U.S. BANCORP
Consumer Complaints
There are over 18695 complaints on file for U.S. BANCORP. Dated between 2019-12-11 and 2011-12-01.
Complaints Page 7
2019-11-15
Albuquerque, NM
Opening an account
Checking or savings account: Checking account
Unable to open an account
Complaint: CONSUMER FINANCIAL PROTECTION BURO XXXX XXXX, Director XXXX XXXX, Deputy Director XX/XX/XXXX Matter : US Bank reject to open a legal and in compliance MSB Checking Account without a reason, and without the fair process.
With all due respect, hereby, I am writing regarding to be unable to open an account for MSB in US Bank who has refused to provide us reasonable banking access despite and in clear contempt of the FinCen and Federal Bank Agencies regulation.
On XX/XX/XXXX I approached to the local US Bank branch by XXXX XXXX XXXX XXXX, XXXX NM XXXX, to request a checking account for our MSB. The store manager kindly explained me that US Bank do not open MSBs accounts any more, and that they only keep the MSBs the have from before. I asked him if considering I was US Bank customer for another MSBs in the past it could be an exception given the good background and the good banking culture and compliance on the past. He told me that, he could try but with no guaranty to get the approval. Then, he came to our location to do a visit and he asked us for some basic documentation, but with out an application with the usual long questionnaire on a risk assessed basis.
After a couple of weeks, he came back with bad news asserting his compliance department refused to open the checking account. We asked him why or whats the specific reason, and he said that they did not give him a specific reason. Just too risky.
We shared with him the Advisory dated on XX/XX/XXXX from XXXX, where XXXX and The Federal Bank Agencies on XX/XX/XXXX issued a joint statement recognizing the importance of ensuring that Money Service Business that comply with the law have reasonable access to banking services. The statement also confirmed that banking organizations should apply the BSA requirements to Money Service Business, as they do with all accountholders, on a risk-assessed basis. Therefore, in accordance with this provision, there is no place to reject MSB petitions for checking accounts without following this advisory. However, seems like US Bank do not care of the XXXX advisory non the Federal Banking Agencies advisory they made in joint statement.
In this advisory we see two lines of analysis. First. The MSB should be in compliance with the Law. Second, the Bank must perform a risk-assessed bases analysis about the MSB.
We are in compliance with the Law, and we have a strong risk management ; and US Bank did not say something about it.
In these lines of analysis, we can prove that : 1 ) We comply with Federal and State Laws and permits required.
2 ) We have a strong AML internal program, even with higher standards than big money transmitters. We comply with the Four pillars of the MSBs in accordance with the BSA. We have developed in addition a strong AML software to prevent structuring and to comply with all the BSA requirements. We have a strong Check Cashing procedures and a great performance in Cashing Checks with cero looses. Also, the history of our 3 years of bank statements shows a very high and excellent banking culture.
Since we did not have more news from the local US Bank branch, we sent a letter directly to US Bank President and CEO Mr. XXXX XXXX on XX/XX/XXXX by USPS certified mail a petition of reconsideration. Two days later they received the letter. ( Is attached ). This Letter was sent with a full file of the Company formation documentation and legal permits. Also, we attached our full internal BSA AML Program, MSBA membership, the last independent review, the overview of operations with detailed numbers from XXXX and XXXX YTD, the last 3 monthly bank statements from our current bank, etc.
On XX/XX/XXXX we received a letter from US Bank date on XX/XX/XXXX signed by Mr. XXXX XXXX, Senior Customer Care Specialist, asserting that, US Bank, through internal review, has elected to decline your request [ ] we will be unable to revisit the decline of your account application at this time.
Considerations about the US Bank response.
First.- Never was a real internal review as described on the letter. We never received to fill out the questionnaire they use for MSBs. I know that questionnaire from the past in other accounts I was part in with US Bank. How can US bank have made an entire and sincere analysis in that first attempt? In addition, I want to clear that no one from the compliance department contacted us, not even a conference phone call from the compliance department to perform an entire and sincere deep analysis such as other banks do. They just asked for basi
c documents though the local store manager. We just perceived the good intention of the local store manager, but not the spirit of the XXXX and Federal Bank Agencies advisory for the true and entire process above mentioned.
Second. The deny from Mr. XXXX XXXX to revisit the case or application, could show that in the bottom of the matter US Bank is having an attitude against the MSB industry in general and they are potentially incurring in unfair proceedings discriminating and blocking new MSB accounts.
Third.- Unless US Bank , in accordance with the advisory of their regulators, can be able to point specifically how we are not in compliance with the Law, and how our MSB with our Strong BSA-AML Internal Proceedings and internal control [ 31 CFR 103.125 ] are too risky for them, and since our MSB is a LEGAL industry, the deny from US Bank will be not acceptable ; and it could be considered a deceptive and unfair banking practices and a clear contempt of the FinCen and Federal Bank Agencies regulation .
