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BBB Accreditation

A BBB Accredited Business since

BBB has determined that US Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for US Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 2279 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

2279 complaints closed with BBB in last 3 years | 761 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 706
Billing/Collection Issues 297
Delivery Issues 399
Guarantee/Warranty Issues 59
Problems with Product/Service 818
Total Closed Complaints 2279

Customer Reviews Summary Read customer reviews

45 Customer Reviews on US Bank
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 44
Total Customer Reviews 45

Additional Information

BBB file opened: April 01, 1970 Business started: 01/01/1929 Business started locally: 01/01/1929
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
www.sos.state.mn.us
Phone Number: (651) 296-2803

Business Management
Christine Hobrough, Regional Market Manager
Contact Information
Principal: Christine Hobrough, Regional Market Manager
Business Category

Banks Credit Cards & Plans Financial Services Leasing Service Copiers & Copier Supplies

Alternate Business Names
Business Equipment Financing Elan Financial Services Elavon, Inc U.S. Bancorp U.S. Bank US Bancorp Insurance Services US Bancorp Investments US Bank National Association US Bank Trust Company NA
Additional Information

Call 800-US BANKS or find specific customer service department listings by visiting https://www.usbank.com/en/personal/PersonalCustomerService.cfm

Products & Services

According to the information provided by US Bank , this company is a full service financial institution. Their division, Elan Financial, issues credit cards and provides credit card services.

Industry Tips
Financial Planning

Customer Review Rating plus BBB Rating Summary

US Bank has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1 Village Pkwy

    Circle Pines, MN 55014

  • 10 E 1st St

    Duluth, MN 55802

  • 1000 Payne Ave Ste B

    Saint Paul, MN 55130

  • 1001 Highway 96 W

    Saint Paul, MN 55126

  • 101 5th St E Ste 2000

    Saint Paul, MN 55101

  • 101 E Broadway

    Little Falls, MN 56345

  • 1015 W Saint Germain St Ste 400

    Saint Cloud, MN 56301

  • 103 North Park

    Fairmont, MN 56031

  • 1030 W Broadway Ave

    Minneapolis, MN 55411

  • 1071 Grand Ave

    Saint Paul, MN 55105

  • 1101 2nd Ave NE

    Little Falls, MN 56345

  • 111 Central Ave N

    New Prague, MN 56071

  • 11493 Lake Ln

    Chisago City, MN 55013

  • 120 S Main St

    Lamberton, MN 56152

  • 121 E Main St

    Anoka, MN 55303

  • 1212 Wayzata Blvd

    Minneapolis, MN 55437

  • 122 2nd Ave S

    Sauk Rapids, MN 56379

  • 12880 Elm Creek Blvd N

    Maple Grove, MN 55369

  • 1299 Promenade Pl # in

    Saint Paul, MN 55121

  • 130 W Superior St

    Duluth, MN 55802

  • 13081 Ridgedale Dr

    Hopkins, MN 55305

  • 1310 Madrid St Ste 103

    Marshall, MN 56258

  • 132 W Broadway St

    Owatonna, MN 55060

  • 1337 W Arrowhead Rd

    Duluth, MN 55811

  • 13623 80th Cir N

    Maple Grove, MN 55369

  • THIS LOCATION IS NOT BBB ACCREDITED

    143 McGavock Pike

    Nashville, TN 37214

  • 14431 Forest Blvd N

    Hugo, MN 55038

  • 1450 Channel Pkwy

    Marshall, MN 56258

  • 1493 Robert St S

    Saint Paul, MN 55118

  • 15025 Garrett Ave

    Apple Valley, MN 55124

  • 155 1st Ave SW

    Rochester, MN 55902

  • 1550 American Blvd E

    Minneapolis, MN 55425

  • 156 E Maine St

    Amboy, MN 56010

  • 15830 Franklin Trl SE

    Prior Lake, MN 55372

  • 16 9th Ave N

    Hopkins, MN 55343

  • 1601 County Road C W

    Saint Paul, MN 55113

  • 1712 Pine Cone Rd S

    Sartell, MN 56377

  • 1760 Beam Ave

    Saint Paul, MN 55109

  • 177 Saint Croix Trl S

    Lakeland, MN 55043

  • 17800 Highway 7

    Minnetonka, MN 55345

  • 1817 Plymouth Rd

    Hopkins, MN 55305

  • 1950 Cliff Lake Rd

    Eagan, MN 55122

  • 1959 Burns Ave

    Saint Paul, MN 55119

  • 1959 Suburban Ave

    Saint Paul, MN 55119

  • 19695 Holt Street SW

    Elk River, MN 55330

  • 2000 W Superior St

    Duluth, MN 55806

  • 20191 Iberia Ave

    Lakeville, MN 55044

  • 204 S 2nd St

    Mankato, MN 56001

  • 210 S Rum River Dr

    Princeton, MN 55371

  • 211 E Howard St

    Hibbing, MN 55746

  • 212 Front St

    Pine River, MN 56474

  • 213 Chestnut St E

    Stillwater, MN 55082

  • 220 Kraft Dr SE

    Melrose, MN 56352

  • 220 S 6th St Ste 220

    Minneapolis, MN 55402

  • 225 W Cavour Ave

    Fergus Falls, MN 56537

  • 2299 Palmer Dr

    New Brighton, MN 55112

  • 230 1st St S Ste 100

    Virginia, MN 55792

  • 231 County Rd 10 NE

    Minneapolis, MN 55434

  • 2338 Central Ave NE

    Minneapolis, MN 55418

  • 236 E Main St

    Blooming Prairie, MN 55917

  • 2400 Maple Grove Rd

    Duluth, MN 55811

  • 2546 Hennepin Ave

    Minneapolis, MN 55405

  • 2650 County Road E E

    White Bear Lake, MN 55110

  • 2690 Snelling Ave N

    Saint Paul, MN 55113

  • 27 33rd Ave N

    Saint Cloud, MN 56303

  • 2800 E Lake St

    Minneapolis, MN 55406

  • 2850 Rice St

    Saint Paul, MN 55113

  • 2929 Chicago Ave S

    Minneapolis, MN 55407

  • 300 Prairie Center Dr

    Eden Prairie, MN 55344

  • 300 Washington Ave SE

    Minneapolis, MN 55455

  • 301 Burnsville Pwky

    Burnsville, MN 55337

  • 301 N Main St

    Austin, MN 55912

  • 307 Pine St

    Monticello, MN 55362

  • 31 Central Blvd

    Babbitt, MN 55706

  • 312 Raintree Rd

    Mankato, MN 56001

  • 314 14th St NE

    East Grand Forks, MN 56721

  • 318 2nd St SW

    Willmar, MN 56201

  • 320 S 6th St

    Brainerd, MN 56401

  • 320 W Broadway Ave

    Forest Lake, MN 55025

  • 3305 Plymouth Blvd

    Minneapolis, MN 55447

  • 331 S Broadwy Ave

    Albert Lea, MN 56007

  • 333 E Hennepin Ave

    Minneapolis, MN 55414

  • 3376 Northern Valley Pl NE

    Rochester, MN 55906

  • 3445 Bunker Lake Blvd NW

    Andover, MN 55304

  • 3629 Krestwood Ln

    Saint Paul, MN 55123

  • 3777 Park Center Blvd

    St Louis Park, MN 55416

  • 3928 Silver Lake Rd NE

    Minneapolis, MN 55421

  • 3990 Main St NW

    Minneapolis, MN 55448

  • 4000 W Broadway Ave

    Minneapolis, MN 55422

  • 401 14th Ave SE

    Minneapolis, MN 55414

  • 401 County Road 42 E

    Burnsville, MN 55306

  • 401 W 98th St

    Minneapolis, MN 55420

  • 402 1st Ave SW

    Rochester, MN 55902

  • 403 Center Ave

    Moorhead, MN 56560

  • 4100 W 50th St

    Minneapolis, MN 55424

  • 4105 Lancaster Ln N

    Minneapolis, MN 55441

  • 445 Minnesota St

    Saint Paul, MN 55101

  • 4601 E Superior St

    Duluth, MN 55804

  • 4700 Clark Ave

    Saint Paul, MN 55110

  • 4700 Clark Ave.

    White Bear Lake, MN 55110

  • 4930 34th Ave S

    Minneapolis, MN 55417

  • 5149 W 98th St

    Minneapolis, MN 55437

  • 5250 Central Ave NE

    Minneapolis, MN 55421

  • 5330 Grand Ave

    Duluth, MN 55807

  • 5725 Duluth St
    (in Byerly's)

    Golden Valley, MN 55422

  • 6001 Stillwater Blvd N

    Stillwater, MN 55082

  • 625 Hillside Ave SW

    Pine City, MN 55063

  • 7001 France Ave S

    Minneapolis, MN 55435

  • 701 Broadway St

    Alexandria, MN 56308

  • 7050 Valley Creek Plaza
    (in Rainbow Foods)

    Saint Paul, MN 55125

  • 7053 10th St N

    Saint Paul, MN 55128

  • 711 Cleveland Ave S

    Saint Paul, MN 55116

  • 715 Cloquet Ave

    Cloquet, MN 55720

  • 7171 France Ave S
    (in Byerly's)

    Edina, MN 55435

  • 718 Washington Ave SE

    Minneapolis, MN 55414

  • 7200 80th St S

    Cottage Grove, MN 55016

  • 7600 W Broadway Ave

    Minneapolis, MN 55428

  • 7601 Penn Ave S

    Minneapolis, MN 55423

  • 7620 10th St N

    Oakdale, MN 55128

  • 7830 Century Blvd

    Chanhassen, MN 55317

  • 7984 Lake Dr

    Lino Lakes, MN 55014

  • 80 S 8th St Ste 224

    Minneapolis, MN 55402 (800) 872-2657

  • 800 Nicollet Mall
    BC-MN-H02T

    Minneapolis, MN 55402

  • 800 W 78th St

    Chanhassen, MN 55317

  • 8000 Lyndale Ave S

    Minneapolis, MN 55420

  • 8575 Valley Creek Rd

    Woodbury, MN 55125

  • 900 County Road 42 W

    Burnsville, MN 55337

  • 919 E Lake St

    Minneapolis, MN 55407

  • 9633 Lyndale Ave S

    Minneapolis, MN 55420

  • BC-MN-H02T
    800 Nicollet Mall

    Minneapolis, MN 55402

  • PO Box 6352

    Fargo, ND 58125

  • PO Box 6354

    Fargo, ND 58125

  • PO Box 6355

    Fargo, ND 58125

  • PO Box 6370

    Fargo, ND 58125

  • PO Box 64991

    Saint Paul, MN 55164

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It has been its longest while since i try speaking with someone ethical, professional human being, which i do not get luck . They have been refusing to assist me and on top of that are making racist comments and force me to go against my religion. I have number of times requested for a dispute to be initiated though till today nothing is being done. I would like The Attorney General to hold this illegal company responsible for every unlawful actions and make them initiate the dispute.

Desired Settlement: US Bank is requested to cease any racial profiling and unethical/unprofessional behavior. US Bank is also requested to cease any illegal actions and to obey laws and regulations established by US Government. US Bank is requested to initiate the dispute on fraudulent activity and stop harassing me. I will provide appropriate proof upon request.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because: complete lies at all times. Till today for other charges this fraudulent company hasn't bothered itself to lock my account. Professional employees at US Bank? It is insane to think that the words and the behavior of those was professin I would call it being easier. 


Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/28/2016 Billing/Collection Issues
4/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Before I activated my Skypass card i received an offer for 30,000 bonus miles I called this company that has SKYPASS miles and they said "I needed to FAX them a copy of the offer and they would make the adjustment". I had a heated argument with them on the phone because I was sitting at my computer with the email in front of me and wanted to forward the email to them. They refused to accept my email , " I told them for them to not receive emails in 2016 this company was not up to speed with latest technology, LOL". I faxed the documents as they requested and they sent me a form letter back stating I needed to prove the email was sent to me?????" This is an absolute SCAM by US BANK because the email is a link and it takes you to the link with the advertisement of 30,0000 bonus miles. here is the link they sent mehttp://www.skypassvisa.com/credit/offer.do?redirect=38373&lang=en I spoke with a Chris today employee number ******* and he refused to help, said they would not accept a forwarding of the email etc".

Desired Settlement: They need to honor the advertisement they sent me before I activated my card Advertisement link: http://www.skypassvisa.com/credit/offer.do?redirect=38373&lang=en

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because: 


This Bank's customer service indicated if I printed off the offer I received prior to activating my card (offer of 30,000 bonus points) and sent it VIA fax that would work with me to make the adjustment. This response of theirs in now way honors in good faith that request for information. It is the intent of US BANK to stone wall customers requiring them to FAX, documents continuous call their customer service department and never get anywhere hoping the customer gives up.  

If US BANK was even interested in honoring their promotions they would make at least an offer to meet me half way with the bonus points that are in question between their multiple promotions they bombard their customers with via email and mail. 

US BANK has given me 15,000 bonus points and offered me 30,000 I would be willing to meet them half way from the difference if they added 7,500 bonus points to my account otherwise have them call me to cancel my account and leave my complaint as unsatisfied!

****


Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, So my complaint against US Bank is the fact that they deactivated my current debt card with out my knowledge, or permission. They then tell me they can send a new card in the mail overnight because I don't have access to my account otherwise, then I find out three days later that they didn't send a new card for me at all. I have called and went into multiple different branches trying to get a new debt card and I am constantly being told they cannot help me. I do not know what else I should do. As I had explained earlier my husband,( who's card is still active) is out of town. I cannot even get gas because they do not accept checks. I am stuck in a boat without a paddle, and this is suppose to be my BANK!

Desired Settlement: I would like the bank to send me a new debt card immediately so i may access my bank account.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because: This is not a proper response to my complaint.
You did not send a card overnight as promised. Nothing in your letter apologized for my inconvenience. This letter does not explain or take responsibility at all for your actions. You are a BANK, my financial institution that I trust with my money. For my ONLY debt card to be deactivated without my knowledge or permission is unacceptable. I could understand if I had requested it or if my card was reaching its expiration date, which none of these in fact happened. My husband was out of town for work and I couldn't even get money from an ATM to get gas in my vehicle for work. I had to borrow money from my neighbor!!!! I am not satisfied with your so called response. I am a manager at work and I would never make excuses for my employees actions, I would offer a way to reconcile the problem. I am very disappointed, and after this so called letter, I will be talking to my husband about switching banks. 



****** ** *****

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank is manipulating the times, dates, and order of transactions in order to collect fees from customers. They are also withholding information that should be available to customers. They intentionally did not process a transaction for over 3 weeks, although a deposit was made and funds were available,in order to collect fees on my next transaction. I spoke with a manager at a local branch and asked if it was possible for them to give me the exact time and date the deposit was made and an explanation as to why the transaction took so long to post to my account, which he stated he could. I was put on hold and when he returned, I was told that this information was conveniently unavailable at this time. It is my determination that this information is being withheld from me intentionally because it would prove that this institution manipulated the time frame of the transaction in order to charge me unnecessary fees.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because: the company tries to cover their fraudulent activities with a service agreement that I never signed and the problem is deeper than them reserving the right to change the order of transactions. They are purposely monitoring accounts and manipulating dates of transactions, by holding personal checks for weeks at a time, for the purpose of charging the customer fees. This is against the law and my research shows that the company has a history of these types of activities.


Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a cashier's check for $10,000 on June 24,2010. On February 24, 2016 I tried to cash it at a US bank in AZ and was told the check had expired. There is no expiration date on my check. I was never told about an expiration date at the time of purchase. I was turned away from US Bank and referred to a website for unclaimed monies. I filed that complaint immediately. 6 weeks later I have yet to hear a response. 4/7/16 I contacted Us bank in Chariton, Iowa where the check was purchased only to be told the same thing, to contact a website. I am beyond frustrated that a bank will not honor their own check!

Desired Settlement: I would like my $10,000!

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

**** ** *** *******

4/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a SIMON gift card as a gift. These gift cards are issued by us bank. I filed a complaint with simongiftcard and did not hear back. I had sent the gift card information, the number, security code, and expiration date, as well as my address, so they had all the information they needed to reinstate the card or replace it, but I never heard back. I then contacted usbank. I was transferred from department to department. Finally I got a person after being on hold for a while, and then she transferred me to a recording, and ultimately disconnected again. To call back, I had to go through all of the recordings yet again, but to no avail- no help received. When I typed in the gift card number, it now says that it is an invalid number. At the store when I tried to use it, I was told the card was empty (and I had not used it). I would like this problem fixed. No service fees are to be charged in Hawaii. It is their duty to reimburse me in full.

Desired Settlement: I have had such problems with this card, the service of simon malls and the us bank, that I would just like refund in full.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

 

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am sorry about my confusion- I am not sure who used it but if there is a record of it being used, it must have been. Thank you for your time.

4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company did not let me know, as a consumer my statement for the amount or when they report to credit bureau agencies.. What they tell you is a false made up statement to make there consumers think they know the statement date and balance...they pull the account balance out of thin air to help lower consumers credit scores to help them make interest rates higher and keep them as there sole consumer.. YOU HAVE BEEN WARNED STAY AWAY FROM THIS COMPANY THEY ARE THE ONLY CREDIT CARD COMPANY THAT DOES THIS.. READ YOUR ONLINE REVIEWS FOLKS IM NOT THE ONLY Complaint I WILL BE SEEKING A LAWYER.. They have to tell me my statement balance and they have not done so.

Desired Settlement: Do what you owe to your consumers DONT try and trick them for companies personal gain you get more bees with honey.. Not by lying to them.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/25/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had paid off my boat loan back in mid Febraury and still have not received my title for the boat. I have called US Bank at ###-###-#### 5 times over the past 30 days and have been given differing information as to the status of my title. I most recently called today 4/14 at 3:40pm EST and was told that the information was sent on 4/4 to me regular mail. I have not received anything from US Bank since that date. They have no tracking method for the title and will not send it certified mail or some other form to track the title.

Desired Settlement: I need the title to my boat ASAP

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is with regards to US Bank- REI credit card. We are a family based in Middle East due to work for the last 10 years. We have been royal REI member for more nearly 20 years. We make all our purchases online. A couple of years ago, due to the need of some large ticketed camping and climbing equipment, we decided to go ahead with the application of REI VISA credit card, in the hope to take advantage of the $100 gift card toward our big purchases. As we were based overseas, all our mail is forwarded to us through our company PO Box address. When we filled the application, we were specific to tell the US Bank personnel who signed us up to make sure the approved card is to be mailed to our PO Box address, not the physical home address in US. The forwarding process is slow and because of the military zone we were in, it s not unusual for post to reach us 6 weeks to past 3 months, from the day post are received at our PO Box address. We were notified that the application went through and were expecting to receive the card but the card never arrived within the time frame the bank personnel mentioned. We were anxious since to receive the $100 gift card, so we can fulfill the "first purchae within 90 days of card approval". We called REI numerous time and each time, we were told to wait longer. We then called the bank who verified the card was sent out. After a couple more months of waiting, we finally found out that the bank sent the card to the WRONG address. They mailed it to our physical address in US. A second card was attempted to be mailed to us on “rush delivery”. Meanwhile, we cannot make purchases and missed out on the sales and inventory availability online. The second card eventually arrived but it was months after the approval date. When we called back US bank, we were told we cannot receive the gift card because we missed the deadline. We have now recently relocated back US. As we have the advantage of visiting local physical stores, we are anticipating more business with REI and, we have been: we have purchased more than 50 items and spending thousands of dollars just for the past few weeks. This prompt us to revisit using the credit card which we applied but never got the privilege to enjoy the benefits. We also have not received the replacement MasterCard (as we just found out, moving back US, that the bank have phased out the old VISA card). We called US bank and on 2 different occasions, spoke with supervisors and a manager. we wrote to US Bank ND office. all we were told is "nothing" could be done. The bank made a mistake and we should not be penalized for a fault not of ours.

Desired Settlement: Short of reapplying for the card again and have our credit impacted AGAIN, we requested the bank to rectify what was wrong – to honor the $100 gift card which we had never received due to a seemingly small but significant mistake made to our account

Business Response: **** ** *** *******

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/25/2016 Problems with Product/Service
4/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US bank has been since august 2015 being charging me overdrafts of $35 even thou I paid my bill on the due date. I trusted the company and when I did notice this month 4-3-2016 of the late fees that i has been charged they only granted me a credit of $70 when the total amount i been charged unfairly is $140.

Desired Settlement: to credited me for the $70 pending fees that i was charged

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ended a 4 year car lease in Feb 2016 with US BANK via the sales man at ** ***** CADILLAC In florida. I was over the miles. The car dealer sent US BANK A FINAL CHECK in the amount of $3817 to cover the difference and the tax and fees due. I received a bill in the mail for almost $6,000 and had to send US BANK a copy of check. They apologized and the car dealer said this is why we don't use the bank anymore so I figured it was a common problem. Now, US BANK has placed my file in collections saying I owe them $1655.39. The bank can not explain to me why I owe this amount now and its always a different answer. Its a 'termination fee" or a "wear and tear" etc. I am a professional and this can cause damage to me and my family. I work very hard and have excellent credit and it is unfair for them to bully me to pay any money to them. I get calls at 8am which wake up a baby and they continue all day causing me major stress. The bank will not listen to me even after begging them that they were paid. They will say I still owe this balance. I feel trapped and unfairly treated. Why would this bank treat a consumer like this after paying a $500 a month lease for 4 years? Horrifying.

Desired Settlement: I do not owe US BANK a termination fee, wear and tear or excess miles and I will not pay for something that was already paid for. I have the check you cashed as well as the final inspection report. I do not want any collection calls and my balance should be ZERO.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because: we find it invalid due to the following: On Jan 30 2016 the car salesman Don , my husband and I called US BANK on speakerphone to get the payoff. On that date we all spoke to Madeline from US Banks Dealer Services. Madeliene told us the dealer needs to do an inspection (attached) and to return the car along with a check for $3817.00 to settle the contract. If at that time we were advised we owed more or had a late fee then the dealer or I would have paid it.  When ** ***** said they would pay the amount provided by US BANK I signed another lease with the dealer.  There was never an inspection done  with US BANK and myself prior to the end of lease as you claim in your statement  because as you can see from your records I called and got a figure to purchase the vehicle in late 2015 because I was aware we were over the miles.  US BANK told me at that time  it was approximately $444 a month to buy the car so when we went to dealer, called US BANK and got the got the numbers we all came to an agreement  to return the vehicle based on the payout provided by US Bank. My intentions were always good and I tried to do what was fair and honest.  If the vehicle was damaged after that I don't feel I am responsible nor did I deserve to receive what was initially was a bill  for over $5,000 because you couldn’t find the check. The collection calls have caused me a ton of undeserved stress added to a newly adopted baby. None on my actions warrant my having to defend myself. Please stop calling me and asking for money . Your tactics are deceitful, dishonest and employ the use of trickery.
On a side not ** ***** is one of the largest and most reputable dealers in Ft Lauderdale. The GM told us we are not alone, he has tons of clients with this issue and that is why they call US BANK on speaker now in which we did. He said this is why they do not use US BANK anymore. They had to set up a help center for all their customers who have or had leases with US BANK.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank has charged off an account continues to report and inaccurate balance of 2174 to the credit bureaus which has hurt my ability to obtain credit. US Bank continues to verify the account with the bureaus but has failed to validated and verify the account with me and the FCRA clearly states any account that cant be verified with original documentation and signatures must be deleted from the consumers credit file Section 609 (a)(1)(A) & Section 611 (a)(1)(A). Furthermore you have failed to provide the method of verification as required under Section 611 (a) (7). Please be advised that under Section 611 (5)(A) of the FCRA - you are required to "...promptly DELETE all information which cannot be verified." The law is very clear as to the Civil liability and the remedy available to me (Section 616 & 617) if you fail to comply with Federal Law. I am a litigious consumer and fully intend on pursuing litigation in this matter to enforce my rights under the FCRA.

Desired Settlement: I want this account to be removed from my reports as it remains improperly validated and verified

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because: I don't agree with their resolution


4/22/2016 Billing/Collection Issues
4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We made a payment over the phone (Dec 14, 2015) using our bank routing number believing we had closed and finalized our lease agreement. We did not receive any further communication from US Bank until we accidentally made a payment to this account inadvertantly on March 4, 2016 (we thought we were processing a payment to our US Bank Credit Card). We called to get this payment refunded to be told our account was closed but would need to be reviewed before refunding our payment ($6413.83) and could take up to 30 days. On April 1, 2016, we phoned as we had not received our refund and spent over an hr on the phone, being treated rudely and ultimately being told we would only be refunded $5959.27 due to a missed payment. We never were phoned or received any notification in the mail regarding any missed payments and were fined a late fee.

Desired Settlement: An apology for the rude customer service. $6413.83 is a large sum of money to have tied up. We were then charged interest and late fees on the credit card bill as we had to scramble to cover the payment. Ultimately, we would like our full payment returned. It doesn't seem feasible that a closed account, with no attempts at communication, could suddenly require a payment. If we hadn't made the error, it seems they would never had attempted to obtain this payment.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


4/22/2016 Billing/Collection Issues
4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Tuesday April 5, 2016 I completed an online credit limit increase request. At no time during this process was there any disclaimer that a hard inquiry on my credit report would be performed during the review process. Later that same day I contacted customer service as I was nervous that I may get a hard inquiry, and told them to cancel the request if it would involve a hard inquiry. Their response was that they couldn't say for sure whether it would require a hard inquiry, and that they could not cancel the request. On Wednesday April 6th 2016, I received a credit alert that a hard inquiry was reported on my TransUnion credit report by US Bank.

Desired Settlement: Please remove the unauthorized hard credit inquiry from my Transunion credit report which was dated 4/5/2016.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

**** ** *** *******

Consumer Response:

 I am rejecting this response because:
There was no mention of a credit inquiry for this individual case. They keep explaining to me after the fact that they did a credit inquiry, but I would not have submitted the CLI request if they had indicated this prior.  My cardmember agreement that was attached does not specifically mention customer requested CLI, and this part of the agreement is meant to allow them to periodically review my credit info for their use, not to complete unauthorized hard credit inquires.

This is the last straw with US Bank.  If you can't remove this credit inquiry, please close my account, as I no longer wish to do business with you.  


Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

**** ** *** *******

4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: no proof of being owed or why this debt is owed there is nothing on my credit report I have not gotten any thing in the email there for this debt is invalid with out proof or photo or signature you have nothing

Desired Settlement: This debt is not owed I have being told this is 1400$ from both accounts When I have no paper work form us bank this does not make sence

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because


First off u must  send me phiscal proof of this items and I want to compared the signature with my ID and second  by law u must send me a real copy  until this is done this debt is not valid


Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. 

4/19/2016 Problems with Product/Service
4/19/2016 Problems with Product/Service
4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My line of credit fell 36 past due. I was sent to collections and when they called and asked for my wife I informed I was in a spousal state and I was her husband and would like to set up payments. Rep was rude and refused to talk to me. They then called again the same day and was again rude. I asked for a cease and desist and was told they would not honor it and would call me the next day. I called and was transfer to an Oregon manager. He said he would email the supervisor of the MN recovery unit about their unlawful collection practices and I should expect them to call me by the following Monday. It has now been 10 days and they have not returned my call. I cannot and will not be treated by collections when they treat me in every way Fair debt and collection practices as well as UDAAP ate meant to protect me from. I want to pay off the line of credit but it is hard when they will not work with me.

Desired Settlement: I want to settle this account and stop interest.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US BANK closed my account without sending any paperwork on closing or calling to let me know they were closing the account. i want to know the reason it was closed and when because i have 1595 in the account and i never got it.

