Date Received: 2021-08-02
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: An auto loan with US Bank was on autopay. The banks system suddenly didnt recognize an account and instead of notifying me in a timely fashion, they called me on day 29. I paid that day but it wasnt processed for 3 days and the account was reported as over 30. This contradicts what they told me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: To Whom It May Concern : I am writing this letter to formally dispute US Banks reversal of the provisional credits issued for two fraudulent charges to my US Bank credit card ( acct # ending XXXX ). Please see the timeline below for relevant background and charge details. I, XXXX XXXX, am the account owner of this credit card, and have been a longstanding US Bank customer. Please note, I do not regularly use this card. See EXHIBIT A for all XXXX statements demonstrating this ( exhibits are attached to my CFPB complaint ). BUT FOR the fraudulent charges attempted on XX/XX/XXXX, the card has NOT been used at all during the XXXX calendar year thus far. Likewise, I have never had one late payment and in fact auto payments are made each month. To safeguard against fraud, I have enacted ( turned on ) fraud alerts made available by US Bank, including email alerts when a charge is made at a gas station and when any purchase is made for that matter. On XX/XX/XXXX, I received numerous emails from US Bank, stating that my card ending in XXXX was used at various pawn shops and a gas station. See EXHIBIT B for email alerts received. Given I never use this card and I have never been to a pawn shop in my entire life, I immediately knew these were fraudulent charges. Upon seeing these email alerts ( and ON THE SAME DAY, XX/XX/XXXX ), I immediately called US Bank to report the fraud. See email from US Bank in EXHIBIT C, clearly stating that they received my fraud report on XX/XX/XXXX, the same day the fraudulent transactions were made ( fraud claim # XXXX ). Below are the 5 fraudulent transactions attempted on XX/XX/XXXX and reported by me on the same day. This information is also contained in the XX/XX/XXXX statement ( enclosed in EXHIBIT A ). Trans Date / Transaction Description / Amount / Date Fraud Reported by Me / Results of US Bank Fraud Investigation Trx # 1 : XX/XX/XXXX XXXX XXXX, XXXX MI {$950.00} XX/XX/XXXX Found to be AUTHORIZED, provisional credit reversed. XXXX XX/XX/XXXX stmt. Trx # 2 : XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX MI {$940.00} XX/XX/XXXX Found to be FRAUD ; provisional credit remains. Trx # 3 : XX/XX/XXXX XXXX XXXX, XXXX MI {$840.00} XX/XX/XXXX Found to be FRAUD ; provisional credit remains. Trx # 4 : XX/XX/XXXX XXXX XXXX, XXXX MI {$840.00} XX/XX/XXXX Found to be AUTHORIZED, provisional credit reversed. XXXX XX/XX/XXXX stmt. Trx # 5 : XX/XX/XXXX XXXX XXXX XXXX XXXX MI {$3.00} XX/XX/XXXX Found to be FRAUD ; provisional credit remains. The above details are corroborated by the XX/XX/XXXX statement enclosed in EXHIBIT A, which sets forth the Transaction Date, Transaction Description, and Amount. US Bank appropriately issued provisional credits for all 5 fraudulent transactions and began their fraud investigation. Throughout the process, they emailed me providing updates on the status of their investigation. See emails in EXHIBIT C. I have received several hardcopy letters in the mail from US Bank, stating that three ( 3 ) of the five ( 5 ) transactions were deemed to be fraudulent and therefore the provisional credits issued would remain. However, on XX/XX/XXXX, much to my surprise, I received a letter in the mail from US Bank, stating that two ( 2 ) of the larger transactions made on XX/XX/XXXX at two pawn shops were deemed to be authorized and as a result the provisional credits would be reversed. See charges highlighted in yellow in the table above. The XX/XX/XXXX statement demonstrates the reversal of the provisional credits for these two charges ( see stmt in Exhibit A ). The letter received me on XX/XX/XXXX, provided no explanation as to why they were reversed or US Banks basis for concluding they were authorized and not fraud. Immediately, I picked up the phone and called the US Bank Fraud Department ( call made on Friday, XX/XX/XXXX, at approximately XXXX EST ) and received no further explanation from the initial representative I spoke with. I then asked to speak with a supervisor, who advised me that a representative familiar with my fraud case would call me back within 48 hours to explain the process for appealing US Banks fraud conclusion as to these two charges. However, to date, I have never received a call. Nor did US Bank provide an explanation of how to appeal their finding. US Bank provided no basis for conclusion that 3 of the 5 transactions attempted on XX/XX/XXXX were fraud ( including 2 made at pawn shops ) and more importantly why 2 of the transactions were deemed to be authorized ( which were also made at pawn shops ). This conclusion belies logic. Of the fraud I reported timely on XX/XX/XXXX, how can one of the charges at XXXX XXXX be deemed authorized and the other at the same vendor be deemed fraud? This makes zero sense. I can get no further information from US Bank despite my calls and a formal letter w/ exhibits mailed to their fraud dept ( which was also sent via email and fax ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48328
