Date Received: 2020-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I agreed to refinance my home with US Bank. 4 or 5 days before closing they asked for an additional {$10000.00} in escrow that was not part of the estimate they gave me. I was upset but had gone through so much of the closing process decided to still close with US Bank. I made that decision because the US Bank employee I was communicating with wrote in writing " after 2 months of payments can cancel the Escrow and it will only take 2 days to do it ''. I have now been trying to cancel the escrow for 7 or more weeks now. Throughout the process US Bank adds another layer of red tape that is not disclosed. Like the {$1200.00} fee to pay them to cancel the escrow that was paid 3 weeks ago. Every time I speak to someone at US Bank I get a different set of rules or steps. It feels like they are just a bunch of liars but its more likely they just grossly inadept. The process has been frustrating. They don't care that I was told it would only take 2 days. I have offered to forward it to them, the emails from their employees. I do not think that a bank/mortgage company can mislead consumers in the loan process. It should be in writing and they should keep written commitments. They also said if I would pay my property taxes they wouldn't need the {$10000.00}. The next day I paid my property taxes and sent them the receipt. They then said, oops we made a mistake telling you that and we are still requiring the extra {$10000.00} at escrow. If I make a mistake, lets say I don't pay them, etc. Will I get to say Ooops? Can I lie to them or mislead them? Why is it only one way?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33405
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XXXX XXXX I had a fraud case. I have summitted everything plus extra documents to relia card and was told all documents was accepted. Now they have told me the fraud case was closed the money was out back into my account but refuse to unlock my card. They keep telling me to upload my i.d and keep submitting the same documents I have all month long that have already been approved. They allow my direct deposits to go through each week but will not allow me to access my funds. I am a single mother I have complied every way their company has ask n told me to and I am going on two months being locked out from using my account and debit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2020 I received a U.S. Bank ReliaCard. I knew that I hadnt applied for this card nor do I have an account with this bank. After doing some investigating, I believe this card was sent to me because someone applied for unemployment benefits in my name. Im not unemployed. I tried calling the number associated with the card and the number is inoperable. This needs to be investigated and fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28120
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: 2020-10-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have filed a cell phone insurance protection claim as my phone was accidentally damaged beyond repair, for my US Bank Blue Cash+ Signature Visa card through XXXX aka XXXX XXXX XXXX. Claim # XXXX Per Visa/Us Bank, I have provided the administrator with valid copies of recent credit card bills, original purchase receipts, repair receipts, warranty information, as well as screenshots of current replacement phone pricing The claim was denied, then denied again upon appeal, with a reason given of " Thank you for submitting your completed Warranty Manager program claim application. Unfortunately, we are unable to honor your claim due to the following : On the date of loss, Manufacturer 's warranty was still valid. Please contact the manufacturer for further repairs. This benefit 's coverage mirrors the manufacturer 's coverage. The cause of the claimed product 's failure is not covered by the manufacturer 's warranty ; therefore, your claim is not eligible. '' Per the US Bank cardmember cell phone protection guide website at https : //mycard.usbank.com/GuidetoBenefits my card provides cell phone insurance coverage providing accidental damage coverage where no other applicable insurance or warranty exists to cover the loss. I have no other insurance for this item, and per the manufacturers website at XXXX XXXX XXXX-of-sales, accidental physical damage to the device is specifically excluded from warranty coverage. Multiple phone calls to US Bank and Visa on XX/XX/20 have specifically referred me back to cardmember services. As of today, XX/XX/20, I have 2 seperate emails as well as verbal confirmation over the phone from XXXX / " Cardmember services '' published customer service number that they will not cover this claim. Further attempts to contact supervisors at all the above named companies have been unfruitful. I fully intend to pursue legal remedies should informal contacts with the above named companies continue to be unproductive. A notice of intent to sue / demand letter will be my next step. All documents mentioned have been previously provided to Cardmember Services as directed, and will not be attached here ( because they've already been provided and I've spent enough time dealing with this already that I don't feel like attaching all that XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06074