Therefore, with all due respect, hereby, and pursuant the 31 CFR 103.125 ; the UDAAP ; and the Finicen and Federal Bank Agencies date on XX/XX/XXXX and XX/XX/XXXX, we request the intervention of the Consumer Financial Protection Bureau to prevent unfair deceptive and discriminatory practices from US Bank and their ambiguous responses.
We expect to have the right and fair treatment as should be with all the customers ; and if they are not able to prove we are not under the law and what is too risky in our MSB under the BSA Law scope ; then, reasonable access to banking services shall be granted.
Looking forward for your response, Respectfully
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-15
Columbus, OH
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with customer service
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-15
Downingtown, PA
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
2019-11-15
Minneapolis, 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
2019-11-15
Bettendorf, IA
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
2019-11-14
Neenah, WI
Getting a loan or lease
Vehicle loan or lease: Loan
Changes in terms mid-deal or after closing
Complaint: This is the body of the email I sent to XXXX XXXX at U.S. Bank, on XX/XX/XXXX : Almost two years ago I refinanced my car with U.S. Bank. I had an indirect loan, and I refinanced with a direct loan. I am not happy with the way I was treated, which is why I am writing to you.
I think it was in mid-XXXX, XXXX that I went to the XXXX Main branch to inquire about a loan sale U.S. Bank was offering at that time. The advertised rate was 2.99 %. When I spoke with the banker, I made it very clear that I did not want to refinance until I had paid a full two years on the indirect loan - I wanted a new 48 month loan to replace 48 months remaining on the indirect loan. She said that was okay, but pressured me to apply for the loan that same day because they didn't know how long the sale would go on. OK, that made sense, and I was assured that I could still close on the new loan after I made my XXXX, XXXX payment. My new loan was approved.
However, near the end of XXXX the branch manager was calling me, pressuring me to come in before the end of the month to close on the new loan. I explained to her that I wanted to wait until the XX/XX/XXXX payment was made so I was replacing 48 months on the indirect loan with 48 months on the new direct loan. She said that the approval wouldn't be good forever, and that she had to get the loan closed before the approval expired. I now suspect that she wanted to get my new loan closed before month end so it would make her numbers look better for XXXX. I did go in and sign the loan documents on XX/XX/XXXX and the new loan was closed. The interest rate was 3.25 % on the contract.
Then next week I received a letter from underwriting ( dated XX/XX/XXXX ) saying that they could not offer me a loan at the advertised rate, but were offering me a loan at 3 %. The letter said that I had 10 days to accept the counter offer. Keep in mind that I had already signed loan documents for 3.25 %, not knowing that this counter offer for 3 % was on its way to me. I am attaching a copy of that letter. I signed the new loan documents well within that 10 day time frame, but the branch did not honor the rate quoted in the letter.
I contacted the branch in XXXX, XXXX and they assured me they would try to make things right for me. I am attaching copies of two emails I received from the branch to that effect. They were very slow in getting back to me, and several times I had to follow up with them. Then the branch stopped communicating with me. It became obvious that I wasn't going to get my loan corrected by working with them.
On Sunday, XX/XX/XXXX I called XXXX and spoke with an agent named XXXX. She assured me that she was writing everything down, and after we were finished she would go into after call, write her notes, and forward my information to her supervisor and tell the supervisor to call me the next day. The supervisor never called me.
About 10 days later I again called XXXX and spoke with an agent named XXXX. I'm not sure of the spelling of her name. She told me the bank couldn't reduce my rate because current rates were higher than 3 %. Finally she called financial sales and reported to me that they told her it has been a year so they weren't going to do anything. I reminded her that I have been trying to resolve this since XXXX and she said that didn't matter, there was nothing that U.S. Bank could do for me.
Due to family issues I let the matter go another year, so I have less of a leg to stand on than I did a year ago and I don't expect anything from U.S. Bank. I know the .25 % difference in interest is only about {$60.00} over the life of the loan, but to me it is the principle. My car loan is now paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-14
OR
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Complaint: Dear Consumer Financial Protection Bureau : My name is XXXX XXXX XXXX XXXX. I have U.S Bank checking account # XXXX. I want to complain U.S Bank branch locate at XXXX XXXX XXXX XXXX, XXXX, Oregon XXXX U.S.A acted fraudulent when it sold money order without cash in it for me on XX/XX/2019. On XX/XX/2019 I went to U.S Bank branch locate at the address XXXX XXXX XXXX XXXX, XXXX, Oregon XXXX to deposit {$9100.00} to purchase 10 personal money order checks in the amount of {$9000.00} that means each of money order has the money amount {$900.00}. US Bank took my monies in the amount of {$9000.00} but the big problem was when I deposited two money orders into my checking account at XXXX XXXX, the XXXX XXXX loss prevent named XXXX said to me via phone on XX/XX/2019 that one of money order check # XXXX issued by US Bank on XX/XX/2019 at US Bank branch XXXX XXXX XXXX XXXX, XXXX, Oregon XXXX had been returned to XXXX XXXX without payment with reason stop payment. Therefore, I am able to state that US Bank acted fraudulent when it sold the money order checks for me without cash in it. Because this is serious fraudulent activity of US Bank to steal money in the amount {$900.00} from me, I request Consumer Financial Protection Bureau investigate and return the money {$900.00} back into my checking account at US Bank. I tried to contact US Bank customer Service and this US Branch but there was no response or resolve this big problem instead just hung up the phone or disconnect my call.
