Date Received: 2020-07-20
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: My wife and I hold a VISA card through our local bank, Eastern Bank ( where we have checking and savings accounts, a car loan, and business accounts ), furnished by Elan Financial Services. A payment was due on XX/XX/2020, and we missed that payment date, only after contacting Elan, via the number on the back of our card, a month earlier letting them know that COVID-19 had affected our ability to make the minimum monthly payment on-time. We were told that there would be enough time to make payments and that no late fees or credit reporting would happen if we were late. They then had the audacity to charge us a {$40.00} late fee on XX/XX/2020, the day the payment became due. Just 12 days later, on XX/XX/2020, I went online and made a large payment of {$680.00} ( way beyond the minimum due on XXXX ) to make up for the missed payment, once we were able to get a little money together and pull cash from our savings to make the payment in good faith that the late payment would be reported. I have recently learned, through my credit monitoring account with XXXX, that Elan reported the missed payment date and effectively dropped my credit score by 44 points. I disputed the reporting, but XXXX was unable to overturn the reporting because Elan told them it was valid. I am beyond frustrated by Elan taking advantage of its customers and will be sending this complaint to Senator XXXX ( XXXXXXXX ), because I think she would love to hear about this story as well. This is one predatory company that should be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: An unsolicited .S. Bank Visa " XXXX '' for unemployment benefits from the state of Ohio was sent to me in my name. The card was received on Friday, XX/XX/2020. Upon receiving the card I tried to contact U.S. Bank numerous times by phone and online and could not reach any one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19380
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-19
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: They was suppose to send me a card wit my first unemployment check on it but never got it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80631
Submitted Via: Web
Date Sent: 2020-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: US Bank, at branch level, closed my account and restricted access to online and statements. I communicated 2 months and was lied to by 4 different individuals as to why account was closed. US Bank stamped a check account closed onXX/XX/XXXX. I was told the account was NOT CLOSED shortly after. I received a letter XX/XX/XXXX stating after the date of the letter the account will be closed. This has caused other banks to put holds on my accounts causing declined payments in turn causing fines, fees, and heartache. My credit has been damaged terribly. I was also discriminated based on my religion from branch manager. I was restricted grow withdrawaling funds and there was no hold, and it was available. Even the phone bankers and the teller told me the money was there and available, but just wouldn't release. I've been waiting 3 months for resolutions. Haven't had any call backs and no one gives answers. I just received statement on Fri XXXX of XXXX. Outrageous. I now have restricted access to my XXXX accounts due to their closing and opening of my account without informing me. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80013
Submitted Via: Web
Date Sent: 2020-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I recently made an account for my US Bank reliacard and going through it I realized I had some unusual charges I never recognize a lot of them One was in Georgia XXXX payment XXXX ga. {$190.00} XX/XX/2020 Next XXXX in XXXX Arkansas XXXX {$160.00} on XX/XX/2020 Theres a ton from this XXXX I have been trying all day and night and they keep you on hold and hang up
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70364
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I deposited a check in my bank account to the amount of {$2900.00} using my mobile app. On XX/XX/XXXX, US bank cleared the check and moved it from " pending '' status to " cleared/accepted '' status, which is how they indicate to their customers that a check has cleared. in addition to that the bank account balance was updated with an increase of {$2900.00}. I saw this online on my app and after calling the bank, on their automated menu to verify account balance. Trusting that the money were in my bank account after verifying in 2 different ways, I felt comfortable to make a cash payment through XXXX to a third person. XXXX is a service US bank provides to it's customers. They advertise it as a service that allows customers to send, request and receive money fast, safe and easy. They indicate that they guarantee that US bank customers are protected through a online-risk free. On XX/XX/XXXX at XXXX PST I noticed a transaction on my bank account via the mobile app that the bank reversed the check and it reappeared into pending transactions but this time as a negative balance, simultaneously the money disappeared from my balance. I immediately called the bank to understand what happened. I had 8-10 conversations on XX/XX/XXXX alone talking to various representatives who kept giving me factually incorrect information and in the end admitted that this is a known issue that scammers intimately familiar with how banks work are using to defraud bank customers. The bank representative had knowledge on the best days for the fraud to work ( i.e. Wednesdays ), but that doesn't change the fact that this is how the bank operates. They argued that they can't really tell a customer when a check is cleared, despite the fact that they indicate it has cleared, because a number of things can go wrong in the meantime and there is no way they can tell me how long would that take or at what point I can trust that the money is in my bank account ( regardless of the status online ). The bank refuses to take any responsibility for providing incorrect information to me as a customer and is also telling me that even though they can help me file a dispute with XXXX to get my money back, there is practically 0 % chance that will happen, despite advertising it as safe and easy. They are also refusing to reverse the cancellation of the check and still don't know what was the reason that all of this has happened despite talking to them at XXXX and then again 10 hours later at XXXX PST on XX/XX/XXXX. In addition to this being fundamentally wrong practice ( to tell a customer that something has cleared when in fact it hasn't ) that sets people in a position to be scammed. This bank representatives also provided factually incorrect information, multiple times throughout the day and refused to provide me with the recordings of the phone conversations I had with the different representatives. For example they told me the reason why the check bounced 2 days after it cleared is because the check was above the limit for mobile deposits, they told me the limit is {$1200.00}, it turns out it is {$5000.00}. They told me it takes 2-3 days to clear a check, later a different representative told me that it can take long time, that they can't guarantee anything and even though it says it is cleared it is actually not and so on and so on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94002
