Date Received: 2021-08-17
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received a letter stating I had an account ending in XXXX with U.S. Bank ReliaCard. I do not have and did not open this account. The letter stated the transaction limits were changed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I called the customer service phone number and they say my account has a restriction that is causing a problem.i have completed the request documents and I still have a blocked account witch is preventing me from obtaining a new card sent to my new address .they deactivated my old card then told me they couldn't issues another one until my restriction has become removed.its been a week since I sent the documents and still nothing. I called XXXX XXXX XXXX and was told to submit a XXXX .I submited the documents and they still have my account on block with the restriction
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2020 Elan Financial services used a company called XXXX to collect debt from me which was owed. Total amount owed was {$1300.00}. I got 3 letters stating if I paid {$540.00} the account could be settled and closed. In XX/XX/XXXX I had called XXXX and they settled the account and told me it was closed and everything would be processed. For the last 3 months I saw my credit rating go down because Elan is stating that I still owe them {$810.00}. I have called multiple times and they state I either pay or the account will keep affecting my credit. I asked to request a manager over and over again and I can not reach one what so ever, and they can not help me. I am trying to settle this because this debt that I settled a year ago keeps coming back to haunt me and the company will not help me at all when I payed what was asked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2021-08-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Friday, XX/XX/XXXX at XXXX I looked at my checking account and see what my available balance was so I can transfer my funds to another account.US Bank indicated that as of XX/XX/XXXX XXXX my available is {$590.00}. I proceeded to transfer all of {$590.00} to another checking account. The next day I took another look at my US bank checking account again and I was shocked that they charged me with four ( 4 ) overdraft fees of {$36.00} each and balance was negative - {$680.00}. I immediately called them and asked the rep what happened to my account resulted in a negative XXXX. She said I had transactions that were still pending. If I had transactions still pending, why would they indicated that, as of XX/XX/XXXX XXXX my available amount is {$590.00}? Thats just deceiving and tricking customers into believing what they have available then charge them with overdraft fees. Thats not difference than stealing money from someone. US bank STOLE MY MONEY! Why would they have sick practice that is so unethical? I told the rep that If I transfer the money back to my checking account, would she able to remove the overdraft. She said no and they are not willing to work out anything with me. I am speechless and angry the fact that I was willing to work with them by undue my transfer in hope that they would reverse those overdraft fees but they said they wont do it and my account remained negative. They set up this trick to steal my money and others peoples money. US bank is a big thief and they will not return my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I made several calls to Elan Financial services prior to a major purchase, after making an {$18000.00} payment. I called in advance and several times throughout the experience to ask for guidance and get help. Along the way I was apologized to and encouraged to make the large transaction purchase. I was very thorough in my explanation of the purchase and received assurance each time I called that there was an error on their side and I should returned to the store for the purchase. Ultimately my purchase was declined, despite being well within my credit limit. I was also assured by multiple levels of fraud and customer service personnel that my account was fine. After 3 days of calls and assurances my account was closed for high risk transactions. I received a letter accusing me of lying on my application or not keeping my commitments. I have never missed a payment and recently paid off the account in full. This is unacceptable. I want a high level director or above to listen to each call ( they are all recorded ) and explain how I was at fault in any way. I will be filing this complaint with all applicable regulatory and consumer protection agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66209
Submitted Via: Web
Date Sent: 2021-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: To Whom It May Concern, As of XX/XX/XXXX, I had been a US Bank Student Credit Card holder since XXXX. I am writing this letter with very serious concerns about several security breeches that happened due to the severe infractions of multiple US Bank employees. Due to their negligence and irresponsible actions, I no longer felt safe to entrust my most private and personal security information with such an incompetent financial institution. I would like to explain what has happened. First, I was having some basic issues logging into the US Bank mobile banking app, so I decided to stop in the local branch. I had previously gone into this branch and a couple of other branches for the same reason, hoping to update my cell phone number to be able to confirm my identity on the app so I would then have full access to my mobile banking account. Each of those attempts had been unsuccessful, but I was willing to try again. I was hoping for a simple and straightforward encounter and at first, I thought it was. The teller who helped me, I believe her name was XXXX, seemed friendly and eager to help with my account. I very clearly explained to her not once, but twice, that I only had the one account with US Bank and simply needed to update my personal contact information. She said she saw another account in their system when she looked up my account and had explained to me that she would create a new account for me with my personal information, submit the form needed and that everything would go through and that I should have access to my account the next day. I was satisfied with that response, so I left the bank and went home. Once home, I was checking my email and noticed I had already received an email from US Bank stating that my personal information had been changed. Upon reading this, I thought she was successful, so I decided to check the app. The app wouldn't even