Date Received: 2020-05-06
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: Well I just find out looking at the vehicle I have is that the dealership I got it from never did a mandatory state inspection nor a emission test according to texas law before you sell a vehicle to a consumer otherwise if not that's unfair and deceptive practices and u.s. bank was aware of this issue and didnt get all required documents from XXXX XXXX XXXX where I got my vehicle from ... us bank Been deceiving me this whole time and dont have complete records
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77077
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Ive been a customer for over 5 years never had an issue. This card was secured with my own money and lost some time ago. At the time of loss there were 2-3 unrecognized charges the reps advised they would apply a credit of the secured balance to the account and I was not responsible for the amount being dispute which was minimal. I was advised to make a payment for the difference which was done and then the remaining XXXX out. In late XX/XX/2019 I was advised this account was XXXX out and is cancelled so nothing further is required. I have never been late and I have contacted the company on numerous occasions advising of my continued dispute. They are still pursuing this and attempted to collected twice as much that was even due at the time of this previously dispute. Filed an executive complaint at which time the rep advised no payment was due during the dispute process as that was exactly what was being disputed and they stated this would be handled internally. XXXX and XXXX should have been covered by Covid 19 disaster assistance according to their reps. They applied for XXXX and then again towards XXXX as they could only do one month at a time. Then on XX/XX/XXXX they contacted stating payment was due despite multiple conversations of the contrary Since they continuously act maliciously and have improper billing practices I just paid the entire balance in full to be done with them completely which again which was double what was ever showing on here then they said it was extended for XXXX and XXXX only to report past due on credit reports. Given the exceptional payment history on the account in terms of on time payments the continued efforts to resolve I will be seeking legal if this is not fixed on my credit profile and a portion of not all of the balance is returned to me People do not pay on time for 6 years then make efforts to communicate and set arrangements for covid 19 still being engaged even despite absolute disagreement only to be XXXX over.
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: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made payment on my Valley Bank credit card by depositing same at the Post Office in XXXX where the Valley Bank has a branch. I was not able to make a deposit at the branch because the branch was closed because of the coronavirus pandemic. I subsequently learned that the Valley Bank branch in XXXX XXXX was also closed. NOW VALLEY BANK IS HITTING ME WITH A {$28.00} LATE FEE. THIS IS APPALLINGLY UNFAIR AS I MADE A GOOD FAITH EFFORT TO MAKE PAYMENT ON TIME BUT THE FACT IS THAT THE VALLEY BANK BRANCH IN XXXX WITH WHICH I NORMALLY DO BUSINESS AND WHERE MY BANK INFORMATION IS STORED WAS CLOSED BECAUSE OF THE CORONAVIRUS. I WROTE TO THE CFPB THE VERY DAY I DEPOSITED SAID PAYMENT BUT RECEIVED NOT ONE WORD FROM THE VALLEY BANK! MOST DISHONORABLE AND MOST UNFAIR!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I paid my XXXX XXXX XXXX bill through the Reliacard bill pay online on XX/XX/2020 in the amount of {$500.00}. According to Reliacards website It may take up to 2-5 business days for the payment to be applied by the Payee to your bill. On XX/XX/2020 XXXX XXXX still had not received the {$500.00} payment. I called XXXX XXXX CC to verify that they had not received the payment and was told no payment had been received or is currently pending. I then called Reliacards customer service ( XXXX ) at XXXX on XX/XX/2020 and was on hold for over 2 hours. The first person I spoke with was XXXX. I explained to her what was happening and she said she couldnt do anything to help so I asked her to connect me to someone who could. She connected me to a supposed supervisor named XXXX and he gave me several different reasons why the payment had not been received. First one was, the payment had not been processed yet and to give it a couple of more days. I told him Put a stop on that payment and credit my account back. He then said Nope, it has been processed and I should give it a couple more days. I explained to him what Relaicards site said about 2-5 business days for the payment to be received. He then said to me I could cancel the payment online. I told him you can not cancel the payment on line after it has been processed. He told me to go to their site and he would walk me through. I went to the site and he told me to go to cancel payment button. I explained there is no cancel payment button and that the site says To Cancel a Scheduled payment, select Cancel. This was not a scheduled payment and the payment had already been processed. I believe he realized he was wrong and without saying anything, he hung up on me. This morning XX/XX/2020 I called back and waited over an hour. I spoke with XXXX and told her what happened on the last call and in a very rude voice she tells me According to our records you hung up on him. I wasnt going to argue and told her to put a stop on that payment and issue a refund to my account. She said ok, anything else? I said can I have a confirmation number for the canceled payment? She told me my CC ID was my confirmation number and hung up. Your help is this matter would be greatly appreciated. