Date Received: 2020-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is with US Bank. For many months I have receive my mortgage bill in the same month that it is due and several days after it is due i.e. for XX/XX/2020, my payment was due on XX/XX/XXXX, and I received a bill that says statement date XX/XX/2020, scheduled due date XX/XX/2020. I received this bill on XX/XX/2020. As I understand it, I should be receiving this bill for XX/XX/2020 because the periodic statement rule states that I should be sent a statement within four days after the end of the courtesy period of the previous billing cycle which is XX/XX/2020. This also makes the mortgage information on my statement not correct and up to date. I was made to pay a higher interest rate when I got this loan for a paper statement so that I would have this information in black and white. I have talked with the mortgage billing department many times and have been given many reasons, excuses why they can't send me a bill for the upcoming month. They used to for many years, now they can't seem to do it. Thank you for your help XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received an Elan prepaid card from the Oregon XXXX. It has now been declined for the last 48 hours. The web-site is down and when I used the automated phone system, it said the 3 digit security code did not match their records. I have now been on hold for 25 minutes trying to reach a live agent. This may get resolved with Elan, but the fact that this happened at all is poor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a cash deposit to my account in the bank with a teller on Wednesday the XXXX of XXXX. I got a receipt. On the next Saturday, the XXXX of XXXX I checked my account and discovered that my deposit on the XXXX was not credited to my account. I called the US bank customer service number on the back of my ATM card. The customer service person, XXXX, filled out a lost deposit incident report and advised that I call the branch when they opened later that day. I did call the branch and talked to the branch assistant manger XXXX. XXXX checked around and even talked to the teller who handled my deposit. He remembered me and the amount. I said ... how about crediting my account. XXXX said that she couldn't do that ... that the bank had to look into where the problem was and that it may take awhile. I told her that I shouldn't have to wait for what is a bank problem. XXXX was very hard to deal with ... especially when she kept saying that she didn't appreciate my tone and that I was being disrespectful. Later, I talked with a real manager, XXXX XXXX. I have copies of my correspondence with Mr. XXXX as well as the copy of my original deposit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: us bank in XXXX colorado has stolen {$17000.00} from my checking and savings accts,. i have been alerted by the fraud dept of this financial institution 5 or 6n times and had my debit card and pin compromised 5 times. i have submitted 2 in person and in writing fraud claims and dispiuted transaction dating back to XX/XX/2019, they refuse to stop taking money from my acct and have taken or allowed UNAUTHORIZED transaction via online and ATM withdraws in obscene amounts to CONTINUOUSLY go through and take funds from my acct totaling over {$17000.00} and continue to ignore my pleas to recover the money. i call every week since XXXX and they give me the run around or never give me more than {$500.00} or {$100.00} at a time, only twice and everything is ALWAYS still being processed or will be credited once they complete the investigation, always to lead ton a future provisional credit on a future date. While this back n forth goes on I now have {$9.00} in my checking account, i am about to get an eviction notice and i am behind on every bill i have because a personal banker, XXXX XXXX decidedn to wait overb6 weeks to submit my original fraud claim and then submitted transaction i authorized this resulted in myself being 2 pmts behind on a truck laon and getting then truck threatened with reposession as well as my childs XXXX Pmts being denied when they are authorized and were never disputed, I am a single mother of XXXX school age children and now I am facing eviction because U.S. bank can not submit a fraud claim in which they originally alerted me about a company in XXXX taking money from my acct and asking if it was authorized, since thay day my checking acct has had over {$17000.00} allowed to be taken via online transactions and banking fees and ATM unauthorized withdraws and still can not seem to stop allowing over 25 companies, including this financial institution to have access to my accts and remove funds. i have filed every report possible from irs to ftc i have contacted us banks corp office and no one seems to be capable of crediting my checking acct but this bank CONTINUES to allow money to be withdrawn and debit card transactions to go through after i begged them to freedze my accts. XXXX XXXX at XXXX colorado us bnank local branch spent over 2 hrs with me in tears going over each and every unauthorized fraudulent tranaction on my chk acct only to submit my claim over 6weeks later. He has all my disputed transactions in writing because i had them listed and he took copies and still DID NOT SUBMIT MY CLAIM, why? i am not sure, but i have no money and XXXX kids and he hs submitted authorized charges to be credited and now I am down to {$9.00}, seriously this is illegal and us bank is stealing from me and have taking all of {$17000.00} its horrible to see the corona epidemic and everyone is sick and out of work and this financial institution thinks they can take advantage of single women just bc she is single and has XXXX kids. i deservre to be trrated liken a first class citizen no matter my marital status or the amount of kids i have. this financial institution is the absolute worst when it comes to details or customer service and actually taking care of an issue or following the law is absolutely the worst lowlife on this planet. I am a victim of identity theft and I an being treated as a criminal for even questioning why one day i get a call from us bank and then the next day there is like {$3000.00} or {$500.00}, {$1000.00} as well as my irs tax documents being filed by someone else and my kids and I have not seen one stimulus payment I have went from having thousands in the acct to not even {$10.00}, i cant renew my insurance or my XXXX without a debit card, they do not care if i lose my apartment or if my kids get to have a glass of milk or now being told they need to watch out not eat or drink too much because Mommy can not afford to buy anymore and that we are going to lose our home and be on the street. No one will help us. Could you please look over the report status of my claim. I am in fear of the future and feel like the US bank is the theif and I am suffering trying to keep a roof over myself and my children all while covid 19n stay at home order ia effect. please send help sos response and warn others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a problem with a us bank credit card and us bank themselves for this issue specifically. I have a credit card ending in XXXX. I went to use it to pay a utility bill and it was denied two consecutive times. I called us bank credit card dept. to see if they knew why. The woman there found that I had clicked on the wrong month for the