Date Received: 2020-12-28
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have over XXXX XXXX on my account and I have faxed in my info to get a id protection removed and it was never removed and all I get from The company is wait.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Beginig of XX/XX/XXXX I contacted my bank, US BANK about a fraudulent electronic withdrawal for {$470.00} presented as a reprinted check with no signature from me nor drawn from my account as I don't use checks. The instrument was obviously suspect and improper. However the bank honored it and transferred the funds to the unknown party. I immediately notified the fraud department and was told to lock the account but keep open for the return of the funds by credit within ten days as well as my several direct deposits. I opened a new account as advised and initiatived direct deposit changes which the Social Securityb Admin advised would not be effective instill XX/XX/XXXX. I called three times to check the status of the credit with the bank and was told twice that it was in process, the third time I was told that no credit would be given because this was a " check '' fraud. And th a after 45 days the investigation would then refund the money. We have gone far beyond 45 days with no resolution. However on XXXX XX/XX/XXXX I received a letter from the bank advising me that if I did not close the account in 30 days then I would forfeit the refund of my stolen money. 39 days is not sufficient time to transfer my deposits. The bank told me to keep it open. I have complied with their rules and requirements yet they have collided to steal my money and refuse to honor their obligation to defend depositors accounts. This is an outrage XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63304
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I continue to have extreme difficulty communicating with US Bank regarding 2 unexplained amounts on my mortgage account. After a 3 month forbearance, I resumed making my complete monthly payments on XX/XX/2020. There is now one amount of {$1800.00} and another of {$2700.00} listed on my mortgage account. the {$1800.00} says " other fees '' listed under the PAYMENT AMOUNT DUE section and the {$2700.00} is described as " SECOND ''. I have called countless times, in general, regarding this forbearance thing and it has been a horrible experience. The majority of the time, the representative has given me incorrect information or no information at all. My last phone call was on XX/XX/2020, I spoke with XXXX, who did explain a little about why the process to return my account to normal has been excruciating long, but she was not able to explain the amount in question. She told me that her supervisor, XXXX, also did not know. She did confirm that during the forbearance, there will be absolutely no fees or penalties and she said someone would call me back about it. US Bank has yet to contact me regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90247
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a problem with being charged a {$40.00} late fee when making a payment on the due date, but 90 minutess past the cut off. I sent an email to US Bank on XXXX XXXX requesting a late fee refund and received a reply on XXXX XXXX refusing a refund. My complaint is partly that the fee is excessive at {$40.00} but also unfair in that the payment was made on the due date technically. The receipt I recieved for the payment says it was received on the due date. In another place it notes the time cutoff. I had a late fee the month prior which was waived. My complaint is also that they are making no concessions for COVID. A concession could be a waiver of late fees and not fighting it to this degree. My second complaint is that they are not willing to negotiate so that I can close this account and be placed on a long-term payoff plan with XXXX or very low interest as most of my other credit cards are doing. My family has 3 XXXX XXXX XXXX and 2 XXXX XXXX cards that have been placed on payoff plans like this and those banks made the process to enroll fairly easy. The first time I contacted US Bank to request payment assistance program, I was told that I needed to talk to the Hardship Department. The next time I called which was on XXXX XXXX and asked to speak to the Hardship Dept, I was told that I would not qualify for any kind of Hardship program until I was 2-3 months late. My objection is that the bank is forcing me to choose to damage by credit that I work very hard to build up with NO late pays by letting it go late, then when it does go late by 90 minutes on the due date, they charge a {$40.00} charge. Recently, a button has appeard on the US Bank home page that says " learn about our payment programs. That link takes me to a page where I can select payment programs which takes me to this message : Unfortunately, you are not eligible for any payment assistance offers at this time. We appreciate your business and would invite you to contact us at XXXX. A service representative would be happy to answer any questions you may have. I have talked to a representative twice and they tell me there are no options for me. The reason I was 90 minutes late making a payment was because it was hard to decide whether to let my account go over 30 days late so that MAYBE US Bank would offer me some kind of payment assistance, and ultimately I decided I was not comfortable with not making my payment on time. The attached XX/XX/XXXX