Date Received: 2020-08-05
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I called 3 times and spoke with 3 different agents. I cant remember the first one but the second one was named XXXX and the third was XXXX. They wait time wasnt a problem which was 2hrs 30min per agent XXXX informed me that she would love to activate my card and transferred me to the automated systems XXXX told me on the last call of the day at XXXX that my card was replaced by US BANK RELIACARD OR US BANK NATIONAL ASSOCIATION for no apparent reason I already had a card ending in XXXX why would she not inform me in the beginning that my card was replaced did she not review the account notes? Also XXXX was rude and over talked me on phone she didnt really seem confident in the information she gave me. Why would I be put in an inconvenience like like no one could inform me someone dropped the ball. I need and explanation to what happened how could this happen and no agent could inform me or tell me the truth
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: US Bank issued Mastercard double charged me for one purchase on XX/XX/2020. They admit this was an error that they caused, but they still have not reimbursed me for the second charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60091
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Hello CFPB - I am having an issue with US Bank regarding my checking account I hope you can help me rectify. The issue I am having has to do with several overdraft fees of {$36.00} a piece which US Bank has charged me even though my account has seamlessly stayed in a positive standing. There is a total of 4 fees at {$36.00} a piece that I am concerned of and I contacted the bank manager of US Bank ( XXXX XXXX ) on XXXX XXXX in XXXX Arizona In regards to this matter on XX/XX/2020. I explained to him how my online banking shows proof of my account never falling into delinquent status and that I dont see how I should have been charged these fees. 3 of the fees in question were charged to my account on XX/XX/2020 because manager states the 3 charges prior to that made my account fall into a negative status. The 4th fee in question was charged on 5/6/2020 because the charge before that allegedly made my account fall Into negative status. I informed the manager that my online banking account does not indicate what he is saying is true. My online account shows my balance before and after the charges In question and that my account was always in good standing. XXXX asked me if I could screen shot my online banking account statement and email it to him and that is what I did. He looked at my checking account statement from my online banking I sent him and he told me that there were discrepancies from what my online banking account balances were showing and the balances that US Bank had on their end. I asked him how could that be possible? He told me he was not sure and he would look into the matter and get back to me the following day. The next day XX/XX/2020 around XXXX XXXX I had not heard back from XXXX so I decided to give him a call. When he called me back shortly after that he aggressively told me that what my online account balance states is basically irrelevant and their statements Indicate I went overdrawn on my account and all the fees will stand. I really hope you can help me get through this situation with US Bank please. I feel like I am being take advantage of and i am a victim of fraud. I am happy to provide me online statements for you and anything else you might need so you can see what is being done. If what US Bank shows on their end indicates my account fell Into a negative status then this means that US Bank is showing me a faulty balance and keeping a different balance only they can see behind the scenes which would allow me to unknowingly fall into negative status while allowing me to think I am in a positive status. Either situation that is happening is fraudulent and they should not be able to manipulate money out of customers like this, especially In a stressful time which is what we are going through right now. Thank you for taking time to hear my problem and I hope to hear back from you soon. Please let me know any documents I can provide you. Regards,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85396
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received an unsolicited credit card from US Bank in the mail on XX/XX/2020. I made several attempts to contact US Bank by phone to complain and cancel the card. But, the wait times are so long it is extremely inconvenient. I resent the fact that US Bank can send a credit card to someone that has absolutely no contact with the bank. The potential for fraud if this card were to fall into the wrong hands is enormous. My potential liability through no fault of my own is unacceptable. I have worked hard all my life to maintain a spotless credit rating and the potential this unsolicited credit card represents to do harm to my credit rating is also unacceptable. I do not nor have I ever had any account with US Bank. I do not want this credit card. But most concerning is that this type of practice of sending an unsolicited credit card to an individual is legal. This practice should be illegal and US Bank should be held responsible for consumer fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
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 debit card in the mail that I didnt order and your agent on the phone posited that it is for unemployment benefits but I am 100 % employed so not sure what I can do to stop this. Usbank does not allow you to talk with a person they send you to their website and their website is very basic and doesnt let you do anything. I still dont know what to do to stop this card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my mortgage with US Bank since XX/XX/2016. I pay my monthly payment each month. Apparently in XXXX, my payment increased from {$1500.00} to {$1500.00} due to escrow or something. I didnt receive a notice in the mail. ( Im not saying they didnt send me something, I just did not receive anything. ) Honestly, I question the timing and increase considering it all happened around the same time others became unable to pay their mortgage. My payments are automatically sent via bill pay from my bank, so my payment for XXXX was sent over and it was apparently {$30.00} short so they placed it into a payment in suspense account and assessed a late fee, as they would not apply it to my bill. In XXXX, they received my payment for {$1500.00} and applied that to my XXXX balance and took {$30.00} from the payment in suspense. Applied another late fee because they said I didnt pay my XXXX bill. This went on and I tried calling them weeks ago, but wasnt able to get in touch after waiting on hold for 45 minutes. I finally got ahold of them today and it took me over an hour and four different associates to reason with them to waive {$200.00} in late fees DURING A PANDEMIC because apparently my payments were a bit short. I told them I would be happy to pay the difference right then, but their portal does not allow partial payments. Its ludicrous they are treating people like this during a pandemic. I am very fortunate and I am able to pay my mortgage and I was able to reason with them, but others might not be. I warned them I would be reporting them for this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: i was told by us bank credit card that i was under covid 19 with them. i was under the understanding of covid protected your credit score with no negative report and payment was differed or ok not to be paid. well come to find out that all their covid was to prevent late fees. the lady I've been dealing with for at least three months said she has no idea how us bank is reporting account to credit bureu. never was there anything mentioned about this being reported as a missed payment now that I've found out what they have done it has destroyed my credit. this is wrong and misleading info that they give on the phone. this is no help and these people that work their lie about they know nothing about how these covid cases are handled and reported to the bereu
