Date Received: 2021-05-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: 1 ) Completed in-store purchase at XXXX XXXX XXXX XXXX XXXX, WI ) on Sat XX/XX/2021 ( Time : XXXX ) using US Bank Debit Card ending in XXXX XXXX Amount : {$25.00} ). Transaction posted to my checking account Mon XX/XX/2021. ( See attachments for personal details. ) *Sale Trans # : XXXX. Verified by pin. 2 ) During transaction, sales clerk stated that my 1st US Bank Debit Card authorization attempt failed because I " removed the card too soon '' ( which I did not ). The sales clerk then instructed me to reinsert my US Bank Debit Card a 2nd time. *Please note that this transaction occurred in-store so there must be a video recording my the described actions. 3 ) On XX/XX/2021 my US Bank Account posted a [ double transaction alert ] for the {$25.00} amount ( see attached documents ). I called US Bank and asked for an inquiry. I also went to back to the XXXX XXXX spoke XXXX/Store Manager XXXX XXXX XXXX and a XXXX XXXX ( XXXX ) both of which told me that there was only one ( 1 ) transaction and that the second transaction would " drop off. '' Please note that the XXXX XXXX. XXXX left a voicemail for me stating that my card was authorized twice ( x2 ), and assured me that the 2nd authorization would " drop off. '' 4 ) As of XX/XX/2021 the duplicate charge of {$25.00} has not " dropped off. '' Not sure if this error is fraud, theft, or something else. See attachments and investigate. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 537XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: XX/XX/21 : Bought XXXX XXXX XXXX truck from a private individual. XXXX paid US Bank in the electronic transfer of funds at XXXX XXXX of {$37000.00}. XX/XX/21 : New buyer ( complainant ) received a lien release from US Bank dated XX/XX/21. XX/XX/21 : XXXX XXXX Kansas XXXX in XXXX, KS would not accept the lien release was not valid as it did not have a notary stamped and both seller 's names on the release. On the same day, the buyer drove to XXXX XXXX, KS to a US bank ( XXXX XXXX XXXX XXXX, XXXX XXXX, KS XXXX. XXXX XXXX XXXX to discuss the issue with the Manager. The manager then called the main US Bank branch in XXXX WI and was told to put in for a new lien release. New release requested entered. XXXX # XXXX. The buyer told it would be 20 days to receive the 2nd lien release from XXXX WI. XX/XX/21 : XXXX called US Bank in XXXX KS XXXX XXXX XXXX XXXX ). Spoke with XXXX, advised to wait a few more days for lien release to come in the mail. Unsatisfied with the response from XXXX, the buyer called US Bank in XXXX, WI. Spoke with agent XXXX who reported that the second request placed on XX/XX/21 was denied to be sent to the buyer 's address, but could have it faxed to the XXXX in XXXX XXXX Kansas. Request for fax placed. XXXX # XXXX. XX/XX/21 : Buyer called XXXX XXXX Kansas XXXX to see if the fax from US Bank XXXX had been received. XXXX agent checked all faxes received. This request was not found. The buyer then called US Bank XXXX XXXX, WI, agent told the buyer that the request to fax the lien release was " in review '' and had not been sent. The buyer requested to speak to a manager, none available at the time. The buyer requested a manager to call back to discuss the situation. No return phone call received. Complaints concerns and with for resolution : Multiple days of work have been taken by the buyer to address this issue. XX/XX/21 Buyer will be outside of the mandate to tag the vehicle within 60 days, which will incure associated fees for late payment of sales tax and transfer of title. There is also concern of citations and fees if law enforcement pull over the buyer in the vehicle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I spoke to US Bank due to credit card account closure without my consent/acknowledgment. US Bank claims that they closed my account because I did not respond to letter/mail that were sent out for address verification ( on XX/XX/XXXX and XX/XX/XXXX ) which I never received. US Bank could not provide any proof of them sent out mail. US Bank also did not make an attempt to reach me via phone or email which were listed on my US Bank credit card account. US Bank is making a false statement about sending/mailing out such letter/notice because my account is set to receive any/all statement/letter/notice paperless, should received by email only, instead of in the U.S. Mail. Once again, I should not be receiving any letter/notice by physical mails, but only by email ( paperless ) and US Bank is lying about mails were sent out to me. I also checked, logged into my US Bank online, and copy of such address verification letter/notice is not available. This is usual unethical/illegal business practice of US Bank. To CFPB : It is expected that US Banks will respond to this complaint stating that my address on file is not a residential address and it's irrelevant to this complaint. US Bank needs to provide proof of US Mail they sent out to me and explain why they decided to send out US Mail ( if US Bank ever sent anything out via US Mail ) even if my communication/correspondent preference if set as paperless/email and why there's no such copy on my US Bank online. Once again, US Bank fail to use proper delivering method to notifying customer with such notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been having problems with the USBank.com online banking site for several months now. The problems include unable to schedule automatic payments, unable to make one time payments, unable to manage reward options. I am able to log into online banking and view the balance on my accounts on the dashboard. Sometimes I can make a payment but most times I can not. I get an error message saying the website is unavailable due to too many redirects. When attempting to select reward categories I have not been able to access the site in over 3 months. The inability to make payments online has resulted in 2 late fees. I have