Date Received: 2021-01-04
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX at XXXX a new US Bank Gold Checking Account was opened online in my name. I did not open this account. I was notified by email from US Bank about this account being opened. The account was opened and {$25.00} was deposited from XXXX XXXX. It appeared that my profile was also changed. My email address was changed to use XXXX and my address was changed to my old address. I called US Bank at XXXX that same day. I was routed to the Fraud Liaison department. They put a Hard Hold on the checking account. Later in a subsequent call my online access was XXXX. I have had difficulty getting further information about what happened. I'm attributing that to the fact that it was a holiday weekend. Today, XX/XX/XXXX, I put a lock on my XXXX account and freezes on my XXXX and XXXX accounts. I spoke with Fraud Liaison again today. All steps to switch account numbers, etc. were started. The case number with the Fraud Department at US Bank is # XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55105
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I, XXXX XXXX visited XXXX XXXX XXXX XXXX in XXXX Ohio for the purpose of getting a hair extension procedure. This procedure cost {$940.00}. The extensions I received were supposed to last 9 to 12 months. Within a week there were major issues with this procedure. The merchant refused to fix the problem without additional funds. I then had to go to another salon ( XXXX XXXX in XXXX, OH ) and pay an additional {$800.00} to repair the damage that the other salon had done. Please see attached complaint that I filed with US Bank Reliacard, Aka. Reliafraud. I called to file this complaint on XX/XX/20 with Reliacard after numerous fruitless attempts to resolve this matter with the merchant. They then sent me forms to sign and return so they could supposedly investigate. Their investigation has run well past the allotted time per Federal guidelines, and I still have no answer or resolution to this matter. Additionally, they failed to credit my account with the disputed amount of funds as their Terms and Conditions stipulates. I have called numerous times, only to be put on hold for hours. Three of those times when I finally did reach someone, I got hung up on while being transferred. No one will give me an answer to this complaint either way. Their inability to process this complaint has caused me extreme financial hardship as well as mental anguish and anxiety. Please investigate this dispute and provide me with a written statement of the outcome. I can be reached at XXXX or ( XXXX XXXX XXXX. Thank you for your time and attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45429
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
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: On XX/XX/XXXX, I picked up a package from my local XXXX which was supposed to contain 4 items. When I got home and opened the package, it only contained one package. I contacted the company ( XXXX ) that day via social media and was directed to email them, which I did, also that night. The responses provided were rude, and unhelpful to my situation as they provided me no path forward. I had requested either a refund for the items not sent or that they provide me with those items. On XX/XX/XXXX I filed a dispute via phone with US Bank for the 3 items I did not receive totaling approximately {$200.00} ( I gave the exact amount over the phone but don't have it on me anymore ). I was told they would work with the company and get back to me. The following week, I received a letter dated XX/XX/XXXX which stated " No further action is required from you at this time. '' On or about XX/XX/XXXX, I received a letter from US Bank dated XX/XX/XXXX stating that I had not provided the required additional information to proceed with the dispute, and they were cancelling the dispute. On XX/XX/XXXX, I called US Bank and spoke to " XXXX '' to understand why the dispute had been resolved when I had been told no further information was necessary. He stated that a letter had been sent which hadn't been responded to, but that he could re-open the case. He also mentioned that the original person to log my dispute did not categorize/track it very appropriately. I did not realize he failed to credit back the disputed amount, which caused my auto-payment to pay the full balance, including the disputed amount on XX/XX/XXXX. On or about XX/XX/XXXX, I received a letter from US Bank dated XX/XX/XXXX and signed by a XXXX XXXX It stated that they could not " support your claim of returning merchandise to the merchant ''. My claim had nothing to do with returning merchandise to the merchant. I have tried to call the direct number listed for XXXX XXXX on at least 3 separate occassions since receiving the letter, and they have all gone straight to voicemail with an outdated message about being OOTO in XXXX. On XX/XX/XXXX, I received a letter from US Bank dated XX/XX/XXXX requesting additional information to process my dispute with a deadline to provide that information of XX/XX/XXXX. Even under ideal circumstances ( when the USPS isn't backed up due to holiday volumes and COVID delays ), a two week turnaround would be extremely tight and no other contact was made to let me know this request was coming. Obviously in this situation, I didn't even receive the letter for over a month, which was well past their self-imposed deadline.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
