Date Received: 2021-03-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Dear Sir : XXXX XX/XX/2021 About two years ago my sister XXXX established a checking account at the US Bank branch located in XXXX, Missouri for the purpose of managing the financial affairs of an LLC which is co-owned by XXXX, my other sister XXXX, and myself. When XXXX established the checking account she identified me as a co-owner of the account, however since I live in South Carolina, I was unable to be present when the account was established in order to sign the signature card necessary to be able to make electronic transfers in and out of the account. With all of the problems associated with delivering paper checks due to the Covid-19 pandemic, I elected to travel to XXXX last week so as to physically sign the signature card. To my surprise, when I contacted the bank last Thursday, XXXX XX/XX/2021, I was told that my South Carolina drivers license, my military ID card, and my US Passport were insufficient documents to prove my identificationand that I would have to have someone already on the signature card physically present to identify me. So I asked XXXX to meet me at the bank. When I arrived at the bank, I found XXXX being berated by the US Bank manager, a XXXX XXXX XXXX. Apparently what had happened was, XXXX was told that she must complete a survey before XXXX would allow her to add me to the signature card. This survey included many personal questions, such as, How much money did you make last year, and Do you own or rent your home and How long have you lived at your current address and a host of other questions that had absolutely nothing to do with adding an owner to the checking account signature card. When XXXX objected to this invasion of privacy, XXXX arrogantly and condescendingly told her that it was bank policy and that she had to comply. When XXXX asked to see a written document to prove that this invasion of privacy was indeed bank policy, XXXX became openly hostile. ( I arrived at this point. ) It is not possible to describe with the written word the sarcasm and condescension that dripped from her words as XXXX told XXXX that, XXXX was not in charge of US Banks policy documents and that she had no right to see internal US Bank policy documents and further statements that clearly were said to belittle and embarrass XXXX. I was shocked. When XXXX finally stopped her tirade, XXXX explained to me what was going on, and that we were going to have to answer the survey in order to add me to the signature page so I could perform electronic funds transfer from South Carolina. I wanted to simply say, Close the account right now but with the pandemic issues that XXXX is already dealing with, I didnt want to put more pressure on her, so I acquiesced to the survey, although I recognized it as a classic adhesion contract that violated my privacy for no legally cognizable reason. After the survey was completed, the clerk led me through an electronic checklist which kept requiring me to validate the fact that I had read certain documents and that I agreed to be bound their terms. When I asked for a copy of these documents so that I could read them, I was told that they were unavailable, however if I did not certify that I had read them and agreed to their termsI would not be allowed to be added to the accounts signature card. So, this is what I am asking you to do on my behalf. I would like you to investigate US Banks practices and policies, and then order them to cease and desist from any and all illegal activities that invade their customers privacy without sufficient cause. Next, I would like you to order US Bank to provide me with paper copies of all of the documents that they insisted I validate as having been read and agreed tothe bank has my mailing address on file. The electronic checklist the bank uses to add a signatory to a checking account will identify the pertinent documents. Finally, I know it is not within your power to retrain XXXX XXXX XXXX so that she treats US Bank customers with some simile of courtesy and respect, however I intend to forward a copy of this letter to the CEO of US Bank, and perhaps he will have something to say about that issue. I can be reached by email at : XXXX if you have any questions for me. Thank you for your consideration. Very Respectfully, XXXX XXXX XXXX XXXX, XXXX, ( XXXX ), XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29732
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX, my ReliaCard was stolen at approximately XXXX, while I was asleep. Upon awakening, I immediately called ReliaCard and reported my card stolen. I then immediately called the police and filed a report ( which Ive submitted to ReliaCard twice now. Detective Sergeant XXXX was assigned to my case. Ive sent ReliaCard his name, phone, fax, email, and work address. This detective has the videotape of this thief stealing {$1000.00} off my ReliaCard at the ATM at XXXX XXXX XXXX nearby. 