Desired Settlement: would like to know why and i would like the 1595 back that was in the account when they closed it.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Absolute Worst Customer Experience at a Bank in My Life!!!!!!!!Beware of this bank if you're looking for any kind of service or customer friendly experience. Dannie *******, Business Specialist at US Bank Mesa is the most rude, pompous, and disrespectful banker I have ever dealt with. I went in today, after making an appointment, to open up my business account. Little Ms. Dannie ******* had already cancelled on me once, so when I arrived and had to wait 15 minutes for her to get off the phone, I was not impressed. Anyhow, Ms. Dannie ******* does not present well for being a banker. She greeted me and made no apology for her previous cancellation or for her tardiness today. Though she wore a business appropriate outfit, I immediately noticed a large tattoo on her left foot that said two words in large print that I would not repeat in public. It reminded me of the saying: "You can put lipstick on a hog and call it Monique, but it is still a pig," Nonetheless, I handed over my paperwork to Ms. Dannie ******* and she immediately began to frown. She then stated that because my paperwork for the State Corporation Commission didn't have a stamp on it, I would not be able to open the account. She then called someone in "operations" and explained to them that even though I had all the correct paperwork, since it didn't have the State stamp on it she was unable to open my business account. "That's correct, isn't it?" (This is called a covering your ass call in the banking business.) While this conversation took place right in front of me, I was unable to get Ms. Dannie *******'s attention to ask her to let me talk to "operations." She said goodbye to the lady on the phone and then looked at me with that annoying "I was right" look and said, "I'm sorry I won't be able to open your account." Though I explained that I filed the paperwork on-line, and even though that was verified by her on the Corporation Commission's official web site, she seemed to take great pleasure in notifying me that she would be unable to help me (kick rocks). I asked to talk with "operations" and Ms. Dannie ******* simply looked me straight in the eye and said "no they won't talk with you." I then asked her to at least call them back and let them know the customer would like to talk with them. Her response was "No, I'm not going to do that!" Ultimately, I spoke with two other management types; Adam ****** and Lisa *****, neither one of them was able to explain why I could not open the account without a stamp. However, they were both in agreement that without that stamp "policy says" we can't open the account. ****** said "We have the right to do business the way we want, and I don't need to explain."This is one of the big banks we bailed out of trouble and still they treat their customers as interruptions in their day. Be forewarned, this is not a bank that you can count on, and they are unwilling to earn your business!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) Open my business account.Fire the employee or demote her.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: U.S. BANK RETAIL RECOVERY IS ON MY CREDIT REPORTS, THESE MATTERS ARE FRAUDULENT IN NATURE AND FAILED TO ADDRESS THIS MATTER. THEY WERE SENT A CEASE AND DESIST ORDER AND HAVE FAILED TO COMPLY AND ARE BEING HARASSED VIA CELL PHONE.THEY MADE 96 CALLS IN A SHORT PERIOD OF TIME IN VIOLATION OF TCPA, FCRA, FDCPA AND DODD-FRANK ACT. Product_Or_Service: FRAUDULENT LOAN Order_Number: N/A Account_Number: CHECKING AND LOAN

Desired Settlement: DesiredSettlementID: Other (requires explanation) DISCHARGE DEBT AS IT IS FRAUDULENT IN NATURE AND FAILED TO PROCESS SUCH 4 MONTHS AGO! LASTLY, REMOVE ALL CREDIT REPORTING THESE NEGATIVE ACCOUNTS AND AGAIN CEASE AND DESIST COLLECTION EFFORTS, I WILL BE DEALING WITH FRAUD DEPT AND MY CONSUMER LAW GROUP-THOMPSON CONSUMER LAW GROUP, OR BE SUED. ( SEE CFPB COMPLIANT)

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US bank refuses to graduate my secured credit card to an unsecured one. This is after they made a promise to do so after one year. US Bank refuses to graduate my secured credit card to an unsecured one. US Bank claimed that if I keep my card in good standings (making on time payments and keeping utilization under 30%). This is after they made a promise to do so after one year. It has now been almost three years and they still refuse to graduate my card. When I ask US Bank why i have yet to graduate, they can give me no reason. All they tell me is there is a periodic review. They cant tell me when the review was done on my account nor can they tell me why i was denied after my review. The reason they don't have a reason because there is not one. I have been more than responsible with this account. It is obviously that they would rather collect annual fees and higher interest from me than to keep up with their end of the agreement and graduate my card. I have been more than patient with US Bank. They clearly want to hold my money hostage for their own benefit. it is time to graduate. Please see to it that they keep up with their end of the agreement. I am sure if we were to screen all the calls that I made to US Bank you would clearly hear the US Bank representatives say that after a year i will graduate to an unsecured card if i am in good standing. When I ask to hear those calls US Bank conveniently says that they do not have access to those calls.

Desired Settlement: I would like my secured credit card graduated to an unsecured credit card as I was promised by more than 5 different representatives.

Business Response: **** ** *** *******

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I accidentally fat fingered a mistake on my online bill pay where a huge check meant for another party went to US bank. The check is larger than the total amount of the lease. By the time I found out about it, it was a month later and too late to fix it through my bank. US bank will not give the money back till the lease is over. Furthermore. They are shockingly rude on their customer service lines. I realize they are set up only for people who are BEHIND on their payments, not 1000s ahead, but they are borderline theives, and there was nothing borderline about how rude they were.

Desired Settlement: Refund and an apology for their rude people, and rediculous wait times.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because:
It ignores the current account which this refers too.


Please look for Account Holder ****** ********.  From the same address with a Lease ending in August of this year.

As the business correctly responded, I have had leases (all quite satisfactory for BOTH parties) in the past.  HOWEVER, the behavior of USbank during the current lease is very poor, and without a satisfactory resolution of this, I will never do business with them again, and I would urge everyone else to be VERY careful in this digital age of ever doing business with them either.

Mistakes happen.  Its how they are handled after the fact the make the difference between good service and theft...   The customer service agents who first played endless games of leaving us on hold, were rude and downright bullying to ****** and myself.  And WE DO NOT OWE MONEY!  A BANK ERROR LEAD TO USBank receiving too much money and they refuse to give it back until the lease is over!   This is unacceptable, and I cannot risk doing business with them again.

Cheers
****** ********

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have gone to several local branches to find out that US Bank services mortgage loans but do not have actual loan officers to assist the consumer instead they tell you to call customer service. After finagling thru the automated system I am told by several representatives including a senior agent, and so called manager that they can not assist either. I have my conversation recorded. I even asked that an email be sent regarding conversation which I was informed I would receive A follow up email regarfing the issue to in fact get nothing. So my issue is that I asked on several occasions at the local branch that payment over payment be applied to my principle. I found out that overage payment is instead being applied to my escrow account which in turn is just sitting for the bank to make extra money off of while my principle balance is collecting additional interest. I asked the local branch to provode me a full break down statement of how and where my finds are being applied. They in turn informed they couldn't assist and gave me a number to call. After spending hours on the phone with several Us bank reps. They too informed they couldn't assist and informed the only option is 1) either log in online (whicj I do not do online banking nor should I have to in order to get the reqested information) or 2 wait for the information to be mailed to me. Why should I have to wait when there are branches 1) locally and 2) that service mortgages? That crazy. I can not believe Us bank do not have the abilitiy to print out full statements for its customers nor can I believe that uS bank is unable to provide break down of how my money is being applied. This shit seems like a scam and I can't believe more customers aren't asking what the bank is doing with thier money. Talking the company at face value we've seen how this has played out in the past.

Desired Settlement: 1) have actual officers abailable locally to answer my questions regarding my money and what the bank is doing with it at every location. 2) i want the company to stop lying and telling me that they have mortgage loan officers (representAtives) available at the actual branch when they don't, 3) i want the branches and its bankers, tellers, representatives at the local branches in Omaha NE to have the ability to print out statements and not just a statement a full break down of how money is apply

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase of two gift cards from Kroger. Upon trying to set the cards up on the automated system, I was directed to Customer Care who advised me that these cards were not activated. I was advised to fax in information such as card number, copy of card, proof of purchase, and my contact info. I will forward those documents to you if you provide me with a fax or email address. Both cards should have $490.00 dollars each. Customer Care on the back of my card advised me that this was a product offered by US Bank and it takes 7 to 10 days before they will get a response from US Bank. The process is pathetic. I paid for a service of convenience and I am not receiving that.

Desired Settlement: Can you please activate my cards. Card # **** **** **** **** Card # **** **** **** ****

Consumer Response: I wanted to add supporting documents. Please see attached. 
Complaint: ********

I am rejecting this response because:

Sincerely,

******* *****

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They charge a fee to cash their own checks.

Desired Settlement: Wave the check cashing fee on there own customers checks.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We financed a house in 1998 with Market Street Mortgage (first mortgage), who is out of business, was sold to The Leader Mortgage company, who was acquired by US Bank. Refinanced the house 13 years ago with Wells Fargo. I never checked the status, but the original lien was never released, even though it was paid off in full by Wells Fargo. I was trying to get a home equity loan, but I was declined because the original lien, that is now with US Bank, was never released. I have faxed a title search with all the information to US Bank several times, emailed the title search several times, called US Bank several times - but I was told - sorry for your bad luck, but we can't help you - we might look into this in about 5 months and please stop calling us - PERFECT CUSTOMER SERVICE

Desired Settlement: Get a lien release from US Bank

Business Response: **** ** *** *******

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

Mr. James ******* at US Bank has been very, very helpful in this case. The lien release that should have been filed 13 years ago was filed this week - I am still waiting on the confirmation of the receipt of the lien release by the county.

Regards,

****** ********


4/15/2016 Billing/Collection Issues
4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the victim of a scam. That is not the issue here. The issue is that I counted on my bank to protect me and they didn't. A buyer for an item I listed on Craig's List sent me a cashier's check. I deposited the check in my US Bank account. After the buyer asked for reimbursement, I asked my local branch manager in Glendale, AZ if the check had cleared. She said that it had and the funds were available for disbursement. I also called the bank's 800 number, asked the same question and received the same answer. Because the bank indicated the check was good, I went ahead and sent the buyer a refund. A week later, the bank informed me the cashier's check was a forgery and they were deducting the full amount from my account. I went to the branch manager to explain that she said the check cleared. She said the 1-day approval was a courtesy because I was a good customer and they had no reason to suspect the check was bad. Obviously, I was concerned, which is why I asked if the check had cleared. She then explained that it takes 3-5 days for the check to fully clear from the issuing institution. The bank's policy on bad checks is to deduct the amount from the customer's account (mine). She verified with her boss that the bank was unwilling to accept the loss. I also called the 800 number, spoke with a supervisor and got the same response. I relied on the bank to tell me if the check cleared. If they had concerns, they should have told me then, not waited a week. If they suspected an issue, they should have asked me about the sender. In short, I relied upon them to protect me against a bad check by asking if the check cleared and they lied.

Desired Settlement: Refund the full amount of the bad check (which they said had cleared) to me.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:

I am rejecting this response because: when I spoke to the person at the 800 number and the branch manager, neither person told me the check approval was provisional subject to subsequent attempts at collection.  All I was told was the check had cleared and the funds were immediately available for disbursement. Clearly, the reason I asked if the check had cleared was because I concerned about the validity of it.  Had either person alerted me about the bank's policy or questioned me about why I was asking, I would not have been lulled into a false sense of security about the funds and I would not have returned the funds to the person doing the scam.  As a good customer of US Bank, I expected the bank to watch out for my interests or at least raise a "red flag" where circumstances warranted it.  Instead, the bank is only quoting their terms and conditions and ignoring the circumstances of this situation.  I relied on the bank to tell me the whole truth.  They performed less than the bare minimum of service with their responses to my inquiries.  I expected more then and I expect more now.   I fell for a scam, but I am out $1850 solely because of the bank's inaction.  The only response I will ever accept is the full refund of the $1850 from the bank.

I assume this file will remain open indefinitely as this issue is not resolved.  It is my hope that future potential customers of US Bank see the way this bank treats their good customers and will make their decisions accordingly.

**** ******




4/15/2016 Problems with Product/Service
4/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank (admittedly) made a mistake in their billing. They made it impossible or almost impossible to resolve the matter. I have yet to be able to. I have spent hours on hold and been transferred multiple times and so far no one has been able to correct my credit report. They admitted to incorrectly billing me during the first phone call, but they still have not corrected it. It has been months. They claimed that I had a balance of $86 for a change that was never resolved. When I finally got through to someone who could help they told me the balance they showed was incorrect. They said the balance should be zero. I also never received a bill or invoice for this either. I never would have known, however when I went to change a bank account, my bank informed me that the my credit was suffering due to US Banks claim that I have an unresolved debt. US Bank has made it clear that I have no balance, however they have refused to resolve my credit report. It was a charge that they admitted was an error, yet no attempts have been made to fix my credit after my multiple requests.

Desired Settlement: DesiredSettlementID: Correction to a credit report I want my credit report corrected immediately. This is affecting my business. And it was their mistake. I'd like a Flex Perks Am Ex card with 20,000 points on it for the trouble and disruption they have caused me by their irresponsible handling of this matter.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank is holding my deposit and funds, intentionally not releasing or clearing checks in a timely manner Phone calls not returned I am being singled out by this bank. On several occasions, my deposits are being held, not allowing me access to my money. This is a checking account, and the money I live on. My partner has cancer, and I've not been able to buy medicine because of this banks taking advantage of me and my account funds. The latest incident: I made a check deposit on March 11, for $2250. Before depositing, I verified the funds at the issuing bank, with the person who wrote the check. The funds were there. On the 12th, US Bank cleared the check. I wrote two checks against the funds seeing it was cleared. On the 14th, US Bank put a hold on the check and bounced my two payments, leaving me with NO money in my checking account. It's now the 22nd, and I STILL have no access to my deposited funds or ANY money to live on. 11days without being able to buy medicine, food, or gas, all due to a "hold" put on the deposit after if was shown cleared on the 12th. I called my branch iat Food City in Seymour TN twice, no answers and no return phone call as I asked for. Main branch says money is available in 8 or 9 business days now, and will clear tomorrow on the 23rd. This is an unwarranted hold of my money, and it's the third or fourth time it's happened to me at this bank. Now they want to charge bounced check fees, because they put hold on after it showed clear. I'm not paying over draft fees, and will switch banks if not settled appropriately. I've been banking at same branch for 4 or 5 yrs. No need for this, except they seem to want to hold people's money. Please advise. Thanks You

Desired Settlement: Clear my last deposited check and make my funds available immediately. Stop continuing to hold my deposits / checks for unreasonable periods of time. I will not pay the overdraft charges for any overdraft that US Bank caused to happen, after this check was cleared on the 12th.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/1/15 I received an email from US Bank offering a Cash+ credit card that offers rebates on purchases and also provides a $100 bonus if $500 in charges are made in the first 90 days, with the cash bonus advertised to post 6 to 8 weeks after the charges are made. I applied for the card. I was issued the card. On 1/15/16 I reached $500 in purchases. After 8 weeks the $100 bonus had yet to post to my account. I called customer service on 3/17/16. They told me that they had made a mistake and that they would resolve the issue and post the bonus within 10 days. This did not happen. I called customer service a second time on 4/1/16. I was told that a letter was in transit to me requesting that I provide evidence of the offer. I suggested that I could forward the advertisement I had received in my email. It was explained to me that they cannot accept emails and I should fax a copy of the email. I did this the same day on 4/1/16. I was told that the $100 bonus would post within 3 days of receipt. Today is 4/5/16. It has not posted and I have not heard back from US Bank. Please note that I did not happen upon the advertisement that I took out the credit card on by accident. Instead, US Bank took it upon themselves to email this advertisement to me. I would appreciate it if they made good on the offer that they approached me with.

Desired Settlement: US Bank should make good on there offer and credit my account for the $100 bonus.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate US Bank taking time to review my complaint and I appreciate that they have made good on this offer.

Best regards,
***** ****

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I accepted one of US Bank's interest free checks to pay off another account. I had a $86 outstanding balance on my US Bank card at the time I used their check. I paid off a $4,000 credit card with the US Bank interest free check. Just found out that US Bank has been charging monthly interest on the "interest free" check since I first used it back in November (five months ago). Their justification was that since there was an outstanding balance of $86 at the time I cashed the check, they can legally charge interest during the interest free period as well as the balance transfer fee. I asked to pay the $86 off and they said I could not pay it off until the $4,000 was paid in full. I said that was illegal. They said "it's in the fine print". I closed all of my US Bank credit cards.

Desired Settlement: Of the check fees and all related interest and fees charged on account #9422 from November, 2015 to date.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US BANK MADE AN ERROR ON THE INPUT OF PROMOTION CODE. I WAS TO HAVE $200 TO BE DEPOSITED INTO CHECKING ACCOUNT FOR OPENING A CHECKING ACCOUNT. IT WAS TO PLACED INTO ACCOUNT 6-8 WEEKS AFTER INITIAL ACCOUNT WAS OPENED, WHICH WAS 2/8/2016. I AM SURE US BANK HAS RECORD OF THE PROMOTION. SECOND, I SIGNED UP FOR ANOTHER US BANK PROMOTION FOR $150. THIS PROMOTION WAS IF I OPENED A DIRECT DEPOSIT INTO CHECKING. AGAIN, THIS $150 WOULD BE DEPOSITED 6-8 WEEKS AFTER DIRECT DEPOSIT HAS STARTED. DIRECT DEPOSIT DID IN FACT START ON 3/28/2016. THAT IS $350 IN PROMOTIONS I AM ENTITLED TO. PLEASE FIX THIS. I WAS GOING TO EVENTUALLY USE US BANK FOR ALL MY FINANCIAL NEEDS. I WAS CURRENTLY WORKING ON ONLINE BANKING/BILLING TO PAY MY BILLS. I ALSO HAVE A AUTO LOAN THROUGH US BANK. AGAIN, PLEASE FIX THE ACCOUNT TO WHERE I ACQUIRE THE $350. THESE TWO PROMOTIONS WERE THE INCENTIVES I USED TO BE A US BANK CUSTOMER. IF YOU ARE UNABLE TO ASSIST ME IN THIS MATTER, PLEASE ALLOW ME TO SPEAK TO THE NEXT POINT OF CONTACT, SUCH AS THE PROMOTIONS DEPT. MANAGER OR THE BANK MANAGER. THANK YOU FOR YOUR TIME IN THIS MATTER.

Desired Settlement: I HAVE COMPLETED BOTH PROMOTIONS. REQUEST $350 BE PUT INTO ACCOUNTS. THESE WERE THE INCENTIVES I USED TO BE A US BANK CUSTOMER. IF NOT WILLING TO GIVE ME THE PROMOTIONAL CREDITS, THEN I REQUEST TO CLOSE ALL ACCOUNTS WITH US BANK TO INCLUDE MY AUTO LOAN. AND MAKE SURE THIS FRAUD IS KNOWN BY FUTURE US BANK CUSTOMERS.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: I REJECT THIS BECAUSE YOUR EMPLOYER MADE A MISTAKE. NO WHERE DIS IT SAY FOR NEW CUSTOMERS ON THE DIRECT DEPOSIT ACTIVATION. THE INITIAL OPENING OF THE CHECKING ACCOUNT WAS COMPLETED ON THE PHONE WITH A US BANK EMPLOYEE ON 2/8/2016. PLEASE CONTACT YOUR EMPLOYEE WHO OPENED THE ACCOUNT AND ENTERED THE WRONG INFORMATION. AFTER IMPLEMENTING THE PROMOTION NUMBER, I THREW IN THE TRASH ONCE I WAS ASSURED THE $200 WOULD BE DEPOSITED 6-8 WEEKS AFTER INITIAL ACCOUNT WAS OPENED.

4/13/2016 Problems with Product/Service
4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently returned a vehicle at the end of the lease. My lease was with US Bank. A month before I returned the vehicle I followed the bank's instructions and had the vehicle inspected. The inspector noticed several instances of excess wear and tear that totaled $546.15. Among the damages were a dashboard light illuminated (low tire pressure) and a missing cargo cover. The inspector told me that his was a preliminary inspection and if I could rectify the problems I could get charges removed at the time of vehicle return. I took care of the dashboard light by adding air to the car's tires. I also found the cargo cover in my garage and put it in the car. At the time of vehicle return the dealership sales manager spoke to a US Bank representative (Shawana - ****) reached at the telephone number provided on my lease documentation and informed her that the two problems no longer existed - he vouched for the fact that the tire pressure light was off and the cargo cover was present in the vehicle. She informed the sales manager that the facts had been noted in my account information. After several weeks I received a bill from US Bank "Excess Wear and Tear" on the vehicle, for $546.15. I again called US Bank (Yasim - ****) to point out that I had had the dealership sales manager vouch for the condition of the vehicle. He informed me that I needed to have the dealership fax a letter to US Bank, with my reference number noted, verifying the condition of the vehicle. I did so. The dealership prepared a letter and faxed it on March, 10, 2016. They also provided me of a copy of the letter. I have subsequently called US Bank two more times, speaking to Eddie and Teshauna, who each informed me that the bank had not received any fax about this matter at the fax number to which they directed correspondence. Although I have followed the bank's specific instructions to resolve this matter, they refuse to acknowledge receipt of the letter, and my bill remains $546.15. Product_Or_Service: leased automobile Account_Number: Ref. # ******

Desired Settlement: DesiredSettlementID: Billing Adjustment I want $331.15 removed from my bill, resulting in a total bill for Excess Wear and Tear of $215.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


4/11/2016 Problems with Product/Service
4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My problem started because of overdraft fees , I overdraft on my card around eight dollars so i knew us banks was going to charge me 35 dollars for over drafting. but when i checked my bank account they charged me almost 200 dollars in overdraft fees. so i called and asked they why i was getting charged for charges that were made 2 days prior to them charging me the first overdraft fee. when i made my purchases they had already held the money from my available balance, but when they balance there account when where sleeping instead of marking the payment as already been deducted they actually deducted the payment again for the charges made two days ago. now remind you my account already negative, so when they did that for those charges it only made my account more negative thus causing the accumulation of all those overdraft fees. Note: i check my account MULTIPLE times a day so im already frustrated so i called us bank customer service tries to explain to him the situation in that i wanted a refund for the extra fees i accept the responsibility of the first fee and the extended one. but he wasn't listening and was trying to give me this spill of that this is how it works and that he wasn't able to do anything so im already frustrated and he made it worst and i definitely said a few choice words and ask to speak with a supervisor he proceed to try and and explain again , and i stopped him right there and told him once i asked to speak with a supervisor our conversation was over. once i said that he reluctantly transferred me to a supervisor by the name of RON AGENT #******* in the ohio office. I proceeded to explain the situation again before i could even finish he was interrupting basically repeating what the previous agent was say he came on the phone already unwilling to help . by this time im pissed so as in trying to explain and request a refund for the additional overdraft fees he says"is there anything else i can help you since you don't actually have a question" when i said that i said a few choice word and told him he was very disrespectful and has por customer service and that since you a manger shouldn't you be acting like one. all while im talking he talking, eventually i say a few more choice words then i hangs up. so as i calling back to speak with some one else to get corporate number...he calls me back and state "this ron the manager you just hung up on, i was trying to help you but since you talk to me that why im cancelling your account" i am furious. so i hang up before he could even utter another word. this time i called back to get both corporate and the legal department information. i ended up going to the back and try to withdraw money my card was not working. so at this point im about to blow a head gasket. so im calling back asking for this information they rep transferred me to ta supervisor the manager gave me the info, i briefly went over what happened and asked if my account was closed he said no then i told him what his co worker did(they work in the same office) , but then i ask so why my card not working he said it was cancelled and in the notes(entered by MANAGER RON AGENT #*******) it states "consumer requested to close account but hung up before could read disclosure" i told him i did not he called me and hes lying and then i ask him to put in the not consumer did not request for him to cancel his account". he said that he would , but at this point have no trust in this company at all. I AM UTTERLY DISGUSTED AT THIS COMPANY PRACTICES. THIS IS THE FACE OF US BANK

Desired Settlement: I WANT MY ACCOUNT ADJUSTED FOR THE REFUND OF THE EXTRA OVERDRAFT CHARGES AND TO BE COMPENSATED FOR THE HASSLE THAT I HAVE TO GO THROUGH WITH MY ACCOUNT NOW. I TAKE FULL RESPONSIBILITY OF THE FIRST CHARGE AND THE EXTENDED CHARGE. I WOULD ALSO LIKE FOR US BANK TO REEVALUATE THESE "CS MANGERS AND A REP'S" THAT THEY HAVE AS THE FACE OF THERE COMPANY!!!!

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


Consumer Response:

 I am rejecting this response because: they see that he deactivate my card and lied in the notes but in there mind everthing is all taken care of because it got reactivated thr same day it only got reactivated because I had went to the bank and complained

...and now a BIG COMPANY LIKE US BANK DONT RECORD ALL THE PHOME CALLS SO THEY CANT GO BACK AND LISTEN...THAT IS A LOAD OF BS....I BET YOU IF IT WAS THE OTHER WAY AROUND  THEY WOULD BE ABLE TOO..

Us bank is running a shady business i would never recommend them to anyone EVER


4/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank have added my wife's name to my account. This was not requested by either my wife or I. I have requested that this be corrected at my branch, via phone (I have spent many accumulated hours trying to fix this). My wife an I have both sent a letters signed by both of us, requesting that US Bank correct this. I have filled in new signature cards that US bank assured me would fix the problem, but US Bank still insist on sending statements to both of us. We never requested this, and are both passionate about keeping our finances separate. All we want is for US Bank to keep our accounts separate, which is how they were opened. I am staggered that the bank feels that it can make an executive decision to blend our financial lives in this manner.

Desired Settlement: We just want our bank accounts to be treated separately (how they were opened), and for statements to be sent ONLY to the person who should be the sole name on the account.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


Consumer Response:

 I am rejecting this response because:  I need some additional clarification.  Attached in the response from US bank, which cc's the BBB were my detailed back statements, including all transactions, account numbers, balances, etc.  While I regard the BBB as a very respectable institution, I am a little shocked that US Bank would share this type of detailed personal financial information with any third party without my prior permission. The original problem was that they added my wife to my accounts without my agreement.  It would be even worse if they are now openly sharing my detailed financial information with 3rd parties, no matter how respectable they are.   

I am very much hoping that the file was for my eyes only, but it does very much appear that my detailed bank statements were shared with the BBB.  Can US Bank please confirm that the attachments in this files are for my ayes only, and that they have not copied the BBB with my detailed bank statements?  

Other than that, it does appear as if the original issue has finally been resolved.

Regards

**** *****


4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February, I received a bill from US Bank stating that an account was in the negative balance. I called the local branch and they pulled up the account and stated there have been no deposits or withdrawals. I was transferred to the 1800 number and informed them that I did not open the account and have never had any business with US Bank. I was sent a packet to fill out which I did. In the packet I was informed that I need to send my ID and SSN Card with the packet which I did not do nor do I feel comfortable in doing so. This account has been mistakenly open with your bank and I will not send more of my information to you. I will also not be paying for a notary to resend the documents. I did not open this account and will not go through the extra work to close the account.

Desired Settlement: Close the account and remove me from any systems you have. I have already placed fraud alerts on my account and am monitoring for any other unauthorized accounts.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


Consumer Response:  I am rejecting this response because:

Good job telling me what I have been told before. 

4/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just received a letter saying I was delinquent for my account. I made a payment but they did not recognize y payment. They claim I did not pay the 23.61 and they claim the $89 I owe them is the extra fees included. I received a confirmation number of *************** when I paid the bill.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like them to

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On several occasions we have been charged late fees on our mortgage payments, when the payment was not received late. One time I went in to the branch and gave them my payment ahead of the deadline. I received a late notice and payment. Recently, they sent me a letter saying they have not received either my January or February payments. They were mailed on January 7 and Feb 3 respectively. This was letter was received on February 19. I stopped payment on the checks that were sent based on what they told me. I then called them to make arrangements to transfer money to them. This was also on Feb 19. At that point, 16 days after I mailed the check, they told me that they actually received the check on the 18th. But they had not received the check mailed on January 7. I made the payment informing them that I stopped payment on the previous checks based on their correspondence.I was charged not only a bounced check fee for the February check that I stopped, but for the January check (that they said they never received) as well. Obviously they lied, and had in fact received both checks. Checks don't bounce unless you have them in your hands.So, at this point I have been fraudulently charged late fees when the checks were not late. Bounced check fees when the checks would not have bounced had they cashed them when they were received and not told me that they never received them, and perhaps worst of all, our credit report will show 30 days late on our mortgage when in fact we were not late at all. They insist that they process checks the day they receive them but this is a lie. This is not the first time that they have claimed we have been late, when in fact checks are mailed 10 days prior to the deadline. None of my other bills are late, including the other mortgage that I pay each month. Product_Or_Service: mortgage payment

Desired Settlement: DesiredSettlementID: Other (requires explanation) Not only do I want late fees and bounced check fees abated, but I also want the credit report corrected. I can prove the date that these payments were mailed.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The response is completely devoid of facts. The checks were mailed on time. I have proof of this. All of my other bills, are always received on time, so what USBank would like me to believe is that ONLY their checks are received after the due date. I suppose the post office has a vendetta against USBank and purposely delays their mail. Every time. The facts are, the checks were mailed on time. The checks that were stopped were done so because USBank told me they had not received them. Then after I stop payment on them, they just happen to show up and are cashed. This is unacceptable. They have filed a 30 day late notice on our credit report as a result of their incompetence or fraudulent activity; whichever it is. Our payments were mailed on time and we should not be assessed any fees at all, and the credit report should be corrected.
This is not the first time that they have done this to us. As I reported before, I even went into the branch one time to make a payment, before the due date, only to receive a letter stating that my payment was late. US Bank is not being honest and I don't accept their response.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing on behalf of my stepmother who has been trying to close out my father's credit card account. My father, ***** *** ****, passed away on 12 January 2016. On 2 February 2016 I sent a check and explanation to US Bank. There was a current balance of $359.44. After subtracting the applied total reward dollars of $205.73 a check was submitted for $153.71, the final amount. The account number is **** **** **** ****. A copy of his death certificate was submitted with this check in addition to his social security number. To this date we are still receiving bills. When we contacted US Bank the first time we talked with Mary ***** and she told us that account would be taken care of. Last Thursday, 24 March, we called and spoke with a gentleman named Sylvester. He told us that he could not talk with us unless we submitted documentation that we were authorized to talk with him about Dad's account. This is the first we have heard of this.

Desired Settlement: We would like the account to be closed out and no longer receive any bills.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I did not need additional information in the first place.  I already possess the necessary bills and I know more about my father and his affairs than you do.  Since he will no longer be receiving any bills and since he is longer around to take any responsibility with this account than I consider the matter closed.


**** ****

4/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank charge fees on my account..when I became aware I called..they waived some..not all. The Representative was rude and disrespectful and talked down to me...she placed me on hold because I wouldn't let her talk crazy to me...I asked to speak with a manager and she wouldn't forward the call. US Bank never gave me an indication that they would start charging me for having a checking account...the maintenance fees were erroneous due to the fact I have over the required amount being deposited into the account on a monthly basis. I want this issue resolve and the representative "coached on professionalism and customer service."....something this representative is lacking!!!...if it wasn't for the customers having money in US Bank, she would not have a job...she needs to be reminded of that!!! If you are a customer service representative, your job is to service the customer...not talk crazy to them...especially in a way that is inconsistent with how the call would be handled if the CEO was listening to the call!!!

