Date Received: 2021-07-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I signed up for automatic payments when I first leased my XXXX XXXX in XX/XX/XXXX. In XXXX, US Bank informed me that I was past due. I attempted to access my online account and was unable to do so. On or about XX/XX/XXXX, I reset my automatic payments and the my US Bank online banking account to make automatic payments. Instead of automatic payments when due, US Bank drew payments for 6 additional months to XX/XX/XXXX. I figured that it was a glitch in the system. But, since I was paid up to XX/XX/XXXX, I let it slide. Notwithstanding US Bank 's error, US Bank reported me past due credit reporting agencies on XX/XX/XXXX, and refused to correct their errors. I was informed by XXXX yesterday that my FICO was downgraded. Immediately prior to this my score was XXXX. Today, I received an online solicitation from US Bank for bill pay. I attempted to access my account and was unable to do so. The US Bank computer automatically transferred me to a system to answer questions. But, the system did not provide any questions for me to answer. Since there were no security questions for me to answer, my password was locked. After talking to two different individuals, my password was unlocked ; and, I was allowed to change my password and establish security questions. US Bank 's online system is frustrating. I was a XXXX XXXX for the XXXX ; and a XXXX XXXX for 44 years. If I can't figure out US Bank 's online banking, I would imagine many other people have problems with US Bank 's systems. I have experience with several bank online systems, US Bank 's is the worst of them so far.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Exactly a year ago I applied for refinance of my current high interest mortgage with XXXX XXXX a US Bank Mortgage officer. My intent was to refinance the current 4.9 % interest to a lower 3.1 % interest Mortgage and take {$25000.00} out for remodeling. My credit is excellent and have been sending all the documents required as requested in a timely manner. However, after almost seven months delay, I was transferred to a different loan officer, XXXX XXXX who apologized for the delay and promised to complete the process within weeks. A few months passed and without any notice he transferred my file back to XXXX. In the meantime, on XX/XX/XXXX I informed XXXX, XXXX, and the processor XXXX that I have a 0 % interest 2nd loan with XXXX XXXX and sent them the subordination request form that I received from XXXX to allow them to take a 2nd position. However, this was ignored by all of them. Eventually about a month ago on XX/XX/XXXX XXXX XXXX the processor contacted me to tell me the loan is in final approval stage and informed me the loan package is set up to pay off the XXXX XXXX XXXX. I made it clear to her that my intent was not to replace 0 % interest with interest bearing loan from US bank. To refresh her memory, I resend the email that I had previously sent to all of them back in XX/XX/XXXX clarifying my intentions for applying. She apologized and informed me that despite my wishes the loan was set up that way and there was nothing that could be done to change it. Despite their negligence, she suggested that I restart the application process from scratch. I then made several attempts by phone and email to XXXX on XX/XX/XXXX attempting get explanation why the error happened and get a better understanding of what can be done moving forward to avoid the same kind of mistake from happening. It has been almost 4 weeks ; he has decided not to respond to me directly. Instead, he keeps sending me multiple confusing applications for me to sign. Despite the unprecedented delay in approving the refinance and processing cost incurred as well as high interest payment for over a year, I am still being mistreated. This has certainly been a very frustrating experience. On XX/XX/XXXX I contacted the Manager XXXX XXXX hoping offer amicable resolution. However, on XX/XX/XXXX he emailed me back saying the application was closed and his solution was to offer me the {$390.00} refund of my application fee practically denying me refinance with US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55446
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XX/XX/22 I became a victim of an employment recruitment scam. One of my accounts was used to scam {$2100.00}. Once I realized what happened, I visited my nearest branch for help. After three days of bouncing from rep to rep, On Monday the XXXX I was able to speak with a branch manager. The branch manager informed me that all my US Bank accounts were frozen and would be closed and I should find another bank. I explained what happened, kept all documentation. He understood what happened, but said that US Bank could not risk this happening again and they no longer wanted my business. I have been a customer for 30 years and have never in my life had anything like this happened before. I was hoping to work out a way to repay the loss in a matter of a couple weeks, but that didnt matter. Even though, I am the victim, its my fault that I was tricked. So I have no problem stepping up and fixing it, even though it puts me in a really tough place with my mortgage and bills for the month. But, as of the XX/XX/XXXX I have no access to funds until my new bank account is setup and they send me debit/ATM cards and my next paycheck is deposited. No grocery, gas, utilities payments available. I am emotionally and mentally distraught from the scam and this response did not help. The branch manager at the US Bank location at XXXX XXXX, MO was so uncaring, it brought me to tears. He made me feel like I was the scammer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63367
