Date Received: 2020-11-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I attempted to close my US Bank checking account. US Bank agreed and mailed me a check dated XX/XX/2020. On XX/XX/2020 some charges hit that account, my wife had used the debit card inadvertently. I am not sure why they were not declined. Following these transactions I received communication from US Bank stating that my account was overdrawn. Based on this communication I continued with my regular direct deposit into the account. The direct deposit was subsequently declined and sent back to payroll. US Bank said they declined because the account was in the process of being closed. I received another notice from US Bank dated XX/XX/2020 stating they were going to charge me a fee and Charge my account off and place me in collections. I called US Bank on XX/XX/2020 and spent two and a half hours on the phone, speaking to six different people and multiple departments including supervisors. I was informed by two different departments that I needed to mail in a check to bring the account current. So, that day I a certified letter with a check to US Bank at their request. USPS says US Bank received the check on XX/XX/2020. Today is XX/XX/2020 and I am back on the phone with US Bank because the check has not been placed in the account. Today they are telling me that they can not deposit because the account is in the process of being closed. US Bank would like me drive to my local US Bank to solve the problem. I have informed them that I do not have a local US Bank. The closest bank is two hours away. No resolution has been provided. Currently I have been on the phone with them today for over an hour and still trying to get a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On or about XX/XX/2020 I submitted vis my US Bank Relia card a Bill Pay in the amount of {$2000.00} ( XXXX XXXX dollars ). This payment was NOT received by payee. I did a phone inquiry to US Bank on or about XX/XX/2020 was told to wait 5-7 days and it would be back in my account. As of today it has not been returned. I called US Bank again spoke with XXXX who said he would tell his supervisor and it would be handled. He stated that he didn't see reference to my prior call. I am filing written complaint as their customer service lacks credibility an I don't think it will be handled. Also another concern, Thank God I didn't ( back when I received funds ) need to use them right away so there was over XXXX ( XXXX XXXX ) in my account when I received a NON Fraud overpayment notice ... .I needed to return XXXX & XXXX to department of labor & PAU ... .I thought I could just send bill pay to these agencies. However, after inquiring at US Bank..I was told NO ... .I had to withdraw maximum of XXXX daily and pay fees!!! until I get the needed funds ... they also have a cap on transfers and bill pay ... .If this is MY money ... how by law can I not withdraw and repay Govt??????? Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Here is a copy of parts of the email I sent US Bank. This loan did finally close but I believe there are potentially two RESPA violations. If I could request a few moments of your time, I will lay out the situation and what I see as violations. - This started XX/XX/2020. XXXX and I discussed 3.5 % with no points, I applied and received a closing disclosure. We decided to wait to see if rates got better. -On XX/XX/XXXX, we locked at 3.5 % and no points. I was told it could be a slow process. XX/XX/XXXX we got our appraisal. XXXX said we should close around XX/XX/XXXX. XXXX XX/XX/XXXX, I received more paperwork from USBank automated site. I thought this was just required to complete the loan. I now see that my credit was re-pulled at this point and I believe I was re-app 'd. This was never communicated to me. I thought I was getting close to closing as I had worked with XXXX 's assistant, XXXX to turn everything in within days of request. Why they had me re-app is still unclear to me and was certainly unclear to me then. - On XX/XX/XXXX, I asked XXXX where we were ( thinking I would be close to closing ) and this is the text I received : " Only that our rate is secured ( no worries there ) but the bank has made some changes to how we are dealing with refinances currently in our pipeline ( basically guaranteeing the rate promised ) but extending the closing out ( so we can continue to crush the purchase business ) since many lender still aren't able to do jumbo loans we are taking quite a bit of purchase deals and still closing them in 30 days or less ( Awesomeness ) but that comes at the expense of the refinances. '' - Additional months went by and I started bugging XXXX that this was taking an inordinate amount of time. I continued to supply XXXX with any info requested in a very timely manner. I started to get more agitated when a client I referred to XXXX months after I locked closed on his Jumbo refi and still not action on my loan. XXXX XX/XX/XXXX, I received the final CD and suddenly there were XXXX points charged for the 3.5 %. I wrote XXXX asking for an explanation. He said don't worry - he would take care of it. A day later I received a new CD with XXXX points. No call, no explanation. I wrote and called XXXX and said that was unacceptable. This delay was completely on US Bank and he had assured me my rate lock wouldn't change. He wrote the following : " Yeah I'd have to go back