5 unauthorized withdrawals timed at one per minute, for 5 minutes straight, each for {$200.00} ( plus fees ), for a total of {$1000.00}, at which time the card shut her off. I pressed criminal charges, The thief is currently in jail, charged with Felony Theft and Receiving Stolen Property. Its been over 2 months and Ive received NOTHING from ReliaCard- not a provisional credit, not an approved dispute ( Ive been denied twice because based on our investigation, we have concluded no error occurred ; therefore, no funds will be credited to your account and this matter is considered closed. Ive sent a 6-page letter, all documents theyve requested, a police report, all the detailed information I possibly could, and Ive followed through with everything I possibly could legally ( this thief is on her way to prison ), and I cant get my money back from ReliaCard- despite their own policy, despite banking regulations, despite my spending over {$30.00} in faxing expenses. This is RIDICULOUS. And if youre wondering how the thief got my pin - the ReliaCard was new, I had just started using it a few days before, and I had it written down in my wallet. This was my mistake, my part in the situation, but Im sure things like that happen all the time and consumers are still credited their stolen money back. Correct? I want {$1000.00} credited back IMMEDIATELY, plus the {$30.00} I spent on fax machines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44484
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XXXX I applied for Government Assistance ( PUA ) and was approved to get payments that backdated to XXXX I never received a debit card in the mail so about a month later US BANK RELIA CARD sent me a debit card the debit card had no funds so I called the bank to find out what the problem was that's when US BANK RELIA CARD representative advised me that there was an additional card on my account that was loaded {$17000.00} to date ( XXXX XXXX ) I was confused due to me never receiving any funds the representative then gave me the information attached to my account and the address that the representative gave ( XXXX XXXX XXXX XXXX PA ) is not an address im associated with or have ever been the representative then proceeded to give me the email on file more information I have never been associated with so at this point the representative advised me to file a dispute and update all my contact information so I did we continued the call ( duration 2 hours ) disputing the transactions on my account. A week later I called for updated information and was told my dispute was closed ( XX/XX/XXXX ) a couple months later ( XX/XX/XXXX ) I was sent a text message from US BANK RELIA CARD to verify my identity so I called and was told my claim was reopened and was advised to send over information ( ID CARD PROOF OF ADDRESS AND SSI CARD ) and that the claim would reach its 90 day mark the first week of XXXX in witch US BANK RELIA CARD only has 90 days to investigate and reach a decision today XX/XX/XXXX I have called numerous times being told numerous times that my claim is still pending to call back 7-10 days. the funds that were deposited into the US BANK RELIA CARD was my PUA Unemployment and due to US BANK RELIA BANK sending my card out to the wrong address I lost all my unemployment benefits and US BANK RELIA CARD 5-6 months later have not paid me out any of my money that was stolen nor have they given me an update on my claim after I have submitted all my proof. In addition also losing all my work credits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I had a transaction go into my account for my sons IRS tax return and XX/XX/XXXX. Nothing happened to the account and we were able to access my sons funds. 1 week later both my son and my stimulus checks were deposited into that same account. This flagged my account and there was a restriction put on the account. I contacted the company and was told to simply send in a copy of my sons state issued I.D and the block would be removed in 2 days. After waiting the 2 days I contacted them back for information on the restriction and was told that they have never received my info even though we have confirmation that it was successfully submitted. A day later I called again and a rep advised that the ID was received and reviewed and my funds would be released no later than today. I asked about the direct deposit of my employer and if that would then effect the account negatively and was told no it would not. I called this morning and was told that my issue was being escalated for the removal of the block on the card and that if funds were still blocked after an hour to call back. Still no removal of the block after waiting 5 hours. I called back and talked to another supervisor who explained that now a new flag was on the account because my direct deposit from my pay has now been placed on the account. It has been 8 days and I have not been able to access any of my money. I am in a situation that me and my family could be homeless if we do not get access to our money because I have to move out in a few days. We have no food and our water is now shut off because we cant access verifiable funds in my account. I have spent countless hours speaking to the reps for this company and none of them have been capable to help me. I have been hung up on several times, promises have been made and not followed up on, and escalations that were never handled. In the last 8 days now going on 9 I have talked to more than 15 reps that all are telling me to do different things and will not help me. No one is noting the account appropriately and taking initiative to resolve the problem and I was told that there is no one to call in their fraud department. They have no workflow in place to talk to someone handling fraud issues. They cant email, phone or message a higher department for issues like mine. When handling ones money there should always be someone to talk to at all times, and I was not given that option as they don't have a department that is in place to resolve my matter. I have never been so disrupted and depleted from a company that would handle customers this way or their money.