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Just over one year ago I opened a business account with Mainstreet Community Bank. As of XX/XX/2020, my account was closed. I spoke with an agent via phone, and they told me that a letter was sent out to notify me of account closure, however I did not receive it. I made consistent payments on this account until I was drastically effected by COVID19. So I made the efforts of notifying Mainstreet and joining their program. I explained that I had lost over 50 % of XXXX XXXX income. I was not notified as to when the program would end, so I maintained monthly contact with the company via phone. As you will see on my attached document of payment history, I have made every effort of getting back in good standing with this company including paying the overdue balance. I was not aware my account was closed until after I made the last payment and noticed that I still did not have access to funds. As a young XXXX, there is a lot I do not know about the process of credit. In this case, it costed me because I genuinely did not know that my account would be closed even if I was keeping constant contact with the company. I have never been in a situation like this. Further, I want to continue to groom the relationship I have started with Mainstreet Community Bank. They took a chance on me and I do not take that lightly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Problems at the end of the loan or lease
Subissue: Excess mileage, damage, or wear fees, or other problem after the lease is finished
Consumer Complaint: I received a Lease Termination Billing Statement in the mail today, Tuesday, XX/XX/XXXX, from the U.S. Bank, and was quite surprised to read that the total amount due is {$420.00}. I requested they reconsider waiving the amount due for the following reasons : 1. I am unemployed due to the COVID-19 unprecedented event and do not have the funding to pay the amount of {$420.00} ( see attached Unemployment submission ). 2. I did not receive the Billing Statement until today, XX/XX/XXXX, which is five months later ( see attached Billing Statement ). 3. My U.S. Bank Account was closed shortly thereafter in XXXX with no outstanding balance. I called the U.S. Bank and spoke with someone and they confirmed that the account was closed in good standing and that I do not owe anything further. 4. I submitted the XXXX XXXX XXXX to XXXX XXXX on XX/XX/XXXX, with an odometer reading of XXXX. Exactly XXXX miles less than the allowable XXXX/year I have already paid for ( see attached Notice of Transfer and Release of Liability and Acknowledgment ) .ay know, the circumstances of the global pandemic have heavily impacted everyone and created a financial crisis for many, including me. This has caused many people to lose their jobs or earn a significantly lower income, and as a result, not be able to pay rent or other After many attempts to follow up and many telephone calls and emails, they denied my request. I received harassing letters in the mail every week demanding their payment. I called and they submitted a request for an adjustment and stated they would call me back and let me know if granted. No one called. I submitted negative experience remarks on my social media pages and someone finally called me and stated they could get the amount waived all together but instead I was told that they adjusted the amount to {$200.00} a month ago and I was not notified. Them not notifying me caused me unbelievable stress. Now I receive weekly demand for payment of {$200.00}. I want this waived all together for all the stress they caused me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91107
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In mid XX/XX/2020 my wife and I contacted US Bank representative XXXX XXXX at XXXX XXXX to inquire about applying for a home equity line of credit. I was a mortgage broker in the past and familiar with underwriting requirements credit inquiries and scores, specifically asking XXXX if the proceeds could be used for a down payment on another home, otherwise we would not apply and damage our perfect credit rating. Being suspicious, to make absolutely certain I asked again and again because no other lender allows proceeds to be used for this purpose. Well we do! was the response from XXXX. Over and over. Again and again. He assured us it was an allowable use many many times in multiple subsequent phone conversations and emails. In addition, I spoke with XXXX in detail numerous times about every other aspect and requirement to make sure we complied with everything otherwise again we wouldnt waste time applying knowing wed be declined. Who would? Well we applied based on XXXX statements, assurances and declarations. And of course we were declined. Reason given : proceeds could not be used for a down payment on another property. Huh? What? I contacted XXXX XXXX at XXXX several weeks ago who represented herself as XXXX XXXX XXXX for that area. Upon hearing the situation she immediately graciously apologized and assured me that this was indeed a banker error in her words and that she would reverse the credit inquiry ASAP and we should expect