Date Received: 2021-09-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A fraudulent company called " Voyager '' aka Invest_Voyager tried to steal {$1800.00} out of my account through unauthorized ACH withdrawals last XXXX of 2021. US Bank was notified of this and had to stop them from using their multiple front companies from withdrawing funds from my account ending in XXXX. A new account was created after I filed a police report and submitted it to US Bank, and remaining funds were moved to a new safe account. The fraud claim TOTAL amount from the MULTIPLE unauthorized ACH transfers initiated by Voyager was {$1800.00} and fully documented. However, it has taken over 6 months now to get this money back. I have been given {$1500.00} of the {$1800.00} back. US Bank sent a message in writing to me via the CFPB stating that they could not give the remaining balance of {$420.00} back to me that Voyager had stolen because " part of it was done as a debit or credit card transaction '' which is totally false, because Voyager never had access to my debit or credit card from me or any legal means and ONLY had access to my ACH and routing which was corrected. So now, I have gone from Voyager trying to steal {$1800.00} from me to US Bank trying to steal the left over {$420.00} by making up excuses of credit or debit card transactions which were impossible to exist, because the fraudulent company Voyager never had access to ANY credit or debit card and ONLY ACH. Again, I am requesting that the remaining {$420.00} be returned to my account at US Bank. The previous message from US Bank incorrectly stated that a remit of {$100.00} was an error in my favor, but it was not an error, because the banker saw that it was an ACH transaction like all the rest and SHOULD have been returned. So if that will stand, US Bank still owes me {$320.00} which I expect to be returned to my account promptly. I have written numerous times, without response, to the direct email address provided by the liaison division for direct contact with the actual fraud department which isolates itself entirely from the public and only interacts to their intermediary via XXXX internally. Enough is enough and I need the rest of my money back. I have waited more than enough for a satisfactory resolution to this matter without US Bank manufacturing debit ledgers for ACH only transactions to try and keep my money. Please resolve this. Thank you. Case # XXXX US Bank
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: 2021-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: USbank, with whom I have my current mortgage at almost 5 % rate, sent me emails saying I could refinance with them for a better rate. I responded, and asked for a 15 year refinance at XXXX by the time I got a loan officer, somehow, I was talked into a 30 year at a higher rate. After 6 months, fulfilling all document requests, having an appraisal, and paying fees and making a {$350.00} improvement to the home ( to add a railing where none was really needed ) I was denied the refinance. They based the denial on my outstanding credit, which was the same throughout the period of my attempt to refinance. I feel that they knew, from the beginning, that I was not a good candidate but they put me through the process anyway. Now I am out roughly XXXX dollars, and, no refinance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I contacted US Bank about fraud on my credit card. US Bank stated that I wouldnt be responsible for any of the charges. I filled out paperwork for fraudulently charges and filed a fraud report. US Bank closed the card and removed the charges. US Bank closed the account and sent me a check {$6100.00}. I didnt authorize anyone to make any charges on my account. US Bank have now put the charges on my credit report. This is fraud. How can they put something on my credit report I didnt authorize? Im not responsible for fraud. I want US Bank to remove and clear all negative and derogatory reporting on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: XX/XX/2021. It came to my attention that my account was late. I called usbank cc company immediately and learned that my monthly payment had increased. It had increased by {$1.00} more than I had set up my automatic payment from my checking account to draft. For this, usbank charged {$28.00} and added it to my account balance, further increasing my monthly payment. Several months went by, each time the balance increasing because they kept adding on {$40.00} late fees. By the time I found out this was happening, I owed {$230.00}. I called usbank and fixed it immediately. The cc company reversed the late fees and I paid the amount owed immediately. There was no intimation that they would report me as late. On XX/XX/XXXX, I found out that a late payment remark was sent to my credit reporting bureau. I have never had a late payment in my life. I am XXXX years old. My credit score was dropped 40 points. This seems highly punitive. The bank says they are legally obligated to report due to the 'fair credit reporting act '. How is this fair?