Date Received: 2021-02-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I tried to withdraw funds from my US Bank account through XXXX XXXX. I scheduled a transfer for {$4000.00} and it was withdrawn on XX/XX/XXXX. The transfer did not complete successfully and the funds are stuck in limbo somewhere. The funds have been missing for an entire month. The trace number for this transaction is XXXXXXXX XXXX XXXX told me they are helpless to do anything and I would have to file a dispute through US Bank. I did so and my dispute was rejected because I authorized the transaction. I have to recourse and no way to recover my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: The card you send me is incorrect I didn't Unemployment benefits So I don't need it close Day account because I didn't apply for So I think this a fraud By somebody else Usin my name and so security account Oldest is a fraud on my name
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 81504
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: There was charges on my card that i did not authorize and i files clam, well i did get my money back on my card, and then they said i had to show and prove my idenity for them to issue me a new card. I sent them this information by fax and by email 4 different times, i called both parties and talked to a few mangers and one day they say we are speeding pricess up the next says re summit and i am so over this i dint issue my card unployment did told them call them they wont im just over trying to get a new card. aslo would not allow me to change my address the address on this account is XXXX XXXX XXXX XXXX XXXX NE, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 515XX
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My funds are on hold with us bank ReliaCard after verifying my Identification over 5 times. I verified my identity with unemployment and now I have to continue to wait until they get around to verifying me. I submitted my identification again today and again they told me to wait 3-5 business days. Im going to be homeless if this continues. This is my last resort please help
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: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: My loan for a XXXX XXXX XXXX XXXX with USBank was paid off via a wire transfer from my buyer when I sold the boat. I called and spoke to two different reps from USBank that instructed me on the proper steps necessary to have the wire sent to payoff my loan and to request the additional funds ( sales price exceeded the loan amount due ) to be sent to me. The day the wire was sent, I was told the overage could only be returned to the sender of the wire ( my buyer in this case ) even though I followed their instructions to a T. I have spent close to 10 hours on the phone trying to get my money back from USBank to no avail. They closed my loan, mailed me the title to the boat ( but not the trailer ), yet still cant tell me where the {$8200.00} they owe me is. My buyer is a banker and has not received a return wire and USBank confirms it has not been sent. The original loan that was paid off was {$93000.00} via a wire for {$100000.00} on XX/XX/XXXX. The difference is due to me ASAP. Not only should they pay a per diem for this time frame, I should Be compensated for the HOURS spent on the phone getting the run around from the bank. Absolutely unacceptable for n every regard. I even had two different managers hang up on me today after being on the phone for nearly 40 minutes each time! US bank has been a dismal company to deal with through this whole ordeal, and I will never use them to finance anything ever again. Learn from my mistakes, and find another bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: As the Covid-19 Pandemic started, I applied for Pennsylvania unemployment benefit. I was awarded {$12000.00}. However, I never got access to my funds as I've never received the US BANK RELIACARD debit card where the funds were deposited. For over 3 months, I kept calling the Pennsylvania Department of Labor to inquire about my benefit payments but I couldn't get through their phone system. Then finally, in XXXX I was able to reach a representative of the Pennsylvania Department of Labor who informed me that my benefits have been paid and that I should have been received a US BANK RELIACARD debit card. So I called the US BANK RELIACARD Customers service to inquire about the RELIACARD DEBIT CARD, the customer service representative informed me that they sent me a reliacard debit card and that it was loaded with {$12000.00}, however, the balance is now {$0.00} as the funds have all been drained out my account. I told the representative that I never received the reliacard. So HOW can the funds be drained out of my account? The representative then advised me to file a claim dispute. After filing a claim dispute, I faxed and mailed ( several times, at least 10 times ) all my identity verification to prove that I am who I am. I even did the selfie verification. From the beginning of XXXX until today, I have been calling US BANK RELIACARD everyday and they always keep telling me the same message : " We didn't receive your identity documentations '' On XX/XX/21 I called again and Tier 2 representative informed me that my claim has been denied and my account is restricted. When I asked for explanations as to why my claim is denied or why my account is still restricted, the tier 2 representative wouldn't give me any response beside telling me they sent me a mail. However I've never receive any correspondence from US bank reliacard. I faxed and mailed in my identity documentations at least 12 times with the most recent on XX/XX/21 and I have a tracking number showing that my identity documents have been received on XX/XX/21 at this address : ( Cardholder Services XXXX XXXX XXXXXXXX XXXX, FL XXXX ). Could you PLEASE confirm that you guys received my identity documents. I don't understand why my account is still restricted or why my claim dispute is denied. Because I've never received the reliacrd debit card in the first place. So how can someone access my account or intercept my mail and I believe US BANK is holding my money hostage. Because I've never received the debit card and I don't have access to my account. I am driving through food banks weekly and waiting and waiting It's a matter of livelyhood.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73069