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: YOUR BANK KEEPS LYING SAYING YOU CANT VERIFY ME FOR MY PPP LOAN EVEN THOUGH YOU HAVE THE SBA NUMBER AND YOU WONT LET ME OPEN AN ACCOUNT SO I ATTACHED THE DOCS TO A 3rd PARTY MEDIATOR. If you lie to them and say you cant verify it your responses will be used to file a state action against you in court for damages to my XXXX in the amount of the loan we are loosing out on. I have sent the bank information already but I attached verification and statement again. We are a XXXX XXXX that gets paid cash for XXXX and have XXXX that are on wages who book these cash gigs for XXXX in XXXX. We cant work due to covid shutdown. We are a XXXX minority XXXX XXXX with XXXX XXXX employees who need these paychecks which we cant pay without bars and restaurants being opened. XXXX XXXX fought so companies like ours without a banking relationship dont get left out and you are now doing exactly what she was afraid would happen. You have my loan number and information but you are not releasing our loan because we are a XXXX XXXX XXXX and that is unfair! We have set up banking for this loan and 60 million was set aside for companies like ours. I demand you send me my loan amount immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64030
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am supposed to receive my XXXX from US Bank with my unemployment funds on it. It has been several weeks and I have called almost every day and have been on hold for hours ( 4 hours today ) and no one will answer my call to tell me where my card is. The Utah unemployment office told me that I have to talk to US Bank in regards to my card. It is not my fault that I lost my job and I need my money because I am behind on my bills. This is very unprofessional on the part of US Bank, and I feel like I am being scammed out of my money because I filed for unemployment on XX/XX/XXXX, and it is now XX/XX/XXXX and no card, no money. No one will answer my call. The past few days when I have called I have waited for at least two hours and their phone is just dead and I have no idea whether I am still on hold or not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX around XXXX I went to the atm machine at US Bank and tried withdrawing money. I tried taking out XXXX $ and the machine said hardware malfunction and that my account would NOT reflect this transaction. Did not give me the money and my account is XXXX $ now. Called that branch and they said they are not responsible for it. This happened to 4 other people while I was there trying to resolve it. Called the bank the next day, and again they said everything is fine with the atm machine and could not help me. US Bank is taking unemployment money from people!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) is a not-for-profit corporation that receives credit card payments from members annually. Elavon ( formerly XXXX XXXX XXXX before name change ), a wholly owned subsidiary of US Bank Corp., is the credit card processing company that processes members credit card payments to XXXX. A contract was executed by XXXX in XXXX with XXXX XXXX XXXX. An accounting analysis from XXXX onwards has indicated that there has been an overcharge of over {$75000.00} from XXXX up to XX/XX/XXXX as compared to the contract with Elavon. Elavon has not produced any documentation as to changes in the contract rate despite numerous requests from XXXX. We have asked to be reimbursed the overcharge but Elavon refuses to cooperate. 1. XXXX XXXX XXXX, a wholly owned subsidiary of US Bancorp, changed its name to Elavon in XX/XX/XXXX. See XXXX PRESS RELEASE enclosed. Since XXXX Elavon has been the credit card processing company for the XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), a non-profit corporation. 2. Enclosed Merchant Application is the original application signed in XXXX by XXXX XXXX XXXX, the then president of XXXX, in which a rate of 2.54 % for qualified transactions and 3.54 % for non qualified transactions are set out. In addition there is a .XXXXper item charge. 3. I have done an accounting analysis of the credit card charges since XXXX as I only have available financial statements going back to XXXX. The analysis is XXXX Elavon Charges enclosed which shows the fees being charged and the credit card revenues. We have used 80 % as an average of the credit card portion of total income received given that is the best estimate of the administrator that looked after this for 11 years. The other 20 % is received by check. The financial statements only show income and do not segregate credit card income from check income. Hence the 80/20 split is an estimate which we believe is accurate. 