Date Received: 2020-05-26
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I received a letter dated XX/XX/2020 from US Bank stating that it was closing my account immediately for inactivity. In almost all cases in the past, with other credit card companies, I would receive a letter letting me know that my card will be closed for inactivity in 30 - 60 days unless I ( 1 ) give them a call to discuss keeping the card open or ( 2 ) make a purchase using the card scheduled to be closed. I found this concerning because most Banks appear to be bending over backward to help their customers during the pandemic. In this case I wasn't given an opportunity to resolve the matter and keep the credit card account open. I called Customer Service at XXXX at approximately XXXX XXXX EDT on XX/XX/2020 to discuss the matter as instructed in the letter. The Customer Service Representative told me that this was considered a permanent close and if I wanted it to be re-opened I would have to reapply. I didn't want to go that route so as not to affect my credit score with a new inquiry and asked to speak to a supervisor. The supervisor told me the same thing and let me know that there was no one else I could talk to. I found that surprising and ended the call. I just looked at my XXXX FICO Score XXXX on XX/XX/2020 at XXXX XXXX and have an XXXX credit score - nine points away from a perfect score using that model version. It appears that credit scoring was not a variable in their closure mode where they could secure a soft hit on my credit report to determine the minimal risk I present to the Bank without impacting my credit score. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14051
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX I contacted USBANK. I am successor trustee of my Parents Trust. I need to complete my Mother 's 2019 taxes and I need her 1098. They asked me to email them a copy of the trust and her death cert which was emailed to them on XX/XX/XXXX. XXXX said it would take 3 days to get the 1098. On XX/XX/XXXX I called back ( well over the three days ) and first they said they did'mt have the first set of docs they requested. I gave them the name of XXXX XXXX who responded that they had my items and I said I had never ben contacted that they not only did not receive the items but now I was told they needed a copy of the EIN and last recorded deed, which I submitted and I then received a confirmation email on the XXXX. XX/XX/XXXX received an email stating they are still reviewing my docs and I should have something in another 15 days. I am filing a formal complaint. I have suffered enough at the untimely death of my parents and now I have to continue this by being treated like chattel by US BANK
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I was accepted by the State Department to work as a XXXX XXXX in their foreign service. In XXXX, I was posted to XXXX XXXX, XXXX XXXX, so I had my mail forwarded to my diplomatic address. Within a month or so, I receive a letter from US Bank mortgage company basically saying that if I was living outside of my house I was out of compliance with my loan. I called to try and find out what it was all about, but the number that they give in the letter is the general customer service number, and the only clarity that the person was able to give was that it " may '' have to do with the fact that my loan is an FHA loan. I was informed that the address I needed to send my responses to was the address of the department that handles FHA loans. They had no phone number or email address to give me to facilitate communication. So I responded with a letter explaining my situation and asking to see if there was some kind of exception or exclusion, since I'm sure military personal serving overseas don't lose their homes because they are in the service, I figured there had to be something for me too. I sent the letter and proof of my current employment with the XXXX. In XXXX, I got a letter dated from XXXX that said I would get a temporary extension for a year, but I needed to respond in 30 days with a copy of a non-occupancy insurance coverage and a sale or rental agreement for the property. I received the letter basically a day or two before the deadline, due to how COVID-19 has affected international flights and mail service. I kind of freaked out since my only way to respond would likely take another 30 days. According to the USPS tracker, it still has not arrived ; its been a couple weeks. So I called the customer service number again, hoping for help. But they weren't able to give me any. The customer service guy, very friendly and genuinely sounding concerned, had to inform me that he had no way to contact them himself, so he couldn't even call that department to ask for help or guidance. Especially since, by that time, I realized that the FHA stipulations on residing in my house had long been met, since I bought the house in XXXX and have lived in it continuously and exclusively, until XXXX of XXXX. I guess what my complaint has to do with is that this very important part of the bank, that is basically threatening me with having broken my mortgage contract has NO WAY to communicate with me in a way that didn't exist in the last Century! Imagine? The ONLY way to deal with these people is through a letter. A LETTER?! Not even an email with a scanned document or a FAX! I feel like I'm in a Dickensian