Date Received: 2021-05-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On or about XX/XX/XXXX, a vendor erroneously processed a charge through a third-party payment processor ( Web Authorized Pmt XXXX ) in the amount of {$30.00}. This caused a surprise temporary negative balance ( which has now been, separately, reversed, resolved ) on my business checking account and triggered, on or about XX/XX/XXXX, an 'Overdraft Paid Fee, ' in the amount of {$36.00}. To the best of my knowledge, I have not authorized the use of any 'overdraft protection services ' on this account, given the option, nor would I. But, it appears, the default account management is for the bank to automatically opt-in customers to their suite of overdraft 'protection ' products in order to 'pay overdrafts ' so they may charge excessive, rent-seeking fees, such as the one assessed to my account. In this particular case, the fee of {$36.00}, amounted to an incurred cost higher than the item itself ( {$30.00} ) the one it was supposedly paying to cover. Such profiteering fees should be disallowed entirely ; but, the bank should have to be more explicit about the scenarios where these fees may be incurred. They should be required to be much more upfront and transparent about when and how to opt out of these so-called overdraft 'protection ' plans completely. I do not want this or any overdraft to be 'paid ' now or in the future and expect the bank to reject any and all debit and/or drafts that would cause an overdraft to avoid these fees, entirely. Any reasonable person would call these fees excessive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-09
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: US BankXX/XX/XXXX Card Services XXXX XXXX XXXX XXXX, MD XXXX Re Account # Ending XXXX To Whom it May Concern ; I spoke with four different Customer Service and Collections personnel onXX/XX/XXXX. I received no customer service. I was inquiring how to reopen my account now that it is current and below the credit limit. I was told that my account could not be reopened and that I would have to reapply at XXXX, with no guarantee of getting a new account. This means in essence, I have to keep paying on a credit card that I can not use. Having a closed status with the credit bureaus acts like a charge off with me not being able to utilize a card I am paying for. I hope I am not induced to file a complaint with the Credit Bureaus and Consumer Financial Protection Bureau. Can we try some customer service instead, please. The reason for US Bank closing my account is noted as I took my phone off your call list with a cease and desist. I explained that I religiously called customer service prior monthly re any change or updates in my ability to make my payment and available payment options. You can not justify this procedure with no valid customer outcome. Why cant it simply be reopened? I dont have to tell you how challenging this last year has been. I have 96 % rate for paying my monthly bill, and prior to the pandemic I had a perfect payment history. I need you to manage a way to reopen my account. I will update the cease and desist re calling. I look forward to our next steps in a timely manner. Please advise. Sincerely, XXXX CC XXXX XXXX XXXX Consumer Financial Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: This is not a duplicate complaint. I have been informed of new information regarding US bank and its violations of the EFTA and its misrepresentation of its affiliation with XXXX which caused me a loss of {$200.00} on XX/XX/XXXX. Although I followed all steps required by the EFTA, US bank provided false information numerous times regarding its responsibilities and affiliation with XXXX to avoid honoring its obligations under the EFTA and its own " Digital Security Guarantee '' In short, I paid someone I knew using XXXX. That person I knew had their XXXX account hacked ( where we were communicating ) and as a result, redirected the funds I sent to someone I know, to a scammer. This should be protected under the EFTA and the Digital Security Guarantee, but US bank is claiming it has no affiliation with XXXX and that the matter is a civil matter. This is a violation of the EFTA and I intend to continue to escalate this matter if necessary, not only to the media, given Us bank actually owns XXXX and is providing intentionally false information to harmed consumers, but also because US bank is required, under federal law, to either provide proper disclosures which it did not, or provide fraud protection. BACKGROUND On XX/XX/XXXX I downloaded XXXX and sent money to a friend. Someone I know. within 5 minutes, we were informed that our friend 's XXXX account was hacked and that someone redirected our funds. This information is documented with XXXX and the police and although we have offered this information US bank has declined to review it. I called US bank within 5 minutes and they refused to stop the transaction. Under the EFTA, when a consumer provides prompt notice, the bank is required to act swiftly. Instead, we were told that they don't have anything to do with XXXX and we'd have to wait and contact XXXX when they opened the next day because XXXX doesn't actually have a fraud department. This was a lie. XXXX is owned by Early Warning Payments, which is owned by 7 large banks, including US Bank. This intentional misrepresentation by the bank harmed us. ANd it continued to misrepresent its affiliation with XXXX. We contacted XXXX the next day, and they stated we needed to handle the dispute through our bank. Again, US bank lied and misled us. These precious hours could have been used to stop the funds, given we made notice within 5 minutes. In its response to the CFPB complaint I initially made on XX/XX/2021, it made no disclosure that it actually owns XXXX. In fact, it made no required disclosures under Reg E The fact that it owns XXXX, requires it to adhere to Reg E. ( EFTA ) Reg. E provides that the disclosures be clear and