statement shows both a payment made by me for {$600.00} and a {$40.00} late fee on XXXX XXXX. I have also attached the payment confirmation message I received online that confirms date and time of payment which was XXXX XXXX at XXXX CT and notes that payments made after XXXX CT will be " processed '' the next day, but does not say that the payment is considered " late '' and a fee will be charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been a with US BANK customer since XXXX and during that time, I have enjoyed my experience greatly. I am writing to see if you would be willing to make a " goodwill '' adjustment to your reporting to the three credit agencies. I have late payment on the above referenced account XXXX XX/XX/XXXX ). Since that time I have been an exceptional customer paying every month on time. Because of my exceptional payment history over the last years, I would like you to consider removing the negative payments from my credit report. At the time of the late payment, I was in the process of changing jobs. I say that not to justify why the payments were late, but rather to show that the late payments are not a good indicator of my actual credit worthiness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97301
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been trying to reach the branch manager for a week.I opened up a account XX/XX/XXXX online.The XXXX branch refuses to give me access to my account until i produce a social security card and utility bill.I currently don't possess a social security card.It is a delay in processing social security cards it takes months to arrive due to the pandemic.I offered commercial drivers driver 's license, I offered avalible proof from the social security administration.I offered credit cards, i offered photo copy of my social security card.i offered mortgage statement i offered property tax receipts, i offered real estate broker license, i offered vehicle registration, i offered homeowners insurance bill.Proof of address???? Only a utility bill nothing else??? A gross tenancy is when the landlord pays the utility bills and the tenant only pays rent.So if am under a gross tenancy i cant get my money out the bank?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60409
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Close to XXXX XXXX was taken from me from someone having my personal information and using a bank account to receive unemployment benefits from beginning of XXXX to late XXXX I have contacted this bank stated that I did not do those transactions and dont even live at the address the bank account was opened under its in totally different city and zip code as well as the transactions only being atm withdrawals no other transactions I think its ridiculous I have made dispute form sent it to the bank and I have even sent them a police report stating the incident with the best information to my knowledge either the bank doesnt believe me or they are just trying to play me like a fool and not doing their job as a bank to thoroughly investigate before giving a no error status I have been dealing with this since XX/XX/XXXX and no one seems to want to give my money back even though it says my money is FDIC insured up to XXXX but they cant see that someone used my identity to get money that wasnt for them and had access to the bank account as if they were me. I have been able to recover access and get back into account and use card normally but thats after a few weeks of calling back and forth to get a response I dont believe the bank is fully investigating and they are just assuming what they see is correct but do they not understand this is a pandemic and everyone is trying to get money these days including stealing peoples info and getting things that they were not supposed to get similar to my situation. I desperately need this dispute to be resolved I have a family and bills and so much stuff to handle I cant keep dealing with this stress making it harder not knowing if Im gon na get my money back or not
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75180
Submitted Via: Web
Date Sent: 2020-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-25
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: This is a new complaint against U.S. Bank, as well as a follow-up complaint to U.S. Banks XX/XX/2020 response to my initial complaint against U.S. Bank. In U.S. Banks XX/XX/2020 response to my initial complaint, the representative states, The account was transferred to our Recovery Department where it was placed with an agency by the name of XXXX XXXX for collections ; however, the account is now being handled directly by U.S. Bank. On XX/XX/2020, after receiving U.S. Banks XX/XX/2020 response to my initial complaint, I contacted U.S. Bank and informed a U.S. Bank representative that I had made a settlement agreement with XXXX XXXX. The U.S. Bank representative informed me that U.S. Banks XX/XX/2020 letter in response to my complaint that states the account is now being handled directly by U.S. Bank is incorrect and that the account is currently with XXXX XXXX. My payment to XXXX XXXX is due XX/XX/2020. I received XXXX XXXX written settlement agreement today, XX/XX/2020, after contacting U.S. Bank and speaking to a U.S. Bank representative on XX/XX/2020, and would have been able to secure the funds to send payment to XXXX XXXX by XX/XX/2020, but now I can not do so because I do not know who has the account because of U.S. Banks contradictory