Date Received: 2021-05-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX, I went to one of US bank branch that is located at XXXX XXXX XXXX, XXXX, ca.XXXX. I met a branch manager here who is named XXXX XXXX. XXXX XXXX discriminated me and treated me badly because I was not XXXX! I was treated horrible! XXXX XXXX called the police on me when I refused to leave the bank! I have banked with US Bank for several years, I was happy with their service at first. Recently US bank have been absolutely terrible! I actually feel like they are crooks and have stolen money from me. They charged me {$110.00} for international transaction fee while the branch manager promised me that my checking account will be XXXX fee if I had the direct deposit! I contacted US bank customer service many times to ask for the refund and they advice me should talk to US bank branch manager to get the money back! XXXX XXXX is the worst branch manager who I ever met! He provided me the worst services ever and took no responsibility for the banks mistake on my account! I told mr. XXXX that US bank branch manager didnt disclose to me about 3 % international processing fee when I opened the checking account with US bank! Unfortunately mr. XXXX had no empathy for me instead Of rolling his eyes on me with an angry looked and asking me to leave the bank when I asked to waive for the international transaction fee! He even advices me to close the checking account with US bank and had nothing to do with me! It seemed like mr. XXXX was worrying about the US banks customers knew about how bad the US Bank .... he asked me to leave ... or he would call the police on me! I definitely do not trust US bank with my money but I need my money back before I close my account with them!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92840
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
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: Regarding my recent Visa dispute amount of {$8400.00} for the lack of results of XXXX XXXX : USBank closed my dispute because it wasn't in the the 60 day timeframe from the XX/XX/20 transaction. The doctor kept telling me to " Wait and see another month, it may look different ... '' each time I contacted him. So he pushed me to wait 6 months, meanwhile, he probably knew the time limit to file a chargeback is apparently 60 days with Visa. By the time the doctor finally said, " No, there's nothing more I can do for you, '' it was 6 months post transaction. I had to get the XXXX redone and will likely need one more this year on my XXXX XXXX to look normal again. I feel duped not only by XXXX XXXX, but also by the these credit card companies that claim to protect you from poor quality service. How can they protect issues like these when the time limit won't cover " healing time '' requirements by surgeons? Thanks XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83713
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: US Bank made an unauthorized deduction from my personal XXXX XXXX checking account. I leased a XXXX vehicle through US Bank onXX/XX/XXXX via XXXX XXXX XXXX Dealership ( see attached lease agreement ). My lease was for 36 months ; last payment was supposed to beXX/XX/XXXX ( see attached spreadsheet ) ; payments were required to be deducted automatically and directly from my bank account. 1 ) I was supposed to return the vehicle to the dealer on Sat, XXXX. 2 ) I called US Bank onXX/XX/XXXX ( per my XXXX phone records I spoke with a customer service rep for 9 min ), and asked if I would be able to return the vehicle on Mon, XXXX, since I was not yet over my expected mileage. The bank rep said I have a week grace period and could return the car on Sat,XX/XX/XXXX to any XXXX dealer. 3 ) OnXX/XX/XXXX I noticed US Bank made an unauthorized {$490.00} deduction from my bank account. I immediately called US Bank and spoke to a rep ( for 4 minutes ) ; I asked why I was charged another month and the bank rep said it was an error ; that my auto-payments should have stopped on XX/XX/XXXXand they would submit a claim to have me refunded. I didnt call my bank to dispute the charge, because I spoke to a US Bank rep who said they would take care of it. 4 ) On Fri,XX/XX/XXXX, I returned the vehicle to XXXX XXXX Dealership. As instructed by US Bank, I called to notify the bank that I returned the lease vehicle. My phone records show my phone call lasted 19 minutes as I was waiting on hold for a very long time just to notify the bank that I did return the vehicle. 5 ) OnXX/XX/XXXX, I called US Bank again to verify I would get a credit for the unauthorized {$490.00} deducted out of my bank account. I was on the phone for 26 min. The rep indicated they would follow up. 6 ) OnXX/XX/XXXX, after not yet receiving any credit or check, I called US bank again. On the phone for another 20 minutes trying to resolve this issue. The rep agreed there was an error and would escalate my issue to get me a refund. 7 ) OnXX/XX/XXXX, I received a letter in the mail from US Bank ( see attached letter ) indicating that my unauthorized {$490.00} payment was figured into a payoff amount that the dealer made. I had no idea that the dealer purchased the vehicle, and it is also not my responsibility to follow up with the dealership to get my money back that the bank took out of my bank account without my authorization. Per my lease contract, the bank was authorized to deduct only 35 payments from my bank. The 1st payment was included in my initial down payment of the vehicle. Anyone should imagine how shocked I am by this letter. US Bank stole money out of my bank account and continuously inconveniencing me by continuously calling US Bank. 8 ) OnXX/XX/XXXX, I called US Bank and spoke with 2 reps over a period of 1 hr and 3 min. The first person I spoke to acknowledged the issue and said hes seen its happened before. I asked to speak to a supervisor and he put me on the phone with XXXX. XXXX said US Bank is not responsible and I would have to submit a dispute with my personal bank where the money was deducted from. I was irate. XXXX put me on hold and never returned to my call. I can not afford to lose {$500.00} out of my hard earned money. This unauthorized transaction from my personal checking account should be considered illegal, unethical and direct theft. I can only imagine how many