Date Received: 2021-01-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XXXX I received a notice that my account was not current. I was confused because my bank showed that I had been charged ( through direct payment ) the {$450.00} that I had agreed on with the car dealership. I called the automated system and heard the date of my last payment and the date of my next scheduled payment. Since the system stated I did not have a payment due until the middle of the next month I believed that I received this letter as an error. I received another notice in XXXX, still feeling confused I called on XX/XX/2020 and spoke to a person by the name of XXXX. She informed me that the payment amount was {$450.00}. I told her that my agreement with the car dealership was for the payment amount of {$450.00}. She said she looked at the paperwork and did see that {$450.00} was the correct amount, she said she would change the amount to {$450.00} and remove the late fees. A couple of weeks later I received a letter stating that I had a late payment reported to the credit bureaus. I called and spoke with XXXX on XXXX and he explained that my payment had changed to {$450.00} due to an increase in taxes. Apparently, this change happened over a year ago and since my unpaid balance had reach over the {$15.00} dollar mark it was considered a late payment. I was never notified of this change and XXXX was also unable to explain this change in my account. I went ahead and paid the amount that was due. I explained my frustration to XXXX and asked that he have a manager look into the conversation that I had will XXXX and get back to me so I could see what I needed to do move forward. I never received a call back from anyone at USbank. This is when I filed a dispute report. USbank denied my dispute to remove the mark from my credit. I am very disappointed with the way all of this has been handle. I always make my payments and I should not be penalized for USbanks inability to communicate. I was NEVER notified that my payment changed. When I called the automated system, it told me that I did not have a payment due. When I did talk to a live person, I was told that I had resolved the issue, and now my credit has been harmed. At the end of all of this I could not even get a manager to call me back!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I am not sure when the gift card was purchased since it was a gift. But I did call today, XX/XX/2021 to check my gift card balance only because the person who gifted my son with this card did not write the amount on the card. I also tried on this day to go online to their website ( XXXX ) and check my balance but the website was down. When trying to call the company at XXXX, the representatives either hung up in my face or told me they could not help me since I did not know the original load amount. And then one of the representatives deactivated my card. So now it is not useable. I do not know why they did that. The card has never been used and my son just received it as a gift a few days ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77041
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For the past 3 months I have attempted to call US Bank to pay off a credit card. I call on the first of the month when payment is due and am unable to get through. My online account was closed when the card was closed and I am unable to log on to pay online. I was told my only option to make a payment is to call. Thats what Ive been trying to do but thats impossible when the bank cant be reached. I always get a message that they are having an interruption in services. When I attempt to email their customer service with the email address provided on their contact us page, its returned undeliverable. This account has now been accumulating interest and late fees not due to my failure to pay, but the bank blocking my ability to make any payments. This is not only unethical behavior but potentially fraudulent at the expense of consumers. They have made it impossible to make a payment or even contact someone there to assist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63128
Submitted Via: Web
Date Sent: 2021-01-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took out a conventional mortgage with U.S. Bank Home Mortgage a year ago to purchase my first home. I opted at that time to escrow my County taxes and Hazard Insurance monthly so that they would be paid automatically twice a year. At closing, I had put a deposit of {$3500.00} in anticipation of 6 months of property taxes. Thereafter, {$670.00} has been deposited into the escrow account monthly. I was given the impression that the Bank had correctly calculated these figures based on county tax rates and homeowner 's insurance premium, information that was retrievable to them. I understand that County taxes and homeowner insurance premiums can change year to year and that these are my responsibilities. I was not prepared to receive an Annual Escrow Account Disclosure Statement with reported SHORTAGE of {$2900.00}!! Additionally, my escrow Deposit will increase from {$670.00} to {$840.00} monthly! This obviously comes as a shock to any first time homeowner. I have called the US Bank customer hotline to determine the cause of this shortage. The representative points to yearly changes in County taxes and Homeowners insurance as probable cause of this shortage, but I point out that the increases don't add up to {$2900.00}. I have reached out to the Loan Originator from U.S. Bank but he tells me to call the 1-800 hotline and that perhaps a lower tax rate was used and not adjusted in the final closing documents, to paraphrase. I think I demand a better and thorough explanation from U.S. Bank. It makes me feel that I agreed to terms of a mortgage ( along with an annual escrow amount ) that was not fully accurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I started my unemployment on XX/XX/2020 and still have not received a card. I have called multiple times
