Date Received: 2020-03-05
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Unknown parties on XX/XX/2019 attempted to transfer {$10000.00} from a Never activated US bank personal credit card. This Credit card was somehow activated before the attempted transfer to XXXX XXXX XXXX. US Bank stopped the attempted {$10000.00} transfer. Then unknown parties on XX/XX/2019 executed a cash advance of {$6200.00} from the personal credit card to a US bank business account that US bank did not stop or call customer. On XX/XX/2019 Unknown parties ACH transferred {$6200.00} from the US bank business account to a XXXX XXXX XXXX. US Bank notified US Bank personal credit card customer by mail XX/XX/2019. Currently, {$6200.00} plus interest is {$6900.00} balance in Debt collection. US Bank denies all responsibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60035
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Us bank calls me every day on my credit card. My payment will be one month late and each time I talk with them I told them I was going to pay a large amount at once due to my house being sold. They hoards me sometimes calling two and sometimes 3 times a day. This is total harassment. I've told them I had a XXXX XXXX and had to change jobs it's XXXX XXXX XXXX. I want them off my back I reccomend nobody uses bank credit cards or morthage. They are not people friendly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46835
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received marketing correspondence from Mastercard saying they would offer me cellphone insurance once I started paying my bill with their card. I had a claim and submitted it through my primary insurance at XXXX. I submitted the required documentation to Mastercard but they denied my claim saying they needed an itemized repair receipt. XXXX has the right to repair or replace your phone and XXXX replaced my phone and billed me for the replacement deductible. I don't have an itemized repair receipt because of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75204
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Problems at the end of the loan or lease
Subissue: Excess mileage, damage, or wear fees, or other problem after the lease is finished
Consumer Complaint: I leased a new XXXX XXXX XXXX XXXX through U.S. Bank. The lease started in XX/XX/XXXX and the monthly payment was {$480.00}. I was current through my entire lease of 36 months and the last payment ( # 36 ) was made on XX/XX/XXXX. My bank account was on auto pay so I was current throughout my entire lease and did not miss a single payment. My bank account was charged on XX/XX/XXXX for another monthly payment of {$480.00}. I called the US Bank postmaturity leasing department on XX/XX/XXXX, spoke to XXXX, and explained to her I had an extra payment withdrawn from my bank account and needed a refund in the form of check or a refund to my bank account. she explained that if I did not turn off or cancel my auto pay that sometimes US Bank incorrectly will withdraw another payment. I was told a check would be sent out to my house. On XX/XX/XXXX I received a letter from US Bank stating that all known charges associated to my lease have been satisfied. I called the end of term department and asked for a account statement to be sent to my home with detailed information of all my payments. I received a detailed account history on XX/XX/XXXX from US Bank but it DID NOT include the closing transactions which would show my overpayment of {$480.00}. I called on XX/XX/XXXX when nothing had come. I spoke to XXXX and was told that my check was cancelled In XXXX before it was sent out to my home but was not given a reason for why it was canceled. At this time I asked to speak to his manager or supervisor about my refund check cancellation and he said his supervisor, XXXX, would be in contact with me shortly. I did not receive a call so I called back on XX/XX/XXXX and asked for XXXX to call me. I was told she was in meetings and was unavailable and to wait for her call. She called and left me a voicemail while I was working two weeks later on XX/XX/XXXX. Her voicemail said to call her department back if I still needed assistance. So, I called back on XX/XX/XXXX and spoke to XXXX who apologized and said that research was being done on my account and should wait a few weeks until that was completed. I called back on XX/XX/XXXX, spoke to XXXX and was told that my account was still being researched. I asked her to send me a detailed account statement INCLUDING the closing transactions at this time. I received the same statement that I originally was sent