Date Received: 2020-11-06
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I received an unsolicited Visa debit card in the mail at my home. The card also misspelled my last name so likely fraud is involved either with a third party or US Bank not vetting their databases. I tried contacting US Bank via the website and toll free numbers on the form/card and can not reach anyone directly. The number/email are strictly for card activation. If my credit has been run without my authorization I will be taking action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92673
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Company advised provide call log where they called me and they would fix yet havent still Ive been a customer for over 7 years never once 30 days late. They violated their covid 19 agreement whereas I was advised XXXX and XX/XX/2020 would be reset to {$0.00} additionally o paid my account off completely XX/XX/XXXX Those of the specifics Now to the problem : initially they were reporting 120 days past due on 2 of my 3 credit reports they stated that never happened they would never make that mistake I then sent them copies of the reports and magically they got adjusted to 90. I again wrote them told them about the 90 I was again told the same again I had to send proof then it was updated to 60 but all remarks states 90-120 days to this day. Then I was advised that I never spoke to anyone they didnt directly call me a liar but pretty much indirectly I advised them repeatedly of their error and that I have been a customer for 7 years with no issues on my end prior to the request for pandemic assistance which is the part that really makes me sick to my stomach with this company. Its ok to make mistakes especially during a time of massive uncertainty and wide scaled communications and shifts in policies but to treat your customers like scum thats disgusting. As if this wasnt enough they did decide to communicate with me from their secured oop head via email again the company never makes mistakes atleast that refuses to own it sent me 3 different sensitive communications meant for other customers directly from their executive team which shows not only do mistakes happen but they happen at the highest level. You have cost me thousands from closed accounts and decreased credit lines. You have also caused me significant financial distress and occupied large amounts of my time to dispute something that would have and should have been an easy correction. You further add on to that by insulting me indirectly and passive aggressive phone calls where your own executive members cant keep their composure long enough to articulate a proper sentence or allow the customer to finish speaking before they talk over them. I said I have exhausted every effort I tried to resolve amicably advised if I could not get proper professional service o would have to explore legal remedies well they didnt like that very much because then they filtered me as bankruptcy customer when I called no one would speak to me I was shunned past around like a hockey puck from department to the next each of which found a unique way to be even more rude then the last which I found quite mesmerizing as to how that was possible. To be clear you ruined my financial life I am simply reacting to such. Since I was contacted yet again by your executive team this week that yet again called me a liar and said you never called me I took the liberty of uploading one of several inbound calls. Per my previously 21 communications much like everyone else is the country I was making every reasonable effort to ensure that I prepared and adapted to uncertainty of the pandemic. This account was late however it was 13 days late while I reached out to all creditors in order of importance and balance this was the smallest balance I have both monthly and minute in total at $ XXXX+ During the collections call I advised that I already had a prexisting dispute on file and I was escalated to a supervisor with whom advised he would look into my account further however in the interim the proper measures were taken to ensure account was reset to XXXX Again I had the funds to pay this clear as day but made the exact same arrangement with every creditor until I knew more all in the same 2 days. I paid this account in full the very next month so clearly with my 7 years of never being 30 days late my attached call logs my ability to pay the whole balance let alone the little $ XXXX monthly this was absolutely not only a massive miscommunication and error it was beyond disappointing the level of service received
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I used the bill payer service for a US Bank Reliacard on XX/XX/2020 to make a payment to a credit card. I got an error on two separate attempts to pay {$250.00}. Several hours later, one payment went through and the money was out of my account. It never made its way to my credit card. I contacted US Bank about 5 or 6 days later and they said the money wasn't in their system any longer. They told me to contact the credit card provider XXXX XXXX XXXX XXXX XXXX. I've done that, but it could take 60 days to resolve. Plus I just doubt the issue is on their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04330
