Date Received: 2020-11-11
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: For the last 4 years, I have a checking account with US Bank, which I seldom use. For the first time ever and most likely last, I encountered a negative balance because I accidentally specified the US Bank account as the account to pay my credit card balance. This is where I found about the deceptive, predatory, cunning money making practice of US Bank through overdraft fees. So I got email alert that my account has negative balance because of the credit card payment. I immediately transferred money from XXXX XXXX account into US Bank account to bring my balance positive. But it took 3 business days for funds to post to my US Bank account. During these 3 business days I found out about the disgusting tactic of US Bank for the first time to prey upon unsuspecting consumers and snatch their hard-earned money. They were charging me a overdraft fee of {$36.00} every day until my account balance became positive. Here 's how they did it. The very first time my account went negative balance, I got charged my first overdraft fee. The transaction was cancelled but then the same transaction got initiated 2 more times automatically and subsequently charging me {$36.00} in overdraft fee each time. And worst thing was that my credit card account was not even paid. Every time the money returned to my US BANK checking account. I have banked with other banks including XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX and none have ever done this scam ever in the name of overdraft. They charged a one-time overdraft fee and cancelled transactions. But US Bank kept automatically initiating that transaction and made a total of {$140.00} from an economic hardship suffering account holder in the deceptive practice. I was furious and called their customer service. After being on hold for 1 hour and 7 minutes, I got connected to an agent. After spending another 39 minutes with the agent, I only got one of 4 overdraft fees reversed. I filed complaint with XXXX XXXX XXXX and instead of fixing problem, US bank after 3 weeks sent me a letter that they did the right thing and instead sent me 50 or more pages of their phony agreements and marketing stuff, asking to open savings and credit card accounts to link to checking account for overdraft protection. This company keeps bragging about being the most ethical bank but their practice in my experience has been worst than XXXX XXXX and other banks. I simply want the unjust overdraft charges reversed. Please see attached image of transaction details. It is evident that they kept authorizing the same transaction to make money in overdraft fee where no other bank I have account with does that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80112
Submitted Via: Web
Date Sent: 2020-11-20
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: Received US Bank reliacard in my name without requesting. Long wait time to deactivate card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47201
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: Getting a credit card
Subissue: Application denied
Consumer Complaint: This XXXX bank doesnt value me or my business they refuse to process my credit card applications send me a XXXX letter saying Im high risk
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Attemped to use the card to purchase items at XXXX XX/XX/2020. It was rejected by the credit processing machine. Later that day I checked with the company and was told the balance available was {$230.00}. Working with the automatic system I was advised that the account was inactive. I tried to contact a customer service rep but was not allowed that opportunity. The system did not allow it. On or about XX/XX/XXXX I tried calling the company again and could not get a customer service rep. When I tried the system hung up on me. I sent an e-mail complaint. The system told me it would be 10 days for a response. But as of today XX/XX/2020 I have not received a response. I have tried contacting the company again today and have spent 1 hour and 45 minutes on hold waiting for a customer service representative. This money is unemployment benefits I need very badly. The money was placed on a USbank Reliacard Debit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
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 on XX/XX/2020 a prepaid debt card XXXX XXXX XXXX XXXX from usbankreliacard. I did call the XXXX XXXX XXXX phone number and was told I needed to file this form as this is clearly FRAUD! Someone has stolen my identity and has file unemployment in my name!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80023
