Date Received: 2021-01-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2020 my bill for account US BANK Date opened XX/XX/2020 did not go through when it was on auto-bill. I reached out to the company and they said that they saw the payment try to come out of the bank but it was rejected. They never notified me of the rejection and gave me this late payment. I now can not get a mortgage because of this mark on my credit and the company will not help me with this unfair situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60193
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 with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Call to XXXX XX/XX/2020 XXXX est XXXX , Supervisor advised I need to call DNB and ask why theyre not reporting my account. She then advised me to write via snail mail to your internal Credit Bureau Disputes department and dispute why my account isnt being reported. XXXX, Call Center Manager, then advised much of the same. She went on further to state its my prerogative whether to take her advice or not. She spoke in a very condescending and matter of fact tone. She told me who her superior was ( XXXX, Team Manager ) explained and reaches him via text and email but would NOT be contacting him for my issue, and stated under no circumstances would he oblige a return call request from me. She stated she is the highest level of management that would help me and if I didnt like it I needed to write a snail mail letter. I reminded XXXX the majority of the world is working remotely like she is due to the catastrophic Covid pandemic and instructing me to mail a letter when she could simply contact her superior for additional information would further exacerbate my issue. To this, she replied snakily, OK I grew more frustrated and asked my account to be fully detailed about this interaction ( she said nothing ) Exhausted and feeling hopeless, I asserted I would contact the XXXX XXXX XXXX, the attorney general 's office, and the consumer protection bureau. XXXX wasnt phased she simply said OK. I then terminated the call. Emailed the following via XXXX and got no response. - XX/XX/2020 at XXXX XXXX XXXX XXXX XXXX VP - XX/XX/2020 at XXXX XXXX XXXX XXXX XXXX, Director of Strategic Partnerships - XX/XX/2020 at XXXX XXXX XXXX XXXX VP Relationship Management
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
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: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Have found a buyer for my loan. XXXX, my account with them XXXX. However US Bank will not let me sell my car to them because I am not purchasing a new car from them. US bank will not take the check from XXXX for full amount owed. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: The US Bank issued the Fidelity 2 % Cashback card in a " bait and switch '' scam. I opened an account 2 years ago, paying the full amount every month. In XXXX XXXX, I bought $ XXXX of e-gift cards for my family members with receipts and emails showing recipients are my family members. I paid the full credit amount as usual. They waited until I paid off my credit card and closed my account and not giving me any option to redeem my points which I have accumulated over the years, with XXXX dollars ' worth. I called XXXX and talked to an agent and then supervisor on XX/XX/XXXX XXXX PST. They refused to discuss the nature of any of the transactions and insisting that it is within their power to stop giving me a line of credit any time they seem fit and that they have the final say in this decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94086
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am refinancing my first mortgage on a secondary home. I have paid all closing fees and the fee they charge to refinance. I have tried over and over to get any type of response. Their complaint line is disconnected, I emailed the fraud center or copied them see below and no repsonse. I am paying over 1 % higher on my existing mortage with US Bank mortage. THey have no incentive to refinance.
All I need is a closing date and to get this behind me.
I expressed to them, see below, that I would submit a complaint to the CFPB because all channels to communicate with them have been ignored.
Please help. They should pay be the back interest they have been collecting for a half a year by ignoring me.
I have paid the {$1200.00} to lock in the rate XXXX XXXX XXXX XXXX cell Re : Re : Re : Re : XXXX, US BANK, XXXX XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX ( 5 days ago ) to XXXX, XXXX, Fraud, XXXX, XXXX, XXXX On Thu, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX : Can someone please contact me and provide a closing date for this month?
On Wed, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX wrote : Hi Mr. and Mrs. XXXX, I am forwarding to the sales and processing managers.
