Date Received: 2021-05-19
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: -I, XXXX XXXX XXXX DID NOT contact US Bank 's XXXX XX/XX/2021 ; to my utter dismay my online XXXX statement reflected an UNAUTHORIZED replacement card being expedited XX/XX/2021, XXXX XXXX. ( Note : had I not seen the unauthorized {$12.00} expedited fee on my statement I would not have known my account was CHARGED nor would I have known an unauthorized replacement card had been issued. ) -I, XXXX XXXX XXXX DID NOT report my card lost XX/XX/2021 as I DID NOT lose my card. -I, XXXX XXXX XXXX DID NOT request a replacement card nor an expedited replacement card XX/XX/2021, XXXXXXXX XXXX -I, XXXX XXXX XXXX DID NOT receive a replacement card as I DID NOT report my card lost nor did I request an expedited replacement card XX/XX/2021, XXXX XXXX -I, XXXX XXXX XXXX DID NOT activate an unauthorized replacement card XX/XX/2021. -I, XXXX XXXX XXXX DID NOT render my account inactive XX/XX/2021. -I, XXXX XXXX XXXX DID NOT complete nor request a personal data update via Texas Workforce Commission nor US Bank 's XXXX XX/XX/2021 as stated in US Bank 's Prepaid Card Services CFPB XXXX XXXX response : The replacement card was made active on XX/XX/XXXX, but immediately made inactive and has remained inactive since XX/XX/XXXX, due to a personal data update. The very next sentence states ( US Bank 's Prepaid Card Services CFPB - XXXX response ) : Unfortunately, Texas Workforce Commission program does not allow CSR agents to update any personal data, such as address, phone, DOB, etc. and we must refer you to the agency to update this information and wait for the update from the agency ; how did my account become inactive due to a personal data update by US Bank 's ReliaCard CSR agents as I DID NOT contact Texas Workforce Commission to update, change nor request ANY personal data update? -I, XXXX XXXX XXXX provided ( XXXX ) XXXX as the contact number I could be reached not ( XXXX ) XXXX so I am not sure why the statement We attempted to contact you XX/XX/XXXX and XXXX at XXXX and were unable to leave a message as the voicemail was full is included or relevant to US Bank 's Prepaid Card Services CFPB XXXX XXXX response. -I, XXXX XXXX XXXX received a voicemail Friday, XX/XX/2021, XXXXXXXX XXXX. From a XXXX XXXX XXXX ) XXXX whom never states who she is calling on behalf of advising my account is no longer restricted, she does not know if I have a card or need a card but I can call ( XXXX ) XXXX to get a card or whatever I need to access my funds. -I, XXXX XXXX XXXX called the number provided by XXXX XXXX XXXX ) XXXX Friday, XX/XX/2021, XXXX XXXX. ; 24 minutes 38 seconds later my account is EVEN MORE RESTRICTED than when I filed, submitted my complaint with Consumer Finance Protection Bureau ( CFPB XXXX Monday, XX/XX/2021, XXXX XXXX. by CSR supervisor XXXX purporting to help me by deactivating a card the previous CSR agent ( before I ask to speak with a supervisor ) WITHOUT MY CONSENT OR REQUEST activates the UNAUTHORIZED card on my account rendering my account further RESTRICTED with NO ONLINE ACCESS to even see my account much less access funds the very same card US Bank 's Prepaid Card Services CFPB XXXX XXXX response states The replacement card was made active on XX/XX/XXXX, but immediately made inactive and has remained inactive since XX/XX/XXXX, due to a personal data update. How does the above replacement card continue to be activated then immediately deactivated Tuesday, XX/XX/2021 then AGAIN Friday, XX/XX/2021? -I, XXXX XXXX XXXX immediately contacted CFPB ( XXXX ) XXXX, Friday, XX/XX/2021, XXXX XXXX Speaking with XXXX for 30 minutes 29 seconds advising her of what just occurred above she assured me she would add notes to my complaint XXXX, while graciously asking me to remain patient allowing US Bank to respond within the 15 days allotted ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77571
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I was made aware that my identity had been stolen and that the XXXX ARKANSAS payments had been being paid out to a debit card in my name since XX/XX/XXXX. I filed a police report put a fraud alert on my credit contacted the attorney generals office and contacted the US Bank Reliacard. The bank filed a dispute for the transactions that had taken place. I was asked to verify my identity. I submitted documents to verify my identity on XX/XX/XXXX. I reached out to the bank several times to no avail. I recieved a transaction dispute form in the mail on XX/XX/XXXX. I submitted the completed form along with a copy of the police report via fax on XX/XX/XXXX. I called The US bank on XX/XX/XXXX and was advised the investigation had concluded no fraud had taken place and my identity was still not verified. I disputed the decision which was made in less than 24 hours from the time i submitted documents and was told no credit would be recieved on my behalf. I have done everything asked of me to fight the identity theft and the bank carelessly made the decision without investigation. I have been told something different every time i have called and have not recieved any kind of help. The bank neglects to contact me within the time i am told they will. Nothing has been done in a timely manner. No form of help is being offered when i have complied with everything that has been asked of me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 725XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a XXXX in XXXX Az and represent the seller. The buyer came prequalified with a loan from US Bank, XXXX XXXX XXXX, NMLS XXXX. All communication via the Loan Status Update document and other email showed the buyer as being prequalified but 3 days prior to closing, US Bank decided to deny the loan because of something on her credit from when she was married years ago. This wasn't something new that just happened and should have been caught during the weeks leading up to closing. They were unapologetic and would never give anyone a clear reason as to why the loan was denied. I never received anything in writing alerting us to a potential issue. The seller during this time had moved to TX and put an offer on a home, now risking the loss of earnest money because of US Banks negligence. The buyer quickly found a lender at XXXX who said they could close in 2 weeks if US Bank would supply the appraisal. US Bank said they would and promised each day to send it over but kept dragging their feet and delaying the paperwork. We should have known they would not do as promised and just ordered a new appraisal. Now, we are days from the second COE date and they still have not supplied the documents promised. During this time I have called my several contacts at US Bank numerous times to complain and plead for help but no one has returned my calls. I told them several lives are being held hostage and unable to move forward because of their negligence but they still do not seem to care. The lack of fiduciary duty by these in the mortgage industry is embarrassing to our industry and a cause for concern. They should not be practicing in this industry. Please let me know if there is any recourse with US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85021
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2021 {$830.00} Unauthorized banking transactions, US Bank decided without our notification or approval to provide us money so we could receive our full stimulus money. Upon giving us money again without our consent or notification, has now taken over {$800.00} of our money away having now left our banking account in the negative which will allow them to take over draft fees at their own convenience further putting our bank account in the negative. We have bills that need paid, we are unable to pay bills and US Bank claims there is NOTHING they can do because they sent out notifications on this. They did not, we did not get any notifications on this matter and we would have certainly not given our consent in this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50320
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: US Bank shows two credit card accounts in my name. I explained to US Bank that these cards, the bank account and the supporting bank accounts were all opened online with only copies of my personal info and social security card necessary. I filed a valid police report, FTC report and submitted the info. US Bank said, since my name was on the account and payments were made from a fraudulent bank account, these credit accounts must be mine. I sent their fraud unit the reports of fraudulent use of my personal info. in police and ftc reports again. Still, nothing changed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: ( Tuesday XX/XX/XXXX ) I went to a convenience store ( XXXX ) to use the XXXX ATM for a withdrawal using my unemployment issued debit card through a company called ( Reliacard ) The XXXX atm did not dispense the money and malfunctioned. I called XXXX immediately and was not able to get any help. I called the convenience store manager over and he was also not able to help. I tried to file a police report simply to document everything that happened, because with no one willing to help, I consider that theft. I called Reliacard and was told to hand write a letter stating everything that happened, and I would get a provisional credit in 10 business days. After 12 business days I called and was told another 5 business days to potentially 45 more days for their investigation. I still do not have that weeks unemployment insurance paid to me yet. I receive the payment every Tuesday, today is Tuesday XX/XX/XXXX, and for some reason I did not receive this week 's payment either yet I immediately called US Bank Reliacard just now, and they told me the payment hasn't cleared, but my unemployment website is saying it cleared yesterday ( like it does every week and I usually don't have an issue ) so I asked again about my other payment dispute from XX/XX/XXXX and they are just giving me the run around. As of today XX/XX/2021 Reliacard is illegally holding {$1200.00} of my unemployment payments and I have bills due, Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19966