readily understandable, in writing, and in a form the consumer may keep.... These disclosures can be delivered in electronic form, but the financial institution must comply with the requirements for electronic signature, including the consumer consent rules. These initial disclosures must be made at the time a consumer contracts for an electronic fund transfer service or before the first electronic fund transfer is made. Not only did US Bank not make a clear disclosure that it OWNS XXXX, at the time I signed up for the payment system, I receive NO disclosures for signature and nothing in a form that I could keep. US bank violated the EFTA disclosure requirements, in addition to its ongoing misrepresentation of its affiliation with XXXX. In fact, no where on US bank 's consumer dashboard does it disclose its affiliation with XXXX. And when I spoke with MULTIPLE employees, including two managers, all informed me " We are not XXXX '' Since XXXX 's launch, it has tripled fraud losses to consumers. TRIPLED them. I asked myself why my bank would offer a payment system structured under a third party name and then misrepresent its affiliation ... the answer seems clear to me : it is trying to avoid covering losses it is required to cover under the EFTA and pushing consumers to use this payment system instead of their USBank options so they can avoid losses and pass them onto the consumer. This is the only conclusion I can make given the false information US bank has provided, the intentional misrepresentations it has made in multiple formats including its consumer banking dashboard, its product pages on its websites, its emails and through its customer service representatives. US bank should be investigated and if I can not get this resolved through this channel I will continue to escalate this matter until something is done about this fraudulent scheme.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: They contacted me and identified the debt amounting to {$380.00} and I never received information to verify and validate the debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: US Bank and XXXX XXXX US Bank reporting late payments and delinquents 30 to 90 days late. XXXX some false statements on reporting late and no available credit i have bank statements and checkbook statements are available a few payments maybe 2 days late because of mailmen postal delivery.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open a bank account at US Bank in XXXXXXXX WI. I worked with a XXXX XXXX and XXXX ( female ). They asked me for my SSN and mothers maiden name. They acted like they could not set up my profile. I gave them my email address too and my physical address. They told me they could not open an account. They did not provide me any paper documentation showing they were declining opening an account. They said it was because i did not have {$25.00} to put in the account and their manager XXXX said no to opening the account. I could hear rustling around in the office next to us and noticed that there was a big open space at the top of all the so called offices. As I was sitting there I noticed a husky man that resembled XXXX XXXX. He had a beard and white/grayish/blonde hair walking down XXXX XXXX That man i have seen him 3 different times before this. He drives a XXXX XXXX XXXX. I babysat for a family in XXXX who has my SSN and I think something fraudulent could be going on. The grandpa drove a white XXXX XXXX also. He was in the XXXX parking lot where i had a PO Box recently. I also saw him come through the ATM when I was asking a teller at the XXXX XXXX drive thru why they would not open an account. As I was leaving US Bank in XXXX a XXXX woman came from the side of the building and I think purposely walked behind my car as I was backing out and it looked like she was almost laughing and walked to her car where she followed me to another bank in XXXX and went to the ATM. I feel this woman and the employees ( XXXX female ), XXXX XXXX , and XXXX , all might be part of a fraud/identity theft ring. A local agency in XXXX told me that a man was trying to steal my identity at XXXX XXXX Bank. I also went to XXXX XXXXXXXX XXXX area in XXXX XXXX XXXX and they put me in a room with a XXXX woman, which was a violation of my HIPAA. I am wondering if it was the same woman. The woman at US Bank that followed me to XXXX XXXX XXXX ATM her license plates were XXXX. She was driving what looked a silver XXXX XXXX XXXX. There was also a XXXX that came in. They gave me an account number, but not a debit card. I am wondering if this XXXX woman was in another office at the same time and is committing identity theft under my name and potentially overdrafting the account or cashing a check that belongs to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I HAVE FILED A DISPUTE IN REGARDS TO THE INCORRECT ITEMS ON MY CREDIT REPORT. IT HAS BEEN WELL OVER 30 DAYS AND I HAVE'NT RECEIVE ANY INVESTIGATION RESULTS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I received a government ppp assisted loan approved by SBA. US bank received the funds from lender. The funds were made available by the ach department and available foe use I. My account all day. I went to the bank so that I could get a money order to pay Office rent. The branch teller required information about the loans which I gave. The teller placed a hold on the funds and put my account in the negative. Told me ach department had to verify the funds when in fact the ach department is the one who released the funds. I called customer service they were unsure why the hold was placed at the branch level but made available by the ach department. This practice of holding ach loans isnt listed in their fee schedule nor listed in the account. My loan was processed and approved by the sba government entity. I have payroll and office rent to finally pay but the bank wants to control the money. Us bank removed the funds from my account and I do not have access to the funds. They placed a 7 day hold which no one could explain why and was told to come back another day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90247