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: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am writing to ask you to institute litigation against US Bank to force them to stop engaging in a deceptive practice, which enriches them and defrauds numerous consumers. US Bank CSRs ( Customer Service Representatives ) are trained to tell customers that they can buy gift cards using the XXXX Altitude card, without fear of having their accounts shut down or other adverse actions. In fact, this advice is not true. US Bank shut down my account for that reason, and, according to media reports, their officials freely admit that it is their policy to shut down accounts fo this reason. By training CSRs to tell consumers that there is no problem, US Bank acquires more market share, by closing the accounts, they avoid making large payments on gift card purchases at XXXX XXXX stores using XXXX XXXX and other similar wallets. Such payments get XXXX % back, redeemable for travel at XXXX XXXX %. I understand large companies move slowly, so I have given US Bank several years to correct this fraudulent practice. However, they have not. The following are tape recorded conversations where US Bank trained CSRs told me that there is no risk at all of an account shutdown for buying very large amounts of gift cards : XX/XX/XXXX XXXX XXXX XXXX XXXX call center ( sp? ) " altitude cards will absolutely not be closed due to buying gift cards '' XXXX XXXX XXXX XXXX de XXXX XXXX if you buy several thousand in Gift Cards, your XXXX Altitude will absolutely not be closed '' XX/XX/XXXX XXXX XXXX XXXX absolutelyutely sure Altitude card will not be closed for buying large amounts of gift cards '' There are several others which I did not take notes on, but where the message was the same. But, don't take my word for it, call any CSR and see if they tell you the same thing. I reported this problem to several US Bank representatives one several years. No corrective action was taken, which is ironic for a bank whose ads prominently feature them being named one of the world 's most ethical banks. One of the representatives I reported this to was XXXX, at XXXX XXXX XXXX XXXX. I believe a fair resolution of this would be for US Bank to offer to reopen all XXXX cards cards closed for buying large amounts ts of gift cards, and to document to the CFPB that they have instituted a training program to avoid their CSRs misinforming consumers in the future. The issue is not whether US Bank has a right to close any card for any reason ( which they do ), the issue is whether they are4 allowed by the CFPB to profit from training employees to give an attractive but untrue message to consumers. I am going to hold off on contacting a lawyer to pursue a class action, until I see if the CFPB chooses to allow US Bank to continue with this deceptive practice. Please feel free to contact me for further information, including the specifics of my closed account. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94801
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is my second complaint against US Bank regarding the same matter. They responded stating that deposits were made and that I didn't submit anything regarding the payments being fraudulent. However, I was give case # XXXX by the fraud department when I spoke with them on XXXX to clarify that the accounts were closed. At that time, my alimony had not been deposited and I was re-assured that it would get kicked back because my accounts were on holds. Yet, days later I found out that my account had been unfrozen to take my alimony payment and immediately following, the accounts were closed. As stated before, I started with the customer service department who referred me to the fraud department who referred me to the branch manager who couldnt take the time to speak to me but referred me to the recovery department who didn't have a clue why I was sent to them in the first place. For the last time, I did not write or deposit these fraudulent checks. I was scammed out of the money, but I did not have anything to do with the fraudulent checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42240
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/XXXX I received an opportunity from US bank to do a 0 % balance transfer with a promotion apr until XX/XX/XXXX. I already had the US Bank credit card and had a {$2800.00} balance with a 0 % apr until XX/XX/XXXX. Prior to initiating the balance transfer, I contacted US Bank to confirm that if I did a balance transfer that all payments would first be applied to the older balance ( {$2800.00} ) with the 0 % apr that was expiring XX/XX/XXXX. I was guaranteed that this was correct and all payments would first go to the older balance. In XX/XX/XXXX I made a {$2000.00} payment, expecting that the payment would go to my old balance before the balance transfer and that did not happen. I contacted US Bank this morning and was told that although the payment should have been applied to my old balance, their computers are set up in such a way that the payment first goes to my balance transfer amount rather than what I was previously told. I would not have made a balance transfer until I paid off the {$2800.00} had I known this would happen. Now IS bank tells me that there is nothing that can be done to remedy this problem, despite acknowledging that the payment was incorrectly applied. I was told I would have to wait until XX/XX/XXXX when the apr increase to 23 % and then my payments would go to the balance with the higher apr. US bank defrauded me and probably other consumers by incorrectly applying payments in order for promotional aprs to expire in order to collect high interest rates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: When I reviewed my credit report I noticed that there are inaccuracy on the late payments, on the month of XXXX XXXX and XXXX has no data provided but XXXX has it 30 days late payments which is clearly inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
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: I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
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: 2021-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX report is showing a paid in full item from USBank as a negative item. I called USBank and they do not show they had ever reported the item.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A