Date Received: 2020-07-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received a letter in the mail with an attached US Bank Cash+ Visa Signature Card that was stated to replace my current US Bank Visa Platinum card. My current card does not expire until XX/XX/XXXX. The wording on the top of the letter states : " Congratulations, your account has been upgraded to a new U.S. Bank Cash+ Visa Signature Card . '' For clarity, I intentionally do not carry a rewards card as I am familiar with interchange fees and try to consider my small, local businesses whenever possible. I am also employed by, and work very closely with, a small business owner. I see exactly how much extra money goes out due to processing rewards cards vs. regular credit cards. When I called US Bank to figure out what was happening, I got several responses ranging from " Your current card is no longer offered '' ( It is currently advertised on their website ) to " We do automatic upgrades for cards that have been inactive for 2-5 months '' ( My last activity on the card was a purchase on XX/XX/XXXX for {$970.00}, a purchase on XX/XX/XXXX for {$94.00}, and a purchase on XX/XX/XXXX for {$67.00}. These were all paid off within two weeks of the purchase date and none fulfill the claim of 2-5 months of inactivity. When I asked if I could simply not use the new card for the reasons stated above, I was told that the change affected the account and not the card itself. So, while I received no communication, submitted no request, and gave no approval or permission, my current card was changed to a rewards card in early XXXX. When I asked them to simply change it back, I was told that it wasn't possible to change back, and I would have to close the account and re-apply. I was later told by the manager at the call center that the product services department usually ran offers 2-3 months after automatic upgrade campaigns to downgrade cards back to their original status. I was also told by the same manager that the campaign affected around 5200 customers after being told by a previous employee that it affected 52,244 customers. When I pressed to get in touch with someone who could change my account status I was told that no one above her takes calls from customers and that I was free to fax or write them my questions/requests. I felt like this situation was relatively ridiculous considering my end goal was simply to keep the card I had. When looked at ethically, it becomes more questionable on the larger scale. It is reminiscent of the XXXX XXXX scandal in recent memory. Especially when you consider the lack of communication or input from the customer side.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43110
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
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: My entire wallet, including all credit and debit cards and my drivers license were stolen out of my office at work on the morning of Tuesday, XX/XX/2020, while I was on the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX As soon as I received cell phone alerts that there was concern for fraudulent activity on my account from US Bank, I immediately returned to my office to find my entire wallet missing. More charges continued to come in. I immediately reported the theft to my campus security officer and called US Bank and XXXX XXXX XXXX XXXX all personal accounts I had at both banks showed multiple credit and debit accounts with fraudulent activity ) that day and spoke with one of US Bank 's representatives to make the above claim as well as regarding debit card activity. At that time US Bank rep made me aware of the fraudulent charges named in a report made with the XXXX Police Bureau and FTC ID theft report, made on the morning of XX/XX/2020. The amounts included in the police report were based on the amounts given to me by US Bank representative as they had not yet posted to my account online. I actually worked to transition the bulk of my direct deposits and bill pays from XXXX XXXX XXXX to US Bank because of how helpful and dedicated US Bank representatives were initially. I then complied with everything US Bank investigators asked me to do, including faxing the police and ID theft reports to the US Bank Fraud Department on XX/XX/2020. I only received communication that the claim was under review until the week of XX/XX/2020 when I noticed that {$1800.00} and {$2400.00} XXXX the latter amount of which was not even included in my original call with your representative ) were taken back out of the above account. I called on Friday the XXXX to ask for explanation and was told that my case Processor XXXX would call me back. When I did not receive a called from XXXX, I called the fraud department again on Monday the XXXX and was told that a police report was never received. I refaxed both reports on Tuesday XX/XX/2020 and called to confirm that the fax was received. I spoke with XXXX who confirmed that the fax was received. At that time, I expressed additional concern about the handling of this case. XXXX stated that she would have XXXX manager, XXXX, call me back. I received a call from XXXX, not XXXX, on the morning of XX/XX/2020. XXXX stated that he would not change the ruling as both the bank card and ID were used at a teller to make the cash advances. I explained to him that my ID was stolen along with my card and he stated that information did not matter as the transaction was made with a teller. I explained to XXXX that during the time of the theft my county, where this took place, was still under a Stay at Home order from the governor of Oregon as a