Desired Settlement: I want me fees reversed...for the months of Oct-Dec.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wanted to pay my car off and I had never done that myself before. I sent the balance that showed on my statement My computer was acting up and I couldn't tell if the payment was posted using one of my bank accounts so sent another one in using a different bank account. I have tried to get them to put of the posting back into one of my accounts.They have not helped me at all.I called and talked to someone but I have a hearing problem and can't understand people too good on the phoneCan you please help me. I need my money. I am 84 years old and this is a first for me.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Have one of the balances put back into my bank account.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. 

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I will begin by stating that my husband and I have been working very hard at getting our credit score up to a good score, which we achieved. I am very protective of anything that would cause it to decline. I called US Bank in January to tell them I could not (they have it that I called in Feb., which seems odd to me) make our mortgage payment due to my husband being off work due to hernia operation. It did not happen at work so there was no Workers Comp. Again, I am not sure of the date I called but I do know that there was only ONE month I could not pay. The woman on the other line was very helpful and said that she understands that people have hardships and that they could put my on a payment plan with no problems. The plan was to pay extra the months of March, April, and May. I did ask if this would effect my credit score or get reported and she stated, "No". I was very pleased with this interaction and she put my mind at ease. I offered to pay 700.00-800.00 toward the mortgage but she said that they do not accept partial payments. Towards the end of the conversation she rattled off some words and asked if I agreed. Being in a position of embarrassment due to not being able to pay my bill, plus being in financial distress, I agreed. We are currently trying to re-finance our home due to personal reasons and was going through a credit union to do so. We were all set until I received a call on Tuesday, March 15th stating that our credit score dropped significantly and they would not be able to re-finance us. The told me that 2 months US Bank reported us as delinquent. She also told me that if this was a mistake (which I assumed it was), they needed to call the credit bureau immediately to have it changed. I called US Bank and was switched to a supervisor because I was not getting the answers or explanation I thought should be. They transferred me to Logan ******, but he was not available so I left a lengthy message and to have him call me. What I thought was interesting was the woman I talked to first said that he was busy working on another case. However, when I told her I left a message she stated "he knows the situation". I asked if he was busy how did he already know my situation. I did not get an answer. On Wednesday morning I called again for Mr. ******. The gentleman said that he would not be in until 1:00 pm that day. I was on hold for approximately 20 minutes. The gentleman said that he talked to a supervisor about my situation but that I need to talk to Mr. ******. I was upset because this gentleman can talk to a supervisor about my situation (with my permission) but 1. I couldn't talk to the supervisor my self to tell my story, and 2. It had to be Mr. ******. I questioned how he can put me on hold and talk to a supervisor about my case, but I had to wait for Mr. ******. I had not heard from Mr. ****** so I tried again close to 24 hours since the first time I called. They told me that he will be getting back to my shortly. About 40 minutes later, I finally spoke to him. He attempted to explain the "so called re-payment plan". He said that yes, they reported me to the credit bureau in January and in February and will in March if I do not pay 2,014.40 by the end of this month. Which my agreement was to pay 1,335.90 for the next 3 months to make up for my ONE missed payment. They said that they have no choice but to do that and that they cannot reverse what they already did. I told him that I know that if they called the credit bureau and said that there was some miscommunication between customer and them, they would take it off!!!! He told me that the woman I initially talked to told me that this would affect my credit score. I replied that she did not and if she did I would have begged borrowed or stole to make the payment because I would never jeopardize it affecting my credit score. Then he proceeded to tell my why they reported me for 2 months when in reality I missed ONE payment. I was not satisfied with his explanation and honestly did not understand it. I believe he did say that at the end of the conversation I had with the original person who did the payment plan, she did read me some "letter she read off of a sheet" that said something about reporting. Again, she specifically told me it would not affect my credit score with the repayment plan!!! I asked him to call the credit bureau and have the reporting dismissed. He refused!!! I did tell him a personal story "I work in an inpatient brain injury program" and when the family come in the first day to do paperwork, I know they are overwhelmed because their loved one almost died. So when we are going through admission I am VERY clear and in "say two weeks" there was a mistake on the application, I DO NOT throw in their face saying "well you know about this" and I cannot do anything about it. People are human!!! I believe people get overwhelmed about financial situations as well. To conclude: I am upset that it was reported to the credit bureau when the woman CLEARLY told me it would not and why the heck for TWO months. And why can't they remedy the situation. This low credit score has put my family in extreme disarray. Thank You *****. The business: US Bank Home Mortgage Company out of KY Product_Or_Service: customer service Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Report to credit bureau that, due to miscommunication of the following information, it should not have been reported.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I Called customer service number for US Bank ###-###-#### to alert fraud charges on my account,there were 2 charges on my credit card that weren't mine one charge for $439.95 and a second charge of $184.95 both at Leonisa USA. The representative said they would take care of the charges and reverse them.Both Charges were reversed.Weeks went by and yesterday 3/19/16 I got two letters in the mail stating that they are unable to assist me in resolving this matter and they will be re-billing me for these two charges on my next billing cycle.They sent me a detail on the purchase and were these items were shipped to which states that they were sent to ****** **** ** **** Doral Flordia 33192 and the other address ***** ** ***** ** **** Medley,Flordia. Which I live in Manteca California . Case # ************ and Case# ************. Order_Number: ******** * ******** Account_Number: Account #ending in 3

Desired Settlement: DesiredSettlementID: Refund I would like the credit card company to not re-bill me for this amount since this was not an authorized purchased by myself. Also reverse any interest my credit card will accrue for this fraud charge.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am having my payroll check held for 8 days, 6 business days. This is not right. I have a child in the house and I have to take care of things. I can not get anyone to help me what so ever. They did not explain to me that my check would be held so long. If that would have been case I would have cashed it else where, or even started a new account with a different bank. Worst service for a bank. Product_Or_Service: Banking

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my funds released so I can close my account down and go else where!

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank charges overdraft fees for pending debit card purchases and enters highest to lowest charges to create more overdraft fees I have been charged hundreds of dollars in overdraft for pending debit card purchases and when charges are going thru they process the highest first creating multiple overdrafts when there should really have only been one.

Desired Settlement: I want any over drafts I was charged for pending debit card purchases refunded and multiple over draft fees charged when smaller charges would have been covered by balance in account.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Has several times closed debit card account without notice, cause damages with creditors and merchants. loss of resources, time and obligations, I have been a long term customer of US Bank for my business and personal needs. Over time, this financial institution has opened accounts never authorized and also credit card account never authorized. It has cash fraudulent checks in large amounts, never supervised, with wrong address and check numbers Closed bank account without notice, causing damages (target Stores) Closed debit card accounts on several occasion without any notice causing damages Always Reluctant to fix or pay for damages The new smart card chip is not accepted at several places I constantly do business with resulting in loss of resources, time, Obligations, they canceled my current business debit card, again without notice. Having to set up new accounts and new vendors I'm forced to do business with because of their lack of information and notice to their customers

Desired Settlement: Pay for all costs for scared credit reports because of refused payments with creditors, pay for all costs associated with setting up new account and costs of any inconveniences, denied or declined transactions

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I RECEIVED AN ESCROW OVERAGE NOTICE FROM MY MORTGAGER, US BANK. THE OVERAGE AMOUNT WAS FOR $2,844.78. I AM CURRENTLY IN A HAMP MODIFICATION WITH THIS LENDER AND I DID COMPLETE THE TRIAL PERIOD REQUIREMENT OF MAKING 3 MONTHLY PAYMENTS AND I AM WAITING FOR THE FINALIZED DOCUMENTS TO BE SENT SO I CAN GET A CLEAN SLATE AND START OVER. I WAS TOLD THE PAPERWORK IS STILL BE PROCESSED AND TO CONTINUE MAKING TRIAL PAYMENTS UNTIL THE PROCESS IS COMPLETE. NO TIMETABLE WAS GIVEN TO ME. IN THE MEANTIME I ASKED FOR THE ESCROW OVERAGE BE SENT TO ME AND I WAS TOLD THE MONEY WILL BE APPLIED TO MY ACCOUNT. I FEEL THAT SINCE I AM MAKING TRIAL PAYMENTS, THESE FUNDS SHOULD COME TO ME. I FEEL LIKE THEY WILL TAKE THEIR TIME SENDING THE FINALIZED DOCUMENTS IN ORDER TO HOLD ON TO MY ESCROW. THIS ESCROW FUNDS CAN'T BE APPLIED WILL THIS PROCESS IS GOING ON I FEEL. I AM JUST A LITTLE PERSON GOING UP AGAINST A BIG BANK AND DON'T UNDERSTAND THIS PROCESS OR MY RIGHTS. THIS IS WHY I AM TURNING TO YOUR AGENCY FOR HELP.

Desired Settlement: i WOULD LIKE MY ESCROW OVERAGE SENT TO ME.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/6/2016 Problems with Product/Service
4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB,My name is ****** ********, and I am am Illinois homeowner writing to file a complaint against and seek restitution with US Bank Home Mortgage in Owensboro, KY- I have been entered into a mortgage agreement under false pretenses presented to me directly by the bank which has led to my ex-wife?s name and financial liability being wrongfully tied to the mortgage for the past 5 years, and will now lead to the loss of my home if not corrected immediately.Five years ago, I divorced my now ex-wife ***** ********, and was allowed to keep my home under the agreement that her name be removed from the property and that I assume ownership and payments. I called my mortgage lender- US Bank Home Mortgage- and explained my situation- that I was recently divorced, and was seeking options to remove my ex-wife?s name and responsibility from the property. I need to be very clear up front that every single time I had any form of communication about this issue, I stated that my number one priority was to remove her name from the loan. I was transferred around the bank a few times, and ended up speaking with Amanda ***** at the **** ********* *** Ownsboro, KY office. She presented to me two different options to rectify my situation with my ex-wife- removing her name from the property, while lowering my monthly payment? a straight refinance and a ?new? (at the time) HAMP Making home Affordable modification- which she told me was a government funded program I qualified for since I had a significant loss of income at the household (the divorce). Under the HAMP modification, my monthly payment would be significantly lower than a traditional refinance, so I pursued that option with her and with their department.The HAMP / Making Home Affordable program was brand new at the time- I had spoked to various team members in my long process of approval - each time stressing the fact that my first and foremost priority was getting my ex-wife?s name removed from the mortgage. Every time I spoke with any associate, they assured me that if I provided my divorce decree with my application, along with a letter stating that the reason I was applying for this modification was loss of household income due to the divorce, that there would be absolutely no problem re-writing the mortgage in my name, no longer using hers. And finally- when I did submit my application, Amanda ***** told me that in order to remove her name from the new mortgage- to fill out the application with only my information, and under the co-borrower spaces of the document - to write ?Divorced, X them out, and / or write ?do not use?. I was asked to provide a letter with my application, which also explicitly stated: I DO NOT AND CANNOT ENTER ANY FORM OF AGREEMENT UNLESS MY EX-WIFE?S NAME IS REMOVED FROM THIS MORTGAGE. My intro letter stated that my first and foremost priority was removing her name, and every time I spoke with, wrote in or emailed before AND after submitting, I made absolutely sure to confirm that this new mortgage was being written without her name, use of her social or credit, and in my name only.The HAMP modification took a handful of months to be fully approved and take effect. One of the government stipulations to the HAMP modification due to loss of income at the household- I was told by US Bank representatives - was that my home mortgage payments had to be 5 payments delinquent - in order for me to be approved - which I also did, and am still suffering that hit to my credit score and would later be denied a mortgage assumption from the very same bank because of an insufficient credit score. But at the end of the day, the HAMP modification made sense for me at my then current income situation - the modification put the house payment at a number I could comfortable afford, and I was assured by every rep I spoke to that filling out the documents the way that I did - providing my divorce decree, writing large X?s through the co-borrower sections of the application, and again enforcing in my letter that the reason was entering the agreement was to remove her name - that when the documents were approved, they would be in my own name only and she would be relieved. I received and signed the final documents, and sent them back in. I later received my final record of the modification agreement that very clearly shows and states ?Borrower (?I?) ****** ********, UNMARRIED. With a sunbonnet that states ?If there is more than one Borrower, each is referred to as ?I?, and for proposes of the document, shall include the plural ?we? if appropriate. I am listed as the sole borrower, unmarried, on the Home Affordable Modification Agreement, and my ex-wife?s name appears NOWHERE in the documents.A few months went by after the 6-or-so month application and approval process for the modification and the first few months payments - when my ex-wife called and asked why her name was still on the mortgage. I called Amanda ***** at the bank and asked why the mortgage was not in my name, and why her name still appeared. Amanda liked into the situation, and said that she was sorry- that she and her office were actually MISINFORMED about the HAMP modification, and that it actually DOES NOT remove an ex-partner?s liability on the property- that the program was new and the information was unclear to her and her employees- and that she was sorry, but I was misinformed- the only way now for me to remove her name from the mortgage was with an assumption. I was furious, and demanded something be done as it was her and her departments fault I signed into that agreement to begin with- that she personally had given me that HAMP modification as an option to remove my ex-wife from the mortgage. She asked if I would like to be transferred to the assumptions department, and I did, assuming that this could be taken care of ASAP.The US Bank assumptions department answered my call, and told me that they were sorry - there was a minimum of one year waiting period after completing a mortgage modification to apply for an assumption. Ok, I thought, I guess there is no way around that. However, my ex-wife and I had patiently waited a full calendar year and called back regarding the assumption- and I was then informed by the same department that the previous representative had once again given me misinformation- that there was actually a TWO YEAR waiting period before I could get the mortgage assumption. No other information was given, my account was not looked into, I was simply told that the company had once again made a mistake and that I would be able to get my mortgage assumption if we waited yet ANOTHER year. I had received a letter shortly after each mistake from the bank stating they were sorry for the misinformation I was given by the representatives. Two additional years now passed - three years total from the original divorce date with my ex-wife's name, credit and financial liability still tied to the mortgage and property. But the time had finally come when US Bank told me that I could fill out an assumption letter and my ex-wife's name would finally be relieved from the mortgage. I called the bank and was directed to the assumptions department, who then told me that the mortgage assumption was actually a very lengthy and difficult process to be approved, and that doing something like a traditional refinance was a much simpler way to remove an ex-spouses name from a mortgage agreement, whereas for the past two years I was under the assumption from Amanda *****'s office that I would be GIVEN the assumption after the two year waiting period. Nevertheless, I filled out the assumption application and sent in all of the required information- an extensive look into my financials, my job and career, my credit and tax history. Mind you, I had been waiting three years now under false pretenses and had been paying the mortgage on my own for the past three years already. So I sent in all of the tax documents, income statements, even monthly bank statements to prove exactly that - beyond any doubt- that I was and could continue to pay for that mortgage alone for the past three years. Then, a couple of months later, I received a letter in the mail that my mortgage assumption was rejected. Enraged, nearly FOUR years after the divorce, after two years of strictly waiting for the assumption process green light, after a year of dealing with trying to get the HAMP modification, the assumption was rejected. I called US Bank once again, and found my way to the head of the assumption department - Amber Montgomery. Amber listened to my situation, my 4 year journey to remove my ex's name from the mortgage. She stated she was sorry, and that that a mortgage assumption was actually very difficult to get with their underwriting department. Amber told me at that point, that my only other option was to do a traditional refinance - even though I had just gone through a re-writing of my mortgage previously with the HAMP modification and paid all associated fees- where I would have to bring $12,000 to the closing, and my mortgage payment would go up over $500 per month - which would have been THE SAME AMOUNT as my ORIGINAL payment had I not done anything to begin with. Amber had told me that the underwriting department claimed that my current income situation did not support the mortgage assumption- even though I was the original main borrower on the loan, and I showed very clearly that I was solely paying the mortgage payments the past three years on time. Two or three months after I was rejected, I called back in to Amber Montgomery's office, after I had looked through my documentation on the mortgage modification. I stated that my ex-wife did not sign ANY documents or agree to this new mortgage, and I also reminded her that every time I wrote in to the bank on any correspondence that I very clearly stated my number one priority was removing my ex's name from the mortgage- even that I could not and was not entering any agreement with her name or social security included. I stated that I was listed as the sole borrower on the documentation for the modification, and I told her that Amanda ***** was the employee who misinformed me into taking the HAMP Making Home Affordable modification to begin with. Amber told me then, that she would speak with Amanda and they would look into my account. She told me that she looked into my account notes and that she did indeed see the intro letter and letters after stating my intent only to remove my ex's name from he mortgage, and that I would not enter any agreement that included her information. The documents do exist at US Bank, and she has reviewed them. Shortly after - probably 2-3 weeks - I received a letter in the mail from US Bank Home Mortgage stating that my situation and account were being looked into, and that I would be receiving a response within 14 days by mail. It has now been an additional 6 months and I have not heard a word from the bank about my situation. And that is where I sit currently stuck with US Bank Home mortgage. My ex-wife's name still remains on the house after 5 years. She is now at the point where if her name is not off of the mortgage this year, she is going to pursue legal action to force me to sell my home and release her liability, and I am now in an emergency situation where I need her name off of the mortgage in order to keep my home. The simple restitution I am seeking is that the mortgage be re-written the way it was intended and told to me that it would be from the beginning- in my name solely, without my ex-wifes name attached in anyway. The mortgage documents I signed list myself as the sole borrower, I was told many times how to fill out my documents as to NOT include her on the new mortgage, yet her name and her credit are still tied to the mortgage 5 years later. I have hit a road block with US Bank's customer service, and I need your help. Thank you for your time. Product_Or_Service: Home Mortgage Order_Number: N/A Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) The simple restitution I am seeking is that the mortgage be re-written the way it was intended and told to me that it would be from the beginning- in my name solely, without my ex-wifes name attached in anyway. The mortgage documents I signed list myself as the sole borrower, I was told many times how to fill out my documents as to NOT include her on the new mortgage, yet her name and her credit are still tied to the mortgage 5 years later.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because:

I do not accept the attempt that US Bank has made to reconcile the matter regarding removing my ex-wife’s name from the mortgage. Each response given by the bank twists facts to falsely diverge their own malpractice, failing to accept responsibility when their own responses admit guilt of the original complaint exact. In US Bank’s last response, they state:

“Upon review of your account, we can confirm that you did inform us that your intent was to remove your ex-wife’s name from the loan”

The above statement is all that really matters or should matter. I did, in fact state many times many ways that I informed them of the intent and need to remove her name from the loan. I expressed it on my very first phone call to the bank, asking for options to do just that, which is how I found out about this modification to begin with. I did not call in asking for a modification loan to get me a lower payment- that was not what I was after. I called for options to remove my ex-wife’s name from this loan.

And once again, facts and dates have been cleverly manipulated in US Bank’s response to try to shift blame on me- they state:

“Our records do reflect that you were further informed that in order to have your ex-wife removed from the loan; an Assumption would need to take place.”

Sure, this did in fact happen eventually- nearly TWO YEARS after initially applying for the modification which I was led to believe would remove her name from the loan. Far too late to make me change my decision to enter this modification, far too late to make any difference. After finally qualifying for the modification, after being told not only by the main modification writer Amanda ***** directly, literally COUNTLESS times that filling out my modification paperwork this specific way would most definitely in fact remove her name from the loan. Months after finalizing the modification and realizing her name was still somehow attached, ONLY THEN did I call back into the bank to find out that Amanda *****’s department was misinformed, had blatantly lied and deceived me into this modification. Only then did I speak to someone who told me that they were sorry for the MISINFORMATION provided by Amanda, but an assumption would then need to additionally take place to remove the name. 

Please remember - I was told directly by a US Bank assumptions department employee that at the time I applied for this modification, the US Bank employees handling these accounts were themselves very misinformed about this brand new program and signed many people up under these false pretenses- this is not an individual case. When I was proposed this modification as a solution to remove my ex-wife’s name from the loan, the bank employees did indeed think that this was a viable solution. I thoroughly  fail to see how this is in any way my fault or how I could be held accountable when every call, every piece of information I submitted, and at every point along the way I was told that this was the proper process to remove her name. I literally was told by Amber ********** that many US Bank employees had given out this exact misinformation and that many people were now stuck in this rut.

Additionally, as the bank themselves stated and as shown by the letter I submitted in our last round of communication - just one of many, MANY letters, emails and calls stating that exact same intent- one of many letters that admittedly by the bank was received in my application process before anything was solidified - that very clearly stated my intent to remove her name from the loan first and foremost. In fact, I literally could not have been any clearer to the bank that my number one priority was the removal of her name.

I’m sorry, but the timeline of facts that US Bank used in both of their rebuttal responses were masterfully twisted and misleading. Unfortunately, much of this communication with US Bank took place over the phone and through email - but I do have more additional supporting documents with dates showing many other times I wrote in saying that I could not enter any agreement unless my ex-wife’s name was removed from the loan through this modification process. Through THIS process- not to lower my payment then two years later go through another additional process that I may or may not qualify for- through this process. I will state once again that this modification was presented to me initially as one of two ways to remove her name from the loan. I had no knowledge of this program prior, and I certainly would have done a traditional refinance had I known that this loan modification did not accomplish my main goal.

The timeline in fact was as follows: I was divorced, and called in to the bank to speak about options to remove my ex-wife’s name from my home loan- as part of my divorce decree, I would be allowed to keep my home if and only if her name was removed immediately. I was then presented two options to accomplish this- a traditional refinance and the HAMP modification that I am currently enrolled in. Since the HAMP modification gave me a significantly lower rate and I was ensured that this mod could remove her name from the loan- I applied for that. Though the entire application process, I was told that filling out my application paperwork a certain way would in fact remove her name from the loan - by submitting my divorce decree, a letter stating that I needed her name removed, and X’ing out the “co-borrower” sections, that her name would be removed from the loan. After a year and a half of application and finally an approval, we noticed that her name was still attached to the loan. At that time, I called in asking why, and was told that Amanda ***** - the US Bank employee who I had worked with the entire time, was misinformed on the program and that I would additionally have to apply for an assumption in order to remove the name. However, there was a one year wait period to apply for the assumption. A year went by and I called again to get my assumption, at which point I was told that the bank employee was again misinformed and that there was actually a TWO year wait to get the assumption. Another year went by, and I finally called in and got my assumption packet. I was denied the assumption on the grounds that my debt-to-income ratio did not support taking on the loan, even though by that time I had been paying the mortgage on my own for three years and change - which was supported by the bank and tax documents I submitted to apply. Through the next year, I spoke a lot with Amber ********** in the assumption department who informed me that it was actually “very difficult” to be granted an assumption- another detail that was left out after I was already enrolled in the modification and found out I had to do the assumption. And that leads me to today, with this series of complaints and yet another assumption packet I have not yet submitted as I cannot and will not be denied the assumption again after all of this foul play by the bank.

At this point, my ex wife has waited 5 patient years with her name and credit still attached to this mortgage, and she is not willing to wait any longer. I will lose the home if her name is not removed from the loan.

I have been put in this position because of the bank’s misinformation and malpractice over the last 5 years. Obviously the bank would prefer me to do the traditional refinance, as it makes them by far the most money giving me a much higher interest rate and collecting tens of thousands of additional dollars in new closing costs. I do not want a traditional refinance at this point. I want my current interest rate, and feel that I should not be forced into MORE closing costs or assumption fees because I was duped into this modification.  However, I am willing to take the assumption route if the BBB can help facilitate that I am 100% guaranteed to be granted the assumption this round. I have now been solely paying this mortgage for 5 years - 5 years of good payment history on the house on my own, which alone shows I am not a risk for them in any way. I have a higher income now, have improved my credit score, and will be remarried in September, increasing my household income greatly. There is absolutely zero reason why I should be denied this assumption, but I have not submitted the new application because if I am not granted it this time- I will be losing my home, and this will have to turn into a legal matter between myself and the bank. Additionally, in order to qualify for the HAMP Modification, I was told by US Bank that I had to be 3 payments behind, showing “financial hardship” - now, that is the biggest and one of the ONLY negative marks on my credit score - but it is a HUGE negative factor with the reports showing an entire year of 120+ days late payments (the year it took to be approved for this modification). Now, the bank cites my lower credit score as the other factor in denying me the assumption when their very own mark is one of the only derogatory marks on my credit - and certainly by far the worst offender. It is absolutely mind boggling to me that the very bank who did this to my credit will now deny my assumption because of it.

I have been misinformed and misled to a home loan that was not right for me, I was already denied the assumption once, and the only other option I have been given will cost me tens of thousands of dollars in closing costs and nearly double my current interest rate. I just paid these closing costs 5 years ago for this current modification and I refuse to pay them again just 5 years later because US Bank led me into the wrong modification.

Please at least help facilitate that I am absolutely undeniably granted this new assumption. This has gone on long enough- I have been dragged through the mud by US Bank for over 5 years now, and have gotten nowhere. I cannot afford new closing costs and I do not believe I should be forced into a traditional refinance. I have more than proven with over 5 years of good payment history that I should be granted this assumption. I am a good paying customer with over 5 years of individual good payment history who just wants to keep his house.

Thank you once again,

****** ********


4/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bank charging fradulant charges of interest on nothing charged. 0% balance transfer/ 11k , balance 5128, in 4 months. $60. Charge 1/16, paid 3700 since the charge. US bank keeps charging finance charges, nothing charged. I'm disputing.

Desired Settlement: 12.50 credit and other frad charges. You also charged me 25.fee for a duplicated charge, which the 1350. was in my bank, but I put it on another card. I can show proof of that. I want no interest charges on my account and maybe you will say the 12.50 is from the fradulant 25.00 charge. That would be even more fradulant. I promise to never use you in the future. My credit is immaculate and I chosed Cache- not you, they went bankrupt/ you bought them out, and you are not doing so good either scamming your own customers.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The $1350. Payment was a duplicate payment. One was accepted and the other was rejected. No accounts were closed, the other $1350. Payment went to another creditor, which I can prove the money was in that account, as soon as I noticed the duplicate payment that your system failed to detect.  I received the $25.00 fee for the returned duicate payment and I am okay with that, but now you charged back the $1350. And you are charging me interest as if it was a consumer charge. Your interest rate on a charge is not applicable. This is not a legitimate charge. I can not believe on how you are handling a $12.50 fradulant charge by trying to make sense of this.  I will not accept your response and I want a credit of $12.50.

To Clarify:

US Bank duplicate payment did not go through.

US Bank charged back $1350. With $25. Return fee ( okay with that- your technology is not equipped to detect duplicate mistakes like other creditors, but fine my mistake, I have paid the fee)

Now US bank is charging me Interest on the $1350. Charge back. This charge that is not a legitimate charge of purchase.

Sincerely,

******* ************

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/4/2016 Problems with Product/Service
4/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a victim of FRAUD that was done on my checking account. I have a checking account with US bank for over 10 years. My acct# is ************. I woke up on 02/01/2016 and checked my bank acct and saw that there were some ATM withdrawals done that early morning while We were home sleeping. The withdrawals were done in every half hour from different non US Bank ATms which was charged extra fees. I contacted my bank right away explaining them the situation. After they checked in the system they notified me that the ATm withdrawals were done with my husband's ATM card. We are a joint accountholders on this checking account. His name is ***** ********* and he was home with me throughout the night and we were in possession of his ATM Card. The banker cancelled the card and told me they will issue provisional credit until this matter/investigation is solved. It took them exactly 20 days to be able to refund my provisional credit.( other banks take care of issues like this in less than 48 hrs) I have 3 kids to feed and bills to pay, however they wouldn't do anything to make it a faster process. On March 15th morning I checked my account and I see that the $706.00 was withdrew from my account without any kind of common courtesy notice to me ( a client of 10+ years) I had to get on the phone again to find out what happened? I spoke to claim processor who informed me that the claim has been denied because they have pictures and films that matches a description of my husband who had a deposit into the account back in December. I completely disagree with their decision and I think I do have the right to appeal and see the picture and film to take legal action. Every single person has called me accusing me of filing a false claim. I asked them to escalate me to their executive office and all I get is They don't have a number or an email available and the only way is that they will file a complain on my behalf without me seeing or having any proof. I waited and someone calls me claiming he is calling from the executive office to talk to me about the claim and hung up on me twice without finishing the conversation for me to understand what is my next step. All he says like a robot is we have denied your claim. I can not locate the call because it is from a blocked number. This bank is a JOKE!! Extremely unprofessional, no common courtesy of customer service. I need to get to the bottom of this. I did not file a false claim and I will hire an attorney to sue them if I have to just to proof my honesty and how rude and unprofessional they are. I have no money. I asked them why they withdrew the money without even notifying me of denied case, the representative told me they have mailed me something on Mach 8 and it not their problem I never got it. I am extremely offended and upset.

Desired Settlement: I want my $706.00 back into my account and I want them to very carefully investigate their poor surveillance photos and films before they accuse innocent people filling a false claim and taking my money away like that.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response:  I am rejecting this response because:

I am faxing them a report from Law enforcement  per their request to request the films and/or photos that they have available. I need to view them and decide on the next step.

4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a payment arrangement with the bank and was not able to make the full Feb payment the mortgage assistance rep set up a payment for my regular monthly payment of 1585.36. It was not accepted and will be returned after the 15th because they said my bank can return it. They will not call the bank to verify the amount has been deducted and will not apply to my account. I did not know this was happening until I got a call. On March 1 I checked my account and saw it was applied and then reversed on the 2nd and a call on the 3rd.