4. In the XXXX Elavon Charges Analysis note that there has been an over-charge of {$75000.00} over this period up to XX/XX/XXXX. In addition we were advised that a reasonable interest rate to use in this situation would be 5 % per annum which we used to calculate that we should receive {$93000.00} total rebate for the over-charge. 5. When we first identified this over-charge we got in touch with Elavon and we were directed to deal with Mr. XXXX XXXX XXXX, client rep. See Correspondence enclosed for the ongoing correspondence. He initially indicated that Elavons fees are noted at the top of the monthly statements sent from Elavon. We searched our files and could not find any such notation on any of the statements. I then asked him to produce a copy showing such a notation and he indicated that they dont keep copies, which I find hard to believe for a banking organization. At that juncture he claimed that Elavon sends an annual rate increase letter. We looked in our files for these we found none. I then asked him to send us a copy of the rate increase letters that he claimed had been sent to us and he responded that they dont keep copies ( see his XX/XX/XXXX email ), which I find to be ridiculous for a financial institution. I then notified him on the amounts owing based on the XXXX Elavon Charges Analysis. He responded that their Terms of Services agreement permits them to charge these fees and as such no compensation would be forthcoming although they were prepared to give us a three month rebate. The Correspondence enclosed comprises ( note that time stamps shown on the emails differ based on time zone differences ) : a. XX/XX/XXXX from XXXX XXXX, the executive director of XXXX at the time to XXXX XXXX outlining the problem and asking for an explanation. b. Response XX/XX/XXXX from XXXX XXXX saying that there are two rates and that the non-qualified rate is 7.5 % plus XXXX for each transaction. This was completely new information for us. We had never been informed of there being a qualified rate and a non-qualified rate. Furthermore he was offering us to get on to a new program which is very similar in rate structure to what we had thought we were on based on the original application. Why nobody from Elavon thought it reasonable to inform us of this prior to our complaint is something we do not understand. c. XX/XX/XXXX from XXXX XXXX asking for an explanation as to qualified and non-qualified rates. Also letting Elavon know we had never been informed of this before despite repeatedly asking for information. d. Further correspondence on XX/XX/XXXX back and forth culminating in XX/XX/XXXX from XXXX XXXX indicating that he would submit a general complaint into their system for it to be researched. e. XX/XX/XXXX from myself, XXXX XXXX, treasurer of XXXX since XX/XX/XXXX, to XXXX XXXX asking for a variety of material including contractual arrangements. f. XX/XX/XXXX from XXXX XXXX saying that there was no contract, that the account was on a month by month. Followed by another email on XX/XX/XXXX from him after several phone calls between us. In the phone calls he first said that Elavon fees were noted at the top of monthly statements. We searched our files and could not find any such notations-see Sample Statements enclosed. I then called him back asking him to produce a copy. He then called me to say that they dont keep copies but that they send an annual rate increase letter. We then searched our files again and couldnt find any of these either. Then I phoned him and told him that we couldnt find any and could he please send us copies. He sent his XX/XX/XXXX email in response indicating that they do not keep such letters on file. It is hard to believe, given that they are a financial institution, that they do not have financial records of statements or rate letters if these actually existed. g. XX/XX/XXXX from me to XXXX XXXX : in this I outline that what they had charged us was contrary to their press release claims ( see Press Release enclosed ) that they would respond to the expanding needs of merchants in multiple segments in helping businesses better manage costs. They had certainly not done that with us so this was false advertising as far as I was concerned. I asked if they had an Ombudsman/Complaint process. h. XX/XX/XXXX from XXXX XXXX to XXXX XXXX. In this email he forwarded the Terms of Service the first time we had ever seen this. He drew my attention to 18.2 in which Elavon is required to inform the client of a proposed change in a periodic statement or other notice. They have not produced any copies of any notices to us of any kind as to rate increases. In our files we could not find any and we find it incredulous to think that a financial institution would not keep records. Attached Statement Samples shows the kind of statement we got monthly from Elavon. There is no notation of rates. i. My XX/XX/XXXX email which is self explanatory. j. My XX/XX/XXXX email to XXXX XXXX reviewing the overall situation and our analysis. In it I attached the XXXX Elavon Charges analysis and what they owed us to reimburse us for the overcharges. k. XX/XX/XXXX email from XXXX XXXX to me indicating that they have deemed that they are not at fault ; that theyre willing to give us a three month refund ; and other factors they offered which they indicated would save us money. We have not responded to this because we have last any trust in Elavon and hence we have changed our credit card processing to a different company. 