Date Received: 2021-04-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I received a notification from XXXX that US Bank had reported a 30 day late on my credit which negatively impacted my credit history. This issue started in XX/XX/XXXX when there was a fraudulent charge ( {$500.00} ) on my account that took US Bank more than 6 months to resolve. This charge put my account over the credit limit and increased my monthly payment to an incorrect amount. After contacting US Bank more than 6 times to resolve this issue I spoke with a supervisor on XX/XX/XXXX who told me that the case was closed and I would be receiving a final credit. US Bank then reported that my account was over the limit on the same day ( XX/XX/XXXX ) even though the investigation had been completed. After contacting US Bank yet again I was told that the credit had been applied and reflected in my account however my payment was not adjusted and that I should wait for the correct amount. However after attempting to log into my account a few days later to make a payment I received a message saying that my account was locked. I contacted US Bank for help with resetting my password and was told to change my phone number in order to receive the text verification code. After changing my phone number the following day I attempted to reset my password. However there was no longer an option to receive a verification code and instead I was asked to enter a PIN number which I never received. Once more I contacted US Bank about this issue. Customer service took over my screen and I physically showed them the message I would receive upon attempting to log into my account. I was not provided a solution and the following day I contacted US Bank about making a payment over the phone. Customer service then demanded that I pay over {$600.00} because the payment had still not been updated to the correct amount. US Bank refused to allow me to make the correct payment and then indicated that they would report a late payment to the major credit bureaus even though they were aware that this amount was not accurate. I still do not have access to my online account and I still can not make any payments. This is unacceptable behavior especially when US Bank has been having major issues with their website and app. Additionally this violates the Fair Credit Reporting Act. Therefore I have submitted this complaint for investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92203
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Bank is in breach of cardholder agreement. Bank is holding cardmember liable for fraud charges. Police reports filed. Protection order in place. Bank is tampering with accounts and restricting them not allowing consumer access to funds. Bank is rejecting direct deposits and keeping the money for them self. Bank has stolen money out of consumers savings account, and refusing to release
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: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made a purchase on a card with US BANK where I have 3 other balances on this specific card that are at 0 % interest. I have made well over, hundreds of dollars, over the minimum payment and yet the balance for the small purchase with interest still remains. My recent statement XX/XX/21 states that there is still a balance of XXXX on the interest accruing amount. The min on the last statement was XXXX, I paid and additional XXXX. There was a remainder of XXXX in the accruing interest balance, when the prior was only XXXX. I am not sure how that translates to still having an additional XXXX. I called and complained they did reverse 2 months of interest fees but the fact still remains that they are not adhering to current law when it comes to applying payments to higher interest balances first. That was an additional XXXX over the minimum which means that the whole XXXX sitting in the interest accruing balance should have been paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a second mortgage on my home thru us bank. In the fall of XX/XX/2020 the bank notified us that the area where our home in has been reclassified and now lies in a flood plain. I obtained flood insurance thru my agent and fema. US bank is charging me XXXX dollars a month on top of my mortgage to pay for flood insurance. Despite me calling multiple times in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and giving them my agents information to get my food insurance, they continue to charge me for this unnecessary insurance. I don't know where else to turn
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83616
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-03
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Friday, XX/XX/XXXX This complaint is an addendum and follow up to the original complaint filed : the number is XXXX, as US Banks bad behavior just won't quit. Apologies for the typos in the XXXX letter. This is what happens when you have a life outside of having to put up with US Banks poor treatment of you. The list is so long I can not even discuss everything here. Luckily I was able to capture most of it in the previous letters and this one. While I am still waiting to hear back from XXXX XXXX XXXX promised to call me on XX/XX/XXXX ), and now XXXX XXXX XXXX XXXX promised to call me on T, XX/XX/XXXX ), a third party that has no access to my personal checkings and savings accounts, has now brought to my attention that US Bank is claiming that they closed my accounts for me. As usual, absolutely no calls or emails to me on this from the folks that promised to call me back to help resolve this. As usual, theyre always pulling their underhanded games when I in fact closed my account officially on XX/XX/XXXX when I notifed the XXXX, XXXX in email. I am through with all of their sly and low-balling games. XXXX XXXX confirmed with me in early XXXX that their standard is for the person that I reach out to that is supposed to call me back within XXXX hours or sooner is supposed to call me back within that time frame. They have rarely upheld themselves to this standard as evidenced in all the emails sent to you so far, among so many other standards they never adhere and uphold to with me. They are also speaking to a third party about my private personal and checking accounts and not directly to me even after Ive already told them that I wont accept their slow mail anymore as a result of how badly theyve treated me for so long. US Bank continues their unethical practices with their untrustworthiness, lies, stonewalling, passive aggressiveness, etc. While they are claiming that they closed my accounts for me, I closed them on my own accord finally after many forewarnings I provided them, as a result of all of their negligence in refusing to respond to my multiple attempts to reach out to them about an original concern that they refused too resolve effectively and efficiently. XXXX XXXX has a track record of her negligence, excuses, stonewalling tactics, etc, years before I finally submitted my official closing of my accounts in my final email to XXXX XXXX on XX/XX/XXXX. She's never in her office every time I call, or she stepped out, I leave a message, she never calls back. or she has someone else calls me when I need to talk to HER! Shes always on vacation. The front has lied to me saying she is not in the office when I found out through others that she in fact IS in her office, etc. So many occasions this happened now. Back to the final email on XXXX to XXXX This was after he promised to call me the Friday Before. As usual, no call. I follow up on the following Monday, still no call. So I sent him the email on my own accord to clos everything. Hours later that same day, Mr XXXX XXXX leaves a message on phone saying that obviously they got the email and that they are sending things in the mail. But this is premature. My new bank said the easiest way to transfer all of my funds WITH NO FEES, is to wire transfer everything over. This group has had several opportunities in the past -- - I mean, SEVERAL, and they blew every single forgiving chance I gave THEM to rectify the situation with my original request. But of course, they add insult to injury by ignoring and gaslighting me in literally every situation. The most well-behaved individual out of the lot was Ms. XXXX XXXX who would not have even reached out to me had I not taken the time to fill out one of their surveys. I am not saying that shes fantastic, but she is far better than the rest. At least that was how she presented herself to me that day. But as usual, the original problem is still not solved. This type of white collar criminal behavior ( unethical ) - the negligence, the stonewalling, the refusal to handle my funds properly -- warrants individuals in this organization like Ms. XXXX and the other offenders to be sent to prison. Their choice of behaviors with how they mis-treat customers and mishandle peoples ' money XXXX XXXX XXXX XXXX XXXX, shows me month after month, year after year that she deserves to get the same treatment from other bullies out there since this group is so quick to dish out this type of unprofessionalism and negligence. Their claim that " Our goal is to provide efficient, accurate, and courteous service, and we share our disappointment in learning we have not lived up to these expectations/standards. '' So far, based on all behaviors and negligence and horrible customer service and attitude committed to say at the very least, this group continues to lie and promise " efficient, accurate and courteous service ''. US BANK MOST DEFINITELY DOES NOT PROVIDE " EFFICIENT, ACCURATE, AND COURTEOUS SERVICE '' the majority of the time. THE EXCEPTION OF THIS IS MR. XXXX XXXX AT THE XXXX BRANCH. BUT HE IS A RARE EXCEPTI. SADLY, THE BANK IS NOT A XXXX MAN TEAM, SO US BANK NEEDS TO FIRE ALL THE OTHER MIND JOBS AND RECRUIT AND HIRE MORE XXXX 'S FOR SURE. US Bank has proven to me over and over again that their words mean nothing and I can not trust them one bit. If they wish to keep at least some shred of self-respect, they'd be very wise to re-open up all accounts so that I can re-wire back to my new bank which I like so much better and most of my family members go to others banks as such. Also, fire Ms. XXXX. Once I am DONE talking to a group that his mistreated me so poorly, I am DONE reaching out to them. And I am also done reading their mail.. I am no longer accepting anymore mail from this group, nothing. While they are incredibly lucky I showed them forgiveness and mercy and talked to them to give then time to improve, as usual, they blew it. MORE MORE! I had better see all of my accounts AT ONCE reopened and NO FUNNY FEES AND CHARGES TO MY ACCOUNTS, for me to wire my money over to my new bank. No XXXX XXXX. 1 ) This past Monday, Ms. XXXX XXXX promised me that she would reopen my accounts for me to handle my money