expiration date. I dont believe that I did that but whatever happened there she stayed on the phone as I tried again and it went through fine. This card was to expire the end of XXXX. I had received the replacement card about a month prior and had not yet activated it. This reminded me that maybe I should go ahead and activate it. I looked and didnt seem to be finding it. It is nearly impossible that anyone had stolen or taken it as I live alone and have had no break ins or visitors. I had just somewhat misplaced it. I thought maybe the credit card department could just send me a replacement so I called to see. I asked if they could do that and if there would be a charge for that. The woman said no charge and they could do that. I specifically asked if it would have the same account number as I had no interest in changing account number. If that would be I would just look for the card I already had as it is probably around. I was then expecting a replacement with my same account number. Within 24 hours I happened to be on the bank website and there was a notification that my current card would be deleted and would be inactive soon. I called and was told that the card was reported as stolen or lost. ( In the original call I never used the word stolen and if I did it was to say it was not stolen just misplaced. And if I used the word lost I explained that it was just misplaced. I was sure it was not lost at all. I also have the original card in my possession currently, it also is not stolen or lost. ) This woman now said that I would be getting a new card with a different account number and there was nothing that could be done to change the stolen/lost entry and this change. I called the next day during office hours and the woman I talked to there again told me nothing could be done to return my original account number. This is going to be a problem for me for who knows how long with accounts that are linked to this card and other inconveniences. I have had this number for a couple years and I even know the number by memory including the expiration date and security code. I do not want to change my card number. ( I in fact did receive the exact thing I requested, a replacement card with my same account number that same day but they would not activate it as they said that account was deleted. Someone at their company entered this improperly. ) Apparently this was done correctly initially but then someone/somehow it was changed to stolen/lost and the account was deleted. I called within 24 hours to correct this mistake and they would not do it. This policy or whatever is behind this is should not be and they should return my proper account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/2020, an atm withdrawal was made in XXXX, IL at XXXX XXXX, totaling {$140.00} from my Arkansas US Bank Reliacard that is used for my receipt of child support. I have tried to call US Bank reliacard at 3 different numbers, XXXX, XXXX, XXXX and spent a cumulative amount of over 5 hours on hold to get my card cancelled and speak to someone about the money that was stolen. I have not spoken with anyone, as no one has ever answered. On one call, after 2 hours and 35 minutes of holding, the system hung up on me. I need this card cancelled or future deposits will also be compromised and my losses need to be refunded. I have never even been to the city where the money was taken from an ATM.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have an unauthorized charge from XXXX and the credit card company refused to remove it when i called multiple times to dispute the charge. At first they said to call back with additional information to have the dispute resolved. then they refused to remove the charge and said the case was closed when I called back to follow up with additional info. I also called XXXX who said they have no record of the purchase, even though XXXX charged the card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: US Bank shows 3 credit inquiries related to a mortgage application that I made between XXXX XXXX to XXXX XX/XX/2019. They had a system problem that caused me to have to submit the application 3 times. First one would not allow my social security number to be entered and I used my wife 's. They said they'd need a whole new application. They then advised I need to talk to a different dept of the bank who required another hard pull but said they'd remove the other 2. They did not. It's OK for me to have 1 hard pull, BUT NOT 3 of them. They said they'd take care of these extra 2 credit pulls ( remove from XXXX ). They have not done this for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I opened a Credit Card with XXXX XXXX, with 0 % interest for 12 months. After I was approved, they sent me some checks that I didn't request. After using one of the checks I got an {$89.00} fee and they started charging me interest. Why are they allowed to send these checks that are full of fees? I sing up for a credit card with the conditions I agreed, I didn't agree about them sending these checks with all this fees and interest. When I called to ask they said that if I wanted to pay off the debt, I would have a {$200.00} interest fee, I said to them that they just charged me {$45.00} interest a few days ago and I should be able to pay off with no penalties. They said they charge daily interest. What can I do?? Thank you for your help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93117
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed for bankruptcy in XXXX of XXXX. I have a home equity line of credit with US Bank. I reaffirmed my mortgage in XX/XX/XXXX and the reaffirmation agreement was filed with the courts on XX/XX/XXXX. My monthly payment has continued to be automatically withdrawn from my checking account each month. However, my HELOC is no longer showing up online nor am I receiving any monthly statements for it. My bankruptcy has been discharged and I thought I would begin receiving statements again on my HELOC. I called US Bank on XX/XX/XXXX to find out when I would be able to see my HELOC online again and when I could get statements. They confirmed that the bankruptcy shows discharged but didn't know why the status wasn't updated. I was transferred to 5 different people who all told me different things. XXXX said she wasn't sure why the HELOC status was not updated and transferred me. XXXX told me that I would not get statements again on it and it wouldn't show up online. XXXX told me that didn't have my reaffirmation agreement on file and I needed to contact my lawyer to have that filed. The last person I talked to in the bankruptcy department said they would not send statements or show my HELOC online until 60 days after the bankruptcy termination date and that I would have to contact my lawyer for when that is. They said all they could give me was the current balance and tell me my payment history. They said that they don't show any payments since XX/XX/XXXX even though they have continued to take the payments out of my checking account each month. I'm concerned that I am not getting credited for the payments I've made, that my balance is not going down, and that I am accruing interest on a balances that I've already paid towards. I have no way to verify my HELOC balance, interest or payments and they refuse to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66604
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A