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was receiving my unemployment benefits on the us bank relia card and I wish I could be more exact about dates but unfortunately us bank once the hold was put on my card they denied me access to my account all together online. I think the last time I was able to use the card was XX/XX/XXXX since then they will not give me my money back. I have faxed them my XXXX taxes, picture ID & social the first time. They said they needed more so to log into verify.usbank/retail which I did and take a photo right there of my ID which my hair was red and the ID broken and a selfie. Which my hair is blonde now so they said they couldn't Verify so therefore there was nothing they could do. I asked the lady what about my XXXX $ I saved and needed that especially during these times and she said it shows it's there but my account will never be active again. I then asked for a check or transfer of some sort that they couldn't just keep my money and they said to call my local health dept so I did in Utah and was on hold for 2 hours just for that lady to tell me that they paid the money to the bank therefore it is not in the hands anymore and to get ahold of bank.. so I just would like to. Be pointed in the right direction as to how I get my money that was from unemployment during these rough times? Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84770
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I BELIEVE THIS SITUATION VIOLATES THE LAW AND MY RIGHTS AS A CONSUMER IN BANKING! WARNING : POSSIBLE UDAP! UDAP! UDAP! UDAP! I have an account with US Bank that was opened in late XXXX. I began to be charged overdraft fees for absolutely no reason. For instance, on XX/XX/2020, I had a beginning balance of {$810.00} and an ending balance of {$770.00}. The day prior I ended with a balance of over a thousand dollars. I was billed a {$36.00} overdraft fee in the middle. On XX/XX/XXXX, my balance began at {$740.00} and ended at {$660.00}, yet I was charged 3 different overdrafts on that day. This has set the tone for how the bank has treated me, and all in all there were a total of 27 overdrafts on my account at last count. I called in and some of them were removed. Most of them were not. I was told by one rep that I have waived my rights to anymore overdraft reversals and that the only reason I received credits for the ones that were reversed was due to the managers exceptional customer service skills, and that the notes on my account state that I agreed that I would receive no more overdraft reversals. I hung up on that person. I have called in about similar overdrafts that were charged in error, and some of those have been removed, a total of XXXX, I believe. A situation which sparked new overdrafts have caused me to really be concerned with this banks practices. I recently went to a fast food drive in, and knew that my account balance was low, and because I had a friend in the car with me, and didn't want to be embarrassed if the transaction was declined, I decided to call in and check my balance before ordering the food. According to the automated system, I had appx. {$38.00} in my account, which included pending transactions. So, thinking I had that much money, I ordered food in the amount of {$15.00} ( appx ), and then spent XXXX at the gas station. I was charged two overdrafts for those transactions. Given that the bank still owed me for 12 overdraft fees in error, I began calling and trying to get this resolved. While on the phone with the rep today, I was told that my balance when I made the fast food purchase was appx. {$3.00}, and that is why I was charged overdraft. I explained that I had disputed these charges on XXXX XXXX, and explained that they could check their tapes and see that I called in at that time on that date, and was given the balance which included any pending transactions and shared my belief that US Bank must have a glitch in their system, because the rep was reading off my transaction history and balances which contradict what my own statement and mobile app state, and that I was disputing these fees along with every other one, citing that I wouldn't have one if I didn't have the other. I was told that I am not allowed to dispute fees. I was also told that nobody at the bank had access to my account more than three months back, and that there is nothing I can do about it. I insisted that this can not be legal, but I was told again that I have no recourse. This is just one more thing that this bank has done that is deceptive and should be investigated for. If a bank can just charge fees and a consumer has no recourse or authority to dispute charges made in error or from unauthorized charges, then I guess that explains how they make billions in overdraft fees. As soon as I receive my settlement from my civil suit, I am changing banks, and I warn any consumer who want to bank with US Bank to beware. This bank is as dishonest as they come, and they could care less of the impact they have on their customers even when that customer is XXXX and on a fixed income. They have not honored the promotion I signed up for, blaming me of course, and have charged me over {$800.00} in overdraft fees which I believe is excessive and in error and have allowed me no recourse apparently to dispute them. This situation SCREAMS UDAP! UDAP! UDAP! UDAP! UDAP! UDAP! UDAP! UDAP! UDAP! UDAP! UDAP! SCREEN SHOTS PROVE THIS IS RIDICULOUS! IF I DIDN'T HAVE ONE, I WOULDN'T HAVE ANY AND THEY OWE ME FOR 14 MORE BUT I'M NOT ALLOWED TO DISPUTE??? COME ON!!!
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: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: The account ending in XXXX XXXX XXXX XXXX XXXX, the introductory offer was supposed to be XXXX points but got only XXXX. From the time you offered the card ( link on the website ... attached as PDF ), you always had it XXXX so how it was changed to XXXX still a puzzle. I presume it was an error on human part because my application was not initially approved ( took a week to review ) so someone must have manually punched the offer bonus on your side in error. Please follow up and adjust. There are still missing the bonus credits for account ending XXXX as well. There were XX/XX/XXXX, Spring XXXX and Summer XXXX promos. I do see some credits but hard to understand what is what. Bonuses offers are pilling up. Some credited and some not. When credited, only an amount shown on my end ( YOU NEED TO PROVIDE SOME EXPLANATION ALONG!!!! ). Calling your CSR is not helpful either ( been there, done it ) please follow up on both cards. Thank you
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: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Today, at XXXX XXXX I received an email from my bank that a new PIN for an unknown debit card number under my name was on its way. I tried calling my bank but when I enter my information, I realized somebody changed my PIN on my regular debit card ( not related to the last four digits that came in the email ) I could change my PIN trough my bank app, but when I called they advise me to get a new debit card. I am fearing that my identity is compromised. Something similar happened to my mother when she tried to buy in a grocery store she continuously gets an invalid message when she enters her PIN number, somebody changed it without her notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: When I opened my account with US Bank, I did so during a promotion. If I signed up for online banking and mobile banking services, set up direct deposit totaling $ XXXX within 60 days, I would receive a {$300.00} deposit into my account. I am on Social Security XXXX, and when I called to set up the direct deposit with them, they informed me that the direct deposit might be delayed due to the outbreak of coronavirus. I set it up anyway, and then called US Bank and told them about the delay and I was assured by the banker that the promotion would still be honored in spite of that. I began calling to find out about when the money would be deposited as soon as my second direct deposit was final. I was told at that time that the bank still had 60 more days to complete its obligations under the promotion. Fine. In the meantime, I have had overdraft after overdraft after overdraft, 27 last time I counted. The overdraft is a separate issue, and I am going down to the branch as soon as I am done filing this complaint to speak with the manager about those. I called in appx. two weeks ago regarding the promotion money, and was told that I met all the requirements of the terms and that the money should have been deposited in XXXX, as agreed. I was told to give the bank a little more time and see if it would be deposited. That banker combed through the terms of the promotion and then combed through my account to see if there was a reason for me not receiving the promotion. She could find nothing. I then waited as was instructed and called back on XX/XX/XXXX, and the first person I spoke to also combed through the terms and my account and again, could find no reason. I was transferred to several different people, and after spending 73 minutes on the phone, and insisting I speak to a manager or someone with autonomy to get this situation remedied, the last person I was on the phone with disregarded my request to speak to a live manager and sent me to a voice mail instead. This infuriated me, yet I still left the message to have whomever it was that I left the message for, to call me back. Didn't receive a call. I called back on the fourth and was speaking to a manager, but got hung up on again. I called back and spoke with another rep who continually repeated information that wasn't applicable to this situation, and repeatedly asked to speak with someone with autonomy to remedy the situation. After the bank and forth for nearly 45 minutes, a manager got on the phone XXXX XXXX XXXX, who was very helpful, and addressed that the situation couldn't be handled that night. I was told that she would personally look into the matter and get back to me. I informed her that my phone had recently been turned off, so I would have to be contacted by email. In all, I spoke to appx.20 customer service reps and two managers before receiving an email from someone named XXXX XXXX who hoped I was having a wonderful day only to then tell me that US Bank would not be depositing the {$300.00} into my account because I was six days past the deadline for meeting the direct deposit requirements. Not only am I feeling cheated, I am concerned with why after speaking to that many other reps did I not have this same answer. Furthermore, each of those reps dug through the account looking for any reason to NOT hold up their end of the agreement. This feels like a bait and switch scam, and after reviewing other complaints, I see that I am not the only person who is on XXXX, who opened an account with US Bank under the condition that I would receive a promotion, only to have US Bank find a reason not to deposit the money. I emailed and called into US Bank and reminded them that I provided the information about a possible delay to them the day I set up my direct deposit and was assured that this would not happen. This situation seems to me to involve UDAP violations and I urge the CFPB to look into how many other people have experienced a similar problem who are on fixed incomes such as myself. I still haven't received the promotional {$300.00} and I feel completely cheated! US Bank should not let a mere 6 day window be a reason to lose a customer, especially one who switched banks falling for their pretend promotion ; especially given the reason for the delay was the outbreak of Covit-19. I thought the government was encouraging banks to help customers survive the pandemic and not make it harder for them. Furthermore, if I can forgive the outrageous amount of unwarranted overdrafts charged to my account in the minimal amount of time that my account has been open, the least they could do is honor their own agreement.
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: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A