WITHOUT the closing transactions. I called again on XX/XX/XXXX and spoke to XXXX who thanked me for being patient and stated that the research should be finalized within the next day or two and stated that she would bring this to her supervisors attention immediately. She said to call back in the next day or two if I had not heard back US Bank. I am concerned that US Bank is using these delay tactics on many of its customers to avoid distributing refunds owed. I am furious with this whole situation and how poorly US Bank has handled my refund and the customer service of US Bank end of term department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/2020, U.S. BANK Located on XXXX XXXX XXXX , XXXX, IL XXXX, Shut down my account and held over {$4000.00} in the account for absolutely no reason, they gave me a numbber, her name is XXXX, i don't know what she does but all i was given is a phone number : XXXX, when i called her, she said, OH you sent money thru the account and received money, sorry but we're shutting down your account, that was ALL, no reason at all, they have caused me financial damages right now unable to pay bills on time and many other problems, and they're refusing to hand me my money, they said it will probably take months for you to be able to get them, please i need help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61704
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX I mailed two checks for credit card payments at the post office. One was to XXXX, the other to North Shore Bank. The check to XXXX cleared my checking account in five days. The check to North Shore bank took eleven days to clear my checking account. The XXXX statement from North Shore Bank shows the check to have been received one day late on Sunday XX/XX/XXXX and eight days after it was mailed. North Shore Bank assesses some {$70.00} in interest and fees because of this alleged late payment. North Shore bank has declined to reverse these fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: In XX/XX/XXXX, my credit card was hacked and fraudulent charges were charged to my account. Instead of contacting me, USBank Visa abruptly canceled my card. This normally would not have been an issue, but I was on vacation at the time and it was my only means of paying for my car rental and car rental insurance. That is when I first realized this company has truly awful customer service. When I called to determine if my car rental insurance was still active, I was on hold for over 30 minutes. I then needed to be fully verified. This took an additional 20 minutes. This is an issue because 1 ) They use publicly available information ( They even admitted to this. ) and 2 ) They needed to send a text message to my mobile phone. To address the easy issue first, the text message. My phone is from the early XXXX and it can not receive a text message while I am on the phone. It has never worked and even though I can answer all of their other questions, I can not be fully verified. I do not have a different number to use to receive this text message, so it isn't like I can just call from another phone. While I was on vacation, I was sitting in the rental car office on hold for nearly an hour trying to ask a simple question that didn't need any verification anyway. All I wanted to know was if my insurance would still be covered. Since XXXX, I have been trying to get rid of my mobile phone and though USBank has removed my number, USBank Visa will not. So, I am still paying for a phone that I never use and I can't change the number because I can not be fully verified. When I explain this to USBank Visa I am told that I will get a call from them to verify my identity and then everything will be fine. I have been trying to get this call since XXXX. The last attempt was on XX/XX/XXXX. I was told they would call back within 2 business days. It is now XX/XX/XXXX and I have not received a call from them. The second issue revolves around them using information that anyone can XXXX to verify my identity over the phone. It wouldn't be so bad if they used the standard information, like SSN, address, birth date. But USBank Visa has crossed a line and gone into stalker territory. I have been asked about my father 's middle name, my brother 's address, the city I was born in, and the state that issued my SSN. Granted the last one is available online, but knowing my relatives and having this information connected to my accounts is crossing a line. I have told them this and told them I don't want this information attached to my account. Their response is that this information is publically available and therefore open to them. I respond with, " If it is publically available, then how can it be used to verify my identity? '' I usually get transferred to a supervisor who tells me that I will get a call, but never do. Through all of this, it has taken 2 months to get my new card activated, though in the meantime I was charged my annual fee. So, I am paying my annual fee even though I can really only use it now for less than 1 year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 13090