tragedy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I schedule a bill payment through my bank 's bill pay service they offer. I specified I wanted the bill paid in the amount of {$200.00} on XX/XX/2020. The item was paid and cleared my account on XX/XX/2020 a day before earlier than I wanted the payment to be completed. Due to the payment clearing a day earlier than I specified it caused an " Overdraft Protection Fee '' of {$7.00} to be charged to my account. I called and told the agent what happened. The agent refunded my fee and then proceeded to tell me that next time this happens I will be responsible for the fee. I said what do you mean I will be responsible. I specified the payment to come out on a specific date and my own bank cleared the payment a day early. How is that my fault and why should I have to pay them a fee for taking money out of my account a day early. The agent said sometimes they have to issue a check verse an electronic payment and sometimes they clear early. I don't have an issue with that, but don't charge me a fee. My bank is the one issuing the check, they know how much the check is, they know the check number and they know the date it should clear. They should have their systems programmed to catch and handle these checks differently verse putting the responsibility on the customer who has taken responsibility for specifying the date they want the item to clear in the first place. Since my bank controls both ends of the transaction there is no reason they can't control if a fee is charged or not. Why make the customer do all the work. How many people aren't checking their accounts and being charged needlessly because the bank is to cheap to program their systems to handle the transaction correctly. I am sure their is probably an attorney out there who would love to try and argue a class action suit for improper charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2020 I contacted XXXX dispute department to inform them of fraudulent activity. The results were returned from the company as unchanged. I was reporting that due to domestic violence issues at the time, my partner open an account without my permission. All of this information was conveyed, and yet the information remains. The account is paid in full, but still reporting negatively And it is not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55337
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: i can not use the card to make any purchase. They say i cant use any kind of money transfer service. So even though im using XXXX to send money to a company or putting money on a prepaid phone plan its not allowed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-25
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2020 I opened a checking account online with US Bank in XXXX. At the time US Bank was offering a {$300.00} promotion to anyone who opened a checking account by XX/XX/2020 and had made at least 2 direct deposits totaling {$2000.00} or more within 2 months of the account opening. Additionally, to qualify for the {$300.00} bonus, one had to either be enrolled in US Bank Online Banking or the US Bank Mobile App by XX/XX/2020. I met all of these requirements on the XXXX of XXXX except for direct deposits totaling at least {$2000.00}. It took me until XX/XX/XXXX to meet that requirement, well within 2 months of the checking account opening. On XX/XX/2020 I sent the following message in US Bank Online Banking : Account Number : XXXX Comment Box or Question : Hi Just wondering when I will receive the {$300.00} bonus for opening a checking account. I believe I have met all the requirements. When I signed up it sent me to a page that said the promo code was already activated. Thanks very much for your assistance. Sincerely, XXXX XXXX. ___________________ I received the following response on XX/XX/2020 : Hello XXXX, Thank you for writing us, I hope you are doing well and staying safe! My name is XXXX, and I appreciate the opportunity to review your account to determine the status of the bonus. Upon review of your account, I do not see that a promotional code was entered on your application. In order to meet the terms of the offer, the code must be entered on that initial application in order for you to be eligible. Due to this consideration, the account would not be eligible for the promotional bonus. I know this isn't the outcome you were hoping for, and I'm sorry for any disappointment this may cause. If the promotion is still being offered, we can have the code still applied to the account. Could you provide me with the promotion code you intended to use? Once your reply is received, I can check to see if we can apply it to your account or not. I look forward to your reply. Sincerely, XXXX XXXX. U.S. Bank XXXX XXXX Department [ THREAD XXXX ] __________________________ I responded with the following : Hi XXXX, Thanks for the email. Please see the photo attached. As you can see the promo code was already added according to the US Bank website. There was no activation code given. And really isn't the promo code besides the point? Clearly I signed up for a new checking account within the date specified in order to receive my bonus. Furthermore, I was enrolled in U.S. Bank online banking before XX/XX/XXXX and I made at least 2 direct deposits totaling {$2000.00} or more. I would very much appreciate the {$300.00} bonus in my checking account. Thanks for your help. Sincerely, XXXX