U.S. BANCORP

2019-11-27

Saint Clair Shores, MI

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Application denied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-27

Adelaide, WA

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-27

Lacey, WA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-11-27

Scottsdale, AZ

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: OVERVIEW I opened business checking and business savings accounts with US Bank and there are two issues, corroborating documentation is attached. Both accounts are still open and in good standing : 1. US Bank refuses to honor a promotion they acknowledged multiple times ( also in writing ) I was enrolled in and successfully completed the terms for. I opened a business checking account and savings account in-branch using a public promotion. Various US Bank employees have confirmed multiple times in writing, in person, and over the phone that I was eligible for the promotion, successfully enrolled, and met the terms. This is after several months of false promises and confirmations while I attempted to work with them in resolving the issue. Despite telling me on multiple occasions that I had been enrolled and I met the terms, US Bank ultimately said I wasn't " targeted '' for the public promotion and they will not honor it. They also claim the promo code ( XXXX ) was a one-time use code and already used by someone else when I opened the account. This is highly-unlikely because, in addition to the facts below, the code itself is both generic and not generated for a targeted recipient ( as redemption codes virtually-always are ). I was provided written confirmation directly by US Bank confirming I was eligible and enrolled, including sending me the terms via e-mail so I had them on-hand. Further, there is no language in the terms ( or in any written communication ) about the promotion being targeted. I have exhausted every effort to resolve this with USB, including notifying them of my intent to file a CFPB complaint. 2. The banker didn't open the account correctly and I needed to physically return to the branch on three separate occasions to fix her account opening errors. ATTACHMENTS Flyer with promotion terms Business checking and savings transaction histories showing completion of promotion terms and added USB fees E-mail chains between me and the US Bank banker who opened the accounts Recording of the XX/XX/XXXX call with the US Bank XXXX XXXX manager ( XXXX XXXX ) MAJOR EVENT TIMELINE ( excluding many additional calls to USB about the issue, all XXXX ) : XX/XX/XXXX - I called the US Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX and spoke with a banker, XXXX XXXX. We discussed opening a business checking account and I mentioned the promotion ( attachment 1 ), which she said I'd be eligible for. I forwarded her the promotion via e-mail ( att. 4 ) to save us time in opening the account in branch. XX/XX/XXXX - XXXX encourages me to open the account with her before XXXX so I can meet the deadline for the promotion ( att. 4 ). XX/XX/XXXX - Opened account ( XXXX ) in-branch with XXXX using the promotion, I was provided a flyer in-branch with the terms. XXXX verbally confirmed that the promotion was attached to my account during opening. XX/XX/XXXX - XXXX e-mails me stating that she made an error ( # 1 of 3 ) during account opening and I need to come to the branch to resolve it ( att. 6 ). XX/XX/XXXX - XXXX e-mails me about a second account opening error ( # 2 of 3 ) I need to resolve in branch ( att. 5 ). XX/XX/XXXX - Platinum Business Money Market account XXXX is opened in-branch and funded. I am not informed of the fees on the account ( which accumulate later ). XX/XX/XXXX - XXXX, over e-mail, confirms several terms of the promotion the account is enrolled in ( att. 6 ). She informs me of a third account opening error ( # 3 of 3 ) I must amend. By this time I've already returned to the branch three separate times to fix USBs errors. XX/XX/XXXX - A banker at the US Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX confirms in-person that I am enrolled in the promotion and I have thus far met the terms. XX/XX/XXXX - I speak with a banker at the US Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX. He reviews the promotion terms and my account history and verbally confirms to me that I've met the terms. He notes there is a waiting period for deposit verification in the promo terms and I should only escalate the issue after it has expired. I make a deposit to account XXXX and leave. Late XXXXAll of XXXX - I engage in multiple calls between the XXXX XXXX ( mainly XXXX ) and business servicing, where the branch tells me to speak with servicing and servicing tells me to speak with the branch. There