and that she would call me the very next day Not surprising that she too, broke her promise to me, and neglected calling me back. It was also very harassing and unprofessional of her to go off on how " one should pick up the phone for something important like this ''. Firstly, in no way did I ever say to this female that i don't pick up my phone. Also, it is really none of her business if the customer chooses to not pick up the phone or not. Customers work too just like US Bank employees, but apparently she was too dense to understand this. I expect individual letters of apologies from Every person I have emailed in the records shown to you for their criminal and unprofessional behavior at the very least. Ms. XXXX, Mr. XXXX, Mr XXXX XXXX for not responding to my original which prompted me to have to reach out to Mr. XXXX in the first place, Mr XXXX XXXX, Ms. XXXX now at the XXXX XXXX XXXX and her rude employee ( XXXX XXXX XXXX that never even smiled at me and just made me stand there in silence without saying anything to me for like five minutes at a time. Newcombs employee also lied to me repeatedly and would always evade answering me when I had to ask her more than XXXX times the branch XXXX 's name. She still refused to give me the branch XXXX 's name although I asked for Ms. XXXX 's business card, and to cover herself, she then said " XXXX '' after the fact when XXXX already walked out to see me. FOR THE RECORD : XX/XX/XXXX, I CANCELLED MY ACCOUNTS WITH US BANK ON MY OWN ACCORD. BUT I STILL NEED TO HAVE THEM OPEN UP MY ACCOUNTS WITH ALL MY MONEY IN IT, ( NO FEES, ETC ), FOR ME TO TRANSFER FUNDS FROM THE APP AND THEN PAY MY CREDIT CARD BILL TOO. WHILE I SHOWED THIS TO MS. XXXX, SHE JUST IGNORED ME FOR XXXX MINUTES AT THE TIME AFTER I WOULD ANSWER ALL HER QUESTIONS PROMPTLY, THEN SHE WOULD GIVE ME SILENCE FOR XXXX MINUTES AT A TIME, WHILE MAKING ME JUST STAND THEIR IN SILENCE WITH MY PAINFUL FOOT LESIONS. THANK YOU CONSUMER FINANCIAL PROTECTION BUREAU FOR EVEERYTHING. THIS GROUP IS FULL OF LIES AND ABSOLUTELY NO INTEGRITY. PLEASE MAKE SURE THEY RE-OPEN UP ALL MY ACCOUNTS FOR ME TO TRANSFER ON MY BEFORE I WOULD HAVE TO GET SOME LEGAL ADVICE. thank you for understanding how I am legitimately livid about all of these unethical people at US Bank with Low integrity. Please have re-open my accounts for me to effectively wire all my money to my new banks of choice and thank you in Advance. 1 ) Individual Letters of individual apologies from all I emailed, called and ignored me and my original requests. 2 ) Re-open all of my accounts. 3 ) Pay for all late charges for credit card bill that is due on XX/XX/XXXX if/when they do not re-open my accounts for an efficient and effective transfer, minus all fees, charges, etc. 4 ) Call back as promised from Ms. XXXX and Mr. XXXX, XXXX. 5 ) XXXX to re-open all accounts as she had promised and to send an email confirming she did this. If not then, Ms. XXXX needs to do this. Shes the primary person who started all this mess in the first place ( in addition to all the other messes she has caused in the past ), while the others continued to add insult to injury instead of rectifying everything and providing good customer service ethical practices. No more excuses. 6 ) Refund directly while ccing me in all emails XXXX XXXX XXXX, XXXX XXXX, their {$320.00}. 7 ) Pay all the late credit card fees if/when the credit card payment that is due XX/XX/XXXX is not able to be paid since you refuse to re-open up my accounts This is beyond preposterous and 100 % UNACCEPTABLE BEHAVIOR on US Banks part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received a letter dated XX/XX/XXXX advising me that, " we have not received the XX/XX/2021 payment. '' " Failure to remit the payment ... could result in late fee assessment. '' On XX/XX/XXXX, US Bank sent an email from XXXX stating the same. I responded with a screenshot of my US Bank account showing that AutoPay is ON. On XX/XX/XXXX, I discovered that XXXX is not monitored by humans. I emailed the following US Bank humans for assistance : XXXX XXXX, XXXX, XXXX XXXX XXXX ; XXXX XXXX, XXXX of Loyalty ; and XXXX XXXX, XXXX Customer Experience. On XX/XX/XXXX, I have received no response. I advised XXXX, XXXX, and XXXX that due to their inaction, I would feature them in this CFPB complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2021-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have a checking account with USbank. When I opened the account, the banker told me that there's no monthly fee if I have any usbank credit card. The advertisement says the same thing. However they still charge me a lot of monthly fee and they said my business credit card does not qualify.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77840
