Date Received: 2023-11-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Reported my husbands death to Fidelity. Their card partner is with US Bank. Fidelity support has been perfect. Met at Fidelity office in XXXX VA XX/XX/XXXX. On XX/XX/XXXX I received an email from XXXX XXXX that my card was denied. My cards had been cancelled because my late husband was the authorized person and I was just the authorized user. We are retired. My husband passed suddenly due to complications from XXXX XXXX XXXX. This widow was in shock. My husband was an accountant. We used and paid our credit card off every month. I was not made aware of the process or what to expect regarding my card. I can not log into the account. I called, submitted the Will showing I am executor, I am responsible for the bill and will pay it off! I need a YTD summary of the card for tax purposes. They told me to pull off the internet a small estate affidavit. I went back to the branch and followed these instructions. Told I would hear back within 48 hours NO communication. On XXXX I reached out via Social media and had a conversation with them via cell. An official complaint was filed and again, someone would call me back. Have not heard anything until Yesterday, XXXX I received a letter in the mail stating that I owed {$16000.00}. This is about {$2000.00} more than the call center rep said my balance was just two weeks prior. And my card was closed so how are there additional Charges? Note : the card is issued by XXXX, I believe its a division of XXXX Bank. As a grieving widow how can this happen to a premier XXXX Bank XXXX? I want to pay the bill~ without late fees and I want to see what I am paying off with an itemized current bill. I also need the YTD account summary of charges for tax purposes and I need to understand WHY this happened? Why NO-ONE has helped me or provided an explanation. I have spoken with XXXX people and more than half of them say, yes we know this is a problem WITHIN their organization! It did not need to get to this point!! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: My loan got refinanced with U.S. Bank and U.S. Bank took over the loan but at the same Time that the refinance was happening, XXXX XXXX bought the loan out and my mortgage with XXXX XXXX never got paid off had a loan with U.S. Bank and was paying on it a year later. I got a foreclosure notice stating that my property was being sold off has affected my credit report drastically. as soon as got for closure notice got a hold of XXXX XXXX talk to multiple managers said the problem would be resolved but the problem was never resolved got a letter that my property was being sold had to pay {$10000.00} out-of-pocket to pull my property out of foreclosure, while I was paying a mortgage with U.S. Bank that shouldve done a refinance on my property. had to use my refinance money to pull my property out of foreclosure, so I could not pay off my credit card debt have been racking up credit card debt with high interest has been very difficult
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I opened a {$250000.00} Home Equity Line of Credit ( HELOC ) with Union Bank about a year ago. I hoped to use the funds to pay for a long-needed backyard renovation. I set up automatic electronic payments though my XXXX XXXX XXXX checking account and the process had gone exceedingly smooth until the takeover by US Bank. US Bank has failed to consistently apply submitted payments to my HELOC account, as will be demonstrated below and in the attached document, and as a result has my account in a locked paydown status. If US Bank had consistently applied the payments they received from me, my account would not have met the standard for paydown status and therefore should be reopened immediately. It is highly understandable that when two big complex organizations come together, there will be issues, inconsistencies and things falling though the cracks. US Bank clearly has these issues but have failed to own up to them. I have met at least three times with the Branch Manger at the XXXX XXXX XXXX, ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, WA XXXX ) XXXX XXXX XXXX XXXX XXXXXXXX ) and another three times with his colleague XXXX XXXX ( XXXX XXXX ). Both have made a dozen calls within their organization to advocate on my behalf, without success. The consistent message has been he is responsible for keeping the account current and once an account is in paydown status there is nothing we can do ; you would need to apply for another HELOC. I would agree that it is my responsibility to keep the account up to date, but would add that US Bank has a responsibility to credit payments to my account when they receive them, and they have a responsibility to have a smooth handover when acquiring another institution. This is the dispute between the bank and I. I dont believe its my responsibility to overcome their inconsistency and operational clumsiness in merging with Union Bank . I ask for your help in applying some reasonableness to the situation and returning my account to good standing. The below is a log of payments made to Union Bank via XXXX XXXX XXXX electronic transfer bill pay to Union Bank Account Number ending in XXXX. All payments were submitted in the exact same manner, payee, and account number. Date Amount Status XX/XX/XXXX {$1300.00} Credited XX/XX/XXXX {$150.00} Credited XX/XX/XXXX {$1300.00} Credited XX/XX/XXXX {$5000.00} Not Credited Returned 26 Days later XX/XX/XXXX Changeover from Union Bank to US Bank XXXX {$1300.00} Not Credited Returned 11 days later XX/XX/XXXX {$1300.00} Credited t XX/XX/XXXX {$1300.00} Not Credited. XXXX {$1300.00} Credited to my HELOC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98040
