Date Received: 2021-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The US bank employee refused to add my wife to my checking account, she stated I had to make an appointment at a different branch due to them being busy. An employee was on the phone and she wasnt busy. She took a check I wanted to deposit and refused to assist me further. I asked her could she call another bank to see if they had any availability to see me and she stated she could not do that. That isnt true another employee did it at another branch after I left that US bank. She was rude and kind of mean and I thanked her anyway. She was a XXXX XXXX and seemed very irritated with myself and my wife. I am XXXX and my wife is XXXX. The bank is located at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX and it was approximately XXXX in the afternoon. She advised me to go to another branch to receive service to add my wife to my account. Again no one was in the bank and she refused to service us. We had to go to two more banks before we received service. When we went to the second US the same day - XXXX XXXX ( Client Relationship Consultant ) at US bank located at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX called the US Bank located at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX and asked if they could assist us. Her branch was really busy, however she took the time to assist us in finding a branch that could help us. So we drove to the third branch in XXXX to get assistance and they did an excellent job!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-02
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have always paid in full before the balance even due. Thus, there should not be any interest. Yet this Credit card company charged XXXX interest rate. Furthermore, the customer service are routinely abusive and racist. Note .. My email is personal and private and should NOT be used by Elan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check on XX/XX/XXXX in an ATM at US Bank in XXXX, Oregon for {$6000.00} and the amount was credited to my account incorrectly as {$5000.00}. I received a printed receipt form the ATM with a copy of the check and called the number on the back of my debt card while still at the ATM. I spoke with customer service and they were able to access my account view the check and verified it did not match the amount written. This check was from XXXX XXXX, I understand there would normally be a hold period to verify funds but not over 10 days. US Bank is not releasing the funds until XX/XX/XXXX. I have called 9 times, each conversation I am told to call another number or go through the branch where I opened the account. My account was opened XX/XX/XXXX in XXXX, Oregon I have never been back to that branch. Each time I called I explained I have a draft scheduled for XX/XX/XXXX that is for XXXX XXXX Mortgage for {$12000.00} and I expected my full account balance to be available. I called XXXX XXXX and the check processed XX/XX/XXXX. US Bank customer service told me " someone in the backroom placed a hold on your check beginning XX/XX/XXXX ''. I am so frustrated calling and being on hold so many times without anyone taking responsibility. I absolutely will close this account once the draft from XXXX XXXX is complete. I will probably be charged by XXXX XXXX and US Bank if they do not release the amount in my account. I very well should have completed this transaction through our credit union.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My roommate and I have two separate bank accounts with US Bank. A representative named XXXX froze both of our accounts while we were traveling in XXXX XXXX 209 miles from a US Bank branch and demanded we go into a branch. A separate department with US Bank had already requested a copy of identification and released the hold. This hold is arbitrary and unnecessary as the bank has already validated both of our identities. The woman is on a power trip and has clearly never understood the concept of people sharing an address. I demand access to my funds which are DIRECT DEPOSITED into this account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 wire from friends XXXX XXXX XXXX EDD of XXXX XXXX. US Bank accepted the transfer and then closed her account for Fraud Investigation which was negative and said they would return the money. Could take up to 6 months even though EDD money was for hardship death of Mom. After many attempts to Branch and many letters was told 6 months up in in XXXX Went to branch in XXXX and was told that they could take as long as they want
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95240
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This is XXXX XXXX, who is submitting this CFPB complaint myself, and to inform you that there is no third party involved in the process. I'm not swayed that the companies efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. The companies are reporting inaccurate information. Per FCRA, reporting must be 100 % accurate or the information must be deleted. XXXX XXXX XXXX XXXX XXXX CARD 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: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I disputed a charge of {$290.00} from XXXX that occured XX/XX/21 with Cardmember Service at US Bank, as XXXX falsely advertised a last-minute bargain plane ticket through XXXX XXXX that I purchased around XXXX XXXX on Saturday XX/XX/21. A few hours later when it was time to check in through XXXX XXXX, the flight was at full capacity and