Date Received: 2020-09-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Us Bank is withholding XXXX dollars in my unemployment account. Initially they asked for proof of identity, which I uploaded on their website.As of XX/XX/2020 in my last conversation with customer service they say they need my drivers license, social security card, and tax returns faxed to a number I cant validate.I can't get a name from any customer service person or talk to a supervisor.this is very suspicious and I'm not about to just send this important info to a random fax number when I've already sent it via website
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 we started the refinance application and we submitted all requested documents timely manner. Appraisal was conducted by the institution and we paid the payment. We had locking rates for 60 days. We were asked to resubmit various documents again and again. Now, USBank mortgage is delaying. Basically, this refinance would reduced our payment of {$200.00} per month. Bank is keep differing so they can extract more payment on going.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94062
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I receive unemployment benefits from PA via US Bank Reliacard prepaid debit card. On XXXX XXXX, 2020, my card stopped working completely. Unsure of the reason why it stopped working, I called the customer service number that same day and was told that i needed to fax over 3 documents to verify my identity. Immediately, I gathered the paperwork and faxed it over that same day. I called on on XX/XX/2020 to confirm that my fax was received by US Bank and was told my fax was received and it would take 24-48 hours for processing. Needless to say, that 24-48 hour processing time has now been 3.5 weeks to no avail. Not only have I spent hours on the telephone mostly on hold waiting to speak to someone. Speaking to someone usually gets me a different answer every time. From them, I have heard 24-48 hours to a maximum of 15 days. They told me to replace my card, but their system will not let them send out a new one to me. And also, I have been told to resend the documents almost each and every time I've called them. I have called at least 20 times and even spoke with PA Dept of Labor who tells me everything is fine on their end. I have sent or uploaded the documents a total of 9 times since XX/XX/2020 and this issue still hasn't been resolved. All I want is to be able to access my money without issue or close the account and have my money transferred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: my relia card account has been locked for a week..i have bills to pay and kids to feed ... i need my account unlocked ASAP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I bought a prepaid {$100.00} Visa gift card ( their # is XXXX ) at a charity silent auction in XX/XX/XXXX. I attempted to use it for the first time in XX/XX/XXXX. I was informed there was nothing on the card as the entire amount had been used to make a purchase at XXXX on XX/XX/XXXX. I contacted XXXX who confirmed the use and stated they knew who used it and it was fraudulent ( the buyer had used other cards fraudulently as well and they were investigating ). They told me to contact the card issuer for a refund. I did in XX/XX/XXXX explaining what happened. They told me to send in a copy of the card and a request to register it in my name and they would issue a refund. I did in XXXX, but today they informed me they would issue no refund because I didn't have a receipt proving I bought the card. Since I bought it at a charity silent auction I have no receipt. The organization has no record of who provided this particular gift card for the auction ( even if they could, that person wouldn't have a receipt 18 months later ). I don't think it's fair that I'm unable to get the {$100.00} put back on my card when XXXX confirms it was fraudulently used. Can you help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43017
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2020 at XXXX XXXX.XXXX.i made a payment of XXXX dollars to be processed on the XXXX I called back to cancel the payment because the bank had issues with a XXXX deposit I made on the XXXX XX/XX/2020 On the XXXX I was told I couldn't cancel the payment and I made another pay me t of XXXX dollars and some change directly from my checking The payment was taken out of my account and still does not show my avail balance And the other XXXX dollar isn't showing up nor the other bank DOESNT even show where the payment was submitted XXXX XXXX Master Card who service this card is US BANK and this bank has made a complete mess for me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23607
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/20, I initiated a {$180.00} transfer from this account to my checking account at another bank. On XX/XX/20, USBank for some reason identified this transfer as suspicious and froze my access to all funds in my USBank account. I contacted USBank by telephone regarding the freeze on my account on XX/XX/20, and USBank requested that I fax identity documents to verify that I am the rightful account owner. On XX/XX/20, I both faxed the requested documents to USBank and also uploaded a copy of my identification documents to USBank 's online portal that USBank has established to receive such documents. Following my XX/XX/20 fax and upload of identification documents to USBank, my USBank account remained frozen and I continued to have no access to funds. I again contacted USBank by telephone to request removal of the account freeze and USBank again requested that I fax my identification documents. On XX/XX/20, I again faxed my identification documents to USBank. However, my account remains completely frozen and I have no access to funds. I have contacted USBank by telephone repeatedly after XX/XX/20, and USBank still has