Date Received: 2020-06-05
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: On the morning of XX/XX/2020 I received two deposits and a return credit in the amounts of {$510.00}, {$160.00}, and {$72.00}. I went online as per usual to pay my monthly bills as I had in previous months ( XX/XX/XXXX and XXXX most recently for example ) on this same card. Nothing has changed. Not once did any one look to verify that I was telling the truth that these same bills were paid less than one month ago and to see if it was an error on their end.A couple of my transactions had declined but my payments to XXXX XXXX did go through. I called the customer service number and was told that it was do to an AVS error or address verification error, but that they would do a reset and I would be fine. I once again tried to pay a bill and it declined again. I called again and was told the same thing. After a third call I was told that my card was locked down and I would not be able to use it online any further for 24 hours, but that I could go to an ATM and withdraw the funds. I drove to a nearby ATM to withdraw the funds and it did not work. I pulled over to the curb and called again and requested to speak to a supervisor. I explained the situation to him. He advised me that he was doing something called a DAF reset and my card would need to go through a PIN transaction in one hour and that my card would then work. I went home and waited one hour then went to a local gas station and tried to make a small purchase and was again declined. I returned home again, called and asked to speak to yet another supervisor. This supervisor advised me that the previous supervisor did not remove the velocity lock on my card and that she removed it as a one-time courtesy, to wait one hour, and that I could use my card online, at an ATM, or at a POS as I wished in one hour. I returned home again and waited the requisite hour. When I went to the ATM to try to withdraw cash it declined stating that excessive use. I called yet another supervisor who was extremely rude and disrespectful who informed me that both of the previous representatives were incorrect and that I must wait 24 hours for my card to be unlocked and that it could be used again at XXXX XXXX CST on XX/XX/2020. When I asked for further clarification as to why I received so many different answers I was hung up on. I tried to call back one more time, asked for yet another supervisor and went through my entire story. He informed me that I could not use my card until XXXX XXXX CST on XX/XX/2020. When I asked why the time difference from what the previous representative had told me, he stated it was because I called into customer service and had entered my card number again at XXXX today. I have no way of accessing my money of which I need to pay bills, pay for medications and other necessities. I don't believe I'm going to be able to access my funds tomorrow as I have had nothing but lies and issues for months with this company. They have previously locked my card down for this and it took 5 days for it to unlock. They also locked my card down in the past when a REFUND was coming back to it. I had to prove the transactions were previously posted to that card. I feel their business is shady and I just want my money back so I can go to a different banking institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 52302
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Please see the two attachments that consists of correspondence. They specifically address what the request is. The company sent a form letter stating that the request was handled, but XXXX in their Customer Service department verified that it was not taken care of after all! This is a credit card company ; the vast majority of credit card issuers report to the credit bureaus for all users on the account, whether that person is an account holder or authorized user. This company, for some reason, will not report for an authorized user! Why are they different, and what gives them a right to be?? PLEASE NOTE : I have also tried to get XXXX XXXX involved, as it is their credit card. With the exception of XXXX getting my correspondence to the right department, they have totally ignored us and have not helped at all despite three requests!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: US bank locked my mortgage rate at 3.62 percent and took {$390.00} from me to start the application process. They never checked with me to make sure what type of property I was refinancing. Now they are saying its a condo and hence the locked rate is invalid and the rate will be higher. I dont want to refinance at a rate higher than what they locked in. It was their mistake to not check on this before commuting and now backing out. The loan officers name is XXXX. She locked in my interest rate with no hesitation and now is saying it wont work. I want my money back unless US Bank honors the locked in rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was under the impression i was on a relief program with US Bank ... my business was impacted by the pandemic as well as my mom passing away ( as I told US Bank ) ... now credit report says I am delinquent ... i have been 100 % on time up until past 2 months ... i was qualified for relief loan until they reported negative ... this relief program would have secured my company and any bills my company created
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: We signed up for a card that have a minimum spend in the first 150 days. We met that spend requirement and the bank has not provided the {$450.00} promotion as advertised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Other service problem
Subissue:
