Date Received: 2021-02-12
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I called US BANK VISA on XX/XX/XXXX to inquire on getting a refund for airline tickets purchased on XX/XX/XXXX through a travel company for {$2700.00}. Due to Covid 19, I had to cancel our trip scheduled for XX/XX/XXXX. I called the travel company on XX/XX/XXXX to cancel the tickets and was told I had to call XXXX directly to cancel. I did and XXXX only gave me a partial credit. The travel company retained {$1200.00} of my purchase and said I had to use it for future travel. I called the travel company on XX/XX/XXXX and got a recording saying they are permanently closed due to Covid 19. I called US Bank the same day and reported that information. US Bank credited my account {$2700.00} and then charged it back on my card saying they didn't get my paper response. I did complete and mail in the paperwork requested and this was validated by other persons in cardmember services. I spoke with many people at US Bank cardmember services and I was given different information each time I called. I filed a complaint with the MN. Attorney General 's office. US Bank responded to their inquiry and much of US Banks response is not accurate. US Bank also said the 60 day TILA rule applies. I had asked US Bank how did I get a full refund on another purchase I had to cancel due to Covid and I did not file a claim on that purchase for 120 days after purchase. They could not give me an answer. My last call to US Bank on this matter was on XX/XX/XXXX and I was told that if I could determine when the travel company went out of business and if it was within 120 days of XX/XX/XXXX they may look at my claim again. I can't determine when the travel company went out of business. US bank has not been forthright with their explanations to me. I believe I'm due a credit on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Relationship started in XX/XX/XXXX when I was offered a " teaser rate '' of 0 % until XX/XX/XXXX as their " teaser term ''. I transferred {$5300.00} plus a transfer fee of {$150.00}, In XX/XX/XXXX, my statement was never received but despite that I continued to pay at least {$300.00} far beyond the minimum required payment as I was intending to payoff entire amount by XX/XX/XXXX. Since then monthly statements came as well but never on time and exceptionally worst in XX/XX/XXXX. They then started to charge fees and adjusted the interest rate to 28.99 % which I was constantly calling to correct. Frankly, this account has been so poorly handled by this company. As a matter of fact, in XX/XX/XXXX, I was sent an incorrect statement with incorrect balances not intended for me. After all this wrangling, going back and forth and wasting my time, I decided to close my account after paying in full principal amount of {$2900.00}, plus some fee for {$82.00} To date, this company continues to charge me fees and counting. As of XX/XX/XXXX, they reported {$250.00}. They always claimed non-receipt of timely payments. With all this pandemic and inefficient mailing system, it is certainly not my fault!! I am also attaching several letters I sent to them
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I am a decade+ customer of US Bank . I have a checking, savings and business account with US bank. Us Bank has incessantly advertised its XXXX app on my banking accounts. It has suggested I use it for bills, transferring money and more. I see it in my login screen and as a suggestion in my mobile app. Tonight, an artist we've done business with multiple times, asked us to send our payment of {$200.00} to him through XXXX. Believing the product must be reputable, the payment was sent. After sending, our friend asked us to send a screenshot. I found this odd, as we've done business several times. So I asked him to call me and when he refused, I found that his XXXX account was hacked. Within literal minutes of sending the payment, I called US Bank. They said XXXX is not their app, its a 3rd party and there was nothing they could do. I asked if they could NOT send the funds, because the funds WERE NOT SENT. They said no. I called XXXX, it had no options for fraud, for support and the system hung up on me twice. I called US Bank back and explained that we should have the ability to mitigate our losses, that US bank advertised this app in a way that made it seem like it was a part of their services and an app owned by them. They stated they had to ability to stop the funds, that are STILL SITTING IN A PENDING STATUS, from being drafted from my account. US bank has no stop payment No cancellation No communication with XXXX No CONTROL is provided to me, the customer defrauded by the app it touted. Now that I've been informed XXXX isn't part of US bank, I am aware that I may not be afforded the same protections that I would if it was part of the bank, such as FRAUD protection. This is extremely misleading. They should not be pushing an app that they can not offer protection when using. ESPECIALLY during an age where we are so vulnerable to cyber crime. I dont ' know what the CFPB can do, but this definitely deserves attention and investigation. US Bank should not be legally allowed to advertise the use of an app it has ZERO control over or protection it offers with it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2021-02-11
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: I refinanced my HELOC from U.S Bank, and after it closed, they updated my payment history of it and state there was a missing payment. U.S Bank states that I missed a payment in XX/XX/XXXX and even though the account never went past 30 days, I was paying a month behind all these months up until closing the account in XX/XX/XXXX. Problem is, that I actually called in XXXX and asked why I was getting a late payment fee every month, and the banker did NOT state I was paying for the prior month every time. I went ahead and paid the total that the APPLICATION told me was due at the time and she simply WAIVED the late fees of the previous months and I assumed she corrected whatever was causing those late fees. If I would have been told I was behind one payment then, I would have done a double payment to make it current. To top it off, their app NEVER stated any " past due balance '', and since XXXX, I was making my payment assuming it was covering THE CURRENT month. Now after closing the HELOC, this MISSED PAYMENT has affected my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit report when purchasing a vehicle, that is when I realized I am a victim of identity theft. I filed a report with the F.T.C and my local police department. I send all documents to the C.R.A and XXXX XXXX XXXX, US Bank, and XXXX XXXX. The Account Opened is XXXX XXXX XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$640.00}. The Account Opened is US Bank Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$2300.00}. The Account Opened is XXXX XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$6200.00}. I have never opened an account