If you have any question, please contact me via email at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX Cell : XXXX Email : 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
2019-11-14
Fontana, CA
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2019-11-14
Chesterfield, MO
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: see case number XXXX including the company response and my feedback ; I want to discuss further with the Ombudsman at XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-14
Hon, HI
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
2019-11-14
Chicago, IL
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
2019-11-13
Chicago, IL
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
2019-11-13
Grassy, MO
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
2019-11-13
Centerton, OH
Problem with a lender or other company charging your account
Checking or savings account: Other banking product or service
Can't stop withdrawals from your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-13
Washington, DC
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
2019-11-13
San Fernando, CA
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-13
NH
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: Purchased, by phone, two chairs on XX/XX/XXXX. Never received the items ordered. When informed the Bank originally refunded the amount charged and interest. Subsequently the refund was reversed and the charges were reapplied to my account.
The bank sent me a copy of two pages of a seven page FAX they received from the shipper which does not specify by name where or to whom the claimed delivery was made.
I filed a police report in which both the merchant and the shipper stated the items were never shipped and were never delivered.
I notified the Bank and sent them a copy of the police report. They have refused to adjust my account or even to acknowledge the report.
I was able to contact the merchant who told me the funds had been removed from his account in XXXX of XXXX.
I contacted the office of the president of the Bank, several times, and have received replies from agents identified only by first name.
I contacted the office of NH Senator XXXX. An assistant from that office agreed to try helping me. The Bank did not change their position after hearing from Senator XXXX office and have refused to credit my account. This inquiry was acknowledged by a letter on XX/XX/XXXX.
XX/XX/XXXX I received a letter from the bank saying that a refund was forthcoming. XX/XX/XXXX I received another letter saying there would be no refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-13
Lowell, AR
Unable to get your credit report or credit score
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Problem getting your free annual credit report
Complaint: PLEASE RE-INSERT ALL MY U.S. BANK ACCOUNTS BACK ONTO MY CREDIT REPORTS, ALSO, GET A HOLD OF YOUR XXXX REPRESENTATIVE TO ASSIST YOU IN THE MANUALLY RE-INSERTION OF SAID ACCOUNTS. I NEED A LETTER FROM THEM AS SUCH. THE CREDIT FURNISHERS AND XXXX IN DISRUPTING THE FABRIC OF FINANCIAL CREDIT APPARATUS, TRI ANGLE OF THE INDUSTRY IS AT STAKE, CRA-CREDITORS-CONSUMERS. FINALLY THE DODD FRANK ACT AND XXXX XXXX SINCE XX/XX/2015 HAS VIOLATED THE F.C.R.A. ( FACT-ACT ) AND 15 U.S.C. Section 1681g.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-13
Beldenville, WI
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I am being forced to fabricate information on my mortgage application that absolutely does not exist and cant be found anywhere and the only way to get this information would be for me to make it up and i told them i would not move forward if that is the case. Now a month later we have to revisit this very issue again of me fabricating information that doesn't exist shows up again with my loan originator demanding that in order to move foward this information has to be provided or cancel. The loan originator from US bank who is forcing me to lie on my application is XXXX XXXX XXXX.
Myself- I am retired from the Federal government, I am also service connected at 100 percent and those incomes have been paying the first mortgage which is the VA loan now through US Bank with no imperfections or missed payments ever in my credit history that at the time of my mortgage application the credit score is XXXX and all i wanted to do was refinance and pull some money out for home improvements and filled out the application online thinking it would go to my local branch but ended up in California and Kentucky and not one person i worked with ever showed any sense of professionalism so i was apprehensive from the start but did continue with the application and will only continue to do so with the information that is real and tangible!
I told them on two different occasions i would not do business like this and they still forced me to continue. I have the documents and the e-mail chain to prove everything. my next stop is HUD then DOJ!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2019-11-13
Elko, NV
Applying for 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
2019-11-13
Saint Louis, MO
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-13
Kansas City, MO
Closing an account
Checking or savings account: Savings 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
2019-11-12
Newark, NJ
Trouble during payment process
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
2019-11-12
Lynn, MA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Complaint: I have always had on-time payments and I recently checked my score and became aware that last year in XXXX there was a late payment. I have not changed the auto-pay date on my account so there must have been an error with the payment system or auto-pay. I have been paying everything from auto-pay since I got the card, and I was never sent anything about a late payment or a notice of the late payment to file a complaint about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-11-12
San Jose, CA
Written notification about debt
Debt collection: I do not know
Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation