Date Received: 2021-07-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am writing to complain of the practices of Elan Financial Services ( Elan ), issuer of credit cards for Fidelity Investments, among other sponsors, which are certainly anti-consumer and may be violative of the Fair Credit Billing Act, 15 U.S.C. 1666 et seq. When Elan detects what it believes to be a fraudulent charge it calls the cardholder and uses high pressure tactics to elicit a yes or no answer to whether or not a list of charges, given with few details, are authorized or fraudulent. I think it fair to say that it is unreasonable to expect an average consumer without contemporaneous access to paper or electronic records to recall every charge he or she may have made over several days, particularly given the paucity of details. If the cardholder says no they do not recognize the charge, the charge is declared fraudulent and the account is immediately blocked for days until a new card is received, denying the cardholder access to credit and creating an incentive for the cardholder to acknowledge small charges that he or she may not really recognize. I particularly request the Bureau to investigate what if any use Elan makes of a yes answer made by a pressured consumer, recognizing the charge in the recorded phone call but later wishing to dispute the charge under the Fair Credit Billing Act, when the monthly statement arrives. Elans tactics raise a fair question as to whether Elan is attempting to prejudice consumers Fair Credit Billing Act rights by having at its disposal a recorded telephone conversation during which the cardholder acknowledged the charge. What is clear, in any event, is that these tactics contravene the scheme created by the Fair Credit Billing Act of allowing consumers to review their periodic statements within a period of their convenience and with access to their records, and to dispute charges they then find to be unauthorized. The effect and, I believe, purpose of these practices is not to prevent fraud, but to shift any possible loss onto the consumer and away from the card issuer in contravention of the Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Account Name : US BK XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : XXXX Reason : Identity theft Please remove it from my Credit Report. Account Name : XXXX/XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : XXXX Reason : Identity theft Please remove it from my Credit Report. Account Name : XXXX/XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : XXXX Reason : Identity theft Please remove it from my Credit Report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85301
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I deposited two checks with US Bank via mobile deposit : # XXXX {$20.00} on XX/XX/XXXX and # XXXX for {$20.00} on XX/XX/XXXX. I later received an email from US Bank indicating a check for {$20.00} was flagged as a duplicate and would not be credited to my account. I called and had a long discussion with US Bank. The customer service representatives on that side had a very hard time understanding the issue initially because US Bank had no record visible in their system of check # XXXX from XX/XX/XXXX ( despite the email I received ). If US Bank flagged this as a duplicate, it is baffling to me why they would delete the check image I submitted. I would think they would be even more likely to keep that image as proof that it was a duplicate of the credited item. I see no reason why they would delete the image except to make it impossible to dispute the " duplicate '' conclusion. I will return to this point shortly. Luckily, I had not yet disposed of the checks, so I was able to share with the representative the two check numbers. The representative told me I would need to go to a branch to re-deposit the declined check, which I understood ( wrongly ) was check # XXXX. Keep in mind that US Bank did not provide me with the check number or image of the deposited check either online or via the mobile app, so I was entirely reliant on the verbal communication of the representative. Since I understood check # XXXX was already deposited, I properly shredded it. A week later, I took check # XXXX to the branch ( which really was a duplicate of the existing credit deposit ). I have now called US Bank again to dispute the fact that they did not credit my account for check # XXXX. Both the representative and supervisor insist that US Bank does not keep the image of a check flagged as duplicate. In other words, US Bank has a single image of a single check. If US Bank had kept both images, it would be a simple matter to pull up the two images and have a human examine them to see they are clearly different. A single image can not support a claim of two deposits being duplicates. Two images would be required to make such an assertion. It is my belief that US Bank 's policy to immediately delete and not store images of checks that their system flags as " duplicates '' is abusive under CFPB laws and regulations. A reasonable consumer should be able to rely on their financial depository institution to act in the consumers interest by ( 1 ) having reasonable quality control checks in place to ensure funds are not incorrectly denied deposit, ( 2 ) saving the check images the institution claims are duplicates to allow for further evaluation if necessary, and ( 3 ) providing a simple and direct avenue to dispute the rejection of a check or deposit package ( e.g. a dispute this decision button in the mobile app, website, or email notification ). By deleting deposit package images, by withholding those images and that information from its customer service representatives and consumers, and by failing to have any efficient avenue of dispute, US Bank is taking unreasonable advantage of consumers reliance that the bank is ( or should be ) acting in their interests and that their apps, images, processes, and systems are ( or should be ) designed to protect the consumer. Sincerely, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-30
