Date Received: 2021-03-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I made an in-person {$20000.00} check deposit to my savings account. At the time of deposit, the teller ( XXXX XXXX XXXX ) provided a Notice of Hold indicating {$220.00} would be immediately available ; {$5300.00} would be available on XX/XX/XXXX ; and {$14000.00} would be available on XX/XX/XXXX. On XX/XX/XXXX, I returned to the bank to inquire why the {$220.00} and {$5300.00} was not showing as available. The branch manager, XXXX XXXX XXXX XXXX XXXX ; XXXX ), informed me that a longer hold had been placed because the " back office '' had reason to believe the check would not be paid. I asked when, as required under Reg CC, the notice to this effect was provided. MrXXXX XXXX stated no notice was required. Later on XX/XX/XXXX, I received an email from Mr XXXX stating a response to my question would be received within 15 calendar days. In this email, Mr XXXX ' manager 's, XXXX XXXX, phone number was also provided ( XXXX ). I called Mr XXXX and left a voice message ; never have I received a response from Mr XXXX. On XX/XX/XXXX, via US Mail, I received a new hold notice, dated XX/XX/XXXX, stating a longer hold had been placed indicating the funds would be available no later than the 7th business day after the day of deposit. I believe the 7th business day after the day of deposit would be XX/XX/XXXX - as indicated on the initial Notice of Hold provided to me at the time of deposit on XX/XX/XXXX. On XX/XX/XXXX, via US Mail, I received response to the email from Mr XXXX dated XX/XX/XXXX. In this letter, it states : " after this deposit was reviewed by our Deposit Risk team, along with your account 's transaction history ( more on this - see below ), we had reason to believe this check may not be paid. '' The letter went on to say if I had any further questions, to contact the XXXX Customer Service at XXXX. On XX/XX/XXXX, I called this number and spoke with XXXX, who said she would transfer me to the Deposit Risk Team. When transferred, I spoke with XXXX ( in the Fraud Liason Center ). When I asked to be transferred to the Deposit Risk Team, XXXX stated only the branch manager ( Mr XXXX ) can call them. Needless to say, I have found the branch manager ( Mr XXXX ), as well as his manager ( XXXX XXXX ) to be of no assistance. All of the funds were finally made available on XX/XX/XXXX ( the 8th business day after date of deposit ). In the meantime, I have been trying to determine what about my account 's transaction history would indicate the deposited check may not be paid. On XX/XX/XXXX, I called XXXX and spoke with XXXX. I asked XXXX to give me the following information regarding my accounts with the bank. I have had a checking and savings account with the bank since midXXXX ( XX/XX/XXXX ). I asked XXXX, during that period of time, how many items had been returned and how many NSF items had occurred. XXXX was unable to provide the information. To my recollection, there have been neither any returned nor NSF items. During this same time period ( midXXXX ) through late XXXX, I also had a HELOC and an installment loan with the bank ; both of which were paid as agreed. Which brings me back to the question, " what about my account 's ( bank relationship ) transaction history would indicate the deposited check may not be paid? And, why was the availability delayed until the 8th business day after date of deposit. Long story short, I believe the bank is engaging in UNFAIR, DECEPTIVE AND ABUSIVE ACTS AND PRACTICES ( UDAAP ). I appreciate any assistance you might provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: every month is the same, the only way I can get money off this card is by doing a money transfer to my cash app card but now I can not get any money transferred it tells my my bank will not allow it. The last time I tried was on XX/XX/2021 and again on XX/XX/2021. the amounts I tried was {$20.00}, {$25.00} and {$50.00} and the same thing for all 3 each time. I have had nothing but problems with this card from day 1 and when I contact them they tell me there is nothing they can do about it, that I must be doing something wrong. It is bad enough they have a {$500.00} a day limit to withdraw money but XXXX I can't even do that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 188XX
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USbank mailed me a letter on the XXXX XXXX to inform me about closing my account. In the letter, it was stated they had mail me a cashier check for whatever balance in my account within 15 business days after my account is closed. On the XXXX XXXX, they confirmed that my account is closed after I called customer service for balance, up till now, I have not received the cashier check as promised for balance left in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2021 I reported to US Bank that my debit card had been stolen, and reported every unknown transaction. After that, they turned off my card, but my bank account still had it. Funding I tried to log in to my account using mobile banking and online banking to transfer the balance of the account, but it was not successful. On the morning of XX/XX/2021, when I tried to log in to mobile banking to transfer my funds again, the system prompts me that my login account has been XXXX and I can not access my account, but my account contains all my funds, including The third round of assistance is in this account. That is all my money. I can't use the digital bank. I can only go to the local bank for processing. But the bankers also told me that they can't do anything, nor can they get back the money in my account. Let me wait and wait until one of their departments finishes processing before releasing my funds, which annoys me very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91767