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I accidentally made minimum payment twice for the credit card to make sure they don't ruin my credit. I had assigned a future payment for the credit card which did not show at all in the option that says manage payments or pay option. When I asked for reversal of just one payment to credit card back to my checking account, the spokesperson told me it will take 3-5 business days for the wire transfer to appear on the account. In 2 days they charged me overdraft fee for {$50.00} and {$50.00} each to my credit card account. When I explained the problem to the lady, she told me she cant reverse the fees. If my payment of {$190.00} was reversed and returned via wire transfer why would I be charged additional fees besides what they have been leeching off from me ( atleast {$100.00} for interest charges ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90061
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hi there. Im typing this in hopes to avoid having to cross state lines in order to retrieve funds that US Bank is holding, and making me visit a branch in person to retrieve. In XXXX, I saw that US Bank was running a promotional {$500.00} bonus when you open an account and deposit {$5000.00}. I figured it was a good deal, and decided to open the account. Admittedly, US Bank is not local to me, as I have other bank accounts elsewhere that dont even have physical locations. So fast forward, US Bank sends me a new account funding form to fill out with my external banking information, and sweeps {$3000.00} ( which was the minimum I then planned to transfer {$2000.00} more in order to meet the bonus requirements ) out of said external account and I figure all is well. However, once the {$3000.00} transferred, I then went on US Bank to initiate the remaining {$2000.00} from my external account and BAM. Everything was blocked, jammed, and frozen. So long story short through a TON of frustrating phone calls, I am eventually told US Bank is closing my account. I figure okay well why? It turns out the risk department noticed irregular activity, and my relationship with them is no longer an option. While its the first time this has happened, I figure okay, send me the cashiers check and Ill be on my way I guess. Three months later in XXXX, I receive the final XXXX statement that shows the money was debited out of my account, which I was under the impression the cashiers check was mailed to my house, as thats what every US Bank employee on the phone told me but lo and behold I still have no cashiers check. Push came to shove and its now XXXX, and through my persistence, Ive come to find out that my funds are being safe guarded, because US Bank cant verify the funds in the external account, and are telling me to get in contact with branch employees in order to resolve the matter, which is exactly what I did. In contacting a branch, I provided the necessary documentation to prove everything even with the new account funding form and external bank statement, the whole 9. Furthermore, in banking, if the funds were to be returned from my external account, this process would have already happened within days of the transaction, not 5 months later. Anyway, the branch employee says everything I provided looked good, and she got approval to release the funds, but is still firm stating that I absolutely HAVE to come into the branch to be verified in order for the funds to be released. The problem is that Im not located in US Banks footprint. Im located outside of XXXX, and the nearest US Bank branch is XXXX hours one way in some small town in XXXX, so a XXXX hour round trip drive is what is needed in order for me to recover the funds that US Bank transferred out of my external account and then froze. After doing extensive research, Ive come across similar situations where new customers have sent off red flags like fraud and check kiting ect., but I literally just did two ACH pulls with US Bank to pull funds from my external account. None of my transactions were withdrawals directly from US Bank. This is truly my last attempt, as I am simply seeking US Bank to mail my funds in a cashiers check form instead of me having to complete a XXXX hour round trip, as I have also recently had a XXXX child.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18944