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX, by phone I reported my card as lost/stolen to USBank Reliacard, and XXXX and was told by USBank that they would deactivate the card and send me a replacement. They sent the replacement card, but did not deactivate the account. Instead, whoever stole the card was able to contact USBank and change the phone number and pin. The thief was then able to drain our account over {$4100.00} using various ATMs. They did this from XX/XX/XXXX to XX/XX/XXXX. We submitted a fraud/dispute of charges on XX/XX/XXXX. On XX/XX/XXXX we received a notice of denial of our dispute. When we called in to find out the reason for the denial, we were then told that the denial we had was not for our card -- and was for a claim for over {$11000.00}. XXXX from USBank told us that the denial had the wrong card number on it and we should disregard the denial. I called again on XXXX, and XXXX told me that they were still reviewing/investigating but no denial had been issued and it would be approximately 45 days before a decision would be made. Then, I called today ( XXXX ) and was told that they had again denied our claim on XX/XX/XXXX BEFORE we spoke with XXXX. On XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and XXXX I requested they send me the document used to determine the denial of my claim. I STILL do not have any documents although I have been assured they were mailed on each of those occasions. On each of those occasions I have been told our claim is for {$11000.00} when our claim is for approximately {$4200.00}. When I ask if I can speak with the Prepaid Dispute Resolution people who are denying my claim, I am told that no one can talk to them or call them. One can only fax them which I have done repeatedly and received NO RESPONSE. USBank also allowed the thief to change the phone number and pin associated with my card. When I called in on XX/XX/XXXX to find out the status of my card, my cell phone number was no longer associated with the card, and my pin no longer worked. I did not make those changes to my profile, so the thief must have done it with USBanks help and cooperation. As a consumer, I followed all directions and reported the card lost/stolen immediately upon discovering that the card was missing. I requested USBank to deactivate the card on XX/XX/XXXX. Apparently that did not happen. Instead, USBank changed the phone number on my card as well as the pin thus allowing the thief to abscond with my money. As a direct result of USBanks negligence, I have had over {$4200.00} stolen from me. I have been hounding USBank to help me with this situation. I am met with being told that there is nothing USBank can do. Only the Prepaid Dispute Resolution department can help me but there is no effective way to reach that department. I am frustrated beyond belief.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I submitted an initial complaint ( XXXX ) pertaining to US Bank not providing me refinancing on an existing mortgage I have with them due to a lack of documentation for a ground rent agreement they stated wasn't sufficient. They stated they documentation provided my my title company as well as documentation filed in superior court within the state of Maryland wasn't adequate. I ask them why would they deny refinance based on land lease agreement document being they have abided by it for over 9 years when they purchase my loan from XXXX XXXX XXXX. I asked they to provide evidence that the ground owner received and deposited the ground rent payment bi-annually from my escrow account. They were unable to confirm an stated an investigation was required to determine if the payments were ever deposited during the 9 year period and if the payments were deposited why didn't they request the ground rent agreement from the ground owner to complete the refinancing. They refused and stated they didn't know who the ground owner was and I needed to provided they with proof. After the investigation was completed and US Bank had already decided not to refinance my property they provided a response to CFPB stating " A review of our system confirms ground rent has been collected within the monthly mortgage payment since the loan boarded our system, with a first payment date ofXX/XX/.The next payment is scheduled to be disbursed from escrow in XX/XX/XXXX '' I purchased the property in XXXX which would mean US Bank has been deducting money from my money mortgage payment and placing it in escrow for ground rent for 9 years but will make the first ground rent payment on XX/XX/XXXX. This is documented in their response. What this proves is either US Bank never paid the ground rent in the 9 years I have had a mortgage with them and have been deducting funds for a ground rent they never paid in 9 years or they have been paying the ground rent and indeed know the identify of the ground owner and intentionally lied in attempt do cover up their unfair business practices. US Bank hasn't provided me with any documentation supporting or refuting the facts related to the identity, the payment history, the deposit history of the ground rent for the last year. I am requesting all documentation related to ground rent disbursements, deposit confirmation, escrow analysis proving payments were indeed paid out, and the identify of the ground owner. This will assist in determining is US Bank in good faith made an attempt to contact, obtain ground lease from owner which they had a relationship with through bi-annual payments for 9 years and if they weren't paying the ground rent why didn't they disclose this information so I could have worked with a lawyer or title company to attempt to legally obtain the grounds on which my home was built on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21202
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A