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
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: Someone stole my identity to open a credit card at the US Bank in XX/XX/XXXX. The card was regularly used in XXXX and XX/XX/XXXX and was closed due to no payment. The physical address, phone number, and email address are all fraudulent ones on the US Bank records. I was not in the US from XX/XX/XXXX to XX/XX/XXXX, and I contacted the US bank that this was a fraudulent account. On XXXX XXXX XXXX, I have signed and filed back the Statement of Fraud the US bank send to me with the supporting document, such as my passport, border stamps, driver license, and other documents to prove I am not in the US when the card was opened and used, and my residency was not the same with their records. The Statement of Fraud also has my signature, which can not be the same as their collections. I also report this identity theft case to the police department and all credit bureaus. I asked 3 credit bureaus to remove this fraud item from my credit report. However, I have received reinsertion notifications from XXXX and XXXX on XXXX XX/XX/XXXX and XXXX XX/XX/XXXX. They said they finished the investigation and the US Bank submitted a certification that the account belongs to me. I do not agree with the investigation result and believe the US Bank doesn't even want to try to check the truth.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: About a year ago I was offered via regular mail a VISA card through XXXX XXXX that would be XXXX interest for the first 18 months. It sounded like a good deal and I took advantage of it. Earlier this year, US Bank bought XXXX XXXX 's XXXX contracts. It was to be a seamless transition. I assumed that all offers made by XXXX XXXX would be honored. Not so. XXXX XXXX sold my contract to US Bank representing it as earning 14.99 % which it was not, at least not at that time and would not be earning interest until sometime around the first few months of 2022. After receiving two bills adding interest to my account XXXX to the tune of some $ XXXX XXXX, I contacted US Bank customer service to find out what was going on. I should not have been charged interest for several more months. The hapless representative who went by the name of 'Amythyst ' was unable to access any of my account information prior to the US Bank acquisition in XXXX of this year, I believe it was. XXXX XXXX only said this account was earning 14.99 %. She had the authority only to lower that by two percentage points even after checking with their contracts department who could offer no additional light on this. Neither did they have any contact information for XXXX XXXX. It appears that I am left holding the bag on this. I suspect that I am not the only former XXXX XXXX XXXX holder who is now, and in breach of contract being charged interest with no immediate remedy available. I suspect, and this is only my opinion, that there are some shenanigans going on behind the scene here. Did XXXX XXXX 'fatten ' the deal to XXXX Bank XXXX new accounts acquired through their generous no interest offer and then represent them as earning 14.99 % in the sale of those contracts to the bank? Stranger things have happened and I wonder. What recourse do I have at this point? This has put me in a bit of a financial bind. Thank you for taking time for this matter. Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Oregon XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 978XX
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XX/XX/2021 I receive child support benefits through the state of Oregon on a U.S. Bank Visa ReliaCard. On XX/XX/2021, I attempted to use my card to buy groceries and it was denied. I was shocked because I had nearly {$7000.00} on the card. I had been saving as much as possible to use for my daughter 's XXXX. I immediately called the number on the back of the card and after many tries and hours got through. They said that {$1900.00} had been transferred from my debit card to a bank account, not once, not twice, but three times within 10 minutes on XX/XX/2021. The following day, XX/XX/2021, {$700.00} was transferred to the same account. They then directed me to the fraud department and took me through cancelling the card. It appears someone had set up an online account in my name. They may have used the email address XXXX to change the pin, etc. That is an email address I have never seen, had, or used, nor do I have access to it, but when I accessed the account online that was the email associated with the account. It had apparently been changed from my email and no