are three instances where bankers at the XXXX XXXX tell me they have sent notices to the back office and I should hear back within a few days. I never hear back, and despite continuous calls to the branch and account servicing, the issue never progresses. The branch and back office continuously shuffle me to each other to absolve responsibility in finding a solution. I am assured by both servicing and the branch, repetitively over the month, that I only need to be patient and this time around itll be resolved. XXXX XXXX - I call the XXXX XXXX and speak to XXXX to inquire why the promotion hasn't been deposited. She confirms with me over the phone that I've successfully met the terms of the promotion and assures me it hasn't been deposited yet because the deposit verification period in the promo terms hasn't passed. She says she's sent a request form to inquire why it hasnt been honored, and even attaches the promotion itself to her e-mail so I can review the terms ( att. 6 ). XX/XX/XXXX - As a last ditch effort, I call XXXX to ask if shes heard from the back office ( this time around ) regarding why I havent received the promotion bonus. She says they just got back to her a few days prior and their research showed I wasnt eligible for the bonus because I wasnt targeted. I ask if she can help me understand the written, phone, and in-person communications Ive been having for months with USB that confirmed I was eligible for the promotion, enrolled, and I completed the terms. She tells me shes sorry for the inconvenience and misunderstanding. FINAL EFFORTS + CFPB COMPLAINT ADVISORY XX/XX/XXXX - I called USB business account servicing and spoke with XXXX XXXX, who informed me that he could schedule a callback with a supervisor about the issue. I informed XXXX that this would be the fourth time Ive done this exact process with his department and to save him time, Im only calling in to check if theres any recourse I can take before filing a CFPB complaint. I appreciate that XXXX seems genuinely concerned and is proactive, though it is clear to us both that there is no recourse available during the call beyond what has already been tried three times. I notify that I am filing a CFPB complaint. XX/XX/XXXX - I called the XXXX XXXX and spoke to XXXX XXXX XXXX recorded call attached ) who identified himself as the manager. I gave background on the issue, which he explained he was already intimately familiar with. He ( somewhat rudely and in an annoyed manner ) questioned why I was following up with an issue US Bank considers closed, telling me his bankers and the back office had done a lot of research on my account and affirmed that Im ineligible for the bonus. The reasons he gave multiple times were the XXXX promo code was already used when I came in, and the code was a targeted mailer. I related that I had records and was calling as a last-ditch effort before submitting a CFPB complaint, and before submitting, I wanted to confirm that there was absolutely no recourse left for me to pursue at this point. He said that the issue is closed and as far as hes aware theres no recourse. I notify I am filing a CFPB complaint. The recorded call with XXXX is attached. ADDITIONAL DATES OF COMMUNICATION These are a FEW confirmed dates I called XXXX and other bankers at the branch to enquire about the status of the promotion, with no tangible effect : XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX These are a FEW confirmed dates I called US Bank 's business account servicing department to inquire about the same, with no tangible effect : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Note the above dates are only those I could verify on my cell phone and DO NOT include about 15 other calls made from my office between XXXX and XXXX, speaking with XXXX XXXX and account servicing. PROMOTION TERM COMPLETION DATES Attachment 3 and 4 contain the transaction histories for checking XXXX and savings XXXX. Attachment 1 contains the promotion terms. Term 1 XX/XX/XXXX - Opened a Business Silver Checking Package XX/XX/XXXX - Opened a Platinum Business Money Market account and funded with {$8300.00} Term 2 XX/XX/XXXX - Deposited {$1600.00} of new money funds to XXXX in-branch ( {$1600.00} of {$5000.00} ) XX/XX/XXXX - Deposited {$2400.00} of new money funds to XXXX in-branch ( {$4000.00} of {$5000.00} ) XX/XX/XXXX - Deposited {$1000.00} of new money funds to XXXX via ATM ( {$5000.00} of {$5000.00} ) US Banks Deadlines ( per their terms ) XX/XX/XXXX - Final deadline for USBs stated deposit verification to happen. XX/XX/XXXX - Final deadline for deposit of the {$400.00} promotional bonus to the savings account ( 45 days after deposit verification ). Not honored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-27