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XX/XX/20 - I filed my first unemployment claim online. I was supposed to receive a prepaid US Bank ReliaCard in the mail for my unemployment benefits. XX/XX/20 XXXX - I called USBank ReliaCard customer service to ask when I should receive my card. The agent informed me there was an active card on my account with a {$0.00} balance. I told the agent thats impossible I had not received any card from them & the card is supposed to have {$11000.00} on it. The agent asked me to verify my address. I told her my address & she said that address is not correct. I explained that is only address I've had for past several years & if what she was telling me was true that someone has stolen, activated, & used the card that was intended for me then police need to know the address thats listed. The agent said I would need to verify my identity first. The agent gave me fax # & told me to send a copy of my driver 's license & piece of mail with my name and address on it before anything could be done. XX/XX/20 XXXX - I called ReliaCard again hoping a mistake had been made. The Agent verified what the previous Agent said. Then asked me if my phone # was xxx-xxxx, I said no ma'am, Agent asked me if XXXX was correct, I said no & wrote the two phone # s down. Agent asked for my correct phone # & updated my account. Then said she had to transfer my call to Tier 2 where someone could help me. I had to answer another incoming call while on hold & accidentally disconnected both calls when trying to switch back over. XX/XX/20 XXXX - I called ReliaCard for 3rd time. The automated system said we found a card in our system associated with this phone number please enter the last four of your SS #, I did, said my balance was {$0.00}, said to hear a list of my recent transactions press -, I did, said to be sent a text message with a link to view all my transactions press -, I did & received a text message with link that showed me all the transactions that had occurred on this card. I took screen shots of all the transactions. I was still on the phone with automated system so it said to report lost, stolen, damaged card press -, I did & was connected with an Agent who said he was starting dispute process for all the transactions. He explained the process & said I should receive the forms within 3-5 business days & make sure that I returned within 10 days of receiving them. He also said I could hand write my dispute & if I chose to write my dispute to list every transaction. XX/XX/20 - I went to the XXXX Police Department to file police report. The police officer said I should be able to obtain the report within 24hrs. XX/XX/20 - I filed Identity Theft Report with the Federal Trade Commission. *I received the XXXX Police Report which stated I would need to file a police report in each city the stolen card was used. * I received a text message from US Bank stating they needed to verify my identity. I clicked the link & submitted the requested information. * I still had not received the dispute forms in mail so I hand wrote my dispute & faxed my dispute with the XXXX police report attached to the fax # the Agent had given me. XX/XX/20 - I called ReliaCard to confirm they had received my fax. The automated system greeted me by saying we're sorry your card has been lost or stolen to order a replacement card press -, I did, then said the card would be shipped to the address they had on file. The address on file was my correct address. I would receive new card within 7-10 business days. Then I opted to speak to an agent. The agent confirmed they received my fax. * I called the XXXX XXXX XXXX XXXX police departments to file the additional police reports. XX/XX/20 - I was contacted by detective XXXX from the XXXX Police Department. He asked if I could get official statements from ReliaCard & gave me his email to stay in contact.I sent email of all the information I had at the time. * I called ReliaCard & requested these statements. I asked if they could tell me the address that was listed on my account before I verified my identity & got address updated so I could give it to the detective working the case. The Agent spoke with someone from tier 2 & I was given the old address. I emailed the information to the detective. XX/XX/20 - I received a text message from US Bank saying that they successfully validated my identity. XX/XX/20 - I received new ReliaCard. XX/XX/20 - I contacted XXXX Police Department & spoke with Detective XXXX who told me I should call the XXXX & file a fraud report with them as well. * I called XXXX after speaking with the detective to file a report. The agent said when she submitted the fraud form it would probably lock my account & if it did to take my ID to my local office along with any