Date Received: 2021-01-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I used XXXX XXXX to submit an ACH pull from US bank in early XXXX in the amount of {$1000.00}. The money was withdrawn from US Bank on XXXX. On XXXX, XXXX suspended all my external accounts and told me they were keeping the money ( 5 transfers of over {$8000.00} ) until I could prove I owned the external accounts. I did, and I was then advised I needed to file a dispute with each individual external bank to get the money returned and XXXX could not help me. I filed all complaints and all money has been returned except US Bank. US bank asked me to complete a complaint form and fax that back. I did. I contacted them about a dozen times and today, they told me the complaint was resolved but were not sure why the money had not been returned. I was transferred 7, yes 7 times between the SAME TWO DEPARTMENTS over the course of 75 minutes, most of which I spend on hold for each transfer. I asked for a supervisor in the fraud department on the second to last transfer who initiated another transfer back to personal banking. I asked to be connected to the personal banking supervisor and was told they had my info and were ready to answer and assist. I was transferred to their voicemail and have not received a call back. Every time I call, I spend around a half hour on hold and then get transferred. I've already invested 15 hours of my time trying to correct their mistake. I don't have any more time. I need help or I will have to file lawsuits so I can talk to someone face to face in my hometown courthouse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48195
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Hello, Below is an email that I had written to MasterCard on XX/XX/XXXX to resolve my problem of not being able to use a MasterCard gift card as I found out it had {$0.00} balance when using it for the very first time. I was later referred to the consumer support team, who had not been able to resolve this issue. I will attach related emails and attachments for your reference. Their last resort is always to blame the US Bank and escalate the issue to the US Bank, but in all cases ( including in the very last email attachment XXXX XXXX XXXX Mastercard Gift Card ( 3 ) ), I have not heard back from the US Bank, which is why I am writing to the Consumer Financial Protection Bureau ( CFPB ) as I have lost hope in the entire system and you are my last resort. I would like to prevent this type of traumatic experience happening to other consumers, and would appreciate your support to help and inform the public of such scam-like traps in purchasing/using gift cards like these. I have excluded personal/account information from the below as instructed, but include them in the attachments. In the attachments you will find : Message to MasterCard Executive Response email : Original email letter to the MasterCard Executive that explains this issue ( see the text below as well ). XXXX XXXX XXXX Mastercard Gift Card ( 1-3 ) email : Emails going back and forth with the customer support team. Pictures of the MasterCard gift card both front and back. Please see the email below : XXXX and MasterCard Executive Response Unit, I would like to bring your attention to my struggle I am having regarding the MasterCard gift card. I am losing trust in the MasterCard gift card, and now feel as if I had been ripped off by spending {$100.00} plus a purchase fee to buy the gift card. In summary, I bought a MasterCard gift card for my mother and I to use before its stated expiration date in XX/XX/XXXX, but was shocked to find that the card had XXXX balance on XX/XX/XXXX after opening the packaging for the very first time. In the end, we had been taken away the {$100.00} gift card that we had bought and can not get it back. It feels like we have gotten {$100.00} stolen from us, and even paid a purchase fee for it. The details are below : In XXXX, we had bought a {$100.00} MasterCard gift card that is set to expire in XX/XX/XXXX. Please see the attached card and its packaging. As the expiration date on the packaging says XX/XX/XXXX, I had saved the whole package to be able to use later before the expiration. As the expiration date is approaching, we decided to use the MasterCard gift card. The package was unopened for the past years since the purchase date, and we had saved and kept the card in our safe, and so it was definitely not used by anyone else as we even had the gift card in its protection packaging unopened until the very first day on XX/XX/XXXX when we tried to open and use it for the first time. On XX/XX/XXXX, we opened the outside packaging of the card for the very first time, but was not able to use it in store. To find out why this was so, we registered the card online at XXXX. When I registered the card, I was stunned to see that the gift card balance was {$0.00} as it was the very first day we ever opened the gift card packaging and had never used it before. While I was aware that in the fine print on it says that the an inactivity fee of {$2.00} per month after 12 consecutive months of inactivity, except where prohibited by state law. I had interpreted that the 12 consecutive months of inactivity to mean from the date of first using the card balance hence the first date of use and not the date that the card was bought. This is very tricky to me, especially for a gift card, as it is not necessarily that the card will be given within a year or even a few years to the gift receiver, and so I had interpreted that the inactivity to start from the first date that the receiver started to use the gift card, as long as it is within the stated expiration date on the card. Additionally, if this is the case, it is very misleading to write down an expiration date on the front of the card ( as XX/XX/XXXX in this case ) that is past the true expiration date. I have called your customer service multiple times since XX/XX/XXXX, but have still not been able to resolve this issue. When I talked to your customer service representatives, they keep blaming the bank, which I am assuming is the U.S. Bank National Association, for taking the transaction fees, and yet, they would not get me in touch directly with the bank and just kept telling me the bank will call you to see if your request to solve this issue will be resolved. The U.S. Bank National Association has not called me. Additionally, while the bank might be the ones