Date Received: 2020-07-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I called into US Bank to open a new account on XX/XX/XXXX. The E consent form emailed to me stated that I had 30 days to sign the form. When I tried to transfer funds I needed yesterday the mobile app did not allow me to do so on XX/XX/XXXX. I called into the bank and was told that there was a hold on the account for e sign to be completed. As I stated before the us bank app was not allowing me to do that process on my mobile device so I haggled with customer service with the matter and just asked for the account to be closed and the funds to be returned to the original account which the bank and its supervisor refused to do. I am in complete confusion as to how a bank can not close an account or should I say blatantly refuses to close the account. I went as far as to go home to my desktop computer I followed the steps listed and now the us bank site is once again having continued issues and wont even allow me to e sign the document to have access to the account and the funds therein. I am attaching the screenshots showing the continued US BANK problems. This is freaking ridiculous I will be closing both accounts next month this is some complete XXXX XXXX. They refuse to close the account and are restricting access to the account and refuse to transfer me to supervisors when I called into the bank and asked for a supervisor some rude chick on the phone tried to start an argument and then transferred me back to the customer relations and they refused to transfer me to a supervisor, XXXX refused to transfer me a supervisor claiming it was saturday and that no one was available and they had limited supervisors and claimed she was being honest with me. UNACCEPTABLE NASTY CUSTOMER SERVICE ON A CONTINUED BASIS. I WILL BE CLOSING ALL ACCOUNTS AND NEVER DOING BUSINESS WITH US BANK AGAIN. HOW THE HECK CAN YOU REFUSE TO CLOSE AN ACCOUNT, DENY ACCESS TO AN ACCOUNT, REFUSE TO ALLOW ME TO E SIGN THE ACCOUNT WHICH WAS SUPPOSED TO ALLEGEDLY RELEASE THE HOLD ON THE ACCOUNT AND THEN GET TWO REPS BACK TO BACK WITH NASTY ATTITUDES REFUSING TO TRANSFER ME TO A SUPERVISOR AND PUTTING BLAME ON ME FOR THEIR FREAKING NASTY SERVICE IN ALL ASPECTS. UNBELIEVABLE. I HOPE THEY GET CITED FOR THIS FRAUDULENT BEHAVIOR AND HAVE TO PAY MILLIONS TO CONSUMERS LIKE XXXX XXXX HAS HAD TO DO FOR THE SAME TYPE OF UNETHICAL ILLEGAL BANKING EXPERIENCES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problem with customer service
Subissue:
Consumer Complaint: Friday XX/XX/XXXX I went into the us bank branch in XXXX iowa XXXX. I submitted a us currency bill in the ammount of XXXX XXXX in exchange for another bill which was not damaged. Theres 75 % of the XXXX XXXX bill and both federal stamps as well as the whole president 's face and a whole serial code number ( XXXX ) and this note is legal tender for all debts public and private is also visible and all is legible. I will attach a photo as well below to give you a better understanding. The man who was servicing me as the branch manager XXXX XXXX, was very rude to me and was trying to claim he could not accept the american currency in exchange for american currency due to his " professional opinion ''. I quickly spoke with corporate office and the woman I spoke to there said she would refund it if she was there but due to XXXX 's clouded judgment and his now " Professional '' opinion as a banking branch manager may infringe upon the fact of the evidence provided below. I was calm courteous and was insistent that he accepted the bill due to federal law. As well as the circumstances provided. Thank you for reading I look forward to hearing from you and them. This legal tendered note is not deemed nonrefundable. It falls under qualifications of being redeemable to a financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 500XX
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Making one final attempt for US Bank to do the right thing before legal action is sought. They closed the account after it was reposted lost on my end long ago. They also further advised account was zeroed out and continued to bill me thereafter. Account was placed in dispute status and they enrolled in covid disaster assistance for two consecutive billing cycles XX/XX/XXXX and XX/XX/XXXX so they said however they continued to report the credit bureaus. I made a payment to pay the account in full with a live rep at the end of XX/XX/XXXX. At that time I advised I was still very much disputing but I dont want to deal with anymore because there are too many errors. I asked if it was determined I am rightfully entitled to the money would I receive money back the rep advised absolutely. I also asked that she confirm the account was being rectified since it was reporting errorneously she again advised that yes they were just severely back logged please allow up to two billing cycles. They then report me again for the month of XX/XX/XXXX. In response to documented disputes and proof submitted XXXX from the consumer team responded saying I was wrong they are right he considers my complaint null and void but ironically in the exact same correspondence states account was paid in full XX/XX/XXXX no XXXX it wasnt it actually cleared my bank account completely on XX/XX/XXXX it was paid in XX/XX/XXXX. Additionally I was not even due forXX/XX/XXXX or XX/XX/XXXXbecause the account was enrolled in a covid and I confirmed this 6 times. You are also reporting 90 days past due which would be impossible because again this was covered by disaster assistance for XX/XX/XXXX and XX/XX/XXXX and even with your logic XXXX which is not accurate XX/XX/XXXX falls 30 days prior to that point. I called today Friday XX/XX/XXXX different reps confirmed the account was notated as in dispute and notated that it was covered by covid assistance for XXXX and XX/XX/XXXX citing this should absolutely not be reporting late at all and they were escalating. I have attached proof of payment and again this was paid with your rep in XX/XX/XXXXand I dispute this to its entirety I want my money back too I have been a customer for 8 years never once have I been late ever now miraculously