Date Received: 2020-09-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: the company I am having an issue with is US bank relicard. On XX/XX/XXXX XXXX my card was frozen due to them suspecting fraudulent activity. I called them on XXXX XXXX, and XXXX and held on line for 2 hours each time just to be told to fax Identification in which i did and I uploaded the file to my account on the website. I explained to them I was sick and I authorized the transfers to my daughters account because she had to pay my bills for me and also come get me after I was released from the hospital on the 5th due to a battle with XXXX. I have been out the hospital a week and a half with no medicine because I cant afford the co pays because I have no access to my money. I submitted everything I needed and still can't get an answer except its gon na take 10-15 days to unfreeze my account. I am XXXX years old with XXXX that needs to be treated and they seem like they don't care. My regular bank would not have put me thru all this. I appreciate any help you can offer I just want access to my money so I can get my prescriptions and get well again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 174XX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I called numerous times for the last month in a half to have my relia card unlock. My card was locked on XXXX XXXX2020. I called and told them I was in Florida and they were supposed to put a travel exemption in so I can use my card and they didnt. They locked my card. They told me I need to send in a valid iD which I did over 5 times. Then they told me I needed to send in a Pennsylvania ID I did that as well and they still wont unlock my card. Every time I call to see whats going on they get rude with me and hang up. I was told it take 3-5 days to get my fax and its been way over that. I cant pay my bills or get my medicine because they have my card lock and they have all the information they need. I stay on hold for 3-5 hours only for them to keep hanging up on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 174XX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: 1. USBank plays favorites. My lease buyout with XXXX XXXX is {$24000.00}. At XXXX XXXX it is {$32000.00} because they don't have a relationship with USBank. That is punitive to both XXXX XXXX and me. If I choose to deal with XXXX XXXX I have to pay the lease off with my own money. 2. USBank doesn't allow payoff by XXXX XXXX or ACH. They require a personal check, Cashiers Check or XXXX XXXX. I XXXX my check with the required payoff and documentation to USBank. They received it at XXXX XXXX on XX/XX/20. The check has still not been processed 8 days later and they tell me when they do cash the check there is a five day hold on the funds. Then they process the title. This process could take a month. It should never take over 5 days. In the meantime the trade in value of my truck has gone from {$31000.00} to {$30000.00} XXXX XXXX Offer ). This process is punitive to me to all lease customers. 3.I have spoken to at least ten employees, 2 supervisors, and have left messages with an operations manager. None of them could tell me how or to whom to complain. There is nothing on any USBank Website that I could find that allows me to make a complaint with them or CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I signed up for a Usbank checking account as the result of a solicited offer of {$300.00} bonus if I met certain criteria within 60 days. I met all requirements but Usbank refuses to honor advertised promotion even though Usbank states they have no doubt that I received the offer. There excuse is that the code wasn't included in the application even though the Usbank website stated the promo code would automatically be entered as I proceeded through application web pages. I contacted Usbank but they refuse to honor their terms even though I said I could provide screenshot of the terms. Correspondence can be provided and also can be posted publicly to provide proof of my claim and Usbank 's refusal to honor their promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84120
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just got off the phone with US Bank, per my statement is still not generated for my XX/XX/XXXX due date, and I'm in the middle of a refi and need that statement asap. I was told the statement will not be generated until XX/XX/XXXX for a due date for XX/XX/XXXX. The last statement that was generated was on XX/XX/XXXX. They are not giving there customers expectable time to make there mortgage payments, and for others trying to close on refi 's there holding everything up. I'm in no way in a position of being delinquent, however for others out there this is completely unacceptable. Giving there customers 12 days from cycle to pay is unacceptable and should not be tolerated. Most people won't even receive there statements until maybe the XXXX - XXXX, seeing the XXXX is a Friday. I wanted to bring this matter to someone's attention so that it can be addressed. It is not fair to those that are struggling right now and depend on there statements to budget there finances. I can be reached at XXXX if there are any questions. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95624
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
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 a ReliaCard from US Bank, which is designed to convey unemployment benefits from the State of Colorado to the recipient. I am age XXXX, retired, and have not applied for unemployment benefits. It does not look like a fake card ; it looks very real. I read on the internet that there are scams afloat that send these cards to seniors in order to get money from them, and this is my chief concern. I have not activated my card. I can not contact the bank because the line goes dead every time I try to call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80910
