Date Received: 2020-12-16
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I called in on XX/XX/2020 and spoke to several customer service representatives that provided an unsatisfactory experience. I initially called in because I was notified of a conversation survey request from a dialogue on XX/XX/2020. I informed the first representative XXXX, that I did not make a call nor speak with anyone on the XXXX. She mentioned that there was a note on the account from the investigation team. She mentioned that I needed to upload my ID along with a selfie photo, calling the process the selfie verification. I had never heard of this, nor received a notification about this. She mentioned that this process was in the card holders service agreement, I asked where it was, and her responses were aloof. I asked for a supervisor, and she claimed that there werent any supervisors available. I called back and spoke with XXXX, I told her that my card was not working, and she mentioned that it was inactivated on XXXX XXXX, 2020. She mentioned that the offline department tried to reach me for verification. She proceeded to inform me about the selfie verification, I asked her if this process was in the card holder service agreement. Her response was that she did not know, and that it probably was. I informed her that I looked for such a process, and it was not there. Her immediate next move was transferring me to the fraud department. Then the call dropped and was never connected to the fraud department. I called back and spoke to a third representative, who I requested to make a formal complaint of the intentional vexation regarding my account. The representative, apologized, and asked if she could help. I asked for a copy of the complaint, she assured that she would take care of it. She proceeded to inform me about this Selfie verification process, that was needed by some backend department. I asked, why was it necessary, since I provided all requested documentation through the state. She mentioned that they have separate verification process, and my account was flagged because I changed my mailing address. Suddenly, the call was transferred to a survey line. I spoke with a supervisor XXXX XXXX XXXX, and she mentioned that my card was restricted, because it was flagged for fraud because I changed my mailing address. She mentioned that I can upload my ID to verifyusbank.com/ID. I typed in the address, and the page would not load, because it was an invalid IP address. She mentioned that I could fax over a copy of my Social Security Card with ID, so the restriction could be lifted. She hung up the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: US BANK CLOSED THEN REOPENED ACCOUNT Blocking me from online access. TO STEAL MONEY-THEY STOLE XXXX CHECK. THEY LIE STATING I PUT THROUGH XXXX {$150.00} LATE WHEN I HAVE US BANK LETTER STATING THEY RECEIVED DISPUTE UNDER 60 DAYS ALSO THEY STOLE {$170.00} FROM XXXX DISPUTE. ALSO US BANK NEVER CREDITED THE FOLLOWING : On XX/XX/3030 US Bank responded they have {$310.00} credit on XX/XX/XXXX, XXXX-US BANK IS LYING. Us bank keeps going in steal. They blocked me from viewing account online and never delivered statements. They keep reopening account without telling me to STEAL. TODAY, XX/XX/20 XXXX branch manager, XXXX XXXX, called Police after she gave me her business card and I requested letter stating the account was closed. They are stealing MY govt checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit reports. Im requested the verification of the inquiries and the method of verification. On XX/XX/2019, XXXX XXXX XXXX XXXX XXXX, on XX/XX/2019, US BANK DS NORTHEAST add a hard inquiries on my credit reports. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On or about XX/XX/2020, I entered into a debt settlement agreement with U.S. Bank. The written settlement agreement I received had an incorrect amount, and after I contacted U.S. Bank, the amount was eventually verbally corrected. I did not receive a new written settlement agreement. On XX/XX/2020, a U.S. Bank representative advised me that a new settlement agreement was mailed to me in XX/XX/2020, which I did not receive. On XX/XX/2020, a U.S. Bank representative advised me a new settlement agreement would be mailed to me, which I never received. Therefore, I can not send payments and close the account.
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: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: XX/XX/2020 I tried to activate the card. Unemployment insurance stated that US bank relia card froze the account and that I needed to deal with them. US bank stated that unemployment froze the card. I have been on hold all day between the two of them. Both have pointed fingers to the other source and then won't release the money to me. I spent five hours to speak to a live person at the unemployment department and three hours on the phone with US Bank relia card services and no one has a way for me to clear this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 977XX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a victim of check fraud amounting to {$10000.00} being stolen from my checking account. I submitted a claim to US Bank and they denied it stating that I failed to secure my checks. This claim is false and based on zero evidence of such neglect on my part. I resubmitted the claim to appeal their decision, stating that these checks were destroyed back in 2017. This second claim was also denied. Checks were created and cashed with XXXX in the memo, and a signature that does not resemble my signature whatsoever. 11 checks in total were forged, and completely depleted my checking account. Checks with dates and amounts are as follows : XXXX {$250.00} | XXXX {$49.00} | XXXX XXXX XXXX XXXX {$49.00} | XXXX {$250.00} | XXXX {$4000.00} | XXXX {$49.00} | XXXX {$250.00} | XXXX {$5000.00} | XXXX {$5000.00} ( This check bounced ) | XXXX {$49.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I received a call from XXXX complaining about not receiving a payment. I have automatic bill pay with US. Bank. Upon checking my status with the online banking the account was listed as paid. This has caused my credit score to drop. After paying off one of my credit cards to raise my score. I was told by US bank employee to delete the account and start all over. Which I did. But the results were still the same. Money didn't make it to XXXX and they tell me that US. Bank is sending the money to the wrong place. This is the type of stuff that makes problems for folks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Unemployment benefits are being frozen fraudulently by US Relia Card. I myself along with several thousands of other Americans have had our accounts frozen for no legit reason. Mine was locked after I made a claim after money was stolen off my card. And when I did the address change my card never arrived. But it was activated and someone did try to withdraw funds. When I called them about this they informed me that my card, the one that I never received was locked. And that I would need to send proof of ID and address in order to unlock my account. My account has a positive