during all this your company position is that I am 100 percent wrong you could never make a mistake despite me getting a different story every time I call my own banking showing proof that you are wrong. You stated you will not fix and you will not remove the trade line either. This is a paid off account and I was a loyal customer for almost a decade that was never late and I am absolutely disputing this. Im sure your company can do the right thing and save continued time and effort on both parts just be adjusting correctly or removing the trade line completely I will have to get an attorney and seek to get others I am aware with the same issues involved as well if not rectified Attached you will see that this cleared through my checking account at XXXX on XX/XX/XXXX the card was completely paid in full in XX/XX/XXXX during the two months that you stated it was extended for covid Again my issue is that this is reporting 90 days past due actually scratch that it just became 120 days past due which is physically impossible considering this was paid off months ago and again I absolutely dispute e balance due the fees and the reporting FIX THIS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
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 an unsolicited US Bank ReliaCard in the mail at my current address. The card was issued in my maiden name ( which I haven't used for 25 years ). It appears to be related to Unemployment Benefits, which I have not filed for. I have made several attempts to contact US Bank to report the fraudulent issuance of the card, but have been unable to reach them. The only way I found to report the fraudulent card was to call which was completely unsuccessful. I was on hold for several hours with no answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80439
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A payment for a fitness facility was taken when the pandemic dictated they be closed. Per their CEO and website, the facility advised the accounts would be reimbursed. When the next billing cycle arrived, the credit did not appear. I was then advised it would occur on the first billing cycle after the facility was permitted to be open. The credit did not appear on the first cycle after the fitness center reopened. The emails to the fitness center then went unanswered. I contacted US Bank, IMMEDIATELY, on the date the fitness center last advised I was to receive the credit. I explained ALL of this to the US Bank representative recording my dispute. I telephoned US Bank twice, after disputing the amount, asking if it was normal for the process to take this amount of time, as I had not been reimbursed, nor had I received any documentation from US Bank. Today, I received a letter from US Bank stating they closed the case, as they were unable to locate a transaction in the amount of {$23.00} to XXXX XXXX on XX/XX/2020. I advised this amount was {$23.00}, many times, while speaking with the US Bank representative taking the information regarding my dispute. US Banks correspondence to me, dated XX/XX/2020, included the correct date of the transaction in dispute, the correct corporation charging the amount in error, and was a mere difference of ten-cents off ( their error ). I did not receive a call to request further info, nor any paperwork, to question if this could be the transaction being disputed, nothing. US Bank could not seem to figure out the ten-cent difference was their error. I telephoned US Bank after receiving the letter, but tired of waiting on hold. This was handled very poorly by US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have been attempting to transfer my funds from a debit card from my uc account. I know how much is in the account but the Visa card co. won't allow me to do it. Also l have been trying to call there customer service and l have been on hold for one hour and 35 minutes and l am still on hold. The debit card is a visa debit card from us bank reliacard.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: i have a XXXX XXXXXXXX XXXX unemployment card through US Bank ReliaCard. i have {$6000.00} on cause it took so long to get it. now i, ve had it XXXX days and i cant access my money on it and i dont know why and i cant find any awnsers online or on the app and i cant get noone on the phone cause of the hour plus wait and then it disconnects, mean while im out of money still and my bills keep piling up please help me my name is XXXX XXXX XXXX my last XXXX of the XXXX digits on the card are XXXX and the last XXXX of nmy social security is XXXX my phone # XXXX email add XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
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 was sent a us bank reliacard in the mail. i have no idea why, as i am not on any govt benefits or unemployment. i suspect it is fraud. i called us bank fraud dept, and was told that they could not help me and my call was forwarded to a number that tried to get me to put in my social security number to activate the card. there is nothing on their menu for fraud. after sitting on the call on hold for over an hour, it was disconnected for no reason. called back in, and same thing happened again. around an hour on hold and then disconnected for no reason. so not only has someone potentially committed fraud in my name, the horrible customer service of the bank has no willingness to look into the matter. i have lost now 3 hours of my work day trying to deal with this mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18201
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I applied for a {$1000.00} personal loan with my bank to try and establish credit because I supposedly have no credit history according to my banker. I met all the requirements and was denied due to the information provided by XXXX XXXX. I have on numerous occasions contacted them by phone dating back to 2015 stressing to them of how important it is to remove incorrect information from my credit report I faxed police reports to them and updated current addresses and phone numbers. To no avail. I am being discriminated against for being XXXX. I am being singled out due to not being XXXX.
