Date Received: 2021-05-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: US Bank is reporting a late on my credit file that needs to be removed. I had my account on deferment for XXXX, XXXX, and XXXX. However, when I looked at my credit file I noticed that they reported me late for the month of XXXX in 2020. This is not my error, and it must be removed immediatley.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: My wife had this card that was offered when we got a new checking account. I must have received one also but never activated it. My wife XXXX XXXX in XXXX and because my name is also on the checking account. I have no access to this account and they don't mail the bill until it was past due. Where they applied late fees and interest rates. elan financial, cardmember service, I received the bill XX/XX/XXXX where there was XXXX late fees and XXXX interest charged.I am going to pay this off as soon as I save enough money, but these people don't help. Twice I have asked them to mail the bill on time and twice I have received it past due. I don't feel I am responsible for it at all. Never signed for, never used it and they know it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have been working with a debt consolidation company and paid off a negotiated settlement with XXXX XXXX and U.S Bank. The resolution has not been reported to credit bureaus. Furthermore, my loan officer told me the resolutions have not shown up on my credit report. I have repeatedly contacted the aforementioned financial institutions and I have either heard " there's nothing in our system '' or " the letter is in the mail '' or they direct me to other departments that have nothing to do with my issue. This has been going on for close to a month and nothing has happened and no letter has been received. This is effecting my ability to get a loan for a home with the lowest possible interest rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55305
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Received a credit card in the mail addressed to XXXX XXXX at my address. No one here with that name, we've lived here almost 20 years in a single family house. The card is a US Bank ReliaCard Visa debit card, needs to be activated. I called the number to report the fraud/mistake, but can't reach a service agent without entering a card number ( which I didn't want to enter in case it activates the card ) or account number, which I don't have, of course, since I didn't apply for the card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was in the hospital and my wallet was locked up with security. My Reliacard unemployment card through US Bank had two fraudulent bill pays. XX/XX/2021 for {$2000.00} payable to XXXX XXXX XXXX and XX/XX/2021 for {$1000.00} to the same person. No phone number listed for XXXX XXXX XXXX but an email was listed XXXX. It also shows the last four digits of his account as XXXX. I never used bill pay and never added this person as a payee. Total theft and fraud or bank mistake. I emailed it to see if it was a company but no response. I have contacted cardholder services many times and got many different answers. I still have not got my money back. Reliacard says the bill pay is a third party company called XXXX XXXX. They said they have no way to contact them. They can only submit an email to them and wait. No response from them and I have spoken to many supervisors. I need this money for my rent and bills. I have been dealing with this for so long. Ive sent them required faxes and they say they cant do anything else. I was told they cancelled the bill pay but that did not work. I also filed a complaint with the integrity department at the actual unemployment office. That did nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I ( along with 3 family members XXXX received prepaid {$100.00} Visa XXXX cards in XX/XX/XXXX purchased at a XXXX store in XXXX, OH. The website listed on the card is XXXX and the contact number XXXX. The card has been in my possession, unopened in the packaging since receipt. When I tried to access the card online on XX/XX/XXXX, the website states another person has already registered the card and used all the funds in XX/XX/XXXX. I contacted the other recipients of these cards and they all experienced the exact same issue. The funds were stolen from their unopened cards. If this happened to all 3 recipients in our case I imagine many others were negatively impacted. I contacted the card processing agency at XXXX and spoke with a manager named " XXXX '' who informed me they could not help unless I had the original purchase receipt for the card. I do not have this as it was a gift, a very common use for these types of cards. I contacted the gift giver and they no longer have the receipt for the card. I still have the physical card and all the original packaging in my possession. When I asked XXXX how someone could register my card and use all funds without the physical card she replied, " hackers have access to all kinds of things on the internet. '' She also stated that this is a reoccurring issue with their cards. My guess is that a data breach occurred and information for multiple cards was lost or the processing company is illegally selling the information secondhand. I asked for any possible resolution to prove I'm the rightful card owner ( the physical card, the packaging, or any of the corresponding identification numbers ) and regain the stolen funds, however the agents refused to help in any way other than the original purchase receipt. This does not seem like a fair practice to the consumer as people do not typically receive a receipt with a gift card. It allows the company to skirt responsibility for widespread fraud perpetuated with their product.