balance of over 700.00 that I have not been able to access in over a month. I sent in all fax 's as I was asked and each time I would have to wait in between for the system to so called update. But when I would call back I was told they never received it or it was unreadable. I have sent in fax 's 2 or 3 times. Each time something was preventing my account from being reactivated. This all started in XX/XX/XXXXwhen I saw the unauthorized transactions. I first sent copies of my ID on XX/XX/2020. I asked the CS rep before I faxed them anything that my ID was from Texas XX/XX/XXXXXXXX XXXX. Seeing as how that was the only ID I had at the time, I asked if that would be accepted. I was told that it would be accepted as proof of ID. So on XXXX XXXX XX/XX/XXXX I faxed them my ID. And as instructed I lightened the document and enlarged them as well. When I called US Relia Card back on or about 4 or 5 days later, to verify that they had received my fax they said they had received it and that my ID had been accepted but I still needed proof of address. I asked what were acceptable documents to do this and was told since I didn't receive any mail at the address like a bill or a govt.letter or document, that I would have to send in a copy of the home owners ID with the address on it and a letter stating I could receive mail there. I did this a few days later. And waited another four or so day then called back. I was told that the ID of the homeowner was unreadable. Now mind you the copy of the home owners ID that I faxed covered the entire 811 sheet of paper. So in no way could it not be read. So I asked for a supervisor and was told it wasn't the size which is what I had been told several times before I asked for a supervisor. But it was to dark. So I obliged and resent the fax of the homeowners ID. I lightened it by two shades and faxed it again about 3 days later. So then I had to wait for the so called system update then called back and asked if the fax was received. I was told it was but the fax was once again too dark I started questioning the CS rep cuz I had just gone through this. Then she switched it and said oh it says that the fax was fine but it wasn't a fax of my ID and that they needed my ID. Now by this time I am very angry. I asked the rep to give me a supervisor. I was then hung up on cuz I was yelling at the rep. So I called back and I asked for a supervisor immediately. I was placed on hold for 20 min. When I finally got thru I was told it was my ID that I had sent in over a month ago that was too dark. I knew at that moment that these people were lying to me. I had been told back in XXXX that my ID had been accepted. And had been in touch with these people for the last few weeks and if my ID was the problem then why wasn't I told that a month ago or any of the other times I had called in. So the so called supervisor told me to download this app that I could use my phone to fax my copy of my ID that was now 30 days later all of a sudden isn't able to be read. I also told her what kind of ID I had XX/XX/XXXXXX/XX/XXXX and she too said that was fine. She also let me change my address by also faxing a copy of a govt document that I had received at my previous address because at this time I have no idea who stole my card that was mailed out during the very beginning of all this. So I downloaded the app. I asked the " supervisor '' how would she kow I had sent it did I need to put her name on it she said no that she had the fax that were coming in, on que so she would be able to see when I faxed it. She also told me that once I did this that she would expedite me a new card and my account would be unlocked finally. So I did as I was asked amd called in 3 days later when no card arrived amd was told that my ID wasn't accepted from when I sent it on the XXXX of XXXX And that they didn't know anything about a fax that I was told to send in by a " supervisor ''. So I asked how is my ID all of a sudden 30 or so days later not accepted. But the reps at this place are either very stupid or they know exactly what's going on. She said that the ID I sent in with offender on it was not acceptable ID. But wait I thought my ID was not able to be read cuz it was too dark? Then how did she know it read offender at the bottom if it was too dark to be read? Which means that they had received my fax from the XXXX of XXXX from the app that the supervisor from a few days ago asked me to send. By then I was done. I hung up and haven't called back. I did ask what would happen if I couldn't prove my identity she said the account would eventually be closed. Which didn't make any sense. Also when I was told my ID wouldn't be accepted they also said that I needed to send in a letter from the person who I was receiving my mail from which I already had done and they said her copy of the ID I sent for the homeowner the lightened copy was still too dark. So in all it was three or four of the same excuses or lies they had told me before. So I did a lil digging and found out that thousands of people were going thru the same thing. will help us people are being thrown out of their homes cuz they can't pay their rent or they are having things repossessed like family vehicles. People 's children are going hungry some with no utilities all because of US Relia Card illegally freezing accounts for profit. Also I would like to add that someone from one of the sites I think XXXX came up with a way to get your ID verified through the bank without having to send fax through people who were obviously lying. We were directed to a site from the bank that has to verify your identity by uploading a copy. So I went to the site from my cellphone which is also the registered number on the account. Once I did that and it went to the site I was shown a message stating that the site was down for construction and would be back up in 30 min. So I went to the same site from another device and was given instant access to the webpage. I screenshot both. Needless to say the site never came from under construction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit reports. Im requested the verification of the inquiries and the method of verification. On XXXX. XXXX, 2019, MECHANICS BANK, on XXXX. XXXX, 2019, METROPOLITAN XXXX and on XXXX. XXXX, 2019, US BANK XXXX XXXX XXXX XXXX the report does not include information about this creditor ) add a hard inquiries on my credit reports. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55408
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: On or around XX/XX/2020, via XXXX, I received a debit card in my name from US Bank. I do not have an account with US Bank, nor have I ever inquired about opening an account with them. I tried calling an 800 number for US Bank that was provided in the accompanying paperwork but no one ever answered the phone call. I did some research online and apparently these cards are being sent out to people who may have had their identity stolen in the past and the fraudsters may be trying to collect unemployment insurance using these stolen identities and use the cards to obtain their ill-gotten gains.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A