Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received my XXXX from US Bank Home Mortgage, for account number XXXX, which stated on the annual tax and interest statement the escrow overage of {$2400.00} was disbursed. When I did not receive this disbursement by XX/XX/XXXX, I contacted customer service at XXXX. I explained that I had not received this disbursement and was concerned. I was told I would be issued another check within XXXX business days. I asked if the check was cashed by an unauthorized party and was told they was no way of knowing. On XX/XX/XXXX, I did not receive a re-issued check for my XXXX escrow overage and contacted customer service. At this time I was told a letter was sent to me explaining the original check was cashed I would not receive another check. I explained that I never received the original disbursement and needed to speak to the fraud department. I was left on hold for a half an hour before the call was disconnected. I have never received any correspondence in reference to this matter. I recalled customer service and was told there is no fraud department for the escrow disbursement, but a work order would be initiated and my overage of escrow check would be re-issued on Friday XX/XX/XXXX and would be received in XXXX business days. On XX/XX/XXXX, I still did not received my escrow overage disbursement check and called customer service. I was again told that a check would not be issued because the original was cashed. I again explained that I have not received or cashed this check. I also, explained that I have received no correspondence about this fraudulent activity and requested US Bank Home Mortgage submit written correspondence about this matter to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: US Bank XXXX XXXX After having this card for unemployment for months and not having issues all of the sudden the locked my account and said they need to verify its me with a selfie. They locked all of my funds that Im using to support my family right now due to being unemployed from the Pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15301
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Outside ATM at XXXX, CA US Bank on XX/XX/2021. ATM malfunctioned keeping my card and the machine kept spinning around. Branch manager was inside, he came out and said there was nothing he could do. I had to file a dispute online, which I did XX/XX/2021. It showed still pending on XX/XX/XXXX, so I was required to wait until XX/XX/XXXX to file a dispute. The XXXXXXXX XXXX in front of me had the same thing happen, yet I didn't know this. He was making an online dispute or I wouldn't have used the ATM. No note on the machine saying malfunctioning. XXXX branch manager for US Bank told myself and the XXXX XXXX this had happened to several others before us. I asked him why there was no note. He said there was nothing he could do about it. He lied and said the weren't their ATM machines. Customer service told me the machines are US BANKS. I have called twice to the branch and ATM and nothing has been done. It is NOW XX/XX/XXXX. 5 days of collecting money and interest off OUR money we didn't receive. The branch managers excuse was because of COVID 19, the machines had been overused. The drive through ATM at this location only allowed you to deposit money NO WITHDRAWALS.
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: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: XXXX, 2020, my US Bank credit card debt totaling {$11000.00} disappeared from my online banking dashboard. At the time I believed I had a payment plan in place when in fact I did not. I was never notified in writing through the mail or electronically as to this status. About a year later I found out about it through a credit check. I contacted US Bank Collections and scheduled a payment plan to which they were unwilling to provide me any documentation for. I needed that documentation to resolve this issue with another agency. The lack of transparency and communication is predatory and harmful to the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Wednesday XX/XX/2021 I tried to log onto my on line banking for US Bank. It gave me a message that said their was a problem on their end that said username has been disabled. I called on Thursday XX/XX/2021. They said it was because I have a VPN. So for security and fraud reasons they locked me out of my account for 72 hours. They said it would be unlocked in Saturday XX/XX/2021. It was not so on Sunday I tried again. Still locked out I called they sent a request to unlock. Stating I would have access on Monday XX/XX/2021. I went to the bank and the. I called again. Said I would 100 % have access today XX/XX/2021. It is now XXXX XXXX time and I still can not get it. I have joint accounts and us on line to monitor my accounts, as my mother in law is XXXX XXXX XXXX. I need to ensure no one is doing anything with her accounts. And as of right now I am unable to access any of them. I have had a VPN for over 14 months and never had an issue before and now they do? I have this VPN because when I worked for the XXXX I was hacked twice. And I still keep getting emails from very strange people because of it. And I was hacked 3 times through XXXX. So for better security I have a VPN, I am so upset and they could care less and they dont even care if I take all my money out
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On or around XX/XX/XXXX, I received a prepaid Visa Gift Card in the amount of {$150.00} by my employer as a XXXX gift. On XX/XX/XXXX, I attempted to use the card for the first time and my purchase was declined by the retailer. When I looked up the card on XXXX, I found that the card was previously registered and spent by someone other than me ; even though the card had never been removed from its original protective Visa envelope until I attempted to use it for the first time on XX/XX/XXXX. I called the Visa Gift Card toll-free number ( XXXX ) regarding the apparent fraudulent activity and was instructed by the representative to fax a scanned copy of the front and back of the gift card, my drivers license, and either a purchase receipt or a written statement if a receipt was not available. Once faxed, I was instructed by the representative to call the same toll-free number after three ( 3 ) business days to continue the process. On XX/XX/XXXX, I faxed the requested information to the fax number provided by the representative ( XXXX ). On XX/XX/XXXX, I called the toll-free number as instructed. The representative told me the drivers license was not