Date Received: 2020-11-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Last XX/XX/XXXX, The Home Equity Loan that I took out with US Bank, contacted me to tell me that in one year, my draw period would be over, and that the terms of payment would change. I was advised to call the bank to discuss options. I called and spoke with someone by the name of XXXX. I believe her last name was XXXX, but I could be wrong. I asked her what my monthly payment was going to be, once the new terms were in place. She told me she would have to do some research and get back to me. Two days later she called back, and advised me that my payment would be somewhere around $ XXXX month. At that time, that amount was feasible for me, so I opted to not refinance or take out a different type of loan. XX/XX/XXXX, My loan terms change, and my payment goes up to $ XXXX month. We are in the middle of a pandemic, XXXX XXXX a XXXX XXXX is on hold, I'm on unemployment. So, not only can I NOT afford the new payment without serious hardship financially, but due to the situation, I am no longer in the position to be able to refinance or get a new type of loan. I have discussed this with US Bank, they are refusing to do anything to help me. What if anything can I do, in this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60634
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: This is related to a complaint filed against XXXX ( XXXX ) I have an account with XXXX as well as US Bank. On XX/XX/2020 I logged in to XXXX online and submitted an inter-institute-transfer to transfer a large sum ( 90 % of my all of my balance with US Bank ) from my linked US Bank to my XXXX account. On XX/XX/2020, that sum was deducted from my US Bank account and I was left with a small amount ( 10 % ) in that bank account. Not worrying much, as I thought the funds will be in XXXX account the next day or so. But till today, XX/XX/2020, funds never arrived in my XXXX account. I filed numerous complaints with US Bank and XXXX. Both blaming each other. But XXXX 's final analysis is US Bank erroneously sent funds to XXXX XXXX XXXX, instead of sending to XXXX. So all US Bank needs to do is demand XXXX XXXX XXXX to return those funds as I have no account with XXXX XXXX XXXX. So Area Director of XXXX got on phone with me to get help from US Bank, but the US Bank branch staff refused, stating that they can not help, call customer service. When we called US Bank customer service, they had no clue what number to give us. Area Director of XXXX spent pretty much all day to connect to someone at US Bank with no luck and so did I. And after 45 days I am without funds, without any direction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94404
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX amt XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX unauthorized transaction never got .my credit it was XXXX dollars of my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70560
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Elan Financial Services closed my account and called me a XXXX and said they dont have to send me my Secured Cash deposit back to me and further stated that were going to ruin your credit, a XXXX XXXX make customer service representative expressed this kind XXXX doing our exchange on the phone. Man Ive never let a man or woman take anything from me, period, the courtroom is where Im in charge. Nobody is in charge of me, calling on you the Consumer Financial Protection Bureau to just forward my concerns along with instructions and directives under Law and from there I will make XXXX money, theres not a XXXX out there thats in charge of me, I Win
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
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: I have filed a credit card dispute with US Bank and they refuse to follow the XXXX Chargeback Guidelines in the process of my dispute. Subsequently, I have been denied due process in my claim against an auto repair company who I believe perpetrated an intentional repair upon me. My complaint against US Bank Credit Card US Bank has ignored my rights and due process as they relate to the XXXX Chargeback Guide as follows : 1. Closed my credit card dispute with XXXX XXXX XXXX XXXX without good cause, stating I received the services I paid for. In fact I clearly did not receive the services I paid for with the merchant which was stated in 6 pages of supporting documents that I submitted with my complaint to US Bank in accordance with the XXXX Guide Chargeback Guidelines. 2, US Bank is now requiring me unjustly to submit a third party opinion letter before they reopen my case. According to XXXX chargeback guidelines it is at the cardholders discretion if they choose to submit a third party opinion for a charge back to be submitted. ( See XXXX Document ) US Bank has no right to request such a third party document at this stage of the credit card dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85282
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I had reported an issue of Unauthorized Transactions about 3 months ago. This issue has been fully investigated, resolved and closed completed by a month ago. However my account has been locked for well over 2 full months. I have done everything asked of me as far as providing ID verification. All of my info has been received and processed and logged since XX/XX/XXXX. No one can give me any explanation as to why my account is still.locked. I call repeatedly. Only to be given a new date of when my account will be unlocked. Only to call in again with yet another story!!! And false time frame. What a joke! I wait for hours on hold. Supposedly numerous tickets have been submitted on my behalf that according to US Bank must be answered in a certain time and none have been. Never have I dealt with such a totally incompetent and unprofessional company. I've also sent proof of hardship. To no avail. Here we are sending copies of licenses. SS cards. Tax forms etc. And to who really? For all we know this could be a complete and total scam for identity fraud. They could be the real culprits. Please investigate immediately. Also no phone numbers are provided for where you are to fax the ID verification docs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17013
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Hello, I received my pandemic unemployment through US Bank Relicard. I requested a new card due to my card being lost. They sent the card to the address I requested. They then proceeded to place a fraud hold on my account without telling me. They claim it was due to a change in address. I explained I DID NOT change my address, I was out of the state taking care of an ill family member, and that is where I requested the card be sent. When I tried to activate my card, I received an error message. I then called the customer service line. They told me I was to send a change of address form to the fax # given, and I explained to them I have nothing to update/change. That is when the real issues began. They then proceeded to ask me for a copy of my license, which I sent four separate times. The fax # given is apparently for their offline team, so there is no way to verify the documents have been received by the appropriate people. They then proceeded top ask me for my taxes, W2s, bank statements, utilitie bill, social security card, and I even sent pictures of me with my actual face in the frame. I have now sent it a total of 4 times, and I have spoken with at least 8 people. I have written to the XXXX XXXX XXXX with no luck taking that route. I explained the only thing I can possibly think of for them to even have a system in place to completely leave the consumer completely out to dry, helpless, at dead end, and completely wasting frivolous amounts of time is to keep the funds that are in the locked account for immoral reasons. I have tried to ask for a supervisor, and have been told conflicting information with regards to that as well. One women said she was actively walking around their office looking for one, then told me she had to let me go because her supervisor was XXXX she was on the other line for so long, then she proceeded top hang up on me. I am at a point now that since day 1 of speaking to someone, which was XX/XX/XXXX, it has been over 15 business days. That is what I was told that even under the most extenuating circumstances would be the max, but I could expect 5 days. I told my land lord that today, XX/XX/XXXX, was the absolute latest I would have our rent to him, and US bank is yet again telling me I have to just wait for them to figure it out for us. Thank you again. I sincerely appreciate any help or anything you can do to help me navigate this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80923
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: To begin with, you do not have a category that describes my issue. I am a recipient of unemployment benefits and I have Reliacard distributed through U.S. Bank to receive cash disbursements. Last week, the bank abruptly blocked access to my account not allowing me to make purchases, make payments, or take cash withdrawals. I was told the block was based on the fact that fraud is a real problem in the world, and they wanted to make sure my account was legitimate. To prove that there was no shenanigans and that I am who I say I am, they demanded that I send over a " selfie '' of myself and a copy of my government ID so that they can prove it's me. In all honesty, I felt extremely violated. I felt as if I were being electronically XXXX by U.S. Bank. My right to privacy didn't matter to them because I am classified as a customer receiving government assistance. However, because my only source of income was being held XXXX, I reluctantly sent over what they demanded of me so that I could have access to the money they blocked and get my life back. At this point, it has been a week since they have denied me access to my money. I have called the call center daily and I am frequently told to be patient and wait because they will eventually review and update my account. While they have absolutely no regard for my need for money, I have began accumulating late charges on my bills and I am completely without any resources to purchase food or gas for myself. I've had to make payment arrangements with my creditors and the family I live with ( otherwise I have to sleep in my car ) just to stay afloat due to this issue, but when I call, they have absolutely no sense of urgency about my ordeal. One of their call center agents told me earlier this week that I shouldn't feel bad because I am not alone. the agent went on to say that U.S. Bank routinely blocks thousands of unemployment recipients at a time for suspicion of alleged bank fraud and forces them to ID themselves. I was extremely disturbed by this information. Not only does it prove the bank 's contempt for financially disenfranchised people by blocking their only means of income at their most vulnerable time, it also confirms the horrible management U.S. Bank currently has in place. If they routinely block thousands of customers each week from their card access and are consistently short-staffed to where there is an average one hour wait time to speak with a phone agent and it takes a week to be granted access to your own funds that should never have been blocked to begin with, you are subjecting thousands of people to homelessness, starvation, and even more debt due to unnecessary charges, all while they take a week to figure out if the selfie matches the account holder. This is a huge sign of gross mismanagement. Why in the world would they burden a call center and the fraud department with unfounded claims of fraud when they lack the manpower to handle the response? This indicates an extreme level of incompetence. Vulnerable people are being subjected to late charges, missed rent and car note charges, lack of resources for medical emergencies, and abject hunger simply on the whim of U.S. Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: On XX/XX/20 I received in the mail a Visa debit card issued by U.S. Bank. This is a U.S. Bank ReliaCard that ( according to the information provided with the card ) will be used by the Colorado Department of Labor and Employment ( CDLE ) to receive unemployment benefits. I never applied for unemployment benefits in Colorado, nor did I apply for this U.S. Bank ReliaCard. After receiving the card and doing some research, I tried contacting U.S. Bank using the phone number provided XXXX XXXX ) to discuss the matter and request that they cancel the card. I did this several times, but unfortunately, it is impossible to speak with anybody. The system provides automated access only and requires you to enter personal information ( including social security number ) to access the account information. I was reluctant to do this. This appears to be a common issue. The CDLE 's website includes a link to a U.S. form that consumers can complete and submit to U.S. Bank to notify them of the issue and request they cancel the account. I did that immediately, but have received no reply. With that, my complaint is two fold. First, U.S. Bank did not perform appropriate due diligence when opening this account. There is no indication on my credit report that U.S. Bank checked my credit or did any other validation. I don't live in Colorado. That should have been an obvious flag. Second, U.S. Bank has not been responsive to my problem, and doesn't provide consumers with a reasonable option to report the problem and get resolution in a timely manner. This is especially concerning and frustrating since they are obviously aware that these accounts are often opened fraudulently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94521
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2600 was taken out my usbankrelibal card I didnt find out until XX/XX/XXXX I was told to contact the state cause who ever took it out was called Covid change pre paid so I then contact the state and was told I did no own any money and they never heard of that name and to file a police report and contact all 3 credit report watch I have then I contact the bank back then was told the bank took it out my accident its now over a month and no updates on my account and no one Im not helping me at all
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A