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: XX/XX/21 XXXX ATM withdrawl {$500.00} XX/XX/21 XXXX ATM withdrawl {$500.00} ( less than 24 hrs later, but different day ) XX/XX/21 XXXX ATM withdrawl {$500.00} XX/XX/21 ATM says I have reached my limit for the day, but I have not. XX/XX/21 XXXX ATM withdrawl {$500.00} XX/XX/21 XXXX ATM withdrawl {$500.00} XX/XX/21 XXXX TODAY- says I have reached my limit for the day, but I have not. So, I called the number on the back of the card, customer service rep says that you can only do one withdrawl in a 24 hr period. I mention my withdrawl history of XXXX to XXXX, less than 24 hours and no problems. They have no response. I said so I have to wait until after XXXX tonight to take my next advance then, as that would be 24hrs since my last withdrawl, they say no, I have to wait an additional 12 hours because I am penalized for trying to take my unemployment money out before the initial 24 hr period was up. I said you do realize that this is my money, my unemployment, I use to feed my family and pay my bills right? Unacceptable, i am ready to call local news station.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Back in late XXXX of XXXX we entered the forbearance program which allowed us to put our mortgage payments on hold for 6 months during the pandemic. XXXX of XXXX was our last month of forbearance so we called US Bank to figure out the best way to move forward. It was at that time they offered for us to put all 6 months of missed payments in a separate, interest free loan on the back end of the mortgage. We agreed and were told that they would be sending out documents that we were to fill out and return. We were also told to resume our monthly payments the following month, which was XX/XX/XXXX. When I called in XXXX to make my mortgage payment, I asked about the documents we were supposed to have received. I was told that they were extremely backed up with thousands of cases just like ours and to be patient. I was assured that the documents would arrive as soon as possible. When I called to make my payment the following month, XX/XX/XXXX, I was told the same thing. And once again in XXXX of XXXX. My husband and I were getting worried because we wanted to hurry up and get everything signed and delivered as quickly as possible and it had already been 3 months. On XX/XX/XXXX, I noticed a voicemail from XX/XX/XXXX that I hadnt previously seen. It was a lady from US Bank asking me to return her call. No other information, other than a phone number, was left in the voicemail. I quickly called the number back ( this was not the usual number XXXX called while making my monthly payments ) once I was connected with someone I asked about the paperwork for the loan for the missed payments. It was at that time I was told the loan had been denied due to the documents never being signed and returned. I explained to her that we never received the paperwork and had been asking about it for months. She put me on hold for a bit and when she came back she assured me everything would be fine and was able to do a different loan modification for us. At that point everything seemed like it was handled and we would be able to move forward. A few days later my husband and I both received notifications from XXXX XXXX that our scores had been lowered drastically. This was XX/XX/XXXX. The next day I started calling US Bank trying to get a credit correction done. Everyone I spoke with had something different to say. I spent over XXXX XXXXours on the phone with US Bank between XX/XX/XXXX and XX/XX/XXXX of XXXX trying to get this critical error on their part corrected. Finally on XX/XX/XXXX I was put through to a lady named XXXX XXXX in the Loss Mitigation department. She was the first person who actually tried to help me. Apparently up until that point nothing had even been done to start an investigation for us. She called me back the next morning to assure me that they were working on figuring this whole mess out and suggested I call back in a couple days to check for updates. I continued calling every couple days to check for any progress and kept getting the runaround. Once I was told that the credit correction was in fact going to be done but it just takes time and they were not able to provide me with any kind of timeline. Once again I was told to be patient and wait. On Saturday, XX/XX/XXXX, we received a letter from US Bank stating that they would not be doing a credit correction and that they had found that their credit reporting had been accurate. The letter was dated XX/XX/XXXX, the same day XXXX XXXX had called me to assure me an investigation had been opened on our behalf. I immediately called US Bank to find out what was going on and was told the letter may have been sent in error and she didnt see any updates in our file. I called back the following XXXX which was XXXX XXXX and it is at that point I was informed that the letter was not sent in error and that was their conclusion. In addition to me asking about the paperwork every month while paying my mortgage on the phone with a US Bank representative, my husband also called a few times asking about it. Thank you so much for helping me. I hope we can get something done about this. It is really having a negative impact on our lives. With our credit scores as low as they are now, not only will we not be able to buy the house we are already in contract with, its going to be hard to even get into a decent rental until our credit is restored. My husband has actually had one of his credit cards cancelled because of this. According to US Bank, they sent the documents out XX/XX/XXXX. Im not sure how or why the different departments werent able to share information and let us know what was going on when we were continuously asking about something so important. It wasnt until it was too late that we were informed. I was told that the documents were due back XX/XX/XXXX. I was also told that it was officially denied and closed XX/XX/XXXX. I feel like there would be a signature requirement for such important refinance documents. There should be some way of tracking the documents that we never received. I am attaching screenshots from my XXXX XXXX account showing the damage their incorrect reporting caused and screenshots of phone calls made to US Bank from both mine and my husband 's phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33903