contacted USBank twice before today but have not been able to resolve the issue. This is despite the fact that the representative I spoke with also could not use the site while I was on the phone with her. To date there has been no resolution. I finally canceled my credit card accounts with USBank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: US Bank put a hold on my account ending in XXXX, I called 3 times and wasted a lot of time waiting on hold and verifying a ton of information with front line customer service only for them to tell me they cant do anything about it and to wait for a call from the bank, I waited and nothing happened. What kind of bank puts a hold on a customer 's account and not take care of it instantly when the customer calls. US Bank is literally preventing people from using their available credit to make purchases that could potentially save their life ( like medicine and food ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: After fifty ( 50 ) years of having an account with US Bank, someone changed my mailing address without discussing the matter with me. Furthermore, there's no notes/documentation as to when this happened, who did it, as well as no rationale as to why the change was made in the first place. Reps/supervisors that I spoke to tried to make me feel and think that this is the norm. I can't think of any other industry/business where this would be legal. Sadly, they ignored my stress and frustration. And, I specificially requested the statement that covers XX/XX/2021 - XX/XX/2021 which has the XXXX, WA address. No such luck, even though I reminded them that I never authorized an address change nor did anyone indicate to me that an address change was necessary XXXX no rationale ). The address change was brought to my attention on XXXX by US Bank rep named XXXX. He stated that he would reinstate my XXXX, WA asap. That never happened, no accountability. Also, a rep at the XXXX # informed me that she would send me a copy of the statement dated XXXX, with the XXXX address and if I needed a copy sooner, I could just go into the nearest bank and request a copy with the info in tact. I went to the nearest bank XXXX XXXX & XXXX XXXX but the changes were not noted. She made no notations/documentations regarding our conversation. Later, XXXX stated that this lack of documentation was not unusual. I spent an hour and a half on my cell phone trying to resolve the problem, no luck. To add insult to injury, at no time did the manager of the bank asked if I needed any assistance. This reflects the best services that I can get after being a customer for fifty years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98178
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Dear CFPB, My name is XXXX XXXX. I am complaining about getting my usbankrelia prepaid card from usbank because they said I have to get the state to update my address and phone number. I am having trouble getting a card mailed to my new address. On XX/XX/2021 I had spoke with the Louisiana workforce commission office representative and the usbank and they both can not help me with this horrible situation. I have benefits from the unemployment office. I am devastated because I can not pay my bills and support my child due to not having my relia card from the usbank. The amount on the card is over {$1000.00}. No actions was taken place. You can email me at XXXX or call me at XXXX. I need my address and phone number updated on the my usbank relia prepaid card. My new address is XXXX XXXX XXXX XXXX. My number is XXXX. Sincerely, XXXX XXXX XX/XX/2021
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70117
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a credit card from US BANK, and I have always made my payments on time. I realized that there was a late payment on my credit report, I called US BANK and they said their system mistakenly put me on paperless billing, which I did not request, and it caused my XXXX day late. As you can see, I have always had a stellar payment record. I tried contacting XXXX XXXX XXXX and US BANK with no successful resolution. XXXX XXXX, and XXXX reporting me XXXX days late in XX/XX/2020. There was an error on their part. I was never XXXX days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to my attached records, on XX/XX/2018, XXXX XXXX XXXX XXXX placed an inquiry on my XXXX Credit Report. Then on XX/XX/2018, XXXX XXXX XXXX, filed a lawsuit on behalf of US Bank, as a debt collector, in violation of the Fair Credit Reporting Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43110
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Hi my name is XXXX XXXX and i have a prepayed unemployment pua card from ohio.so i noticed on XX/XX/2021 the the XXXX XXXX where i was staying at the time.chaged my card 4 times..in one day..all 4 charge 's where alot..the first was XXXX then XXXX and XXXX and then XXXX ..i informed the manger at the XXXX XXXX..he assured me that this wasn't ment and he would fix it right away..it was a Saturday XX/XX/2021 So i contacted card service 's and they said to wait to see if he fixed it.well next thing i know im at the dmv getting plates for my sons car and my card is frozen and has been since. That was XX/XX/2021 ive been asked and told several different ways to prove who i am ... ie fax email and selfies and done evey one.many times .for almost 2 mo..to no avail..the just tell me to resubmit my paperwork..because ALL I HAVE IS A PAPER COPY from job and family services..everything was stolen from me while i waited for my pua to come..it took 10 mo ... im not born in ohio so my birth certificate is XXXX and they wanted another XXXX for my ss card..i have noone..and with out my money..im back to home less and my car was imponded 2 weeks ago.i need my money desperately and idk what to do..all i have is this papper copy from job and family services..please help me Usbankreliacard ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A