a letter of confirmation to that effect within a few weeks. We just received a letter from the US Bank Credit Report Dispute Dept saying that they would NOT in fact be removing or reversing the inquiry on the credit report. We feel misled and abused. We need help. We are good solid senior citizens with no criminal records and perfect credit scores and consider this elder abuse. I am XXXX and a XXXX patient. My wife was a nurse for over 50 years. Were good people who have been taken advantage of. Please contact us ASAP @ XXXX or XXXX XXXX XXXX and XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I settled a car loan with US Bank on XX/XX/2020. At the time, I was told that the title to my car would be released and that I should receive it in approximately 30 days. Over 30 days passed without receipt of the title, so I called again and was told that the title is being requested again and now I should wait another 30 days. As of today, XX/XX/2020, I still have not received the title. I called Florida XXXX and inquired about the title today. I was told that the lien has not been released. I called US bank again today, spoke to a gentleman named XXXX who informed me he would submit the request for the title today and for me to expect it in 30-45 days. Clearly, US Bank has no intention of releasing the title. A title request is a task they perform on a daily basis, so there's really no excuse for this other than they intend to give me the run-around about it. I am requesting your assistance with the title request since US Bank has apparently forgotten how to perform this simple task.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: US Reliacard is a parasitic SCAM!!! My unemployment benefits were paused, then paid in a lump sum. I am unable to use or access my benefit payment without unnecessary fees and delays. There are ridiculous transaction amount limits as well as frequency of transaction limits. I am forced to slowly withdraw my benefits in small transactions and pay a fee after the 2nd monthly transfer. Their direct bill pay option is not direct at all and redirects to a 3rd party with a non-affiliation disclaimer, should anything go wrong. I have called the US Reliacard 24HOUR hotline several times in an attempt to increase my account limitations and access my benefits. EVERY call has been redirected to a personal phone line, answered either by a recording that this number is closed, call back again for the next available rep. ( there aren't any! ) ... or it gets answered by someone confused, simply saying hello and hanging up.. not a professional call center or representative able to handle any US Reliacard business whatsoever! This Fraudulent bank and card exists solely for the purpose of applying hurdles and obstacles in the way of our taxpayer-funded benefits in order to skim funds to enrich themselves. Their website and app do not provide the necessary customer service and access to account settings and features and their customer service hotline ( XXXX ) is a deliberate time wasting loop that directs you to only dead ends before hanging up on you every time you select to speak to a live representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I was informed that a USBank Reliacard was issued to me XX/XX/XXXX, even though I did not request one, nor was I interested in receiving one, but was forced by DC DOES ( unemployment ) to have my payment made on a Debit Card. On XX/XX/XXXX I had still not received my Debit Card and I contacted USBank, an agent told me they could expedite me a new card, and we decided it was best I use a different address in DC that has a better record of not losing my mail. I was told it would take up to 5 business days for my address to change in the USBank system. On XX/XX/XXXX I called USBank to see if my address had changed, it had, and I requested a replacement card as my initial card was lost in the mail. USBank XXXX and her supervisor XXXX told me that I could only receive a replacement card if I paid a fee of {$5.00} further I was told the only way I could access my funds for a VISA transfer is if I paid {$5.00} for a card with my name on it. I was told this would take another 10-14 days. I asked about the previous agents offer to expedite the card and was told that I must pay for it. USBank in essence is telling customers that it the customer 's responsibility to make sure they receive the card and if the card is lost in the mail ( or even not mailed by USBank ) that the customer must pay a fee to receive the new card. USBank has been holding onto {$6600.00} of my money for 6 weeks, I have escalated this to their executive office where I received a cut and paste response saying someone would get back to me within 15 calendar days. These debit cards are a way for banks to attempt to create additional wealth by charging fees, taking weeks to send the cards and then requiring additional fees to get the cards that may never have been sent. I waited 4 weeks before reporting the card was lost and still USBank placed the blame on me for not receiving the card. Banks should not be allowed to issue Government payment cards if they can not guarantee they will get them to the consumer in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A