executing the transaction, the MasterCard name is on the gift card and I believe having the association does entail responsibility for MasterCard to fulfill their customers satisfaction. Thus, I had put my trust and money into what I thought was a reputable MasterCard gift card that I had worked so hard to pay for. I would not be writing this letter if someone told me from the beginning that I would be losing the transaction fee every month if not used for 12 months since the purchase date instead of the first date of use. No staff really cared or took responsibility when trying to resolve this issue. I would very much appreciate it if you could fix this problem and give me the {$100.00} as I had purchased. Otherwise, I will stop my relationship with MasterCard because I do not have any more trust in this financial service company anymore since I had been deceived. It may just be {$100.00} to you that you would like to blame an external bank about, but to me, losing {$100.00} plus the purchase fee is very painful as my family and I had worked so hard for this. I will have to warn those around me about avoiding buying gift cards from MasterCard for their consumer protection safety. Ive entered the workforce for a very good finance job after completing my XXXX program, and need a reliable credit card and financial service company more than ever in the near future ; To me, I would like to have a dependable and trustworthy company that I am proud of and will be loyal to. Please do not deceive those who trust in your company to buy and share a gift card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21218
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: U.S. Bank Mastercard offered a cell phone 'theft ' insurance if my cell phone bills are set to 'Auto Pay '. I filed a theft claim on XX/XX/2020 online and uploaded all required documents, received an email acknowledging the claim ( XXXX ) and it said they will contact me within 7 business days if additional information is needed. It has been 0ver 7 business days and I have not received any correspondence from them. I called and asked to give status, the representative said they are waiting for the documents from me. I told her all documents were uploaded when claim was filed on XX/XX/2020 and asked if documents were needed, why didn't they send any email and ask for it. The representative initially said that an email was sent to me asking for documents but, when I argued with her, she stepped back and said they will send email sometimes this month. There is a pattern of this behavior and I had the exact same issue back in XXXX/XX/XX/2020 on another claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received a US Bank Reliacard for which I did not apply on XX/XX/XXXX XXXX.They have cancelled the card at my request. I have placed fraud alerts on my credit reports and frozen my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44313
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Dear Sir/Madam XX/XX/2020, I applied for a Car loan with US BANK through their website for around ( {$55000.00} ). After two days, I checked my loan status through their website ; the position was pending. On the third day, I rechecked and still pending. On the fourth day, I made a call at XXXX, and someone told me that too early, please wait for next week. After waiting for a week, I made a callback at XXXX, and some told me to call your branch at XXXX XXXX. I called US Bank at XXXX, and the branch manager XXXX XXXX XXXX said to me that at this moment, he was not sure what is going on with your loan, and I will give you a call today about the situation. After two days waited, I made a callback to US Bank Branch at XXXX XXXX, and the lady XXXX XXXX XXXX told me that my loan declined because the amount too high for my credit score. At this moment, the loan approves for {$50000.00} with an interest rate of 3.9 percent 72 months, 3.76 percent 60 months, and 3.6 percent with direct payment. I asked XXXX what I should do? Because this is my first time to loan with a direct bank. XXXX told me to get a contract from the dealer and bring it here ( nothing about how the loan work ). After one and a half weeks, I got a contract from XXXX XXXX for the car for {$49000.00} On Monday, XX/XX/2020, I brought the contract to the US Bank, and I met with XXXX. He told me that he couldn't find my loan application, and I told him that I applied, and the branch manager ( XXXX XXXX knows it. He called XXXX, and XXXX and XXXX were looking into the system. Finally, they both couldn't find it, and XXXX suggested to replied the loan application, and XXXX explained that the Loan is base on the value of the VIN. XXXX checks my car VIN #, and the deal only {$37000.00}. I said to XXXX, why you never called me back, and why you were never explaining how to apply for the car loan. Also, why your co-worker XXXX XXXX XXXX told me, " just got the contract from the dealer and brought it here, and we will take care of the rest, XXXX XXXX couldn't answer my question ). Since I must deal with my problem, I told XXXX to reply to my loan application and get {$44000.00}. He told me I tried. On XX/XX/2020, I got the answer from XXXX the loan was approved, only the car 's value {$37000.00}, I must deal with the remaining balance XXXX {$7000.00} XXXX. I appreciate your valuable time to review my problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
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 leased a new XXXX XXXX XXXX for 42 months on XX/XX/XXXX and it was financed at the dealership by US Bank. My lease was due to expire on XX/XX/XXXX so in XX/XX/XXXX I reached out to US Bank to purchase the vehicle. I executed documents to finance the purchase directly with US Bank. The loan was approved and my monthly payments began on XX/XX/XXXX. The payments have been deducted monthly since that date. Since the purchase of my lease in XX/XX/XXXX, US Bank has not delivered to me the vehicles title, an authorization letter for DMV, and a check to pay the sales tax that they collected. These are the items that I need to transfer ownership to myself and register the vehicle in my name. As a result, I have not been able to drive my vehicle since the registration expired at the end of XX/XX/XXXX. US Bank states that they mailed me the title, document, and check on XX/XX/XXXX, but I never received them. I inquired to US Bank about obtaining a duplicate title, letter, and