let me get to the login, but that wasn't a red flag yet, because I assumed it was still down because of the maintenance she had been doing on my account. I went ahead and tried to log in online and actually managed to get past my security questions, which was further than I had gotten prior to going in to the branch office. However, once logged in, my stomach dropped because yes, I had access to my account now, however I was truly horrified to realize I had FULL access to a completely different credit card account that was NOT mine! I immediately loaded up my XXXX young children and rushed straight back to the bank, and right before we get there, I called the customer service number on the back of my card and quickly got connected with an agent. I explained to him that I wanted to be issued a new physical card for my XXXX Credit Card with a new number and to immediately cancel my old card to ensure that the other account holder would not be able to use it since our accounts were somehow merged now. He assured me that my old card was cancelled and that my new card would be on it's way within a week or so. I was relieved, thinking maybe this was sorted. Upon arriving at the bank, I immediately went to speak with the same teller to explain that there had been a massive security breech due to whatever she had done to my account, and the other persons account. She then seemed surprised because she thought she had helped me link my two accounts together, which was entirely wrong because, again, I only had one account with US Bank. She then said she just assumed it was mine because the other account holder shared the same name and date of birth as me. I was completely shocked and explained that what she did needed to be reversed immediately and explained that this was a huge breech of security and trust to both myself and this other account holder. She was on the phone with some sort of online banking maintenance and was trying to sort this out before the bank closed. Before I left, she seemed certain that she had resolved the matter and that I would not have any more access to the other customers ' account, nor would she have access to mine. I left because the bank was closed at this point and again, she assured me that everything was cleared up. I got back home and decided I just wanted to have a bit of piece of mind about this whole situation and that I wanted to see for myself that the account was indeed removed from my mobile banking. And to my complete horror again, I still had FULL access to this other account. I immediately called the US Bank customer service number again and after about 10 minutes, I was greeted by an agent who wanted to transfer me, and upon doing so ended up disconnecting the call. So, I again called back and this time I was on the call for 1 hour and 55 minutes. The agent who answered was XXXX, and she was truly the most competent, kind, helpful and understanding agent I worked with. After explaining the wild, shocking, and truly unbelievable experience I had endured to this point, XXXX openly admitted three different times that she was shocked to hear this and that clearly, the " teller dropped the ball ''. XXXX suspected this may have been some sort of fraudulent activity at first because the card was opened in a completely different state, so she transferred me to XXXX ( or XXXX, it was a bit hard to catch his name ) in the fraud department. Upon connecting with XXXX, he explained that the other account was linked with mine because it was opened with the same name, date of birth AND social security number. At first I was horrified, then they put me on a brief hold and XXXX left the call. While waiting to be reconnected, I realized how impossible of an explanation that was. I monitor all of my accounts extremely carefully on XXXX XXXX, and would absolutely have noticed this account if it were opened and used that whole time. Once XXXX answered again, I immediately explained to her how that truly was an impossible explanation and she awkwardly agreed and stated that XXXX was " a bit confused ''. Moving on from this momentary disaster, I pretty much demanded that XXXX inform the other account holder of the incompetencies that had unfolded that day and how she was also affected by such atrocious and irresponsible actions. XXXX told me that she had sent a message to the other account holder asking her to reach out about her account. None of this was even remotely satisfactory to me, so I asked for the most direct line to file a formal complaint about this atrocious experience and violations that occurred and she was very unsure about who to connect me with. She ended up having me on hold for approximately 30 minutes while she went to check with her supervisor because of the " unique circumstances of the situation ''. Once she got back on the phone, she gave me the address to the Office of the President and encouraged I send this letter there. She then connected me with XXXX at Web Support who was going to help me finally separate my account from the other account. After a couple of attempts, XXXX was successfully able to separate my account and I no longer had access to the other account. XXXX said she was going to do the same thing to the other account that she did with mine, so hopefully the other account holder wouldn't be able to see my information anymore. I was thrilled to know that I no longer had any access to that account, but was still very upset to not have actual confirmation that the other account holder couldn't see my information. XXXX then left the call and I explained to XXXX how this was truly such a massive breech of my trust and security and that I no longer felt like I could safely keep my account with US Bank and how I absolutely needed to close my account completely. XXXX was truly appalled and so apologetic towards me and the horrific and time-consuming event this had become. I was then connected with XXXX, the person who could actually help me close the account, and she was successful in closing my account. All in all, from the very first moment I got to the bank until the end of this call, I had spent nearly 5 HOURS of my day trying to sort out this madness. It is most shocking that such a large and successful financial institution could have such poorly trained staff who could allow such MASSIVE SECURITY BREECHES with their clients. I am truly sickened by this whole turn of events. And on a very personal note, I feel that I was truly wronged in this ordeal as well. Due to everything that led to the complete broken trust, I felt cornered into closing my longest standing credit card which has