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I settled this in full in XXXX, us bank shows I didnt so I sif again XX/XX/XXXX with XXXX XXXX and they sent me a letter confirming this. I called XXXX and they said it didnt matter, they needed confirmation from us bank that it was sif and XXXX base came back that way and didn't see any of that information which is incorrect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50701
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: FORMAL COMPLAINTS AGAINST XXXX XXXX XXXX XXXX AND ELAN FINANCIAL SERVICES OVER MISREPRESENATIONS IN THE TRANSFER OF XXXX XXXX CREDIT CARD OPERATIONS TO ELAN, AS WELL AS OTHER RELATED AND SEPARATE ABUSES BY XXXX XXXX OF MEMBER # XXXX, COMPLAINANT : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, CA XXXX ; Contact Info : phone XXXX ; email : XXXX XX/XX/XXXX TO : CONSUMER FINANCIAL PROTECTION BUREAU RE : FORMAL COMPLAINTS AGAINST ELAN FINANCIAL SERVICES AND XXXX XXXX XXXX XXXX FOR IMPROPER, CUSTOMER-or-MEMBER ABUSIVE POLICIES & PROCEDURES, MISREPRESENTATION & FRAUD { NOTE : SUPPORTING EXHIBITS ATTACHED TO COMPLAINT } Background : Complaint is herewith filed by this semi-retired professor of economics and business, including Money and Banking, who is a multi-year member of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) holding their VISA card. After servicing this card for decades, in Fall XXXX & without advance notice to or the agreement of its members, XXXX XXXX ( now based at XXXX XXXX XXXX, XXXX, MA XXXX ) sold all its VISA credit card operations to Elan Financial Services, an independent firm based at either XXXX XXXX XXXX, XXXX MN XXXX and/or XXXX XXXX XXXX, XXXX XXXX MO XXXX ; and/or XXXX. XXXX XXXX, XXXX ND XXXX ; all of these addresses are listed as home of Elan Financial Services : the ND address per letters Elan sent to complainant ( see Exhibit B ), while on-line data sources give different addresses. Chronology : Upon first discovering transfer of what then seemed only credit card servicing from XXXX XXXX to Elan, complainant herein began emailing his own institution, XXXX XXXX, objecting to several aspects of the unapproved transfer, per email samples in Exhibits ; Elans replacement of XXXX XXXX as his managing bank, combined with vague on-line references to your financial institution which was absolutely NOT any school I had ever attended ; the new requirement of several additional time-consuming steps to access my VISA card account only via Elan ; Elans continuous nagging for income data from the complainant, with no opt-out allowed ( the only choices were to provide income to Elan now or later ) ; the poor reputation of Elan Financial judging from a long stream of very bad internet reviews ( per sample, Exhibit 7 ) ; improper failure of XXXX XXXX to consult its membership and account holders about credit cards being transferred to Elan ; lack of any real XXXX XXXX explanation regarding Elan ; and, in general, violation of prudent man rules. { My attempt ( per Exhibit 6 ) to exclude XXXX XXXX from these complaints failed after complainant later found out, only from Elan ( per exhibit B ), that XXXX XXXX had totally misrepresented facts of the matter -- and in truth had actually sold all VISA card operations to Elan & not just transferred servicing. } FORMAL COMPLAINTS AGAINST XXXX XXXX XXXX XXXX & ELAN FINANCIAL SERVICES ( 2 ) Promptly, upon receiving a replacement XXXX XXXX VISA card in the mail from Elan Financial Services in XXXX, XXXX, complainant suspected that a fraud was occurring, since he got no advance notice or information from XXXX XXXX that their VISA credit card operations were being changed in any way ; due to his serious security concerns, complainant called Activation Number on new card to find out if it was actually an XXXX XXXX VISA card, particularly as card # changed. Elan staff then assured complainant that their card was his new XXXX XXXX VISA, which they activated. XXXX Later, per Exhibit B, Elan tried to distort topic of this call. ) At that point & only after first ignoring his several member complaint emails, XXXX XXXX, interim CEO of