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: It's the second time I submit this complaint. The former case number is XXXX. I will just repeat what happened in the following. On XX/XX/XXXX, I opened a U.S. Bank checking account online. It happened that my friend who just came to the United States. Before he came to United States, I helped him pay some rent and some service fees and he owed me XXXX dollars. So he added my U.S. Bank checking account to his payroll profile on that month to pay off what he owed me. On XX/XX/XXXX, I received a XXXX dollar direct deposit in my checking account. Since he just came here, he was not familiar with services such as XXXX XXXX so he used this way. On XX/XX/XXXX, I received a call from the fraud department of the bank and they asked me the details about this transaction. They say the name on that transaction didn't match to me so they doubt it was a fraud. Then they notified me my checking account was suspended and I can not withdraw or make deposit into my account, and they even locked my online account so I even can not access to my both my checking account and credit card. They told me the only way to unlock my account was to return that XXXX dollar to the original sender. I totally understand this decision so I waited for them to return the direct deposit to my friend and then unlock my account. After that, I contacted them at least ten times, I even went to their branch once, which is 80 miles away from my home. They just told me they were in the process returning the deposit, and I just need to wait, they didn't how long it would take. One of their staff even tried to blame me and say some unfriendly words to me. On XX/XX/XXXX, I received a paper mail from the bank and I was notified that my checking account was in the process of closing due to irregular activity. I contacted them again and again, they just told me they will return all the remaining balance before they terminate my account. On XX/XX/XXXX, I received an email from the bank and told me that there is a XXXX withdraw. Then one week later I received a check of XXXX dollars, that was the deposit I made when I opened the account on XX/XX/XXXX. Another paper mail came on middle of XXXX, saying that my account was officially terminated. I contacted them to check the status of the XXXX dollars, they told me it sent back to the original sender. I asked my friend to call his payroll department, he told me the central payroll of his institute didn't receive any refund related to him. I contacted the bank again, like the one hundred time -- I don't remember the exact time I called them. They suggested me go to branch to talk with banker there. Then I drove 80 miles to the branch on XX/XX/XXXX, the banker there told me they knew nothing and they could do nothing. They helped me contact fraud department, the answer was still they returned the XXXX to the original sender. But they refused to provide any details. The banker told me if I have any questions I could call fraud department again. I felt that they didnt really care about my feeling, I am just like a basketball to be passed from one to the other, again and again. On XXXX, I submitted the first complaint. I got the following replies. ( 1 ) The section of the Agreement titled Closing Your Account outlines our policies and states that we can close your account for any reason, or no reason at all. -- -- -I believe this totally violated consomers ' right. You are financial institution, not bandit. ( 2 ) The remaining {$2000.00} was placed into a general ledger account held within the bank, as the funds will be returned to the originator. -- -What does the second half of the setence mean? You will return or not? ( 3 ) Although this process can take an extended period time, we suggest that you recommend your friend contact their payroll department, who can work with their financial institution, and request them send U.S. Bank the Letter of Indemnity ( LOI ). -- -- What is that? What does " extended period time '' mean? Any timeframe if you relly gon na return it. ( 4 ) It should be noted that U.S. Bank sent this information to the originators financial institution in XX/XX/XXXX, but they never responded to our request. -- -- - What does the information mean? What you should return is money, not information. It's you suspect this is a fraud, you need to take full responsibility for it. They did't reply, why? You really sent or not? ( 5 ) If you have further questions, please contact U.S. Bank Customer Service at XXXX XXXX XXXX XXXX, where representatives are available to assist you 24 hours a day, seven days a week. -- -- -I called this number several times and they just transfer me to fraud department again. What I got is " I don't know. '' " We will hold the money forever. '' " Your friend need to be worried, not you. '' You ask me to call the number, and that was how I was treated. Another four months passed. My friend tried to contacted the HR department. But they can not help. They said they didn't get any information. It's pandemic and almost every one work from home, it's really hard to reach these staff. I really hope your side could be more helpful. I have documents prove that the transaction just like what I said. And it is my money. Even think in other way, the XXXX University, where my friend worked, didn't take any action if you really sent it back or sent it the request, suggested that they believe there is no anything inappropriate. Then why can not you just return the money even to me and make the thing so complicated and I am totally mad. You will hold it like forvever?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47906
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Fraudulent credit card opened in my name
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91950