result of COVID-19 ( see XXXX XXXX XXXX ). At the time of the theft, nearly all bank transactions were made with drive-through tellers ( most branches were closed ) and masks were required for any business transactions indoors. With drive-through tellers and masks, a mistaken identity would have been understandable. According to XXXX, he would also not take this into consideration, stating that the signature on the advance requests seemed to match mine on the fraud claim. Again, this thief had possession of my drivers license that had my signature on it, making it incredibly easy to forge! My cards AND my drivers license ( which featured my signature ) were not in my possession. In fact, as documented in the addendum to the police report, the entire wallet was mailed back to me by a local business who found the wallet and contents soaking wet on their grounds weeks later ( I have kept the wallet, envelope it was mailed in and letter from the establishment. ) Furthermore, there were numerous other fraudulent charges, withdrawals made on XX/XX/2020 with my US Bank accounts and XXXX XXXX XXXX accounts, which XXXX also stated he would not consider because of the signature in question. It was my understanding that none of this was considered on the ruling made by XXXX and supported by XXXX and was told the only option left was to appeal via fax or mail to the Office of the President at US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Letter dated XX/XX/20 denied credit. They can move credit limit over from existing cards I have with them, but they refused. Reference # XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: When paying a moving company they wanted to be paid using XXXX thru my bank, US Bank. Since US Bank 's website states " With US Bank and XXXX you can send or receive money safely and securely '' I felt comfortable with this. On XX/XX/20 I sent {$460.00} via my bank and XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, IL XXXX. The company confirmed receipt of the {$460.00} but never delivered the piano. They don't answer their phones. I filed a claim with US Bank and they denied it saying " the transaction posted as requested ''. The email used for the transfer was XXXX. Apparently XXXX does not offer fraud protection on transactions. Hopefully the info above is enough. Please contact me if more info is needed. I was not sure what category to report this under so hopefully this works. Thanks- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX Social security # XXXX Good morning I have a little over two weeks of trying to get a new card issued for my unemployment benefits and have already fax all the information that was requested from me such as identification and proof of residency. Ive called Reliacard services and no one has helped me fix my address so that I can get a new card issued. I keep getting transfer over and over and I do not mind the wait time If only I was getting the assistant that I need. Ive tried calling different numbers and I cant get any help my benefits for unemployment have already been issued to the Prepaid Reliacard. My rent is coming up and I am having a bit of anxiety that I cant get a card sent to my correct address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78414
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an existing mortgage with US Bank home mortgage ( based in Minnesota I believe ) and have been trying unsuccessfully for almost two weeks to get a payoff balance so I can extinguish the mortgage. Repeated phone calls get me passed from one person and department to another with no one able to provide me an amount or an address to send payment to. Promises of return information by email or phone have gone unfulfilled. Interest is continuing to accrue and I want to pay off this mortgage now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US Bank : Thank you for your last response. Unfortunately I have more things to address. In reference to staying in contact with my branch manager regarding my situation, I think you may have missed my point in my previous message. XXXX XXXX, my branch manager, agreed to keep my personal accounts open because they have been open for a while and were in good standing with the bank. US Bank went over her head and decided to close them at a later date. The bank refused to send me a check with my funds sooner than 14 days due to a closure procedure they have to follow due to the type of fraud found on my account, according to XXXX. Despite her best efforts, she can not seem to help me. Therefore, calling her regarding my concerns only interrupts her day, wastes my time, and offers no solution. It really seems pointless to me, not to mention that nothing discussed is in writing to reference should we need to. Although I have not had online access to my personal accounts ( or business account ) for some time now and I am sure you have the exact date on record, I have been calling the bank regarding my transactions regularly. This process is definitely more frustrating than seeing my history with my own eyes online as I have to follow voice prompts and the picture I see is far more limiting than logging into my account online, but not once did the voice prompts inform me of unusual activity and I did not see unusual activity prior to me being blocked from my online access. So, regarding the 'Security ' section in 'Your Deposit Account Agreement ' which specifically highlights that you reserve the right to place a hold on my account if you suspect irregular, fraudulent, unlawful or other unauthorized activity involved with my account, I