Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, US Bank contacted me to ask if I were interested in a forbearance plan for my HELOC. I contacted US Bank to ask about the forbearance plan for my HELOC account XXXX. I was told, that by entering into a forbearance plan, there would be no negative impact on my HELOC or on my credit score. I was told that interest would be deferred and a payment plan would be worked out at the end of the plan and that no other negative actions would occur. I agreed to do this, since I did not know if my income would be affected by COVID. On XX/XX/XXXX, I received a letter from US Bank confirming the forbearance plan for my HELOC. Fortunately, my income ended up being sufficient enough so that I could make my HELOC payments and I never did use the forbearance option. I have and continue to make payments of {$500.00} per month, p and i, even though my monthly minimum payment is only about {$100.00}, hoping by doing this that I am reducing my principal balance on the HELOC. In XX/XX/XXXX I received a letter from US Bank outlining that I had no obligation to make payments for the HELOC for 3 months ( XXXX, XXXX, XXXX XXXX. I called US Bank on XX/XX/XXXX and advised them that I was not going to use the forbearance plan any longer and that I could make payments. On XX/XX/XXXX, US Bank sent me a letter stating that my HELOC forbearance were extended for 3 more months ( XXXX, XXXX and XXXX, XXXX ). On XXXX XXXX, XXXX, I received another letter from US Bank stating my forbearance was extended for another 3 months ( XXXX XXXX XXXX XXXX XXXX. This was long after I advised them that I wanted to terminate the forbearance plan. I received a similar letter dated XX/XX/XXXX, again advising that my forbearance plan was extended through XX/XX/XXXX. On XX/XX/XXXX, US Bank sent me a letter advising me that I have " accepted '' an extension on my forbearance of my HELOC. ( This is AFTER I told them on XX/XX/XXXX, that I wanted to terminate the forbearance plan. ) In this letter, US Bank advised me that it had suspended my ability to request advances on my line. US BANK DID NOT ADVISE ME THAT IT HAD REDUCED MY AVAILABLE CREDIT ON THE HELOC TO {$0.00}. ) The letter said that I could not obtain funds via ATM, credit cards, debit cards, branch advances, telephone or electronic transfers, etc., effectively limiting my access to funds completely! I filled out a form called a " HELOC Reinstatement Request Review Form '', requesting that US Bank " reevaluate the HELOC for reinstatement of credit advance privileges ''. I sent this form to US Bank on XX/XX/XXXX. On XX/XX/XXXX and XXXX, XXXX, US Bank sent me two similar letters granting my request to terminate the forbearance program. The letters did not mention anything about NOT granting advance privileges on my HELOC. Since XX/XX/XXXX, I have made over 20 calls to US Bank and talked to their customer service, credit specialist, collections, forbearance, loss prevention, loan servicing, default counseling, and other departments. I have been put on hold for hours at a time, and transferred repeatedly from one department to another to try to ascertain why my available credit on the HELOC was still {$0.00}. In XXXX, I spoke with a customer service representative that said she would make sure my account was in an active status. On XX/XX/XXXX, I spoke with a credit specialist, XXXX, ( XXXX ) who said my credit availability was set to $ XXXX ( the original amount ), that my monthly payments were reallocated properly to principal and interest, and that I would have access checks and an access card sent to me. I received the access checks, but nothing else was changed on my account. On XX/XX/XXXX, I spoke to XXXX, credit specialist ( XXXX ) who said she would submit a form to reinstate my credit under the HELOC to $ XXXX, and that the account would be changed from " pay down '' to " open ''. She said this would take 2 hours before showing up on my online account to view. She said she would order an access card and that my checks were ok to use now. On XX/XX/XXXX, I used a HELOC access check to pay for a home improvement for shades for windows. I called US Bank and the vendor on XX/XX/XXXX, and was told the check had bounced, because there were no available funds in my HELOC account. Today, XX/XX/XXXX, I have spent over 5 hours on the phone to US Bank trying to get this straightened out. I still am unsuccessful and am constantly transferred from one department to another. The last person to whom I spoke was XXXX ( employee ID XXXX ) in the customer service dept ( XXXX ), today he advised me that he would look into my account and see if he can restore my credit line and would also reverse any fees for my bounced check. He said he would call me back in 5 days to confirm. I am not holding my breath. The customer service is terrible. The bank has illegally denied me credit without an approved reason through an approved HELOC, a violation of the Equal Credit Opportunity Act and Regulation B. Since I am also a XXXX XXXX, this may be a discriminatory action, and also would constitute and unfair and deceptive practice under the consumer protection laws. I want my available credit restored, and an access card to my HELOC provided to me. I want proof this has not affected my credit scores or my availability to credit. I also want US Bank to pay any fees associated with the bounced HELOC access check. And I want an apology and assurances that this type of nightmare will not happen to someone else. If necessary, I will take this to the local media. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Since XX/XX/2020 ... .I have made over 50 phone calls to US Bank and Reliacard , gotten lies and circles for 6 months. During that time over {$1500.00} in Unemployment fron Texas Workforce Commission has loaded bi-weekly onto this card account. Faxes from three employers and a coworker giving mailing address updates trying to receive this bank card had no results at any of 4 LOCAL XXXX ADDRESSES. On two occasions after frustrated 43 minute wait times, the Reliacard rep. claimed to be Overnighting it at a {$12.00} cost ( x2 ). As of today 5 adults yet wait to see this bank card arrive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I bought a new XXXX XXXX XXXX that was financed through US Bank. ( not my pick ). Per their records my loan was paid off on XXXX XXXX XXXX. Sometime around XXXX XXXX XXXX the bank closed my acct. and sent an electronic release of lien to the Az. DMV. The DMV said they never received the release and the bank doesn't follow up electronic correspondence. I spent the next 3 wks. calling their customer service people, never the same one, 2-3 and 4 X day to try to get them to send another electronic release to the DMV. I have never gotten an answer as to why they won't do it. I am trying to sell the car & had someone to buy it 7 wks. ago. I also can't talk to the people in charge of sending the releases ( reason unknown ). I have run out of people to talk to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: USBank Focus Card visa debit recieved my SS each month. On XXXX at XXXX multiple transaction went thru and I was notified via text alerts while I was at home. Contacted bank immediately and stopped my card and filed a dispute. Waited until The following Saturday 7 days later and I called the bank to inquire why I had not recieved the documents the stated were being mailed. Then I was provided a fax # which I then had them send documents via fax which I filled out and Faxed back. 13 days later I contacted bank again for status of my claim and was informed the case was closed as dispute team determined NO fraudulent charged occurred. USBank XXXX informed me she has no info WHY? And can not help us at all and apologized. I requested phone # to dispute dept and that could not be given to me. Currently XXXX was taken from my XXXX card that left me {$30.00} to my name. My hands are tied and told sorry. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Elan/VISA/USBANK continues to accept bills from XXXX XXXX XXXX even after refunding several previous identical monthly charges ( of {$48.00} ). They claim they are unable to simply block further transactions from XXXX and that I must instead cancel or change my cc number which places on me the unfair burden of having to contact the many other vendors with whom I have monthly automatic payments. Ref : letter from XXXX XXXX XXXX XXXX XXXX, ND XXXX dated XX/XX/2021 with CaseID XXXX. Footnote : The creditor, issuer and service provider of your credit card is Elan Financial Services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75287
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Approx, 2-3 weeks ago, I received a Visa Debit Card from U.S. Bank, congratulating me for this new ReliaCard. I did not activate it right away, as I was trying to figure out the reason for receiving it. On XX/XX/2021 I called the customer service number on the back of the card to Activate the card. It provided several prompts for this process. As I navigated through this process, it became clear I needed more clarification about this scard. I asked to speak to a live representative. It was here I was told this card was issued by the department of Labor, which included unemployment benefits.I am a retired XXXX. employee and have be retired for 22 years. I, at no time requested umemployment benefits.I spoke today with a representative of US Bank Realiacard and requested this card be canceled. The person I spoked to said it woud be canceled and I should receive a confirmation letter to that effect in aprox. 