AL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I reported unauthorized charges on a credit card with US Bank and the case number given to me was XXXX and the fraud claim was filed on XX/XX/2019 I was told that the investigation would be over around the the end of XXXX and my fraud investigator 's name is XXXX XXXX, who was very helpful in the process. But as of now, it is XX/XX/XXXX and the negative payment history is still showing up on my credit report. I have made several calls over the last few weeks with no response whatsoever. I would like these charges as well as the negative payments removed from my account and credit profile.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-27

San Jose, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-27

Lake Grove, OR

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-27

Foster City, MI

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-26

Central City, IL

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: In progress

Timely Response

2019-11-26

Crest Hill, IL

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-26

AR

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX of this year we was hit by a tornado and our house was severely damage by a XXXX pound tree falling on it. We contacted insurance and our mortgage company. I wanted to skip a payment cuz we had no clothes or anything and was informed by my mortgage company XXXX XXXX XXXX XXXX XXXX that they offered a disaster relief program and that it was standard to take is since our home was unlivable that they would put our payments on hold until the house was rebuilt. I was reluctant to accept cause I told the agent I wouldnt be able to pay such a large sum back at once when the house was done to which the response was to not worry we would just do a modification to the loan and move payments to the end of the note. The bank has held us up every step of the way and made it very difficult to get money to pay for repairs. After 5 months we are fixing to move home and my program has ended. I tried to start making payments but was told I couldnt and I needed to pay over {$6000.00}. I told them my agent had sent me paperwork to do a modification to the loan. I was told that the application couldnt be sent in because although my program had ended the case wasnt closed and that it would take some time to process. After two weeks it still wasnt closed and they reported to my credit that I was 180 days delinquent so my credit score plummeted. After reporting to credit bureaus they have started processing my application. I feel like Im being railroaded or scammed by the bank and they are intentionally doing things to cause these issues for their benefit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-26

Beachwood, OH

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-26

Washington, DC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-11-26

Co Bluffs, IA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-26

Denver, CO

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: In progress

Timely Response

2019-11-25

Las Vegas, NV

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I had started the process of closing a checking account on XX/XX/XXXX due to questionable activity on the previous account. ( In my reports, I have it listed as much later but I went through my email history and found the initial email that I sent ) The lady who had assisted me previously was not available ( I had called the next day to inquire if she had gotten my email ) and she told me to talk with a XXXX after XXXX XXXX. I was working six days a week at the time and I said I would try to stop in after work the next Saturday, which I did, and the process of closing the account was started. However, as I had only my work ID with me, I returned the XXXX to finish the closure and there was a hold on the funds in the closed account until one transaction processed. On XX/XX/XXXX I called the toll free line because it showed that there were funds in my new account but I couldn't access it. After some investigation on behalf of the banking associate on the line, it turned out that there was a " hold '' placed on the funds. The associate removed it and I assumed the account and all things tied to it were closed. I was wrong. On XX/XX/XXXX, I discovered an unauthorized charge on my new account. I looked at the transaction history via my mobile and found out it was from a company that I did not authorize transactions from and had no idea how they got my bank information. Again I called the toll free line and was informed that the card tied to my old account had carried over to my new one and the company used the old card number to pull the funds from my account. The associate closed the card number that day but told me she couldn't do anything while it was in " Authorization Pending '' status. I waited to see if the charge would be revoked but in the meantime, things that SHOULD have been paid were rejected and fees have incurred. I checked my account on the XXXX of XXXX and saw the charge had went through, more fees incurred, more legitimate charges rejected. I have filed complaints with the Federal Reserve ( who forwarded it to you but I do not have that information ), the FTC, the XXXX, and the Office of the Comptroller of the Currency. On XX/XX/XXXX, I checked my account again only to find out that I am - {$500.00}. Also, my bank called that day wondering why I had a dispute in place. I spoke to a XXXX ( again ), and she could not figure out what had gone wrong. She also stated that the account I had mentioned had been closed on the XXXX of XXXX ( which was the reason why I went back and reviewed the timeline of this incident ). Said she would speak with the manager and get back with me. No one did. On XX/XX/XXXX, my mother sent over some money intended for rent to assist with the crisis this error had put me through. I checked my account on the morning of XX/XX/XXXX only to find out that I am now - {$80.00} and absolutely nothing has been done to fix my account. I called the bank 's toll free number this morning, XX/XX/XXXX and requested to speak to a manager. After about five minutes on hold, I spoke to a lady whom I relayed my information to. She informed me that the dispute was put into place on XX/XX/XXXX and not on XX/XX/XXXX when I was told it had been done. In all actuality, the dispute should have been started on XX/XX/XXXX when I discovered the error. The lady said she would have someone look in to it and get back with me. Nothing so far. At this time, none of my overdraft and return fees have been refunded ( and it is at least {$300.00} in fees ) nor has anyone given me a satisfactory answer for this error or even an apology. I have rent coming up and I need this problem fixed in a timely manner. I am tired of getting the run-around!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Reading, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

