U.S. BANCORP

2019-08-06

Berthoud, CO

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 explanation

Timely Response

2019-08-06

Pikeville, NC

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: My account with US bank went into foreclosure so in an attempt to bring the account current I contacted the company and was told that {$5000.00} would bring it current. Then I was told that no {$6000.00} would bring it current. Then I was told that no {$7000.00} would bring it current. So I had to take pictures of my bank account each time to let them know that this money was in the bank and then the real amount of over 8000 was given to me to bring the account current. So after the account was then brought current with over {$8000.00} given I was in the process of selling the property and got a payoff quote and statement but then when I went to the attorney 's office to close US Bank had sent them a different payoff amount. I have every email back and forth regarding the different amounts and different quotes and I have also recorded every conversation that I've had with them in order to prove my case and show that they are not being truthful and not treating people fairly. I am sure hoping that I can get someone's help with this. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-05

NY

Getting a credit card

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

Sent card you never applied for
Complaint: Unsolicited credit card received XX/XX/19 Credit inquiry on credit report when no credit application was made
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-05

Broseley, MO

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-05

Tucson, AZ

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: We have a credit card that we don't normally use so we don't normally check it once my wife checked in with noticed a charge from a company in XXXX XXXX XXXX XXXX XXXX SHE FOR {$110.00} contacted card member services they returned the credit but then reversed the credit saying that it had been too long after the charge occurred for reporting it gave us a case agent XXXX XXXX we tried to contact XXXX XXXX his voicemail was always full he would never return a message and then he denied our claim simply saying it has been too long since the original charge we had our lawyer write a letter and explain the circumstances to XXXX XXXX and asking him what the parameters were and the rules and he would not give any explanation other than it had been too long to file a claim so we took the advice of our lawyer and contacted this service The credit card is issued by US Bank Representative XXXX XXXX U.s. Bank cardmember services XXXX XXXX XXXX Case number # XXXX The charges occurred on XX/XX/XXXX by XXXX XXXX XXXX XXXX XXXX Provisional credit was issued XXXX XXXX XXXX XXXX XXXX has to have someone above him
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-05