6. The Terms of Services Agreement XXXX XXXX referenced had never been sent prior to his XX/XX/XXXX email. Enclosed TOS - ENG is what he sent. In the Terms of Services the following are of interest : Article 7.3 indicates that they may adjust fees in accordance with Article 18.12. However, Elavon never once notified XXXX that they were changing the rate. Had they done so XXXX would have certainly shopped around for better rates than the 6-7 % rates Elavon began charging without our knowledge. There were and are many substantially better rates in the marketplace. Article 2 sets out that the TOS is binding based on the company application which constitutes the acceptance of the terms and conditions contained in the TOS. The only company application was the original one signed in XXXX. Article 18.6 calls for arbitration for any disputes. However XXXX can not afford a full scale arbitration. We need to rely on consumer protection. 7. We have never received any of the documentation that XXXX XXXX of Elavon has claimed was sent and they have not been able to produce any such documentation. They have consistently tried to obfuscate and, in my mind, their claim that they have no records is a falsehood. This is a financial institution after all! 8. I, XXXX XXXX, became XXXX of XXXX in XX/XX/XXXX. I am an unusual XXXX in that I had a business career of over 25 years before beginning my training as a XXXX. Prior to me becoming XXXX in XXXX, XXXX there was no one in the organization who had the business acumen to analyse the credit card charges, and Elavon took advantage of this to charge whatever they wanted at egregiously high rates. Elavon never properly informed us of any of these rate changes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have the US Bank Cash+ Credit Card XXXX I have been not getting the Rewards Cash back as the company advertised. I fear there is likely intentional avoidance to prevent giving customers the correct amount of cash back. I have signed up for the correct categories on the US Bank signup page. I should to be getting 5 % cash back on TV, Internet , & Streaming Services on my credit card. There have been multiple instances where US Bank has refused to give my the 5 %, instead defaulting to 1 % for no reason. I have such obvious merchants that US Bank lists on their website as being supported : XXXX, XXXX, and XXXX XXXX XXXX that there is no reason I should be having any issues. There have been instances where XXXX XXXX XXXX was given 1 % and 5 % cash back. This could not have happened since there was no change in billing and the information has come through the exact same. Additionally, I have never received 5 % cash back on XXXX or XXXX, only " qualifying '' for 1 % cash back for billing with two of the largest merchants in streaming. I pay my bills through them directly and should have absolutely no issues. US Bank claims may claim that these " discrepancies '' are because of codes that the merchant uses. If that is the case for XXXX, XXXX, and XXXX XXXX XXXX then I am wondering if US Bank is defrauding thousands/millions of customers either intentionally or due to their faulty system. Again, I will repeat that these merchants are listed on the US Bank website directly when signing up for these cash back rewards. I am demanding that US Bank looks at each of my changes, adds to my rewards balance what I am owed, and then continues to categorize correctly indefinitely. I then demand that an independent consumer watchdog launches an investigation into US Bank 's fraudulent activity to ensure that they are not defrauding their customers with this obvious ploy to pay out less in credit card cash back rewards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: So I filed for unemployment back on XX/XX/2020 and was APPROVED. The sent my my UI pin and I elected to get a prepaid debit card. I was advised mailing takes approximately 7-10 Buisness days. Its now XX/XX/2020 and I still have no prepaid card. I have not been able to get in touch with anyone not at the unemployment office nor at the US Bank Relia Card Holder services. Yesterday I was holding for over 3 hours. This morning I was holding for over an hour before we gave up and contacted you guys. Now mind you we have been trying to contact the offices for weeks now in reference to the card and nothing works. I have been unsuccessful. I have had an entire agent from the Unemployment office email me directly asking questions pertaining to my unemployment insurance basically hounding me about my unemployment and over a couple of days going back and forth and making sure I answer all of his questions, I asked him the question about my pre paid bank card and why I havent received it and was there a way I can file with them a lost and or stolen debit card and he never responded and that was less then a week ago. I lost my UI pin and requested a new one and nothing happened with that either. We are about 6 weeks in and I need to pay my bills including rent for my family of 3 and still nothing has been done!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A