U.S. BANCORP

2019-07-26

Bloomington, MN

Wrong amount charged or received

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I am working with US Bank and XXXX XXXX XXXX on a {$32000.00} wire transfer. I called US Bank to input the wire transfer numbers into the XXXX form. The US Bank representative gave me all the routing and transfer numbers. I read each area of form to US Bank representative and they gave me the information to input. IA few days later XXXX actually did the wire transfer. Days later I had not received the money. I called US Bank and talked with XXXX and she said there was no {$32000.00} wire transfer on that day ( XX/XX/2019 ) I then called XXXX and they said yes and they have confirmation that US Bank received it on that day, and sent me the documentation. I called US Bank back and talked with the manager XXXX in Wire Transfer in XXXX XXXX, MO. She said she found the wire but I could not get the funds. I said I have multiple bank and loan accounts and I can go in with my drivers license and get it. She said there is an error and only XXXX can fix it. I called XXXX and they gave me information to talk with US Bank and US Bank said even though my name is on the funds it is not in their policy to resolve this with Affinity. I said, isn't the wire suppose to reject if the name and account number don't match? She said she could do nothing. I emailed XXXX and back and forth I went. They both blamed each other and said there was nothing they could do. Now it is XX/XX/2019 and I called a US Bank Branch Manager and asked for help. He called back and said it is on XXXX. I said I talked with US Bank and Affinity and they both say it is each others issue and US Bank would not help at all despite the {$32000.00} being in their hands. Many hours and phone calls and days have gone into trying to get this money. At the same time, now I am paying interest on 2 loans! The US Bank Assistant Manager just called me and said he talked with US Bank wire department and with XXXX and he thinks he has it worked out. It is Friday XXXX. If the bank closes I have gone another week without money that legally is supposed to be in my account within a couple days or rejected and sent back to the sending bank. Not only does this break many wire transfer regulations, it is totally irresponsible for the bank to not take steps to get an error fixed when they know there is an error to get it fixed. US Bank Wire Department is just letting the money sit in a US bank account and doing nothing to fix an error that was reported to them.
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

2019-07-26

Central City, IL

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-26

Mesa, AZ

Fees or interest

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

Problem with fees
Complaint: I received an unsolicited debit card from XXXX XXXX for my brother who is in a XXXX care facilty. It is a Visa card from XXXX XXXX. I did not request it. I will allegedly be charged {$2.00} per month for inactivity. There customer service number does not connect me to an operator despite a long wait on hold. I believe this to be a violation of law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-26

Des Moines, IA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My son, XXXX and I are both on this banking account at US Bank. On XX/XX/2019, XXXX attempted to withdraw {$500.00} USD on an ATM machine at the US Bank : US Bank XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX Phone : ( XXXX ) XXXX No money was dispensed, and he got a message that he needed to remove his card so he did. XXXX thought there was a machine malfunction so he tried the transaction again and received message that he had reached his limit and could not withdraw funds. Online banking showed that the {$500.00} was taken out of his account. XXXX called the bank and was told that it would get figured out because the ATM machine wouldn't balance so the money would be put back into his account. However, the money was not put into his account and the complaint was closed because the bank said the ATM balanced. They then filed a fraud report, and told us to wait 10 business days for provisional money to be put into XXXX 's account. The money wasn't put into the account and when I called to check on it, they said that it wasn't fraud, that it should have been filed as a dispute so they closed that claim and filed it again as a dispute. We requested that they give the {$500.00} provisional money and they denied that request, then XXXX XXXX called the next day to say that the money will be put into the account, until that claim is settled. We have requested numerous times for someone to watch the video to prove that XXXX did not receive the money. HOWEVER, XXXX XXXX XXXX, Assistant Vice President at that location sent us an email stating " When the Police present us with a subpoena for information well be able to get that on to the right department so that they can work with the Police. '' XXXX did file a police report, then we followed up with the detective, who stated that he isn't able to get a subpoena for this because it's not a criminal matter, but a civil manner. And US Bank is still not willing to watch the video to determine what happened! This is ridiculous! We want someone to please watch the video of the transaction from XX/XX/2019 at XXXX to see if the money was or was not dispensed to XXXX . We would like to see the video also. This has been such a fiasco! Then please grant XXXX the {$500.00} plus any overdraft fees that have accumulated since XX/XX/2019 - which the bank has said they will do, if it's proven that XXXX did NOT receive the money. But no one at US Bank will watch the video to prove what happened to the cash.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-26