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 512XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: What to Do if You Get an Unsolicited Credit Card I received a U.S. Bank ReliaCard to my home in XXXX OR. It was supposed to be for benefits from the Colorado Department of Labor and Employment ( CDLE ) I filed a fraud report with the organization and called U.S. Bank Fraud Department and was told they would look into it. I have excellent credit and am XXXX. I never lived or worked in the state of Colorado. How can I be sure that this will not affect my credit or IRS information. I file taxes in CA and just paid for 2019 quarterly taxes. How can I find out if my information was fraudulently altered? How can I be assured this account is closed? I have put a freeze on all my accounts with credit monitoring agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: My card got locked for " security purposes '' when I tried to transfer money to my bank account in the beginning of XX/XX/2020. I called to resolve the problem and they said they needed ID verification and gave me a number to fax it to and my card ID to identify my account. I sent it twice after seeing my account was still locked after almost 2 weeks. I called back again and they said they would request to find the fax. I gave them the time and date of when I sent the last fax which I believe was on XX/XX/2020. They said it would take around 5 days to retrieve it and unlock my account. I called back a week after and my account was still locked. When I asked again what else I could do, they hung up on me. Almost every time I called I waited from 35-50 minutes for an answer and some of the times, it sounded like someone hung up before even answering after around 40 minutes. I wrote a letter possibly 3-5 weeks ago explaining the issue and asking for it to be fixed along with the confirmation paper of my last fax in XX/XX/XXXX that showed the picture of my ID, yet my card is still unlocked. I called earlier and was on the line for 44 minutes waiting for an answer just to have the call disconnected as if someone hung up again, when answering. This problem has been going on too long and I don't find any other solution. Attached is a picture of my drivers license.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I've chosen what I think are the most accurate choices to categorize this complaint but to be dead accurate, this complaint is related to US Bank incorrect handling of my Payroll Protection Program application, their lack of information, details, protocols and processes when handling the application and their now refusal to handle the resolution of the matter. As a matter of fact, they were so inept at handling these applications, they didn't even realize they had 2 applications open under my name and didn't even seem concerned when I informed them of it. My original PPP application was submitted on the first day it was eligible to do so through US Banks ' PPP Portal. As the process moved forward through the entire month of XXXX, I was originally offered a loan amount that was nowhere near what I qualified for ; I was told by the US Bank associate that my accountant sets the loan amount which is incorrect and then was further told to accept what they were currently offering and to then submit a second application during the second round which also turned out to be incorrect guidance. To further confuse the matter, there were several people working on the applications and I received several emails requesting information that I had already submitted ; it was evident they had no clear dedicated team or process to handle these applications with any efficiency or accurate knowledge of the program. That original PPP application was funded on XX/XX/XXXX for {$5400.00} Based on US Bank 's direction, I filed a second application and went through the entire process throughout the months of XXXX & XXXX. I encountered the same issues as I listed above but eventually was able to work w/ one individual who I would say was going above and beyond what was expected of her. I completed the process with her and was informed that the now accurate number of a PPP Loan in the amount of {$95000.00} would be closed and funded ; at no time was I informed that there was a possibility of the application being denied. I received notification the XXXX week of XXXX that my second application had been thrown b/c I had already received a loan. I contacted the SBA and inquired with them and they did confirm that guideline but also notified me that US Bank is responsible to amend my original application to correct the appropriate amount and that they should fund my PPP Loan in the correct amount. I immediately took this information to US Bank ; after a week or so and on XX/XX/XXXX I was told to submit an email to their PPP email address which I assumed goes to the people directly responsible for handling these loan applications and assumed this was the necessary step for them to begin amending my original application. That was not to be the case, I immediately received email stating that they were for all intents and purposes done handling the applications and I should now deal with their Business Service Center or contact SBA. I did both ; their Business Service Center just sends you from one web page to another ultimately ending up w/ the SBA . After contacting my local branch to see if they could get me any answers, which they couldn't, I contacted my local SBA office on XX/XX/XXXX. I was informed by them that IT IS 100 % US Banks responsibility to contact the SBA and initiate the amendment process, they are just simply refusing to do so. The SBA associate told me they are receiving a lot of those complaints b/c it is a process they have to perform and they simply do not want to dedicate any personnel to this process but that I need to continue to contact them until someone decides to handle this issue the proper way, I have yet to be successful. I have spoken w/ other financial institutions relaying my situation and they have all confirmed what the SBA had informed me ... ..US Bank is 100 % responsible to amend my first application and bring resolution to this matter. During this entire process, I received email communications from US Bank through a secured server and have been unable to retain them to include in this complaint. I have taken screen shots of any and all emails I was able to obtain to establish the in depth amount of communication that took place and the entire time, my applications were handled incorrectly and US Bank was negligent in the way they ran their PPP Loan Applications. These attached screen shots will also support my stated timelines. In closing, I want US Bank to be forced to do what is right and amend my original application and fund my PPP Loan for the appropriate amount. This program was to help small business effected by the Covid Virus. I am in the XXXX XXXX XXXX and the day they suspended all XXXX XXXX, I lost my ability to make a living and now I am being denied by US Bank what the government out in their hands to help small business. I look forward to a prompt reply too this complaint. Respectfully, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A