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: US Bank will not send a release from the loan. Loan was for boat, trailer, boat motor, complete package. Loan was in XXXX. Loan was paid back in XXXX. Release was sent to me from the bank in XXXX. The released listed the Boat, the boat again, and the motor. That's right, the boat was listed twice but no trailer listed at all. The boat, trailer, motor was used yearly until 10 years ago when it was placed in storage. When removed from storage the trailer tabs could not be purchased because US Bank had a lean on the trailer. I have contacted USBank 5 Times on the problem. Each time they understood the problem and promised to send a release on the TRAILER. Two times USBank sent a release on the BOAT. Two times they promised they would send the release and call back in three days to confirm its on the way. The calls where not even returned. USBank has the original purchase documents which they say shows the complete package. They have read it to me. I have the title for the boat. I have the release for the boat, BOAT again, and the motor. Here are my contact notes with USBank. US BANK XXXX in CREDIT SPECIALEST, XXXX of XXXX. I made several emphatic indications that the release needed was NOT for boat but needed for the trailer! Will take 3 weeks. XXXX XXXX press XXXX. US BANK Release came through for boat not trailer. Spoke again to USB, to XXXX XX/XX/XXXX. XXXX VIN Number : XXXX Frame : XXXX Model Year : XXXX XXXX he resubmitted the loan release. I made several emphatic indications that the release needed was NOT for boat but needed for the trailer! Release was sent for BOAT again on XX/XX/XXXX. US BANK account : XXXX checking. Spoke again USB, to XXXX XX/XX/XXXX. Says he does not have trailer VIN ... only has boat Vin. I made several emphatic indications that the release needed was NOT for boat but needed for the trailer! He Resubmitted again with trailer Vin. Says call : XXXX press XXXX than XXXX, than XXXX. He will monitor for loan peoples response for three days and then call. US Bank No returned call, no release arrived at all. Spoke again USB, to XXXX XX/XX/XXXX. Internal lending service department has to find the trailer. She said process was not done correctly and would do it differently. Can call her. I made several emphatic indications that the release needed was NOT for boat but needed for the trailer! She will monitor for loan peoples response for three days and then call. US Bank No returned call, no release arrived at all. Spoke again USB, to XXXX XX/XX/XXXX. Waited again 30 minutes to talk to someone and now XXXX says " he can't help me '', " I have the wrong department ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55068
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
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 did not request unemployment benefits from the state of Colorado. I received a pre-paid credit card from US Bank Reliacard in the mail XX/XX/2020. It doesn't even have my name written correctly but I was issued a card with instructions for activation. I did not set this up. When I call the Reliacard number I have been on hold for over an hour and still can't reach anyone. When I call back they have a pre-recorded message about wait times for over an hour. I have called the Colorado Labor and Employment office and have been on hold for over an hour. On their website they have a section to report false unemployment benefits but it asks for the violator 's specific information. I don't know who is trying to set up benefits in my name but I can't report on an unknown violator. There has even been a news article highlighting the fraud in these fake Reliacards. I feel frustrated that I can not talk to a human and resolve this issue that I did not initiate. I put fraud alerts on my account through the credit reporting agencies. One of the agencies, XXXX, said it could not set up an alert on my account at this time. It shouldn't be so difficult to cancel an account or make sure your identity isn't being stolen or used fraudulently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have made several attempts to contact someone in card services. I have been blocked from making many of the charges that are very serious and important to me. This charge was made by me in an attempt to see if my card was still blocked. As of XXXX XX/XX/2020 I was only permitted to make only 4 ATM withdrawals from my account. No one has been available to speak with me about this issue. The last time I spoke with someone was on XX/XX/2020. Who gave me no explanation as to why the hold was put on my account. I think it very seriously inconvenient for you to, without even an explanation, place a hold on my account. I never exceeded the limit on withdrawals, POS purchases, or teller withdrawals. I will be forwarding this email to every media and government, state office I can until I have received an explanation for the apparent lack of concern for me and my family 's well-being. I was just relieved of the stress this pandemic has placed on myself and the whole U.S, I expected much better treatment from the government than this. Sincerely, XXXX XXXX United States Citizen This is correspondence that I had with XXXX a Supervisor at card service representative of US Bank ReliaCard, on XX/XX/2020. After months without having the needed income to support my family. I finally received relief only to be again treated with disrespect. I was demeened and spoke to very harshly for no reason. When I advised the Supervisor that their procedures were unwarranted. He advised me that, ReliaCard had the right at their discretion to place blocks and hold on card accounts if and when they felt it was being abused by the cardholder. And they didn't have to give reason or explanation. I thought this to be very poor business practices and even worse customer service or support. At this time of poor economy in the world, why would someone have to be treated this way. I feel distraught over this situation and have very little hope in the future of the businesses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72204
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hard to deal with US Bank. Have multiple issues. First, in XX/XX/2019 US Bank was running promotion promising {$15.00} credit for {$75.00} but never received. Contacted the bank rep who admitted they had problems with the offer and promised a resolution would be mailed to me. In few weeks I got letter explaining {$10.00} and some change was the bonus ( it was supposed to be {$15.00}??? ) and I thought it was a credit from a promo running BEFORE XXXX. Now, have applied for a new card on XX/XX/XXXX. Still waiting for the card in the mail. Meanwhile getting bombarded with email and calls daily asking to activate the card ... which I did not receive and when calling customer service they just revolving around " what your credit card # '' question. How would I know if I did not receive it? You should ask yourself why instead? It had been 2 weeks since ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92124
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A