now damaged my credit. That was a horribly painful decision that I felt forced to make. There is nothing that can be done to remedy my credit that I have literally been working at building since the day I opened this credit card nearly a decade ago. To make things worse, which I didn't know would be possible, I received the credit card I had previously requested in the mail for my XXXX Credit Card, however, I also received a US Bank card for the other account holder 's XXXX account! I NEVER requested that! And the agent on the phone never told me I would get both in the mail! I was shocked! So yet another example of poor training, not verifying information, and poor communication on the agents ' behalf. As if this wasn't already bad enough, a few days later, I also received NEW PIN NUMBERS so I could activate and use both of " my new cards ''! This was sickening. So to recap, these are the biggest issues ; First I had an incredibly incompetent teller who didn't do the very most basic steps of her job to verify that my identity XXXX name, date of birth, address, phone number, and social security number ) truly matched the identity of the other account holder. Next, I dealt with a " confused '' teller working with the fraud department who caused me to be very panicked and emotional for a brief time, again due to not verifying information before conveying it to the customer in need of help. Then, I felt forced to close my longest standing line of credit which damaged my credit score. This was so unfair and so upsetting. And on top of everything, to have received not only the credit cards, but the PIN numbers as wellI mean, come on! This is more than negligence! This is poor training and truly unacceptable in every way. And if it happened this easily to me, who's to say these infractions haven't happened to others? Other than better training for your employees, ( which I hope would be a given after realizing the gravity of the true betrayal that the account holder and I have suffered after having put our trust in your financial institution ), I am also requesting that I receive confirmation for the following, IN WRITING ; One, that US Bank has been able to successfully inform the other account holder of these wrong-doings. Two, that she is completely aware that I was also given her credit card AND a PIN number to successfully activate and use that credit card. And lastly, I want confirmation that the other account holder DOES NOT have any more access to any of my personal information in any capacity. I genuinely hope, for the sake of all US Bank customers, that you implement some sort of additional coding into your software that prevents such rookie mistakes from happening to them. I will be filing this letter with the Office of the President, the Consumer Financial Protection Bureau, the Federal Trade Commission, and with my State Attorney General. I hope all US Bank staff can do better in the future. Sincerely, A very upset and disappointed, FORMER customer P.S. Here is another example of the incompetence of US Bank software/employees ; PLEASE NOTE THE DATES OF THE CLOSED ACCOUNT AND THE DATES WHEN THE TWO NEW PIN NUMBERS WERE ISSUED. My account was " closed '' on XX/XX/XXXX, and the PIN numbers were sent on XX/XX/XXXX and XX/XX/XXXX. That should have been more than enough time, given the number of business days that had passed, for my account to show closed and to avoid the card and PIN numbers from ever being sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 58801
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-14
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I had an issue with my XXXX Pre-Paid Debit Card ( issued by U.S. Bank National Association ) yesterday evening ( XX/XX/21 ) while attempting to order food through XXXX XXXX. I attempted to use the card several times before I found out that XXXX XXXX had been hacked. Due to the repeated attempts, my debit card was locked. I called the Customer Service several times ( XXXX ). I was told that because of the number of attempts to use the card, it would be locked for a maximum of 24 hours. Even after verifying that all of the attempts were made by me and that there was NO fraud taking place, they STILL refused to unlock my card, REFUSED to let me speak to ANYONE above the supervisor. I attempted to use the card today ( XX/XX/21 ) and the card was still locked. I called Customer Service again this morning at XXXX, and was told that the card would be unlocked in an hour. I went to use my card well AFTER that hour and my card was declined. I called Customer Service AGAIN and was told that because I attempted to use the card again, it reset the 24 hour lock and that there was NOBODY that could unlock my card, because it was done by an automated system. I was lied to by the female employee who told me that my card would be unlocked. I know full well that the card can be unlocked, yet they REFUSED to unlock the card, REFUSED to allow me to speak to anyone above the supervisor. This is completely UNACCEPTABLE. That is MY money on that card and I REPEATEDLY verified that NO fraud had taken place. After this 24 hour " lock '' is completed, I am removing all money from this card and will NEVER use it again. I am also taking to social media and telling everyone how this company treats its customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2021-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I brought a plane ticket, but I got sick. So, I called to cancel my plane ticket. XXXX offer me future credit, but I would just like my money refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-13
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: They stole my money my opening deposit and lied to me and said they would mail my debit card I havent received anything from them by mail as promised and when I call they refuse to tell me why my account is blocked they wont tell me whats going on by mail or phone how is this fair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XXXX credit card through us bank lured us in with an additionalXXXX cents per gallon discount on gas once achieving XXXX grocery store points through loyalty program. On XX/XX/XXXX I made a formal complaint. They fixed my account after 47 mins on phone. On XXXX they didnt reward me again. On XX/XX/XXXX they put me on endless hold for 45 mins then hung up on me. I called locale store in XXXX and spoke with male manager named XXXX. He refused to help with this. I am owed {$17.00} for missing credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40223
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A