information I had about the fraud. The Agent said somebody would contact me soon regarding the fraud report. My account never locked & I havent been contacted by anyone from XXXX. * I called ReliaCard to check on the status of my claim. The agent said the last noted entry on my account said they had received my fax and my claim was under review. She said call back on Monday to check on the claim status again. XX/XX/20 - I called to check on the status of my claim. The agent said my claim had been denied on XX/XX/XXXX. The only thing noted on my account said after their investigation they did not find any billing errors.Therfore no funds would be credited to my account & this matter was now considered closed. I asked if there was somebody I could speak to about the situation. She transferred my call to tier 2 & after being on hold for over an hour I hung up and called back. The agent I spoke to next was very helpful & stayed on the phone with me until somebody from the fraud department answered. He spoke with fraud department then relayed what they had said back to me. The agent said he was going to get me a supervisor to try and get me better clarification on the situation. I spoke to the supervisor & she said the only thing they could do was resend me the dispute forms. When I got them I could submit all the new evidence and information I had with the new dispute forms & have my claim reviewed again.. I asked her if they could email me the dispute forms because I never received the first dispute forms they were supposed to send. She said they could only fax or mail the dispute forms so I told her to go ahead and mail them. Later that evening I went online and registered for a fax number. Then called ReliaCard back to see if they could fax me the dispute forms. The agent transferred me to tier 2. The agent I spoke to from tier 2 said they could not send me the dispute forms again because I could not dispute the same thing twice. I would have to wait until I received the denial letter in the mail & it would explain what their investigation consisted of, how they came to their decision, & what I could do if I didn't agree with the decision. XX/XX/20 - I was contacted by Detective XXXX from the XXXX XXXX Police Department .I emailed him all the information I had. XX/XX/20 - I received denial letter. It was dated XX/XX/XXXX. This letter did not tell me anything about what their investigation consisted of, how they came to their decision, not did it tell me what I could do if I did not agree with their decision. It said if I would like to request copies of the documents used in determining the final outcome of the investigation to call the 1-800 number on the back of my card or write to the address listed. I called ReliaCard to request copies of these documents and to find out what I needed to do. The agent transferred me to tier 2. I spoke with a gentleman who said if they believe a person has new information or new evidence about a claim then they could resend the dispute forms. When he tried to send me the forms it would not let him. After he read all the notes on the account he figured out the reason it would not let him send the dispute form. He said whoever I spoke with on XX/XX/XXXX had already sent second set of dispute forms. They said it would take 3-5 business days. I called Reliacard twice on XX/XX/XXXX to talk to someone about the forms both times the agent transferred me to tier 2 both times I was on hold for more than an hour and nobody answered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72104
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have had the reliacard since XX/XX/XXXX XX/XX/XXXX..when i received it and try to activate it the card had a block on it before i could use it. I have called reliacard throughout XXXX and XXXX trying to activate my card. When i received my card it had XXXX on it now XXXX there is XXXX on my card and reliacard refuses to give me access to my money. I have sent in faxes with peoof of identity i have talked to over 20 reps who are no help at all. I received a message from reliacard on XX/XX/2020 telling me to upload a selfie and id i did this twice and card is still locked. Ive called countless times just to have them say oh upload it again! My bills are swamped im stressed out. I just want my money and reliacard is basically holding my money without fair reason ive done everything they have asked and still no help 2 months later this is ridiculous
