Date Received: 2020-04-29
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I have been trying to get a replacement card for my unemployment benefits since XX/XX/2020 and I haven't been able to contact no one my bills are over due and I'm about to be kicked out of my place because I am behind on rent. To whom it may concern can you please over night me a replacement unemployment card so I can pay my bills My name is XXXX XXXX address is XXXX XXXX XXXX XXXX Louisiana XXXXThank you and may God bless you and your Staff
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 712XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a forbearance agreement with Us Bank and initially they had told us that it was only good for 90 days then a payment would be due for the months missed. I called today XX/XX/2020 and spoke with a Lady named XXXX id # XXXX at there Missouri office and informed her that I wanted my 180 day forbearance as required by the cares act under the law she said it was not possible only 90 days then I would half to call back I guess every 90 days I referenced the letter sent to the Banks by commissioner XXXX XXXX # XXXX as to what is supposed to have happened. But Us Bank keeps misleading customers in to believing its only 90 days and you half to make a lump sum payment. ( Also that's what the rep stated to me as well ) If at all possible can you inform Us Bank to correct themselves in misleading consumers in to believing its only a 90 day forbearance period and to quit relaying this information to their customers and set the forbearance at the 180 days per the Cares Act. Instead of making there own interpretation of the Law. Thank You XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87123
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a cashier 's check for XXXX in an ATM at XXXX XXXX XXXX, XXXX XXXX, MO XXXX as the branch was not open. This check was proceeds from a cash out mortgage refinance to pay off a car loan. First, the title company sent the check to the wrong address. Second, when I put the check into the ATM, I received a receipt that said they could not deposit the check and the check was not given back. I was given a receipt saying call XXXX. I have been calling for a week now and they say it will take 10 business days to deposit this check. In the mean time US Bank is charging me interest on the mortgage loan I took out. I have called at least 5 times and they can not even tell me if they have the check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63122
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I have received 4 deposits from unemployment and. i have been calling since XX/XX/XXXX to get a replacement card and there is no answe with us bank relia card. I have been on hold more than 15 times for more than 2 to 2 1/2 hours and the call is disconnected as if someone is hanging up the call. I am no longer able to check my balance with the automated system using my phkne number the card was issued initialy around XX/XX/XXXX and i have not used it since XX/XX/XXXX and i am unable to get through with a agent and or chat online to receive a replacement card. I use the option to report the card lost or stolen via the automated system and never can get through I have no online access to view my information. I am unable to chat with a virtual assistant. I am in need if my money to pay bills and live my daily life. i have called several numbers for us bank relia card and still have not bewn able to receive a replacement card. I feel that employees may be picking up the line then transferring the calls while on hold i hear music then silence then more hold music. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43227
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I applied for Pa. UC on XX/XX/2020 and was accepted and payments were started for my account, I can check the payments and see they are paid to " US Bank ReliaCard XXXX but they have fail to send me the required Debit card so I can access the funds that are being paid on my behalf, I have called the phone numbers provided several times each day and spent as much as 4 hours on hold with no one ever answering the phone, from what I have read the debit card should have been issued about 10 days after the first payment was made, as of the writing of this letter it has been 44 days, for this amount of time I have had no income even though the funds are available for me but for the lack of US Bank not sending the required Debit Card. I am becoming desperate to try and live with no income because it is held by someone who was suppose to have released access to the funds, anything you can do to help would be great. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17356
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XX/XX/2020, with the beginning of the epidemic, I knew that I would not be able to make the minimum payment of {$84.00} required due to unemployment. I had a auto pay set up and cancelled the autopayment immediately to avoid added fees or penalties until I could determine how to get a payment to them. On XX/XX/2020 - an auto payment in the amount of {$160.00} was sent through to my PNC bank account without authorization. When I checked the account in hopes of stimulus check, I saw this debit was issued. I went back online to the credit card site to verify that i had cancelled as I thought I had made a mistake. I hadnt made a mistake. There aren't any scheduled payments listed. I contacted the credit card company and they told me that I didn't do it right when I cancelled the auto payments. I told them thats incorrect and I have a screen shot that I can send to them showing them that the online system gave me an error code and that a transaction to cancel an auto pay could not be done as there wasn't one scheduled to begin with. I told them that they sent through a payment that was not authorized by me and to reverse the payment. I was told that because I was delinquent they would put the request in but it could be denied in three days and I would have to wait. In the meantime, my account is overdrawn and the {$19.00} I had in the account is gone and I will be facing penalties by my bank. XXXX XXXX Credit Card company submitted an UNAUTHORIZED payment to my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15601