verbal and written statements. I contacted XXXX XXXX on XX/XX/2020 to advise them of the problems U.S. Bank is currently causing, and I was able to only leave a recorded message. I contacted U.S. Bank several times again on XX/XX/2020 to request a written letter confirming that XXXX XXXX has the account and not U.S. Bank, and no one answered the phone. Once again, U.S. Bank is causing problems getting this account settled and closed. U.S. Bank continues to provide inaccurate and contradictory information, and can not be trusted. The following are my responses to U.S. Banks XX/XX/2020 response to my initial complaint. U.S. Banks letter dated XX/XX/2020, in response to my complaint, states, The responsibility of making timely payments per the terms of the settlement agreement that were discussed with you ... remains with the account owner. It was U.S. Banks responsibility to provide a written accurate settlement agreement, which it did not. It was U.S. Banks responsibility to provide a written amended accurate settlement agreement, which it did not. It is absurd for U.S. Bank to expect any settlement payment without providing a written accurate settlement agreement. U.S. Bank should have provided me with a written accurate settlement agreement, but they did not. I was told by U.S. Bank representatives that U.S. Bank is unable to regenerate written settlement agreements. Now, after I filed a complaint against U.S. Bank, suddenly U.S. Bank is able to provide a written settlement agreement. Interestingly, the XX/XX/2020 written settlement agreement U.S. Bank provided on XX/XX/2020 in response my complaint is incomplete and contains page 1 of 3 only. In U.S. Banks XX/XX/2020 response to my complaint, the U.S. Bank representative stated, On XX/XX/XXXX, you requested an extension of the settlement as you were unable to pay and wanted a new start date of XX/XX/XXXX. XXXX Bank wanted the entire settlement amount paid by XX/XX/XXXX, in one months time, still without having provided a written accurate settlement agreement, and I informed them I could not pay the full amount in XXXX month at that time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04005
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: So I get unemployment on the ( Reliacard ) US Bank, on XX/XX/XXXX find out through a declined purchase these XXXX turned off my card and are refusing me my money because I updated my address on the unemployment website, not even theyre website. Its a secure and gor so angry I hung up. website.I called US Bank on XX/XX/XXXX I called back was told to send a picture of my drivers license and a selfie XX/XX/XXXX over the website verifyusbank.com/Id if I remember correctly and it will take 24 to 48 hours. Not once so us bank contact me to inform me they locked my card and to date my card is still locked. They will not return the money to unemployment and they wont let me have it. Ive asked for supervisor on XX/XX/XXXX and was hung up on. On XX/XX/XXXX I asked for the representatives employee id number and again was hung up on. Us Bank has made no effort to inform me of of any thing actions theyve taken on my account just are keeping my money.I had to call and ask why I cant access my unemployment deposits. On XX/XX/XXXX I spoke with unemployment and two supervisors there who state my account should not be locked. So I went into the bank on XX/XX/XXXX and was told US Bank does not have control of the card but thats a lie because they froze my card. On XX/XX/XXXX I again called as we are way passed 48 hours and they will not contact me re : I.d . Issues nor have they released my funds. And the representatives do not have any info they say. So who os accountable. Us bank denies accountability yet are the ones stealing my money. Visa isnt and refers me to US Bank as does unemployment. The bank is anything but transparent and Im still broke and XXXX in the cold on XXXX so greedy bankers can go on nice vacations and exploit me when Im most vulnerable. I read an article in the XXXX Colorado XXXX County news stating XXXX XXXX XXXX has been inundated with fraud complaints exactly like mine since XX/XX/XXXX!!!!!!!!! Its very close to my story. I have {$230.00} I can not touch because of this fraud by US Bank. They locked my card access for updating my address on the unemployment secure account website. Ive never in my life had a bank block me from my money because I updated my address as I am legally bound to do and its a mailing address on another site. Here is the article below. Unemployed chef says her U.S. Bank ReliaCard was frozen due to fraud concerns, funds not available Attempts to verify her identity were unsuccessful items. [ 0 ] XXXX By : XXXX XXXX Posted at XXXX XXXX, XX/XX/XXXX and last updated XXXX XXXX, XX/XX/XXXX Editor 's note : XXXX seeks out audience tips and feedback to help people in need, resolve problems and hold the powerful accountable. If you know of a community need our call center could address, or have a story idea for our investigative team to pursue, please email us at XXXX or call ( XXXX ) XXXX. Find more XXXX stories here. XXXX -- The XXXX XXXX inbox has been flooded for months with messages from viewers who believe they are a victim of fraud involving unemployment claims and the U.S. Bank ReliaCards being used to distribute those funds. Contact XXXX previously reported on a fraud scheme that is plaguing the Pandemic Unemployment Assistance ( PUA ) program. People often find out they've been victimized