Date Received: 2020-09-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Monday, XX/XX/XXXX US BANK/ Reliacard , issued a hold on my Maine unemployment benefits debit card for no specific reason. They did not notify me. I found out by attempting a purchase. I called and was instructed to fax a copy of my driver 's license, SS card, and W-2 from XXXX. I did so on Monday XX/XX/XXXX. They claim that it will take 10 to 15 biz days to reactivate my card. This is absurd. Their manager was until to help expedite. I am unable to pay my rent due to this inompetence. They are holding {$2500.00} of my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 049XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: US bank closed my account without any notification and I did not receive the refund for the remaining balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX @ XXXX, I deposited a check from my insurance company that was endorsed by myself, my husband, and our mortgage servicer for {$5100.00}. I received a printout of the deposit which included a picture of the front of the check. The deposit slip, although showing the front side of the check, listed the deposited amount as {$5000.00} ; {$100.00} short of the full amount of the check. On XX/XX/XXXX, I went to my bank ( US Bank - XXXX, IA XXXX ) to alert them the amount scanned by the ATM was incorrect. It is important to note that my bank does not take calls nor has an open lobby during the pandemic ; all transactions are via drive up only. On that date, XX/XX/XXXX, the teller took my name and a copy of the deposit receipt, then informed me that the branch manager would call me that afternoon. I received no call. On XX/XX/XXXX around XXXX, I tried to pay a utility bill using my debit card and it was declined. I checked my balance and was alarmed that the deposit was reversed and my account was now overdrawn. At XXXX I went to my bank and sat in the line at the only open window for 20 minutes. Once I was able to get to the teller window, I again, addressed the incorrect amount scanned by their ATM, and now, inquired into the reversal of the deposit altogether. I was informed by the branch manager, XXXX XXXX, that my mortgage company did not endorse it, so the check had been rejected. I informed the branch manager that my mortgage company HAD endorsed the check. XXXX said I had two options given they, US Bank, did not own the ATM machine in their parking lot that, ironically, had the US Bank name on it. The options stated by the bank manager were as follows : 1 ) wait for the ATM company to issue me a " certified, legal '' copy of my check to which I could bring back to my bank for them to inspect as to whether they would cash it, or 2 ) have my insurance company reissue a new check, which would then be 3 days in the mail from my insurance company, then another five for my mortgage company to endorse and return to me to go through the same process. Another important note is the derecho storm we had here in Iowa that originated the insurance check in the first place. This insurance claim check was to pay for the removal of a huge ash tree that is leaning toward my house, as well as, the neighbors. The way in which US Bank handled our check is unacceptable!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Last Thursday I received a letter that all of my US Bank Credit Cards are closed. Letters stated your account has been closed effective immediately. Our decision was based on the following principal reason ( s ) reasons listed are credit history related. When I called the US Bank representative I was told that my account was closed Due to the Extra Risk to the bank because of my purchases. It completely contradicts what is in the letter. I have more than {$2000.00} worth of flex points, what US Bank actually did is instead of allowing me to use my points they closed an account with no option to use them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I called XXXX to place my card as lost. I don't know where my card is and need a replacement. After 1 hour 24 minutes supervisor told me that my address had not been updated and that I would need to call back in 8 days to request replacement card. I advised representative/supervisor I called and updated address over a year and half ago and would like confirmation of our phone call. Supervisor XXXX employ ID XXXX stated he isn't authorized to sent confirmation of anything about card. He then stated he would send information through mail but it would go to old address. He then proceeded to tell me they have no ability to send information or confirmation of transactions to customers. This is unfair business practice of waiting for almost two hours then to be told the original address change never took place and a second call would be needed to replace card. Advised supervisor I need verification of this phone call to ensure this card is deactivated. He stated he can't send this information. Asked for address : XXXX XXXX XXXX XXXX, Florida XXXX is address was provided. Customer service through this bank is the worst I've ever experienced. I've requested card to be deactivated and will not use this bank or refer this bank in the future. Unfair business practices to consumers. Refused confirmation of any call or change completed after over an hour on the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97502
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) I entered a one-time principal-only payment into the US Bank mortgage payment system of {$6500.00}. This appears correctly in my US Bank account. This is in addition to my {$2900.00} standard monthly mortgage payment. 2 ) The wrong amount was taken from my XXXX personal checking account. {$9400.00} was deducted ( in addition to the standard {$2900.00} mortgage payment ). As a result, my XXXX account is now overdrawn. 3 ) I have had multiple issues with the US Bank online system, which I have reported to CFPB in the past. I tried once again to contact US Bank by phone using their listed office hours from their website, but an online message stated they were not open. I sent them an email instead, but do not yet have resolution.