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: US Bank account 1. On XX/XX/XXXX, XXXX, a banker at the XXXX location, opened a business account for me and promised a {$500.00} bonus if I maintained a {$5000.00} account balance. To meet this requirement, she transferred {$5000.00} from my personal checking account to the business account, instructing me to leave it there for at least 60 days to receive the bonus. After more than two months, I still hadn't received the promised {$500.00} bonus. On XX/XX/XXXX, I returned to the bank to file a complaint. XXXX didn't want to resolve the issue and referred me to another banker under her supervision. This new banker claimed it was my fault and insisted I needed to deposit {$5000.00} in new money into the business account, a requirement I was never informed of. However, they never got back to me. On XX/XX/2023, I decided to visit a different branch at XXXX and filed a complaint with XXXX XXXX, the branch manager. He promised to get back to me soon, but I haven't heard anything since then. 2. XXXX also offered to open a savings account for me, assuring me there would be no fees regardless of the account balance. However, I later discovered that there was a $ 5 monthly fee, which contradicted her initial statement. I believe there may be a network-wide issue within the bank covering up the misconduct of its employees. I'm seeking assistance to resolve this stressful situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97230
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I received two different prepaid gift cards ( {$100.00} each for a total of {$200.00} ) as wedding gifts. These were both issued by US Bank. The cards were purchased by two different people at two different stores at different times. To date, I've not been able to use either card successfully due to what US Bank says are fraudulent transactions. Gift Card # 1 -- I have not been able to activate or use this card at all. When I called US Bank, I was told that the card was deactivated in XX/XX/XXXX because of fraudulent activity. This makes no sense because the card was purchased in XX/XX/XXXX. My friend even sent me the receipt to confirm the purchase date and amount. How can a card purchased in XX/XX/XXXX be deactivated because of fraud that supposedly happened 11 months ago? US Bank refused to issue a new card or reactivate the existing card. The store where it was purchased will also not help, saying that it's US Bank 's problem. This is {$100.00} completely lost. Gift Card # 2 -- I successfully made one purchase from XXXX for {$45.00} on XXXX XXXX. I tried to use the card again on XXXX XXXX, and the transaction was denied. I tried again on XXXX XXXX and the transaction was denied. I called US Bank and was told there was a XXXX balance because the remaining {$55.00} was used at a XXXX XXXX store in Virginia. I live in XXXX XXXX. How is that possible? The card has not been out of my possession and has been used only once at XXXX. US Bank said that they would " investigate '' and replace the balance ( for a {$5.00} fee ) if I FAX information and a copy of my ID to them. Given that this is XXXX, I don't have access to a fax machine. They also said that I could submit the information online, but when I try, I only get error messages from their website. I will also note that both cards came completely sealed in cardboard holders. No numbers or barcodes were exposed to indicate there was any tampering. I find this entire situation highly suspicious to the degree it might even be an internal theft ring. How are brand new cards being subject to this much fraud? Is someone at US Bank waiting to see what cards are activated and then stealing the numbers? Why is US Bank insisting on faxes as their primary form of communication to " fix '' the problem? Why would they charge me a {$5.00} fee to fix their own issue? Why does the website not work when I try to file a fraud dispute? This whole thing is crazy and reeks of a scam. These prepaid gift cards are the kind that are often sold in XXXX areas, which may explain the lack of attention and customer service from US Bank. Many times, consumers of these cards lack the knowledge of how to deal with the system and get their money back, which means more profit for US Bank at the expense of XXXX communities. In my case, I've been able to use less than 25 % of the balances that I'm rightfully owed. It's shameful!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90006