people this has been done to who didnt realize, or didnt have the patience to continue to follow the issue through resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Hi, and how are? Im shocked at the proof that you sent me based on my validation request. The law allows me to request validation for above account. I dont know your company, as you may be a scam artist trying to get money from people. I sent a letter to you 30 days ago asking for the following items. ( 1 ). Contract with my name on it. ( 2 ) .Fullaccounting of this account. ( 3 ). Proof that you have the right to collect money from me. ( 4 ). Proof that you have the right to collect in my state. And more. Where is this proof? How does what you sentmeprove that this account belongs to me? It does not. Your company has failed on multiple levels. Let me tell you how. ( 1 ). You reported a debt to the credit bureaus causing my score to go down without validating. Violation ( 2 ). You failed to provide sufficient proof, yet still continue collection activity by validating the debt above. Violation Would you like me to continue? DELETE THIS ACCOUNT ASAP or face complaints to the FTC, XXXX, Consumer Financial Protection Bureau, and the Attorney Generals Office. I will also be reviewing my state law to see if a bond is required and if your company is registered to collect in my state. Dont escalate this matter further over this little debt. Delete it at once.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I reported a lost card they said it would be close and I would receive a new card well while all that is right they never closed my lost card account and sont got my funds from the card and I dispute it and they never gave me my provisional credit like it stated I would receive if they were not done in ten business days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 794XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: US Bank is advertising a 0 % APR ( Annual percentage Rate ) for a balance transfer for 15 billing cycles. Yet Because they charge a 3 % fee for the balance transfer the actual APR is of course 2.4 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently sold my home, but a title search indicated that there was not a satisfaction of mortgage document filed on the property when I paid off the mortgage in XXXX. The mortgage company was XXXX XXXX and it was either owned by or acquired by U S Bank in XXXX. This would have been 3 years after I paid off the mortgage. The title company I was working with requested the satisfaction of mortgage document from U S Bank in XXXX, XXXX. They initially said they would forward the document to the title company within three weeks. They would not give the title person a specific department number or name of a specific bank representative. Each time she tried to contact U S Bank, she had to use the general customer service number. Apparently, we are waiting for someone in the Releases Purged Department to send the document, but the bank will not give a number for that department, and will not provide a contact person. The last email I received from my title company stated that we are " basically at the mercy of U S Bank at the moment. '' As of this date, XX/XX/XXXX, I have not received any notification from U S Bank. It has been about 2 1/2 months since they were initially notified. As a consequence, at the closing of my house on XX/XX/XXXX, the buyer 's title company withheld nearly {$100000.00} of my proceeds from the sale of my house. They also charged me {$150.00} to withhold my money. Everyone else has been paid -- title companies, realtor, and the buyer has moved into the house. I am the only one who does not have all of my money. I took out a mortgage on another house, and was planning to pay off this new mortgage with the proceeds from the sale of my other house. Now I am paying a mortgage on this new property. U S Bank should not be able to withhold a document that is preventing me from having all the proceeds of my sale to be paid to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55426
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XX/XX/XXXX, Respondent marketed a new checking account promotion to me, which offer provided that if I opened a new checking account with them, signed up for e-statements by XX/XX/XXXX, and within 60 days of account opening made at least two direct deposits of {$4000.00} or more each, I would receive a {$300.00} promotional bonus. The plain language of the terms did not limit " direct deposits '' to deposits that did not originate from another checking account, or to those that originated from an employer in whom I owned no equity and was not an authorized signatory of or other government program. The only time limit specified was for the original two deposits, which already meet the definition of recurring by being more than one such deposit. At some point between offer receipt and XX/XX/XXXX I inquired with Respondent about whether disbursements from the distinct legal entity of the PLLC I perform my XXXX through, which holds a business checking account in its own name ( XXXX XXXX XXXX XXXX XXXX XXXX ), to me would be qualifying, and they indicated they would be. This offer induced me to change banks for personal checking at considerable hassle and effort by opening the new account on XX/XX/XXXX prior to the posted offer expiration and using the promo code advertised ( XXXX ), then timely sign up for e-statements and then through that reasonable reliance, manage the timing of membership disbursements of the PLLC to me as well as obtain financing at some expense to arrange for the payor bank of the PLLC to make two separate {$4000.00} direct deposits into my new personal checking account with Respondent, which were dated XX/XX/XXXX and XX/XX/XXXX, and so were timely made within 60 days of account opening. Respondent 's marketing materials had indicated that the {$300.00} credit could take 2-3 months after completing the offer to post. When the {$300.00} credit had not issued by XX/XX/XXXX, I called XXXX 's general customer service line to inquire. This initial call lasted at least 48 minutes and included 4-5 transfers between departments before a representative was willing to look into it. The final representative I spoke with on XXXX did extensive research and agreed with me that I