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: A home equity loan came due in XX/XX/XXXX. Tried to settle with the bank which purchased the orginal loan from XXXX XXXX XXXX XXXX XXXX went under ). When into the bank in XXXX, Ca. talked to two sells rep and one manager to try and settle it with another loan, denied. Then the calls started apx XX/XX/XXXX to my office XXXX XXXX XXXX. I asked not to call me at this number due to it being a work number, failed. They kept calling 3-4 times a day then added a rebo call to the person calling. Went on for several months XXXX XXXX XXXX. during the last month or so I received a letter asking to settle for have of the amount. I was thinking it over and checking my finances. Then I got another robo call and then a person call XXXX XXXX XXXX. That told me that the left hand was not talking to the right. Now served with a court date I'm trying to get a loan to pay the amount. But found out that they put a Charge Off on the credit which makes it hard. But they are showing two amounts which one is the full amount owed and the other for a couple hundred more. A charge off is stated for amount settled for which is lower than what is owed. I tried to contact the company ( us bank ) one by u.s.mail and the other by fax. To this date no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: On XX/XX/XXXX today I contacted US Bank regarding account ending in XXXX, that is still showing up on my credit report. I spoke to someone in card services, who then transferred me to the recovery department who then transferred me to collections, then to fraud, then back to card services, then back to recovery, then fraud, then collections after speaking to 11 different people, a crossed 4 different departments, nobody was able to help me resolve this. I had previously asked for an itemized statement because I believe someone used my account. After speaking to someone in collections, they let me know that the balance was {$120.00} dating back to XXXX. I asked what I needed to do to get this off my credit report. They said they could not take any form of payment due to it being flagged by fraud and theyd transfer me back to the fraud department. I spoke to the fraud department and they said they couldnt take payments and would transfer me back to the recovery department I was then disconnected. Then on XX/XX/XXXX I received a phone call from US Bank requesting payment. I told them I would settle for {$120.00} if they agreed to a pay and delete and they agreed so I sent a letter with my check for them. On XX/XX/XXXX they cashed my check but it still remains on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95023
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Today XX/XX/2021 at Approximately XXXX I called my banking institution US BANK Regarding my XXXX dispute for an authorized debit of {$1100.00} ; which XXXX manager miss XXXX XXXX fraudulently went behind my back to take out, while I have made weekly payments. Instead of my banking institution permanently reversing the action. I was told by manager XXXX that letters were sent out to me for additional information. Information that was already provided upon filing my claim with US Bank. I am so happy that all calls are recorded for quality purposes. I was told because I gave XXXX my card number for the transaction amount of {$200.00} as well as other amounts. That they charge my card for an unauthorized amount of {$1100.00} isnt fraudulent. I then asked Miss XXXX a supervisor for US Bank, If it is OK to authorize a transaction for one agreed amount, then the merchant takes it upon themselves to authorize a second amount, which was not communicated prior to said in authorize transaction? Miss XXXX was preparing to hang the phone up on me, instead of answer my question.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93309
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on a mortgage refinance on XX/XX/XXXX, at closing ( when we closed on the loan ), approximately {$1300.00} was collected by then mortgage holder XXXX XXXX, XXXX, for 12 months of hazard insurance. Shortly thereafter, XXXX XXXX sold the mortgage to US Bank. I assumed that the collected hazard insurance funds would be provided by US Bank to my insurance provider ; XXXX. I didn't receive any notification of a lapse in payment until my insurance provider phoned me on XX/XX/XXXX, indicating that the current mortgage holder ; US Bank, did not make any Hazard insurance payment ( despite collecting 12 months of Hazard Insurance at closing and collecting approx {$100.00} monthly via my mortgage payment. ) That same day, my insurance provider also called US Bank, during that call my insurance provider explicitly told them they needed to make a payment to XXXX immediately to bring the insurance current, which a representative of US Bank apparently ( according to my insurance provider ) agreed to do. I assumed this was matter was taken care of until I received a letter from US Bank, dated XX/XX/XXXX indicating that insurance had lapsed and that although they admit to speaking to my insurance provider, US Bank dishonestly claims " that there was no mention of a lapse in payment '' and rather the insurance agency had contacted US Bank over an " incorrect mortgagee clause '. This a patent lie, the entire reason for my insurance provider to reach out to US Bank was to insure that a payment was made on my hazard insurance. I then received notice from US Bank dated XX/XX/XXXX that they had not received proof of insurance for the period XX/XX/XXXX to XX/XX/XXXX and if they did not receive proof, they would charge me for " {$4600.00} annually '' for insurance coverage for the period indicated. This amount is almost 3x what I am paying for Hazard insurance. I believe this is an example of incompetence on the part of US Bank ( they just failed to make the payment ) and them trying to stick the consumer with the bill for that incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A