Desired Settlement: DesiredSettlementID: Other (requires explanation) This week by overnight mail so I can put the money towards a repayment of a 401K loan and then be able to repay the past due to the bank

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The error on the part of the bank employee is not being addressed and attempts to resolve are being met with problems. Martha ****** told me the new application I sent in after being instructed by the letter was told it was not being accepted because the file was not closed out nor was she any assitance and accused me of being rude when I explained I followed the instructions of the letter and she said I needed a new point of contac I asked to speak with her supervisor and she replied it would not make a differance. This is my home which I am trying to save and not getting any cooperation from the bank to resolve

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

4/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Credit score affected/Loss time at work/Return check and late fees/The Stress and time of speaking to rude customer service associates I purchased a 2015 Nissan Altima on 9/24/2015 from a dealership in Ardmore, OK with the finance company being through US Bank. The interest rate was 2.95% and amt financed $24,433.00 for 75 months. My first payment of $357.53 was paid on 11/09/2015 (On Time). Unfortunately, I hit a deer on 11/23/2015 and totaled the new car. Hitting the deer was not the nightmare...the nightmare started while dealing with US Bank to process checks from Geico and my GAP insurance. Geico sent a check on 12/23/2015 to US Bank and on 1/13/2016 the payment still had not been posted to my account. Therefore, Geico was afraid that US Bank lost the check and did a stop payment on that check. Geico later overnighted a check which was received in the banks mail room on 1/26/2016, but did not post to my account until 2/16/2016. GAP insurance and the dealerships extended warranty refund could not take place until the insurance check had posted to my bank account. The GAP was sent 0n 2/10 and posted on 2/26 and the refund was sent on 2/26 and posted to account on 3/14. I paid four late fees ($24x4=$96) and a $25 return check fee for a total of $121. During all this time they had been harassing me via phone calls and turned 2 negative reports to all credit bureaus. Because they bank could not process the payments in a reasonable time. I spoke with Kayla on 2/15/2016 and she advised that everything would be back dated to the time of loss and all fees would be waived, but that did not happen. I spoke with Ryan 3/16/2016 and he advised that they would not waive any fees and I should have been making my payments and was still harassing me. I paid $121.57 on 3/16/2016 to get my account to $0.00. The total loss department had very rude customer associates. Also, who ever processes these checks needs to do it in a more acceptable time frame. I paid my account off today (3/16/2016) and it said it would be posted online within 2 days. Why can they not process insurance and GAP payments that fast? This entire process was HORRIBLE and I feel for anyone that has this awful experience happen to them and then mess with the total loss department and the bank in general.

Desired Settlement: I am requesting them to remove all credit reports given to the credit bureaus. Also, request the refund of $121.00 for the return check fee and the four $24 late fees added to my account.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank Las Vegas branch refuses to close my deceased father's account and send me his funds as his listed beneficiary. Last January my father, passed away and I contacted US Bank customer representative to close his accounts. Since I live in Virginia and there isn't a US Bank in the state, their customer service requested that I work with my father's branch office in Las Vegas to close his account. I was provided a telephone number, (702) ********, and asked to speak to Mr. Raffi *****, the Senior Manager at the **** **** ********** BLVD branch. At first things went well and he asked me to call him back in a week so that he can speak to his Operation Manager and get the procedure on what I need to do to close my father's accounts and send his funds as I am listed as his beneficiary. I called him back and he requested that I send him my father's death certificate and two pieces on identification. The next day I went to UPS and sent him my father's death certificate and THREE copies of my photo identification. When I didn't get a response after it was delivered, I called the bank and they told me that they didn't have it and until I informed them that UPS has told me that it was in fact delivered and signed for, did they then tell me that Mr. ***** is on vacation. So I waited another week. I called back to Mr. ***** later that week and he told me that I would have to wait 45 days from the date of my father's death to close the accounts and release the funds to me. After the 45 day wait, I called him back the next day and he then told me that he can close my father's savings account but not his checking account since Social Security deposited his check and would take this money back in a few days. Understanding this, I agreed thinking that the matter is finally settled. It wasn't. Almost two weeks later, I called back and he then told me that the matter with Social Security is finished and he can close both accounts and send me a check. So I waited again for almost two weeks and called him again about the delay. He then claimed that he didn't have my information, information that I provided him in a letter accompanying my father's death certificate. Mr. ***** then told me he would immediately close the accounts and send a check overnight. This was last Thursday and I still don't have the check. I'm at my wits end here. I'm trying to pay for my father's bills and funeral costs. This is all coming out of pocket since I can't rely on Mr. ***** to call me with an update on the situation. Not once has he called me and updated me on what was needed or what was happening. This is my last alternative to try and resolve a situation created by your Senior Manager. Please help me get this resolved as soon as possible. Thank you.

Desired Settlement: The total amount from my father's saving and checking account mailed to me.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This regards a missing deposit from an ATM that shut down mid transaction and the subsequent handling of the issue. On November 11th, I deposited $672 into a skyway USBank ATM at *** ** *** *** Minneapolis, MN. The ATM accepted all the checks and then abruptly shut down without completing the transaction. I waited for 20 minutes and called customer service. I was assured that a dispute would be filed on my behalf. I called about 45 days later to check on the dispute and was told that it can take 60-90 days. I called again in January and they could not find the dispute so I re-filed. I just called today 3/21/16 and they said they would call back in about 45 minutes. This money is for the Ranger Girls Soccer Club and represents a large amount of their annual donations. I can provide the checking account number if necessary. Another note of interest - I deposited the cash in the ATM next to this one on the same day and everything went through just fine.

Desired Settlement: The non-profit wants their $672 from deposited checks.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Visa account is in my mother's name, ******** ** ******. She died 7/31/15. Prior to death, I was her POA. After death, I am named Executor in her Will however I did not probate the will as Executor since the estate was so small. I am trying to cancel this credit card. I have called and mailed information requested. Then I faxed the death certificate and POA on 2/5/16 to the numbers provided by customer service. I called today 2/24/16, and they still will not cancel the card. The "deceased dept." says they have all the info they need and transfers me to customer service. CR says "they can not do anything" and "my mother needs to speak to them on the line." (Mind you, she is dead!!!)The account has a $19.99 charge from December 2015 and now they are adding late fees to this account.Product_Or_Service: I did not purchase anything nor did my mother

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)I want the charges removed and the account closed. Please.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Complaint filed via phone call from Consumer 3/9/2016 by MH.

Consumer wrote a check Sept 26, 2014 for $100.00 to ITT Technical Institute. Check was not cashed until March 9, 2016, well outside the 180-day limit. Check did not overdraw consumer's account, but will make it difficult for him to write and cover other checks.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund of the $100.00

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As of 17 March 2017 I not recived any response US Bank.

Business Response: (McIntyre resp BBB)

3/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank misleads customers with their mobile app and online banking portal by showing the customer a different accounting than their internal one. US Bank has fraudulently taken four $36 overdraft charges from my account, which was not overdrawn. They change the order of transactions to square with their cooking of the books. They have disabled screenshots on their mobile app, so you can't prove what information it was providing (unless you take a picture of it with another phone like I did). I have also printed out the past 2 days accounting from their online banking website, and have irrefutable evidence that I was NOT overdrawn. Despite this, the La Jolla branch manager, Lowell ***, REFUSES to make it right and refund my money. They have since added THREE MORE $36 charges! The abuses that are detailed on http://usbankoverdraftsettlement.com still appear to be common practice. Since I am not part of that class-action lawsuit (Checking Account Overdraft Litigation, No. 1:09-md-2036-JLK) I am beginning my complaint process HERE, in hopes that I will not have to file a NEW lawsuit.

Desired Settlement: I demand that every penny of these fraudulent $252 in bogus overdraft charges be returned to me immediately. In addition, I am to be paid a fee of $35 for every one of these charges that they took out, for a total of $245 in fraudulent charge fees, (I will charge $1 less per occurrence than US Bank does, as I am not a monster)for a total of $497. I also demand that NO NEGATIVE CREDIT REPORTING/Chex Systems/TeleCheck reports occur as a result of this, that my account balance be refunded to me, and the account closed in good standing.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: US Bank continues to lie in its response, and in a galling and infuriating manner. I am very tired of the same old BS about "Available Balance" and "Account Balance", being talked down to as if I'm some sort of dull child. I am WELL AWARE of the difference, that is where US Bank's argument falls apart. My available balance reflected adequate funds to cover everything I had submitted. This is where they try to confuse the issue, but the printout doesn't lie, and they are using deceptive practices to steal money from me. I will not tolerate it, and their unmitigated NERVE to request that I deposit MORE money into their criminal enterprise is laughable at best. I will give US Bank ONE more opportunity to return the stolen funds before I file a complaint with the FTC and move forward with my lawsuit.

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Tell us why here...

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint about online instant transfer with Us Bank. To whom is concerned, On February 18, 2016 my son sent me instant money transfer on my checking account. We both bank with the US Bank. The same day I received a message on my phone from US Bank that the money was sent to me. And also I received a message from my son with a picture that they withdrew the money from his account. I waited 3 days and then I called the bank to see where the money is and they told me they cant help me because they do not have that in their system. The next day I went to the Us Bank branch and talked with the banker and she called online customer service and she told me on February the 20th they changed something in their system and I should get that money in another 3 days. What i didnt understand is if they changed something they should let us know but they did not mention anything. She said that she sees that she sent the money but with those changes that's how that works. I waited for another three days and called them back but they couldn't help me. I went to the bank again and talked to the banker and told them they "do not deal with online banking" I was surprised because that's a service provided under Us Bank. The next day, I called online banking customer service ************. I talked with a lady that was so rude and the only reason Im saying that is because when I asked her to repeat the question because I couldn't hear her well she started yelling on the phone and I asked to speak with her supervisor. After 15 minutes waiting, she connected me again to Us Bank branch instead of help desk so I can file a complaint against her. Because the Us Bank has nothing to do with online banking just the help desk that she did not want to connect me with. After talking to the branch lady I asked her to connect me again to the online customer service and she did. I talked with a man and he told me that I need to have a code to confirm the transfer and that is the only way the money will be on my account. After so many times trying finally they sent me the confirmation code that I entered and then I called them to let them know that it went through and they told me the money should be on my account in two days. Until today, the money is still not on my account and I made a couple of calls to customer service but there is no such help and I now I am asking you to help resolve this situation . Thank you so much for your help and understanding.

Desired Settlement: Refund with interest for all my trouble trying to resolve this.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Frst i do have my phone in file second of all how they send me the message on my phone about money that is sent to me.It's over a month how they took money from my son account if they change the date they should inform him or me because we have online banking,and I didn't have any problem sending him money.what is bothering me when I called online banking every person gave me different story. Thanks

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to check the available balance of my bank account. I was shocked when I saw that my balance was -$56.52. This was due to the fact that I was charged 3 separate overdraft fees. When I called (03/28/16, 5:46 PM) to inquire as to why my account was being charged so many overdraft fees, I was informed that my account was overdrafted on 3 separate occasions. I informed the representative that that was incorrect, I keep a very close eye on my account. I know exactly which transaction should have sent my account into the negative and by exactly how much. fter going back and forth with the woman for about 10 minutes, she informs me that my account had actually been charged twice. At which point she promptly pretended she couldn't hear me and hung up the phone. I then called their customer service line again (03/28/16, 5:58 PM), when I finally speak to a representative, I tell him that I had just been on the phone with one of their employees and explained that my account had been charged twice. He then tells me that I'm lying and my account was not charged twice. At this point I'm highly frustrated and just want someone to actually help. I have left a voicemail with their customer service manager.

Desired Settlement: I would just like to pay for the fee that I actually inquired. I recognize that I should have one overdraft fee and I have no problem paying that.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** **************

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged THREE overdraft fees when I had 1,200 in the bank. I called, got terrible customer service, went in, he screamed at me to close my acct. March 3, 2016 had $35 left in the bank. Got paid 3/4. I was THEN charged THREE $38 overdraft fees when I had $1200 in the bank! I called and spoke with 3 different people, all which spoke to me rudely and in a condescending tone. I printed out my bank statement and took it into a branch located off of 35th Avenue and Bell in Phoenix, AZ. The teller went on to speak rudely to me, basically called me a brat and said,"then close your account then! I can do it now!" In a rude & loud tone. I am in a high risk pregnancy, and all he did was raise my blood pressure with how rude and out of line he was being. I am switching banks and closing out my account tomorrow. His name on the print out was *******.

Desired Settlement: I want my $108 back that was wrongfully taken out, and all of the rude behavior I received from US Bank employees. I will be telling all of my friends and family to avoid this establishment.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I had $30 left in the bank when my direct deposit hit. On 3/3/16, my balance was $30.61. It did NOT SAY I was in the negative! You need to match what WE the customers see vs what YOU GUYS see before you wrongfully charge and take money! I attached PDF file and left you a note on there as well. You guys are robbing your customers and claiming all of this stuff is coming through when on our end, it shows we still have money in the account. Once my direct deposit switches over to my new bank, I will be cancelling you guys. I will also alert all of my friends and family to not do business with you. (*****************.pdf)

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. (Long resp BBB.pdf)

Business Response:

U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers’ questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.


3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb. 13 I attempted to open a savings account and in the process was informed of a previous charge-off from US Bank on August 21, 2014 in the amount of $276. I was never contacted by the bank about this, and was not given the opportunity to inquire as to the cause and/or pay the charges. It has not been reported to the credit reporting bureaus so I have no way to dispute. It is held within some kind of banking system only. I was given an 800 number to call for more information but they have not returned my call and the system now states the message center is full and not taking any further messages at which point it then disconnects the call. I tried calling the branch where the account was opened and left a message for the assistant manager two weeks ago, with no response. Product_Or_Service: checking account

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need the opportunity to understand the cause of the charges and be able to dispute or pay as appropriate.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lost my mom on Nov 28 2015. She banked at US bank for as long as I can remember and also had an IRA with them and I was listed beneficiary. When I went into the Bank with her death certificate I was told on two separate visits and two different bankers I was not listed and there wasn't one. They told me I needed to go thru probate court. So I had to hire a lawyer go thru the emotional stress. After receiving the court papers I went into US bank and they made a call and it turns out I was the beneficiary all along and all I needed was the death certificate. So now I have lawyer fees that turns out I didn't need. I called the bank manager and asked them to pay the legal fees as it was their mistake. They just said sorry they won't do that. I strongly feel I should not have to pay for their bankers not knowing how to do their job correctly. I understand people make mistakes but this is not acceptable to me. I only think its fair for them to pay my lawyer fees as I had to go through a lot of extra wasted time, money, and unnecessary stress for their mistake.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Pay my legal fees!!

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Terrible customer service. Also did not delete bank info off my account after telling customer service agent to remove it on two separate cases transfered me at least 5 times everytime i called. did not delete bank info off my account after telling customer service agent to remove it on two separate cases

Desired Settlement: refund of credit charges

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unfair collection policies Unfair restriction of credit card I am just disguated with US bank credit card policies. I explained to them that I was having financial difficulties making my payments on time. 3 people in my family passed away and none of them had life insurance. We thought it was over when my uncle passed. Then when my aunt passed, we found out she had no life insurance either. To make it worst when my uncle passed he had no life insurance either. This left me and my family financially strapped for cash. We had to dip into savings and all to help cover the expenses. I was not aware there was some ridiculous policy regarding the account saying that the account will be permanently restricted after 90 days of no payments. The funny thing is that not that the account had no payments, it was not the ridiculous amount that the bank wanted. I literally got lectured on many occasions by rude people telling me that even though the card would be under the credit limit that because it was not the minimum due which included all these late fees they charged that it is still considered late. I argued about that policy. IT makes no sense. Worst is that someone recently argued with me on the phone to the tune the my blood pressure was so high I was admitted to the hospital. Come to find out that all the stress and aggravation made it so high. Neverthless, the bank needs to change that policy and be mindful of everyones situation. Everyone is not rich. Every single person has at aome point have a unforeseen event that caused financial duress on a person. People need to put themselves in my shoes and see what i am going though instead of damaging my credit further and not letting me use the card and worst, still forcing me to pay the balance.

Desired Settlement: I would like the bank to give me back use of my card when I pay it under the limit. I will not accept that once a card is restricted it is like that permanently. I know it can be re opened because if it could not the card would have been charged off which it is not. They need to be fair. I did not purposely not pay the bill. I was financially unable to. I even had to over draw my retail bank accounts many times to help offset other expenses. I mean this is too much for one person to go through and now I am here stressing about my credit. IT is not fair to me. I want the use of my card again.

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Dad bought a $100 Visa Gift Card for my son for his birthday. When my husband and I tried to use to card it had already been used before. It only had $19.10 balance. We had never opened the card before so this was upsetting. When I tried to collect my funds through Visa's customer service I was given lots of conflicting information on how to re-collect our funds and the being issued a new card. The process was purposefully misleading and my phone call was never returned. It is now more than 6 weeks after filing my original dispute request and I still have to provide more information etc etc. I believe this company has unethical business practices and purposefully sells cards that are compromised and make it very difficult for the consumer to be given refunds. Even if the consumer provides all information requested they still make it very difficult. Product_Or_Service: Gift card

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to be issued a refund for all money that was lost. Thank you

Business Response: U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/24/2016 Problems with Product/Service
3/24/2016 Advertising/Sales Issues
3/24/2016 Advertising/Sales Issues
3/24/2016 Billing/Collection Issues
3/24/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a notice in the mail that my interest rate on my credit card with US Bank is going to increase from 12.24%to 17.24%. I have always paid monthly paymentson time if not ahead of time. This increase is unreasonable and unjustified.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my interest rate to remain the same.

Business Response: Initial Business Response /* (1000, 5, 2016/03/14) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/22/2016 Advertising/Sales Issues
3/21/2016 Problems with Product/Service
3/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charged undisclosed fees and told after. Charged undisclosed fees and told after.

Desired Settlement: 30.00 for the fees incurred.

Business Response: Initial Business Response /* (1000, 5, 2016/03/08) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/18/2016 Problems with Product/Service
3/18/2016 Advertising/Sales Issues
3/17/2016 Problems with Product/Service
3/16/2016 Advertising/Sales Issues
3/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US BANK DID NOT DO THEIR JOBS CORRECTLY AT ALL. THEY ALLOWED ME TO OPEN A SECOND CHECKING ACCOUNT KNOWING FULL WELL THAT MY ACCOUNT WAS OVER DRAWN. THEY ALLOWED ME TO OPEN A CHECKING ACCOUNT WITH THE INITAL $25 BUCKS CASH THEN I GOT A LOAN FOR $1,000 TO PAY MY RENT AND THEN THE DAY AFTER I PAID MY RENT ON JANUARY 12 THEY SHUT IT DOWN WITH OUT ANY NOTIFICATION AT ALL. I AM OUT THAT MONEY AND I HAVE RECEIPTS FROM THEM DEPOSITING THAT MONEY. THEY KNEW MY ORIGINAL ACCOUNT HAD GONE THROUGH A SCAM AND BECAUSE THEY WERE GREEDY AND WANTED TO GET THEIR MONEY FROM THE SCAMMERS THEY CHOOSE TO TAKE MINE INSTEAD AND STILL SAY THAT I OWE THEM 47.87 SENT MY ACCOUNT TO CHEX SYSTEMS. THEY HAVE NOT HAD REALLY ANY CONTACT WITH ME THROUGH OUT THIS MESS AT ALL I HAVE CONTACTED THEM NUMEROUS TIMES TO FIGURE STUFF OUT I EVEN WENT TO THE GENERAL ATTORNEY IN PIERRE FOR HELP THEY WEREN'T ABLE TO GET ANYWHERE I FEEL WHAT THEY DID IS WRONG AND THEY SHOULD BE HELD ACCOUNTABLE FOR IT.

Desired Settlement: I WANT MY MONEY BACK AND I WANT TO BE COMPENSATED FOR MY LOSES OF THE CHECKS THAT I WILL NEVER GET TO USE THE OVER DRAFTS AND LATE FEES I WAS CHARGED BECAUSE OF THE SCAM. THEY HAVE NOT USED GOOD CUSTOMER SERVICE AT ALL THEY TOLD ME IT WAS NOT US BANKS'S JOB TO PROTECT MY MONEY IT IS MY JOB TO. THEY DID NOT CONTACT ME WHEN THE SCAM WENT DOWN LIKE THEY SAID THEY DID AND I CONTACTED THEM WHEN I NOTICED IT. I HAVE TRIED TO WORK WITH THEM CIVALY AND NOW I HAVE HAD IT. I REALIZE THEY HAVE RULES AND REGULATIONS TO FOLLOW AS A BANK BUT THEY DIDN'T FOLLOW THEM.

Business Response: Initial Business Response /* (1000, 5, 2016/03/10) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Ms. ***** also sent her complaint to us directly. Attached is our response. Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's not a response at all how am I supposed to accept it when they didn't say anything other than they will mail me something big whoop. Even when we had them on the phone for over an hour they said nothing the customer service stunk. The lady was rude to me and to Jody Swanson the attorney general for South Dakota they didn't even answer my simple question as to why they allowed me to open a second account when the first one wasn't even closed and I had fraud looking into it and they are supposed to close it right away. Final Business Response /* (4000, 9, 2016/03/16) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

3/15/2016 Advertising/Sales Issues
3/15/2016 Advertising/Sales Issues
3/15/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
3/14/2016 Advertising/Sales Issues
3/14/2016 Advertising/Sales Issues
3/14/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
3/14/2016 Guarantee/Warranty Issues
3/14/2016 Advertising/Sales Issues
3/14/2016 Advertising/Sales Issues
3/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My replacement card was returned to US Bank and because of this my account was closed. US Bank asked me to request it reopened, they failed to reopen I contacted US Bank initially in early November 20015 to make a payment. I was then informed my account was in the process of being closed as of 11/03/2015 at 10:07 Central Standard time. I since have made multiple attempts to correct this discrepancy, but I have yet to be provided a resolution. I was given a fax numbers to send a letter to asking for my account to be reinstated. US Bank has not helped me resolve this problem and this is now affecting my credit history. If I do not receive a response to this request consider this a letter of intent to sue US Bank for damages to my credit and punitive damages to myself.

Desired Settlement: I am asking for my account to be reinstated as soon as possible or I will soon seek legal action.

Business Response: Initial Business Response /* (1000, 5, 2016/03/04) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/03/14) */ The consumer indicated that he/she ACCEPTED the business response

3/11/2016 Advertising/Sales Issues
3/11/2016 Billing/Collection Issues
3/11/2016 Problems with Product/Service
3/8/2016 Problems with Product/Service
3/8/2016 Problems with Product/Service
3/8/2016 Advertising/Sales Issues
3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Applied for a personal loan was cotacted by David ****** senior loan officer that I was approved was requested to send them $258 for payment protection sent it on Feb.10th was told loan would be deposited into my account then was told on Weds the 9th funds could not be deposited but had to be sent via western union if I sent them another $345 which I refused then they said as good faith they would deposit $1200 via check on Fri 12thwhich they did but my bank (Wells Fargo)discovered the check was counterfeit which in turn closed my account after over 30 years with bankwhen I talked to David ****** he didn't apolgized he tried to get me to send him the 345 dollars for the loan to be sent by western I told him I did not wish to do business with his company and asked for my 258 dollars to be sent back to me via western union or I would report his company to the proper authorities. with this company sending clients bad checks I will not send them one penny more.heres the name and info on the counterfeit ********** ********** ***** ******* **** Ca.XXXXXDrawn onBank of *********** ***** park ************ ******** XXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want your department and maybe your local attorney general to determined if this companies legit or if fraud is involved and my $258 dollars sent back to me via western union also as I mentioned to David ****** I never signed any documents for loan

Business Response: Initial Business Response /* (1000, 5, 2016/02/26) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Please allow time to receive the mailed response.

3/7/2016 Billing/Collection Issues
3/7/2016 Problems with Product/Service
3/3/2016 Guarantee/Warranty Issues
3/2/2016 Problems with Product/Service
3/2/2016 Problems with Product/Service
3/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I recently closed a credit card with Elan. Before closing the account, I asked if I had any credits on the account and I was told "no." So I closed the account. That didn't ring true, so I started doing a little research. I added up over 7500 reward points. I called Elan back, and I was informed I could not redeem the points because the account the closed. I spoke with a manager, and this person started an investigation on their end. I received a call about 10 days later stating that I said "credits" and not "points" during the conversation. Furthermore, I would not receive anything because the account had been closed. I always used my reward points as credits on my account, so aren't they the same thing?

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a check in the dollar equivalent of my points, or my account reopened with a credit in the equivalent of my points.

Business Response: Initial Business Response /* (1000, 5, 2016/02/29) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company responded with a letter date 2/29/16, stating that they would remit a check in the dollar equivalent to the reward points. This matter has resolved to satisfaction. Thank you for your help!

2/29/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I deposited my paycheck into the ATM and the ATM ate my paycheck and no money was credited to my account. On Thursday February 4th, 2016 I stopped at the US Bank in Duluth (Kenwood branch), MN (after business hours). I went to the ATM as I do everytime I get paid and deposited my paycheck of $88.85. This time when I deposited the check the ATM machine ate my paycheck without crediting any money to my account. Feeling frustrated because that is the only money I had to my name. I called US Bank customer service right away and talked to a woman for about 45 mins. She called the ATM customer service representative and told her that the money will be in my account the next day (FEB. 5TH, 2016) and that there was nothing they could do right away. I was fine with that. The next day on Feb. 5th 2016 around 3:30P.M. the money was not in my account and I hadn't heard anything from US Bank. I called the customer service number again to see what was going on. She called the Kenwood Branch in Duluth, MN and asked them what was going on. The customer service representative talked to Becky ****, one of the bankers at the branch. I was then informed that there was nothing they could about the money being credited to my account and it was going to take up to 10 business days. This was unacceptable with me. I had not eaten anything since the night before. I had no money to get gas for work and I had two bills being payed with auto pay. Feeling hopeless I called Becky **** at the Kenwood branch. I asked Becky if there was a one time courtesy for this happening and credit me a $35.00 overdraft fee that I previously had. I just wanted something so I could have some money to live off for the next couple of days. Becky was very rude to me and said "There is nothing we can do at this time and slammed the phone down hanging up one me. I called US bank back and confirmed that I was talking to Becky **** and told the guy on the phone she was unprofessional, rude and that I would be turning this branch into the BBB. It is now Monday February 8th, 2016 and there is no money in my account and my balance is $-62.51 because of this.

Desired Settlement: I for sure want the two overdraft fees reimbursed from my two bills that came through making my account negative on Monday Feb. 8th, 2016. I also would like a couple of my overdraft fees reimbursed from a month or so ago for having to deal with all of this. Very stressful and I have been a loyal banker. The overdraft fees from before were due to bad information from this same branch. I would go to another branch but I was told this is the branch I have to keep going to because I signed up for my account at Kenwood Branch. Thank you!

Business Response: Initial Business Response /* (1000, 5, 2016/02/18) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Please allow time to receive the mailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */ The consumer indicated that he/she ACCEPTED the business response.

2/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Late payment charges when the agreed upon payment has been received by the due date. We got being on our mortgage payment. We agreed to a repayment plan and have been paying that since Dec. 1st on time. In November we sent the bank 2 payments that they returned to us. They then turn around and have been charging us over $300 dollars in late fees since December after refusing previous payments. They told me the late fees are since even though we are paying them each month that the way the payments are applied going to the current month due and remainder to the October and November payments that they are charging a late fee since those are still outstanding. I believe this is a shady practice to take more money from me.

Desired Settlement: I believe I should be reimbursed for the double application of late fees when they are in fact receiving money for these payments and in fact refused 2 payments I sent and then charges me a late fee for those months!

Business Response: Initial Business Response /* (1000, 5, 2016/02/18) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */ The consumer indicated that he/she ACCEPTED the business response.

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been communicating with various customer service reps for over 9 weeks now trying to get info about a mortgage I had in the past with US Bank. I need to find out how much the principal balance was on a mortgage I had with US Bank back in May of 2008 in order to finalize my divorce. I have been talking with various customer service reps and have received incorrect fax numbers and email addresses to send my written request to. I did receive a couple of emails back from the customer service research department (************************@usbank.com), but they basically said they needed the account number on the mortgage, even though I gave them my ss# and other personal identifiable info. I went to the town clerk's office and think I found the loan number. It's been over two weeks since I sent that last email and I haven't heard anything yet. I've resent the same email a couple of times since I hadn't heard any response whatsoever and have not heard anything. I need the info to figure out how much equity in the property my ex is entitled to as I owned the house for four years before we got married so I know he's not entitled to half of the equity. I feel like I'm getting the run around with this bank and I'm being ignored and passed off. I told them I don't mind paying a fee if it is necessary; I just need the information.

Desired Settlement: I am just requesting them to look into their archives and pull up the information that I need as described above so that I can finalize my divorce. I'd appreciate if they could send me any and all records they have of my mortgage with them so that I can figure out what the principal balance was on it in May of 2008. If they require a fee I will pay it if need be although I don't feel I should have to since I've been dealing with this for over 9 weeks now.