one ever informed or checked with me to insure I had made the change. I dont know what phone number is associated with the card, just that it is not my phone number which was rejected as being associated with my card. I did not make or authorize these transfers. My card was not stolen. I did not give my card information to anyone. In the nine years or so I have had the card I have never made a card to bank account transfer. I would think that these huge transfers within minutes of each other, along with personal information on the account being changed would have triggered the fraud triggers U.S. Bank is said to have in place, but I guess they did not. I filled out all the required fraud paperwork on time and properly. I can show my bank accounts, credit report, anything. The dispute claim number is XXXX. I received a letter today dated XX/XX/2021 from U.S. Banks Prepaid Dispute Resolution stating there was no error and that my child support account would remain at {$0.00}. The investigation was done extremely quickly, and I have no way of knowing what it consisted of. I would hope that when a childs welfare is on the line, a little more care would be taken to get this right. Someone stole {$6400.00} from my XXXX XXXX and U.S. Bank literally hung up on me when I tried to calmly get more information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: XX/XX/2021 XXXX XXXX {$630.00} I enrolled into real-time rewards for my US bank altitude reserve card. But the charge above was not triggered the redemption system. So I lost the chance to use my reward points to cover this charge with XXXX cents/point rate. I have contacted US bank customer service but they refused to redeem XXXX charge with my reward points and did not provide any solutions. Please see the attached screenshot showing my real-time rewards enrollment. Car rental is included and highlighted. Apparently, there are issues in their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-31
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Im writing this letter to inform you that my charged off account ( credit card ) amount was changed by US Bank. As a consumer I know my rights, once an account is charged off the amount can not change. The US Bank account was charged off in XX/XX/XXXX with an amount of {$2300.00}. That amount was changed and updated on my credit report XX/XX/XXXX for {$2300.00}. A letter was sent to me on XX/XX/XXXX, stating that US Bank do periodically checks on consumer report. The letter stated that a charge was on my account that did not belong. It states a return payment fee was charged to the account. If the account is charged off, the amount should not change. I would like this deleted from my credit report account due to USBANK negligence. This is ground for deletion. Please delete account from my report. Please delete from all three credit agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2021-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Usbank consumer credit card. Using the mobile or desktop website to dispute a transaction is impossible. The " dispute transaction '' button offers different prompts and questions that DO let you do certain things like deactivate the card etc. But do not actually let you submit a dispute online or on mobile at any time for any reason. All prompts end with a directive to call the usbank 800 number for help. The mobile website support admit this is the reality and I think it's misleading to advertise a dispute function without offering an actual online dispute process. Since calling usbank the message was updated to " coming soon were working on it '' but still does not work as advertised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2021-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a call from a gentleman who claimed to be with US Bank. That is where I have a home equity loan. He told me I was chosen for a re-structure loan because of covid. When I started to ask questions about the product he was suggesting, he got angry with me and started to yell at me - which sent alarm bells off in my head! I told him I couldn't write anything down because I was driving. Again He got angry and told me to call him back when I was prepared to write things down. I then called US Bank to verify his existence as an employee of their 'Mortgage Assistance Dept. ' They said there was no one there by that name or number. So I am reporting this as attempted scam. What has me extremely worried is he had my information. My work number, the amount of the loan, address, phone number and the last four digits of my SS number. He said his name was XXXX XXXX and his number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I received an unemployment benefit card that I did not request. It is a U.S. Bank ReliaCard. I suspect someone is using my identification to fraudulently claim unemployment compensation. I am alerting you so that action can be taken to prevent payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A