Date Received: 2020-09-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a few different reference numbers from my requests. XXXX I was supposed to be hearing back from a regional manager XXXX with reference number XXXX. It has been a longer time and I haven't heard back. I called US Bank numerous times tonight. Multiple times before they even authenticated my account they said they could not help. There are parking lot lights out at the XXXX location. I have XXXX and it is hard to get around the at night to complete my banking. I called in tonight once and was told I was in the wrong department. I was transferred to another building and after the agent authenticated the agent disconnected the call. I called back and was told I would get a supervisor which went to voicemail. I called again and was again transferred to a supervisor by voicemail. The next time I called the representative said she could not help. SO I have no other choice but to go through the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Without any proper notice I was informed that my account was placed on restriction. I only found out because my card kept getting declined when I knew I had funds available. So I called them. I called and they informed me that the state informed them to do that due to the unemployment fraud. I was told to submit and Id/ss card for verification purposes. I did that I was then informed that it would take 3-5 business days for funds to be available after documentation was submitted. They do not have any physical branches, just online backing so I had no access to my funds. This has been over a month and not be able to utilize my money. After 5 days my card still was declining I called back again. They then informed me that it would take an additional 10-15 days to remove a hold. I never received proper notice in addition unemployment never said they allowed this. I was informed that the bank was its only institution. They dont operate together. Like US reliabank stated. Ad of today I still dont have access to my funds. Its been over a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was forced to get a USBank debit card for my XXXX money even after I signed up for direct deposit. I 1st noticed a charge for more money than my purchase on XX/XX/2020 that was for {$21.00}, my text alert said the purchase went thru for {$26.00}. The 2nd one was XX/XX/2020 where the charge was for {$80.00} and the text alert said {$96.00}. I tried several times to call US Bank Reliacard and wait times were too long and call kept getting disconnected every time I call. I even tried calling at XXXX and STILL couldn't get anybody to talk to. I had this debit card before and NEVER got text alerts saying the amount taken was more than the original transaction. A {$16.00} added amount is ridiculous!!! I didn't want this card in the first place and now I have to deal with extreme added charges coming from the unemployment money I had to wait almost 12 weeks for? I overlooked the {$12.00} expediting fee to get my card even though they didn't do what they were supposed to get it out to me in a timely matter. I don't want to use this card anymore knowing that added fees will be charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19958
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: my us bank reliacard provided by pua pa unemployment worked from XXXX til XX/XX/2020 they then froze my card without any notice when i finally got thru to them after days and hours on hold they said i needed to fax my ID and updated address which i did its been 2 weeks my account still frozen wont transfer my funds and pua pa says i have no outstanding claims
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: US Bank ReliaCard was issued to me to deposit my weekly XXXX payments from Pennsylvania. I would do bank transfers as needed. The last bank transfer I attempted was for {$2000.00} on XX/XX/2020. My ReliaCard account indicated it was indeed transferred to my bank account. On XX/XX/XXXX, the funds were still not available in my bank account, nor was I able to attempt another transfer, and the only thing I could do with my account was see my balance. It appeared my account was frozen. I contacted customer service at ReliaCard, and the customer service rep answered the phone by asking if I was unable to use my card. I said yes. He gave me a 10-digit ID number and a fax number and said to fax a copy of my driver 's license to this number with the 10-digit ID number on the same page as my license. I did so immediately after the call. A little over a week later I still had no use of my card and noticed the ReliaCard website had a document upload area, so on XX/XX/XXXX I once again uploaded my ID and 10-digit number and received the confirmation # XXXX after submission. XX/XX/XXXX, I still had no access to my funds so I once again called ReliaCard customer service and the woman I spoke to said there was a note attached to my account that stated my previously sent fax was too blurry and could not be read. She said the reason ReliaCard was doing this was to prove identity because there is so much fraud going on. She asked me to re-send it to a different fax number and to enlarge my ID by 200 %, lighten it and copy in black and white. I did this and it has been 24 hours and still no access to my card. How many times do I need to send my ID, and if they can't read it, then why can't they contact me and get it straightened out?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: US bank services are the worst I have ever dealt with my reason for this complaint is US bank did not file my dispute claims correctly and in doing so have added errors to my account by putting it in the negative and recharged me twice I have given them very accurate and all of the correct information on my claims that they need but by them not taking down the exact information I give them they put the wrong information in the system lie about them needing additional information as an excuse of them doing a horable job on my disputes all of this leading up to my account being in the negative {$45.00} and being recharged {$42.00} and {$35.00} none of this would have occurred if the claims department would have put the correct information in the system I would like a full investigation done against US bank for falling to give proper customer service and causing error to my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60201