Randolph, MN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On Saturday XX/XX/XXXX I called US Bank to inform them that I had been scammed and to not pay a debit card transaction that would try to come through. I purchased tickets on-line and used my debit card to send the seller money through a mobile app called XXXX. It was the first and only time I used the app. You enter in your debit card number without a pin and enter in the seller information and it will charge your card and transfer the money. I initiated the transaction at XXXX XXXX on XX/XX/XXXX. It became apparent very quickly after entering in my debit card and sending the money that it was actually a scam. I tried to contact the seller through text and by calling and tried to cancel the debit card ( used as a credit card as no pin was entered ) transaction on the app, but it wouldn't allow it. I contacted XXXX customer service via the app and then contacted US Bank at XXXX XXXX, which was only 30 minutes after the transaction occurred on Saturday XX/XX/XXXX and it was quite apparent that it was a scam as the seller did not respond to any means of communication. I told the customer service rep at US Bank that it was a fraudulent person and a scam and to please not allow funds to be transferred. She said that there was nothing they could do until the transaction actually posted to my account as the money had already been sent. I said there has to be a way for you to flag/stop that from happening as it's a Saturday and funds are not settled on a non-business day. She again said there was nothing US Bank could do to help me until it posted to my account and the money had been debited. She instructed me to monitor my account and once it posted to contact them again. I watched my account and on XX/XX/XXXX the transaction posted, so at XXXX XXXX I called and filed the dispute. The person took my information and then asked if I had any questions. I said yes, I have copies of e-mails and police report, etc, how do I get this information to you. They replied that if during their investigation they need it, they will send a letter requesting the documentation. I never received a letter asking for any supporting documentation. Roughly 7 10 days after filing the dispute I received a canned standard form questionnaire to re-explain the scenario. There was no request for documentation. Since it was a canned form and not specific to me or my dispute, I concluded it was just a formality. Since no request for documents was requested, I concluded that no supporting documentation was needed. I wrote as much as I could on the form, talking about dates and times of communication, etc. I figured that once they received the canned form back, if they needed the actual documents to support my statements they would ask, as the person on the phone stated when I filed the formal dispute on XX/XX/XXXX. I never received any such request for any supporting documentation. I heard nothing more until on XX/XX/XXXX ( came in mailbox over the holiday weekend ), I received the letter stating that US Bank was denying my dispute because I received a service. The next day I tried calling the direct dial number on the letter, it went directly to voicemail and I had no clue if the person was in the office, so I called the 1-800 number. After 13 minutes of sitting in queue I was finally able to speak to a person. The person wasnt actually able to help me, but he stated that he was updating the notes in the case to reflect that I did not agree as I did not receive anything from XXXX XXXX and that I had e-mails and supporting documentation that was never asked for. He stated that he put that in the case and they would see it, probably before the end of the day. After not hearing a thing for two days, I called back on XX/XX/XXXX and left a voicemail on the direct dial number of XXXX from Cardmember Services. I finally received a call back later afternoon, XX/XX/XXXX. XXXX from US Bank confirmed what I already knew, based on the e-mail from XXXX, that US Bank never disputed my transaction with XXXX. They were never contacted! Based on what I was told by XXXX from Cardmember Services, US Bank made a determination of what the outcome would be solely based on the merchant name. They did not do any type of dispute with them as I had filed/requested, they did not reach out to me for any supporting documentation as they had closed my dispute without investigating. When I told her I had e-mails from XXXX stating they would do all they could to assist me, she told me to send her the copies of documents I had and she would ask her manager if they could dispute it for me. They had to have it in a fax and not a secure e-mail, so I went into the XXXX XXXX branch of US Bank on XX/XX/XXXX and they faxed for me. I heard nothing, so on XX/XX/XXXX I called and left a message. She called back and left a voicemail later that day and said she had just received my fax and she would file a dispute. It took 10 more days of time ; 10 days from when US Bank XXXX XXXX faxed the information from one of their branches to Cardmember Services, for them to receive it and act upon it. This was now 37 days from when they were first contacted and notified that I was scammed. Sometime after XX/XX/XXXX they finally submitted to XXXX. XXXX denied the dispute as it had been more than 30 days and the customer had already transferred the money so they did not have possession of funds on account to credit me back. ( shown in attached " message from merchant acquirer '' ). I heard nothing from XX/XX/XXXX until receiving a letter on XX/XX/XXXX ( dated XX/XX/XXXX XXXX, 55 days of hearing nothing. If you go from the date of the letter, another 49 days passed without hearing anything, more than 90 days from when they were first contacted. No updates, nothing at all. I went through XXXX and XXXX statement cycles and almost the XXXX cycle ( will cut on XX/XX/XXXX ) and heard nothing therefore I thought this was taken care of and behind us. I first notified US Bank of the scam on XX/XX/XXXX and received the letter on XX/XX/XXXX. It doesn't seem right that they can drag their feet and not dispute right away and then take 49 days once they do finally get around to disputing without any type of notification that it was still pending. Attached you will see my e-mails from XXXX on the very day of the transaction and then again on XX/XX/XXXX. Both state that they would love to help me and do whatever they could to assist but my bank had to dispute it. They couldn't just debit the customers account without cause. Due to the fact they US Bank did not submit a dispute to XXXX in a timely manner, I was not able to successfully dispute my debit/credit card transaction. In the 37 days that US Bank took to dispute it, the scammers funds were released to them to be able to withdraw. If US Bank had processed my dispute in a timely manner, I likely would not be out {$200.00}. XXXX likely would have had additional options to assist, perhaps hold funds pending proof from the seller, which would never have come as they did not transfer a thing to me. I was not aware that the bank could determine which disputes they were going to investigate and which ones weren't worth their time. They did not investigate or dispute my transaction for 37 days from when they were initially contacted about the scam. In no way is that a timely manner. They also did not investigate on their own, I had to call multiple times to insist that they act on my behalf. As the e-mails from XXXX state, they couldn't work with me to dispute my bank had to dispute on my behalf. They did not dispute on my behalf for 37 days from first being notified and only after being contacted multiple times. Every situation is different, they should not have assumed that my outcome would be the exact same as others. Did others contact XXXX within minutes of the transaction, were others transactions done over the weekend? Did others have concrete proof that they never received what they had purchased? They made a blanket determination without ever asking for or receiving supporting documentation. I used my debit card in good faith to make a purchase, I was not trying to get by with anything. I was not trying to use my card to receive goods and then try to get my money back. I was scammed and as my financial institution, they should have done everything possible to help me. Instead of doing that, they acted as if I was trying to get by with something and they did nothing. I had to contact them multiple times after they first closed the case to get them to actually do any type of investigation and dispute the transaction with XXXX. I feel very strongly that there would have been more available options for me, other than just being out of luck, to get my money back from the scammer, had US Bank acted sooner. Had they immediately investigated and disputed my transaction and nothing came of it, I would have accepted it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-05