Thank you, XXXX XXXX XXXX Mortgage Retention Rep-NMLS # XXXX p. XXXX XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX XXXX ; Fraud Help Shared XXXX Cc : XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27615
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
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: I have disputed fraudulent charges with US Bank multiple times for the past several years. I have never disputed the validity of the credit card, only the charges on the credit card. Every response, they claim that the card is valid - which it is - and refuse to investigate the charges I have indicated which were fraudulent. Fraud is proven on multiple occurrences by the issuance of a new card with a new number. Each time I have requested copies of all my statements yet they continue to refuse to send me the requested statements. To attempt to satisfy the request, they sent some statements but did NOT send the statements I requested. In addition, US Bank has blocked my access to the account online and access to statements so that I am not able to review or continue to dispute individual fraudulent charges. Blocking access to my credit card purchase history is in strict violation of multiple federal statutes and regardless of complaints, US Bank still refuses to provide the requested statements or access to my account history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started the refinance process with US Bank back in XXXX of 2020. We have still not closed. Up front they promised certain fees would be waved due to my situation. They changed the response later on. I have asked for follow ups going on for 5 months. Part of the delay was because they don't understand Land Trusts verses Living Trusts. I had to hire a lawyer to explain it to them. Four weeks later, they required similar documents which the lawyer said was not applicable. I have tried to communicate with levels of management only to get the same run around. Meanwhile, I have extra fees I must pay plus 5 plus months of extra interest due to a rate that is 1.5 points higher that what I was trying to refinance against.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60515
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Us bank reliacard is holding my money. I have submitted a valid photo ID, both sides. A selfie as well. Met all requirements for identification verification! Yet I still have XXXX thousand+ dollars sitting on a card that they will not let me use for god knows what reason? This is complete XXXX we are in the middle of a pandemic and i have been out of work for months and months. Every bill i have is behind and last but very much so, not least! My child went to his grandma 's in XXXX XXXX XXXX, he's XXXX, and I have no way to get to him. Literally stuck away from my child because I cant use my card to buy a ticket or get gas to go to him there has to be an emergency procedure for times of national emergency procedure for during times like these. People are suffering. It shouldn't be too much to ask for access to my own money seriously something has to be able to be done about this and quicker than it is because americans are being held down by US companies when americans are already dealing with enough. Go ahead and ask them how many people can't use their money at this time because of the social security office and XXXX scheduling months out
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: I received a US Bank ReliaCard when I started receiving money for unemployment. Upon trying to withdrawal money from my card and being unable to, I contacted customer service. Customer service was nearly impossible to reach, either the automated system would randomly disconnect my call, or I would wait and extremely long period of time to speak with someone only for them to tell me they were ending the call due to the fact that they could not hear me well. After FINALLY being able to reach someone I was told my account was put on hold due to inactivity in XXXX of 2020, which I was not notified about. The woman on the phone told me that was because alerts were not turned on for me in their system. I was told I had to fax a copy of my ID and a service bill which had my correct name and address. Not having a fax machine available to me, I had to pay to fax my documents over, which were sent to the fax number given to me by the woman over the phone and the fax went through without issue on my end. I was told the hold would be lifted in 6 business days after the documents were sent over. A month later, after hearing nothing from the company, I still had no access to my money. I was told that there must have been visibility issues with my documents and I needed to send them again, which also has resulted in no change in my account and I am still unable to access my money. I have followed every request the company has made in order to release the hold on my account, all to no avail. I have made several attempts to reach the company, all in which I have failed to be able to speak with a person. I am very frustrated, as I should be able to make withdrawals of my own money whenever needed. It should not be a near impossible task to reach a person over the phone who can help me with this issue. After feeling like I had no where to turn, I filed a complaint through the better business bureau which the company responded telling me to again send over the verification documents. I do not feel comfortable sending anymore sensitive and personal documents over fax to a company I am not even able to research as it is a third party verification service that we have been giving no name for and were told that there is no way to contact them directly other than fax. I am sick of getting the run around and being told to resend these documents containing personal information that I have sent in twice now. Upon researching this issue, we have found that several others have gone through this exact same issue and have had to file complaints via the XX/XX/XXXX as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I had two US Bank Credit Cards ( CCs ) owned by both my husband ( now Ex ) and myself. These CCs were opened online by my Ex, and done without my consent. When I reviewed my credit bureau after separation, I contacted US Bank and inquired as to the debt of the 2 CCs. I was assured the application showed both of our social security # s, so I was also responsible for the debt. I, at that time advised the Customer Service Representative that these cards were opened without my permission. The rep advised me I should talk to their Fraud Department. After talking to the fraud area, they then advised me this was considered a domestic matter and there was nothing USBank could do. In XXXX of 2020, I found out the CCs had become delinquent. I contacted USBank and brought the accounts current, and with that requested the CCs be restricted to no further purchases or advances. The representative assured me at that time there was no further risk of any advances, it would take both me and my Exs permission to access the accounts again. On the XXXX of XX/XX/2020, I contact Customer Service at USBank and requested to payoff both CCs The card ending in XXXX was paid off with a payment of {$2200.00}, with a confirmation # of XXXX, and the card ending in XXXX was paid off in the amount of {$1200.00} with a confirmation # of XXXX. Letter of confirmations attached. I again was assured that due to the CCs being frozen there was no other recourse but to shut them down. And that was the final conversation the cards would be closed. ( Not sure of Date, but after XX/XX/2020 ) My Ex contacted USBank Customer Service and stated the payoffs made to the cards were done in error and he was requesting the funds be given back. The USBank Representative advised my Ex that she could only reimburse the smaller of the two CCs and would not be able to give the minimum payment that was due back, so the amount given was {$1100.00}. The funds were then deposited into my Exs USBank Savings account, ( this information verified by Collection Supervisor XXXX ). The funds were not even credited to the checking account the original funds had come from! I was told when I called and talked to XXXX in the collections area that the only reason this was able to be processed that way was because they were not giving back the full amount. The issues I have : The CCs were restricted, no further action unless there was a consent from both parties owning the accounts to un-restrict. Payoffs for both CCs specifically from my account ending in XXXX, on XX/XX/2020, and a request by me that the USBank Rep notate the file of who paid the CCs off, as my Ex was/is filing bankruptcy and I did not want the payments I made reversed to a chapter XXXX trustee. My Ex contacts USBank, and although the accounts were closed and paid in full, the rep reversed the payment from the closed account, essentially reopening and creating a balance. There never should have been a payment reversal as this account was closed and I made every effort to inform USBank the accounts were opened without my consent. I did not give permission to reopen this Credit Card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A