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023 I opened business gold checking account with US bank for my business which is located less than XXXX from the local US bank branch. I intiated the {$100.00} opening deposit on that same day via ACH. The following day, XX/XX/XXXX, I entered a US bank branch and depsite receiving poor, discriminatory, and unprofessional treatment from branch employees I deposited a business settlement check in the amount {$30000.00}. I was told there would be an extended hold on the funds for the check to clear which was fine. The following business day, XX/XX/2023, while setting up the online business app I was locked out of the account. Upon contacting US bank I was told the account was being closed but was not given a reason because it was a different department. I was given a name and number to call for specific information regarding the closure. To date, I have left several messages for the person I was told was handling the account but have never recieved a call back. On XX/XX/2023 I contacted the issuer of the the check to verfify that it had cleared and there were no issues with the funds. I was informed the check cleared on XX/XX/2023 and the funds had been transferred to US BANK without issue. It is now XX/XX/2023 and I have yet to receive any communicion from US BANK regarding this issue of why the account was closed or why they are holding my funds for such an extented period of time when everything is easily verifiable and all funds have cleared without issue. I have just recieved the latest account statement which shows that the account is still techinically open and the balance is currently {$29000.00}. I have been in business for many years and have a large physical location near a US bank branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: It appears your Insurance evidence department is mistaken on the requirements for flood Insurance as they have not changed since XXXX and XXXX. Please see below information regarding this designation. Only equal to the outstanding principal balance of the loan can be required. Additionally it covers the building only not land as for fixtures or furnishings contained, all have more insurance than the actual contents on each policy as they stand. Placing more Insurance value in contents than what is actually in the buildings is over insuring for contents that never could be claimed. As the loan principal balance is {$280000.00} The current building coverage at {$1000.00} it is currently insured for XXXX times the principal balance which exceeds the requirements of the loan. at this point I have not been given any answers. My Commercial loan statement invoice, has a charge on it which states Replacement XXXX XXXX : {$780.00} which you have told me its for Bldg 1-3 which I have already added {$200000.00} which the total coverage is now : {$500000.00} which is the maximum coverage for anyone policy. You have said that addition coverage has been put on for : XXXX XXXX, Additional {$30000.00} Coverage For contents. XXXX XXXX, Additional {$32000.00} Coverage For Building. XXXX XXXX, Additional {$35000.00} Coverage For Building, and {$30000.00} For contents. Who is authorizing This? I want answers now. This is Extortion and Illegal. SENT TO US BANK ON XXXX It appears your insurance evidence department is mistaken on the requirements for flood insurance as they have not changed XXXX and XXXX. Please see below information regarding this designation. Only equal to the outstanding principal balance of the loan can be required, additionally it covers the building only not land as for fixtures or furnishings contained, all have more insurance than the actual contents on each policy as they stand. Placing more insurance value in contents than what is actually in the buildings is over insuring for contents that never could be claimed. As the current loan principal balance is {$280000.00}, The current building coverage at {>= $1,000,000} it is currently insured for XXXX times the principal balance which exceeds the requirements of the loan. at this point I have not been given any answers. My Commercial loan statement invoice, Has a charge on it which states Replacement Resv Due : {$780.00} which you have told me its for BLDG 1-3 Which I Have already added {$200000.00} Which the total coverage is now : {$500000.00} which is the maximum coverage for anyone policy. You have said that addition coverage has been put on for : XXXX XXXX, Additional {$30000.00} Coverage for Contents. XXXX XXXX Additional {$32000.00} Coverage For Building. XXXX XXXX, Additional {$35000.00} Coverage for Building, And {$30000.00} For contents. Who is authorizing this? I want answers now. This is Extortion and Illegal. SENT TO US BANK XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
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 requested balance transfer of {$1300.00} to pay off XXXX XXXX from US bank. The initial transaction had some issues so US bank told me they had canceled it and then I made another balance transfer of the amount {$1300.00}. The second time it was processed and the payment of {$1300.00} went through. Later I notice the first transaction was also posted to my account which I did not authorize and was supposed to be canceled. I called the usbank 5 times to get it canceled before it was posted and in all instances they assured me that it was canceled/stopped! Now XXXX XXXX has cashed the cheque, usbank is saying they cant reverse the transaction or credit. Ive talked to multiple people at usbank but received no solution. I just want the transaction and the fee charged with it taken off my account!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A