Date Received: 2021-02-17
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Yesterday the company responded by saying they havent received ANY forms of documentation after their rep said they were updating and to call back in the afternoon. Still can not use my card!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15401
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Loan officer denied loan estimate after providing all necessary information required to obtain one including : your name, your income, your Social Security number ( so the lender can pull a credit report ), the property address, an estimate of the value of the property, and the desired loan amount. XXXX XXXXXXXX Mortgage Loan Officer | NMLS # XXXX p. XXXX | c. XXXX XXXX e. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: From XX/XX/XXXX until XX/XX/XXXX, I had been making regular, timely payments above the monthly limit, to this credit card account, effectively paying off the credit card in XX/XX/XXXX. I even had a credit from the company for overpaying in XX/XX/XXXX. On or about XX/XX/XXXX, I received a letter from " XXXX XXXX '' stating my account was " past due '' and " because of [ my ] payment history, we have reduced your credit limit to {$500.00}. '' I had a late payment for the month of XXXX, apparently. However, the suggestion that my payment history was anything other than exemplary was false and inflammatory. Further, the letter did not come from the company with whom I had the credit card, but rather from an anonymous-looking, and frankly, fraudulent-looking " Cardmember Service ''. In no place in the letter did it identify the company I had the card with, and only provided the last four digits of the card. The address of this " Cardmember Service '' did not even match the address of the credit card company to whom I send payments, further raising my suspicion about the legitimacy of the letter. My previous credit limit was {$24000.00}. By reducing my credit limit by {$23000.00}, Elan Financial Services effectively lowered my credit score from XXXX, an " Excellent '' rating to XXXX, a " Average '' rating. This extreme reduction in my credit score eliminated my ability to qualify for a competitive mortgage refinancing interest rate, thereby costing me thousands of dollars by eliminating my ability to apply for mortgage refinancing. I called the company on XX/XX/XXXX to inquire as to the reason for the extreme reduction of credit, to express my frustration with their action, explain the detrimental effects of their action, and request a reinstatement of my credit limit. The representative suggested I speak with their " consumer recovery '' department. When I was transferred to this department, my call was routed then back to start over at customer service. Their only response was to suggest I reapply for a credit increase. Such an action would reflect a hard check on my credit report and further diminish my credit score, so I firmly declined this action. On XX/XX/XXXX, I called again after my account being fully paid off to request a return of my original credit line, and they again said I would need to reapply for a credit increase. Due to their misleading, unjust and personally damaging actions, I promptly closed the credit card and will never do business again with any credit company affiliated with Elan Financial Services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02346
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was sent a Visa gift Debit card for {$100.00} when I 1ST went to use it did not work I called the phone # on the card XXXX they told me the card had a XXXX balance Also someone called in to register the card in there name ( this was FRAUD ) I was told to provide the following info : 1 Copy of VISA Debit Card front & Back 2 Prepaid card receipt 3 My Driver 's License 4 Cover Letter The first time I sent this Info one phone Rep said it was received 2 weeks later told they have no record of my info 2ND time I FAXED the info TOLD ME TO USE THIS ID # XXXX PLEASE CHECK with US bank NATIONAL ASSOC last CALLED TOLD TO GET A POLICE REPORT FOR {$100.00} always a new request from card holder services ( big run around ) I TRYED TO GET VISA INVOLED NO HELP DID NOT CARE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2020, US BANK add a hard inquiry on my credit reports. But company did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiry. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45014