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had been communicating with XXXX about XXXX XX/XX/XXXX and taking on a new route for better health. On XXXX.20, I decided to go forward. However, once I went through the consultation. Then I was scheduled with someone else for the program. In that conversation the representative realized my dismay and the fact of me being misled to believe the program was something else. The representative referred the manager to contact me. I was contacted immediately. At that time, I was redirected and once again it was an app needed to fulfill the program. I just received an smart phone and was not savvy with apps and it was impersonal. So, after I spoke with the rep and the manager, I determined this program was nothin which I hoped for and it was not a match and for my lifestyle at all. I contacted the manager and informed I wanted to discontinue. I sent an email to the person whom I originally talked with. After I sent email and left a voicemail without any response. I communicated with my bank for dispute. This communication was within less than 24 hours from my initial contact with the representative whom referred me to the manager. Therefore, I as a VA resident exercised my right to cancel 59.1-21.3. Cancellation of sale. As a matter of fact, I cancelled the services ALL within 24 hours. Aside from the fact, Three-Day Return Policy In consumer-facing businesses, the cooling-off rule can more commonly refers to a consumer protection law regulated by the Federal Trade Commission ( FTC ), that allows a buyer to release themselves from a purchase agreement within a set number of days of a purchase I contacted the manager and left a voicemail. No response I left a email to confirm cancellation ( attached no response ) I just want to make consumers such as myself aware of bad business practices and lack of response for resolution while transitioning to a healthy lifestyle. This behavior and handling of business is not acceptable nor ethical and possibly unlawful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We entered into a contract to purchase real estate on XX/XX/2020. We applied for a loan with US Bank on XX/XX/2020. We received our first set of early disclosures on XX/XX/2020. From the start of the application we have requested weekly updates. Starting in mid XXXX we were told we should be getting approval to move to closing soon. On XX/XX/XXXX we were told the application dropped out of the system and we needed to reapply. We submitted a new application on XX/XX/2020. We provided, as requested, the same supporting documents to the US Bank loan officer five times. We have continued requesting updates on the loan status and received assurances we should be ready to close soon. As of today, XX/XX/2020, we still have not been able to close on our real estate purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 726XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: US Bank on numerous occasions has adjusted and manipulated my transactions to gain more overdraft protection charges. When I called them out on it the first time and told them I had screenshots of the re-arrangements over 3 days they reversed it. The second time they charged 4x overdraft charges to my account while the account was still positive from the last business day. When I called the bank to resolve this error the excuse I was given was that your computer and her supervisor 's computer wouldn't reverse the overdraft charges. Here is a list of transactions and the balance that shows there should be no overdraft charges yet they refuse to return my money. XX/XX/XXXX Overdraft Paid Fee {$36.00} - {$110.00} XX/XX/XXXX Atm Fee XXXX XXXX XXXX XXXX XXXX XXXX {$2.00} - {$81.00} XX/XX/XXXX Atm Withdrawal XX/XX/XXXX card XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$100.00} - {$79.00} XX/XX/XXXX Recurring Debit Purchase XX/XX/XXXX card XXXX XXXX XXXX {$65.00} {$24.00} XX/XX/XXXX Debit Purchase -visa XX/XX/XXXX card XXXX XXXX XXXX XXXX {$23.00} {$89.00} XX/XX/XXXX Overdraft Paid Fee {$36.00} {$110.00} XX/XX/XXXX Overdraft Paid Fee {$36.00} {$140.00} XX/XX/XXXX Electronic Deposit XXXX XXXX XXXX {$240.00} {$180.00} XX/XX/XXXX Debit Purchase -visa XX/XX/XXXX card XXXX XXXX XXXX Az {$49.00} - {$55.00} XX/XX/XXXX Debit Purchase -visa XX/XX/XXXX card XXXX XXXX*XXXX XXXX {$17.00} - {$5.00} XX/XX/XXXX Overdraft Paid Fee {$36.00} {$12.00} XX/XX/XXXX Web Authorized XXXX XXXX {$110.00} {$48.00} XX/XX/XXXX Deposit View Image {$150.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This fraudster continues to harm me by fraudulently reporting " false personal x XXXX credit card balance '' every month for last 6 months to credit bureaus. This fraudster never stops violating FCRA. Now I am going to sue this fraudster for repeated FCRA violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Was sent a credit card ( unsolicited ) from US Bank early XX/XX/2020 and when I called customer service number on card, I was told acct and card opened by OH unemployment dept. I told US Bank to cancel card and that I was concerned about fraud, as I had never reported unemployment to ANY state. I was told by card service to contact OH unemployment dept ( to aid in closing account ), and upon doing so, I was told that dept could not find any information under my name or social security number. I wrote a letter of complaint to US Bank Co ( XX/XX/2020 ), but never received a reply. I would like to file formal complaint with US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55014
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A