Business Response: Initial Business Response /* (1000, 6, 2016/02/12) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

2/23/2016 Problems with Product/Service
2/23/2016 Advertising/Sales Issues
2/22/2016 Problems with Product/Service
2/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An inaccurate delinquency was reported to the Credit Bureaus after no notices were sent and no phone call attempts were made. In November 2013, my husband ****** ***** (Active Duty USN), called to set up a reoccurring payments out of his Navy Federal Account. The payment account information was given and payments were supposed to be scheduled for the 1st & 15th of each month. In February 2014, I received a phone call from an 800 number stating that my account was in collections due to being 90 days past due, I had received NO notice, phone call ANYTHING. I had not been receiving my regular statements for some time and had tried multiple times to verify and fix my billing address problems. Within 1 week of receiving this phone call I made a payment for over $1,000 to bring the account current and out of collections. I disputed this issue, for inaccuracy once the account was showing as current. My credit limit was dropped to the exact balance once sent to collections, after I made the large payment it was dropped a second time within 30 days to the balance again, ruining my debt to credit ratio and dropping my credit score from a 740+ to the 580 range. On June 3rd, 2014, after calling multiple times and trying to get a resolution I sent a Dispute letter via mail to the CB Dispute address and sent a copy via fax, I received no response. I tried calling 30, 60, 90 days after letter was sent, no answers other than to wait and expect a response via mail. On January 8th, 2016 I spoke with a supervisor in the Card Member Service dept named Mike, that reviewed my account and told me that on September 3rd, 2014 there was a note placed on my account labeled "Credit Bureau Update" that stated, remove delinquencies pertaining to January notes. This was the first confirmation I received that my letter was received from 2014. I have filed disputes with TransUnion, resulting in U.S. Bank declining to remove delinquencies. I have received terrible customer service through this process, with no U.S. Bank employee willing to help explain or assist in guiding me to the path for a resolution. My credit has continued to suffer, due to the debt to credit ratio dropping, other credit card accounts I have unwilling to give any limit increases even though my accounts have always been paid early or on time due to this delinquency reflection, and U.S. Bank has never corresponded in writing to avoid "liability".

Desired Settlement: A written confirmation of the bank fault and the removal of the Feb 2014 delinquency off of my credit report. The credit limit restored to the original limit prior to the inaccurate delinquency. A written apology for the 2 years of time I have spent communicating and requesting help but received nothing.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (3000, 7, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the response, it is stated that Trans Union is the only bureau reflecting the delinquency inaccurately, however this is not the case. The full credit reports I processed at the beginning of January 2016 reflected the delinquencies. In my original complaint I also stated that I had sent U.S. Bank another dispute letter about this issue on January 10th disputing these delinquencies. I received 2 response letters via mail that are the same, one dated 1/29/2016 and another dated 2/5/2016- the same date that the response to the Better Business Bureau was written, stating that after reviewing the inquiries they were accurate and no changes would be made at this time. This is the opposite response they have given in regards to this complaint. I have attached these letters for review. U.S. Bank needs to clarify that these delinquencies have been removed from all 3 credit bureaus, and the letters I received were incorrect. In regards to the credit limit increase, the limit needs to be restored to the original amount, prior to the inaccurate reporting to the credit bureau. U.S. Bank does not need to put another inquiry on my report to restore it back to the original amount . The limit was dropped 2 times in 30 days after the inaccurate delinquency reporting were send to the credit bureau. To resolve this issue, in addition to my original desired resolution, I am requesting all late fees removed that were associated with these delinquencies as well as the interest refunded that was charged at the time of the delinquencies. Final Business Response /* (4000, 9, 2016/02/19) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Final Consumer Response /* (3000, 11, 2016/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The delinquencies that are being removed from my report are due to "bank error", and the reason the credit limit was dropped from the original approved amount was due to this "bank error". I am requesting the limit be reinstated to the original credit limit. I will not approve the RE-PULLING of my credit report after, to place a hard hit on my score just to fix what was caused by bank error. The information provided in the response on 2/19/2016 in regards to the refund of late fees and interest charges in unacceptable. ALL of this was caused by BANK ERROR and should be refunded as such, if U.S. Bank had requested the delinquencies be removed from all 3 bureaus, it does not make since as to why all 3 SEPARATE bureaus would fail to do so. I have spoken to all 3 bureaus numerous times, and filed disputes with each individually over the last year, all of which have responded stating that U.S. Bank confirmed the delinquencies are accurate. I do not appreciate the unemphatic lies that U.S. Bank is responding with and the lack of willingness to reconcile.

2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was sent a letter from my US Bank payments saying that i was entitled to a refund of 327.39. Instead I got a check for 87.39. the rest was credited. Was sent a letter from US Banks Payment Administrator PO box 2304 Faribault, MN. the letter stated that I was entitled a refund of 327.39. They sent me a check for 87.39 and 240.00 was credited to my account after my house has been foreclosed. When I asked about guidelines and procedures. I was told that they didn't have any. They told me that it was beneficial to me and that is what i was told. I spoke to Yolanda to call administration to ask for guidelines and she was told they didn't have any. That is false advertisement an failure to follow proper procedures. If a letter states that I am entitled a certain amount. I should get that amount or be told what they are doing with my account.

Desired Settlement: Would like that rest of my refund back and to receive a copy of the guidelines they follow or regulations.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (3000, 12, 2016/02/18) */ Per phone call with the consumer: "the house was supposed to be set up for short sale and the person at US Bank couldn't let us know why our house wasn't set up for a short sale. We had 3 people interested in buying the house and US Bank sold it anyway. We had people willing to put in an offer on this house and US Bank sold it out from under us. US Bank has not let us know exactly where the $240 went and they're citing "business expenses" but won't tell us what the expenses were. We had to send them the paper work for a short sale over 7 different times. We have consulted a lawyer who encouraged us to file a BBB complaint. We had to submit 3 different packages to US Bank for modification and it was approved the first time and then it took 16 months for them to give us an answer on the second try even though they told us the first try was approved. All of these different Relationship Managers were giving us different answers and couldn't figure out what was wrong with our modifications and the paper work that we submitted for a short sale. We have made so many calls to them and no one would return our calls. We had to call on the day of the foreclosure to try and get it stopped because we had three people interested in a short sale of the house." Final Business Response /* (4000, 14, 2016/02/22) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

2/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We are being charged a tax for a state that our vehicle is not registered in. The problem is not being resolved. We signed a lease in 2014 with US Bank for our vehicle. We are active duty military and leased the truck while stationed in TX. The military has reassigned us to LA; however, our vehicle is still registered in TX and we have no intentions of registering this vehicle anywhere else. US Bank has been charging us with a tax that has to do with LA and registering the vehicle in the state of LA. I have been calling to correct this issue since 1 Dec 2015. I have spoken to 5 different customer service representatives and nothing has changed, I am still being charged a tax that does not apply to us. I have asked to speak to management and management doesn't call me back. I was told the tax issue was all cleared up and a check will be mailed on 20 Jan. I called today, 3 Feb, and find out a check will not be mailed and that I am still being charged the tax. I need to speak to someone who can fix this problem and I need it fixed and then a refund check mailed to us, NOT monies credited to our account.

Desired Settlement: The settlement I am looking for is for this issue to be corrected properly and the monies owned to us be refunded in the form of a check and NOT credited to our account.

Business Response: Initial Business Response /* (1000, 5, 2016/02/10) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */ The consumer indicated that he/she ACCEPTED the business response.

2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Scammed $75 fee and didn't get 40000 renewal points I am a card member of US Bank Club Carlson credit card. Part of the benefit of the card is 40,000 annual renewal Club Carlson points for not canceling and renewing the card by paying $75 annual membership fee. I had to take an overseas trip when the fee was charged and when I returned back, I logged in and saw the fee. I called and spoke to a credit card customer service rep to talk about the late fee being charged. I also asked her if I would receive the 40,000 renewal points for paying the fee. The agent told me yes and that even though I was 2 weeks late on the annual fee payment, I should pay the $75 annual fee to receive the 40,000 renewal points. I paid the $75 fee on the same day I spoke to the agent. I wouldn't have paid fee if I wouldn't receive the renewal points. However I feel scammed now because 40,000 points is not posted on my account and credit card supervisor I spoke to told me I have I wouldn't receive the 40k points. I have credit cards with all issuers and have never experienced this kind of bad customer service. This credit card has most of its benefit eliminated and many card members that I know canceled their cards.I chose to be a member and paid the fee but now they changed their story and tell me I am not getting the annual 40K renewal points. I am very unhappy and upset over this.

Desired Settlement: I would like 40,000 annual renewal points added to my account or $75 fee refunded. Additionally,I believe I should be compensated for the trouble and inconvenience and misinformations

Business Response: Initial Business Response /* (1000, 5, 2016/02/10) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */ The customer indicated that he/she ACCEPTED the business response.

2/19/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service
2/19/2016 Advertising/Sales Issues
2/18/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have 2 accounts with US Bank. 1 account is a single checking account, the other is a joint checking account. When setting up a bill pay, I used the checking information provided to me online for my individual checking account. needless to say, it gave me the information for the account that was joint. The joint account had not been used in quite some time so in the check going through the joint account, I accrued $333.80 in overdraft fees. When my direct deposit went into my individual account, they automatically took out the $333.80 and moved it to the joint account without my consent or knowledge, and sent my individual account negative and charged me fees. In dealing directly with the Fox Lake branch, they told me since that was their banking policy there is nothing they can do to reimburse almost 400.00 in fees for both of the accounts. This is very shady business practices and it should be investigated further. Product_Or_Service: Checking Account

Desired Settlement: DesiredSettlementID: Other (requires explanation) To clear this matter up, I would like to be reimbursed for their errors in not only giving me the wrong account information, but causing 1 account to go negative to satisfy another account, and then charging me fees on top of what they did by moving funds.

Business Response: Initial Business Response /* (1000, 5, 2016/02/16) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this as a valid response as I did not receive any phone calls from US Bank nor did I receive any paper trail that would validate them transferring money from 1 account to another account and causing the other account to go negative and be assessed fees. I should not have to pay 333.00 in fees for US Bank giving me the 8n correct accouterments information for doing a bill pay through Verizon site.

2/17/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wrongful debit charges labeled as Over Draft Protection fees on my account when account did not go negative, causing it to go negative and add fees. Account number XXXXXXXXXXXX and debit card ending in 1819. Account name is ****** ******. Opened US bank account 11/20/15 because of promotion of $100 into checking if opened. Deposited initial $508.29. After 20 transactions my balance should of been $14.58 on 11/27/15. On 11/30 it charged me $-36.00 on an account that's positive. I deposited $611.00 on 12/4/15 which should have made my account $589.58 if including Wrongful $-36.00. If -36 wasnt applied on 11/30, account should be $625.58 on 12/4 after 611 deposit. After 10 more transactions ending with atm withdrawal on 12/7/15 for 140, my account should be at $45.92 on 12/7/15 if looking at -36 from 11/30. If it were at $625.58 it should be at $81.92 as of 12/7/15. I was again hit with a overdraft protection fee of -$36.00 on 12/8/15 even though my account is positive in both situations. The only two other transactions I had were on 12/8 for $9.13 and there was $52.39 on 12/9. In between those on 12/9 I was hit with another Overdraft fee of 36 before the $52.39 and I was hit again for 36 on 12/10/15 after the $52.39. Followed by a monthly maintenance fee of -$6.95 on 12/17 and reversed the same day. Then I received an extended overdraft fee of -$25 on 12/21,12/28,01/04, 01/11 and 01/19/2016. None of the numbers add up. If I take the -36 from 11/30 into account and subtract the final $9.13 and $52.39 and add the maintenance fee of 6.95 and 36 then I would owe $58.55, which is still wrong because the $36 taken out on 11/30/15 was wrongful and incorrect. If I leave the 36 out then im left with $81.92 before final two charges. Subtract 9.13 and 52.39 and im left with $20.40. That is a positive balance and I should of never went negative. I did receive an email from bank on 12/22 telling me I am negative 11 days and if i dont pay it in 3 weeks it goes to collections and until that 3 weeks they will add a fee each time. This is from Taylor ******* the senior branch manager located at **** ****** ***** *** ***** ** XXXXX. I spoke to a gentleman which i beleive was Cameron ***** who was copied on the email. At first i thought it was a mix up because I should of had additional $100 in account from promotion. When I did call in I spoke to the same person who signed me up and he explained I misunderstood the promotion which I know I didnt otherwise I wouldnt of signed up. Only signed up there because my check is a US bank check. He literally sold me on this due to $100 promotion that would go in to checking account asap. He said on phone that he would call me back, he never did. They tried calling back a couple more times since my initial call but I have not had time to go in or call back. So I went into US bank located at XXXXX ******* ***** **** *** ***** ** XXXXX according to her card she gave me and spoke to Amber Rashid who is the Sales and Service Coordinator according to her card. Though I am positive I went to the branch on XXXXX ******* ***** **** *** *** for the record. She couldnt cash my check without calling the branch on Midway since my account was negative. Wanted to straighten it out and their best offer was to have me pay half of $298.60. I said no because i didnt have that money nor should i have to pay. She (Amber) was on phone with Taylor from Midway told me they would charge it off and send to collections on 1/21/16 and i wouldnt be able to open an account with any other bank. I felt very disrespected and shocked that this was their answer.

Desired Settlement: I am requesting that US Bank remove the -$298.60 from my checking and add a total of $20.40 into my account. I do not care for the $100 promotion for I am way past that and no longer seek it because of how frustrated I am. I do not under any circumstances want my account to be charged off and sent to collections for it will effect my credit which Amber made very clear. Once my money ($20.40) is back in my account, I would like to withdraw it and close my account without penalty. I am very upset and frustrated with the lack of communication originally conveyed when signing up as well as my encounter with the Scripps Ranch Office on trying to take care of this. Continuing to add fees that are not due to my spending and threatening to send to collections while charging my account off/not being able to sign up at another bank is very very rude and uncalled for, I just want the money that belongs to me and for me to be able to close account with out penalty.

Business Response: Initial Business Response /* (1000, 5, 2016/01/28) */ U.S. Bank identified a potential security flaw in the BBB's mycomplaints site. We are working with ****** ****** at the BBB to address this concern. Until the issue can be resolved, U.S. Bank must safeguard customers' privacy by withholding customer account information in this forum. We will mail a response letter directly to the customer, and we are providing this narrative in the BBB mycomplaints site to confirm that the case is resolved. Initial Consumer Rebuttal /* (3000, 7, 2016/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from US Bank because they have not mailed me a response nor have they tried to reach me via email or phone. I tried waiting the full amount of time before responding to their notice of intent to contact me. They have charged off my checking account and now reporting it on my credit! They wrongfully overdrafted me and demand I pay over $300 to reconcile the account. For a bank who said they'd pay half of the cost shows me they are just trying to squeeze all the money out of me. I only signed up with this bank to receive a promotional $100 sign up that was false and I never received it which is another reason I am complaining. US bank lacks communication and does not look out for customers who bank with them. I can see why they were using that promotion, they lack customers over all. I feel i was lied to and misrepresented. US bank is not your typical bank and they lack the foundation that separates them from real banks like Chase, Wells Fargo and Bank of America. I understand that sometimes mistakes are made but they need to be corrected especially when brought to attention. US bank has failed at their branch level as well as corporate level to fix this situation. For their response in saying they mailed me a letter, this is also incorrect. I did not receive a response nor did they try and follow up with me. This bank should and is suppose to represent good banking since they carry such a broad bank name such as US Bank. You would hope to be able to trust in a bank like this but unfortunately it seems they do not care no will they make any effort to make it right. They have messed with my credit over an account I should have never opened up due to false advertising on a promotional account sign up. At this point all I want is for US Bank to remove the amount they claim I owe and to remove the charge off that is effecting my account greatly. I will continue to pursue justice for I will not lay down and let big banking ruin what I have earned. I ask that before people sign up with US bank they really look into who they are getting into business with. I am very upset and will never bank with this company again for they have used me, embarrassed me and made me feel low. This is not right, its downright wrong and careless by US bank. Final Business Response /* (4000, 9, 2016/02/16) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

2/16/2016 Problems with Product/Service
2/12/2016 Advertising/Sales Issues
2/12/2016 Advertising/Sales Issues
2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank changed our account type without notifying us in May of 2015 and started charging us a 17.95 fee. The bank is unwilling to refund the fees Us Bank was unwilling to refinance our mortgage when interest rates dropped so we refinanced with a different financial institution. Us Bank changed our account type since we no longer have a mortgage with them thus causing a 17.95 service charge every month. There was no notification sent through mail, email, smartphone ap or telephone of the rational. This fee cauld have been avoided had a customer service representative contacted us and explained. We contacted the bank and were told they would only refund 3 months and changed our account type. This is not acceptable as the fees were unethically charged to our account.

Desired Settlement: We would like all monthly service charges refunded to our account from May of 2015 until now.

Business Response: Initial Business Response /* (1000, 5, 2016/02/04) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 9, 2016/02/12) */ The customer indicated that he/she ACCEPTED the business response.

2/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charged for exceeding withdrawals on a Savings account because I was transferring the money into my chkg acct. I was charged 3 fees of 15$ (1/14/16 & two on 1/21/16) and one fee of 12.50 on my checking Acct Ending In 8028 because I was again trying to protect myself and forgot about a check I had out. (and probably more as I did not look further back into my statements). I was told by the so called "banker" PAT in the CALL CENTER that this was because I was "using my savings a checking account" which I was not. I was attempting to protect myself from large overdraft fees for overdrawing my account by transferring money into my checking from my savings. There was nothing malicious as PAT indicated in the way he spoke to me and his tone. The bank only thought to notify me of these fees AFTER I had exceeded the amount allowed and had made 3 additional transfers. There is also no clear indication as to when my savings billing/banking cycle is. The PDF Statement that I can look up states Account Number: 2 047 8533 7484 Statement Period: Dec 10, 2015 through Jan 12, 2016 Page 1 of 1. but when I spoke to PAT at the CALL CENTER he said it ended on the 22nd, for the savings account, but this is NOT INDICATED anywhere ON THE SAVINGS account. How would I know this? He said that it's the government that charges these fees and that he can't reverse them. Well, given that it was deceptive from the get go I think I should be reimbursed for these fees. Had I known in advance that I would be charged after 6 transfers then I could have managed my account accordingly. Had "the government" notified me when I had REACHED the SIX ALLOWED rather than after I had 3 additional transfers then I could have planned accordingly. Pat stated that I was given this information when I set up the account but I looked at all my documents and did not see this. I was not trying to break the banking laws. Plus, the man at the call center (PAT) was very condescending and wouldn't allow me to formulate my thoughts and actually complete a sentence so I got angry and yelled at him. I am so frustrated. I want my money back and an apology for talking to me like I am stupid. I have an MBA. I'm not an idiot. I think it's unfair to charge me for protecting my account. I think the banking cycle should be clearly stated on the statement. It is not. It says DEC 10-JAN 12. I also should have been notified when I reached the 6 withdrawals (TRANSFERS....it's not like I was taking the money out of the bank), not after I had been charged for 3 more. Plus, if the billing cycle on the statement was followed it would make the withdrawals in a different cycle and not subject to charging. I want my money back. I want to be notified when I've reached the 6 allowed and not after I've gotten to 9 and been charged additional fees. That is DECEPTIVE. I have been wronged and taken advantage of. Plus the banker was rude and argumentative and treated me like I was a villain. I want my money back and quite honestly I think I deserve an apology and money for mental anguish, but I'll settle for $57.50 that's been charged. I am also willing to change this money market savings account to a checking account so that this doesn't happen in the future. The government doesn't give anything worthwhile in interest anyway.

Desired Settlement: I want to be reimbursed for the 3 "regulatory" fees of 15$ each and the OD protection transfer of 12.50 so a TOTAL OF 57.50

Business Response: Initial Business Response /* (1000, 7, 2016/02/03) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response Initial Consumer Rebuttal /* (3000, 11, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been resolved by the branch. They had no problem waiving the fees for me given the inconsistencies of the email and other contacts. You should know that one of the emails stated that I could transfer money at an ATM to avoid the regulation that limits my pre determined transfers, but this is not the case. You should update your email team so that they don't look so stupid answering customers. Different dates each time. Incorrect information....and you still wouldn't waive the fees???? seriously what happened to good customer service. US BANK was CLEARLY wrong on so many levels and yet too stubborn to admit it. Lucky for me I went on face book and blasted all over the place how US Bank treats people like S*&T. I got good responses from other people who had been f'd over by US Bank. 50K through your bank in the last 8 months and you treat me like crap??? WHo do you think pays you??? my 50K ....in case you still can't do the math. BUH BYE. This can be closed....I just didn't want to say that I accepted the response from the business, because I don't.

2/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email saying that I wouldn't receive the 40k anniversary points for renewing my ClubCarlson card after being promised them by an employe I received an email saying that I wouldn't receive the 40k anniversary points for renewing my ClubCarlson credit card after being promised these points by a US Bank employee the day before over the phone. Specifically, I called the customer service number on the back of my ClubCarlson card yesterday (in addition to sending US Bank an email message) and a US Bank representative told me that I would receive the 40,000 anniversary points within 4-8 weeks, so that is what I was promised and thus legally owed. This phone call occurred on Saturday, January 23rd at 5:41pm Eastern time. I'm sure that US Bank records phone calls (as a reminder US Bank is legally not allowed to lie to customers and must honor what they tell customers they'll say they do). Regarding "supposedly" being past due on my account, I didn't realize that any bill was due until January, and then I paid it off immediately. You can check my credit history and see that I've never missed a bill payment in my life and that I always pay my balances in full. I never received an email saying that I had a bill, or even that something was past due. Nor did I receive anything in the mail or a phone call. US Bank's practices are very shady and unethical, and likely need to be reviewed again by its regulator and compliance department. I continue to note that I was PROMISED these anniversary points by a US Bank employee after they had pulled up my account and reviewed all of my account's information before providing me an answer (again this phone call occurred on Saturday, January 23rd at 5:41pm Eastern time). I don't appreciate US Bank's sneaky, shady, and unethical business practices. Please fix this situation by at least placing 40,000 ClubCarlson points into my account... Email from US Bank below..... Good morning and thank you for contacting U.S. Bancorp Service Center, Inc. via our Website. We understand that you are inquiring about the status of renewal points on your Club CarlsonSM Premier Rewards Visa Signature(r) account. This account will receive 40,000 bonus points once the Annual Fee has been paid as long as the account did not go past due. Our records indicate that the $75.00 Annual Fee was billed to your account on 11/19/2015 and was due by 12/16/2015. A payment was not received for this account until 1/8/2016. Therefore, your account was past due and for that reason is not eligible to receive the 40,000 bonus points. Please contact us again if we can be of further assistance. Have a nice day. Sincerely, Nancy ** Cardmember ******* Representative

Desired Settlement: I would like at least 40,000 ClubCarlson points placed into my account, the amount promised by the US Bank phone agent I spoke to (this phone call occurred on Saturday, January 23rd at 5:41pm Eastern time).

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */ The consumer indicated that he/she ACCEPTED the business response.

2/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid my home equity LOC in full and closed my account 2 years ago.The account was never closed, and I am being charged 150.00 for yearly fees. I paid my home equity line of credit in full and closed the account over 2 years ago. I just found out that US Bank has a lien on my house, the account was never closed and they have been charging me yearly fees ever since. I have never gotten statements, nor does this show up on my credit report. The only way I found out is when I tried to get my mortgage loan refinanced by another company. It seems to by my word against theirs, and of course I loose. I have to pay $150, or they will not release the lien on my house. I'm being screwed!I will have to call everyday to make sure the account is paid and being closed. I will demand something in writing since I can't trust the bank.

Desired Settlement: I am asking that I be refunded my $150, close my account and release the lien on my house.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response. Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */ The customer indicated that he/she ACCEPTED the business response.

2/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank ATM's refuse "high" dollar check deposits & the bank charges overdraft fees instead. Due to my work schedule, I can't bank during business hours. I tried 3 different USB ATM's in Everett WA to deposit a cashier's check for $900. Every machine rejected the deposit with no further explanation. And the bank charged overdraft fees for auto payments I had set up. My guess is, this institution makes $$ off of fees & tells the Feds they're complying with OFAC.

Desired Settlement: Refund the overdraft fees since your system refused to allow me to make a compensating deposit. And btw: I'm using BBB because your call center was spectacularly unhelpful.

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ U.S. Bank values the confidentiality of customer account information and does not publish its responses to customers' questions and concerns. In order to protect your privacy, we will mail you a separate, detailed response.

2/10/2016 Billing/Collection Issues
2/9/2016 Problems with Product/Service
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2/8/2016 Problems with Product/Service
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2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: U.S. Bank kept sending back my Thrift Savings Plan Full Withdrawal bank to the Thrift Savings Plans office. They rejected the paper work twice that my checking account was wrong. They never called me regarding the matter. I filled out the Thrift Savings Plan Full Withdrawal Form to receive my money. I put my Checking Account Number on the form plus the last 4 digit number of the check I was looking at. U.S. Bank never called to say to me your paperwork has come to our Bank and it has your checking account number plus the 1st 4 digit of your check number. They just rejected the forms and returned it twice to Thrift Savings Plan. This caused me to be late with 3 bills and in the process of a lien being put on my storage bin plus added 60.00 fees. They could have picked up the phone and called me and verified my Checking Account. They did nothing but reject the forms. This if poor, very poor customer service. I am a homeless veteran and this has caused me more stress and anxiety. I am living in a homeless home. I just got a new job in another state and now I don't have the funds to get there because I have to pay all this extra storage fees. The business didn't even try to help me; not one bit. When I get my money out of their account I will never bank at this rotten institution again. Product_Or_Service: Banking Services

Desired Settlement: DesiredSettlementID: Other (requires explanation) U.S. Bank needs to held accountable of how they treat customers. They have an I don't give a damn attitude. They are only helpful when you are putting your money in their accounts. I will find a good credit union to bank with when I start working again.

Business Response: Initial Business Response /* (1000, 12, 2016/01/22) */ Dear Ms. ******: We received your request for assistance filed with the Better Business Bureau of Minnesota and North Dakota regarding your attempts to establish a direct deposit into your checking account. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. Thank you for allowing us the opportunity to respond. We are sorry to learn of any frustration or inconvenience this matter may have caused you. It is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. Please know that we have shared your experience with the appropriate management teams within each business line in hopes of providing a better customer experience going forward. When we received your request, we reached out to management within our Automated Clearing House (ACH) Department in an effort to identify any declined deposits that may have been sent to your account from another financial institution. We located two rejected direct deposits for $896.75 each, attempted on December 10 and 29, 2015. As you noted in your summary, both deposits were rejected as an incorrect account number was received from the originator with the deposit request. Please consider that the receiving account is identified by the account number provided with the deposit request. As the account number was incorrect on both occasions, the deposits were systemically rejected and returned to the originator. Due to the volume of requests received by the bank, we don't have the ability to research and locate the correct receiving account information for each item received with incorrect information. While the first two attempts rejected, we show that the third attempt at processing the deposit was successful as your account received a credit for $896.75 from Thrift Savings Plan on January 19, 2016. Prior to receiving this deposit, your account became overdrawn due to two check card withdrawals for $28.22 from Domino's on December 14 and for $74 from Alameda Mini on December 16. Your account received two $36 Overdraft Paid Fees for these transactions but both fees were waived on December 15 and 17. Because your account remained overdrawn for a period of eight consecutive calendar days, it began to incur $25 Extended Overdraft Fees on a weekly basis as it remained overdrawn. These fees were assessed on December 21, 28, January 4 and 11, respectively. Although the fees were not a result of a bank error, it is clear that you attempted to deposit funds into your account in good faith prior to these transactions. As such, we feel a refund of the applicable fees is appropriate and have refunded the four remaining fees assessed to your account as a result of this matter on January 20. Ms. ******, we would like to take this opportunity to thank you for your service to our country. Should you have any additional questions, we invite you to contact the manager of our 8th Street Office,(redacted), directly at (redacted)for further assistance. Sincerely, (signed) Executive Communications U.S. Bancorp Initial Consumer Rebuttal /* (2000, 14, 2016/02/04) */ The customer indicated that he/she ACCEPTED the business response.

2/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: charged 492.78 for extended overdraft fees , account was closed and sent to collections, my account was overdrawn due to paypal electronic error **** ***** account # X XXX XXXX XXXX aug XX XXXX tried to rectify with mgr to no avail account was closed and charged off in nov. 2015 every penny of charge off of 492.78 were fees had account 2 yrs had numerous fees charged due to stacking transactions highest paid first, very predatory company.sent me to check systems and told me I could not get account anywhere else and wanted 492.78 to settle.mgr. at main branch would not budge , told me their FDIC ins. charges were to high and they needed the fee money.

Desired Settlement: I would like all the stacked and extra fees that were charged to my account and every overdraft and extended overdraft fees as well, I used this account for paypal and most of my transactions were electronic .i never just had one charge the whole time I had the account it was always 2 or 3 or 4 charges at a time. I was taken advantage of numerous times.

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ U.S. Bank identified a potential security flaw in the BBB's mycomplaints site. We are working with ****** ****** at the BBB to address this concern. Until the issue can be resolved, U.S. Bank must safeguard customers' privacy by withholding customer account information in this forum. We will mail a response letter directly to the customer, and we are providing this narrative in the BBB mycomplaints site to confirm that the case is resolved. Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */ Per phone call with the consumer: "I have received the mailed letter from the business. In the period in question I deposited $482.87 and 6 transactions for $427.50 yet account was charged off at 459 due on the account. I don't know how this could have happened. There were so many fees on the account that there is no way I could have come out of this account. YTD on that account they have charged me over $800 in fees alone."