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Below I've included a letter, in full, that was mailed to US Bank on XX/XX/XXXX. I have included it within the asterisk marks. Under the letter I have added information regarding US Bank 's response. XXXX XX/XX/XXXX XXXX : Customer Complaint regarding Re-finance Transaction of Account Number XXXX Dear U.S. Bank Home Mortgage, On XX/XX/XXXX, I began the process of refinancing my loan with your bank, account number **********, by speaking with XXXX XXXX. He guided me through the process, told me the rate the bank could offer, described the ongoing difficulties with COVID-19 and surplus demand, and stated that, within a few days, a XXXX XXXX would be contacting me to collect U.S. Banks {$390.00} fee and initiate the online platform where I would submit the necessary paperwork. On XX/XX/XXXX I paid the fee and on XX/XX/XXXX, XXXX XXXX introduced herself as my loan processor. For the remainder of XXXX and into XXXX, XXXX continued to request various documents. She also informed me that the appraisal had been requested. That appraisal was submitted to my online portal on XX/XX/XXXX. On XX/XX/XXXX, XXXX e-mailed congratulating me that my loan had been conditionally approved. She also requested some additional documentation. By XX/XX/XXXX, I had submitted all the requested information. XXXX informed me on XX/XX/XXXX that the remaining pending items were all things she had to obtain herself. I believed the loan was on track to close before the XX/XX/XXXX time limit. Continually, throughout the remainder of XXXX, I asked XXXX what the loans status was and why I hadnt received any update. She stated that everything was under control and on track to close before XX/XX/XXXX. When I asked what would happen if the loan did not close before that date, both XXXX XXXX and XXXX repeated that, to quote XXXX XX/XX/XXXX e-mail directly, Due to our longer processes right now, we understand that little to none delays are the fault of the customer. So we are extending rates without charges during these crazy times. I was sure nothing was amiss even though the process had already started to drag. On XX/XX/XXXX, XXXX sent me the following, Ive now received everything Ive put in requests for. Im requesting your loan to be reviewed with a rush & coded it as priority as well. Im so very sorry for the length of time we have taken to complete this process. I greatly appreciate your patience & understanding. Little did I know that she had not ordered title before this point. Needless to say, and counter to all of XXXX and XXXX insistence that the loan would close before XX/XX/XXXX, it did not. The entirety of XX/XX/XXXX passed without any significant update. XXXX repeated many times that she was in the final phases of acquiring the necessary documents, specifically a title commitment. I work with mortgages and know that title commitments, even the rough ones, should take 1-2 weeks. In my instance, the property is a SFR purchased in XXXX with the title documents with US Bank. This means the bank has the most recent title policy which hasnt changed or been affected since XXXX! In such an instance, title should never take longer than a week. XX/XX/XXXX came with XXXX telling me the title commitment was still outstanding. When I spoke to the attorney selected to do the title work, he said they sent title back to U.S. Bank on XX/XX/XXXX, after having received the request on XX/XX/XXXX, that is to say, well beyond the deadline for the entire loan closing. XX/XX/XXXX arrives, four months after starting this process, and the first thing I hear from U.S. Bank is that theyll need to re-pull my credit and renew the compliance for the appraisal because it has been so long since those items were originally pulled. Yet again I have to bear the consequences of U.S. Banks incompetence. Begrudgingly, I give consent to the renewals on XX/XX/XXXX. On XX/XX/XXXX, I received the following from XXXX, Ive received the updated title! I will be finalizing your loan & sending it back to Underwriting for Final Review. Finally, Final Review! I check my online portal but nothing has updated. I feel a bit more at ease but cant shake the question, How can this be taking so long? XX/XX/XXXX, my first e-mail from XXXX XXXX arrives. He tells me the loan has been moved to a new specialized team to help get the loan ready to close as soon as possible. At this point, even reading this, you have to laugh. 138 days into the process, and we are still talking as soon as possible. I immediately respond to XXXX and provide all the documents requested, consent to the renewal of the credit report ( Didnt I already to that on XX/XX/XXXX? ), and confirm my mailing address. Thennothing. The year ends without any action or update from XXXX. XX/XX/XXXX, I decide I can no longer trust U.S. Bank to follow through on its commitments. I begin by sending an e-mail pleading to understand the delay and get some solid update on the loans progress. I repeat this e-mail, sent to XXXX, XXXX, and XXXX, every day of the first week in XXXX. I also call XXXX and XXXX and leave messages that are not returned. From this weeks attempts I receive 0 response from U.S. Bank. I