Date Received: 2020-09-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Credit Card : REI Co-op MasterCard Issued and administered by " US Bank '' XXXX. XXXX XXXX XXXX XXXX, MO XXXX WebSite : https : //onlinebanking.usbank.com/Auth/Login Phone Number:XXXX Approximately two years ago we signed up for " REI Co-op '' MasterCard. The credit card is issued and the account is administered by US Bank ( Address : XXXX XXXX XXXX, XXXX XXXX, MO XXXX ). Almost immediately we noted problems with the billing services : the bank would NOT send a monthly statement, then add penalties, interest and fees to the next statement. This practice continues despite a number of complaints. The last conversation over the telephone with the " supervisor '' ( identified as " XXXX '' ) took place about 20 minutes ago. This time, despite the fact that we paid the complete outstanding amount of the bill, no statement confirming the payment was issued by US Bank, so I ended up spending inordinate amount of time waiting on hold to confirm that we are indeed up to date and I that do not need to make another ( duplicate ) payment. This attempt on the part of the bank to collect fees, interest, and duplicate payments because of duplicitous billing practices should be known to regulatory agencies and banking customers who consider doing business with REI Co-op and US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91403
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On Wednesday, XXXX, I went to a local branch of US Bank with the intent to close my Checking Account which had a balance of {$280.00} on XXXX. I was informed that there was a non-refundable 'Tax Levy Fee ' of {$100.00}, reducing my balance to {$180.00}. I was then informed that the remainder of the balance is placed on hold and was handed a copy of a letter to me dated XXXX -- six days after it was sent, which as of XXXX has not yet arrived -- explaining the actions against my account being taken by US Bank. The letter states that the remaining funds of {$180.00} will be sent to : 'Personal Income Tax on XXXX, unless we receive a release or changes to these instructions, ' presumably referring to the California Franchise Tax Board ( CA FTB ). Frankly, I was astonished by the turn of events, that I'm unable to withdraw any amount as the remaining balance has been marked 'Unavailable Funds, ' and further pointing out that 'This isn't the first time that I have been assessed this 'Tax Levy Fee. '' The other time was about a year to a year-and-a-half ago which amounted to two assessments, {$100.00} and {$46.00}, and there may be still others. I have since requested for documentation of all 'Tax Levy Fees ' assessed to my account on XXXX to be sent by mail to my address, and later I followed up on the progress and was told, 'Since I am reviewing five years of statements, I may not have the information in the 30 minutes that was initially given as an estimate. I may need until tomorrow. ' I am currently awaiting for that information from the teller followed by those documents to arrive. The teller, XXXX XXXX, offered if I wanted to talk to the Legal Department to resolve my account matters, to which I affirmed. Her first attempt, she was kept on hold for a long time and then she hung up and on her second attempt, Legal Department hung up on her before any conversation could ensue. So there was no possibility to a resolution to the matter which was a very similar experience of my past attempts to resolve the 'Tax Levy Fees ' issue before finally abandoning the matter, so shortly thereafter, I left the bank. For a long time now, I have wonder what exactly are these 'Tax Levy Fees ' which has been described to me as a 'bank administrative fee ' that has now totaled to well over {$200.00}, non-refundable. But what is the bank administering since I'm already working directly with the CA FTB to resolve my tax issues? And furthermore, why can't I resolve these issues with staff who are available at the bank? In the past, the CA FTB has provided proper notification of the status of my case or garnishment of any of my earnings. So it is perplexing to me that US Bank has assumed trying to resolve my tax issues, rather than me being able to control my own finances so I can resolve my own tax issues. In the morning of Thursday, XXXX, I had a conversation with someone at the bank 's Legal Department, and it was a meandering conversation that kept referring me back to 'Talk with the Tax Agency, ' presumably referring to the CA FTB. Well, I have been in conversation with the CA FTB and have my own plan which is in the process to resolve my tax issues. What I believe is happening is that this is an unfair practice on the part of US Bank to create unnecessary barriers to resolve issues on the spot that should be handled efficiently and effectively at the bank branch level. And in the process, it has left me with fewer options to handle my finances by assessing questionable fees multiple times and blocking access to my account, especially in light of a global pandemic via Covid-19 and the resulting economic downturn, to meet the bank 's ends.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is a matter that was requested for remittance from US Bank to XXXX XXXX, and it was organized as remitted to US Bank and was not received at XXXX XXXX, So it is a concern about loss of remittance. 1 Remittance request date ; XX/XX/2020. 2 From US Bank to XXXX XXXX. 3 Amount ; {$1200.00} 4 I have many time calls to US Bank, but the calls is not possible. ( US Bank Customer service XXXX & XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19454
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint stems from a previous complaint filed against US Bank, complaint # XXXX. US Bank froze our line of credit due to a subordination agreement on a refinance that was not closed on. Due to our complaint, US Bank contacted us stating if we provide a letter from the closing company that the subordination agreement was not enforced nor recorded, that they would lift the freeze. We, in accordance to what they requested, provided the letter to US Bank from the closing company, but the freeze still remains in place. Furthermore, we were not given direct contact information for the person handling our complaint, thus rendering us incapable of directly communicating with anyone who directly knows what is going on with this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Advertising
Subissue: Confusing or misleading advertising about the card