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2021-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: After months of waiting for id verification to get my Colorado unemployment, i go to use my U.S.BankReliacard on XXXX, 2020 that had been loaded with XXXX $ but it said transaction denied. i called the XXXX number on the back of the card to be told my address doesnt match what they have on file but not only does it not match but it hasnt been changed ... Well if it hasnt been changed then it should be the address i provided when asked.. They therefore proceeded to tell me they can not give me any information about the account cause i cant verify my address, and to to to this website www.verify.usbank.com/ID and upload my ID and a selfie and within 1-2 business days someone from there '' offline team '' wil call me to reactivate my card.. Well its been 10 and they still have no update anytime i call. They say theres no way to contact the " offline team '' and their supervisors are just as not helpful as them. They hang up XXXX Ive faxed my documents and uploaded them multiple times.. I have no electric due to them freezing my card. I know have XXXX $ that i cant access and bout XXXX $ worth of bills unpaid. Im bought to lose my house. They are holding on to peoples money for what reason. I need my card reactivated now
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73115
Submitted Via: Web
Date Sent: 2021-01-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: Apparently a fraudulent claim was made for unemployment benefits. USBank sent me a ReliaCard apparently for those funds to be loaded on. I reported the fraud to the Colorado State office, and was directed to try and contact USBank to report the fraud to them as well. For two days I have attempted to reach a representative for USBank ReliaCard, however their system continues to disconnect you if you do not put in your SSN, which I refuse due to the fraud being committed thru this company. I attempted to go thru my USBank XXXXVisa card branch who also where unable to get thru to any representative in the ReliaCard branch. I called 3 different times on XX/XX/20, and again 4 times on XX/XX/20, before I attempted to go thru the XXXXVisa branch. I spent over two hours attempting to file the fraud claim with this company to no avail and no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to arrest you or take you to jail if you do not pay
Consumer Complaint: I received a call from a XXXX XXXX stating she was from a company based out of XXXX called XXXX XXXX. She gave me an account number of XXXX stating it was a checking account opened with u.s. bank on XX/XX/2007. She threatened to take me to court and have me arrested if I didn't pay thw amount owed on an overdraft in the amount of {$4300.00} XXXX called from phone number XXXX extension XXXX. I called U.S. Bank fraud department and they stated that I did not have any account with them based on my social security number which XXXX provided but I did not verify whether she was correct or not. They provided me with actual addresses of mine and places that I have worked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I received a gift card with {$250.00}. I activated the card. When I try to use it the transaction is declined. When I try the website to see the balance it does not recognize the 3 digit security code on the back of the card and after 3 attempts it has locked the card and says to call the number on the back of the card. When I call the number on the back of the card, the automated message can not find the card and then hangs up. There is no way to speak to anyone. They have essentially stolen my {$250.00} since I have no way to talk to anyone or get a replacement card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48442
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-31
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have US Bank Reliacard Debit Card XXXX provided by PA Unemployment Compensation Program. When I checked the balance on XX/XX/2020, I found fraudulent transactions for the transactions {$1500.00} and {$200.00} on XX/XX/2020 and {$1500.00} on XX/XX/2020. I have not done. Informed the US Bank about the issue. Also filed complaint with local law enforcement. US Bank arbitrarily determined those are undisputable transaction and closed the complaint. Further, despite providing my selfie and government issued ID, I am unable to activate or use my new debit card issued after the dispute was filed. My online access was also compromised by identity thieve who used similar email account. US Bank Reliacard Debit Card service closed the fraudulent transaction case and did not provide the information and reasons and documentations in order for the customer to follow up law enforcement and attorneys. Further US Bank Reliacard Service thwarted activation and access to online account. Request herewith CFPB assistance to secure card activation, account access and recovery of lost funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A