when they received a U.S. Bank ReliaCard in the mail, even though they never filed an unemployment claim. Now, it seems like an attempt to crack down on fraud is preventing unemployed Coloradans from accessing their unemployment benefits. Contact XXXX has received several tips from viewers who say their cards have been frozen leaving them unable to access the funds. " I went to use the card and it was declined. I called the number on the back of the card and the woman told me there had been a block or a restriction placed on my card because of the amount of fraud thats been going on, '' said XXXX XXXX. XXXX has worked as a XXXX for most of her life and has been laid off twice this year. The first time she filed for unemployment was back in the spring, and she used a U.S. Bank ReliaCard to receive those benefits. XXXX said it worked great, so she was planning to use the card again when she filed for unemployment in late XXXX. " So I reopened my account for the unemployment and thats when all of the issues started to happen with this card, '' said XXXX. After her card was declined, she was able to reach several customer service representatives at U.S. Bank ReliaCard who told her how to verify her identity. XXXX has made several attempts at proving it is in fact her and that she is unemployed but nothing has worked. She has been trying to reactivate the card and access her funds for nearly three weeks now. XXXX said she was instructed to submit a photo of her driver 's license and a selfie. She's submitted the information multiple times, including a copy of her passport and Social Security card in case anyone had doubts about her identity. " When I called to sort of check the status of whats going on, they cant really give me any information on why the hold on my card hasnt been released, '' said XXXX. " They said they couldnt verify my identity, which is kind of weird. '' Contact XXXX has reached out to U.S. Bank ReliaCard and the Colorado Department of Labor and Employment to see if they can sort out this issue out for XXXX. Until the problem is resolved, there is more than {$400.00} on her card that she is unable to access. " It is very stressful and its just frustrating because no one that Ive been able to get a hold of on the phone can give me any answers, '' said XXXX. If you have received a U.S. Bank ReliaCard but did not apply for unemployment benefits, officials are advising you to destroy that card and file a report on the ReliaCard website. You should also notify the state unemployment agency that paid the benefits of potential fraud and take precautions to mitigate identity theft. Here 's the link where you can report potential fraud in Colorado. Obviously this article is scattered but its real. I need that money. Thats why they approved me for it. Why is this still happening!!!!!!!! I know theyre stealing federal funds from claimants and its evil. On XX/XX/XXXX I XXXX XXXX XXXX who owns Visa and I called XXXX thebank listed on the card who transferred me back to US Bank where I kept getting hung up on. I made a pointless complaint to the Federal Trade Commission Yet despite complying with their ridiculous verification process, I still can not access my money. Not once have they contacted me about this. I contacted them when I asked for a supervisor and the operators. id number I was hung up on twice. I get up, read the news and imagine my dismay when I see an article about us bank stealing unemployment checks since XX/XX/XXXX freezing/locking accounts under the guise of security. And thats just XXXX. Imagine how much money theyre stealing in the USA daily. Theyre stealing from the federal government and its citizens and its ok?!?! When I stole I went to XXXX and paid restitution. Why shouldnt they? XXXX XXXX XXXX states they have been swarmed with fraud complaints re : Reliacard and US Bank since XX/XX/XXXX!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Us Bank Reliacard for PA PUA unemployment has on numerous occasions frozen my card without proper notification as well as emptied my account for XXXX on XX/XX/XXXX and supposedly sent a check for that amount, which I never authorized or requested to begin with, and I never got that check. They froze my card without notifying me from XXXX until XXXX so I could not access my funds which PUA PA Unemployment was adding my weekly benefits to every week. However USBank Reliacard would not let me access those funds. They told me I had to send in verification that I was indeed XXXX XXXX which I did numerous times. Then when they finally unfroze my card with in a week they then took all my money out of the account and put it in above referenced check that I never received that was on XX/XX/XXXX and they have still not fixed the issue or reimbursed me the money. Then yesterday 2 days before XXXX they once again froze my card without notification when I finally did get ahold of a representative they said I needed to once again verify my identity. They have caused me to get evicted from my home, gave me no type of reimbursement for money they stole out of my account. Now I once again can not access my money and they still have not sent me my XXXX that been missing since XXXX. I have not been able to pay my bills buy groceries get basic necessities all during a pandemic. They should be ashamed of the way they conduct business and should be shut down. They steal from vulnerable good people and do nothing to correct it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A