an see ( since its been some time for sure ) but i do know this is the best pricing we can do as I wrestled with managers ( yesterday as we needed this revision ). " He followed this up in a conversation where he said if I didn't like it I could cancel - he basically said take it or leave it. As you can imagine this was extremely upsetting and it was clear that he was trying to make more money off of me ( this is a $ XXXX loan so significant $ $ in points ). I was not willing to cancel the loan as rates had changed since I locked in XXXX. The next day I escalated this to his manager, XXXX XXXX. I only received one email from XXXX that said he would look into it and then XXXX wrote that the points were removed. No follow up, no explanation, no call from XXXX. - This loan still lingered. Multiple re-verifications and requests for more info that I again responded to within days. - Finally, on XX/XX/XXXX, XXXX 's assistance XXXX tells me we are clear to close and we must close by Friday or she will have to re-pull my credit and start again with all the XXXX questions. No advance warning for the Title company. Thankfully, I have a relationship with XXXX XXXX XXXX XXXX. They rushed payoff and numbers and were able to get it closed in a few days. I received texts basically implying that the Title company was to blame if we didn't close. Completely crazy as this had been going on since XXXX and they didn't communicate anything to Title. I am just thankful for the XXXX. Since I sent a slightly expanded version of this email, I have talked to XXXX XXXX, a manager higher up in US Bank. He said that while he hadn't done a complete review, it looks like some requests were sent to an unknown address so that could justify the change of circumstance and why I needed to re-app. He also expressed multiple times what a high producer XXXX was and everyone else was happy. I was so disappointed in that conversation that I believe that this needs to be looked at by a third party.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I have held a mortgage through US Bank on our primary residence since XXXX. We have always received paper monthly statements from US Bank. In XX/XX/XXXX, we refinance our mortgage through US Bank. Subsequent to the re-financing, we began to receive email notifications of our monthly statement, instead of a paper statement. I reached out to the person at US Bank who had organized our re-financing and he said that he would submit a request to switch to paper statement. Nothing changed. I called customer service to request a switch to a paper statement. This time, the email statements were turned off and no paper statements were sent. As such, since XX/XX/XXXX, we have received NO monthly statement whatsoever. I have made two additional phone calls to customer service and we are still not receiving any form of a monthly statement. It is super frustrating - but also makes me angry as if I miss a payment I'm sure they will be happy to assess us a fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 we called our original lender ( US Bank ) to inquiring about refinancing our mortgage. By XX/XX/XXXX we had provided all the information they requested. They sent disclosures, requested an application fee ( which we paid ) and ordered an appraisal which was done in XXXX. By XXXX we had not heard anything so I followed up with the loan officer, which I was told underwriting had a few questions on our information. They sent us the questions the next day and we responded like wise. A couple weeks later still no response so I followed up again. I was told we had to resubmit bank info and pull credit again as 60days had passed. We complied and waited. Again, after a few weeks, followed up and was told they were waiting on subordination to our equity line. It had a XXXX balance so should not have been an issue. On XX/XX/XXXX I reached out to them again and was told they had received the subordination but needed to pull credit and new bank statements again as 60 days had passed again. We were frustrated but we agreed. I was told closing should be in a couple of weeks. After several emails to the proscessor and loan officer being ignored, I called the 1-800 customer service number and explained I had a complaint and wanted to talk with supervisor. Originally they tried to send me back to the loan officer but I declined and insisted I get a member of management. On XX/XX/XXXX the processing supervisor called. Apologized and indicated I was waiting final approval, should happen the next day and would call to inform once formal approval was received. I never heard back from the supervisor ... her name was XXXX in Kentucky. A week and a half later I called customer service number and asked for another supervisor. This time I was given the supervisor of the loan officer ... XXXX XXXX. I called and left a message but my call was never returned by the supervisor. The loan officer did reach back out on XX/XX/XXXX to inform me it still had not been approved. Then, on XXXX XXXX, my husband sent an email indicating we wanted to either close asap with no origination fee being charged or give us our application fee back and waive any other charges ( like appraisal fee ) and we would take our business elsewhere. They did not respond to his request regarding waiving of fees but said underwriting just had a few more questions which ended up being the same questions we had addressed in XXXX. I pointed this out to them and even sent the email we had provided. I pointed out they had failed to communicate to us and respond in a timely manner and I was filing a complaint. We have great credit, and equity and expense ratios are not an issue so underwriting for this credit should be very easy. We are very frustrated by the extremely poor communication and 6 month lag in processing a strong credit request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: This is an Unemployment Benefit FRAUD claim XXXX XXXX/2020 I received a US Bank XXXX card from the Colorado Department of Labor . I am not a resident of Colorado. I am also employed and did NOT apply for this card. I have been trying to get intouch with the bank USBANK and there is no option for fraud to cancel the card. Voicemail options are limited and I didn't want to accidentally authorize the card. Frustrating, honeslty, that you can't speak to a person and then VM hangs up on you. I don't know how filing this complaint is going to help me turn this card off. The CFPB has given me phone numbers to call to investigate identity theft. I am doing all of that next.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I've attempted numerous times over the past almost 2 months to get my card mailed to me with my money on it ... I've been giving excuses and different stories of why they cant send it. Everytime I call, I get a different story.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Hello, and thank you for your help in advance. I sent a complaint XX/XX/2020 to you regarding fraudulent activity on my US Bank Reliacard. You replied to my complaint and let me know that US Bank is working on this issue as of XX/XX/2020. I still have not heard from them. ( Complaint ID XXXX ). I have a new issue to report. They finally released the {$4400.00} that was on my new card to me on Friday XX/XX/2020. This was Unemployment money that was building up on the card while it was on hold, pending Identity Verification. I was advised by Reliacard to take the money off the card as soon as possible, due to the high level of fraud on these cards. I immediately went to the ATM, withdrew {$500.00}. Then, went to my bank, had the bank employee transfer {$1000.00} to my checking account ( Daily Limit of {$1000.00} per transfer ). This brought the balance down to {$2.00}, XXXX. Plan to do this daily until all the money was transferred. On Sunday, I went to the ATM, to try and withdraw additional money. Checked the balance first, and noticed there was {$2000.00} missing, again. I tried to withdraw money, " Amount entered will exceed the daily limit ''. I immediately called US BankReliacard. I spoke to a Supervisor, XXXX. They will again send me fraud paperwork. She, for the first time ever, asked me for my email address. The email she had on my account was XXXX or XXXX. She didn't save it, too late to verify exactly. So, the name attached to this fraud is again XXXX XXXX, she lives in XXXX. We also have a phone number and home address, as well as her last 5 or 6 addresses. I am continuing to investigate this on my own. Today,, I went to my bank, and they transferred {$900.00} from my card to my personal bank account. There is actually {$1.00} on the card as of right now. Additionally, I have never been able to open an online account with US Bank. Apparently, this person I mentioned earlier had an account all along, using my information with her email address. I provided my email address to the Supervisor yesterday. She was stunned, and admitted to me that this is apparently how these 3 fraudulent transactions occurred. The daily limit to withdraw funds by computer is {$2000.00}. Thank you again for helping me. I have contacted the police, and will again file a police report. I am waiting for a call back from them. This fraudulent transfer of funds was at XXXX XXXX on Saturday, XX/XX/2020. It was done by computer. This information was given to me by the Supervisor at Reliacard. Sincerely, XXXX XXXX XXXX Sincerely, So, now she has stolen {$6000.00}. I am on my last week of unemployment, actively looking for work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: XX/XX/2020 I received an unsolicited USBank ReliaCard ( VISA debit card ) in the mail with a welcome message asking me to activate this new card. I am not unemployed and did not apply for any unemployment benefits. I tried to call USBank twice today ( XXXX20 ) but I could not get through to anyone without first activating the card which I will not do. Nor will I give them my SS number in order to speak with someone. Someone may have fraudulently applied for unemployment benefits using my identity. I don't know of any other way to resolve this issue than to start with the bank that is issuing this debit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49423
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: XX/XX/2020 Account locked for identity verification Sent in ID Card and XXXX XX/XX/2020 Still locked, asked for social security card. faxed social security card XX/XX/2020 Still locked faxed social security card id and XXXX both sides I have verified my identity and I can not get my account unlocked I need my unemployment money to pay rent and am very worried I will be homeless because of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97202
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A