2/2/2016 Delivery Issues
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1/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Banks does not provide a way for me to make my vehicle lease payment. I have requested a monthly mailed statement because online fails. Each month I attempt to make an online payment for my leased vehicle and their system is either down or fails to complete the transaction. I have to wait until someone answers the phone or I'm stuck. The phone support hours of operation are insufficient. I have requested a mailed statement with each phone call to avoid using the online system.

Desired Settlement: I want a mailed statement each month or US Bank to make my monthly lease payment for the month(s) they fail to mail my statement.

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ Dear ******* *******: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your lease account with U.S. Bank. We appreciate the opportunity to respond to your concerns. Our records indicate your account is set up to generate online statements; therefore, we are unable to mail a paper statement each month. Unfortunately, we are unable to change the statement option on our end once you have been enrolled in online statements. If you would like to change the statement option to paper, you will need to access your online profile at www.usbank.com. If you need assistance with accessing your online profile, you may contact our 24-Hour Banking Department at XXX-XXX-XXXX. I would like to apologize for any inconvenience this may have caused. As a courtesy, enclosed (being sent by mail) is a copy of your monthly statement due January 11, 2016, which discloses the methods in which we accept payments. Your account is currently past due in the amount of $345.92 from January 11, 2016. Per the terms of your enclosed (being sent by mail) contract, you have agreed to pay the monthly payment that is due on your account regardless of whether you receive a mailed statement; therefore, we are unable to honor your request to satisfy your monthly payments. A 15-day grace period is allowed on your account for possible mail delays; payments received after the grace period are subject to late charges. Again, we regret any inconvenience or frustration this matter has caused. It is our goal to provide efficient, knowledgeable, and courteous service. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (872-2657), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */ The customer indicated that he/she ACCEPTED the business response.

1/28/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US BANK reported me for 30 day late payment in November 2014, I have filed a report to their credit resolution center and had no response US bank reported me for a late payment on my US bank credit card in November 2014. My credit card only have $500 limit so I don't usually use it. In September 2014, I signed up some recurring payment service online and I use this US Bank credit card accidentally. And I totally unaware that I will have a charge on this card. I went to China in late October 2014 for more than a month and I did not receive any payment reminder or collector's call. And when I came back to the States in December 2014, I found this late payment from the credit bureau, I didn't really mean have this late payment, it was totally accidentally. I have written this matter to US bank credit resolution center in St.Louis in January 2015, I haven't heard back from US bank since then.

Desired Settlement: US bank should withdraw my late payment info to the credit bureau, because it wasn't my intent to have late payment, and I wasn't get touched with US Bank regarding this payment in time. US Bank should apologize for slow response (1 year) regards my written request to their credit resolution department.

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ Dear *** ****: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concern regarding the above-referenced account. Our records indicate that your September 5, 2014 billing statement reflected a $30.00 minimum payment due on or before October 3. You made additional transactions after your September 5 billing statement printed, but we did not receive a payment from you by your due date. As a result, a $30.00 Late Payment Fee was assessed to your account. Your October 7 billing statement reflected a $92.00 minimum payment due on or before November 3. Similarly, we did not receive a payment from you by your due date, and a $37.00 Late Payment Fee was assessed. Your account was paid current with your $193.90 payment arranged on November 10. We have enclosed copies of your September through December 2014 billing statements, which display the information discussed above, for your records. As your account was more than 30 days past due with the printing of your November 6 billing statement, it was reported as delinquent to the major credit-reporting agencies. While we understand you did not intend to miss your payment due dates, we regularly send information regarding your accounts to consumer credit-reporting agencies. As the credit bureaus have a responsibility to maintain accurate information on your credit file, and the late payments were not caused by bank error, we are unable to comply with your request to remove the delinquency reported in 2014. Please note that you updated your address on November 10, 2014, to the current address we have on file for your account, which is XXXXX ********** ****** **** XXXXX, ***** ** XXXXX. On January 27 and March 10, 2015, U.S. Bank responded to your inquiries regarding credit bureau reporting. These responses were both mailed to your address in Novi, and neither letter was returned to us by the United States Postal Service. We have enclosed copies of these responses for your review. If your address has changed, we recommend contacting our Cardmember Service Department at the telephone number listed below for assistance. Although we were unable to comply with your request to remove the past-due reporting from your credit file, your business and support are important to us. If you have further questions concerning your account, please contact our Cardmember Service Department at 800-285-8585 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember ******* Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Credit Card companies always try to reach customers to discuss about financial situations and to collect the payment due, before they report their customers to credit bureaus, they know that reporting to credit bureaus really hurts customer's credit profile. So credit companies are always very prudential to do that. However, this is not the case for US Bank. I was reported for 30 dollars after no discussion regards the past due. Apparently, US bank didn't think they have the obligations to remind customers for the payments due and try their best to maintain their customers credit profiles, while the other credit card companies do. I hope US bank can reconsider this situation and starts to care about their customers.

1/26/2016 Problems with Product/Service
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1/22/2016 Billing/Collection Issues
1/22/2016 Problems with Product/Service
1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, In the month of September, I was applying for a job on Costco's website and came across an ad I was unable to click out of unless I accepted one of their free trial offers. I went ahead and accepted a free trial of Nutristore Garcina Health, to which I was to pay the shipping and handling only. No further charges were ever conscented to or discussed at any time. I recieved the product, and after a month, I saw an additional charge of $27.00 and change. I contacted Nutristore and asked why I was charged and explained I conscented to no further charges and asked if I could have a refund. I offered to mail back the product if given the proper address. The person I spoke to was spoke to was flatly and rudely told me that once I recieved the product I was not able to return the product or recieve a refund. I take this to mean that once money and or card information exchanges hands, nothing else after the fact is considered important. I called the HR Block Bank pre-paid card services and explained the situation and promptly received a refund. However, recently I received a letter contesting the refund I received (the original card to which the product was purchased had been cancelled) I have filed a response to them and asked that they promptly cease and desist any further contact about this matter. I am very concerned this company, Nutristore is potentially fraudelent, especially since they are attempting to charge me again. Product_Or_Service: Garcinia Health

Desired Settlement: DesiredSettlementID: No further contact by the busi I would like my refund to remain, and no further contact by the company.

Business Response: Initial Business Response /* (1000, 10, 2016/01/14) */ Dear Ms. ******, U.S. Bank is in receipt of your recent request for assistance in regards to a U.S. Bank Prepaid Card forward to us by the Better Business Bureau (BBB). We appreciate the opportunity to review your concerns. Unfortunately, we are unable to identify the specific account using your name and address you provided to the BBB. In order to identify the account with U.S. Bank, we ask you provide us with full 16 digit card number of the Prepaid product. Please reach out to me directly at so that I may assist you in resolving this matter. As soon as the requested information is provided, we will be happy to research your concerns. Without this information, we are unable to submit a research request, and cannot respond further to your issues. Sincerely, (signed) U.S. Bank Prepaid Operations Initial Consumer Rebuttal /* (2000, 12, 2016/01/22) */ The customer indicated that he/she ACCEPTED the business response.

1/21/2016 Billing/Collection Issues
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1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Account was closed after I submitted a dispute against 24-Hour Fitness 11.14.15. Also, refer to Complaint Case# XXXXXXXX regarding attempts of respons On 11.14.15 I filed a dispute against 24 hour Fitness for charging my account after I CANCELLED on 10.05.15. I spoke with 24 hour Fitness was informed that the charge would go through but a credit would reciprocate it because it was too late to stop the charge for October. To continue my patronage, the representative offered to put my account in suspense. This way, I can call back once I am ready to continue with payments. Instead, they charged me in November and caused my account to be overdrawn.My first attempt to take care of this, the representative was exceptional in taking care of refraining 24 Hour Fitness from accessing the account in the future and the account credited for the provisional amount. Suddenly, 11.27.15 the account was back in over draw status. The provisional credit was REVOKED. The bank teller said she would call my home bank in Seattle, WA. for provisional credit. Then, I spoke with a representative over the phone and was informed additional paperwork was needed. Went to branch, I signed the paperwork fax from the branch. Unfortunately, I did not hear back from Bank teller. Then, 12.11.15 I was informed once AGAIN my account was in overdraw. The branch called the dispute center and was informed that it was information "Only for me." So, I went to my PO Box and did not see anything that was not already addressed. I called the home bank in Seattle, WA to give provisional credit refer to (Complaint Case# XXXXXXXX) I was unable to speak to anyone (busy with other customers) and no return call after leaving a message.Finally, I went to the branch 12.22.15 and requested for a status update.Found out the papers were not filled out properly. Completed the papers once again and faxed from the bank. Also, I was stern in my request to find out the status on my account. Otherwise, I was informed it was still under investigation and it is within the 90 days so forth.The Bank Manager informed there would not be any monies taken from my other account to pay on an account that is in dispute. On 12.24.15, that is exactly what happened. The account was closed and my money for my rent was taken from my other account.

Desired Settlement: I want to know what happened with this dispute that made it different from any other dispute. Usually I have called and taken care of disputes via the phone and provisional credit given. Therefore, the account is no longer going in overdraw even further. I want to get my credit and reopen my account.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Dear Ms. **********: A complaint you recently filed through the Better Business Bureau, case #XXXXXXXX has been forwarded to me to review and address your concerns. You indicate that you cancelled a preauthorized monthly payment with 24 Hour Fitness on October 5, 2015 but they still debited $29.99 from your U.S. Bank account on October 5, 2015 and November 10, 2015. You initiated disputes with U.S. Bank for those two transactions on November 16, 2015. You expected to be reimbursed by provisional credit for both charges and later found that your account had overdrawn and eventually closed. You are asking why these disputes are different from other ones you filed in the past and would like your account reopened and be reimbursed. Banking Regulation E requires banks to grant provisional credit to customers if their investigation is not completed within ten business days. The customer is to have full use of the funds until the investigation is resolved. When you initiated your claims you were provided a claim form with a letter that explained your provisional credit rights. The text of that letter explained the requirements for provisional credit eligibility and a copy of the template is enclosed. It is presented to customers in person when they initiate their claims at a branch. Customers initiating claims through 24 Hour Banking have a copy mailed to them automatically at the end of that day. The two transactions you initiated disputes on were processed through the Automated Clearinghouse (ACH). We received your disputes on November 16, 2015. You indicated that you had revoked your authorization for each of those transactions before they posted. U.S. Bank immediately investigated our records and verified that we correctly processed the instructions to debit $29.99 your U.S. Bank account on October 5, 2015 and November 10, 2015. We also reviewed your account and verified that you had not notified us to place any stop payment on your account for either transaction. As a result, our investigation was complete and your claims were denied on November 17, 2015. Copies of those denial letters are also enclosed. Despite the investigations being denied, you were provided claim forms to complete and return if you determined that the debits were made fraudulently. That documentation was required in order for us to legally request the money back from 24 Hour Fitness through their bank. The forms you provided to us on December 2, 2015 indicated that your authorization was revoked. The date that you revoked your authorization was absent from those forms and we informed you of that in writing that same day. On December 23, 2015 we received a second set of forms from you on which you certified that you revoked your authorization with 24 Hour Fitness on October 5, 2015. That information allowed us to refund the November 10, 2015 payment which was credited to your account on December 23, 2015 and place a permanent stop payment on your account for the disputed transaction on December 24, 2015. However, it also caused us to deny your claim for the October 5, 2015 transaction. Instructions to cancel or revoke ACH debits have to be made at least one day before they are scheduled to post. In reviewing your account back in 2014 you had submitted Regulation E claims on some signature based debit card transactions. You received provisional credit on those immediately because the investigative process for those types of transactions can take more than ten business days. In contrast, the information available for your ACH claims allowed U.S. Bank to complete the investigation of your claims immediately and issue denials. Despite revoking your authorization with 24 Hour Fitness, U.S. Bank does not have access to their internal company records and does not have responsibility for investigating or enforcing any contractual agreements our customer have with other companies. Our duty is to process the payment instructions we are given. After thorough review, I regret to inform you that U.S. Bank stands by our initial findings. You were ineligible for provisional credit because your disputes were investigated and denied the same day they were submitted. After you provided us documentation that validated your authorization was revoked. On December 23, 2015, we approved the $29.99 dispute of the November 10, 2015 debit. We were unable to do the same for the $29.99 that posted October 5, 2015 because you certified on the claim form that you revoked your authorization that same day. ACH debits can only be revoked prior to the day they are scheduled to post. Should you have any additional questions or concerns, feel free to stop in at any U.S. Bank branch or call us at 1-800-USBANKS (X-XXX-XXX-XXXX). Sincerely, (signed) Assistant Vice President ACH Investigations Initial Consumer Rebuttal /* (2000, 7, 2016/01/15) */ The customer indicated that he/she accepted the business response.

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a business card with cardmember services at a time in Colorado when trucking was poor I had a hard time getting my payments on time which caused the interest to go up to 30percent it then went to a collection agency (Elan fianance) .i moved to Canada 2 1/2yrs ago and they refused to take a Canadian check wrote out in US funds ,I just moved back bought a place found out that it was reported as unpaid so I called in and they will not work with me , my opinion is this either they work with me or they take back what went against my credit score Product_Or_Service: Business card

Desired Settlement: DesiredSettlementID: Correction to a credit report I feel like since they will not work with me now that I'm back in the US and also refusing the funds that I had to pay with in Canada that it is there loss and that the hit my credit score took needs to be reevaluated.

Business Response: Initial Business Response /* (1000, 10, 2016/01/14) */ Dear Mr. *****: Elan Financial Services is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding the above-referenced MidAmerica Bank Visa(r) Business Card account, of which Elan Financial Services is the original creditor, servicer, and issuer. The account was opened in the business name of Paradise Trucking on October 26, 2005, with yourself as the Authorized Officer and sole cardholder. Our records reflect that our last successful contact with you by telephone was on January 29, 2014, when you informed our collections representative that you had moved to Canada and needed to update the address on file. You also stated that you did not have a checking account from which you could make payments towards the balance of the account. The representative informed you that we were unable to accept payments in foreign funds; however, you did have the option to make payments from Western Union or similar wire transfer services from Canada. Our records indicate that the last payment received was on October 10, 2013, in the amount of $225.00. As no further payments were received, your account was charged off on May 30, 2014, as a result of the extended delinquency. As previously mentioned, our attempts to reach you since January 2014 have been unsuccessful and our records do not indicate that you have contacted us regarding your available repayment options. Enclosed please find copies of all billing statements from September 2013 through May 2014. With regards to the increase in the Annual Percentage Rate (APR), our records show that, as a result of several missed payments, the delinquency APR was applied in accordance with section 10(b) of the Cardmember Agreement, which is also enclosed for your reference. Please note that, since the date the account was charged off, no further Late Payment Fees or Interest Charges have been assessed. Please be advised that we have reviewed the information that is currently being reported by Elan Financial Services and have confirmed that we are not reporting this account to the consumer credit-reporting agencies. At this time, your account shows an unpaid and collectible balance of $2,065.49. If you have additional questions regarding this account, or if you would like to work toward a mutually agreeable resolution of this debt, please contact our Recovery Department at 855.332.4252 (Monday through Friday, 8 a.m. to 5 p.m. C T, we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 12, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do agree with the information that was given my concern was when I called in to e'lan that I could get nowhere with the representative supposedly every phone number and address that I gave them they did not have now I have the information I need thanks to the bbb

1/14/2016 Advertising/Sales Issues
1/14/2016 Problems with Product/Service
1/13/2016 Problems with Product/Service
1/13/2016 Advertising/Sales Issues
1/12/2016 Delivery Issues
1/11/2016 Advertising/Sales Issues
1/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: excessive wear and tear charges were levied at my auto lease end. two were removed and one for wheel damage was added. I do not agree charge After calling for detail on the charges I was told they were from a cracked windshield and missing cargo cover. After providing a statement from the dealer the charges were deleted the cargo cover was never part of new vehicle content and the dealer supported the windshield was not cracked at delivery. Now a new charge (not detailed in my original statement) for wheel damage was added. The vehicle has now been out of my control for months and looking at the pictures provided the blemishes appear to be normal wear for a 2 year old vehicle. I believe the charges are inappropriate and should be removed. I have met all other lease obligations

Desired Settlement: I request US bank waive / remove the recent $250 charge for wheel damage

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Dear Mr. ********: Re: Lease account ending -**** Thank you for your most recent correspondence to the Better Business Bureau regarding the end of termination statement for your leased 2013 Chevrolet Volt. I have been asked to address your letter, as it involves my direct business line. I appreciate the opportunity to review your account, and provide further explanation for the items that you have advised are concerning to you. Review of your letter has determined that your concern has been addressed in its entirety on multiple occasions. Our records show that correspondence regarding the excess wear and use was sent to you on: October 26, 2015; November 12, 2015; November 23, 2015; and two email correspondences from Mr. ***** ****** on December 1, 2015. Please be advised that all such instances of communication have been reviewed and deemed accurate. Our position on this matter has not and will not change. The damage on the wheels has always been present, and the $250.00 balance remains due. Regretfully, though we cannot come to an amicable conclusion to this matter, our position remains the same and we cannot dialogue indefinitely regarding this matter. If we receive future correspondence from you, it will be reviewed, but unless it contains new information, it may be filed without a response. Thank you, (signed) Lease Maturity Management U.S. Bank Asset Remarketing Initial Consumer Rebuttal /* (3000, 15, 2016/01/05) */ Case and dispute is still active and not satisfactorily resolved Final Business Response /* (4000, 17, 2016/01/08) */ Dear Mr. ********: Re: Lease account ending -**** Thank you for your return correspondence to the Better Business Bureau regarding the excess wear and use billed on your returned 2013 Chevrolet Volt. I have been asked to again address your concerns, as they involve my direct business line. I have reviewed your account and your recent complaint. The information you have provided to the Better Business Bureau has not changed and no new information has been provided. We have previously provided responses to this matter as mentioned in our December 8, 2015 response. Please be advised that our position has not changed on this matter, and the damage to the rims are valid excess wear and use charges. These charges would not be reduced or removed. Additionally, please be advised that we are in receipt of your payment of $664.17 on December 9, 2015; and it has been posted to your account. As such, there is no balance remaining due and we considered this matter closed. Thank you, (signed) Lease Maturity Management U.S. Bank Asset Remarketing

1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last June my wife and I entered into an Unemployment Forbearance Plan with our mortgage holder, US Bank Home Mortgage. Under the provisions of this Plan, we would be allowed to make a reduced mortgage payment from June through November. At the end of the Plan a lump sum was due, or (as I was erroneously told) we could at that time apply for a permanent mortgage reduction. This was all that was revealed to us. We did not sign any type of contract. All agreements were made verbally over the phone. Along in late November when the Unemployment Forbearance Plan was nearing its end and we had hoped to start the application process for the permanent modification, I was told that we were not eligible since we were not employed full-time. This was not in accordance with what we had been told. We made all of the required reduced payments for the first five months, but when we sent in our last (November) payment, it was returned with a form letter saying only that they do not accept partial payments. I was told to return the check, which I did several times, but it was again returned. When I inquired, I was told the cut-off date was November 12 (again, we were not told of this) and that the account was considered late. Because of our unresolved account with US Bank Home Mortgage, our property was turned over to a local attorney to begin foreclosure proceedings. We also found later that each of our reduced payments, while made on time and in the specified amount, had been counted by US Bank Home Mortgage as a late payment. This was also unknown to us. As a result, our credit score has plummeted 127 points in the last six months!! We had been told previously that the hit to our credit score would be minimal, not that it would be completely trashed. My wife and I feel that we have been grossly taken advantage of by US Bank Home Mortgage. Had we know how dangerous the Unemployment Forbearance Plan would be to us, our home, and our credit, we would certainly not have entered into it. Product_Or_Service: home mortgage Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) We are asking that that our account and our standing with US Bank Home Mortgage be cleared up, that our credit score be returned to its earlier level of 728, that foreclosure proceedings on our house cease immediately, and that all contact with ***************, attorneys, stop immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Dear *************************: This letter is in response to your letter received by the executive offices of U.S. Bancorp on December 14, 2015. I have been asked to respond to your concerns regarding the above-mentioned property, and appreciate the opportunity to do so. We received an application for loss mitigation assistance on December 4, 2015, and a review was opened on December 8, 2015. The processor reviewed the file and determined additional documentation was required in order to continue with the review. We issued an Acknowledgement of Incomplete Application Notice (enclosed) on December 11, 2015 acknowledging receipt of the application and detailing the additional documentation to be returned to us on or before January 14, 2015. After researching the credit reporting on your mortgage, it has been determined that your credit was reported accurately. We are bound by law to accurately report the payment history of our borrowers, including late payments, any payment less than your original contractual agreement as they occur. Though you were making payments on the Unemployment Forbearance, these were not your contractual monthly installments. On May 1, 2015, a Loss Mitigation Summary Information notice (enclosed) was sent to you detailing the approval of the unemployment forbearance and its terms and conditions. The Loss Mitigation Summary Information notice includes the following provision: "Please note that we will continue to report the delinquency status of your loan to credit reporting agencies as well as your entry into an Unemployment Forbearance Plan in accordance with the requirements of the Fair Credit Reporting Act and the Consumer Data Industry Association requirements. Credit scoring companies generally consider the entry into a plan with reduced payments as an increased credit risk. As a result, entering into a plan with reduced payments may adversely affect your credit score, particularly if you are current on your mortgage or otherwise have a good credit score." We are unable to honor your request to remove the delinquent reporting from your credit report. The goal of the Unemployment Forbearance Program is to reduce the payment to an affordable amount, while the borrower seeks employment. The loss mitigation information summary notice states that the forbearance is a temporary change to the terms of your loan and there is no guarantee that you will be eligible for a modification at the end of the forbearance period. Modification approvals are based on several factors, such as borrower's finances, bank account balances, household monthly income from wages and all other sources of income, monthly obligations (including personal debts, credit card payments, and installment loans), property value and a reasonable amount for living expenses such as food and utilities. You stated you have received a number of delinquency and breach letters. These letters are sent when an account is beyond 30 days delinquent and are system generated. Depending on your investor, in some cases we are required to begin and follow through with such correspondence. The account is due for five payments, beginning with August 1, 2015 installment. The account was referred to our legal counsel Millsap & Singer, LLC, on December 3, 2015, to initiate foreclosure proceedings due to delinquency. A foreclosure sale has not been scheduled at this time. Please be aware that until a permanent loss mitigation option is completed, or the account is reinstated, we will not be able to completely withdraw the foreclosure action. If you wish to obtain a reinstatement or payoff quote, please contact our legal counsel at ************. The Relationship Manager (RM) for this account, Matthew **********., is the best person to keep in contact with and can provide the details of the account regarding the loss mitigation review. Should you have any further questions or concerns, you can reach Matthew at*************, extension *******, Monday through Friday, 7 a.m. until 8 p.m., Central Time, or via email at ******************@usbank.com. We hope this information is helpful. Should you wish to discuss this matter further, please contact our Default Complaints Escalation Center at ************, Monday through Friday, 8 a.m. until 7 p.m., Central Time. You may also email us at rmdmconsumeradvocacycenter@usbank.com. Best regards, (signed) Customer Advocacy Specialist

1/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a checking account and have not received my pin number I did not receive my pin number. I called and spoke to a rep named Braylen on 12/21. He told me I did not receive it because I changed my address. I advised him I did not change my address. I was told a form had to be filled out before I could get another one.

Desired Settlement: I would like a pin number

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Dear Ms. ******: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank Checking account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. You mentioned in your complaint that you contacted our Customer Service Department regarding the Personal Identification Number (PIN) on your debit card and were informed by a representative that due to a change of address you did not receive the PIN number. First and foremost, we are sorry that you feel U.S. Bank did not provide you with the quality service in which we pride ourselves. Our customer service representatives undergo extensive training each year and every attempt is made to provide our customers with consistent and useful responses to their questions while being courteous and professional at all times. U.S. Bank strives to make our customers our top priority and we share your disappointment if we have failed to do so. We have taken the initiative to review the phone call outlined in your complaint and confirmed that the representative did inform you that due to a recent address change we are unable to send a PIN reminder. To confirm, your account has not had a recent address change. We truly apologize for the misinformation provided to you by our representative. However, we confirmed that the banker mentioned that he would be completing a form. Our records confirm that he submitted a research request with our Customer Care Unit for further review. Denise ***** from our Customer Care Unit attempted to contact you by phone on December 23, 2015 in regard to the research request but was unsuccessful. Therefore, she sent an email to the email address on file informing you that due to the negative account balance of $68.72 we are unable to send a PIN reminder until the account has been brought positive. Ms. ******, as of the date of this letter the account is currently overdrawn by $93.72. In addition, our records confirm that you currently have an open fraud claim on file. Therefore, we are unable to issue a PIN reminder. If your account has been compromised, we recommend contacting our Fraud Liaison Center directly at 877.595.6256 to close the account and open a new account. We hope the above explanation is helpful. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (************) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received and paid a 'final bill' for a vehicle lease. 1.5 months after paying, I received a second bill for add'l taxes which hadn't been collected. Prior to paying my final bill, I advised US Bank of my relocation from Colorado to Michigan. Their system should have (an they have acknowledged this) charged me 6% tax rate not 3%. Instead their system made an error and now I am being asked to pay more for their mistake. While not illegal, it is certainly unethical and frankly, a quite poor business practice.

Desired Settlement: I would like to have the $52.04 amount due waived. This is a small drop in a very large bucket for US Bank but a matter of principle for me.

Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ Dear ******* and********* ********: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your lease account with U.S. Bank. We appreciate the opportunity to respond to your concerns. We have reviewed your concerns in regard to a bill you received in the amount of $52.04 for additional sales tax that was assessed to your lease account on November 6, 2015. Our records indicate that when your vehicle was sold and the lease account was terminated on September 2, 2015, the system calculated your tax rate based on the Colorado rate of 3.00%. However, as a result of your relocation from Colorado to Michigan on October 8, 2015, the sales tax that was collected on October 20, 2015 should have been based on the Michigan tax rate of 6.00%. We apologize for the error; however, USB Leasing LT is required to submit the appropriate sales taxes to the State of Michigan. Therefore, we assessed your account the additional 3.00% in sales tax for an amount of $52.04 that the State of Michigan requires for their residents. Pursuant to your enclosed lease agreement, any reversal of prior transactions, taxes or fees (this may include but is not limited to excess wear and tear, excess mileage or termination fee) which become due after your lease term are the responsibility of you as the account holder. If you have any additional questions regarding the end of term charges please contact our End of Term Service Center at ************. Again, we regret any inconvenience or frustration this matter has caused. It is our goal to provide efficient, knowledgeable, and courteous service. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (********), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations

1/8/2016 Delivery Issues
1/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: New Credit card sent to present address, but statements send a 3 year old address and not received or paid. US Bank sent a new credit card replacing my old card. Old account ********. New account ********. I cut up the old card and started using the new card. I got no bills and therefor made no payment. Even though the card had been sent to my current address, the bills were being sent to a 3 year old obsolete address. (I suspect that the statements were being returned to sender.) I only discovered the problem when I checked my credit score. I phoned US Bank to find that they had reported my non payment, ruining my credit score and had added total fees to my bill, more than doubling the amount I had been originally billed. After refusing to pay the now doubled total, I was offered an adjustment back to the original billing if I would allow an immediate deduction from an active checking account or an immediate deposit of cash at a local branch bank. There was a refusal to put any of these offers in writing. I have now made the cash payment at a local branch and was able to get a receipt for the payment. At this time the outstanding balance shown on the account still has not shown the adjustment and nothing has apparently sent to the credit bureaus to correct the score that has fallen from the low 800s to 631. Then on my birthday I got the surprise of my life. A phone call from US Bank!! They had never initiated a phone call or any written message before. The called indicated that my outstanding balance was now zero and that the credit bureaus had been advised so that my credit score would be repaired. They neglected to mention that my account had been permanently disabled (closed) and that further computer communications regarding my account would be blocked. At this time, 9 days after I started calling US Bank about the problem: 1. The credit card account is closed 2. I owe no more money to the Bank 3. My credit score is about 630 (It used to be about 800) 4. The bank has not communicated any thing in writing. (this is apparently a policy to avoid liability) 5. If the Credit score is not corrected now, the apparent non-payment will be deleted in 7 years. I'll be 92 then 6. The closed account will hurt my present score. Note that the credit report had erroneously reported that the the consumer (me) had closed the account in October.

Desired Settlement: A written confirmation of the banks fault and statement that Credit Bureaus will be advised to correct my score. Reinstatement of the account may also assist in establishment of my credit score.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ Dear Mr. ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding the closure of the above-referenced account and your diminished credit profile due to an address error on your account. Thank you for bringing your concerns to our attention, as they are a valuable opportunity for us to continue to improve the service that we provide. Our investigation reflects that unfortunately, on June 17, 2015, due to a system issue, your billing address was reverted to an outdated address when a MasterCard(r) credit card was issued to replace your Visa(r) credit card. Consequently, all subsequent billing statements were mailed to your old address and returned to us by the United States Postal Service as undeliverable. After a prolonged period of non-payment, the account was systematically closed on October 27. All phone calls by the Collections Department, starting on August 25, to your phone number on file were unsuccessful. We sincerely apologize for any inconvenience this issue may have caused. Please accept this letter as confirmation that all Late Payment Fees and delinquencies caused by this error have been reversed and a request to update your credit profile has been submitted to the major credit-reporting agencies. Please be advised, it will take up to six weeks for the credit-reporting agencies to update their records to reflect the change. Moreover, the account has been reinstated for future use, is in good standing, and carries a zero balance. We appreciate that you have chosen us as your banking partner and hope that you will continue to allow us to be of service to you. If you have further questions concerning your account, please contact Cardmember Service at ************ (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I very much appreciate a written response from the business. All previous communication was only by telephone even though a written reply was requested. The result, correcting errors that were beyond my control, was not prompt but finally satisfactory. The ultimate resolution, correcting errors with the three credit bureaus has not yet occurred.