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: 2020-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: So I was thought I was booking a home for vacation, I sent the money through XXXX with my bank app, u.s. bank. And it was a scam. After I sent the payment I got another message from another person saying it was a scam. So I went to my bank 20 minutes after the transfer to see if there was anything I can do and they claimed we couldnt. On XX/XX/XXXX I sent {$1100.00} through my XXXX with my banking app Im sending over a copy of the agreements that was sent. I have signed copies on my end but theyre at home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-30
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I leased a XXXX XXXX XXXX with US Bank. I have returned the car almost 2 months back. Have not received the deposit / excess payment I have done of {$5500.00}. My account number is XXXX. My Name is XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This complaint is in regards to three employees a part of the US bank branch in Ohio who are a part of the US bank enterprise unit. Today Sunday XXXX XXXX I became aware that XXXX XXXX XXXX as well as XXXX XXXX XXXX XXXX XXXX XXXX XXXX requested for my newly opened US bank account and temporary card which had my funds on to be blocked. The actions that they have acted on were very inconsiderate of the stress that they have caused me. While on the phone speaking to different reps. For hours regards to this matter a representative was able to come to the conclusion that XXXX requested to be the only one to be able to release the hold and not be available to contact on Friday, Saturday and today Sunday. All today XX/XX/2020 I have been talking to reps. At US Bank trying to research why those employees above requested for my funds to be marked as supposedly claiming " Fraud '' to purposely caused me distress and not be able to access my funds. I'm highly upset with this matter and want serious action to be taken against those three employees who have caused me such unnecessary stress during an already tough time for everyone. In the final research that the employees did via over the phone they were able to discover that XXXX XXXX XXXX had put in notes that my previous charged off account was not paid for which is inaccurate information. The previous charged off account was paid for in full in cash at a local US Bank branch located in my resigned State of XXXX California. I was also provided with documentation that shows that the payment had been completed and accepted on XX/XX/XXXX of 2020. Now is not the time for employees like XXXX XXXX, XXXX, XXXX XXXX XXXX along with XXXX XXXX XXXX. To not do the necessary process of research before making a claim all of these issues could have been avoided if they had taken the important steps to do research. Mistakes like such should not have taken place at all especially during these unpredictable times. And considering that us bank is a financial institution a MISTAKE LIKE THIS SHOULD NEVER TAKE PLACE.This very stressful situation has changed my whole experience and perspective on continuing banking with US bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
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: In XX/XX/2019 a payment was made through my bank bull pay system which was confirmed but in error never processed and I was never notified. By the time aware, payment issue resulted in late pay being reported. I have attempted many times now to have someone at Elan understand that while not their error, it was a bank error to which my bank admitted and provided a letter. I am only asking that someone at elan understand the issue, realize this was not a customer error, and in understanding the situation remove the late payment reporting. I have never had a 30 day late payment prior nor since. Elan did reverse a late payment charge, but that does nothing to update the impact the late payment reporting had on my credit. I am simply asking that someone at Elan take the situation, understand this was a bank error in processing my payment to them, see that I have never been 30 days late before ir since, and decide to take the appropriate and sensical steps to remove the late payment reporting caused by the bank error which the bank confirmed in the letter sent by them to provide to elan attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A