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: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My wife XXXX " XXXX '' XXXX and I, XXXX XXXX, use US Bank as the lender to purchase a condo in Connecticut. Given the current COVID-19 situation, we made an offer on XX/XX/XXXX, with a loan commitment date of XX/XX/XXXX and closing date of XX/XX/XXXX, based on the suggestions from our loan agent XXXX XXXX ( NMLS # XXXX ). We have been very responsive in preparing all required documents requested by US Bank and have been constantly checking in to learn whether anything is missing or needed on our ( the borrower 's ) end. The home inspection and appraisal went on well without any delay. However, the loan processor, XXXX XXXX XXXX has neglected our contacts several times, made unnecessarily delays on both loan commitment and closing schedule, and refused to provide a conditional loan commitment letter without explaining the reason. We feel what we have experienced need the attention from a third party like CFPB because US Bank provides no complaint channels except through the loan agent XXXX XXXX and processor XXXX XXXX. Yet they keep neglecting our requests and delay the response, dodging responsibilities, which made the loan closing process painful and with tons of uncertainties to both buyers and sellers. The COVID-19 might bring some understandable delays, but it should not bring neglect and unprofessionalism from such a national-wide financial institute. Notes : I've authorized my wife XXXX " XXXX '' XXXX ( cellphone XXXX ) to handle the email/phone communication with the lender. And she is also the buyer of the condo we're purchasing. Timeline ( all timeline events could be verified by email/phone records, major email exchanges have been attached ) XX/XX/XXXX, XXXX, XXXX ( email ) XX/XX/XXXX ( phone ) - buyers check in the status of the loan commitment without any response XX/XX/XXXX XXXX EDT - less than one business day before the loan commitment day, XXXX, lender processor called to request tons of documents as the prior ones are out of date. XX/XX/XXXX XXXX EDT - US Bank client portal sent request to upload to buyers. XX/XX/XXXX XXXX EDT - buyers got all required updated documents uploaded per request. XX/XX/XXXX - original loan commitment day, two emails and two calls sent by buyers, no response till almost the end of the day XX/XX/XXXX XXXX EDT - lender processor suddenly informed that title, insurance, and condominium approval are still missing XX/XX/XXXX XXXX EDT - insurance and condominium approval have been sent by buyers. The insurance proof and agent contact info was previously sent de facto but the processor didn't pay any attention. The lender never asked for condo approval previously. XX/XX/XXXX XXXX EDT - buyer 's attorney office informed that the title has been sent to the lender XX/XX/XXXX - buyers noticed that the processor XXXX would be out of office between XXXX XXXX and asked for whether there is anyone else in her team as her backup, got denied. XX/XX/XXXX - buyers checked in by email after the long weekend, no response XX/XX/XXXX XXXX EDT - lender processor admitted that missed the call and didn't reply email, no more progress compared to XX/XX/XXXX XX/XX/XXXX XXXX EDT - lender processor informed the buyers that up to 10 business days is needed now, couldn't meet the closing date goal, and couldn't rush the process. XX/XX/XXXX - two emails and two calls sent by buyers to check-in ( 1 ) whether a conditional commitment letter, long time overdue, could be sent to inform the seller side regarding the delay ( 2 ) any comment on how many days roughly the contact needs to be extended, no response from the lender XX/XX/XXXX - buyer had nothing to do but had to contact CFPB
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A