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Elan Financial Services offers Secured Credit Card Services for Banks as a third party. The problem with their service is they do not and are not willing to offer proper documentation for the Secured Deposit or the refund of it when it is properly submitted. They did send a letter stating when the refund would be processed but their customer support is generally not aware of the details of such. I have such a refund that should already be in the mail to me according to this letter but I am unable to obtain a verbal confirmation number, a written confirmation or online confirmation. They need to provide proper documentation mentioning the amount of the refund and the date mailed to comply with laws that must ensure I am not money laundering while applying for a mortgage loan. Product_Or_Service: Secured Credit Card Deposit Account_Number: credit card ending i

Desired Settlement: DesiredSettlementID: Refund I need online confirmation or emailed to me that shows the amount of the refund they have mailed, the date of mailing and the mailing address. I also need their support staff that answers email or phone queries to be knowledgeable about the refund they have mailed.

Business Response: Initial Business Response /* (1000, 10, 2015/12/22) */ Dear ***************: Elan Financial Services is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding the above-referenced account. Our records confirm that your account ending in 2146 was closed to new transactions on November 9, 2015, based on your written request. At the time of closure, your account had a zero balance owed, and a letter was mailed to you advising that your account would be reviewed for a refund of your secured funds on December 11. A copy of this letter has been enclosed for your reference. Please note that when your account was established, you were sent a Security Savings Account Agreement detailing the terms of the deposit account used to secure your credit card. We have also enclosed (by mail) a copy of your Security Savings Account Agreement for your records. Please note that it advises "We may withhold the Security Savings Account funds for two full credit card billing cycles after the last item is posted to your Card Account, after we get your closing notice, even if the Card account is paid in full." Our review of your account's closure indicates that your request was processed well within this time frame. On November 23, 2015, you contacted our Cardmember Service Department by email regarding your Security Savings refund. At that time, you were informed of the appropriate time frame mentioned above. We show that you later contacted our Cardmember Service Department by telephone on November 25 and spoke with a supervisor who confirmed that your account would be reviewed for a potential refund on December 11. On December 11, you contacted our Cardmember Service Department to inquire about the completion of your account's review, and were advised that your refund check was being mailed via the United States Postal Service on that day. At the time your account was reviewed on December 11, we determined that $0.09 interest was earned on your initial $3,000.00 Security Savings Account deposit, which left a remaining balance in your Security Savings Account of $3,000.09. A check for this amount was issued in your name on December 15, and mailed to the address we have on file for you, to be received within 10 days of the issue date. We regret to learn that you were advised that this check was issued on December 11, and share in your disappointment that our representative did not accurately advise you of the date your check was mailed. Please be assured that appropriate feedback has been provided regarding the misinformation that was given to you. Please accept our apologies for any inconvenience this matter may have caused you, Mr. Larson. Elan Financial Services is in a position to accommodate all of your financial needs, and we hope you will consider a future partnership with us. If you have further questions concerning your account, please contact our Cardmember Service Department at ************ (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service

12/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: company stole my reported it us bank returned to me took it back a month later stating I did not summit enough information which I did twice. Paid water proofing company to do work. Company work was faulty and then said they where not going to come back out to repair what they did. I called Us Bank they refunded the money. Then a month and half later took the money back saying I did not supply enough information. I summited emails and dates of contact and the new company that I had come back out to do the work. Still no refund it been to long. Now when I call Us Bank they are saying because if happened to long ago money cant be returned. US Bank Credit Card last four soc# **** D.O.B ********

Desired Settlement: money to be returned already paid a new company and still out money paid to the first company

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Dear Ms. ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota regarding your U.S. Bank Business Edge Platinum Card account. We appreciate the opportunity to respond to your concerns. Our records reflect that, on May 14, 2015, we initiated dispute claims on two transactions from SQ Repair MC Restoration in the amounts of $2,900.00. At that time, we issued provisional credits to your account and sent you the enclosed letters requesting additional information while we further researched your claims. Provisional credit is provided with the understanding that, if your claims are denied, our provisional credit will be reversed. On June 3 we mailed you the enclosed letters requesting additional information on your dispute claims. Our records reflect that we did not receive a response to these requests. As such, on June 22, we concluded our investigation, sent you the enclosed letter, and reversed our previously issued provisional credits from your account. Upon receipt of your recent correspondence, we have completed a subsequent review of your dispute claims. Based on the information provided, we determined that we handled your dispute claims incorrectly. As the representative you spoke with on July 17, did not provide accurate information about what was needed to further pursue your dispute claims, and provided incorrect information to your case processor in regard to your claims. Therefore on December 15, we decided to issue two permanent credits to your account in the amount of $2,900.00. On December 16, we reversed $ 992.54 in Late Payment Fees and Interest Charges related to your dispute claims. These credits will appear on your next billing statement. Ms. ******, we value you as a customer, and we would like to apologize for any inconvenience that our delay in appropriately resolving your dispute claims may have caused. It is our goal to be efficient, knowledgeable, and courteous at all times. We share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. If you have any further questions or concerns regarding this matter, you may contact me directly at . Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */ The consumer indicated that he/she accepted the business response.

12/30/2015 Problems with Product/Service
12/30/2015 Problems with Product/Service
12/30/2015 Problems with Product/Service
12/30/2015 Advertising/Sales Issues
12/29/2015 Advertising/Sales Issues
12/29/2015 Advertising/Sales Issues
12/28/2015 Problems with Product/Service
12/28/2015 Problems with Product/Service
12/28/2015 Advertising/Sales Issues
12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I deposited a check at one of their ATM machines and it did not credit my transaction, instead it gave me a receipt telling me the atm had a malfunction. I have had to call customer service multiple times and have not been helped. I was told to go to a branch to get my check, I went, from there i was told to wait because they were updating the system, then told to call, now i am being told i need to wait at least 10 days to access my money. I have asked for a way to expedite this issue and no one can help, I have also asked how to file a formal complaint, no one can tell me, I have asked for fee waivers, no one can help, i have asked for managers to call me, no one has. I want to now get my check back, so i can have money, and no one can help.

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation) I need my check back, i need someone to pull the ATM and retrieve my check so i can cash it, and i need ALL of my fees waived. Seeing as how they cant pay me for the time i have wasted in calls, in stress, or the multiple anxiety attacks i have experienced. I need this to get done ASAP.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ ****: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank Checking account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. First and foremost please accept our apologies that you did not receive a callback from management as requested while attempting to resolve this matter. U.S. Bank strives to make our customers our top priority and we share your disappointment if we have failed to do so. If given the opportunity, we will make every effort to live up to your expectations in the future. Our records confirm on December 7, 2015 you attempted to make a deposit in the amount of $515 at an ATM. Due to an ATM malfunctioning error, your deposit was not credited into your account. We certainly apologize for the inconvenience this matter caused you. Additionally, our records indicate you contacted our 24 Hour Banking department on December 8 and a missing deposit dispute was submitted in the amount of $515. Please note, once a dispute is filed provisional credit is provided within 10 business days after the date of the original claim. Final resolution must be made by 45 calendar days after the date of the original claim. Upon completion of the investigation, written notification is mailed to the customer. We are sorry for any miscommunication that was provided to you. On December 14 your account was credited for the missing deposit in the amount of $515. A letter was mailed to you on December 14 explaining that your claim was approved and final credit was issued to your checking account. For your convenience, we have enclosed the letter we sent you referenced above for your records. Mr. ****, again, we sincerely regret any inconvenience and frustration the ATM deposit error caused you, however in reviewing your account situation and history, we have found the overdraft fees referenced in your complaint were assessed on December 3, which was prior to the matter of your missing deposit. Please note to avoid the overdraft fees a deposit would have had to been made on or prior to November 30. As such, those fees were correctly assessed according to policy and your request for refunds will not be granted in absence of a bank error. Please know that these fees are not arbitrary and that they are assessed uniformly and without prejudice. We hope the above explanation clears up any confusion in regards to this matter. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (872.2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (3000, 7, 2015/12/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everyone I espoken to from your institution had lied to me. First I was told all my fees would be waived since I've NEVER received a schedule of fees, and now you're telling me the same thing. You double charge customers twice on overdraft fees WITHOUT any explanation! That's theft. Your manager at my branch told me she would waive all my fees for all the trouble I've gone through, and now she's changed her mind. You have me dislike everything about banks, all you do is lie to people. I will do everything in my power to get this resolved. I've requested documents so many times and I've never received them, requested calls from supervisors and never received them. I'm going to contact my local news and media outlets, there's plenty of consumer complaints about your so called business. I'm sick of being lied to. This is why consumers dislike banks so much, they all lie. Next time try keeping your word and not making a joke out of a customer.

12/23/2015 Advertising/Sales Issues
12/23/2015 Problems with Product/Service
12/22/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Billing/Collection Issues
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amber the branch manager at US Bank has no customer service skills. She is extremely rude and very condescending. During short conversation with amber I asked for her regional manager contact number and I was told to call 1-800- customer service. Not only she has an attitude on the phone, but she also lacks of integrity. I had to call another branch manager in temecula (Jorge) about my horrific phone conversation experience with Amber. Jorge was very polite and clearly empathized with me. He gave me district manager name and phone number. I am hoping this matter will get resolved immediately.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to be credited on seven over draft fees. Also lunch an investagation in to ambers inappropriate phone conversation with me. In my opinion she should be reprimanded.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Dear Mr. *******: We received your request for assistance filed with the Better Business Bureau of Minnesota and North Dakota regarding your interactions with our Lakeside Albertsons Office. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. Thank you for allowing us the opportunity to respond. Please accept our apologies for any frustration or inconvenience this matter may have caused you. It is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. Please know that we have shared your experience with the appropriate management teams, including the district and regional offices that oversee the branch of concern. As you are aware, our records indicate that your checking account ending in 1652 was overdrawn by a negative available balance of $29.86 as of the end of the business day, November 25, 2015. We show that a deposit was made to bring the account back into good standing but this deposit was not made until November 26 and did not post to your account until November 27 due to the holiday. Your account was assessed two $36 Overdraft Paid Fees from items that were paid into a negative available balance on November 25. Additional items continued to process through your account in the coming days which again led to further negative available balances and additional fees. In all, your account was assessed seven $36 Overdraft Paid Fees between November 27 and December 1. We understand that you've been in contact with the district offices that oversee our Lakeside Albertsons Office since initially escalating your concerns and request for fee refunds with the branch manager. The district offices reviewed your account and acknowledged your attempts to bring the account back into good standing. Our records show that the branch manager had already refunded $25.20 worth of the fees on December 1 and that the district offices refunded an additional $100 on December 2. In all, we reimbursed a total of $125.20 of $252 in fees assessed. We felt this was fair compensation as the fees were not the result of any identifiable bank errors. We will also review this matter with the branch manager to take advantage of any coaching opportunities that may arise based on our findings. Mr. *******, we are again sorry to learn of this matter and hope the information contained in this response is helpful. Please know that we value your business and that we consider it a privilege to serve your financial needs. Sincerely, (signed) Executive Communications U.S. Bancorp

12/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged Overdraft fees when I should not have been. On 11-23 my balance shows a positive ending balance of $62.26. The next day I deposit $50 bringing it to 112.26. Then an overdraft fee out of nowhere is charged and 5 more there after. There are other items coming out of the account but the account would always be positive had the fees not been charged. I called in looking for an explanation and was told that just because I see it one way that's not the way its processed. Really? Well when I look at my account I expect to see what is exactly going on, not some hidden agenda. I am more than normal on top of my account and anytime I see a negative about to happen I deposit. In this case that happened twice and I was still charged. This is unacceptable and I should never have been charged the 6 OD fee's totaling $216.00.

Desired Settlement: I am just asking that the 6 OD fees from 11-23-2015--11-30-2015 be refunded to my account in the amount of $216.00

Business Response: Initial Business Response /* (1000, 6, 2015/12/07) */ Dear Mr. ********: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank checking account. We appreciate the opportunity to respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly the customers we serve each and every day. The U.S. Bank Deposit Account Agreement and Consumer Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement and attachments is a contract between the Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the Terms and Conditions of your account. Copies of these brochures are enclosed. The section of the Deposit Account Agreement titled Insufficient Funds and Overdrafts provides definitions of each and explains what our options are each time an overdraft or insufficient funds situation occurs on your account. It states that we charge an Overdraft Paid Fee for each item or transaction that we pay that causes the available balance to become negative or occurs while the available balance is negative on your checking account. An overdraft can happen, for example, if money is withdrawn from your account and there is not enough money left to pay outstanding transactions when they post to the account. The Overdraft Paid Fees are assessed the business day following the day of the overdraft occurrence; therefore, it is possible to see fees assessed on the same day that a deposit is made. The Overdraft Paid Fees are $36 for any transaction in the amount of $5.01 or more, any items $5 or less will receive no fee. Our customers have the option to choose how they would like us to handle their account by selecting "Yes" or "No" to the payment of overdrafts for ATM and every day check card transactions. If the customer chooses "No", we will automatically decline those transactions, thus avoiding any related overdraft fees. If however, the customer elects "Yes" to allow us to cover and pay those transactions, fees may be incurred. Our records confirm that you elected "Yes" to ATM and everyday check card Overdraft Coverage when your account was opened through usbank.com on March 13, 2015. Therefore, ATM and every day check card transactions presented for payment were authorized, paid and assessed fees if the transactions were paid on a negative balance. In order to limit the amount of potential overdraft fees you receive in the future, an option available to you as an account holder is to change your ATM and everyday check card Overdraft Coverage election from "Yes" to "No". In doing this, U.S. Bank would decline future ATM and every day check card transactions if the balance is not sufficient to cover them. If you would like to change your ATM and every day check card Overdraft Coverage election, please contact us at the below number or visit any U.S. Bank branch location. It is also important to keep in mind that when we receive an electronic notice that a U.S. Bank Check Card (non-PIN) transaction has been authorized against your account, we will immediately place a hold on your account for that amount. Your available balance will be reduced by the amount held for all pending check card (non-PIN) purchases from the time we receive the notice until the item is presented, a completion message is received, or three business days, whichever occurs first. During that time, sufficient funds may not be available to pay checks or other electronic transactions, and you may be subject to fees. Please allow me to explain the overdraft situation which occurred on your account on November 23. Your beginning account available balance on November 23 was $706.45. You had pending transactions totaling $90.17 which brought your account available balance to $616.28. Transactions totaling $644.19 were paid from your account which brought your available balance negative $27.91. As such, your account was assessed a $36 Overdraft Paid Fee on November 24. A $50 deposit was credited to your account on November 24. However, in order to avoid an item from being paid on a negative balance, that deposit needed to be made on November 23. On November 24 four debit card transactions totaling $80.63 were paid from your account. You elected "Yes" to ATM and everyday check card Overdraft Coverage, so your account received three $36 Overdraft Paid Fees on the following business day, November 25. In addition, a debit card transaction for $9.54 was paid from your account on November 25. Subsequently, you received another $36 Overdraft Paid Fee the following business day, on November 27. A $40 ATM withdrawal posted to your account, further reducing your negative balance and you received a $36 Overdraft Paid Fee on November 30. Enclosed are the Notices of Insufficient Funds which were mailed to you regarding these overdraft occurrences. We apologize that you feel your interactions with our customer service representatives were unsatisfactory as per your complaint. Please know, we place a high value on working with our customers. While our representatives make every effort to explain our policies and procedures and to answer any questions our customers may have, it is the customers responsibility to become familiar with the account terms. Mr. ********, after a careful review of your account we have found the overdraft fees referenced in your complaint to be correctly assessed according to policy. As the account holder, it is your responsibility to maintain an accurate check register and know your balance before authorizing debit transactions. Your request to refund the fees will not be honored. Please understand these fees are not arbitrary and they are assessed uniformly. We appreciate your business and we hope the above explanation is helpful. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (872.2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking

12/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: (BBB copied word for word from original Document. Please see attached file.) "To Whom it May Concern I am writing this letter to see if you can help me. On Sept. 4, 2015 US Bank took $1443.26 out of my checking account when I only approved for a payment of $59.00. I paid by phone each month and at the end of the call they always repeat the amount of the payment and they give you a confirmation number. When I started to receive overdraft from my bank I call my bank and they told me US Bank took $1333.26 so I call US Bank and replace $1384.26 back in my checking account. I received a total of 6 $29.00 overdraft which total to $261.00 I gave all the information to US Bank for proof. But they are refusing to refund $261.00 back. I feel they should be made to give it back when I was there doing if they would had only took the $59.00 that I approved we would not hade any problem. I have to live on a fixed income so I can't afford to loose any money. Phone: 1-877-373-6192 US Bank P.O. Box 790408 St. Louis, MO 63179-0408 If you need further information find free to contact me Virginia K. Michaels 6390 West Township Road. 36 Kansas, Ohio 44841 Phone: 419-986-5812 Cell: 419-618-5275 Also in close is a copy of their letter"

Desired Settlement: The consumer wants a refund of $261.00.

Business Response: Initial Business Response /* (1000, 15, 2015/12/07) */ Dear ******** K. ********: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concern regarding the payment made to your account on September 4, 2015. Our records confirm that your $1,443.26 payment made on September 4 was conducted through our Interactive Voice Response (IVR) system. Our IVR system prompted you to provide all relevant information pertaining to the payment, including the deposit account which was to be utilized for payment as well as the specific payment amount. A payment is only processed after our IVR system has read back the details of the payment and gathered verbal consent from our ********, who is required to say yes in order for the payment to proceed. Please note that we record telephone calls when one of our customers makes a payment through our IVR system. Each recording captures the payment amount and verbal consent to the payment. We have taken this time to review the recorded telephone call from September 4, for verification of accuracy and quality. Our IVR system indicated it would review the details of your payment, detailing that you would like to make a one-time payment for $1,443.26, from your deposit account on file that ends in XXXXXX with routing number XXXXXXXXX, for a ******** with a Social Security number ending in your last four digits (the numbers were read off, and match our records for your Social Security number; we have redacted those numbers for your security). It asked if you wanted to authorize the payment by saying yes or no. You said yes at this prompt; as a result, your payment was processed. You were provided with reference number XXXXXXXXXXXXX to confirm the payment had been scheduled. On September 11, you contacted our Cardmember Service Department and indicated that you did not intend to pay $1,443.26, and requested that $1,384.26 be returned to your deposit account. Your request was reviewed by our Payment Research Department on September 14, and the funds were returned at that time. Your credit card account was debited $1,384.26 to reflect this return. A review of your account interactions indicates there was no bank error involved with either the payment scheduled on September 4 or our assistance in returning your funds on September 14. While we are sorry to learn of your dissatisfaction with the payment process, we are unable to credit fees which were assessed to your deposit account related to this payment. Although we were unable to comply with your request, your business and support are important to us. If you have further questions concerning your account, please contact our Cardmember Service Department at 877-373-6192 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service

12/18/2015 Guarantee/Warranty Issues
12/18/2015 Delivery Issues
12/18/2015 Advertising/Sales Issues
12/17/2015 Problems with Product/Service
12/17/2015 Problems with Product/Service
12/17/2015 Guarantee/Warranty Issues
12/16/2015 Delivery Issues
12/16/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service
12/14/2015 Problems with Product/Service
12/14/2015 Advertising/Sales Issues
12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Would not refund points back to account US Bank rewards have a program to get airline tickets, consumer goods, and cash. I browsed their selection November 25th and choose an item, a kitchen knife Order Number: 4509634. After my selection processed I realized this knife was not the 5" as sold in stores and would not fit in my countertop block. It was a 7". I immediately called consumer service and neither the representative nor the manager could stop the processing of the order. The result is something I cannot use at the expense of my points which have/had a value of 13,500 = $135 cash.

Desired Settlement: I would like my points refunded and added back to my account. If this cannot be done, I would like a VISA gift card in the amount of $135 so I can purchase the correct knife on the open market.

Business Response: Initial Business Response /* (1000, 5, 2015/12/04) */ Dear ***** M. ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau (BBB) of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding your recent rewards redemption. We are sorry to learn of your dissatisfaction when you processed an online redemption using a total of 13,500 FlexPoints on November 25, 2015. As you communicated to us, within your written correspondence through the BBB, the merchandise you redeemed was not what you desired. Please know that, when processing an online redemption, you have the opportunity to view the Terms and Conditions prior to finalizing your purchase. The Terms and Conditions advise that redemptions are final and that items can only be returned if the merchandise is damaged, defective or mis-shipped. As a federally regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. After thorough research, we have determined that U.S. Bank has not deviated from generally accepted banking practices regarding your recent rewards redemption. As we can confirm that there was no bank error involved, we are unable to comply with your request to cancel the redemption, refund the FlexPoints, or issue a gift card to reimburse you for the redeemed rewards. Please understand that implementation of any policies or procedures does not occur without our most careful consideration. It is certainly not our intention to make you feel unappreciated as a customer. This policy is not arbitrary and it is applied uniformly and without prejudice. Although we were unable to comply with your request, your business and support are important to us. If you have further questions concerning your account, please contact our Cardmember Service Department at 877-978-7446 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */ The customer indicated that he/she accepted the business response.

12/11/2015 Billing/Collection Issues
12/11/2015 Problems with Product/Service
12/11/2015 Problems with Product/Service
12/11/2015 Problems with Product/Service
12/10/2015 Billing/Collection Issues
12/10/2015 Delivery Issues
12/10/2015 Problems with Product/Service
12/10/2015 Problems with Product/Service
12/10/2015 Billing/Collection Issues
12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A gift was purchased for me by a family member in April of 2015. Upon trying to activate the card I could not. After several phone calls to US Bank (on several occasions I was hung up on or put on hold for more than 30 munites) I found the card had been compromised prior to purchase. Therefore the funds were never accessible. In July of 2015 I was given a number to fax a replacement card request to but no way to confirm receipt. Customer service clams they do not have that information to give out. In both August and September 2015 I faxed the information in again. On 11/28/15 I have called customer service again and they will not even speak to me without knowing the dollar amount on the card. It was gift - how am to know? The family member who gave it to me can no longer remember. It was $100 or over.
Click here to Get the File - use the Password: 2DB17B15
https://bluecomplaints.bbb.org/attachment/?c=10971616 Product_Or_*******: Gift Card Account_Number: 5428376210279870

Desired Settlement: DesiredSettlementID: Other (requires explanation) For someone with the Lost Stolen Replacment Card Request Department to contact me to get the card/dollar amount replaced.

Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ Dear Ms. *********, We received your complaint filed with the Better Business Bureau (BBB) regarding a U.S. Bank-issued Gift Card. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Thank you for affording us the opportunity to respond to your concerns. Your complaint indicates concerns about a gift card that you received as a gift. You state that you have contacted us multiple times as you have been unable to use the card. You are asking that we provide you with a replacement card. After further research, we have determined that you had originally reported to us August that card ending in 9870 was not able to be used. At that time you were asked to provide a copy of the front and the back of the card to our fax number. To date we have not received this documentation. We have however made an exception to our process and have used your BBB complaint as documentation. Your card has been replaced and you should receive is in 7-10 business days. The card balance is $75, the original amount loaded to the card in April. Ms. *********, we are truly sorry your experience with the U.S. Bank-issued Gift Card was not satisfactory and we regret any inconvenience this may have caused for you. My contact information is being provided to you by mail. Please contact me if you have any further concerns about this matter. Sincerely, (signed) U.S. Bank Prepaid Operations Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank force placed insurance on our home mortgage with them when there was already insurance for the last 3 years without interruption. We received a letter from the bank asking for proof of insurance for which between myself and my insurance agent we provided no less that 6 times. The insurance has never been cancelled during the 3 years we have had the mortgage and carried the entire time. Even after receiving proof, they have force placed insurance and billed our principal on the account for something that should have never happened due to their obvious broken process. We have since walked into the local US Bank branch providing them all of the necessary papers showing there was insurance the entire time yet we continue to not be credited nor correction being made. Unfortunately this is a last ditch effort to try and get to the right person that can correct the error before being forced to taking up legal counsel for help.

Desired Settlement: We want the forced charges refunded immediately and accounting of the principal and interest since applied in error.

Business Response: Initial Business Response /* (1000, 5, 2015/11/27) */ Dear ***** M. and ********* L. ****: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your lease account with U.S. Bank. We appreciate the opportunity to respond to your concerns. First and foremost, we are truly sorry for any inconvenience or frustration which may have occurred, as it relates to your attempt to provide us with proof of your hazard insurance policy. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Whenever a customer feels we have not delivered the level of service they expected to receive, we appreciate being made aware of the circumstance so it can be immediately reviewed and appropriately addressed. Upon researching your account, we have determined that the information you provided in regards to your insurance has been received; however, it is insufficient in allowing us to remove the force placed insurance coverage. The proof of coverage provided for your insurance policy from August 22, 2015 through August 22, 2016 was premium payment notice. We are unable to use this information to remove the force placed insurance coverage, as it does not provide the types of coverage and amounts that your policy covers. We did receive an explanation of coverage for your policy dated August 22, 2014 through August 22, 2015 from Foremost Insurance Company along with the premium payment notice, but unfortunately this does not allow us to remove the force placed insurance coverage for your current policy. For your convenience, I have enclosed (by mail) copies of the documents we received. In order to remove the current force placed insurance coverage, please provide a copy of the declaration page indicating the types of coverage and amounts covered by your current policy. We also ask that the property address or the serial number to the home be displayed on the declaration page so that we are able to match the policy to the account. You may send proof of the current policy by fax or mail to: U.S. Bank N.A. Its Successors and/or Assigns P.O. Box 1551 Springfield, OH 45501-1551 Fax: (XXX) XXX-XXXX Attn: Tanya ******** Again, we regret any inconvenience or frustration this matter has caused. It is our goal to provide efficient, knowledgeable, and courteous service. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (872-2657), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (3000, 10, 2015/11/30) */ You have the proper documentation and its been provided multiple times by my insurance company to your employee at our local branch. If its not making it to the right parties contact him: P. Cort Nations Asst Branch Manager North Silverbell Office Tucson, AZ XXXXX XXX-XXX-XXXX. If there is something wrong with it contact me so I can reach out to Foremost Insurance and we can have them provide whatever you need. There has never been interruption with our insurance and why did this not come up previously when their documents have not changed from year to year with the same information. ***** **** XXX-XXX-XXXX Final Business Response /* (4000, 12, 2015/12/07) */ Dear ***** ** and ********* L. ****: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your lease account with U.S. Bank. We appreciate the opportunity to respond to your concerns. Upon further research, we have determined the original insurance documents were received from the branch on November 19; however, the notice of insurance for the August 22, 2015 to August 22, 2016 policy was not provided to us at that time. As of November 30, the proper documentation was received and the force placed insurance was cancelled on December 1. A principal reduction in the amount of $629.93 has been applied to your account effective August 22, 2015. Although the coverage on your insurance policy may remain the same, we ask that a new declaration page be provided each time the policy has been renewed. Insurance documentation may be faxed or mailed to: U.S. Bank N.A. Its Successors and/or Assigns P.O. Box 1551 Springfield, OH 45501-1551 Fax # XXX-XXX-XXXX Again, we regret any inconvenience or frustration this matter has caused. It is our goal to provide efficient, knowledgeable, and courteous service. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (872-2657), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations

12/7/2015 Problems with Product/Service
12/7/2015 Advertising/Sales Issues
12/4/2015 Advertising/Sales Issues
12/4/2015 Problems with Product/Service
12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom it May Concern; On October 23rd I deposited a pay roll check to the new bank called US Bank. I thought by law pay roll can be released right away. Some items came through like 18 for my life insurance policy and a check for summit animal hospital which was returned for NSF. It really bothered me all day, in fact it made me cry. I can no longer write checks for summit animal hospital. I should of stayed with Chase. I had no returned items, they were very kind & polite to me. In the next few weeks I plan to go back to Chase. I’m enclosing a card from US Bank. To be resolved form US Bank I want the funds put back for what was over drawn. I got lousy service from US Bank. I will be leaving them in a couple of weeks. Respectfully yours