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I seek your assistance to ensure due process for those who applied for Forbearance Mortgage Assistance and Mortgage Assistance Programs through the US Bank. In XX/XX/XXXX, I submitted my application to the US Bank Mortgage Assistance Program. On XX/XX/XXXX, the US Bank emailed me and stated that I needed to explain an extra {$3000.00} to my income. On XX/XX/XXXX, I called the US Bank and verbally explained that my oldest child and only XXXX unexpectedly passed in XX/XX/XXXX. And because her life insurance with my State benefits expired on her XXXX birthday, I had to pay for all her funeral and burial costs. The funeral and burial expenses were not in my budget. Therefore, as the single XXXX XXXX XXXX XXXX, I XXXX extra university classes to earn more money to help keep my family afloat. The Customer Service Representative told me that I needed to email documentation to verify that information. Thus, on the same date, XX/XX/XXXX, I received the US Bank 's email. I also emailed the US Bank a written explanation documenting my university 's pay-schedule dates and contracts of the extra courses I XXXX Please note that I regularly made mortgage payments when while I was on the US Bank forbearance program. The US Bank mailed me a letter dated XX/XX/XXXX, stating my consumer mortgage assistance application was closed because I did not explain why my income increased by {$3000.00}. The US Postal mail is slow. Hence, I did not receive and read the US Bank letter until XX/XX/XXXX. After reading the letter, I immediately called US Bank and spoke to XXXX on XX/XX/XXXX. XXXX reviewed my US Bank electronic file, and she too was perplexed because my written explanations of my XXXX XXXX unexpected death and the additional {$3000.00} documentations were noted in the US Bank electronic files. She told me she would forward the matter to management and to call US Bank in a week to obtain an update. On XX/XX/XXXX, I called to follow up and was rudely told by a Customer Service Representative that : 1 ) My case and application were close 2 ) The US Bank electronic files did not have any written or verbal XX/XX/XXXX documentation explaining the extra {$3000.00} income 3 ) I could not appeal the US Bank decision 4 ) I would not be able to speak with a supervisor. Knowing she was not telling the truth, I challenged her on her unprofessional and incorrect responses. Subsequently, she put me on hold but never returned to the call. Therefore, I immediately called the US Bank again seconds later, on XX/XX/XXXX. This time, I spoke to another Customer Service Representative, her name was XXXX. XXXX told me that my application was denied because the Customer Representative I spoke with on XX/XX/XXXX, did not note in the US Bank electronic files that I verbally explained the extra {$3000.00} income. She stated documentation I emailed the US Bank on XX/XX/XXXX, was unnecessary. XXXX said that the US Bank that I just needed me to provide them a verbal explanation of the extra {$3000.00} reflected in income. She stated even though the US Bank had the documentation I emailed on XX/XX/XXXX, because the Customer Service Representative did not provide any electronic notes in the US Bank 's system, my application was denied for being incomplete. XXXX put me on hold and said her supervision would review the recorded XX/XX/XXXX, Customer Service Representative to assess if I " verbally explained the extra {$3000.00} income ''. XXXX also stated the US Bank would put me back on the US Bank forbearance program effective XX/XX/XXXX. She assured me I did not have to worry about losing my home. XXXX then directed me to call the US Bank back on Friday, XX/XX/XXXX, to receive an update on the US Bank 's internal investigation of the XX/XX/XXXX customer service call. On XX/XX/XXXX, I called and spoke to a Customer Service Representative. Her name was XXXX. She informed me that while the US Bank electronic files show that I called on Monday, XX/XX/XXXX : 1. The Customer Service Representative, XXXX, never put any electronic notes in the US Bank IT system about any such internal investigation of the recorded XX/XX/XXXX customer service call 2. On XX/XX/XXXX, XXXX nor her supervisor never re-instated me back on the US Bank mortgage forbearance program as I was told they did 3. As XXXX verified on XX/XX/XXXX, XXXX also confirmed that all my dated ( XX/XX/XXXX ) documentations were in the US Bank electronic filing system. 4. On XX/XX/XXXX, XXXX legitimately put me back on the US Bank forbearance program, so my home would not be in jeopardy of being foreclosed. I am requesting that the US Bank 's closed and denied federally subsidized mortgage assistance programs applications are randomly reviewed to ensure equity and due process on behalf of me and other US Bank customers. I also want the Consumer Financial Protection Bureau to review recordings between the Customer Service Representatives and me. Then compare the verbal dialogue between us with the US Bank 's electronic customer services notes. My calls with the US Bank Customer Service Representative were lengthy. I want to ensure that no systemic maleficence is occurring at the US Bank Mortgage division. Any United States bank or lending institution that bases federally funded mortgage assistance decisions solely on electronic customer services notes while invalidating submitted written documentation does not appear sensible, legal, or ethical. Customers are at a severe disadvantage if, in my case, the Customer Services Representatives do not leave any electronic notes in the banks ' electronic filing system. Below are the dates of my specific Customer Services calls were : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX COVID-challenges and life have been hard for many Americans. More important, as a federal agency, I am certain that you concur with me that any unethical and potentially illegal banking practices of federally subsidized mortgage assistance programs can not be tolerated or overlooked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Dear Sir/Madam, I bought two Visa gift cards ( issued by US Bank ) in XXXX on XX/XX/2021, with {$500.00} loaded in each card. When I tried to register these cards, I was told they were not activated. I then noticed that the last 4-digits of the cards do not match the last 4-digits shown on my purchase receipt. I called XXXX immediately to report this problem and hope to find a solution. They asked me to fax them the documents, including the receipt of the purchase and the photocopy of the cards, and I did this on XX/XX/2021. I called them today ( XX/XX/2021 ) to check the progress of the investigation, and they said they can not do anything unless I can show them I bought the cards that I have in hand. This is what I can not supply because the receipt is showing different cards were activated. Because they know which cards have been activated because the receipt has the last 4-digit of the activated cards, I asked them to deactivate and issue replacement of the cards shown on my receipt, but they refused. Please help to solve the problem. The photocopy of the cards ( front and back ), the photocopy of the card package ( front and back ), and my purchase receipt are attached as the supporting information for the complaint. Thank you very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: From : XXXX XXXX To : O.C.C., WA DFI, WA DOL, WA AG Re : US Bank, Account # XXXX To whom this concerns, Please find the attachment that accompany this Complaint. This will provide the detail of the activities, supporting documentation, and actions taken to date in regards to this Complaint. I Disputed the account noted above, among others, with the Consumer Reporting Agencies, ( CRAs ) XXXX, XXXX & XXXX, which then evolved into a Direct Dispute with US Bank. Their response was followed by my filing a Dispute with the Consumer Financial Protection Bureau, along with all supporting documents, Finally, it contains, US Banks response to that CFPB Complaint. Here I use the word response very consciously. With the recognition that to date US Bank has refused to Reply to the issues Ive presented. In that, a Reply requires US Bank to respond and directly Reply to the information and documentation presented in each case. Instead, US Bank has chosen to simply avoid and fail to reply to the details presented within each Dispute/Complaint, even though each of these demonstrations are in fact a verifiable and reliable matter of record that is both true and correct. Simply said, failure to address and reply to the information Ive repeatedly provided US Bank with is now clearly a conscious and deliberate decision on their part. One that would seem, to any causal observer, demonstratively Intentional. It is these Intentional actions that I will be addressing here. In each case, beginning with my original Dispute filed with the CRAs, all correspondence has been sent by USPS Certified Mail. The information contained in these Disputes was developed by the information contained in the XXXX XXXX XXXX, XXXX, Merged XXXX XXXX Report requested by my Mortgage Lender on XX/XX/XXXX. ( Please see attachment for reports drawn on bothXXXX & XX/XX/XXXX, respectively ). The information was clearly demonstrated in each Dispute filed with the CRAs. I specifically stated, I recently applied for a Home Loan and was denied. On examining the detailed information contained in the attachment youll find that US Bank has shifted from one distinct set of information, to yet another completely different set of information. The information provided by XXXX was and is representative of the other two CRAs in their Investigation Results in reply to my Disputes. In each case, the two different sets of information are simply incomparable, one to the other. This then is the differing information that US Bank has repeatedly refused to address and reply to regardless of my demonstrations of record. It is common knowledge that in the months between XX/XX/XXXX XX/XX/XXXX Internet Rates on Home Mortgages had increased appreciably. Causing me to incur financial harm that US Bank has consistently refused to recognize and/or reply to. Apparently in the failed belief that if they dont reply to this harm it will simply be ignored by both myself and my Mortgage Lender. This disparity of information has now extended the time before I can reasonably qualify for a best case Home Loan out to XX/XX/XXXX as a result. Whats clear to a casual observer is that there is now a great deal of information thats been exchanged between myself and US Bank, whether indirectly through the CRAs or Directly between myself and them through the CFPB. In response to my Direct Dispute US Bank claimed on XX/XX/XXXX that ; We reviewed the information and determined that the information submitted to the consumer reporting agencies is accurate. Only to restate the same by saying in response the CFPB on XX/XX/XXXX ; We reviewed your account and determined that ( all ) reporting to the Credit Bureaus is accurate. This is where the detail of the disparity of the information in each case is noted and documented by myself. While US Bank consistently, consciously and deliberately refuses to acknowledge these plain and overwhelmingly obvious disparities. They are leaving the average Consumer to wallow through all of their information to absolutely no avail. US Bank gives the appearance that they maintain a position that they can simply overwhelm me, as an Individual. In fact, they choose to do business in the same State I live in. Which contains millions of potential, and a large number of actual, customers. This is what brings me to this specific Complaint. In my continuing efforts to bring a sense of redress to the clear and convincing harm done to me, the average, individual Consumer. It has become both plain and obvious, from US Banks consistent actions, they simply have no regard whatsoever for the Federal Regulations in place to address this exact type of Corporate abuse. Leaving me no choice except to escalate these problems to both a National and Statewide concern and review. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99354
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XXXX XXXX is the debit card issuer through US Bank. I contacted US Bank XX/XX/21 due to my funds being withheld. US Bank instructed me to try using my card within a hour. I waited two hours and still couldn't use my card.i called US Bank back today XX/XX/21 I was left on hold 52:13, left in cue which I took a screen shot. Their excuse is they have a long wait time due to questions for the stimulus. It's not right to keep using the same excuse for over two months. I have bills to pay which is causing me late fees. I'm very upset with this, " Company ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A