am wondering which of these occurred on my personal accounts? Furthermore, your agreement says that you reserve the right, but there is no breakdown of how the process works or how long it takes. This has caused major inconveniences and stress in my life. I never and still have not received any mail from US Bank regarding my account closures. It seems like a phone call or email would inform me quicker and cause less catastrophe in my daily operations. I do not understand, with it being XX/XX/XXXX, why you could not keep the hold on my account and then contact me with the option to transfer my available funds to another account with another financial institution to avoid putting me in what could very well be a moneyless state for 14 days minimum. It takes money to live. Regarding the monitored calls for my XXXX account, you addressed the wrong one in your last message, but it is good to know you do have them on file to reference. Perhaps I was unclear, but I was referencing two attachments I sent in a previous message named 'US Bank Fraud Check ' and 'US Bank Fraud Check Detail ' . As the screenshot of my phone log indicates, I made a call to US Bank on XX/XX/2020 at XXXX for 26 minutes to discuss the source of the funds from the wire transfer before sending the money out of my account per a contract. You could have had a XXXX risk account had you instructed me properly on what to do that day. That is why the call was made- To act in accordance to maintain a relationship with the bank so that neither you nor I was loosing money or participating in unlawful behavior. What prompted me to contact the bank for a security check was that the name of the company the money was coming from was not the same company associated with the contract. However, sponsorships were a possibility and likely for the type of event associated with the contract. I could not fully read the funding source name in my account because it was cut off. Lastly, since all accounts are being closed and it has all been said and done at this point, I am wondering if you will ever report this to affect my credit or possible future banking relationships since you stated you have not already. Am I able to open new accounts with US Bank, perhaps after the pandemic is over as scams and crime has increased with it. Waiting til after the pandemic would lower risk. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: My spouse and I opened a credit card [ ELAN Financial ] in XX/XX/XXXX, then we went through a divorce inXX/XX/XXXXand the judge divided our debts. This credit card debt was given to my ex spouse, but she neglected to pay it. However, I did not receive any communication from the credit card company or debt collectors as it was under my ex 's name. After I saw that this debt was affecting my credit in XX/XX/XXXX, I have repeatedly tried to contact the collection agency [ ELAN XXXX XXXX, XXXX ] but they refuse to discuss the issue with me as I don't have two pieces of identification. They have my name and my SS number, but that is not enough to them to even discuss it with me. My ex lives in XXXX. She says she has contacted the agency and requested that my name be taken off the debt, but nothing has changed. This account was closed in XX/XX/XXXX ( I believe ) but the debt keeps showing on my credit reports and affecting my credit very poorly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Please see attached letter and documentation for detailed explanation. Company has, without warning or justification, closed my account, and offered no recourse to this action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2020 US Bank sent me a letter letting me know that they have elected to close my personal credit card and my business credit card. The only other information provided was the name and phone number of someone who worked there for more information. I called that number, and I was told that MONTHS AFTER i voluntarily chose to close my personal checking account, they chose to do a review, and because of that review, they have chosen to close my credit card accounts. I asked why they needed to close my credit card accounts, especially since there is nothing wrong or illegal in me closing my personal checking account. The individual who i talked with over the phone from US BANK said that that is all the information they are given, and if I wanted more information, I would need to mail the Office of the President, so I did. When i received a response from The Office of the President, a few weeks later, they reiterated the same information that I already knew. They said that they can't share what the review findings were, but that they are in their right to close any accounts they see fit because it is in my card member agreement for my credit cards. I have never been late, delinquent, or have missed payments. I still don't know why my accounts were closed, and it is frustrating to try and get an answer from US BANK. After this occured, a few weeks later I applied for a Business Credit Card, and was denied. Part of the reason was the following : " Credit obligations with us have been delinquent ''. I have never had any delinquencies with them, and US BANK has chosen NOT TO TELL ME what has made me delinquent. This behavior by US BANK is unfair, and inappropriate. I get the feeling that because i chose to close my personal checking account months ago, they retaliated by closing my credit cards, and making sure i never receive any of their products again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90241
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A