XXXX XXXX, finally replied by email and proposed calling complainant on XX/XX/XXXX to supposedly listen to his issues and also reassure him as to Elans role. Her colleague was also on that phone call, which went reasonably well -- but to the best of complainants knowledge, he was never told that his own financial institution, XXXX XXXX, had sold all XXXX XXXX VISA card functions to Elan Financial Services a sale of which he had not been informed, and to which he has never, ever consented. Status and Needed Actions : After many more months, none of the specific recommendations from complainant, a former professor of money and banking et al., which the XXXX XXXX CEO stated would receive serious consideration, have been implemented. Further emails to XXXX XXXX CEO XXXX over the next four months have produced zero positive result in terms of XXXX XXXX taking any responsible, corrective actions in support of its own members. Nor have several communications to the XXXX XXXX Board received any response, let alone any action ( See Exhibit 9 ). Rather, Interim CEO XXXX has tacitly supported Elans incompetent & negligent misconduct by failing to properly notify XXXX XXXX members of the specifics of the transfer of VISA cards to Elan ; by failing to take any useful or constructive corrective actions with Elan as part of that sale/transfer ; or even providing, upon repeated requests of complainant, any direct email address for Elan Executives or for their Corporate Level itself. Further, complainant has zero evidence that his issues were seriously considered by the XXXX XXXX Board ; nor is any information on communicating with Board Members provided by XXXX XXXX. Elan Financial Services claims, per their letters of XX/XX/XXXX and XX/XX/XXXX ( Exhibits B, C ) that Elan is now the sole credit grantor and decider as to XXXX XXXX members credit status and worthiness & that XXXX XXXX makes no such decisions : an abdication of XXXX XXXX responsibilities to its own members, without our consent, as we were not consulted, and never agreed, to transfer of our own VISA card to Elan Financial Services ; nor has the XXXX XXXX Board provided any evidence ( per Exhibit 9 ) of its consultation or agreement. RECOMMENDATIONS, REQUIREMENTS, AND RESOLUTIONS : 1 ) FOR XXXX XXXX XXXX XXXX : Immediately establish a RESPONSE UNIT to handle XXXX XXXX member concerns promptly, expeditiously, and substantively. Fill its long-open CEO position with an outside banking professional within 30 days. Provide its Board contact information clearly on its website and by mail. Implement a full independent audit and review of the transfer of its VISA credit card operation to Elan Financial Services ; and promptly implement any and all recommended steps to achieve credit cards representing XXXX XXXX, not Your Financial Institution, and meeting or exceeding all terms of prior XXXX XXXX cards ; otherwise, prompt reversal of the awful XXXX XXXXELAN FINANCIAL relationship as to VISA card issuance, for cause & in best interest of our XXXX XXXX XXXX XXXX. In addition, XXXX XXXX must cease allowing ELAN FINANCIAL SERV. TO SEND FALSE/MISLEADING EMAIL OFFERS TO XXXX XXXX MEMBERS BY PRETENDING TO BE THE XXXX XXXX ITSELF! 2 ) FOR ELAN FINANCIAL SERVICES : Immediately cease and desist from all misleading and false representations as to ELAN credit cards actually being issued by another financial institution with which ELAN partners or is affiliated e.g. XXXX XXXX XXXX XXXX. A full audit of all ELAN credit card operations is urgently needed to review their rules and procedures as applied to credit cards they issue for other firms, or for credit card operations ELAN has purchased from other banks. ELAN must immediately implement full email communications for their customers and/or cardholders. DUE TO PAST HISTORY OF ABUSES PER EMAIL REVIEW SITES SUCH AS XXXX, ALL ELAN OPERATIONS SHOULD BE INDEPENDENTLY REVIEWED AND AUDITED FOR FULL FEDERAL AND STATE COMPLIANCE & ELAN TO BE SPECIFICALLY REQUIRED TO FOLLOW BEST BANKING PRACTICES & MEET PRUDENT MAN STANDARDS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: US Bank closed my account after a fake loan company deposited a bad check into my savings account in XX/XX/XXXX. I filled out several pages of identity theft paperwork notarized affidavit, name of loan company, phone numbers, etc. US Bank closed my account after that with a charge off due for the bad check amount, ruining my credit score. In XX/XX/XXXX my score was XXXX in XX/XX/XXXX my score plummeted to XXXX. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44113
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A