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Card is frozen and unable to access money. Called XXXX number and was told it was due to a transfer from the card to our checking account which we did several times before with no problem. Tried to access through the App by entering the card number and the card number is no longer recognized! On XX/XX/2020 I finally got through to some one after being on hold for over 2 hours and was told to submit a fax to XXXX with card ID XXXX XXXX XXXX and copy of a photo id which I did and heard nothing. Called back and after being on hold for over 2 hours once again and was told the release should only take 24-48 hours. It's been over 5 days and the hold has still not been removed. Please help resolve this as quickly as possible. Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) I have sent multiple additional payments to USBank CLEARLY MARKED PRINCIPAL ONLY that were applied toward additional mortgage payments/interest against my clear and expressed wishes. I have spent numerous calls and hours with USBank, getting them to manually correct the problem, CFBP Complaint XXXX. USBank insisted I need to use their online payment system and that I can not send a check if I want to prevent this issue. I say it is illegal to cash a check CLEARLY MARKED PRINCIPAL ONLY and to use it to pay interest against my will. However, they changed their online tool to make it easier to make a principal-only payment and I was able to make it work, for a while. 2 ) I made an additional PRINCIPAL ONLY PAYMENT OF {$6500.00} that was correctly applied to principal, using the USBank electronic system, HOWEVER AGAINST MY WISHES, USBank TOOK AN ADDITIONAL mortgage payment, {$2900.00}, AT THE SAME TIME ON XX/XX/XXXX, for a total od {$9400.00} that caused my checking account to go negative, CFBP Complaint XXXX and XXXX ( second complaint filed because it took me a while to figure out the problem ). 3 ) I requested that USBank return the {$2900.00} unauthorized mortgage payment to my bank account ( XXXX ). I did not hear any resolution from USBank, so I reached out to XXXX about returning the {$2900.00}. They said that they could not return part of the single payment made on XX/XX/XXXX, but would have to return the entire {$9400.00}, to which I agreed. XXXX credited me the amount back on XX/XX/XXXX, in advance of resolution with USBank, given my good customer status. 4 ) On XXXX XXXX I received confirmation from XXXX that the money was refunded, and I subsequently made another attempt an an additional PRINCIPAL ONLY payment of {$6000.00}, from my XXXX account directly since the USBank system does once again does not permit a simple principal only payment but instead links it to a mandatory additional mortgage/interest payment. The payment was CLEARLY MARKED PRINCIPAL ONLY. However, once again, USBank applied {$2900.00} to a mortgage/interest payment, and the difference to PRINCIPAL ONLY, against my wishes 5 ) I called USBank once again to complain, and they stated they returned both the XXXX funds of {$9400.00} AND an additional {$2900.00}. However, my USBank payment history does not a ) reflect the refund to CHASE of XXXX nor the refund of XXXX, it only shows that I made the {$6000.00} PRINCIPAL ONLY payment, that they AGAINST MY WISHES applied they said I was late on my mortgage and they also charged me a late fee of {$96.00}. XXXX ) US Bank states they wired back to CHASE on XXXX, {$2900.00}, Par # XXXX, however it does not appear in my XXXX account, and this is not recorded in my USBank payment history. USBank now says it's my responsibility to find where the money is and that I need to call XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06437
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I have a mortgage with US Bank, they have placed a forced flood policy on the house because it was rezoned into a high risk area. The home should be grandfathered into a low risk area. I have sent the paperwork to US Bank multiple times, but they will not acknowledge it. I have continued making my monthly payments of XXXX while attempting to resolve the issue with US Bank. US Bank has not applied my payments, and has started making reports of late payments to the credit companies. I have asked them to remove the negative reporting and work with me to resolve the issue, they have refused. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70448
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: It was brought to my attention through XXXX and XXXX that US Bank is inaccurately reporting a debt. An origina student loan from 2008. They added this derogatory account and upon further research this account was paid and was never late. This account has been transferred and sold several times. According to the FCRA my rights have been violated. This company has a phone listed that is no longer in service. They have failed to validate such debt with my written signature.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A