decided I needed to keep pushing and schedule a meeting at a local U.S. Bank office for Monday, XX/XX/XXXX. I meet with XXXX XXXX. I understood that he was powerless to influence the transaction as he is customer facing but pleaded none-the-less that he attempt to help me in any way. Miraculously, his e-mail is seen by XXXX and responded to within the hour. Let me repeat that, my, the customers, many attempts over a 20 day period are met with radio silence, while XXXX e-mail gets a response. Finally, I believe we are making some progress on the loan. That is until I notice that XXXX requests, on XX/XX/XXXX, my rental history verification. This is a document I provided XXXX on XX/XX/XXXX. Regardless, I immediately send the request to my propertys manager and forward the document they send to me. I also ask them to send it directly to XXXX. On XX/XX/XXXX, we returned to radio silence despite still attempting to call and e-mail XXXX for better details. On XX/XX/XXXX I receive an e-mail noting that I was conditionally approved for my loanagain. This was the last straw. I could no longer take the hypocrisy. I have been a U.S. Bank mortgage holder for 7 years. I have never paid late, I have never complained or given the bank any trouble. My credit score hovers around 800, my LTV shows I have equity. When U.S. Banks refinance offer was originally put forth, I decided I would stay with the bank because of the generally enjoyable experience I had had being your borrower. After this process I will never work with you again. In all fairness, XXXX did say, on XX/XX/XXXX, that U.S. Bank was extending a {$300.00} discount on closing costs and a slight rate reduction from 4 % to 3.75 %. While I appreciate the gesture, these changes do not come close to compensate the time, costs and emotional distress I have withstood throughout this process and, more significantly, do not close the loan as of XX/XX/XXXX, 168 days after my phone call with XXXX XXXX. To resolve this issue, I want one of two things. First, U.S. Bank can honor its commitments and close the loan on or before XX/XX/XXXX. This option, though not optimal, will at least settle the matter once and for all. This closing has to entail a loan with the terms of the attached Loan Estimate, at 3.65 %, my current rate. The {$300.00} closing cost reduction would also have to be honored by U.S. Bank. If the bank is not willing, or competent enough, to close the loan on or before XX/XX/XXXX, then I request to close my application and demand a refund of the {$390.00} I gave to U.S. Bank as well as an additional {$400.00} for the costs I will incur with another lender to restart the refinance. Since XX/XX/XXXX, I have spent in excess of {$750.00} in interest on my current loan, I have paid more than {$150.00} in PMI, and I have forgone more than {$1200.00} of rental income that would result from an adjusted mortgage term. I wont demand compensation of such from U.S. Bank. Still, I can not simply walk away from this transaction without U.S. Bank taking responsibility for its misleading and potentially fraudulent behavior throughout this process. I look forward to an official response and conclusion to this matter. Please contact me at the above address, by phone at XXXX, or by e-mail at XXXX. Cordially, ____________ *************************************************************************************************** Since this letter was sent, via First-Class Mail, I have received no official response from US Bank. Again, every person named in this letter ignored my inquiries into how the situation was progressing. On XX/XX/XXXX, I was informed via private message by the US Bank portal, that my {$390.00} fee was being refunded. I had not expressly asked to terminate the application. When, again, I attempted to reach out to anybody at US Bank, I was ignored. Even today, I am able to log into my online portal and see that my refinance application is in process. No authorization was given on my behalf to cancel the transaction. No notice from US Bank was provided that the transaction has been cancelled on their end. As of today, XXXX, XXXX, XXXX, this has still not been resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I received a letter from US Bank Relicard Cardholder Services in XX/XX/XXXX stating that they had conducted a review of my account and they needed additional information to verify my identity and if I didn't provide the information my card would be closed and the remaining balance would be returned to the appropriate agency, assuming this was the XXXX XXXX XXXX. At the time I had received unemployment benefits and lost my card and did not access all of my benefits. I called US Bank upon receiving the letter and provided the necessary information needed. I was told that there was a $ XXXX balance and I would be