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
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: On XX/XX/XXXX at the beginning of the Covid19 global pandemic my spouse and I were offered forbearance from US Bank for our Vehicle Lease. We accepted the offer in the event myself and/our spouse lost our job, etc. After making our XX/XX/XXXX lease payment and the account being current our forbearance began for the following three months ( XXXX, XXXX and XXXX ). When the three month forbearance ended we were fortunate that neither one of us has lost our jobs and we saved the monthly lease payments and wanted to pay them back to bring the account 100 % current and not have to make all payments at the end of the loan. ****This is when the issues arose and US BANK became obviously not prepared or knowledgeable to handle such a situation. My wife called US bank in XXXX to being making auto draft payments with US BANK and requested to make a lump sum payment of three payments that we had forbearance on. US BANK stated they couldn't take a Lump sum payment and had to multiple individual payments, of which we did. US BANK also stated the Auto Draft system was not working and would need to call again to setup auto draft the following month ( XXXX ) to setup and start in XXXX. MY wife called in XXXX and again was advised the system wasn't allowing to do so and to call again in another month, so again my wife setup individual one time payments to keep account current. In XXXX my wife made another attempt to setup the auto draft with a US bank agent. The agent said the system was setup and would start XX/XX/XXXX. Move foreword two months to XX/XX/XXXX and we receive a DLQ notice form US BANK that our XXXX payment was never made. Qucikly may wife calls and makes multiple payments for the XX/XX/XXXX payment and the XX/XX/XXXX payment, made on XX/XX/XXXX. Prior to this US BANK had already reported our account 30 days DLQ to the Credit Bureaus, of which both my spouse and I have over 800 credit rating each and this took us down to the low, low 700s. I quickly call US BANK, wait on hold hours and speak with a rep, advising the US BANK auto draft system failed and US BANK reported me DLQ at no ones fault but US BANKS! The rep puts in a request on XX/XX/XXXX to have the credit dispute reviewed and fixed. 40 days later I receive a letter that US BANK on XX/XX/XXXX denied my request and said the credit was reporting correctly. I then call US BANK on XX/XX/XXXX, speaking to the 15 different agent on my 15 different call, explain again what had occurred. This Agent tells me this issues has occurred several times and many different clients of US Bank, and he wishes US BANK had never taking this on because they in no way are knowledgeable enough or know how to handle forbearance. The agent tells me he is going to change the account to show of the two payments i made on XX/XX/XXXX, one would reflect paid on XX/XX/XXXX and my account would never go DLQ, then then 3 days later would put the request to have credit fixed and email when he has done so. Now, its Friday XX/XX/XXXX, i have not heard back from this representative, my online account shows no change my payment history and my credit is no closer to being corrected after US BANKs lack of ability and urgency. I called US BANK again on XX/XX/XXXX and spoke with again another rep! She advised me what the agent on XX/XX/XXXX was trying todo is not possible and a credit dispute must be completed again!!! Additionally!! My wife attempted to setup auto draft again in XX/XX/XXXX, of which US BANK said it would not go into effect until XX/XX/XXXX, so therefore my wife setup another one time payment for XX/XX/XXXX. on XX/XX/XXXX two payments are withdrawn from our bank account by US BANK, almost making my bank account negative, this was due to the one time payment working and auto draft starting XXXX and NOT XXXX like we were told by US BANK. i called yet again another US BANK rep Monday evening XX/XX/XXXX and he tells me he has put request in to get fixed and return funds, this would take 2-3 days, 4 days later i still don't have the funds bank in my account. I speak with another US BANK rep on XX/XX/XXXX and she said nothing been put in place to fix this, but she can have the transaction reversed and a cashiers check mailed to me in weeks. I declined this offer and would do best to keep funds in account until next payment due in XX/XX/XXXX. To sum up the complaint, US BANK has ruined my spouse and I 's credit with false report because of awful auto draft system and untrained reps, depleted my bill pay account by drafting multiple payments from it and not returning the money in a timely manner. And after months of work bring the account current, making multiple payments, dozens of phone calls, I'm no closer to having my credit score and my spouses fixed. This issue is all on US BANK and the lack of concern, plus ability.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
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: TX
Zip: 794XX
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A