XXXX I received the following response : Thank you for your reply, XXXX. Unfortunately, the screen shot you provided doesn't show the promotion code or anything tying it to your account application. On an exception basis, if the offer has not expired, we can request that the promo code be added after the account has already been opened. In this case, this offer expired a number of months ago, and the promotional code can not be added after the fact. I am very sorry for any disappointment this may cause. If you have more definitive screen shots, we'd be happy to review them if you forward them to us. Please accept my apology for any inconvenience or frustration this experience has caused. I hope that your future experiences with U.S. Bank will better meet your expectations. Respectfully, XXXX XXXX. U.S. Bank XXXX XXXX Department [ THREAD XXXX ] _______________________ I replied with the following : XXXX, I am pretty shocked that U.S. Bank would operate in this fashion. This is obviously a scam most likely being used on numerous customers. I will be looking to bank elsewhere in the near future. XXXX This was the end of the email correspondence. Please see the attached screen shot of the offer for the {$300.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2020-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-25
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I have the US Bank reliacard. It arrived XX/XX/XXXX and I registered my card by phone and set-up the online account the same day. I also set in place security questions for account recovery. However in the following days when I attempted to log in, the portal told me my login credentials were incorrect despite me entering the password and security questions to verify my identity. When I followed the steps to reset the password and regain access to my account, the temporary password that I entered got me locked out as a result of an apparent security measure and it directs me to " call the number on the back of your card '' when I attempt to call customer support to unlock the account, I'm told wait times are exceeding XXXX hour. I've called multiple times on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX waiting for between XXXX minutes to XXXX hours on each occasion and still have had no success in regaining access to my account. The automated reset links that have been unsuccessful have been the only contact between me and the company up to this point..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68123
Submitted Via: Web
Date Sent: 2020-05-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a account up with Us Bank in XXXX, Wi at the XXXX in XX/XX/2020. With a Promo Code to receive {$300.00}. I met all requirements and there refusing to deposit the money in my account. There liars, and used this checking account offer to get people to use there bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53186
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: In XXXX, we went to XXXX and my wallet was stolen. We called all of our banks and asked them to cancel and reissue the cards that were stolen. We thought that took care of all of the issues, but apparently we were wrong. Fast forward 3 months and we receive a letter from US Bank stating that our credit limit would be decreased on a personal line of credit because we were past due in making payments. As we have not used this account in years, we assumed it may be fraud. Nope, just a bank charging fees that they never told us about and that we never agreed to, and then layering fees on top of those fees. Apparently US Bank decided to charge a " rush card fee '' of {$15.00} on XX/XX/2020 when we asked that our card be replaced. We were not told this fee would be charged and would not have agreed to it as there was no " rush '' involved. We hadn't used that account in years and were simply trying to be diligent to avoid fraud. Apparently US Bank saw it as an opportunity to increase fee revenue without telling us ( neither XXXX nor XXXX XXXX charged fees to cancel and replace our cards - apparently taking advantage of customers worried about fraud is not their thing, it is a US Bank thing ). To compound problems, they never sent a letter telling us they levied the fee, instead charging interest on the fee and assessing late payment fees on the fee ( below are the only charges on this accoun ) t. We have had several accounts with US Bank over the years and do not miss payments and otherwise pay them what is owed. However this is impossible to due when they assess a fee you don't agree to, layer fees on top of fees, and wait three months of accumulating fees until they decide to send a letter that says " hey we're reducing your credit line because you aren't paying us. '' Imagine the shock to a customer who receives that letter who has a top tier credit score and never misses the payment. XX/XX/2020 Late Payment Fee {$15.00} XX/XX/2020 Interest Charge On Purchases {$0.00} XX/XX/2020 Annual Membership Fee {$0.00} XX/XX/2020 Late Payment Fee {$15.00} XX/XX/2020 Interest Charge On Purchases {$0.00} XX/XX/2020 Interest Charge On Purchases {$0.00} XX/XX/2020 Rush Card Fee {$15.00} Thank you for this attention to this matter. If US Bank is willing to have practices like this with long time, paying customers, I can only imagine the tactics they are taking with vulnerable customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A