receiving a new card in 7-10 business days. I never received that card after weeks of waiting. I called then again in XX/XX/XXXX and was told I would receive a card. After waiting for several more weeks without receiving a card, I called then again in XX/XX/XXXX. I was told I would receive a card in 7-10 business days. Throughout this whole process, I received one card ( XX/XX/XXXX ) days after my last call, which I thought was strange because I had just spoken with someone only days before that, but when I activated the card, to my dismay, I learned that there was a XXXX balance on the card. So, I called US Bank again on XX/XX/XXXX, to inquire about the XXXX balance to only be told I need to call the unemployment agency in my state to inquire about the funds. So, I decided to file this complaint after speaking with the agent because I responded to the letter I received from US Bank to handle to matter so I could get the much needed money and it is now 4 months later and nothing has been done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX, I discovered six transactions, 3 on XX/XX/XXXX, XXXX on XX/XX/XXXX totaling {$4000.00} which were bank to bank transfers made using my US Bank Relia Card. I tried to use my card and the transactions were declined. I called the bank and was told of the fraudulent transactions. A fraud form was mailed to me. I tried to login to my account and was unable to login. Customer service would not let me into the account. The customer service representative read to me an email account which was associated with a Belgian service. The fraud dispute forms that were mailed to me also indicated the phony email address. I concluded that my online account was compromised along with my debit card. I completed and returned the fraud dispute forms on XX/XX/XXXX and filed a police report. Upon follow up, I was informed that my fraud claim was denied on XX/XX/XXXX. I have not been provided a reason why my dispute was declined. I have no other recourse than to file a complaint against US Bank Relia Card in order to receive a fair resolution of the dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This complaint pertains to both a new Checking and Savings account with US Bank. The mailer prominently displayed " Get {$800.00} '' I responded to a mailed advertisement for a {$400.00} checking and {$400.00} savings new account promotion. The promo code was XXXX. I called US Bank as instructed on the document to open the correct product accounts. The customer service rep helped me open both Checking and Savings account and recited the promo code back to me to confirm. I met ALL stated terms on the promotion including dates, direct deposits, and minimum balances. The date by which the promotion amount should have been deposited passed with no bonuses deposited. I emailed customer service via email and had several exchanges. The rep helping me, XXXX XXXX, was very friendly and attempted to resolve the situation. Ultimately they confirmed I met all criteria, but that the code was entered incorrectly ( again, must have been by the telephone rep since it was over the phone ) and they attempted to but could not enter it correctly since the date of the promo had passed. Response : " I noticed the incorrect code was added to the account when it was opened so I submitted a request to have the correct promotional codes added to your accounts. It should take 2 business days to complete. '' Several exchanges later, the email rep apologized and said there was nothing they could do. Response : " I heard from our back office about the bonus again. They weren't able to add the bonus because the promotion is expired. I'm so sorry for any disappointment. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98607
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Following our application for a Mortgage loan XX/XX/2021, we have since received TWO " Prepaid Credit Cards '' in the mail, both within a week of each other. HOWEVER, WE DID NOT apply for these. WORSE YET, they were in the names of two different people who we have no clue who they are. These are both addressed to OUR address where we have lived for almost 13 years with these strangers ' names. This appears to be two cases of fFRAUDULENT USE of our credit report. The two companies and the the fraudulent appliers are : XXXX, XXXX XXXX XXXX, XXXX, TX XXXX Prepared in the name of XXXX XXXX U.S. BANK ReliaCard, XXXX XXXX XXXX, XXXX, IN XXXX Prepared in the name of XXXX XXXX I have not contacted the companies yet, concerned that the call will activate the cards, even if I have not made a deposit. I don't know if they have somehow attached to our Bank accounts and will attempt to make a deposit from them once the card is activated!!?!?!?!?!?!? How can we stop this??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A