I could not select a seat, as it was an overbooked flight. Travel insurance was purchased for an additional {$20.00} in addition to the {$270.00} cost of the flight. This was a one-way flight from XXXX, AZ to XXXX, MO scheduled for Sunday XX/XX/21. After I was unable to check in and select a seat, I reported to XXXX on their customer service support chat on XX/XX/21 the issue to XXXX, the agent at XXXX. This was in the afternoon of XX/XX/21 prior to the scheduled departure of this flight on XX/XX/21. The XXXX protection that was sold to me was noted in an email XXXX sent me immediately following the purchasing of the ticket at around XXXX XXXX providing me a policy from XXXX which advertises the ticket as protected at 100 % refundable if cancelled prior to departure. I told the agent at XXXX I could not take the flight due to overbooking and the agent ignored this and said I could cancel with no refund from XXXX but after cancelling could get the refund through XXXX, which I had the policy with already for and the agent even provided me with the phone number and contact info for AIG, which was the travel protection, and the company had already changed names since purchase. I agreed under those conditions as I anticipated the full refund from what the chat agent told me, and cancelled with the agent at XXXX XXXX on XX/XX/21, even though XXXX should have immediately refunded me for this overbooking but instead put an unusable travel credit voucher on my account I had no way of using. After chatting with XXXX Customer Service on Saturday XX/XX/21, I filed a claim with AIG XXXX of their website, as I called their offices, and they were closed on the weekends. The third-party coverage was not XXXX XXXX , it was AIG I filed the claim with, and was then passed off to a company called XXXX to make the decision on the claim, which this company had different conditions and guidelines. I filed the claim with XXXX but I was denied the claim, as there were different terms I did not agree to with XXXX or AIG that excluded cancellations for the reasons that were covered under the Travel Guard Policy I received from XXXX when purchasing the coverage. XXXX falsely advertised services I could not use and could not recover the funds promised to me I would be able to recover. They denied me using the travel credit, which is not as good as a refund anyway. I then filed a chargeback with my bank US Bank and Carmember Service as this was made on a debit card. I immediately sent relevant documents to US Bank Cardemember Service confirmed as received sent XX/XX/21. Third months later, Carmember Service on XX/XX/21 debited my checking acount without notifying me, overdrafting the account and causing many issues I was given no notice about. They dateda later XX/XX/21 stating they would take adverse action on the debit accout on XX/XX/21. I noticed the withdrawal and caused many problems and received their letter in the mail XX/XX/21 after thet adversely reversed the charges without good cause stating the ticket was " non-refundable '' which is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: U.S. Bank services me and my wife 's new mortgage. I have a home worth north of $ XXXX that I only owe $ XXXX on. Very low leverage loan on a new construction home- was originated in XX/XX/2021. I happened to look up my home this week on my local county auditor 's site ( XXXX County, Ohio ) only to find that my second half property taxes that were due months ago were never paid at all by U.S. Bank. There's a {$530.00} balance plus a {$53.00} penalty for being delinquent, so a total balance of {$580.00}. Meanwhile, U.S. Bank has {$5200.00} of my money sitting in a tax escrow account. U.S. Bank never reached out to me or anything- I found this out on my own. I talked to U.S. Bank 's tax department and it turns out they made an error on their end and have the wrong parcel number associated with my mortgage. They ended up paying my neighbor 's tax bill ( across the street ) of {$540.00} instead of my tax bill of {$530.00} back in XX/XX/2021, and did so using my money. It wasn't a matter of being off by one digit on the parcel- it was a completely wrong parcel number. Months have gone by and U.S. Bank never caught the error or reached out to me other than spam calls to try to sell me banking services. Now I have to deal with U.S. Bank " figuring the situation out '' internally and wait what I'm sure will end up being weeks for a resolution on how I'm going to be refunded for my neighbor 's taxes that I paid, how my taxes are going to get paid, and who is responsible for the penalty. Every time I call I wait on hold and I am then sent to a different person and have to re-verify my account info and recant the whole situation to each new person. This is a massive inconvenience for something that isn't even my fault. Several months ago prior to this issue happening, I reached out to U.S. Bank to see if I could have the large balance in my escrow account refunded to me and the escrow removed so that I can pay taxes directly to my local county. They ended up refunding me the bare minimum amount required per the federal guidelines and told me that if I want to remove the escrow, I need to pay them a {$600.00} - {$700.00} fee for the privilege of doing so. At the time we were escrowing almost {$1000.00} a month for taxes when our actual tax bill is only {$1100.00} per year - causing a huge overage/overpayment accruing in our escrow account. Given the usurious $ XXXX fee - I declined to move