N Little Rock, AR

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Holland, AR

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-25

Blue Island, IL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

Chula Vista, CA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: XXXX XXXX Dear CPFB, I have a new XXXX XXXX XXXX XXXX from U.S. Bank and I was able to set up an online account with U.S. Bank for this Credit Card. However, I use XXXX XXXX XXXX and I tried to attached the Credit Card to XXXX XXXX XXXX update and I found the Password Policies to attached the Card to XXXX XXXX XXXX in violation of the United Stated Password Standard ( https : XXXX I looked it up so you believe me ) and I would know because I am a computer expert of about 37 years and I have a College Degree in XXXX XXXX. U.S. Bank is responsible for the password policies in XXXX the attach picture of the password rules say so, " This institution require a password to change and only be 8 characters '' Which an illegal Policy exactly ; and a direct security risk to U.S. Bank and the users as well. There are many password rule violations the worst of which are " No more than XXXX Characters '' very wrong and " required to change password from existing password '' Wrong and " can not be same as the old one '' I called U.S. Bank Technical Support XXXX but they assure me the following the law, which they are not, and U.S. Bank Technical support refuse to address this issue at all. I called the Bank at least 3 times before I filed this complaint, they will not listen at all even though I am trying to help them. XXXX NIST guidelines In XX/XX/XXXX, the United States National Institute of Standards and Technology ( NIST ) issued a new revision of their digital authentication guidelines, NIST SP 800-63B-3, stating that : [ 13 ] :5.1.1.2 Passwords must be at least 8 characters in length if chosen by the subscriber. Password verifier systems should permit subscriber-chosen passwords at least 64 characters in length. All printing ASCII characters as well as the space character should be acceptable in passwords. Acceptance of Unicode characters is also permitted. Verifiers may replace multiple consecutive space characters with a single space character prior to verification, provided that the result is at least 8 characters in length, but truncation of the password shall not be performed. Verifiers should not impose other composition rules ( e.g., requiring mixtures of different character types or prohibiting consecutively repeated characters ) for passwords. Verifiers should not require passwords to be changed arbitrarily ( e.g., periodically ). However, verifiers shall force a change if there is evidence of compromise of the password. Verifiers shall not permit the subscriber to store a hint that is accessible to an unauthenticated claimant, and verifiers shall not prompt subscribers to use specific types of information ( e.g., What was the name of your first pet? ) when choosing passwords. When processing requests to establish or change passwords, verifiers shall compare the prospective passwords against a list that contains values known to be commonly-used, expected, or compromised. The list may include, but is not limited to : o Passwords obtained from previous breach corpuses, e.g. Online Breach Databases [ 14 ], Breached Collections [ 15 ] o Dictionary words o Passwords consisting of repetitive or sequential characters ( e.g. aaaaaa, 1234abcd ) o Context-specific words, such as the name of the service, the username, and derivatives thereof If the chosen password is found in the list, the verifier shall advise the subscriber that they need to select a different password and provide the reason for rejection. Verifiers should offer guidance to the subscriber, such as a password-strength meter, to assist the user in choosing a strong password. This is particularly important following the rejection of a password on the above list as it discourages trivial modification of blacklisted ( and likely very weak ) passwords. Verifiers shall implement a rate-limiting mechanism that effectively limits the number of failed authentication attempts that can be made on the subscribers account. Verifiers shall store passwords in a form that is resistant to offline attacks. Passwords shall be salted and hashed using a suitable one-way key derivation function. Key derivation functions take a password, a salt, and a cost factor as inputs then generate a password hash. Their purpose is to make each password guessing trial by an attacker who has obtained a password hash file expensive and therefore the cost of a guessing attack high or prohibitive. NIST included a rationale for the new guidelines in its Appendix A. XXXX XXXX XXXX =============================================== https : //pages.nist.gov/800-63-3/sp800-63b.html XXXX XXXX XXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-24

