Date Received: 2020-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello My name is XXXX XXXX. I have an account with US bank relaicard. on XX/XX/20 my debit card was blocked because of suspected fraud. They requested that I send in a government issued ID along with a front and back copy of my social security card, and a recent bank statement. I was told to include my card ID # XXXX on all documents sent. I faxed all of those documents to the fax number provided. I also uploaded those documents directly to reliacard via my US Ban k Reliacard app. I called to confirm if my information had been received, and it had. Fast forward to XX/XX/20, my card was unblocked and I thought all was well until XX/XX/20. My card has been locked AGAIN! I don't have any access to my money and this is the second time that this bank has done this to my account. I don't want to continue having these same problems with this bank. I feel helpless because I can't get through to speak to anyone. Also the wait times are ridiculous only to be hung up on after waiting on hold for over two hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This issue has been ongoing since XX/XX/2020 With U.S. Bank. ( there is no US Bank in my state and the two ATMs in my town, don't take deposits. ) I will just skip to the issue : I am trying to mobile deposit a larger amount than normal. ( but my balance is lower than normal as well ) I keep calling and trying to get that changed even if for the one time since I now know that limit and they keep sending me denial letters stating that " Your previous deposit history does not indicate you would need increased limits ''. I had no idea that there was indeed a limit to deposit not to exceed {$3000.00} ( {$6000.00} a week ) I can not cut a check in half. My balance is now dangerously low, like hopefully make it through this month low. I have told them to look at my balance, I need to deposit this immediately but that doesn't seem to make a difference. They are going to force me to get another bank and have to change all my automatic deposits and withdrawals.I move around a bit and was trying to establish a relationship with a bank we liked. All because they don't want to take my money. I have too much going on in my life right now to be dealing with all this and/or going to a new bank and transferring everything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76210
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: U.S. Bank issued me a secured credit card in XXXX of XXXX, secured by my deposit of {$500.00}. In XXXX of XXXX I contracted Covid-19 and enrolled in U.S. Bank 's coronavirus assistance program. I enrolled in a similar program with 6 other financial institutions, each deferred my payments, but U.S. Bank did not and that was not understood clearly by me, because this was in the early days of relief programs and the account representatives weren't well-versed at the time and my representative didn't clearly explain. My XX/XX/XXXX statement had a balance of {$520.00}, with a {$220.00} minimum payment due on or before XX/XX/XXXX. The statement closing date was XX/XX/XXXX. On XX/XX/XXXX, I made the minimum payment of {$220.00} leaving me a credit amount of {$210.00}, which would be sufficient to pay my health insurance. U.S. Bank says it sent a letter on XX/XX/XXXX ( which I did not receive ) notifying me that my account was closed for non-payment. After I made the {$220.00} payment on XX/XX/XXXX, ( 3 weeks before its XX/XX/XXXX due date ) and knew it was posted I tried to process the insurance payment but my card was declined. So, I called U.S. Bank and the representative informed me the account had been closed. This was a shock to me because I had talked to a representative on XX/XX/XXXX and was not advised the account was closed. At this time I was also still suffering and impacted by the coronavirus. U.S. Bank admitted there was confusion in the explanation of my coronavirus relief terms so they reversed the following interest charges : XX/XX/XXXX Interest Reversal - {$8.00} XX/XX/XXXX Interest Reversal - {$8.00} XX/XX/XXXX Interest Reversal - {$7.00} After making the {$220.00} payment and reversal of the 3 interest charges above, that left me with and outstanding balance of {$280.00} and I was told in a XX/XX/XXXX phone calle that I would receive a check for {$210.00}, the difference of the {$280.00} and my {$500.00} deposit. U.S. Bank also said at that time that the process was a 60 day process because they had to make sure that there were no outstanding charges on the account. However, pursuant to the terms of their coronavirus relief U.S. bank wouldn't allow any charges to be made on that card going back to XX/XX/XXXX - so it was impossible that there could be any charges made, even recurring charges ( but there were none ) wouldn't be allowed to process under their own coronavirus relief terms. The account was closed on XX/XX/XXXX. In addition to a 30 days late payment posted with the credit bureaus ( when supposedly under coronavirus relief ) after having made the XXXX statement payment of {$220.00} 3 weeks before the due date, I also have still not received my check for {$210.00} as of XX/XX/XXXX. I called U.S. Bank on XX/XX/XXXX to see when I might be receiving my check, and was told the same story about 60 days to process. However, after calling U.S. Bank today, on XX/XX/XXXX, the U.S. Bank representative told me that the order to process the check had never been made. Supposedly, that was going to be handled today. In the meantime, U.S. Bank has charged me the following below amounts on my card, even though the card was closed, and in XXXX I was advised I would be receiving a check for {$210.00}. Again the account was closed on XX/XX/XXXX. How is it is possible that they have not issued a check for my deposit after nearly 4 months, importantly when they know there has been no charges on my account. XX/XX/XXXX Late Fee - Payment Due On XX/XX/XXXX - {$40.00} XX/XX/XXXX Interest Charge On Purchases - {$4.00} XX/XX/XXXX Late Fee - Payment Due On XX/XX/XXXX - {$29.00} XX/XX/XXXX Interest Charge On Purchases - {$5.00} Secured cardholders such as myself, especially those impacted by Covid, are being taking advantage of by U.S. Bank. Delaying of issuance of deposits in order to generate late fee and interest charge revenues, whether intentional, non-intentional, software driven or otherwise, is taking advantage of the vulnerable that are trying to establish credit. With millions of secured card holders, the revenues that are being generated to U.S. Bank through delays in returning card holder deposits are likely very substantial, and their explanation that they are delaying returning deposits on accounts which were prohibited from making charges is at a minimum not convincing and a misrepresentation, in contradiction of their own terms and conditions. Bottom line, their process is flawed, perhaps intentionally in order to generate hundreds of millions of dollars in profit from late fees and interest charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As result of COVID-19 I went into a Forbearance Plan. I am now in a position to start paying my mortgage. I have reached out to US Bank and I advised that I am ready to go back on payment schedule. I have been told on multiple occasions and it had been fully documented that my monthly payment was to be be {$3300.00} however they keep sending my paperwork advising me that the payment should be {$3400.00} which is incorrect. They keep telling me it is because of an escrow shortage however I paid the escrow shortage in XXXX of 2020 yet the continue to send me the incorrect documentation.US Bank has not acted in good faith they have given me the run around and they continue to do so. When I spoke to XXXX XXXX at US Bank he had advised me that they received my escrow check they cashed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11803
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have my Texas workforce unemployment funds deposited Usbank reliacard account. For over a month now they have blocked my account. They never informed this block was going to take place. I have called just about every day 3 times a day tryingvto get this resolved. They said i need to fax in my driver license. Tax return from 20190. And social security card. I have faxed and uploaded the ids. They have noted each time. They have received it and said its still inactive w no reason why they denied the access still. They said there was fraud on my account which in that case why didnt they reissue another debit card or replacement card or give me a chance to withdraw the funds or transfer into another bank account. They have refused to help me resolve this issue and at one point told me it doesnt matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2020-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This complaint is in response to US Bank perpetuating XXXX harassment, fraud, and extreme carelessness that resulted in the closure of my business bank account. They closed my bank account on XXXX XXXX, 2020 without my knowledge or permission, causing extreme financial duress for my new business. On XXXX XXXX, 2020, I began my interview with US Bank to open my business bank account. The interview was via XXXX with XXXX XXXX. He told me that he was going to walk me through the entire application process in the XXXX interview. He did so, and during the process, told me not to add the punctuation in the name of my XXXX, even though that's how it's listed on my Articles of Incorporation ; this careless advice lead to my application being in " pending review, '' which is where all of the problems started. After the XXXX meeting, XXXX XXXX then started sending flirtatious emails to me, which can very easily be found in his work emails, and on his work phone. I also have copies. He then also texted me using the information provided on my application asking if I would like to go out on a date with him the next day. When his advances led nowhere is when the real problems began, as my bank account was then mysteriously closed the very next day. When I inquired with the personal banker XXXX had set me up with, XXXX XXXX, she would not return my calls. It took me calling and texting her for 7 whole days before I finally told her that I would be including her in my complaint, which immediately sparked her interest in replying. She told me that she didn't know what happened or why my bank account was closed, but, when pressed, said it had something to do with people somewhere in a back office. Very vague, very suspicious answer. I was referred to contact XXXX XXXX, the branch XXXX, who also never called me back, or responded to my emails. I have called the helpline at least half a dozen times now, and it is obvious to me that the people at US Bank all have something to hide, and they are covering up for a XXXX harasser. All in all, they are costing me both time and money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2020-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX I had called us bank reliacard to do a transaction dispute. When I spoke to the representative about it she immediately advised me she was cancelling my card and going to issue me another. She said the new card will be expedited to my home, she proceeded to ask for my physical address to have the card delivered. I gave her my address and was told it would be in the mail in 3 days and was charged XXXX dollars. I received my card on the XXXX, 11 days after the call ... Well on the XXXX I called the number on the letter received with my card to activate it like the letter instructed. Upon calling and putting in the card number I was instantly directed to a us bank representative. My balance at the time was XXXX dollars from my unemployment. When a representative finally picked up the line I was shocked to be told my account was locked .. Confusion quickly set in and I responded with the question why is it locked. The US BANK RELIACARD representative said it was due to a address change. Deeper confusion set in as I tried to remember when I possibly changed my address. The rep responded with the date of XXXX XXXX .... I informed the rep that I gave the previous rep my physical address just for shipping purposes of my new card. Well without my authorization or approval the rep had changed my address completely. After a lengthy attempt at correcting said mistake I was told that I was being forced to fax documents of validation of my address. I gathered all the info they wanted to prove my mailing address and the original address that had been on my account for the past 5 months. I called several times that same day inquiring the status of my fax and I was told it would be 2 days ... Well 2 days later I called US Bank reliacard to check it again and the rep this time said the investigation team never received my fax .... So I sent another. Once again I was told it would just take a couple hours. Hours went by and I checked again ... It showed it was sent but know it was gon na be 5 days till I would know if it was even enough to unlock my account. Once again I tried to plea my case that all of this was the FAULT OF US BANK AND ITS REPRESENTATIVE but no one cared or wanted to listen. I called everyday several times a day to try and speed this up cause by this time my car was in default and my rent was coming up. Ignored, hung up on, and misinformed was what I received everytime. Then on XXXX XXXX at XXXX XXXX I received two text messages stating that my us bank account was unlocked XXXX card had been made active. I called to make sure and the info I received hadnt made it through all the channels yet. The representative and supervisor at the time quickly activated my card and I was under the impression the matter had be resolved. I had access to my funds but it was already to late to save my home and my car. On XXXX XXXX I received my next installment of my unemployment funds ... I called at XXXX XXXX to verify transfer of funds and sure enough I had XXXX dollars on my account. I was driving a friend to have some XXXX XXXX work done and I stopped at a convenient store to get a beverage and breakfast when at the register my card was declined. I knew I had funds on my card so I went to the ATM and tried to withdraw cash. I got none. So I called the us bank reliacard to see what was the issue. Once again my account had been locked. This time they wanted verification of my identity. I was told the lock had been put in place on XXXX, the same day the first lock was supposedly lifted ... I explained I had been using the card and wasent notified of the lock or that I needed to prove verification of identity. I explained that I was just supposed to verify my address and that the lock was lifted. No it's been another week of XXXX and the US BANK RELIACARD staff and the called offline investigation team once again treat me as if I had done something wrong ... This is totally stressing me out and I can't afford to be under high levels of stress due to my XXXX. XXXX is one of the triggers of my XXXX. No one will listen and no one cares .... I COULD DIE BECAUSE OF ALL THIS, BECAUSE OF THE FAULT OF US BANK RELIACARD, THE OFFLINE INVESTIGATION TEAM AND EVERY REPRESENTATIVE AND SUPERVISOR I HAVE HAD TO DEAL WITH. THIS IS NO JOKE OR LIGHT HEARTED MATTER, IM AM BEING VICTIMIZED NY THIS COMPANY AND THEY HAVE ME IN FEAR OF MY LIFE.. HELP ME PLEASE
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/17 I reached out to US Bank to explain I had just gotten out of the hospital this week and that we had lost our housing in the pandemic. I asked if they could refund the four {$36.00} overdraft fees In the past they had been very understanding that we have not been able to keep up with cash flow in the pandemic. This time they said they arent doing it anymore and that we need to figure it out. I think it is terrible that they are even allowed to charge fees like this in the pandemic and that they make you feel like a terrible person
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60015
Submitted Via: Web
Date Sent: 2020-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
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: I had 2 credit cards with US Bank and they charged off. This summer ( 2020 ) I was able to settle these accounts and pay the agreed payoff terms. US Bank said they would report the XXXX balance to the credit bureaus but despite multiple calls from myself to fix the incorrect balance, they have not adjusted the reported balance. In fact, they have increased the amount owed! Again, I have called many times over the past few months and asked them to correct this error and they keep assuring me it will be done within 30 days. Meanwhile, my credit scores are plummeting every month as they continue to report a balance owed in addition to adding on to the balance reporting to the bureaus!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
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: I paid off a charged off account with US Bank this summer ( 2020 ) and was assured by US Bank that they would report that I owed a XXXX balance because we came to a settlement amount. It was paid and they sent me a letter stating the account was settled. They continue to report me as being late every month as well as having a balance owed. I have disputed this with all 3 credit bureaus and Us Bank keeps reporting that I owe a balance AND they keep reporting me as late! This is inaccurate and against the law. My wife has contacted them multiple times to correct this inaccuracy and they have assured us that they will fix it in 30 days but its been months of this and they continue to falsify information to the bureaus. Meanwhile my credit score drops monthly due to their inaccurate reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A