had met all of the promotion 's terms for the bonus, but could not manually submit it to issue as they could not find the original promo code I had entered, which at that time I did not have access to either. I was then told I'd need to call " Cafe Deposits '' at a specified direct line during certain hours the next day as they would be able to tell what promo code was used and issue the credit. I did so on XX/XX/XXXX, and the direct line redirected me to the automated phone system, then to customer support. Eventually, someone was able to manually transfer me to a representative from " XXXX XXXX, '' who felt they had the promotion identified, but noted that their in-house backend system had classified the deposits the payor bank had sent as " real-time transfers. '' The representative accepted a misclassification had occurred and the terms of the promotion satisfied, but believed that if they submitted the credit request, it would be rejected unless this classification was overridden. Though the account was opened online, they believed the manager of the branch assigned to the account would need to help them approve this, and said they'd email the branch manager and then either take care of getting me the credit or let me know if it needed to be escalated further. This second call lasted at least another 53 minutes. When I didn't hear back from the branch manager or the last representative over the next more than 2 weeks, still with no credit issued, I tried to call the " XXXX XXXX '' " direct '' line on Friday XX/XX/XXXX. I was redirected again to the automated phone system, then to customer support. The customer support agent found notes from the XXXX calls, but not the XXXX references to contacting the branch manager. They could not locate the promo code just as the XXXX rep could not, and could not transfer me to " XXXX XXXX '' as that department had closed. He instead put in a request for me to get a call back from that department today, XX/XX/XXXX. This call took another 33 minutes. A representative from a new department in XXXX followed-up on this and called me today, XX/XX/XXXX. Today 's representative had no issue seeing what code had been entered ( XXXX ), but in contradiction to the information provided to me and the written terms of the offer insisted that because the system classified it as " transfers '' and had originated from another checking account on which I was a signor ( despite that being in my capacity as manager of the PLLC that owned that account ) and that " recurring '' direct deposits meant more than 2 deposits, as well as asserting new terms not provided anywhere in the written agreement that deposits that were not payments from unrelated ( not one 's own company ) employers or government programs did not qualify. Consequently, today 's representative provided me the code that was used and a reference number of XXXX, but indicated that Respondent would refuse to honor the offer. I believe this is a contract breach being done pursuant to an efficient breach policy that may also violate Federal consumer protection regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: US BANK - HELOC lending department, XXXX AZ XXXX After months of asking just one document at a time for our application, repeatedly asking for the same document after it was uploaded in their online system already. We received multiple alerts that our file will be closed in 5 days if we didn't submit the already uploaded documents. Our HELOC application was abruptly closed and we received a email saying we do not qualify for HELOC loans due to not being a GC holder or a US citizen. We have been in the states and hold a legal residential status and are eligible for loans/mortgages and credit lending for almost 15 years, never been denied a loan and our credit worthiness is exemplary. Strangely, we also have an EXISTING HELOC loan with the same bank and we were starting a new application for a better interest rate and adding an additional primary borrower on the HELOC. The agent made no attempt to clarify the legal status before carelessly closing the Application. After pointing out the issue personally to a local branch, no attempt was made by the bank to clarify the situation, address the complaint or even attempt a courtesy apology for inconvenience with some education on their guidelines for rejection of loan for my better understanding.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a single XXXX XXXX XXXX XXXX woman and I have been on time with my mortgage payments for almost 5 years. My mortgage is with US Bank. I bought the home on XX/XX/XXXX and had financial debt and filed Chapter XXXX bankruptcy in XXXX. It was finalized in XX/XX/XXXX. I changed jobs in XX/XX/XXXX because my work place was toxic and accepted a XXXX job with the XXXX of Minnesota in XX/XX/XXXX. I have struggled since that time to continue to make my mortgage payments because the job change resulted in a pretty substantial pay cut. I have reduced my living expenses to the best of my ability and even rented out a room on XXXX before Covid. I recently tried inquiring with US Bank my lender about loan modification due to financial hardship with a goal toward reducing my interest rate and monthly payment given that I am not in default and have equity of more than 20 % in my home. US Bank repeatedly said they had emailed me the application but sent me a link that led to a dead end and said I needed Adobe Reader to download the document. I have XXXX and can prove it. I called repeatedly to talk to someone and asked them to mail me the application and they said they did but they did not. My last call was on Friday XX/XX/XXXX when the woman said that she would have someone named XXXX at US Bank email me by the end of the day. I asked what the email address was so I could look for it, and decided to try to email him myself to ensure it was a good address. Not surprised that it bounced back as invalid and once again US Bank had no intentions of trying to help me. They make more money if they can foreclose and sell it to the highest bidder. But I have rights as a consumer and a homeowner and they are messing with the wrong person because I am not afraid to exercise my rights and file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55104
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A