Consumer Complaint: Company has given me multiple versions of when my account may or may not be unfroze. I sent in all the appropriate documents the company requested and was told wait one hour call back that was a lie so next person said wait 24 hrs and call back another run around and lie. So since XX/XX/XXXX my account has been frozen with my only means to live along with it and all I've been told is a different version of nothing since that day and it takes five days to get a fax according to reliacard, but just two days ago I called again and finally the fax was received with my new message being that they will be looked out in 24 to 48 hrs well today I called with a man saying don't get stressed it's no big deal well sir I'm about to be homeless, and I keep being told ten to 15 days but seems like when that time comes it's well five days for this five for this or we don't do anything but read the screen and then get told they reserve the right to not renew my card and when I ask on what grounds they say idk I'm not in the investigation dept. I just want to pay my bills and not be told when I ask if no new card is given what happens to my money and they answer idk I don't work in the investigation dept. Then what can't I talk to that dept. I have done all I can do to prove who I am and do all I can do for a reason that is still unclear to me. So do I keep filing my weekly claims and take the chance of not getting it ever or do I borrow money to open a bank account and at least gety checks sent direct deposit. Bad enough it cost me XXXX bucks I didn't have to send the fax to the prepaid card. Who are these people. I've seen a lot of this with this card. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Im not sure of the exact date but on or around XX/XX/20 my card was locked. Due to excessive hold times it took me a few days to find out why the card was locked i was told due to identity verification which makes no sense having be the government has already verified me and i had the card for months. I have sent my id documents several times both by fax and by the XXXX upload documents at XXXX. To no avail. I am writing this because I am very displeased with US Bank XXXX and unsatisfied with not only the fees and inability to find free atms in my area but also due to their terrible customer service, hold times, hang ups and inconsistency amongst staff. I have never had to dispute any transactions, deal with fraudulent purchases, replacing of debit card or rude ignorance and changing information among customer service reps with any other bank or prepaid debit cards. All of the issues Ive stated plus more that i dont find tasteful to even bring up. Im not one to complain but after three times having to have a new card sent, waiting to be able to use my own emergency funds twice for over twelve days, not to mention being on hold for hours repeatedly before the issues were resolved. This last time that I ordered a new card I was finally made aware that it could be shipped overnight for a {$15.00} fee. Something that was never mentioned or offered the previous two times. One time my card was cancelled and shut off due to the application opening in my purse and miscellaneous buttons being pushed at random. Another time due to a service I never used charging my account for a food delivery to an address I cant even find out to learn who and how my card information was leaked and used. I am not comfortable nor do i feel my private information is safe with this company I dont want to continue to rely on XXXX to keep my money at hands reach my information safe and not constantly worry that ill go to swipe my card and it not work AGAIN that ill wait on hold for hours AGAIN and have to have another card shipped AGAIN for reasons no fault of my own. Thank you very much for your time and for listening to my concerns and complaints in regards to XXXX and us bank. I would rather wait a few more days to receive a check that only i can cash and know my money and information is safe then ever rely on XXXX ever again. No one should be forced to use such a unreliable inconsistent company. Thank you XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a new us bank account XXXX XXXX. I received my card and the first transaction ever I attempted to XXXX {$100.00} but was unable. I called us bank customer service and was told my account was frozen for suspicious fraud and I needed to contact a e fraud rep and resolve the issue with him. I called the representative and he Explained me he can not tell me why the account was flagged but advised me to go into a branch and show my ID but as of that day my account would be frozen and I can not access any funds until I can go into a bank with identification. So today XX/XX/2020 I went into the blue diamond location and took my PASSPORT, XXXX SHERRIFS CARD ( which has my name, dob, and photo on it ), MY INDEPENDENT BUSINESS LICENSE, MY HOSPITAL DISCHARGE PAPERWORK, MY XXXX XXXX, AND MY XXXX bill. The manager proceeds to take copies of all my documents and informs me she will not allow me to access any funds until she speaks directly with the fraud rep and tell him I was able to be verified. The rep mark is off today. I asked her if there was someone else in that same department we can call so I can withdraw my funds before I leave. She told me NO and she was not going to repeat herself and told me i have to wait for mark and her to speak to release my funds and unfreeze my account. So I left the bank on years because ITS ALL THE MONEY I HAVE! So I left the branch thinking maybe in a few hours I can go withdrawn my money to get groceries and pay some bills. I get a call 20 minutes after leaving and the fraud rep said nope you cant have any of this money cause this isnt you and you dont look anything like the identification provided. What? I dont know what to do, they refuse to close the account or send me any funds. They stole my money and discrimination against because my last name is XXXX and Im a XXXX XXXX. The fraud rep treated me like some criminal and told me to go get a real job instead of scamming people. I need help. I am considering retaining an attorney to sue this branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: US Bank Reliacard is in violation of Reg E. There are security issues with Reliacard. I gave had to get replacement cards and pay rush fees. US Bank Reliacard violates Reg E by not investigating my fraud claim, and simply closing without investigation to avoid giving provisional credit and to avoid investigating. Twice now, the card has been compromised with XXXX transactions that I did not authorize. Reliacard complied with Reg E the first time fraud happened and they resolved in my favor. However, US Bank Reliacard did not stop XXXX the second time and did not notice the fraud. The exact same circumstances occurred again with XXXX, and I tried calling them but it took two days to reach US Bank Reliacard. The fraud was reported on XX/XX/2020. Despite knowing that I've been the victim of fraudulent XXXX charges in the recent past, this time, US Bank Reliacard did not even investigate and did not provide me with provisional credit within ten business days in accordance with Regulation E. The investigations can take up to ninety days, but to avoid complying with Reg E, US Bank Reliacard closed it to avoid investigating and to avoid provisional credit. US Bank Reliacard found XXXX charges were fraud and resolved in my favor a month earlier, yet they ignore the preponderance of evidence and don't even investigate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I received six Visa Debit cards issued from U.S. Bank ReliaCard Each card is issued to a separate person, but all mailed to my home address. I received these cards in the mail on XX/XX/2020 XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The account in question in discussion is US Bank Account # XXXX the issue at hand is a late in XX/XX/2020, Back in XXXX I was sick with XXXX I tried calling to defer the payment and could not reach anybody at US Bank. When I was well enough to work I did make the payment immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A