Date Received: 2021-09-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I signed up for a bonus that gives {$400.00} for opening a checking and {$100.00} for opening a savings after meeting the terms. I received the checking bonus, but did not receive the savings bonus. I have called and US bank is dragging their feet. It has been well over 60 days per the terms for me to receive the offer and they have not done anything to resolve this. This was offered online and in branch. I have also attached an online flyer that I found after US Bank couldn't keep up with their own offers. The phone agent said he saw the code attached to my account but it has been many weeks with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29650
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX was my original mortgage company who financed my purchase loan but within a month or so I was sold to U S Bank XXXX XXXX. Under U S Bank my due date to pay my mortgage changed putting me in a strained position over the last 11 years and 2 months. My due date now is anytime between the XXXX of the month to the XXXX to make my loan payments. XXXX XXXX was due towards the end of the month which gave me time to receive my social security benefits so I can make my payments on time without late fees being applied. With U S Bank I asked them to change my due date to appear in the range of when I receive my benefits they have declined me several times. It is as if they want me to lose my home. Each month I have to hold 2 months payments out of my social security benefits to avoid paying late fees or being in default. It has been very frustrating to hold 2 mortgage payments out difficult I may add causing a monthly financial burden. Although, U S Bank XXXX XXXX gives us until the XXXX of every month to make our payments, they have another stresser in addition to our payments. They print our monthly statements on the XXXX. I was told by U S Bank representative XXXX just on Tuesday that the reason my statement doesn't show my payment was made on the XXXX the grace period date due to their cut off date of the XXXX. The statement shows me being a month behind in my payment and on their website as well. But in my bank account they were paid on the XXXX. This made a problem for me when I applied to refinance my home with a different company when they asked for my most recent statement and it makes me appear to have not paid my previous monthly mortgage payment. U S Bank representative said oh on your XX/XX/XXXX statement will not show a mortgage payment past due. So I had to explain to the new mortgage company to check my bank statements to see I did pay my mortgage and contact U S Bank if they like. Now I have to wait 8 days to get my new statement when U S Bank to prove I am not delinquent on my payments. I feel they don't want customers to go any other company by publishing falsified information on the borrowers payment history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: The DC Department of Unemploymet sent a US Bank Relias Card in the mail for me to activate and deposit my unemployment benefits. The company has not credited a payment of XXXX onto the card, debit it XXXX, XXXX and XXXX for a recurring car payment through the Relias bill pay portal, but none of the payments were received by the car company. The car company says that car payments cant be made with a debit card ; but payments can only be made with an account and routing number. Therefore, several hundreds of dollars are being stolen with the Relias Card .I have submitted a dispute, but have not received a refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20017
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank claimed my mortgage payment due XX/XX/2021 was late. The payment was scheduled through the US Bank website and applied on XX/XX/2021, and then reversed by US Bank into their own suspense account on XX/XX/2021. On XX/XX/2021 I received an email indicating that the payment was 6 days past due. US Bank customer service was unable to provide an explanation or immediate resolution to this error, and also locked out my ability to make payments through their website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XXXX I deposited a cashiers check for {$20000.00} for an engagement ring. I was not notified until after the transaction that the funds would be under two separate holds. I would be allowed {$5300.00} to be released on XXXX and the remainder to be released on XX/XX/15. When I called and spoke with the representative on XXXX XXXX XXXX at US bank on XXXX XXXX, XXXX Kentucky branch number XXXX. She informed me that despite it being a guaranteed check the two separate holds were standard procedure when I reached out to my loan officer with the news, she assured me this was inaccurate. She then called the bank on my behalf to verify her position with the bank and provide any credentials needed. XXXX XXXX continued to say that this was standard procedure even given the proof that the financial institution guaranteed the deposit. I have since been promised a call from the branch manager, however when I call. My calls are denied unless I call from a number not attached to me. I have reason to believe this is extremely unnecessary in this situation and would appreciate any help available. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XXXX continues to report inaccurate information and does not allow me to submit a dispute after prior disputes. However, this is unfair because the information is inaccurate. I have bank records showing my mortgage was never late and was paid off but they continue to report it as in bankruptcy. I also have an account with a rental company that went through the courts and the case was dismissed and I was not responsible for these charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Between the months of XX/XX/2021, I experienced undue overdraft fees from US Bank , and mismanagement of my account since it's inception on XX/XX/2021. When I made the initial deposit of XXXX, I then XX/XX/XXXXthat money to a friend. Instead of US Bank posting as a credit than a debit, they posted it the transaction in reverse. On XX/XX/2021, I reached out to US Bank in regards to 2 overdraft fees that were caused by an inaccurate account of my money. I XX/XX/XXXXXXXX out of my account and back into the account. The ATM read the accurate amount, I then withdraw XXXX. Somehow there was a miscalculation, 2 other transactions posted the account while the XXXX being returned wasn't calculated on the back end. Those 2 transactions caused overdrafts and US Bank didn't want to refund them, they did refund. Currently, we have a situation where I gave access to my phone to my ex husband, while been in the hospital, and he made some unauthorized transactions. In addition, to bad deposits in to my account. As soon as I had knowledge of this, post op, I reached out to US Bank discovering that Risk Dept. Recommended my account closure and instructed me to reach out to any branch manager to reopen new accounts. I also reviewed my account for unauthorized transactions and filed claims on them. They sent me a card to withdraw the MONEY REQUESTING that only ANY branch Manager can remove the hold for me to do so. On XX/XX/XXXX th I called an spoke to the branch manager at the XXXX XXXX XXXX, XXXX, he educated me that I was misinformed and that the back office had control of this. At this point they are prohibiting me access to funds that are mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: US Bank appears to be in violation of the PMI Cancellation Act. An extra principal payment was made on XX/XX/2021 on a mortgage serviced by US Bank to reduce LTV under 78 % on a mortgage originated in XX/XX/2021. I spoke with a representative at US Bank 's PMI department on XX/XX/2021 who reviewed my account and indicated that PMI would be removed from future payments and that no further action would be required, and that a BPO was not required. This change was not reflected in the payment due XX/XX/2021 as promised. On XX/XX/2021 I spoke with a US Bank customer service representative who indicated that the original request for PMI to be removed was denied on XX/XX/2021. I was not informed of this decision and received no explanation - after being explicitly told that PMI had been removed in the previous phone call. On XX/XX/2021 I spoke with a customer service representative who initially claimed that the request was denied because I was required to pay for a Broker Price Opinion ( BPO ) before PMI could be removed, in direct contradiction to the promise made on XX/XX/2021 - on a loan with LTV less than 78 % that originated less than 5 months before the request was made to remove PMI on XX/XX/2021... but then said, again, after reviewing my account, that any requirement for a BPO was waived and not required to have PMI removed and that no further action was needed on my part, and that PMI would be removed immediately. US Bank failed to follow through and remove PMI upon my original request on XX/XX/2021 after asserting that a BPO was not required, which I believe is a violation of the PMI Cancellation Act. In another call, a representative ( whose employee ID is available on request ) then indicated on XX/XX/2021 that PMI would be removed without the requirement for a BPO, and that the removal of PMI would be reflected in the next statement. I am documenting this failure to remove PMI when all legal requirements were met, and to verify that US Bank twice indicated that a BPO was not necessary after reviewing my account, and seeking confirmation that the failure to remove PMI after receiving verbal notification that it would be removed constitutes a violation of the PMI Cancellation Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021, someone went into a U.S. Bank branch near XXXX XXXX ( XXXX, Nevada ) and used a counter check of some kind ( Teller Savings Withdrawal ) to fraudulently withdraw {$9200.00} from our accounts. Subsequently, the person or person used a fraudulently obtained debit card ( or similar ) to withdraw a total of {$93000.00} in withdrawals and purchases in XXXX XXXX. Unfortunately, the computer on which we normally check/monitor our bank accounts had crashed and it took a couple of weeks first to attempt to have the computer fixed and then to