San Diego, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem with paying off the loan
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

2019-08-05

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

2019-08-05

Las Vegas, NV

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

2019-08-05

Managing an account

Checking or savings account: Checking account

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

2019-08-05

Maplewood, MN

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 explanation

Timely Response

2019-08-05

MA

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: On XX/XX/2019, I received a call from the XXXX Store in North Carolina regarding a suspicious online order done in my name with my credit card from Elan Financial Services. I live in Massachusetts but the products were being shipped to an address in Kentucky. I immediately contacted the credit card company and was told that someone had called earlier that day to change my mailing address to the Kentucky address used by the scammer. I didn't receive any calls or emails from Elan Financial regarding the address change even though my Alert on such notification was set to Active. Also, if Elan Financial Services had done their due diligence when verifying my personal information, they would have noticed that the caller would not have been able to verify the name on the credit card. My legal name was changed and I never did change the name on this credit card. The name the scammer used to order the products was my legal name. This institution takes customer personal information security lightly and did not do their due diligence when it comes to security.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-04

Portland, OR

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

Timely Response

2019-08-04

Chester, VA

Incorrect information on your report

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

Account information incorrect
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

2019-08-04

Olathe, KS

Incorrect information on your report

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

Account information incorrect
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

2019-08-03

Ridley Park, PA

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: I used my XXXX credit card ( held by US Bank ) in XX/XX/XXXX for an online purchase. I had no problem with the order - they accepted my credit card with my current billing address and I received my purchase at my current address which is the same as my billing address. I found out in XX/XX/XXXX after seeing my credit report that US Bank had been applying fees since XX/XX/XXXX which amounted to {$230.00} for not receiving a payment on the card for the XX/XX/XXXX purchase. I called the credit bureau right away and then US Bank to get this taken care of. I have been dealing with this issue since XX/XX/XXXX and have talked to US Bank at least a dozen times to get this corrected. They told me they had sent the credit card statements to my former ( 4 yrs previous ) address in XXXX. And said it was my fault that they did not send it to my correct updated address which they said I had not given them - BUT they had my correct address in XXXX when they processed the online order with my XXXX address. I asked them to send me the statements I had not received so I could see what had happened and waited a month, had to call them back and they admitted to sending those statements to the INCORRECT address AGAIN! I filed a dispute with the credit reporting agency ( XXXX ) twice and a dispute with the US Bank. Each time the bank refused to admit to their error in sending the invoices to the wrong address. Of course this all happened within US Bank ( that's who XXXX contacted and supposedly believed them even though I sent them paperwork to back up my issue ). I am now trying to get someone to see that it was not my fault that I didn't get the statements that I would have paid in full if I had. My credit history has been excellent for years ( as is shown by the credit limit on the card - {$23000.00}!! ) As soon as I saw my online order statement I wrote a check for the amount of the order. The bank is still saying I need to pay the late fees in order to settle this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-02

Eight Mile, AL

Managing the loan or lease

Vehicle loan or lease: Lease

Billing problem
Complaint: Car was total loss in accident on XX/XX/XXXX. US Bank claims we had a late payment at some point, yet they can not give us specific dates of this late payment. US Bank is continuing to report to credit bureaus as late payments when myself and XXXX XXXX ( the insurance provider of the person at fault ) has told them they have sent payment instead to documenting accordingly. Please advise!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-02

Herriman, UT

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the 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