Oak Creek, WI

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

2019-07-26

Chicago, 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 non-monetary relief

Timely Response

2019-07-26

Tarzana, CA

Closing your account

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

Company closed your account
Complaint: I have been a US Bank customer & have had a credit card account with them for the past 10 years. US Bank decided to take action & close my credit card account. On XX/XX/2019 I called US Bank & requested a new card be mailed to me because my previous card was damaged. When the new card was delivered at my residence I was overseas due to work. I was not able to get the card because I was overseas, & the card got RETURNED via mail to US Bank. US Bank assumed I didnt live at that address or it was ordered fraudulently. US Bank decided to shut down my credit card account without calling or contacting me to verify. I called US Bank stating my case to tell them what happened. US Bank instructed me to write a letter stating I want to keep this account open. I wrote them a letter & sent it to US Bank by fax, & they claim they never got 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

2019-07-25

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2019-07-25

Oxford, GA

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
Complaint: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. According to XXXX and XXXX XXXX my personal information was exposed in both of their data breaches. XXXX, then confirmed that I was one of the individuals whose data was exposed twice this year alone. To date, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report. Ive filed an Identity theft report with the FTC and a police report. The FTC Identity Theft Report number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

OH

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: On XX/XX/XXXX I closed my account with US Bank at the XXXX XXXX branch in XXXX, Ohio. There were four pending transactions which I stopped payment on. The bank was to return the money that would have been paid on, but to date they have not returned the money which totalled {$540.00}. Since then my employer forwarded my direct deposit to this closed account on XX/XX/XXXX. They failed to inform my employer that the account had been closed and now my employer is trying to find where the money is at. It was not returned to their bank so they have put a tracer on it trying to find where the check got off to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

MA

Incorrect information on your report

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

Account information incorrect
Complaint: In the first two weeks of XX/XX/2019, I submitted payments to Elan Financial Services to pay in entirety the account XXXX. The firm had issued late payment charges to me but it has since agreed to rebate those fees, which creates an account surplus. I have requested that they remove the late payment designation in the report because it is interfering with my VA mortgage loan application. My wife and I are in our seventies and we would like to purchase a home in Virginia to be near our family. MI am requesting that this late payment designation be expunged as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-25

Elmira, OR

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

2019-07-25

Nashville, TN

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 non-monetary relief

Timely Response

2019-07-25

Burien, WA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about 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

2019-07-24

Northside, NC

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Overcharged for a purchase or transfer you did make with the card
Complaint: I purchased a prepaid debit card for {$100.00} from a grocery store a few months ago. The card was issued by US Bank. I made a purchase from a restaurant that was well below the {$100.00} limit on the card, {$56.00}. However, the bank approved the transaction for {$140.00}. Which made my balance negative, which makes no sense since this is a prepaid card without overdraft protection. I called U.S. Bank at the phone number they provided for disputing transactions. I informed the representative that I needed to dispute the amount of the transaction. She asked me if I had contacted the merchant first. I responded no. She said that I have to first dispute the transaction with the merchant. I replied that is contradictory to the disclosure provided to me by U.S. Bank which states that I should contact the bank in the event of an error with a transaction. The representative put me on hold while she spoke with a manager. She came back and said that her manager stated that I must first contact the merchant before I contact the bank with my dispute. I asked to speak with the manager and I went over this again and again. After almost an hour long process, the manager finally said so you would to go ahead and file a dispute? I said yes that is what I have telling you from the beginning. Then he transferred me to another department to finally file my dispute. U.S. Bank is not following their own disclosures or the law. They are attempting to turn as many people away as possible from filing disputes with them. Had I not been so persistent, I would not have been allowed to file my dispute. On XX/XX/2019, I received a letter from U S. Bank that they had provisionally credited my account in the amount of {$140.00}. The letter stated " You will have full use of these funds while we complete our investigation. '' I tried to use my card later that week and it was declined. I called U.S. Bank and they said that it was declined because my card was " deactivated '' due to the disputed transaction. I asked then if I could get a new card so I could " have full use '' of my funds. The representative stated that she could send me a card, but there was normally a fee of {$5.00} for a new card. However, she said she could waive the fee in my case. I received the card recently. However, the bank charged me {$5.00} for the new card. So essentially to " have full use '' of my funds I have to pay U.S. Bank another {$5.00}, which was NOT mentioned in their letter to me regarding the provisional credit.
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

2019-07-24

Westfield Ctr, OH

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: This letter below was sent on XX/XX/XXXX and we were ultimately told on XX/XX/XXXX that we'd have a response by XX/XX/XXXX from the lender, US Bank. To date, they've not offered any remedy to our initial letter from XX/XX/XXXX. XX/XX/XXXX VIA CERTIFIED US MAIL US Bank Home Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX and US Bank National Association Attn : XXXX XXXX XXXX XXXX XXXX XXXX XXXX . XXXX, OH XXXX RE : Loan # XXXX Acct. # XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX, OH XXXX Dear Sir/Madam : Please be advised that this law firm represents XXXX XXXX XXXX and XXXX XXXX XXXX with respect to their claims against US Bank Home Mortgage. The XXXX had worked with your XXXX Ohio XXXX to refinance their home. The goal of the refinance was to consolidate debt of a first and second mortgage and to payoff their home in 10 years. The loan officer, XXXX XXXX XXXX, showed they could lower their monthly payment and accomplish the goal. On or about XX/XX/XXXX, a closing disclosure was furnished to Mr. and Mrs. XXXX showing a monthly payment of {$1900.00}. Based on this information, they consummated their refinance and closed on or about XX/XX/XXXX and disbursed on or about XX/XX/XXXX. Within the monthly payment of {$1900.00}, was an escrow of {$240.00}, of which {$150.00} was the amount stated for real estate property taxes. Apparently, an error was made by the loan officer and all the way through the checks to closing and the tax amount only represents half of the amount needed. In Ohio real estate taxes are charged semi-yearly, which has been the case over 100 years. US Bank Home Mortgage US Bank National Association Page 2 XX/XX/XXXX Recently, the XXXX received an annual escrow account disclosure statement which shows that they have a shortage of {$3500.00}. Keep in mind that all payments have been made timely and that the half year tax amounts actually went down in XXXX. They are now $ XXXX/half and last year they were $ XXXX/half. The XXXX believe that but for the negligence of US Bank they would not have refinanced their home. Also, the XXXX were trusting their lender to handle their paperwork accurately and to use all due diligence to correctly address establishing escrows and disclosing the proper payment information. We would like to request that US Bank remedy this situation in either the following manner : 1 ) Waive the escrow shortages and begin a payment starting XX/XX/XXXX with the correct amount ( without arrearage ) and a check to the XXXX for {$500.00} for their legal costs and trouble ; or 2 ) Refund to them all payments made and make them whole to refinance with another lender. You have 20 days to respond to our requests. I have advised the XXXX that if you can not resolve the matter to their satisfaction, they should file a claim with the Consumer Financial Protection Bureau and we may bring a lawsuit for damages against US Bank. Very truly yours, XXXX XXXX XXXX RS/rcs cc : Mr. and Mrs. XXXX XXXX
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

2019-07-24

Simi Valley, CA

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
Complaint: On XX/XX/XXXX I sent a letter to US Bank to provide proof of validation, requesting a copy of the application/form with my wet signature authorizing US Bank to pull my credit on XX/XX/XXXX, if no physical proof is provided to myself within 30 days to please remove this inquiry from my credit report immediately. They were unwilling to to provide a response to my request for physical proof such as a contract or authorization form or removed such item from reporting to XXXX, XXXX XXXX XXXX as of XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-24

Newport, TN

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: This company XXXX which is some overseas telemarketing company has been been charging my card for months now and I have sent in fraud, complaints, disputes multiple times to US Bank and they take them off and then just keep putting the charges back onto my account for these charges I didn't make. They have charged me now {$210.00} and I have no idea why US Bank keeps putting these charges back onto my account as if they are legit charges?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-24

Bloomington, MN

Closing on a mortgage

Mortgage: Other type of 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

2019-07-24

MN

Wrong amount charged or received

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I transferred {$1000.00} to a company on the east coast using US banks wire service. They then transferred {$10000.00} out of my account. I have been able to recover {$4500.00} but the bank will not refund the difference even after admitting there mistake. The case number for US bank is : XXXX.
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

2019-07-24

Simpsonville, SC

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

2019-07-24

San Clemente, CA

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

2019-07-24

Fort Collins, CO

Other features, terms, or problems

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

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

Timely Response

2019-07-24

Fort Lauderdale, FL

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

2019-07-24

Bloomington, MN

Managing an account

Checking or savings account: Other banking product or service

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