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I submitted a mortgage application to U.S. Bank in XX/XX/XXXX to refinance my home, and paid an application fee of {$390.00}. As of XX/XX/XXXX, US Bank was still requesting updated versions of documents that had previously been provided ; as well as documents that aren't possible to obtain. Example : They requested a " bank statement '' to cover a period that ended in the middle of a month. Actual statements are only available following the end of the month period, so I provided a month-to-date transaction report. I believe that the persons handling my loan application were incompetent, and the firm as a whole was too busy to actually process my loan, since my approval kept expiring - thus the reason I would have to provide updated documentation. I stopped the process in XXXX and requested a refund of my {$390.00} application fee in XX/XX/XXXX. I believe my application was not accepted in good faith and would never have been completed. The Loan Assistant XXXX XXXX has responded by email on three different occasions stating that she is working on my request for a refund, but nothing has happened despite my many follow ups.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92129
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/21 did a wire transfer of {$78000.00} from my XXXX XXXX account to : XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, CO to her US Bank account, so she could buy Bitcoin. Never received any correspondence or verification of any purchase from her. XX/XX/21 I reached out to XXXX XXXX and spoke with the branch manager to report the fraud. She indicated that they should be able to claw back the funds from US Bank. I also called US Bank to let them know as well that I was defrauded by XXXX XXXX. XX/XX/21 I received a check from XXXX in the mail for {$970.00}. I was told by by the branch manager at XXXX XXXX that it was all US Bank could get back. Why is XXXX XXXX allowed to have an account at US Bank and why am I not made whole by US Bank?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01420
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2021 ; I filed a despite with US Bank, regarding an unauthorized transaction for {$370.00} via XXXX. I noticed this transaction when I looked at my transaction statement. On XX/XX/2021 I called US Bank 2 times pertaining to the unauthorized transaction. I called at XXXX XXXX & XXXX XXXX. On XX/XX/2021 ; I called US Bank to inquire about my dispute claim. I called at XXXX XXXX on XX/XX/XXXX. On XX/XX/2021 ; I called US Bank at XXXX XXXX to inquire about my dispute. On XX/XX/2021 ; I called US Bank at XXXX XXXX, XXXX XXXX, & XXXX XXXX to inquire about my dispute of the unauthorized transaction for {$370.00}. On XX/XX/2021 ; I called US Bank at XXXX XXXX, again to require about my dispute. Updates were made to dispute on XX/XX/XXXX as well. I also asked why I hadn't received my provisional credit. I was told that if the dispute wasn't resolved in 10 business days from the date that I filed it ; that I would receive provisional credit. On XX/XX/2021 at XXXX XXXX ; I called US Bank again and asked why I haven't received my {$370.00} provisional credit. I was told that the fraud department wasn't finished with their investigation and that I should call back another time. This was after the 10 day period had long passed. I was suspicious of US Bank 's ethics in handling this matter. On XX/XX/2021 at XXXX XXXX ; I called US Bank again to express concerns about my dispute and why I still haven't received provisional credit. I also inquired about my online banking, and was told to call back another time. The customer service representative told me that there was a " lock '' or " hold '' placed on my account which is why I couldn't log-in to my online banking. This was after I had already updated my phone number in an attempt to fix the log-in issue. I even updated my address too. On XX/XX/2021 at XXXX XXXX & XXXX XXXX ; I called US Bank with the same concerns about why I hadn't received my provisional credit, a MONTH after I filed my dispute. They gave me the same answer as before and told me to call back another time. I also inquired about my online banking and they didn't provide any helpful assistance. They also again claimed there was some sort of " lock '' on my account that would need to resolved by " another department who's unavailable at this time. '' I'm very suspicious about US Banks ethics and motivations in this matter. They have consistently continued their passive-aggressive and evasive tactics. This is after numerous calls to US Bank expressing concerns about the way my account and dispute of the unauthorized {$370.00} are being handled. In the past, I have filed complaints against US Bank with the XXXX XXXX XXXX. They respond to my complaints in what appeared to be retaliatory action for the complaints. They closed my dispute as a result, claiming " NCH '' rules without providing any evidence or further information. They appear to be very sensitive to customers calling them out for their tactics. They are very petty and passive -agressive. They should not be allowed to do this. Their behavior is shady, unethical, petty, dishonest, and passive-aggressive. If US Bank does not resolve my online banking log-in issue, or provide me with my {$370.00} credit, or if they engage in what appears to be retaliatory action as a result of this complaint, or continue their evasive tactics ; I will file additional complaints against them or sue them in court.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57006
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have been victimized by identity theft. The fraudulent Activity happened on XX/XX/2020 with a balance of {$20000.00} which I did not make. I have this police report where I stated that I lost my phone where I stored my personal information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A