Consumer Complaint: Unemployment service in Maine said they sent me a usbankreliacard through the mail. It has never arrived. I can't get through calling usbankreliacard on the phone. Can not access their website without the card which never arrived through the mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a U.S Bank credit card ( 5+years ), and have NEVER missed or been late on a payment. I have always paid more than the required minimum payment every month. U.S. Bank reports to the credit Bureaus around the XXXX. of every month. I used my U.S. bank credit card on XX/XX/XXXX to buy a couple of items, and I exceeded my credit limit by about {$200.00}, which they authorized. But, on the next day, they reported the " over the credit limit '' to the credit bureaus, which in turn immediately dropped my credit score 21 points. U.S. bank DID NOT inform me of the over credit limit problem, if it was a problem, or if I was required to make an immediate payment, but, the next day I made an {$1100.00} payment to my U.S. bank credit card account, which lowered my useage to around 60 %. However, U.S. bank will not report the payment to the credit bureaus til the XXXX of the month, but, at the same time, on any day of the month, they immediately report going over the credit limit by any amount!! THIS PRACTICE SHOULD BE ILLEGAL, AND UNETHICAL. Damaging a hard working American Citizen credit worthiness is an easy process for those banks/companies. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I contacted USBANK Customer service in mid XXXX, i informed them that I am a XXXX and impacted by Covid. They said we will give you 2 month deferal and then work with you after if needed to lower payments, etc once they have those plans if any in place. In XXXX i get aggresive collection calls, abusive, telling me, they don't care that covid exists and i am behind two months now, and will ruin my credit unless i make huge payments.They said they don't care about any arrangements made, they don't see it on their end. I paid over XXXX dollars on two credit cards to prevent this when i had no money for other living expenses due to covid. they charged and failed to waive late fees and large interest charges on two of my accounts. I emailed the VP and the local branch, he had his assistant make a few emails and he told me the same thing, pay up get caught up then you can ask for help, well that defeats the purpose. i told him i can't have my credit impacted, he said thats not his job, or worry. I have all the emails, when i said i will complain they stopped responding.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94583
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020, I used a US Bank ATM machine to deposit {$500.00} in cash, all in twenty dollar bills. The location was the US Bank ATM at XXXX XXXX XXXX XXXX, XXXX, MN XXXX. I used my US Bank issued VISA branded debit card to make the deposit. I loaded the bills in groups of five, and the machine counted up to {$400.00}, then I inserted the last five {$20.00} bills. The machine then made a different sound, and I could tell it wasn't counting the bills like the ones I had just inserted. Then the machine made beeping sounds, then other sounds in the back of the machine. The screen went black, then the screen said something about an error with a cable in the back. The screen went black again, then restarted, then said that the machine was out of service. I called my husband in from the car where he was waiting outside, and told him what happened. The machine had not returned by debit card, so I pushed cancel, enter, and all the buttons until the machine finally spit the card out. I never got any kind of receipt, and the bills were all inside the machine. I called the XXXX XXXX consumer number right then at XXXXXXXX XXXX and told them what happened. They took all the information, entered a claim for me, and told me not to worry, they would get the money back. We didn't get anything in the mail, or by email, or any notice in our online banking accounts. Five days later on XX/XX/2020, I called again, talked to XXXX who gave me our claim number. She said it can take up to ten business days to process. After not hearing anything again, I called again on XX/XX/2020, talked to XXXX, who said the claim was denied, but could give no reason why. On XX/XX/XXXX, we received the claim denial letter that said that no error occurred with our transaction, so they have denied the claim. We then contacted our local personal banker at US Bank and left a message about what happened and that we would like to meet with her. We have since left her another two messages to arrange a meeting, but she has not returned our calls. We have been customers of US Bank for over 40 years, have never written bad checks, have never been in any kind of default or claim with them prior to this, and have numerous deposit accounts with them. We feel like we have been robbed by our own bank. We don't gamble, and never expected that using their ATM machine could be like gambling!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 560XX
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Travel ID # XXXX. I cancelled this XXXX XXXX reservation and instead of the points being added back to my account, which is the proper most transparent thing to do, US BANK is giving me a credit of {$400.00}. The problem is you can't easily book another airline ticket on your own on their website. You are forced to call in to use your credit and the hold times are 2+hours. I have been trying to reach them for 3 days to rebook the trip. This credit process is broken and is a horrible customer experience. I still can't get anyone to help me to rebook a flight that I need soon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A