Date Received: 2020-07-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My banks and credit card companies keep accessing address information from the US Postal Service and changing my address information on all my bank and credit card accounts without my permission. Last spring I moved into a rental property while finishing major renovations on my primary residence. All my XX/XX/XXXX, my driver 's license and voter registration were still registered at my primary residence. I was in the midst of a refinance to recoup the couple of XXXX XXXX dollars I had already put into the home over the previous three years. I was considering selling the residence once the work was done, but uncertain it would sell, so wanted to keep everything registered at that address since it was still my legal primary residence. My son lived in the house while we were in the rental so it didn't sit vacant. I did not collect any rent. I eventually put a forward in for my mail so that my bills and XX/XX/XXXX mail would come to the rental address. Suddenly one day, none of my debit cards worked. I then received an email from the bank and a couple of my credit card companies that they changed my mailing address on all my financial accounts based on information they had received from the USPS stating that I had moved. I had a checking account at XXXX XX/XX/XXXX who was also in the middle of a refinance on my home. They declined my refinance based partly on the fact that I had moved and they were no longer considering the home my primary residence, even though I gave them documentation that it was still my registered legal residence and though I had moved into the temporary rental to accommodate the renovations, one of my sons was still living in the house and I was not collecting any rent. When I could not refinance, I went ahead and finished work and put the house on the market. My house did not sell and once the virus hit in spring, jumbo lending was basically non-existent, so I took the house off the market prior to my rental lease expiring and began additional cosmetic improvements in preparation of moving my younger boys and I back into my home. I again put forwards in with the USPS to change my mailing address back to the house and 45 days later, though I have already manually changed all my financial accounts prior to moving back, I am now receiving emails again that my bank and credit card companies have changed my address based on information received by the USPS. Furthermore, suddenly, while traveling in another state, my older son suddenly started having his debit cards declined. The USPS forwarded my mail back to my address ; but for an unknown reason, reported his mailing address as my old rental when he never lived there. All of his banks and credit card companies arbitrarily changed his address to my old rental and the zip code on his debit cards changed without notice to him and declined his cards when trying to use them. He had to call his banks and credit cards while traveling to get his address corrected, when he had not ever recorded a change of address since he has always used a PO Box . My financial institutions and credit card company pulling my information from the USPS and making changes to my accounts without my permission should never happen. It is my responsibility to report my mailing and billing addresses on my accounts, wherever I decide that might be, and should not be up to my account holders to arbitrarily decide what address to use on those accounts, particularly when I am in good standing on all accounts and there are no negative issues involved. I have attached copies of two of the emails reporting this change. One is US Bank and the other is XXXX XXXX. I changed all my addresses on my financial accounts and forwarded my mail in mid XX/XX/2020. It is now XX/XX/XXXX and suddenly I am receiving these emails from my bank and credit card company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98499
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 30 day late has decimated my credit score by approx. 100, and because of happening in the middle of the Pandemic has been even more disastrous. I can not get any decent loan with such a recent negative late item. Ample time has passed. No correction r has been made. Email included : Custserv - Fargo Consumer Card Shared XXXX Wed XX/XX/XXXX XXXX XXXX Dear XXXX XXXX : Thank you for contacting Cardmember Service via our website about your U.S. Bank Visa account ending in XXXX. We have referred your inquiry to the Office of the President to ensure that your concerns are answered appropriately. Please contact us again if we can be of further assistance. Sincerely, XXXX XXXX. Cardmember Service Advisor -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - At U.S. Bank, we have safeguarded money and account information for more than 150 years. Online Banking is no exception. We take all necessary precautions to ensure your accounts and personal information are secure. For your protection, please do not send personal information such as account or Social Security numbers through unsecured email. To send personal information through email, please do so through our secured email service. To access our secured email service : - Point your browser to usbank.com - Log into your account ( s ) using your User ID and Password - Select Customer Service at the top of the page, then select Contact Us, and click the email us link - Submit your information through the form provided U.S. Bank XXXX XXXX XXXX XXXX, ND XXXX https : //www.usbank.com/privacy/ Privacy policy and security | U.S. Bank At U.S. Bancorp , trust has always been the foundation of our relationship with customers ; we respect your privacy and safeguard your information. www.usbank.com -- -- -Original Message -- -- - From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : Custserv - Fargo Consumer Card Shared XXXX Subject : Email Us Category : Other Name : XXXX XXXX SSN : x PID : XXXX Email Address : XXXX User Agent Information : Name=Chrome, Version=70.0, Platform=WinNT, XXXX ( Windows NT XXXX ; XXXX ; XXXX ) XXXX ( XXXX, like XXXX ) XXXX XXXX XXXX Account Number : XXXX Comment Box or Question : Attention for Supervisor Only : Negative 30 late is incorrectly being reported to the credit bureaus regarding this account. the account was already enrolled during the Pandemic assistance Program. Carefully review the consumer rights during this pandemic my rights as I have listed them below. Additionally being from California resident there is no need to ask for dispute/investigation. I do not wish to proceed legally despite having grounds to. Please do what the law requires and remove the incorrect data as you can see the account was enrolled in the Program prior to being over 30 days late. If this doesn't get resolved quickly I'll be forced to act. Thank you for your attention to this. Section 4021 of the CARES Act protects consumers who are approved by their creditor for a forbearance, workout, or similar accommodation. For these consumers, Section 4021 provides : If the consumer was able to obtain the accommodation while they were still current ( i.e., less than 30 days late ), their accounts still will be reported as current. SPECIAL ENFORCEMENT RIGHTS FOR CALIFORNIA CONSUMERS California residents have the option to enforce the CARES Act credit reporting provisions before raising a dispute. Unlike other states ( with the exception of Massachusetts XXXX, the FCRA does not preempt the California credit reporting statutes furnisher accuracy requirement. See NCLCs Fair Credit Reporting 10.7.3.2.2. The California statute does not require a consumer to dispute a report before suing a furnisher for inaccuracy. A number of California decisions hold that courts should look to the federal FCRA when interpreting Californias furnisher accuracy requirements. See, e.g., XXXX v. XXXX XXXX. XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Cir. XXXX ) ( because the California FCRA is substantially based on the Federal Fair Credit Reporting Act, judicial interpretation of the federal provisions is persuasive authority and entitled to substantial weight when interpreting the California provisions ). For more information Description of the Metro 2 format : See NCLCs Fair Credit Reporting 6.3.2. Litigation against furnishers in reinvestigation cases : NCLCs Fair Credit Reporting 6.10. NCLCs Policy Brief : Protecting Credit Reports During the Covid-19 Crisis ( XX/XX/XXXX ) U.S. BANCORP made the following annotations -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My Husband refinanced his mortgage with Us Bank in XXXX of 2020, in XXXX I reached out to the loan processor to let him know that I was interested in applying for a Mortgage to get a bigger living space, the loan processor sentmy info to a mortgage officer who reached out to me and started the whole process, told me i was pre-approved for XXXX, based on my salary and credit, I gave them all my info they had me pay for an appraisal and an inspection, the closing date was scheduled on XX/XX/XXXX, I got a call on XX/XX/XXXX that I can not get the mortgage because I signed documents saying that my primary residence is my existing address, and I cant get the loan. I reviewed all the documents and my husband is the only borrower that signed as such on the mortgage. I feel as though I am being discriminated against because im XXXX and we shouldn't be successful or have anything. Not to mention the fact that by law they should have sent me a copy of the appraisal I paid for, and to date have not sent it. I applied with another lender who is trying to help me, after I explained the whole thing to them they thought it was outrageous. I feel like they had all the facts and waited till the last minute to XXXX me up. No empathy no remorse nothing treated me like trash.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: ON XX/XX/2020, MY UI USBANK RELIA CARD WAS REJECTING PURCHASES AND WAS NOT WORKING. I HAVE ATTEMPTED SINCE THIS DAY TO CALL CUSTOMER SERVICE, GO ONTO THEIR WEBSITE AND MOBILE APP. FOR 6 DAYS, I HAVE YET TO GET THROUGH TO ALL CUSTOMER SERVICE PHONE NUMBERS, THE WEBSITE AND MOBILE APP IS NOT WORKING CORRECTLY, CONTINUOUSLY STATING YOUR PASSWORDS, SECURITY QUESTION ANSWERS ARE INCORRECT, ALONG WITH MY CARD NUMBER, WHICH ALL HAVE BEEN ENTERED CORRECTLY. IVE BEEN LOCKED OUT, ALONG WITH FRAUD TAKING PLACE ON MY ACCOU NT AND I CANTY EVEN REPORT IT. I CAN NOT ACCESS MY AVAILABLE FUNDS, FOR SIX DAYS. I HAVE TRIED EVERY WAY POSSIBLE TO CONTACT SOMEONE. US BANK SAYS THEY ARE NOT AFFILIATED. THOUSANDS OF PEOPLE ARE HAVING THE SAME ISSUES. NO ONE IS ANSERING THE PHONES. ON HOLD FOR HOURS THEN GET DISCONNECTED. ITS INSANE PLEASE HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: can't access account, at all. tried calling every number possible. can't get online banking on the website or by calling the 1800 number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2020-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-26
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I received a US Bank ReliaCard, which is a debit card issued by the government on which they deposit funds for Pennsylvania Pandemic Unemployment Assistance, along with Federal aid. I have been unable to transfer the money on the card to my bank account through their website, although this is one of the options they offer for using the funds. I have tried calling the bank, only to be put on hold for hours, and then the call disconnects. I can withdraw funds through an ATM, but then I incur charges for the withdrawal. I have been trying to transfer funds for the past 2 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18974