2019-08-02

TX

Fees or interest

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

Problem with fees
Complaint: My bill says that my payment is due on the XXXX of each month. I logged on to pay it and as it turns out that the payment is credited the next day because it was after a certain hour ( and I don't mean after XXXX ). I called and was told they had waived a late fee in XXXX for the same reason. Why do they put a payment due date that I can't make the payment on after a certain hour? The payment date should be the date hours within reason of the due date or be given a 24 hour grace because of the way US Bank bills the late fee.
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

2019-08-02

San Jose, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I did not receive the {$200.00} intro bonus after spending {$1000.00} in the first 90 days after receiving the credit card on XX/XX/19. My total charges were over {$1000.00} on XX/XX/19. US Bank says that the start date was XX/XX/19 but I did not receive the card until XX/XX/19. I could not make any charges until XX/XX/19. US Bank was deceptive with their bonus offer -- it was dishonest in stating that I had 90 days to spend {$1000.00}.
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

2019-08-02

Laurence, KS

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

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

Timely Response

2019-08-02

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-08-02

Coal Grove, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: We tried to purchase a house. We informed the Mortgage Lender USBank Home Mortgage about all of our circumstances. We had donated a piece of property to the XXXXounty land bank that had taxes owed on it. It was not a Foreclosure in Lieu of Deed situation, we didn't have to and were not forced to and there were no liens or legal actions imminent or active. There also was no involvement of the XXXX County Treasurer or Auditor. We had been assured of this by the Administrator of the XXXX XXXX XXXX XXXX XXXX ( land bank ). Knowing all the facts They still accepted our Application Fee of {$430.00}, knowing or should have known that they were going to deny our application when their Underwriter made the determination that no matter what we were told, or that it was structured as a sale including liabilities, that it was, in fact, a Deed in Lieu of Foreclosure and would not grant us an exception even though we were qualified in every other way.
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

2019-08-02

Boulder, CO

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I had charges on my bank debit card starting on XX/XX/2019 for a 5 day hotel stay that turned into a nightmare and fraud. I stayed only one night and have trying for months to get ahold of US bank to get the charges removed. They removed them initially then out them back on because my paperwork wasn't received in time. I have been contacting them for at least 2 months to resend the paperwork. Someone finally called me saying there is nothing they can do .unbelievable for a public bank. I even go into the public branches and they seem clueless how to help me get the form. In my opinion this is fraud. I get hung up on when I call their customer service or transferred to the wrong person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-02

Alpharetta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am XXXX and have worked hard to not have a Mortgage payment paid late in over 3 years.I plan on buying soon. XXXX XXXX XXXX and US Bank refuse to redeposit an ACH which was returned in error due to a stop payment placed months ago on another payment and they referenced it. On XX/XX/XXXX I had to put a stop payment on a ACH payment with XXXX XXXX XXXX for a US Bank Home Mortgage Payment, as it was for the wrong amount. We submitted another payment right after that with US Bank Home Mortgage during the same month for a different amount for that XX/XX/XXXX payment. It went through fine. On XX/XX/XXXX we put through another mortgage payment for the Mortgage with US Bank, it went through my personal account fine. This morning XX/XX/XXXX it was withdrawn from my account the mortgage wasn't paid. There was money to cover it in the account.This will result in a 30 day late on my good credit. Bank of America puts a permanent hold when you stop payment to that company an it was for that amount -the same as the original stop payment -- so you are in trouble as its the same amount and as it will be returned into the future until you remove it. I called both companies spoke to XXXX ( who took the hold off ) then to a supervisor XXXX with US Bank on the line with me. US Bank asked XXXX XXXX XXXX to put the ACH threw again so it would not hurt my credit. But they refused to do it. The hold times with XXXX XXXX XXXX for people who work are unbelievable.45 minutes to 1 hour where is someone needs to reach them they can not if they work or have their own business. I have paid my Mortgage each month for over 3 years and this was out of my control as XXXX XXXX XXXX returned the Mortgage due to the last Stop payment on the ACH and US Bank will not put it through again nor will XXXX XXXX XXXX. The reason is they like the fees with customers who have damaged credit as every loan they supply is at a higher interest rate. I need this corrected and they refuse to discuss it I have called 3x to each entity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response