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The current Bank holder still has not recorded a reconveyance of the mortgage securing a HELOC that they prematurely closed after I paid down balance to 0 owed & in good standing ) on XXXX XXXX7. The Deed of Trust securing the original {$640000.00} remains a cloud on my title. I understand they have violated civil code S 2941 etc. but issue seems to be that the file had been over to their trustee to reconvey & after starting process by recording a substitution of trustee on XXXX XXXX XXXX, the trustee dropped or maybe lost the file?? Anyway the substituted trustee for the bank did not then sign & record the reconveyance. And no one at bank, no one I have talked to has been able to get this done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Payoff of my lease with US Bank was sent on XX/XX/XXXX to US Bank address listed on the written payoff statement. The payment was received by US bank on XX/XX/XXXX. The dealer has written confirmation of delivery and receipt of the payoff check. I have called several times to verify and confirm the payoff was revived and applied. each time I was told by the US bank customer service person that they have no record of receiving the payoff check. I believe they have intentionally stalled in applying the payment to my account. Costing me money and threatening my excellent credit standing. They are liars and committing fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08053
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had a credit card with XXXX XXXX since XX/XX/XXXX, I have never had a late payment with the company. The credit card account issuer is Elan Financial Services ( US Bank ) but under the brand XXXX XXXX. On XX/XX/XXXX I received correspondence stating my account had been shut down with their reasoning that I " had fallen victim to a credit card scam. '' The correspondence went on to say '' we have made several attempts to contact you by phone, but have been unsuccessful. '' Neither of these statements were correct, as numerous times I've had to contacted XXXX to assure them the charges in question were legitimate. Due to the numerous holds that were occurring on my account XXXX XXXXXXXX customer service representative provided me with the direct telephone number to the fraud prevention department. During the month of XXXX I had made several calls to the fraud prevention department assuring them that indeed the credit card charges were legitimate. Towards the end XXXX I contacted the fraud department to unlock my card once again and was informed the account had been shut down due to suspicious charges. Since that point I have been unable to rectify the account closure with XXXX. As a result of the account closure I also had XXXX ( {$510.00} ) in XXXX XXXX XXXX forfeited which I am unable to receive. As of XX/XX/XXXX I had paid off the amount due ( {$20000.00} ). I have perfect credit and have had every account in my 16 year credit history paid in full and on time. In addition to the {$510.00} in rewards that have owed to me, my concern is account closure will look poorly on my future credit history. Summary : -XXXX thought I fell victim to credit card scam, which I did not. -Unable to dispute this accusation directly with anyone at XXXX XXXX -I am not able to receive {$510.00} in credit card reward points from the account owed to me from the charges I had made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53172
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Hello, This complaint is about US Bank and their XXXX credit card. I've had this credit card with them for a very long time, longer than 15 years. To my recollection, I've never experienced fraud and never disputed any transactions on this account or any other accounts with US Bank. On XX/XX/XXXX, when I received my statement, I noticed that I had several transactions that were not authorized by me. I hardly ever use this card. I only use it for purchases in XXXX or to make a one time purchase every couple of years, so US Bank would not close my card, as it happened to me before. After discovering unauthorized transactions, I immediately locked my card online to prevent further fraud from occurring. I took a day or two to look for my card and double-check with family members if they had seen it or used it. Even though it is not a common practice, I wanted to ensure the charges were not done by anyone I know. I realized that I lost my card when traveling to XXXX XXXX and coming back through XXXX on XX/XX/XXXX1. I immediately reported to US Bank every single unauthorized transaction ( which were 5 totaling over {$300.00} ) via their online dispute management system. Now, 60 days later, I still have not received a single confirmation that my disputes were received, I did not receive any credit back. I had to make payment out of my own money not to end up paying finance charges. I also logged in to the account this morning and noticed that US Bank did not even care to close out my compromised credit card and neither send me a replacement XXXX. I would like to report this serious violation of Consumer Financial rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
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 a US Bank ReliaCard that says it was for Washington DC unemployment benefits. I did not apply for those benefits, and I researched and discovered there is a scam in many states where people 's identities are being used to file false unemployment claims. I called the DC office on unemployment and when I indicated that I was calling about a debit card they transferred me over to U.S. Bank. One of the first statements the online recorded voice made was ( If you are calling about a card you received that you did not request, press # 1 ). I pressed # 1 and was told that this was an invalid entry. Then it asked me to punch in the 16 digit card number again ( Which I hadn't been asked to do before ). I punched in the number on the card I was sent, and was told this was an invalid entry. I stayed on the line, and finally got to a point where they said I could wait to speak to somebody. Then it said the wait time will be ... ... .and it hung up on me. I've tried to get through to them but can not. When I researched online people in other states with the same scam have posted " Good Luck Trying to get through ''. This is a company that the government is using to fund money going to people. It is ridiculous that there isn't a rule that these companies must make themselves available to calls. Additionally, the longer I have to wait, the more likely this identity theft is going to impact my credit. I am requesting 2 resolutions. 