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I initiated a payment dispute on XX/XX/XXXX through US Bank for a {$260.00} pre-payment made on XX/XX/XXXX to a merchant that I have not received services for. The services were never delivered and was supposed to be deliver in XX/XX/XXXX. US Bank reviewed my and dismissed my case claiming I need to contact them within 60 days after the error. While the payment date was XX/XX/XXXX the service was supposed to occur in XX/XX/XXXX which mean I am within 60 days. US Bank cardmember services team did not do their job properly and failed to understand chargeback management to the detriment of their cardholders. US Bank did not act in the best interest of their customer and prohibit cardholder from initiate payment dispute. US Bank should side and protect their customer from incorrect transactions and let the payment dispute run through the card network for resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Card was charged without my knowledge. Transactions are from XXXX and XXXX XXXX. I did not authorize these transactions. The total comes out to {$430.00} during the month of XXXX. There was a total of 18 transactions. No help with cancelling the card at all. I tried calling XXXX and no help was provided, and the same with XXXX. I will be making a police report as well. Reliacard US Bank has not been helpful with filing a dispute. There is no way to do it online and I was put on hold for two hours with no help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I had opened an account with US Bank on XX/XX/XXXX. I signed up with a {$300.00} checking bonus offer after completing the following terms : utilize code XXXX, received two or more deposits totaling $ 2,000+ within 60 days, enroll in online banking or the mobile app by XX/XX/XXXX. The promotion expired on XX/XX/XXXX. Right after I signed up, I attempted to sign up for mobile banking the following day after applying, around XX/XX/XXXX. I was asked for my account or debit card number, my social and PIN. Unfortunately, the only thing I had was my social. I was locked out of establishing access. When calling in, I was told I would have to wait for my debit card to arrive in order to create a PIN and set up online log in. I downloaded the mobile app on XX/XX/XXXX as a last attempt, and got the same results. US Bank had made it impossible for customers who signed up towards the end of but still within the promotion period to get mobile/online access due to an action on their end of sending final banking information and products ( account # and debit card ). I went on to complete the main requirements, by completing total direct deposits into the account on XX/XX/XXXX. US bank had reached out to me shortly after I applied on XX/XX/XXXX to see if I needed anything with my new account having opened it online. I replied back to an employee by the name of XXXX XXXX XXXX, Account Setup Coordinator telling her my issue with setting up online banking as outlined above. I received no response. The reply was to her work email, XXXX. I tried to open an inquiry into this situation well after the bonus period, on XX/XX/XXXX. A rep by the name of XXXX XXXX in the email operations department opened a case for me, and told me I had " met the " XXXX '' promotional requirements more than eight weeks '' ago - giving me a timeline of 3-4 business days. Again, I never heard back. I followed up on XX/XX/XXXX. I followed up again, on XX/XX/XXXX. Finally I got a reply on XX/XX/XXXX from XXXX XXXX who was surprised that I never heard from anyone, as my case was closed and I was found ineligible due to the mobile banking requirement. I gave my reasons, and tried to ask for further contact on the matter which has since been ignored. During this whole process US bank acted in incredibly poor faith. Before the COVID-19 crisis, they were unresponsive to any contact, and had made it extremely difficult if not impossible for those who opened accounts towards the end of the promotional period to fullfill the requirements as they only gave 4 business days to create an online profile, but then took nearly 3 weeks to mail a debit card which was a requirement to fullfill one of their requirements. It was a bait and switch. US Bank simply ignored most of my comments on this, whenever it was surfaced. They should have either given more time to get the proper documents and items to set up online banking, or given that information at time of account creation. It was simply impossible to work with US Bank and I believe their inaction ultimately made their promotional advertisement deceptive, while denying {$300.00} and tying up my money for months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a phone call today from XXXX, it was an automated message stating my fiance, XXXX XXXX, owed a debt and it threatened court action if it was not settled. I remained on the line to speak with someone about it, and a guy came on the line and asked for a dispute number, I did not have one, so he put me on hold to look up XXXX XXXX. When he came back I was told that he owed overdraft fees of a US Bank checking account of {$1100.00}, and that with interest it would be {$1600.00}. I was told that a settlement letter was sent to our address 2 weeks prior to this phone call, and that after today, they were taking this case to court and after he would owe {$2900.00}, or we could settle the matter with {$1000.00}, but it had to be a cashier 's check or money order. The guy, who identified himself as XXXX XXXX, said he would put the case on hold for 2 hours, and sent me an email with a docusign document to sign and send the payment in with, I will not upload or have it faxed, I can not see the entire document. I spoke to XXXX about this, and he called US Bank who confirmed that this bank account was closed in 2013, there are not debts owed. I checked the Law Firm listed in the e-document, it is a vague website XXXX, and the phone number listed XXXX is listed as a scam online from many complaints. We are choosing not to respond any further to the phone calls, letters, or e-documents. XXXX XXXX knew our address and the last 4 digits of XXXX 's SSN.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72120
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A