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I have been attempting to obtain a debit card from US Bank Reliacard for almost a year to access my unemployment funds. I have sent in the verification information that was requested several times. However, they have still refused to update my address. I was informed that the update has to come directly from Unemployment. My address has been updated with unemployment for a while. However, US Bank has refused to mail me a card that has my unemployment funds. I am concerned that my funds will be sent back to unemployment and I will not received my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received a call from the phone number XXXX ( XXXX ) XXXX at XXXX XXXX on XX/XX/2021 from a person saying they were from US BANK offering a credit card offer that I had received in the mail. The man on the line began with some small talk about being in XXXX and talking about the weather. Feeling reassured, I consented to being recorded and to opening the card and the man on the line who had already said my full name and address asked me to state my address, birthday, cell phone number, employment status, yearly income, and last 4 digits of my social security number. When he said that my connection was getting bad and began to sound frustrated so he said he though he had a solution and hung up. I realized when he did not call back that it had been a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44109
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have repeatedly asked for the signed application fro the year this account was open and have been refused this information This company bought the debt from another company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Us Bank reported on my credit report late on XX/XX/XXXX and on XX/XX/XXXX. i contacted USBank on XX/XX/XXXX to check those marks, and the representative : XXXX, confirmed to me that she dose see a payment on XXXX of XXXX and on XXXX of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received my XXXX unemployment benefits on the US Bank Relia Card. My money is on the card but I'm unable to access it because the account is restricted for no apparent reason. I have been without money for 3 weeks unable to pay my bills and facing an eviction. They tell me that XXXX has flagged my account and XXXX has not had any flags on my account ever. I have called and confirmed this. Yet US Bank refuses to believe me and I can't get anyone to speak on my behalf. I have sent them 8 different documents confirming my identity yet it is not enough. The us bank has sent me letters telling me they will close my account and return the money but XXXX SAYS THERE ISNT ANYWAY THEY CAN DO THAT AND IF THE CARD EXPIRES WITH FUNDS ON IT THEY will then return it but they can't re issue me that money. I need this money. I have confirmed my I. D. With u. S. Bank in my opinion. They are not satisfied. I have even sent them copies of the correspondence they have sent me. XXXX has never made me verify my identity so why does the Relia card insist upon it and why don't they comunicate with them if they insist XXXX has the restriction instead of using me as a mediator a go between? XXXX assures me my account with unemoyment is good. They told me if it weren't they would have never issued the funds to US bank if my account was flagged. Please help me to get my money I need to pay my bills and eat.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX ISSUE : Discriminatory/unfair/deceptive mortgage practices by US Bank Mortgage ( hereafter called US Bank ) Based on the amount due that US Bank listed for my XXXX ( $ XXXX ) and now XXXX XXXX $ XXXX ) mortgage statement, US Bank is refusing to honor the mortgage agreement that was made based on the escrow shortage statement ( Statement 3 ) they provided to me. US Bank sent to me an escrow shortage statement ( statement 1 ) to pay {$590.00} shortfall, mortgage will be {$990.00} ( current mortgage $ XXXX ), otherwise it will be {$1000.00}. I contacted them in XXXX at the listed toll free number to ask about making the payment in one of their branches. I was told that I could not make the payment in the branch because the form had to be signed and that the branches did not have the form. It made no sense to me that in the age of electronic mortgage payments, the escrow shortage payment had to made by mail. So, I knew this was their way of trying to add unnecessary difficulty to the process. I told the representative that I still wanted to make the escrow shortage payment because I wanted to make sure my XXXX payment was not the increased amount. I was told that a new escrow assessment ( statement 2 ) would have to be done and I would receive another letter with the agreement and escrow amount in 3-4 days and that my mortgage would not be increased if the amount was paid by the date on the agreement. I waited for the so called updated escrow letter/agreement and did not receive it. After about 8-10 days, I emailed US Bank about the issue from the contact us option in online banking ; I did not receive an email response or direct response. Several days later, I received in the mail the supposed updated escrow agreement letter/shortage document ( Statement 3, since statement 2 was not received ) with the stated escrow shortage amount that needed to be paid ( {$1000.00} XXXX and the amount