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Im confused and stressed and shocked when I reviewed my credit report this week and I found multiple inaccuracies on my credit report from the 3 major credit bureaus from a collection company that I never have dealt with before. I've attempted several times to ratify the issue with the original creditors and credit bureaus and they still reporting inaccurate, unverifiable information. I have disputed this item with the credit reporting agency and they reported you confirmed the account as valid. I honestly do not believe to ever have any relationship with this collection agency or original creditor. Also there are several inaccuracies with this account the way it's reporting and that's a total violation of FCRA and FDCPA laws and regulations. In a good faith effort to resolve the matter amicably, I must demand proof of this debt, specifically the alleged contract or other instrument bearing my signature, as well as proof of your authority in this matter. Absent such proof, you must correct any erroneous reports of this past debt as mine. I am writing to request that you please provide the following information : 1. Please evidence your authorization under 15 USC 1692 ( e ) and 15 USC 1692 ( f ) in this alleged matter. 2. What is your authorization of law for your collection of information? 3. What is your authorization of law for your collection of this alleged debt? 4. Please evidence your authorization to do business or operate in this state. 5. Please evidence proof of the alleged debt, including the alleged contract or other instrument bearing my signature. 6. Please provide a complete account history, including any charges added for collection activity. You have 30 days upon receipt of this letter to provide strict proof of contract. In the event you can not provide strict proof of contract, you must cease and desist any and all collection efforts and immediately remove any derogatory information reported to the consumer reporting agencies. In addition, you will need to provide me your agreement, in writing, that you are closing your file, ceasing collecting activity, and deleting all information related to this reference number from any and all credit reports youve furnished the information to. In the event you transfer this account to an attorney without providing proof of contract, and proving your claim, he/she will be immediate reported to the America Bar Association and Professional Liability Fund for code of ethics violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Received an unrequested US Bank Reliacard postmarked XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06460
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: As an existing US Bank mortgage customer since XXXX that was purchased from a mortgage company I used for my closing I applied to refinance my property to decrease my interest rate from 4.2 to 2.5 APR. I filed a complaint with US Bank internally in regards to the underwriting process and experience I have had that has been in limbo due the underwriting stating a ground rent agreement filed with the superior court within the city of XXXX didn't specify verbiage related to the below : The lease or sublease must : permit the mortgaging of the Leasehold Estate ; permit assignment without the lessors consent ; and grant to the Leasehold Estate mortgagee the right to acquire in its own name ( or in the name of its nominee ) the rights of the lessee upon foreclosure or assignment in lieu of foreclosure. The last documented land rent agreement was processed in the year XXXX. The transaction was recorded in the ground rent registry as well as the confirmatory deed specifying the parties involved, date of transaction, lot, address, boundaries and ground rent bi-annual payment. Underwriting have refused to accept these legally binding court documents record that represent the most transfer of ownership to the most recent owner of lot # XXXX on which the property XXXX XXXX XXXX XXXX was built on in XXXX. On XX/XX/XXXX US Bank conditionally approved the refinance loan application with the caveat to provide additional information. The final required document was the ground rent agreement. Ever document provided by the title company that represents me and confirmatory deed I provided has been deemed insufficient. Despite the statement the provided documentation being deemed insufficient underwriting has not approved nor denied the application and continues to request I find a document that will satisfy their requirement. I have continuously asked for either an approval or denial and still having received one. I have also asked for the loan officer and loan processor to cancel the application which hasn't been done. In an attempt to confirm US Bank has been mailing the ground rent to current ground rent owner bi-annually as specified in the ground rent agreement, I requested this information from both US Bank escrow and tax department. Neither has been able to confirm US Bank has sent out ground rent checks since XXXX or later. As a US Bank mortgage customer whose loan was purchased by US Bank shortly after my closing in XX/XX/XXXX, I chose to use US Bank to refinance because I assumed the process would be streamlined because my existing banking relationship. The experience has been the worst, due to the lack of communicating, the extreme subjectivity of the underwriting department and the inability for me to get clear and concise answers to my questions. We have exceeded the assume 90 day closing period and US Bank underwriting still hasn't provided an decision on the refinance loan. Due to my concern of how my application is being handled I am filing a formal complaint with the Consumer Financial Protection Bureau to investigate the underwriting process to determine if it was unfairly administered due to some form of bias, discrimination, or unwillingness to approved because US Bank doesn't want to provided me with a lower APR to avoid monetary loss.
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: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A