Leming, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I am submitting this statement as a formal complaint to US Bank for the unscrupulous business practices used against me in reference to RV loan. Since XX/XX/XXXX Ive been making extra payments on my loan. I was under the impression ( my fault for assuming ) the extra payments were going entirely to principal only. A few months ago I realized the error and have been trying to get my extra payments reversed to principal only. I have called no less than six times and each time, except once, I was told the payment would be reversed after time frames from 3-5, 7-10 business days. After that period some or none of the payments were reversed. While this was going on I was asked how I was making the extra payments. I explained I was using Bill Pay from XXXX. I was told that would not work for principal payments. I was given the address of, US Bank principal only, XXXX XXXX XXXX XXXX Wisconsin. Before setting up my bill pay I made an additional payment VIA a check for {$2000.00} on XX/XX/XXXX. That check was sent to the above address with the words ( principal only ) written in the memo section of the check. That payment was applied to principal and interest. After I set up my bill pay to add the principal only address ( the same one listed above ) I made extra payments intended for principal only that were applied to principal and interest. It was during one of my many calls to US Bank I was told that because XXXX was not included in the address, the bank had no way of knowing it was a principal only payment. I find it hard to believe that a bank could receive a check and electronic payments at a separate address form my normal loan processing point and not know how the customer wants the funds applied. I also think I was intentionally given the wrong address in an effort to stop and or delay me from making additional principal payment. I tried to file a formal complaint with US bank by using their online customer service tool. The agent I chatted with told me he would file the complaint on my behalf, so I sent him the above paragraphs. He relied saying the complaint has been submitted to the appropriate department I asked what department and when could I expect a reply. He said he sent it to customer service and they are unable to contact me. I feel I was intentionally misled by the agent by making it appear I was filing an office complaint when the reality it was just an other road block by US Bank to keep me from getting my money applied to my loan correctly. I now know I didnt follow the proper procedure for making principal only payments. Since I learned about the error, I have tried to get those payments reversed and to make principal only payment and US Bank has put up road blocks and has stalled and lied about reversing my payments. I am convinced US Bank is doing these things intentionally in an effort to maximize their profit and is essentially stealing my money. I am requesting US Bank immediately reverse ALL the extra payment I made and apply the interest paid to the principal of the loan. I am also requesting a detailed statement of those transactions. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-24

San Jacinto, CA

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Complaint: I paid most of my debt but not removed after I despite and it show as bad
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-23

Monitor, OR

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response