Submitted Via: Web
Date Sent: 2020-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2020, I sent the following letter to Fidelitys Office of the President regarding the closure of my credit card account : My name is XXXX XXXX, and I was recently fortunate enough to be approved for Fidelitys Rewards Visa Signature credit card. I am absolutely thrilled. I felt that at my other bank, my priorities werent being considered and that their rates were too high and wait times to talk to someone too long. Meanwhile, with Fidelity, Im just in love with how I can view not just one account, but my investment, credit card, and other accounts in just one online profile! That really takes the hassle out of my day when I can see my finance accounts in one place. And I shouldnt even get started on your brokerage investment platform, because I could just go on and on about all the amazing gadgets, tools, and products available to me! And with the credit card, Im somehow getting 2 % cashback ( I dont know how you guys are able to do that, but thank you! ), I have an interest rate way lower than I used to get at my old bank, and I read that you can actually have your cashback rewards redeemed directly into your fidelity brokerage account! I dont think it could get any better than this because Fidelitys terms are perfect. But I have encountered a pretty big problem, which is why I write to you all. So, this is what happened and this is my understanding of the issue we have going on. I made a large purchase at XXXX ( I think on XX/XX/XXXX ) because I had to buy a whole bunch of household things ( like this one cute microwave, a comfy tent to go camping in my states wilderness parks, and a tow hitch so I can finally tow a trailer on road trips, etc. ). Thing is, initially my card got declined, and I received a call to verify the transaction. I figured that made perfect sense. I mean hey, my account with Fidelity is new, Im making a big purchase, and your fraud team just needs to verify its me whos making this huge purchase. So, I talked to Fidelitys card team on the phone and was able to clear it up. Then, ( either the same day or the next day, I cant remember ) I again had to make a big purchase but at XXXX XXXX. This time I had to pay for some of my prescriptions and over the counter medications, as well as a big stock of health products ( like the shampoo I use ) since Ive been running low on everything since a few weeks after COVID hit us hard in Mississippi and around the country. I also had to verify this transaction too, so I spoke with another Fidelity team member on the phone and everything seemed like it was alright. But then I was transferred to a gentleman in a department I cant remember the name of ( sorry! : ( I know that would help ) and he told me there would have to be a manual review of my account. I figured this was alright too, though he did let me know I couldnt buy my stuff at XXXX at that time. It was a bummer, but I thought it was all reasonable and justified given the large purchases and me being new to you all at Fidelity. However, about a week later I called back in to check on my account ( I had tried to buy lunch and something on XXXX but it kept getting declined ). I found out that my account had been permanently closed because I was a suspected victim of fraud. To be frank with you guys, my heart nearly sank. Over the span of that conversation, I felt like I kept getting more and more bad news. I say that because it seemed like your credit card team just needed to verify my receipts at XXXX and XXXX ( or at least the attempted one at XXXX or the receipt from the other card at my old bank I had to use to pay for the medication ). Im not really sure, but it kind of sounded like the fraud people wanted to see that I wasnt buying anything like gift cards and getting trapped into a scam. The problem was, I didnt keep either of those receipts XXXX and against my Moms advice, too-I definitely shouldve listed to her all those times she told me to save them! ), so I would have to see if XXXX or XXXX could reprint them. By the way, on a little side note-I actually extremely appreciate Fidelity having my back with this stuff and verifying transactions with me to make sure Im not a victim of any kind of credit card fraud. Ive had family members fall victim to identity theft and from what theyve told me, it was simply unbearable. Furthermore, I dont think my old bank really cared about security and watching out for its customers at all. One time I called in advance because I had to buy an expensive generator and thought they might flag it, and the person on the phone said it wasnt necessary because their system lets just about anything through. Isnt that crazy! Anyways, they were a pain to deal with. But back to my issue at XXXX and XXXX. I was again hopeful I could get all this sorted out and be able to reap the benefits of being with Fidelity and their great terms until both XXXX and XXXX said they would not print any receipts or copies of receipts for me. It really made no sense. I offered to show my ID, to show my Fidelity credit card to them, but with no luck. I called both of their customer service peoples and went in person to the stores but always got the same vague response about security or customer privacy when I asked. I dont know what the big deal is seeing as how theyre receipts for my purchases, you know? Nevertheless, they wouldnt give me anything. Everything puzzled me and I had no idea what to do, which was why I gave you all at Fidelity a call today ( XX/XX/XXXX ) to see what else I could do to help Fidelity and unfreeze/reopen my account. I spoke with a woman who unfortunately said that Fidelity really needs those receipts to make sure Im not a fraud victim. It was like I was backed into