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: On XX/XX/XXXX, I paid US BANK {$3600.00} to pay off my auto loan as I had a buyer. I NEEDED the lien release sent to the DMV ASAP and considering its and electronic title, the dmv would receive it instantly. I then called on Monday XXXX XX/XX/XXXX to ask if they received it and XXXX had said itll get processed tonight. I then called on Tuesday the XXXX and spoke to XXXX who I was on the phone with for 56 minutes. He advised it takes 7 days to clear that payment since its an ACH. He then said make a wire transfer of that amount ( {$3700.00} ) and itll get processed in 1-2 hours. He would give a call back at XXXX XXXX on XX/XX/XXXX. I called in again on XX/XX/XXXX and spoke to XXXX. This was the most incompetent person to work at a bank who would not help, would not transfer it to a manager and told me wire transfers take 30 days to clear. Called in again the same day and spoke to XXXX who said the wire department do not have a number. I later received a call from XXXX which I submitted a call back online and she gave me the wire departments number. The same day I spoke to XXXX who had no idea what he was talking about, XXXX who informed me he cant write and email but if I wanted to speak to a manager he cant write an email, XXXX who was absolutely rude and hung up the phone on purpose. I called the corporate number and spoke to XXXX who said To speak to the escalation team you need to call the customer service number. Then hung up the phone so I called him back and made sure he knew he didnt know how to talk to customers. On Thursday the XXXX XXXX I spoke to XXXX who promised me a manager XXXX XXXX XXXX would call me back the same day before XXXX EST. Never received a call. Called again, spoke to collect who said she would send the call to a manager. Manager ( randoff ) did not pick up. On Monday XX/XX/XXXX I spoke to XXXX who said your Lien will get released today. IT. NEVER. DID. So not only did I make two full payoffs on this vehicle. I never received the title, never got through to a manager, never was informed correctly, was told to wire transfer money to them. This is the most disgusting service I have received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On XX/XX/2021 I received a Reliacard Debit card, supposedly from US Bank. To my knowledge I do not have an account with US Bank and I did not request the card that I received. I initially tried calling The Cardholder Services number that came with the card, but I could not get connected to a real person to discuss the issue, and could not get passed the computer interface without entering my account which I do not have, or other personal information, which I did not feel comfortable giving them. I then called the customer service number for US Bank that was on the FACTs sheet that came with the card. After waiting for 20 to 25 minutes I was connected with one of US Banks Customer Service Representatives. The customer service rep told me that US Bank just makes the card and puts their name on it, but other then that they have nothing to do with the Reliacard. The offered to connect me with the Reliacard Customer Service and transferred me to another line. The new line rang about 12 times and then the line went dead. Since I didn't want to wait another 20 to 25 minutes to talk to another US Bank representative I decided to try and contact Reliacard through their web site at www.usbankreliacard.com. On the web site they had On-Line Chat so I started a chat and told them the issue, they then forwarded me to another site to file a complaint. This site required me to enter personal information, that again I did not feel comfortable doing and I had to pay a dollar, that was supposedly refundable. I left that site and contacted you to file a complaint. My concern is that by sending me a card that I did not request pits me at risk of identity theft and would like them to never send me a card that I do not request. I am also very concerned with US Bank, they seem to allow their name to be put on the card, but take no responsibility for any issues associated with the card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Received unsolicited debit card from US Bank. Identity theft?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43420
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: US Bank sent me a card with a {$40000.00} limit that I did not apply for. When I called they would not tell me who opened the account, when or anything, The only thing they would do was close the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80132
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I got visa card sent that I didn't apply for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 434XX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I purchased A KROGER REWARDS PREPAID VISA DEBIT CARD AND I CAN NOT USE THE FUNDS I PURCHASED.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I received a USBank reliacard in the mail on XXXX-2020 or XXXX-2020. I did not request this card. After talking to the local USbank, they said it was an unemployment debit card. I did not file for unemployment or ask for this card. I'm worried it has been opened by someone wanting to use my information to collect unemployment benefits. I want this card shut down, but USBank says they can not do that???? Please advise, Thank You XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A