1. U.S. Bank Reliacard needs to provide an easy webpage to report fraud, and they need to have an easy call in system for people to get ahold of them. 2. States or areas like DC that are using U.S. Bank Reliacard should not pass you off to U.S. Bank until they fix this problem, and should take the reports of fraud and deal with the bank directly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Around 2013 several bank accounts and credit cards were opened under my name at Webster Bank without my knowledge. When I became aware of this I contacted the bank and explained the situation and was told the issue would be resolved on their end. Now on my credit history the fraudulent credit cards are still showing under my name along with late payments from this fraudulent activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Date : XX/XX/2021 To : Consumer Financial Protection Bureau From : XXXX XXXX Re : Reply with the information you requested in your XX/XX/2021 My US Bank checking account XXXX was hacked in the amount of {$480.00} on XX/XX/2021. US Bank has refused to replenish my account in the amount of {$480.00}. They claim the reason they will not reimburse me is due to the fact that I allowed a person who called me later in the day, XX/XX/2021, and said my account at US Bank had been hacked and he wanted to help me get my money back. Then I allowed him access to my account and after several minutes I indicated I had to go so he said call me the next day to continue his efforts. I never did talk with him again. See detailed sequence of events below. Person that called me The person that called me in the afternoon on XX/XX/2021 at XXXXXXXX XXXX after the money had been withdrawn, said his name was XXXX XXXX who was a Level 3 Technician at XXXX. He indicated his XXXX ID was XXXX and his phone number was XXXX. He indicated the XXXX Case # was : XXXX. I confirmed the date and time of this call with my provider, XXXX XXXX XXXX. I never did call this person back because US Bank thought my account was hacked by him. The later facts will not support that as the funds in the amount of {$480.00} at US Bank were removed from my account in the morning as confirmed by US Bank ( See Exhibit 3 ) See further information below in Sequence of events below. I later learned my account at XXXX XXXX ( # XXXX ) was attempted to be hacked for {$480.00}. As it turned out XXXX XXXX caught it and no money left my XXXX XXXX account. ( See Exhibit 5 dated XX/XX/2021 where they state we were able to prevent the transaction below from posting to your account ). Why didnt US Bank catch this hack to my account? The sequence of events on XX/XX/2021 are as follows and are critical in attempting to establish who and at what time my account was hacked. The money had been withdrawn before I allowed XXXX XXXX access to my checking account at XXXX XXXX. on XX/XX/2021. Refer to Exhibit 3 and specifically the time of day. Sequence of events on the hacking of my checking account at XXXX Bank XXXX XXXX : XXXX XXXX XXXXXXXX Received a notice through my email that my email was enrolled with XXXX at US Bank. I didnt even know what XXXX was. I didnt see this email when it first came into my computer. Your company needs to investigate the following : 1. Who is responsible at US Bank for allowing an enrollment of my account in XXXX without my authorization? 2. What is the process and security measurements taken by US Bank upon enrollment in XXXX? 3. Where did this individual get my username and password to get into my account? 4. Doesnt the bank have to confirm that the individual is who he says he is? 5. Does the bank have to get a signature or other form of proof to confirm this enrollment? 6. Is there insurance available from XXXX for this type of loss by a depositor at US Bank? Exhibit 2 : XXXXXXXX XXXX XXXX Received a Thank you from US Bank for enrolling with XXXX at US Bank. I did not see this email when it came into my computer. Exhibit 3 : XXXX AM 6XXXX Received an Email from US Bank that a payment of {$480.00} to XXXX XXXX had been deposited. I did not see this email when it first came into my computer. Note the time as this is 1 hours prior to XXXX XXXX logging into my computer. Exhibit 4 : XXXXXXXX XXXX XXXX Received an Email from US Bank that I added a contact in my apparent XXXX recipient list. I did not see this email when it came into my computer. I do not have or ever have had a XXXX recipient list. I called US Bank on the afternoon of XX/XX/2021 about my account at US Bank being hacked and in one case it had been transferred out and in another case it had not been transferred out. As it turned out the {$480.00} had been transferred out. However, it took until XX/XX/2021 to close the account by me and a new account was established. See Exhibit 6. Conclusion US Bank did not catch the fact that a XXXX account was set up on my account in the morning of XX/XX/XXXX and that someone hacked into my account and sent {$480.00} to a XXXX XXXX on XX/XX/2021. The fact is the money was sent the morning of XX/XX/2021 at XXXX to a XXXX XXXX ( see Exhibit 3 ) and the call I received from XXXX XXXX was not until XXXX on XX/XX/2021. US Bank is unwilling to reimburse me for the {$480.00} that was sent to XXXX XXXX the morning of XX/XX/2021. Their reason is that I let XXXX XXXX on to my account that afternoon when the hack to my checking account had already happened. Where are the security protocols by the bank to prevent this? I am not happy about this as the facts do not support the idea that because I allowed XXXX XXXX on to my account was the reason my account was hacked. The facts do not support this. Also, how could XXXX XXXX catch this event before it happened, and no money was sent out of the XXXX XXXX account and US Bank did not catch this hack. My contact at US Bank is XXXX XXXX in the Wealth Management area at the US Bank located at XXXX XXXX XXXX XXXX, XXXX, MN XXXX. ( XXXX ) I would like to get reimbursed from US Bank for the {$480.00}. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A