my mortgage would be ( {$960.00} XXXX if the escrow shortage payment was made before XX/XX/XXXX. Unlike Statement 1, this was a letter only and a preaddressed return envelope. Statement 1 was a shortage coupon that contained the return address and a window envelope to display the address on the coupon. I obtained a US Bank cashiers check from my US Bank checking account for the amount ( {$1000.00} ) stated on the Statement 3 letter/agreement. I sent the payment to US Bank via priority mail with tracking. I sent the payment to the address listed on the preaddressed envelope that was received with Statement 3 ( I kept the original preaddressed envelope for my records ). I took photographs of Statement 3 and the cashiers check, and a photo of the mailing envelopes ( the one that they provided, which I retained, and the one that I put the payment in before placing it in the priority mail envelope with the same address designated in the mailing system ). The item was delivered to the address 15 days before the XX/XX/XXXX mortgage payment date. I will attach these items if your system allows ; otherwise, please contact me for these items. Near the end of XXXX, I noticed that a mortgage due amount of $ XXXX was listed on my account for XX/XX/XXXX th. I called US Bank to ask why the reduced amount was not showing since they received the payment on-time. I was not provided any satisfactory answer and was even told that the payment had to be transferred to a XXXX XXXX address because it was sent to the Minnesota office, which is the wrong address. I informed the call representative that the payment was sent to the address listed on the preaddressed US Bank envelope that was received. I was told that the XX/XX/XXXX th payment of $ XXXX would be taken. I was also told some additional things that made no sense ( if I did not accidentally delete it, I should have a recording of the call ). In XXXX, US Bank took XXXX, from my account for the XXXX mortgage payment. I checked my account around XX/XX/XXXX th or a few days after and noticed that the XXXX payment due amount is listed as $ XXXX instead of the XXXX listed on the agreement. I emailed US Bank using the same mechanism as before to let them I was upset about their deception and to let them know I would be filing a complaint. Its amazing to me how signed agreements against the consumer are considered to be binding but not nothing is binding for businesses and institutions. The mortgage payment is on automatic payment, US Bank can take what they want, so they dont care about what the means on my end if the account is short because I am expecting the payment to be lower based on the agreement. If the account is short, US Bank is going to want to charge me late fees or place negative things against my credit standing. It appears to me that US Bank is intentionally steering me towards what can be counted as missed payments and also result in negative impacts to my credit standing. I also have a high balance credit card with US Bank ; I am now thinking they have analyzed my accounts to add difficulties that benefit them - keep me from paying the little extra that I am able to pay on the card at times, by working to keep my mortgage higher than the agreed on payment listed on the statement. I believe that my race is a prevailing factor in why I am being targeted with these deceptive practices and being steered towards a higher mortgage payment unnecessarily. If they are doing this to me, I know there are others. All US Banks accounts, should be audited by an independent regulatory authority to determine if this type of discriminatory, bait and switch tactic is systemic nationally or if it is regionally dependent. I do not want to be contacted by phone. To ensure written records are generated and maintained, I want responses to be in writing, just as this complaint is in writing. I want to receive the records pertaining to this complaint and kept abreast of the status. I want the agreement that I signed to matter and my mortgage payment set to the agreed amount. I know what my budget can handle and I know the things that I need to do to continue to own my property. I did that when I made the payment. I need the agreement to be honored as stated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37072
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I appled for U.S. Bank XXXX XXXX card and was approved. The card arrived with no issue. Howvever, what happened next made me regret ever applying for that card and dealing with this bank. I activated my card online as instructed by the prints on the sticker on the card. When I tried to add my card to XXXX XXXX, I got a message stating that I needed to call the bank. I called the bank, and was simply told that there would be a " callback '' within 24 hours. I said no problem and waited for two days with no call. I noted that although the card had been activated I was not able to use the card ( per U.S. Bank, due to the pending " callback '' ). I called the bank and inquired the status of this callback, and was told that I had to wait another 24 hours. A week passed, there had been no such " callback '' ever. At the same time, since I received the card, I have been receiving 5 robo calls per day asking me to activate the card. These never stop spam calls drove me so upset, that yesterday I kindly asked to close this account. Well, surprise surprise, I was told that they can not close my account until someone does the " callback ''. I requested to talk with the unit within the bank which does this " callback '', and was declined. I then asked the Bank to remove my phone number from the robo calls, yet was also declined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A