with them, I am a victim of identity theft and I need this resolved and removed from my name and credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have a Pennsylvania pua relia card from us bank. It has been locked since XX/XX/2020. Ive called customers service about 18 times and they say they cant help me and there is nothing I can do to speed it along. Ive also sent ID and selfie to there ID web page about 8 times and the card is still locked. I now have almost 4000.00 on there and haven t been able to use any of it for 2 months. This is the only income I have because I cant work because of covid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: This complaint is being submitted with regard to a {$100.00} XXXX Gift Card I purchased from the XXXX Grocery Store located at XXXX XXXX XXXX XXXX, XXXX, VA XXXX on XX/XX/2020. I purchased a couple of Gift Cards in XXXX to be used as XXXX gifts when I was receiving extra stimulus benefits. The gift card was given to my granddaughter as her XXXX gift, but she was unable to use or activate it. I consequently retrieved the card from her and contacted XXXX USA in an effort to resolve this issue. After my call to XXXX USA I was directed to submit a fax along with a copy of both sides of the XXXX gift card, a copy of the XXXX Sales Receipt and my contact information. I threw away the original cash register receipt, but I checked my bank account and I was later able to determine that I made the purchase on XX/XX/XXXX, and with the help of my XXXX Plus Shoppers Card the XXXX Corporate Bookkeeping Office provided me with a copy of the Receipt Details statement for my entire purchase on that date. In my effort to resolve this issue I made multiple follow-up phone calls and submitted/faxed the requested information and documents THREE times as requested/required. In my follow-up phone calls I was told that I had to CONTINUE submitting/faxing the SAME information once again. The first time that I called I was told that I needed to submit a copy of a government ID, but I was later told that I only needed to submit " contact information '' which I did. ( I overheard the phone agent confer with someone about that specific directive. ). When I called to follow up on the matter I was first told that I needed to submit a government ID ; later I was told that they did not receive the info. I submitted the info a third time and I was told that the ID/license was too dark and I also needed the original receipt. I am not able to provide the original receipt, but I provided them with proof of purchase information that I obtained from the XXXX XXXX XXXX based on my debit card purchase and my XXXX Plus Shoppers Card. I also asked if I could submit the required information via email, because I do not have a fax machine and I was told that I could not. Please note that when calling XXXX USA a voice recording indicates that their phone calls are recorded. I make note of this as proof/evidence of my effort ( s ), in the hope that this can support my complaint. I shared with the XXXX USA staff that I was concerned that I was getting the run around as part of their effort to discourage me from following up on my claim, because this is a common practice with some businesses, and this is also why I am submitting this complaint. Your efforts toward resolving this issue are greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told by the lender 2 years ago that my MIP would be terminated when my equity reached 20 percent. The equity in my house is well over 20 percent but they have not terminated my MIP coverage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Lost or stolen check
Subissue:
Consumer Complaint: US BANK closed my account unexpectedly without any notice or heads up. I had about {$52000.00} in my savings and checking account with them. The manager XXXX handled everything unprofessionally he lied about the account closing saying it was the back office of US BANK when indeed it was him. I asked him how will I get my money back he said he sent out a cashiers check to me. After 2-3 weeks waiting for a cashiers check that shouldve been over night mail. I contacted XXXX at US BANK asking him where the checks are and why its taking so long. According to him since he had the tracking number he said they havent been mailed out yet and still at the post office. I then asked for him to cancel those checks and i can come by the branch he said that wasnt possible. It was 2 checks that where supposed to get sent to me via USPS and signed for. I have cameras all over my house and can assure you that not one single person from the post office brought me anything all year let alone that week to sign for checks. My checks either never got sent to me and got cashed by someone else at the branch or they got delivered or stolen from a different address. Cause the checks got cashed at a XXXX XXXX. I dont bank with XXXX and had identity theft involving chase last year which i can provide a police report and FTC reports to show proof. Another week goes by and i still dont have my money. I called XXXX back and he said he needs to get an OK from higher management to see when he can reissue me my checks. After a couple hours he called back and all of a sudden says how the checks where cashed and try asking me if i forgot i cashed 2 checks around {$52000.00} like Id forget something like that. Pretty much he was accusing me for cashing Checks. He then had me come to the branch to file some fraud forms that he didnt help me with and let me know what has to be filled out which delayed the process even more. After another month of miscommunication my forms and fraud case where approved by US BANK fraud department. They finally found out where my checks where cashed and sent 3 letters to that bank demanding the funds back so i can finally get my money back. But the process has been taking way too long and i really need those funds. Its been 6 months already and i still havent seen a dime from my money yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We fell XXXX behind in XXXX XXXXdue to family emergency and loss wages then applied for a midigation which took XXXX for a determination at which they wouldn't take payment during this time.in XXXX they set a repayment plan for XXXX at {$1800.00} a month I was affected by XXXX in XXXX and couldn't pay the {$1800.00} XXXX XXXX and was denied a directed to get on tge forbarance program which is still in affect.However I got word thru a freind that my home was up for auction and when I contact the Mortgage company US Bank home mortgage in XXXX I learned there's a extra {$19000.00} on my loan that has no clear understandable explanation which has brought my principal balance up to $ XXXXI need help resolving this matter and saving my home that I've owned XXXX and don't wan na loose.I currently owe {$6000.00} but is afraid paying it won't save my home due to the extra {$19000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49441
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A