30 days. He also encouraged me to contact the Federal Trade Comission ato report I D Theft. I need to add I did not apply any funds to this card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Back in XXXX I was involved in a XXXX XXXX incident that resulted in my phone being stolen to prevent me from calling the police, after I was able to call the police and handle the situation with them I called all of my banks 1800 numbers from my sisters phone to make sure he hadnt taken any money out of my account due to him having my phone which gives him the capability to get into my accounts. After confirming no money had been taken out I tried to log onto my reliacard account but it wouldnt allow me to log in without sending a verification code to the phone that was stolen and I was on hold for almost an hour trying to contact reliacard cardholder services so I had no way of changing my log in for the time being, I checked my account again the next day and on the automated phone line it stated no money had been taken out still, about a week later i received my replacement phone from the insurance company and was able to log back into my reliacard account upon doing so I found out {$4000.00} had been transferred from my account into a unknown account in the days prior. I called cardholder services immediately to report it, after making my claim I was told to wait for a letter in the mail and if I were to respond to that letter by faxing or mailing a written statement of what happened that i would be eligible for a provisional credit as long as I faxed the necessary documents within their time frame. About 5 days later I received the letter and wrote out a incident statement and faxed it to the number given to me. A week after that I received a letter saying my dispute was denied and my case was closed. I called cardholder service again, the lady I spoke to was extremely helpful and after reviewing my information she said they had not received any of my faxes so she apologized on behalf of the company for the misunderstanding and reopened my case and had me resend them the documents. At this point I was getting tired of having to continuously explain my situation every time I called in and felt like I was having to tell more and more people about my XXXX XXXX situation that occurred and it was a sensitive subject I felt uncomfortable talking about. So after that I decided I was going to wait for them to contact me instead of me being the one to call for an update, I heard nothing back from anyone for over a month. So I called again and the lady I spoke with said she couldnt access my dispute and I needed to get transferred to their Tier 2 support, once transferred that lady said my dispute had just been reopened for review a few days prior to me calling so I needed to give it a week or so before I would have an update, another month goes by and I hear absolutely nothing, I call again, this time the lady says it seems like its still under review Im not sure where they are at in the process exactly though I asked her what the legal time frame is that banks have to resolve issues because my claim was already 3 almost 4 months old with no resolution or even communication on their end for that matter. She said she had no idea and that if I can give her a second she will put me on hold and find out, she gets back on the line and says it appears that legally we have 30 days to respond to disputes so Im not sure why this is still being reviewed because yeah I see here you made this claim back in XXXX so I ask when I should check back in and she says to give a a week or so. I wait a week or so and call in the lady says she cant review my dispute puts me on hold to transfer me to tier 2 comes back on the line and says tier 2 cant even help me now and that I need to speak with a supervisor but that it will take probably over an hour before Im able to get through to one and she asks if Id like to be transferred. I say yes and then I hung up on not transferred. I last made contact XX/XX/20 and have not been contacted since. Not sure what else I can do its been almost 6 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for COVID 19 relief with US Bank. I was able to make all my payments. AS of today they will not release my mortgage to current status and claim I owe them XXXX. I am current with my payments. I have spoken to 4 different employees and each state that have started the process to end my relief. This stated in XXXX and still ongoing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 661XX
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: On XX/XX/2021 I received a US Bank ReliaCard in the mail. It came with the correct last name, but misspelled first name. I never applied for an unemployment card seeing i am currently employed and have been for the last 7 years. I read that there was a scam out on these cards and I want to get to deactivated. Neither your customer service line or the company are taking calls. Every time I call I either get no response or it says it is outside of office hours, even though it is clearly not. At this point I just want it to be handle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I am writing today in regards to my account with Elan Fin Svc # XXXX. The reason for writing today is in regards to several late payments reporting on my credit report beginning in XX/XX/2020 through XX/XX/2020, due to Covid I was unable to make the payments. As soon as I was able to, I got my payments made and were caught up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A