a corner with nowhere to go. And I definitely didnt want to go back to my old bank, thats for sure. But the wonderful lady I spoke with said I actually could write to Fidelitys high up Office of the President to request some kind of appeal so that I could use my card again. From my understanding, she said I would have to do what Im doing now as this would be my only recourse/avenue for trying to maintain my card account with Fidelity. So thats exactly what Im doing now, and what Im trying to accomplish. The thought of me going back to my old bank fills me with nightmares, let alone knowing that I found an amazing financial institution like Fidelity that cares about and watches out for me and I lost my relationship with them because of a big confusing mess. Therefore, I am respectfully asking you all at Fidelitys Office of the President to look into my file/account to see if I can have my account closure appealed. I guess thats all there is I have to say right now, but lastly, I want to wish your executive office and all those at Fidelity good health in these crazy times right now. I know Im finding immense comfort in staying close to my family as we have to stay inside and face a global pandemic together. Thank you for reading my letter and thank you for your time ( Im sure you guys are swamped right now! ). Thank you again. Best Regards, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Today, XX/XX/2020, I received the attached letter in response. However, I was expecting more information in response to my complex situation than just mentioning a short paragraph that allows Fidelity to close my account at any time. I tried to call in today at XXXX XXXX CT, but the Supervisor ( I believe in the general customer service department ) I spoke with couldnt or wouldnt give me any more information either. Im submitting this complaint because the letter I received in response to mine clearly didnt detail what happened and why Fidelity closed my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
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: I have a loan with US BANK. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and XXXX and US BANK with no successful resolution. There was definitely an error on their part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91311
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: At approximately the beginning of XXXX, I reached out to US Bank to refinance my home mortgage. Because the interest rates had dropped, I thought that this would be a good time and I could lock in a 20 year loan for the same amount as my 30 year loan. I began the process with them immediately. By XX/XX/XXXX, I'd received some follow up communication, which implied the appraisal had come through. I sent them an email on XX/XX/XXXX because I wanted to see the appraisal. On XX/XX/XXXX, I received an email that I could view the appraisal, which I did. On XXXX, I sent an email asking if their refinance would be processed in enough time for me to keep the rate they had locked me in at when I applied. On XXXX, they told me my loan was still with underwriting in the initial review. On XX/XX/XXXX, I was asked for additional information, which prompted me to send two emails and to make a phone call. I finally spoke to my loan officer and asked about an amount of money they were wanting statements for, why I couldn't get ahold of anyone, and what was going on with my HOA ( my HOA requires a fee for a refinance which the loan officer was not aware of and even argued that it wasn't normal for them to do that, but I've refinanced on this home before so I am 100 % certain it's required ). The loan officer FINALLY increased the loan amount on XX/XX/XXXX ( had asked her on XXXX ) so I wouldn't have to pay cash at closing. On XXXX, I was told they had emailed my insurance company to switch the information over to US Bank. The processor implied that my insurance company was making them wait. I've worked with the insurance company for over seven years and they are extremely efficient so I knew it wasn't them holding this process up! On XX/XX/XXXX, I emailed the loan officer asking if this refinance is going to be finished before my XXXX mortgage payment is due. That we are now on THREE months for a refinance. THREE MONTHS! I have bought 4 homes and refinanced this one before so a total of 5 closing experiences not counting this one. In all of those times, not once did the process take over a month. I honestly want out of the refinance at this point but they've already charged me their fee and with their lackadaisical approach, I'm sure there are papers floating around everywhere half finished. If it takes 3 months to do the paperwork, I have no doubts that something will be wrong. The processor already spelled my name wrong and I had to correct her on that. That is literally her only job. I have been a loan processor before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: The agency should investigate and open an inquiry on the unfair business practice of USBank 's credit card division which is unfair to consumers USBANK has current policy in their small print in the statement that reads the payment of on the due date must be receive that day on or before XXXX CST otherwise the payment will be considered late and {$29.00} late fee will be accessed This policy is unfair and discriminatory especially to the consumers who are living in the west part of the country. If the due date is XX/XX/XXXX and a payment was made at XXXX PST, the payment should not be late and should not be accessed a late fee I would like the agency to review this policy have it change as not only this is unfair to consumers in the west and discriminatory as well
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90806
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A