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We signed up for mortgage forebearance in XX/XX/2020 due to losing job due to pandemic and we were accepted through cares act us bank home mortgage. I only missed three months and having been pay. The three mortgage payments were put as a lump sum at the end of our mortgage but now they are saying we are three months behind and reported it to my credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I never contacted US bank nor have I ever had a relationship with the bank. I recently purchased a home using an FHA loan and closed with XXXX XXXX XXXX XXXX on XX/XX/2021. An XXXX XXXX ( ex girlfriend of mine ) who works at US Bank as a mortgage loan officer accessed my person information on the government website for FHA connection. She shared this info with others. I made a complaint with US bank customer service about two weeks ago as a believe this violates federal law 18 ISC 1030. To date I have not received a response from US Bank. Her access should be recorded on that website. Her NMLS is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48390
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
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 haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43614
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, we put our mortgage into a COVID forbearance plan with US Bank. In XXXX of XXXX, we contacted US Bank to find out what we needed to do to start paying our mortgage again and refinance. We were instructed that we needed to make three consecutive payments and could then apply for the refinance. We then made XXXX, XXXX, and XXXX payments. In XXXX we applied for a refinance and were told that we had to actually remove our account out of the forbearance plan and then make three payments. We lost out on the low interest rates which was very devastating. In XX/XX/XXXX, we completed a Payment Deferral Agreement with US Bank to remove our account from the forbearance plan and they confirmed it was received XX/XX/XXXX. I spoke with a Relationship XXXX from US Bank and they stated that is was being processed and would be effective XX/XX/XXXX. I called back on XX/XX/XXXX to confirm everything was processed and spoke with US Bank employee XXXX id # XXXX, at which time he stated that the account had been removed out of the payment deferral plan inadvertently. He was going to have a XXXX contact me to let me know what happened and how we correct it. I did not hear back from anyone so I called back on XX/XX/XXXX and spoke with XXXX id # XXXX, she stated that someone from the bank had made an error and removed us from the deferral plan. She stated that she would get it reversed and submitted to Underwriting for approval immediately. She stated that that process takes 72 hours and she would follow up with me by XX/XX/XXXX. I had not heard back from her so I called on XX/XX/XXXX and spoke with XXXX. She stated that it was still with Underwriting and she expected to hear from them in the next day or two. I have not heard back from her and have tried on three attempts to contact her directly with no avail. I called XX/XX/XXXX and asked to speak to a XXXX. I spoke with XXXX id # XXXX. He stated that the above information that I was given was correct but still could not tell me the status on the account. He could not confirm that we had been reinstated into deferral plan, he could not instruct me on whether or not to pay or XXXX mortgage payment, I can not seem to get anyone to tell me the status of the account. I am not sure where we stand, no one from the bank is calling me back or following up. This has been the most unprofessional and misinformed experience I have ever had. I have spent hours, upon hours on the phone with various representatives and been given different answers and lost out on a huge monthly savings on my mortgage with the refinance because of this misinformation. I just want my account back in the deferral payment plan and move on from this. This forbearance plan was intended to help people through the pandemic and this has done nothing but cause problems because of US Bank 's lack of knowledge, follow through, and professionalism.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Somebody applied for unemployment benefits in my name. I was notified of this through the mail. Shortly after being notified about this, I received this U.S. Bank ReliaCard. I did not apply for unemployment and I do not want this card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was XXXX XXXX XXXX XXXX on XX/XX/2020. I had a u.s. bank reliacard, with approximately XXXX XXXX dollars on it at the time I was hospitalized on the above stated date. I was released a week later, only to suffer an XXXX XXXX XXXX on XX/XX/2020 and emitted to inpatient care until early/mid XXXX. Around the XXXX I was XXXX from XXXX and discovered that my account was emptied ... And continuously used over the course of my hospital emittance without my approval. I immediately contacted U.S. BANK after reviewing several phone messages via text of possible account activity ... however ; I was in a very dire state. As I was confined to a hospital bed, unable to barely XXXX. I sent in all necessary articles of proof via fax to u.s. bank including admittance firms and dates, as well as went as far as to contact my local unemployment office to try and arrange a call to verify these charges and withdrawals to no avail. Over the course of time while I was admitted my account had accumulated an additional XXXX XXXX dollars as well, which me and a representative of u.s. bank went over detail for detail the day I found out which was XX/XX/2020 or XX/XX/2020. A complaint was filed, charges deemed fraud, and a new card was issued. The final total of fraud charges was about $ XXXX XXXX dollars gone!! And nobody willing to help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53224
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A