legible and that with no copy of a purchase receipt, Visa could not move forward with processing my claim. When I informed the representative that her colleague, on XX/XX/XXXX, advised me that in place of a purchase receipt, that a written statement would suffice. She said that was not correct and that she could not help me with the information provided. I asked to speak with a supervisor and was connected to one. I was told that Visa could not help me without a purchase receipt. Being that the prepaid Visa Gift Card was a gift ( without a receipt ) and I was instructed by a Visa representative to supply a written statement in place of the receipt, I asked to be connected to someone that had the authority to make a customer service decision. The manager told me that someone from Visa, who had the authority to reissue Visa Gift Cards, would call me within 3 to 5 business days. 7 business days have since passed and I have not been contacted by Visa. Despite being an apparent victim of fraud, I am now being stonewalled by Visa in having this issue resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: an Enitity pressured me to give them a credit card although they agreed to a cash amount for a service that i paid them with a Money Order in advance of getting service. they charged me excessively & I was advised to report to the Credit Card Co. I did they took my statement - got the Entity statement & disagreed with me. however to overt this Business from charging more & claiming more false narrative I told U.S. Bank / Smith ' to closed the account. i continued to pay a monthly balance while closed & while his matter was in litigation. in calling U.S.Bank because i received something that I could get a higher credit i found that this account was not closed. In that conversation i was assured it was going to be closed. Periodically I asked XXXX for a Credit Score ( see file I took them to Federal Court & Settled ) they would not provide a Credit Score without money. In talking to an Advisor about selling my home well before the current Seller Issue she told me that I could sell " handsomely -but that i could not get a mortgage-because my credit score dropped to the XXXX ' with XXXX XXXX XXXX. She said that she determined that I lost a 100 plus points due to this closing of this account. When I recontacted U.S.Bank they said they wouldr e-investigate this Fraudbut determined that it was to late. Not late enough to be filed in court. They ultimately told me that I would have to re-apply for a credit card. my advisor said that would only lead to a lowering of my Credit Score -- -- -- -- more! I've been back & forth with u.s. bank to include Fax ' ( XX/XX/XXXX & XXXX ) so i have a record. U.S. Bank set another form letter /no name -- to re-apply. I did but I could not get a copy of my application- for the record! This is costing me a record profit amount on my home. The last statement again was not received -- i called & got an amount due & mailed it in without a statement -- to avoid being late. Advisor said they should just re-open & set up a different credit card number Like to have this huge Real Estate profit to pay off debt to include this-balance -in buying something smaller.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There is a mortgage reporting on my credit as a derogatory loan and I have never had a loan with US Bank - this account needs to be removed ASAP as I am applying for a business loan and this was flagged on my credit application. This must belong to someone else. I tried to call and write with no success.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: So I have been trying to get a replacement card since XX/XX/2021 after changing my address they put a restriction i was told to submit documents for verification online I had to upload front and back of License and a selfie. Every time i call they tell me theres no update try submitting the information again so i do it again they give me the same response literally two weeks straight mon-Friday Im calling, so they give me a fax number i faxed information in they said they have not received it so I faxed info again then when I called to check the update I was told they do not accept fax from the supervisor. So I keep get different information from different supervisors. they gave me the mailing address and told me send license, SSC and proof of change of address so i expressed ship the information with a tracking number and still have not heard any information back after it said it was delivered to there company and I keep calling to speak to supervisor they telling me same information that customer service is telling me and i asked would they be able send a note to there offline team to check into the documents submitted and they say we cant communicate with them they just put notes in try submitting documents again which I keep doing and Im telling them. I keep submitting documents and u.s bank relia card dont have no updates its just stressful I been going through this everyday calling, sending info been over a month and theres no way i can send my information to them directly through email so I know they received it. Can you please help i been hearing other people are having the same problems I have {$7000.00} on my relia card. I have been sending documents in everyday and was told just keep calling back we are open 24/7. i ask is there another way y'all can view my documents is there a email or some type way i can use ID.me video call? They say no im sorry all I can tell you do is submit the documents again. The Company is I have submitted documents over 10 times Online, 4 different times faxed and 1 time through the mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was scammed out of my Checking, Savings and reserve line. I had Provsional money added to my account for the amount of {$7500.00}. That is a little less than what I was scammed for. Now they have stated, they are going to reverse it because it was authorized. The scammer scammed and manipulated me into getting gift cards they claimed was an overpayment for renewal service that was done. The XXXX XXXX did do service 2 years ago and I thought the email was from them and that I overpaid them. It was ALL A Scam. Now the bank wants to TAKE MY LIFE 'S SAVINGS. I've been with US Bank for XXXX yrs and worked for them XXXX yrs. HOW and WHY would I authorized scammers to TAKE MY MONEY. What is FDIC for? I am at retirement age and that was ALL I had. I need help in getting my money back into my accounts. PLEASE HELP..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A