forward. U.S. Bank has proved they are incompetent via the non-payment of our taxes and using my escrow funds to pay my neighbor 's tax bill. I don't trust them and it's not fair that I, the consumer, have to babysit a big national bank/lender to ensure my taxes are paid and deal with the current headache that should have never happened in the first place. Consumers shouldn't have to pay a usurious fee to their lender for the privilege to pay their property taxes on time and direct to the taxing authority, especially when they are not a risky borrower. We have a very low leverage loan and are a high credit score borrower. The risk of us not paying our taxes correctly or on time is extremely minimal to U.S. Bank and the bondholders that ultimately own our loan. Furthermore, now that I'm a U.S. Bank home mortgage customer by default ( obviously wasn't my choice who my mortgage got sold to/serviced by ), they have passed my contact information along to their local branches and I get spam phone calls from their bankers trying to earn my banking business. I don't ever remember signing anything that authorized them to do this. This all has to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44133
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX HI XXXX XXXX XX/XX/XXXX Dear Consumer Financial Protection Bureau : Re : US Bank Mortgage Acct # XXXX I am writing this letter in complaint of US Bank who is my mortgage lender for my home. US Bank unilaterally purchased forced coverage for Wind Insurance on XX/XX/XXXX retroactively for XX/XX/XXXX to XX/XX/XXXX at the cost of {$5600.00}. This coverage is redundant as I already have the required wind insurance through my home insurance XXXX XXXX. I have called US Bank representative numerous times from XX/XX/XXXX until now. Myself and my XXXX XXXX agent have explained to them and uploaded proof of insurance to XXXX. Each time USbank representative has not called back nor emailed back. US Bank placed a lender placed wind insurance first time on XX/XX/XXXX and then refunded on XX/XX/XXXX. Then on XX/XX/XXXX US Bank placed again {$5600.00} wind-only coverage lender premium. US Bank representative has since refused to remove the premium. I do not any emails from US Bank because they did not email or follow up after any of the calls. I have enclosed emails from the XXXX XXXX agent, XXXX XXXX, explaining to US Bank that my home insurance DP3 policy includes wind insurance. The US Bank representative has said that if we show that we have wind coverage then the lender placed premium would be removed. On XX/XX/XXXX, XXXX XXXX uploaded another letter explaining that my homeowner insurance includes wind coverage. Despite proof of wind insurance ( part of the coverage of DP3 insurance ) as provided by XXXX XXXX. The US Bank representative have refused to remove the charge ( {$5600.00} ) for their redundant wind insurance. On the phone, the US Bank representative said that they can not remove the lender placed premium of {$5600.00} because US Bank is requiring hurricane coverage for my property and my current homeowner insurance does not have hurricane insurance. Yet, none of the US Bank letters sent to me had any mention of hurricane requirement. Each of the US Bank letter had requested wind coverage, which we had shown them we have. US Bank placed {$5500.00} on XX/XX/XXXX, then refunded on XX/XX/XXXX, then charged XXXX again on XX/XX/XXXX retroactively for XX/XX/XXXX. Does this violate any truth-in-lending? When I signed my home mortgage with US Bank in XX/XX/XXXX, US Bank had approved my homeowners which did not include any hurricane coverage. ( Attached XX/XX/XXXX XXXX homeowners insurance ). On the phone, the US Bank representative is saying US Bank can not remove the wind coverage premium of {$5600.00} because it covers for hurricane. Yet, US Bank has not sent any written notice to me requesting for hurricane coverage. US Bank sent letters with request for wind coverage, which I had sent proof that I have. I am asking for US Bank to remove and refund the redundant lender wind insurance on XX/XX/XXXX for retroactive coverage XX/XX/XXXX XX/XX/XXXX of {$5600.00} when wind coverage is included in my current home insurance DP3 policy. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96826
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I was collecting unemployment from Idaho, using a US Bank Reliacard. Between XX/XX/XXXX & XX/XX/2021 my account was hacked & several illegal withdraws were made via card to bank transfer. I have the account info showing the dates & name of person whom did this fraudulent unauthorized activity. I notified US Bank, via a phone call & fax, the day I found out my money was missing ( {$8300.00} ) which was XX/XX/2021. They said my account PIN was changed & the money removed via a transfer. I did not change my PIN, or ever use a direct bank transfer. I went back & forth with them several times on the customer service phone line. On several occasions I was on hold for over an hour when the phone mysteriously cut me off & returned to a dial tone. I have records of my account information, my faxes to them & their statement of resolution ( XX/XX/2021 ) which says US Bank is not responsible for this & no money will be returned to my account. I feel that US Bank is responsible for security of my Reliacard, and should not let PIN # 's be changed over the phone w/o a security check being done on the caller. Please let me know what you need me to do next. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A