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I called us bank in regards to direct deposits coming into my old closed account and needing a form to transfer such said funds into my new account. I was directed on 3 occasions even prior to coming to the bank that I could come into the bank and have them process the form the same day rather than do it through customer service which could take up to 3 business days. When I arrived at the XXXX branch on XXXX in XXXX illinois, the representative was very rude and nasty and showed obvious discontent by rolling her eyes at me when I asked for help. When I asked to speak to her supervisor she refused to let me speak to the supervisor then the branch manager called security on my who made threats to me and cursed at me in front of my children and family. They refused to respond to the customer service matter or have a manager contact me. When I called customer service to verify the information I was told by a supervisor that I was indeed informed correctly that the bank should have been able to process the form directly. Later that day I actually had someone call me from a branch and process the form over the phone. I would also mention I waited over two hours in the drive they line to receive such vulgar and incompetent service. I also filed an internal complaint with their customer service which has been ignored and not responded to. I called the regional director of the bank branch she also has not returned my phone call. This is unacceptable for this refusal of service and hold of access to my account. I would request the video be pulled from both sides of the drive thru window to show that even as I was being polite initially to the representative she was rude argumentative and rolling her eyes was beyond disrespectful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have received a prepaid card which I am unable to use because the transaction keeps getting declined. There is only one way to contact the company ( by phone ) and for the past two months they " have been experiencing extraordinarily high call volumes '' and never pick up the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75455
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Tuesday, XX/XX/2020 my wife and I deposited a large personal check into our Package Money Market Savings Account at US Bank 's XXXX, Minnesota location. The teller put a large deposit exception hold on the deposit. While we did not need the money, we told the teller when she informed us of a hold due to the amount deposited, that her position was in error. We discussed Regulation CC governing the availability of funds deposited in checking accounts and the collection and return of checks and re-iterated that this was a savings account. We further explained that under 12 CFR 229.2 ( a ) ( 1 ) the term Account specifically excludes savings accounts. The tern does not include savings deposits or accounts described in 12 CFR 204.2 ( d ) ( 2 ) even though such accounts might permit third party transfers. We pulled up the deposit account disclosures on-line to try and figure out what kind of savings account we have and why it would be subject to Reg. CC holds but have been unable to figure out the why. The Funds Availability section of your disclosures indicates that, " the funds availability policy applies to deposits into both a checking account and a savings account. '' We do not understand why. The deposit contract clearly points out that " U.S. Bank reserves the right to require seven days notice before any withdrawal from a saving account, '' which is part of the definition of a savings account found in 12 CFR 204.2 ( d ) ( 1 ) and ( 2 ). Based on what we have read in the bank 's deposit account disclosures, it indicates that they have the right to delay availability of funds deposited into a checking or savings account made at a branch or ATM ; however, we are unable to locate anywhere in 12 CFR 229 where this is permitted for savings accounts, which also includes money market accounts. Both my wife and I are currently in the regulatory compliance business. And we have been in the banking business collectively for over 50 years. Again, we did not need the funds, so we were not harmed : however, when we attempted to file a complaint with the bank we were unsuccessful in locating anywhere online to complete a form. Because of this, we felt it was in our best interest as well as the banks to go through the CFPB. This appears to be a systemic issue due to the disclosures. Had the bank 's website been more user friendly and included an avenue for filing a complaint we would have gone directly to the bank. As it is, the website does not appear to have a portal for consumer complaints, which a reasonable consumer can navigate to ( possibly one click away - i.e. Contact us ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84040
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX I attempted to transfer funds from my card to my bank account. I have done this same transaction to the same bank account on 2 occasions before without any issues. This transfer shows as completed on the USBank Reliacard site and the funds are no longer in my card account, but never made it to my bank account. I waited the 5 business days it said it may take for the transfer to process, still nothing. After over 30 attempts to get someone on the phone - numerous hang ups after hearing " we are experiencing exceptionally high call volume '' - I spoke with a representative. They informed me that the transfer had been canceled. When I asked what happened, they did not have an explanation. When I asked why the funds were not returned to my account, they also did not have an explanation. I attempted to get a supervisor on the phone but they refused. I was told to contact the unemployment office. This issue has nothing to do with the unemployment office. The unemployment office deposited the money in the card account as they have done previously. I attempted to move it to my bank account as I have done previously. USBank canceled the transfer, never notified me, has not put the money back in the account, and can not provide any explanation as to how I can get my money, or complete the transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19348
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A