check. A representative from US Bank told me that they would obtain a replacement title from NJ DMV and send everything to me again but it will take 60 days. After 60 days I reached out to US Bank again to check on the status of the title replacement. I called every few days since the end of XXXX to try and find an answer. I always spend a lot of time on hold, I am never able to speak with the same person, I am constantly transferred and disconnected. About a week ago a US Bank representative said they would send the documents to me by overnight mail. I never received anything. Finally, on XX/XX/XXXX I was told by another US Bank representative that replacing the title was now my responsibility. I needed to mail them a {$95.00} title replacement fee and wait for another 60 days while they secured a copy from NJ DMV. At this point, I really dont trust US Bank because they never keep their commitments. In the meantime, I am making loan and insurance payments on a vehicle that I can not register or drive. I mailed the check on XX/XX/XXXX and US Bank confirmed that received the check on XX/XX/XXXX. After the holidays, on XX/XX/XXXX I called NJ DMV and asked if they had received a request to process a duplicate title on behalf of US Bank. I was told immediately that they see nothing in their system for my VIN number and that they are backed up with precessing requests from XXXX. I need your assistance to have US Bank deliver a replacement title, authorization letter and necessary documents so I can register and drive the vehicle that I purchased.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: My father and I each get a random phone call from from a local phone number ( XXXX ) XXXX. My father answers his phone and the person on the other end says he's trying to contact me. He gives my father a call back number, ( XXXX ) XXXX. I call the number. The man who picks up says his name is XXXX XXXX, but he doesn't have a debt collector ID number. He says I owe a {$310.00} debt with U.S. Bank from the year 2010. He mentioned possible litigation if I don't resolve the issue immediately. He also had my name, date of birth, and last four digits of my social security number. I feel as though it was a fraudulent attempt to try and steal money from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I received a call from my local office US Bank XXXX In-store office to determine if I was interested in refinancing my home and after speaking with my husband we said yes. On or about XX/XX/XXXX, I completed the loan application with XXXX XXXX. I provided the bank with two years worth of statement financial documents that they request. In XXXX they requested more and XXXX they kept requesting more financial statements, loan statements. The only excuses for the alleged delays on the conditional approval was the volume of loans being processed and the Bank not having enough man power to get through the work load. They further contacted me in XXXX asking me for more mortgage statements, which left me speechless and beyond words. I had been going to the to fax documents requested just about every month since the inception of the application. I escalated my concerns and on XX/XX/XXXX, I was contacted by XXXX XXXX, US Bank District Sales Manager, and she apologized for the delays and in the manner my application had been handled. I asked if my loan was going to be denied or approved and she indicated it looked like they were moving forward with the loan approval it needed final approval. Ms. XXXX assured me she would follow up on my loan. I never received a call nor any further communications from US Bank since XX/XX/XXXX. Ms. XXXX also expressed concerns how some borrowers were lying on their applications that they were making payments when they weren't. She even requested for me to open up my credit again so they could run it again and I did. I offered to provide current income statements from my husband as he is XXXX XXXX XXXX and in current climate is an essential worker to the economy and continues to be employed. I don't understand the lending practices but being in banking for 33 years I never saw a client being mislead so much and not given a clear answer prior to the insulting letter received XX/XX/XXXX, seven months later advising of a denial due to unable to verify credit references and unable to verify income. This is ridiculous and insulting as we had submitted so many different Balance Sheet and Income Statement, Federal Taxes, if they wanted actual wage earning statements I could have provided that documentation. however ; they shut off any communication with me by not calling me nor emailing me this request after my conversation with Ms. XXXX. The Bank is highly concerned about the economic climate yet they are red taping this situation, wasted months, took {$390.00} for the application, and lowered my Credit score as they ran it twice placing red flags on me. US Bank 's lending practices are out of compliance with federal regulations and need to be reviewed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 917XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/29 Requested fund from bank closed account. As of XXXX fund have still not been processed out of account and I have no access to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53223
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was the victim of an identity theft. My bank, US Bank, suggested I shut down all of my accounts to protect myself, I had a forbearance due to tied up funds due to this. US Bank has completely messed up all my accounts. When setting up new accounts, they opened them without the proper info ( including the info of the perp ), in transferring my existing accounts to new numbers they put it down as a request for new credit on my report. Even though I did not have access to my online accounts or their numbers from XXXX to the end of XXXX and they did, they reported one of my cards as late. They have asked me to resolve the forbearance and have banks they service for calling me and saying I don't pay, even though I am. They continually call me to set up a solution, even though I have done it like 10 times via phone. I have tons of dates, names, etc. Its been the worst experience of my life. None of my other banks had these issues. They still have yet to take off inquiries from the perp, who now has a XXXX for his XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A