has not done anything wrong. I really did not expect these statements or actions from the USbank, the 5th biggest bank in the U.S.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: My address under this account is not accurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07104
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I got a gift card in the amount of {$50.00} as a gift. I have activation and receipt for this card. When I checked the balance it was {$0.00}. I looked to see why and it had been use in XXXX at a secretary of the state. I called card company and was asked to fax information such as my drivers License, copy of the card, receipt etc. I first faxed info as requested, waited a month, no response so I called again. Again they asked for information to be sent. I did as asked and still nothing. I then began calling again. They ask to enter card number and I do then representatives come on and ask more information, they then put me on hold or just hang up on me. This is happening everytime I call. I want them to make this cards value correct or send me a new card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46176
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Last year my XXXX XXXX, XXXX XXXX XXXX XXXX, was purchased by XXXX XXXX XXXX. The transition was not very clean and after some issues with obtaining a new credit card due to the expiration of my existing credit card. I closed my checking, savings and credit card account in XXXX XXXX by visiting the local branch and requesting these accounts to be closed. This was after I waited a complete billing period to make sure all charges had cleared. In XXXX XXXX I received a letter from XXXX stating that I had a past due amount of {$15.00}. I called and inquired about the amount. At that time they said the account was closed with a {$0.00} account balance. They didn't know anything about the {$15.00}. I thought that was the end of it. Then around the XXXX of XXXX I received another letter stating that I owed {$39.00}. I called XXXX 's credit card processor XXXX XXXX XXXX and they verified that I did owe {$39.00} but could not tell me why since they recently took over processing for XXXX from the previous processor and they didn't have access to any previous statements. They stated they would order the statements which would take 7-10 days. I waited but no statements were delivered and as of this date I still haven't received any previous statements. During this conversation they also mentioned that my credit card with XXXX was still open I asked how that could be since I had closed all accounts in XXXX XXXX and they stated that the credit card account with XXXX was not closed. I requested that it be closed and a letter sent to me. A few weeks later I received another letter from XXXX with the past due amount of {$39.00} ( interest accrued ) and again I called to inquire. And again the same conversation was rehashed about XXXX unable to actually see the transaction from the previous processor. They again offered to order the statements and stated it would take around 4 weeks to get them. I asked if there was anyway I would be able to dispute the transactions from the previous processor and they didn't how that could happen. I requested XXXX to send me the statements from the previous processor. I don't have much hope of receiving them due to the past experiences. It seems that XXXX just received a balance due on accounts that were transferred and they really don't have much interest in resolving this issue since they have probably paid the outstanding balances to the past processor. They would incur the loss and not the previous processor. At that time it didn't appear that I could do anything if these were fraudulent charges so I paid the past due amount without ever knowing the actual origin of the charge. I felt like I was in a never ending losing battle. Once I closed my original credit card account in XXXX XXXX I did lose access to all statements since all of these documents were online and there would have been no way for me to know of any charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am filing this identity theft report in response to the derogatory remarks that ELAN FINANCIAL SERVICE and the credit reporting agencies are placing. I have been a victim of identity theft because I have never been associated with ELAN FINANCIAL SERVICE. However, ELAN FINANCIAL SERVICE is reporting a fraudulent account to the credit reporting agencies with a balance of {$720.00}. Immediately after I noticed this account, I contacted ELAN FINANCIAL SERVICE. I got the credit reporting agencies and informed them to place a fraud alert on my credit report and the creditor to remove my information from their database because I am not their customer. They should not have or share my information. The mentioned account was opened without my consent and authorization. It was opened without my knowledge, and I do not even know when the account was opened. Therefore, I filed this report with the CFPB to request that they get involved so that ELAN FINANCIAL SERVICE can remove the fraudulent and derogatory remarks they report on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: I paid {$350.00} as a mortgage application fee. I applied for a mortgage with US Bank of approximately {$200000.00}. My house is in a leasehold, so it requires extra steps of approval. US Bank neglected to complete ( or even start ) those steps until XXXX XXXX before closing. XXXX XXXX before closing, today, after I wired XXXX XXXX to my title company to close, I received a phone call stating that, although I was final approved, US Bank had approved a closing contingency that was impossible to meet because of timing. I have not ever received phone calls back from XXXX XXXX, nor has my realtor. US Bank sent my loan application, lacking required documentation, to underwriting XXXX times, delaying the process on their end. I am outside of the XXXX credit check window, so my credit is damaged if I need to get another mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Fidelity Cardmember Services ( underwritten by US Bank d/b/a Elan Financial Services ) , on the same day ( XX/XX/2024 ) that they closed the prior complaint with your agency, indicated their reporting the consumers credit account as *defaulted* to the credit bureaus, despite the consumer never missing a payment nor ever being delinquent with any creditor, let alone Elan Financial Services. In fact, the consumer has an excellent credit score till date. It is one thing for the Bank to decide not to do business with the consumer. It is another to intentionally harm a consumers credit under false pretenses, i.e., marking the account as defaulted, in direct response to a consumer filing a legitimate concern with a government agency. Elan Financial Services also made false allegations that : the consumer made false statements on their account application or in the maintenance of their account, and/or the consumers account is in danger of or is being used for fraud, and/or the consumer will not live up to their obligations under the terms of the Cardmember Agreement ; their associated notice has been attached. One agent mentioned a concern also documented on XX/XX/2024 around multiple claims that were recently filed. For example, multiple claims were filed ( and awarded by the bank ) on cable company charges due to the cable company not delivering on services and another on an electric company for double-billing the consumer ( once on their checking account and once on their credit card ). At the time the claims were filed, each US Bank agent validated and submitted charge disputes for the legitimate concerns brought forth by the consumer. After the regulatory complaint was filed with your agency, though, there have been multiple false allegations swiftly produced and relayed by the Banks department under scrutiny, namely the claims department, about the account to the consumer. When the consumer promptly shared their concerns with US Bank Social Media Ambassador XXXX XXXX on XX/XX/2024 over the phone, XXXX indicated his obligation to internally report any concerns that are shared with him that he believes are retaliatory. He also shared his suspicions of retaliation due to the absence of any mention of an account closure in US Banks previous reply to the CFPB. After filing this internal complaint documenting his concerns of retaliation, XXXX indicated that he would message XXXX from the Presidents Office and that XXXX should be returning the consumers call. When calling the Presidents Office, multiple representatives had indicated to the consumer that they would message XXXX to ensure that the consumer receives a callback from him. They also suggested that the consumer leave a voicemail message on XXXX direct line, which the consumer completed. XXXX has not responded to the consumer through present. When calling into the Customer Service Department, the Customer Service agent indicated that the consumer would need to speak to the Underwriting Department, the Underwriting Department referred the consumer to the Customer Authentication Department, and the Customer Authentication Department referred the consumer back to the Office of the President. The Office of the President confirmed that only XXXX would be able to speak with the consumer, and as mentioned above, XXXX has not responded till date. The company has made it impossible to address the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A