purchase a new one. When we were able to check our accounts, we discovered the fraud and went to our closest U.S. Bank branch to report the fraud at the beginning of XXXX and then, eventually, to close the accounts and open a new account ( XX/XX/2021 ). We told U.S. Bank ( both in person at the local branch and by telephone ) that the fraud started with the {$9200.00} " Teller Savings Withdrawal '' on XX/XX/2021. U.S. Bank immediately began investigating the fraud and sent us numerous forms to identify which items on our bank statement were fraudulent. We completed the forms and took them to our local branch to fax to the U.S. Bank Fraud Department. We also telephoned the U.S. Bank fraud department numerous times and reported the fraud both to our local police and to the police in XXXX XXXX. Over the subsequent months, U.S. Bank refunded all of the fraudulent charges except for the initial {$9200.00} Teller Savings Withdrawal from a U.S. Bank branch in XXXX, Nevada. These reimbursements happened in bits and pieces, making it difficult for us to determine which of the fraudulent claims were being reimbursed, but they did not reimburse us for the initial fraudulent withdrawal. In XXXX, 2021, they claimed that it was a fraudulent check and we had had 30 days from the fraudulent charge to report the fraudulent withdrawal, saying that the date on which we contacted them regarding the {$9200.00} outstanding reimbursement was the date we reported the " fraudulent check '' ( XX/XX/2021 ). First, the fraudulent charge was not a fraudulent " check '' -- the information they wanted was all about where we lost the check, where we kept our checks, etc., none of which was relevant to the " teller savings withdrawal '' of {$9200.00}. Second, we did report the fraud ( not identifying the first item as a fraudulent check because it was not ), well within the 30 days they said we had to report the fraud. U.S. Bank is refusing to reimburse us for the {$9200.00}. The second problem was that we closed the original checking account on XX/XX/2021 and opened a new checking account. We notified Social Security of the new account number. The next two payments ( XXXX and XXXX ) were sent to the old checking account, which was closed at this point. U.S. Bank has not put these funds into our new checking account : U.S. Bank claims they did not receive those funds ; The Department of the Treasury, which we have contacted by telephone 4 times over these several months, says that they did send the funds and that U.S. Bank did not return them. We also contacted Social Security four times ; a Social Security person, named XXXX, called U.S. Bank, attempting to have a 3-way conversation. U.S. Bank re-routed the call three times. On the second contact, U.S. Bank told XXXX that the bank did have the funds, but they gave XXXX another number to call ; he was on hold for so long that he could no longer justify continuing the call when he had other Social Security calls to handle. Then, Social Security had a question about the XXXX payment ( to be paid in XXXX ), presumably due to the issue that The Treasury Department said that U.S. Bank had not returned those monies to The Treasury Department, and U.S. Bank contacted the Department of the Treasury, who then sent an email to U.S. Bank regarding the XXXX payment ( to be paid in XXXX ). U.S. Bank debited our new checking account for the XXXX payment XXXX {$860.00} XXXX on XX/XX/2021, giving us 15 business days ( by XX/XX/2021 ) to respond with the documents to dispute the claim. Nothing other than that letter ( reference # XXXX ) was in the envelope, and the letter did not indicated what documents or kinds of documents they wanted. Our local bank branch did not know what they wanted, called U.S. fraud department, but could not get an answer as to what documents they wanted. We sent ( by fax from the U.S. Bank branch on XX/XX/XXXX ) a detailed letter with our best guesses as to what information they might want. Subsequently, they rejected our dispute, telling us that the matter was closed and confirming that they had returned the {$860.00} to The Department of the Treasury. We contacted The Department of the Treasury on XX/XX/2021, who said they have not received funds from the U.S. Bank for any of the three Social Security payments ( retirement ) in question : the XXXX, XXXX, and XXXX payments. The Department of the Treasury told us that our only recourse was to go to another banking institution. Accordingly, we went to the bank to close the new savings account, put the money into our new checking account, and withdrew two cashiers checks, totaling {$45000.00}. Amazingly, we were not asked for identification for any step in this process, and the cashier who was helping us had never seen us in the past. To summarize, U.S. Bank is withholding a total of {$11000.00} dollars, consisting of the {$9200.00} fraudulent withdrawal and three {$860.00} Social Security ( retirement payments ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-05
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Received unsolicited Reliacard from mail asking me to activate it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A