not provided access to my account funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The following complaint was disputed numerous times directly with US Bank National Association. I have sent certified mail correspondence, emails to XXXX, XXXX XXXX, their executive and relations teams as well as their CEO. These were all filtered by their executive assistant ( s ). I received personal and sensitive information other regards to multiple other customers demonstrating their lack of transparency in their misdirections and lack of accountability in acknowledging errors on behalf of their team at the highest levels. I was a prior secured card holder that has long since been closed. I was contacted by them during a collections call with regards to a small balance reflecting due which I was under the impression again from their miscommunications was paid. The supervisor advised the account was being enrolled in Covid assistance and that my complaints and documented dispute would be notated on file and escalated accordingly with a follow thereafter. I received a response from this unscrupulous institution today in regards to the fact they pushed my account to the bankruptcy department when I continued call to follow up. Their rationale for such is that I advised if their MISTAKE was not corrected I would pursue legal action and wanted their arbitration contact and legal counsel which the rep refused to provide me with. This conversation took place on XX/XX/2020 days after my payment to pay the account off in full which took place of XX/XX/2020. They further stated that the findings are valid and it was investigated I need to provide additional information heres the information for you- I have been a customer for 6 years never once 30 days late. I advised there was a dispute on file. I was contacted by your Supervisors three times. They stated the account was on a 2 month billing cycle extension. Prior to the end of the 2nd month I paid this account in full completely. This was a very minute amount that I was clearly quoted capable of paying in a flash. My long standing history of never having a 30 day the multiple calls to me from your company including higher level supervisors. My payment physically clearing my bank when your office is not even open clearly shows you have your dates in error. My call on XX/XX/XXXX was to follow up as I advised the rep about my credit report error and that I previously disputed the amount due if you listen to the recorded call which will be requested in arbitration or trial the exact conversation was will I get th e money back if ruled in my favor and when will this be removed from my credit. The rep stated there is not much info being made available to employees from the executive level about covid so she couldnt tell me one way or the other at which time I advised if this ABSOLUTE error is not fixed I want legal or arbitration immediately. She scoffed got rude and I hung up on because her service much like the rest of your company was beyond reproach in a negative way. I dont owe you anything Ive never been 30 days late ever with you and clearly was advised this was on a two month billing cycle extension and clearly paid during 2nd month furthermore your untrained reps also stated you dont even report 30 days when I inquired you report after 60 days so go back to the drawing board provide the proper training. Give me your legal counsel information immediately your contract states request in writing I have requested it 21 times since XXXX XX/XX/2020 to include directly with your executive office. In case you were not aware you have an ethical obligation to do so. Im telling you again the information is absolutely inaccurate I have been very diligent with my arrangements prior to and since the arrangement. I have been referred to bankruptcy because I requested arbitration? Your policies are absurd- not even close go listen to all your calls I have been hung up on countless times your reps have been monumentally unprofessional and each of which stating something different with no clue what to say If this is not fixed yes I will exhaust every legal recourse because it is wrong you cost me signicant fonancial harm I have lost several limits and accounts because of this and I will pursue damages for time spent and impact. I will also be including the incompetence at the highest level and the compromised personal accounts of several of your consumers by XX/XX/2020 on various platforms. Highly unethical - YOU ARE WRONG at first I chalked it up as a simple error during a difficult time that happens even with the setbacks it presented to me unjustly your lack of action, attacks, lack of professionalism, clear history of never having a similar circumstance and the fact that this is clearly paid in 2nd month made it worse. Then it was reported 90 days late twice which you stated it wasnt and I proved you wrong on that it actually still is on XX/XX/XXXX as of XXXX pst XXXX XX/XX/2020 2020
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: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have not been able to go back to Ohio where I get my mail because of COVID and XXXX issued me new card and charged me a fee for it which I didnt know about. I have not been using this and for a long time and didnt even know about it. They are now saying I can cancel the card but still have to pay the fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43016
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: US Bank is currently reporting an unvalidated debt through a collection agency XXXX XXXX XXXX. I have reached out to US BANK and they do not have a record of the debt. I have contacted XXXX XXXX XXXX asking for validation of th debt and they have been unresponsive for 90 days. I have no knowledge of this debt, nor can US BANK or XXXX XXXX XXXX validate its grounding for payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A