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ Dear Ms. *****: I am responding to your complaint filed with the Better Business Bureau concerning a hold on funds deposited into your account with U.S. Bank. We appreciate the opportunity to respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly the customers we serve each and every day. At U.S. Bank, our goal is to make funds deposited by our customers available for use as quickly as possible. In an effort to protect our customers and ourselves against check fraud, forgery or other related risks there are guidelines that have been set forth regarding funds availability. Federal Regulation CC is a banking regulation that allows banks to hold funds for a certain amount of time. Our Funds Availability Policy is based on provisions set forth by Regulation CC and is detailed in the Deposit Account Agreement brochure that is provided at the time an account is opened. This booklet is also available in the lobbies of all branch locations. It is revised periodically, and the most recent version is always the controlling version. By signing your checking account signature card, you acknowledged your receipt of a copy of the Deposit Account Agreement, which contains the terms and conditions governing your account with us and constitutes our written agreement with you. Copies of these brochures are enclosed (being sent by mail) for your convenience. On page 36 of the Agreement under the section Determining the Availability of a Deposit-All Accounts titled Special Rules for New Accounts-Retail Consumer and Small Business Accounts indicates if you are a new customer, during the first 30 days your account is open, funds from check deposits (excluding electronic direct deposits, wire transfers, cash, etc.) will generally be available on the fifth business day after the day of your deposit. On Friday, October 9, 2015, a deposit in the amount of $376.04 was made at our Countryside Office. Generally, if you make a deposit of items such as government checks, federal disability checks, cashier's checks, Federal Reserve checks, etc. in person to one of our employees, our policy is to make the funds from those deposits available no later than the first business day after the day of the deposit. If you do not make your deposit in person to an employee, the funds from these deposits may be available no later than the second business day after the day of the deposit. However, we may delay funds for a longer period of time for security purposes. Please understand, a paper payroll check is not considered cash and was not one of the items referenced above. Therefore, a five business day hold was placed on the deposit. Please know, these funds were simply "on hold" and were ultimately made available to you on October 19 under the guidelines referenced above. Ms. *****, we apologize for any inconvenience or misunderstanding regarding our funds availability policy. Please understand implementation of any policies or procedures does not occur without our most careful consideration. Our policy was designed to protect our customers, as well as U.S. Bank, from unnecessary losses. It certainly was not our intention to make you feel unappreciated as a customer. As a new customer, we apologize that our teller did not advise you that your deposit would be held for five business days. Although this is outlined in the enclosed Deposit Account Agreement we provide to you upon account opening, we pride ourselves in being transparent with our policies. As a federally-regulated national bank, U.S Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. The fees referenced in your complaint were assessed according to policy. Although no bank error has occurred, since account opening we have refunded a total of four overdraft paid fees totaling $144 and one extended overdraft fee in the amount of $25 to your account as a courtesy. No additional refunds will be made in the absence of a bank error. Ms. *****, currently your account is overdrawn with a negative balance of $114.71. Your account can be placed in a "pending to close" status by contacting us at the number listed below. This will put a hold on the account, and any future debits will be returned from your account unpaid. When your account is brought to a zero balance, it will be closed. However, if an account remains in overdraft status for 45 calendar days, our practice is to forcibly close the account in order to comply with regulatory guidance. Please make a deposit to bring the account current in order to avoid possible forced closure of your account. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800-USBANKS (872-2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */ To Whom It May Concern; To say thank you for all your help from the BBB. The response from US Bank I am not happy with that. I should not have to pay them the 114.71 they cost me 125.00 from summit animal hospital and I had to pay $36.00 for mutual of Omaha my life ins. Policy. This not fair I totally disagree with this & I totally believe they are wrong. If I have to pay it I cannot pay it in full as I have Cervical Cancer. I no longer have debit cards or checks as they were destroyed. Thank you

12/3/2015 Guarantee/Warranty Issues
12/3/2015 Problems with Product/Service
12/2/2015 Billing/Collection Issues
12/2/2015 Problems with Product/Service
12/1/2015 Advertising/Sales Issues
11/30/2015 Problems with Product/Service
11/30/2015 Billing/Collection Issues
11/30/2015 Problems with Product/Service
11/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank has been misappropriating our extra payment funds. We have been paying extra towards our mortgage (principle) and US Bank has been misappropriating the funds. They have been applying the additional funds towards the upcoming month's payment without informing us of their actions. US Bank continues this practice even though our account has been flagged to apply any over payment towards the principal. We have also submitted comments along with our payments stating how the extra funds should be applied which is being ignored. We have confirmed with our credit union that the comments are submitted to the payee. We have contacted customer service on multiple occasions to have the funds reversed and applied correctly with unsatisfactory results. Our first complaint took three weeks to be corrected properly, which after the reversal of the payment, the correction ended up putting our account delinquent and redirecting our future calls through their collection department. US Bank finally corrected the issue ONLY after speaking with a supervisor and multiple phone calls. As of today, our November payment still has not been corrected after contacting customer service on Friday, October 30th, 2015 at 7:14 AM MT. Three follow-up calls have been made since. We have also submitted a complaint through US Bank's website on November 5th at 7:13 PM MT requesting that someone from management contact us regarding these continuing issues. They have yet to contact us. During one of our calls we stated that based on our frustration with US Banks lack of response that we would submit a complaint on Facebook and to the BBB. The customer service representative stated, "Whatever makes you happy sir", this tells me that they know what they are doing and will continue with these unethical business practices. Also, based on another recent customer complaint (October 30th) to the BBB, it appears that US Bank purposely practices this business behavior. We have chosen to file a complaint with the BBB at this time and will be seeking advice if these practices continue.

Desired Settlement: We simply want any additional funds applied towards principle accordingly at the time the payment is received. Also, after they admitted knowing that that our account was flagged and continue with these practices, we would like someone from management to contact us through this complaint and via phone regarding our concerns.

Business Response: Initial Business Response /* (1000, 5, 2015/11/23) */ Dear ******* and ***** ****: This letter is in response to your complaint, filed with the Better Business Bureau of Minnesota and North Dakota, which was received by U.S. Bancorp on November 18, 2015. I have been asked to respond to your concerns regarding the above-mentioned account, and appreciate the opportunity to do so. Please accept our apologies concerning your experience with your mortgage account. We have reviewed the concerns you communicated with the appropriate response team. We have completed a reversal of the funds in the amount of $1,209.16 applied to your December 1 payment and reapplied to your principal balance with an effective date of October 29. We apologize for the frustration and inconvenience this has caused you. Whenever a mortgagor feels we have not delivered the level of service they expect to receive, we appreciate being made aware of the circumstance, so it can be immediately reviewed and appropriately addressed. Please be assured the appropriate Management Teams have shared, reviewed, and addressed the issues brought forth by you. We wish to assure you this is an exception and does not indicate the quality of service provided by us. We have reviewed your account and confirmed when you spoke with us on October 19, 2015 your account was noted to have any additional funds sent in with your monthly payment applied as a principal curtailment. Unfortunately, the payment application indicator was not updated at that time causing the misapplication of the funds received on October 29, 2015. Although your account was noted to apply all extra funds to principal, please know, since your payments are being received electronically through the Bill Consolidated Payments system and processed through an automated system, the funds are applied as designated by the payment application indicator. We have updated the payment application indicator on your account to apply one payment with any additional funds applied to principal. In regards to the complaint you submitted through our website on November 5, 2015, we have completed thorough review of our records and were unable to locate your complaint. We show record of you having logged into the website; however, there is not a record of communication being submitted through the website. We regret any inconvenience or frustration this issue may have caused for you. Please be assured we truly value you as a U.S. Bank Home Mortgage customer and we consider it a privilege to serve your mortgage needs. Should you have any further questions or concerns regarding this matter, please feel free to contact our Customer Service Center at 800.365.7772, or you may also visit our website at usbankhomemortgage.com. Sincerely, (signed) U.S. Bank Home Mortgage Customer Advocacy Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/11/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I deposited 2 exactly same checks through ATM and was going to get a cashiers check from the bank for my daughter's school the next day. When I checked my balance the next day, the deposit showed for only 1 check. I called the customer service who tried to talk to the branch manager, who said that the checks were not valid and were returned to me. On my asking, if they were not valid, why was one check deposited and the other not, to which the manager said that they were returning both the checks back. After 10 days, I get only 1 check back (that too a copy of the check), the other one was deposited (I don't know why). Now, I'm late for my daughter's fees in school and can't deposit the check anywhere as it's just a copy. And the mental turmoil that they caused me because of insufficient knowledge is beyond comparison. Product_Or_Service: check deposit Order_Number: susr094

Desired Settlement: DesiredSettlementID: Finish the job The Branch manager disciplined for her lack of knowledge, possibly fired. And I need both my original checks returned to me and the bank compensate for the money used as it was their fault that one got deposited and the other did not.

Business Response: Initial Business Response /* (1000, 10, 2015/11/27) */ Dear Ms. ****: We received your request for assistance from the Better Business Bureau. U.S. Bank is committed to the customers we serve and we appreciate the opportunity to respond. We're sorry to learn of the inconvenience you experienced after we rejected one of the two $1,500 checks you deposited via ATM on November 10, 2015. Our goal is to provide efficient, accurate and courteous service, and we share your disappointment if you feel we have not lived up to these expectations. Our records show one of the checks in your deposit had two payees listed, one of which was not listed as an owner on your account. While we may accept properly endorsed checks as a deposited item on a case by case basis (typically at the branch's discretion), we retain the right to reject such items depending on factors including, but not limited to, the dollar amount, payee endorsements and the method of deposit. In accordance with the enclosed Your Deposit Account Agreement, which governs the terms of your checking account, we may refuse to credit you for ATM deposits that fit into certain criteria and are not negotiable via the ATM (Deposits of Checks at ATMs, pages 9-10). Although ATM deposits credit to your account immediately after you complete the transaction, they are subject to adjustments upon review. Your November 10 deposit of two checks totaling $3,000 met certain criteria noted above and upon review we determined we would be unable to negotiate one of your deposited items because the second payee was not a signer on your account. Following ATM Deposit Processing standard practice in such instances, the deposit was reversed on November 12 and we sent an Image Replacement Document (IRD) to your account address on that day. It's our understanding that Teller Coordinator (redacted) at our Livermore office spoke with you about this matter. We truly regret if you received any inaccurate information from any of our other branch representatives, but (redacted) recalls explaining the deposited check was rejected because it was payable to both you and your daughter, a minor who is not a signer on your account. She suggested you return to the branch so she could assist you in potentially opening a custodial account and depositing the check into it. (redacted) also recalls that you showed her the IRD you received and she told you it is a legal copy that can be negotiated, but you insisted we return the original. Please consider this as confirmation that the IRD we sent to you is a legal representation of the original item, and you may use it exactly as you would the original check. To make check processing faster, federal law permits banks to replace original checks with "substitute checks." For more information regarding our policy on substitute checks and the Check 21 Act, please see page 7 of the enclosed agreement. We are unable to provide you with neither the original check that was rejected for deposit, nor the original check that we accepted for deposit and credited to your account. We sincerely regret the returned deposit resulted in frustration for you. We hope the information provided in this response clarifies the responsibilities of both account holders and the bank relative to deposit processing. As the copy of the check we returned to you is legal tender and may still be negotiated as you would the original, please understand that we're unable to compensate you for it. Ms. ****, thank you for making us aware of these circumstances and for allowing us to respond. Your business is important to us and we value your input. Sincerely, (signed) Executive Communications U.S. Bancorp Initial Consumer Rebuttal /* (3000, 12, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bank is at fault again as it is providing wrong information.Both the checks had 2 payees listed on them. The bank manager or the representative is obviously not looking at the original checks and the rep at the bank even refused to provide me with the images. Their investigation is only based on what their ATM dept is telling them. I have requested copies of both the checks from Fidelity and it clearly shows that both the checks have two payees, so there is no reason why one check should be accepted and the other is not. The only reason it happened is that the bank is trying to cause distress to their customers on purpose! This is very negligent and unpardonable mistake on the part of US bank. I want them to provide me copies of my checks and then write something back.

11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing a complaint because first the representatives when you call are rude and misleading with the exception of one person. The real issue is US Bank charged me overdraft fees, one of them on October 15th the balance wasn't even negative. I had 57.14 available then a charge for 32.03 came through which left me with $25 plus but I received a NSF afee. I request that they remove the overdraft fee and I had 3 others after that, I think they should waive because of their error. I have been a customer with them since 2009 and this is in reference to the account ending in 347800. I also want the highest manager to contact me so I can speak directly about my experience. I've been with them for some time and their customer service is getting horrible! I have screen shots I can provide if needed.... Account_Number: 103678347800

Desired Settlement: DesiredSettlementID: Billing Adjustment As explained above, I would obviously want the NSF waived from 10/15 that shouldn't have been charged and I also had 3 other ones that day. I would like an additional one waived if not ALL of them to prove they do know how to show good customer service. The account this is in reference to is the one ending in 347800. Also, I did have a NSF waived this evening 11/06 because it was charged because of a $2 fee they charged so I do not want any confusion with tonight's transaction.

Business Response: Initial Business Response /* (1000, 10, 2015/11/17) */ Dear Ms. *******: I am responding to your complaint filed with the Better Business Bureau concerning overdraft fees that were assessed to your U.S. Bank Checking account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly, the customers we serve each and every day. As requested, we attempted to contact you by phone to discuss this matter on November 12, 2015 at the phone number provided on your complaint but were unsuccessful. Please know that your feedback is important and we are sorry that you were unsatisfied with your interactions with our customer service department while attempting to resolve your issue. It is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. The U.S. Bank Deposit Account Agreement and Consumer Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement and attachments is a contract between the Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the Terms and Conditions of your account. Copies of these brochures are enclosed. The section of the Deposit Account Agreement titled Insufficient Funds and Overdrafts provides definitions of each and explains what our options are each time an overdraft or insufficient funds situation occurs on your account. Specifically it states that we charge an Overdraft Paid Fee for each item or transactions we pay that causes the available balance to become negative or occurs while the available balance is negative on the checking account. The overdraft and/or returned item fees are assessed the business day following the day of the overdraft occurrence, therefore it is possible to see fees assessed on the same day that a deposit is made. The overdraft and insufficient funds fees are $36 per item. In the event the available balance at the end of the business day is or would be overdrawn $5.01 or greater, an overdraft paid and/or overdraft returned fee(s) may be assessed. In the event the available balance at the end of the business day is or would be overdrawn $5.00 or less, a fee will not be assessed. In addition, fees are subject to a daily maximum of four overdraft items paid and four overdraft items returned (NSF), a maximum total of 8 per day. In addition, we provide you with two balances for your account. The first balance is the account balance (also called the ledger balance). This is your balance prior to processing any adjustments due to held funds. The second balance is called the available balance. The available balance is used to determine what funds are available in your account for your use. It is also used to determine if an overdraft has occurred on your account. To calculate this balance, we take the account balance and subtract any held deposited funds and/or outstanding debit card authorizations. This means that while your account balance may not become negative, overdraft or insufficient funds fees may be charged if the debits exceed your available balance by $5.01 or more. Please know that we do not double charge fees for the same transaction nor do we hold deposits to assess fees. Please allow me to explain the overdraft occurrence that took place in your account on October 15 to assist you in gaining a better understanding as to why fees have been assessed to your account. Your beginning account balance on October 15 was $57.14. The account had one pending debit card transaction to Walgreens in the amount of $51.18 which brought your available balance to cover any additional items presented for payment on that day to $5.96. Four automatic web payments totaling $240.85 were presented for payment and paid resulting in a negative balance of $234.89. Consequently, four overdraft paid fees were assessed to the account, the following business day. Please refer to the enclosed Notice of Insufficient Funds letter we sent to you for details on these transactions. Furthermore, our records indicate a deposit in the amount of $1,057.37 was credited to your account on October 16 bringing your available balance to positive $822.48. Please understand, the deposit would have had to have been made on or prior to October 15 to avoid the items being paid on a negative balance. Ms. *******, only you as the account owner know all of the debits you have authorized against your account and as the account owner it's your responsibility to have funds available in your account to pay all debit transactions you have authorized. The best way to avoid an overdrawn account is to track your balance, deposits and withdrawals. Our free Online Banking and automated phone system are both available 24 hours a day to give you complete control of your account balances and activity. It is important to know that when you review your account on our website the account history screen lists each debit and the account balance remaining after each debit. If the account balance has a double white carrot symbol circled in blue next to it the account and available balance are not the same. Clicking on this symbol will provide information regarding the available balance which may include pending debit card authorizations. In addition, your available balance is shown on the initial account summary and at the top of your account detail page. We also offer different types of text or email alerts that will let you know when your balance falls below a designated amount. Please visit our website at www.usbank.com for more information regarding account alerts. You may also contact us that the phone number referenced below for assistance. We apologize if you disagree with our fees; however a careful review of your account shows that all overdraft fees have been correctly assessed according to policy. Please understand that our fees are assessed uniformly and such fees are typically only refunded in the event of a bank error. As indicated in your complaint, we refunded a $36 overdraft paid fee and a $2 counter check fee as a courtesy on November 6 although no bank error occurred with that transaction. Future refunds will not be granted in absence of a bank error. As a federally-regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. We hope the above explanation is helpful. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (800.872.2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (2000, 12, 2015/11/30) */ The consumer indicated that he/she accepted the business response

11/25/2015 Billing/Collection Issues
11/25/2015 Advertising/Sales Issues
11/24/2015 Delivery Issues
11/23/2015 Problems with Product/Service
11/23/2015 Problems with Product/Service
11/23/2015 Billing/Collection Issues
11/23/2015 Problems with Product/Service
11/23/2015 Problems with Product/Service
11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: USBank charged me unreasonable service fees/overdraft fees/charge-off fees and report to agency on no ground. I had a USBank checking account. I have been keeping the account balance above $1500 to avoid the service fee. When I decided to close the account last month, I transferred all the balance to another account outside USBank, and tried to inform them about my decision on closure via secure message. But I received their message back after several days, saying they cannot close until I call them, and they already charged me a monthly fee of $6.95, making my account balance negative. I called them to close the account, and later I found the account was no longer in my online banking account, and I had no way to access it anymore, or pay the monthly fee. But today I received an email saying they are going to charge me $25 per week overdraft fee, as well as a $30 charge-off processing fee in December. Also they are going to report this to consumer reporting agency. I think USBank is being ridiculous in this case. I informed them to close the account in the first place, but they did not, and charged me a monthly fee instead. Now they are saying I overdrafted the account because of they putting a unfounded monthly fee on my account, and they are going to charge me $25 per week based on that, as well as a $30 charge-off fee. Even if I intended to pay tha6 $6.95, I had no way to do so now since it is no longer in my online account. I want them to remove all these unreasonable fees, and properly close my account as in good standing.

Desired Settlement: I want USBank to remove all these unreasonable fees, and properly close my account as in good standing.

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ Dear Ms. *****: I am responding to your complaint filed with the Consumer Financial Protection Bureau and the Better Business Bureau concerning your checking account ending in 1317. We appreciate the opportunity to respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly the customers we serve each and every day. In your complaint you state that you requested to close your account via secured message and were informed that you would have to contact us by phone to request the account closure. Our records indicate you contacted our 24-hour banking department to close your account on October 30, 2015. At that time the account was overdrawn with a negative balance of $6.92. Please understand we are unable to close an account at a negative balance; therefore, we placed your account in a "pending to close" status. This placed a hold on the account in which all future debits would be returned from your account unpaid. Furthermore, you mentioned in your complaint that you received an email stating that you would be charged a $25 extended overdraft fee as well as a $30 charge-off processing fee in December. Generally, we do assess an extended overdraft fee of $25 beginning on the 8th calendar day if the available balance remains below zero and each week thereafter if the available balance remains below zero. In addition, if an account remains in overdraft status for 45 calendar days, our practice is to forcibly close the account in order to comply with regulatory guidance and a $30 charge-off processing fee is assessed. However, because a service fee overdrew your account and we do not assess additional fees on fees that overdraw an account, your account was not assessed a $25 extended overdraft fee. Ms. *****, although no bank error occurred, as a courtesy we have removed the hold from your account, refunded the $6.95 monthly maintenance fee and the account was closed on November 6 with a balance of $.03. You will receive a cashier's check with the remaining balance under separate cover. One final statement for the account will be sent to confirm the account closure. Please know, as your account was not forced closed, a $30 charge-off processing fee was not assessed and your account will not be reported to a consumer reporting agency. While we regret you have decided to close your account with U.S. Bank, we appreciate having had the opportunity to serve your financial needs, and hope we can be of service to you in the future. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (872.2657), where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */ Consumer indicated that he/she accepted the business response

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was behind one month on my mortgage payment, so I called US.Bank (May, 2015) to set up some type of mortgage payment plan. The person helped me get a payment plan she stated that in 6 months I would be caught up and be on time with my mortgage. After 6 months(October, 2015) of making the timely payments I called to make sure that I was on target and I that could go back to my original mortgage payment plan. I talked to another lady and she said yes I was ok and I can make my original payment plans well I paid the original payment and I get a statement stating that I owe over $400.00 in late fees. I called 11/3/2015 and asked why I was being charged over $400.00 in late fees and the lady stated to me that I was on a payment plan that could not include the late fees. I stated to her first I should have been told this second why give me a payment plan if it doesn't include all the late payments because when you set me up I was already late with my mortgage and it included late fees. When I talked to the representative in October I asked was I caught up. Can I go back to paying my monthly payment she said yes, I asked her twice. I am very upset and mad at the way US bank conducts it business.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I was paying thinking I would be caught up but all along late payments were being added and supposedly house visits which cost me and now I am back to where I started in May, 2015. I would like US Bank to adjust my late payments because unbeknown to me I was not getting a relief. I feel like I was getting ripped off thinking they were trying to help.

Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ Dear ****** *****: This letter is in response to your complaint, filed with the Better Business Bureau, which was received by U.S. Bancorp on November 5, 2015. I have been asked to respond to your concerns regarding the above-mentioned property, and appreciate the opportunity to do so. You were set up on a repayment plan in April 2015. On April 3, 2015 you spoke with a representative regarding your repayment arrangement. The representative informed you of the late fees and waived one late fee as a one-time customer courtesy. The same day we issued your Repayment Arrangement (enclosed). The second paragraph on your arrangement states "All provisions of the Note and Security Instrument remain in full force... This arrangement may not include unpaid fees." Our records do not indicate any home visit fees or property inspection fees listed on your account. The only fees remaining on your account were the late charges in the amount of $426.55. Because you state that you were unaware of the late charges being accrued on your account during your repayment arrangement, we have waived these charges. We apologize for any confusion that may have occurred. Please be assured that we strive to provide a level of service that meets our customers' highest expectations. We appreciate your opinion and regret if we have not met our goal in this instance. Your mortgage loan account is currently due for one payment beginning with your November 1, 2015 installment. Please note that anytime a payment is received after the 15th of the month a late fee will be assessed on your account. We hope this response provides you with the clarification you were seeking regarding your concerns. Should you need to discuss this matter further, please contact the Default Complaints Escalation Center at 855.211.4872, Monday through Friday, 8 a.m. until 7 p.m., Central Time, or via email at **************************@usbank.com. We appreciate the opportunity to address your concerns. Best regards, (signed) U.S. Bank Home Mortgage Customer Advocacy Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */ The consumer indicated that he/she accepted the business response.

11/20/2015 Advertising/Sales Issues
11/20/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service
11/19/2015 Delivery Issues
11/19/2015 Advertising/Sales Issues
11/18/2015 Advertising/Sales Issues
11/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unauthorized contact by US Bank I am an employee of Neiman Marcus NSC. I recently signed up for benefits but never enrolled in their HSA program. I received a call from US Bank that an account was set up for me anyway. I called this company and was told I would have to opt out via a form sent by snail mail. I completed the form and sent it to the address that they indicated. I have since received notices from US bank via postal and email. I have repeated asked the m to stop contacting me because I never enrolled in HSA but they continue to email me. I have expressed by exasperation with Human Resources at my company and they could not understand why this company is pursuing me. The actions of US Bank is bordering on harassment and I want them to cease contacting me. I notified them via email (because I could not reach them by phone) that I would contact the BBB if their emails to me continued but, to no avail

Desired Settlement: No monetary amount. I just don't want to hear from US bank again.

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ Dear Ms. ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. I appreciate the opportunity to respond to your questions regarding a Health Savings Account (HSA). Our records show that the Health Savings Account was initiated through your Employer when signing up for benefits. The account was opened on September 30, 2015 and on October 13we received the signed Request/Account Closure Form from you. The account was closed on October 14, as requested and the account reflected a zero balance. On October 22, you reached back out to our Service Center via email indicating that you do not want the account. Please understand that anytime an e-mail is received from a customer, we must verify the customer's identity prior to providing any account information. For this reason, you received an email response and additional communication from U.S. Bank on October 23. Ms. ******, I sincerely apologize for any inconvenience this experience has caused when trying to close the account. Please contact me directly at the number being provided to you by mail if you have any further questions. Sincerely, (signed) Customer Advocacy Office, Corporate Payment Systems Initial Consumer Rebuttal /* (2000, 7, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank promised a bonus of $200 for opening a checking account and metting some conditions and I complied and they never gave the bonus. I got a flyer from US Bank in mail promising a bonus of $200 for opening a checking account and setting up direct deposit. So I opened an account on 6/30/2015 at their office located at 5888 N. Port Washington Road, WI 53217. Ye-don ****** opened the account. I could not link US Bank account to another bank account to set up a direct deposit, because US bank does not allow such links. I found this out after opening the account. Being in education field and not teaching in summer, I was not able to set up direct deposit from employer in summer because I do not get paid in summer. So I contacted Ye-don Henley about this and she e-mailed that I could pay two bills online and still get the $200 bonus. So I paid multiple bills online and I never got the bonus. I want to upload a copy of Ye-don ********* e-mail but your interface does not allow such attachments. So I will e-mail the pdf file with e-mail communication to Wisconsin BBB and I hope they will send it to you.

Desired Settlement: US Bank should deposit $200 into my checking account.

Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ Dear Mr. ****: We received your request for assistance filed with the Better Business Bureau of Minnesota and North Dakota regarding your interactions with our Bay Shore Office. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. Thank you for allowing us the opportunity to respond. We are sorry to learn of any frustration or inconvenience this matter may have caused you. It is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. Please know that we have shared your experience with the appropriate management teams, including the district and regional offices that oversee the branch of concern. Our records indicate that your checking account ending in 4925 was opened on June 30, 2015. During this time, we were offering a promotion in which current non-checking account customers could open a new checking account and receive a $200 promotional deposit from us for meeting a specific set of criteria upon account opening. Customers who received this offer were required to enter a promotional code upon account opening and set up recurring direct deposits totaling at least $500 within the first 60 days of account opening. As noted in your summary, no recurring direct deposit was established within the first 60 days of opening the account. Although you did not meet the criteria for this specific promotion, we acknowledge that the terms surrounding the promotion may not have been properly communicated to you during account opening. There were other local branch promotions happening at this time and our Bay Shore Office believes that incorrect information may have been provided while you were there opening the account. Because we are unable to verify what was discussed during this interaction, we credited your account $200 on November 9. This credit appears under line item "DDA Interest Expense" in your transaction history and will also appear in the Deposits / Credits section of your next monthly account statement. Mr. ****, we again regret any inconvenience this may have caused you and hope the information contained in this response is helpful. We value your business and consider it a privilege to serve your financial needs. Sincerely, (signed) Executive Communications U.S. Bancorp Initial Consumer Rebuttal /* (2000, 7, 2015/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business resolved the complaint to my full satisfaction.

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gabrielle ****** lied on my account with notes and about what she told me. Hello my name is ****** ****** and I am writing this letter to explain about my most recent experience with US Bank and also inform you all that an employee lied on my account when making notes. I call US Bank on 11/01/15 at 9:22am central time from XXXXXXXXXX and spoke with Gabrielle ****** (ID# GRG0IN5 out of Wisconsin call center she said) and inform her how I made that transfer in error it was suppose to be $1.00 because I was walking a client on how to transfer fund from there external account into their account and my place of employment and I forgot the decimal and it made it $100.00. I wasn't able to use the fund any way because it was on hold with my external account. I ask her for fee refund of $36.00 she ask me to hold and came back and said it gave her an error saying that she have to get a manger approval (I hope this call got recorded or no one deleted the call) she ask me to hold to get Chris her manager or another manger, she then came back and said that not available they all on calls, I inform her that I will hold and we got into a 3minute debate about 2minute hold policy. She then asks me to hold and after about 10minutes or more on hold she disconnect the call (the call end up being about 30minutes). I call back and spoke with Sam (ID# SKEERR3 out of the Ohio call center she said) I ask her is there any notes on my account and she stated yes, I ask her to read the notes and she told me that the last rep (Gabrielle) note that she told me they don't give credit for NSF which is a lie she never told me that she actually tried to give me the credit but needed management approval but call was lost afterwards. So ask to speak with a Manger and she pass me on to Chad (ID# CXSCHN5 out of the Ohio call center he said) I explain to him about what happen how the last rep lied on my account and inform him that I will be making an complaint and his simple respond was that I have that option to make an complaint, he didn't try to acknowledge about how Gabrielle lied and try to rectify the matter. I was almost like he was coming off that he doesn't believe that she lied to me and on my account. I am requesting this to go over to the compliance department for review and also a credit for recent NSF since I was promise that by Gabrielle who couldn't do it because she not a member of management. Someone can call me back anytime at XXXXXXXXXX.

Desired Settlement: I am seeking credit that i was promise by Gabrielle ****** on 11/01/2015.

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ Dear Mr. ******: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank checking account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly, the customers we serve each and every day. The U.S. Bank Deposit Account Agreement and Consumer Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement is a contract between the Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the Terms and Conditions of your account. Copies of these booklets have been enclosed for your review. The section of the Deposit Account Agreement titled Insufficient Funds and Overdrafts provides definitions of each and explains what our options are each time an overdraft or insufficient funds situation occurs on your account. Specifically it states that we charge an Overdraft Paid Fee for each item or transaction we pay that causes the available balance to become negative or occurs while the available balance is negative on the checking account.. Fees are only assessed when the overdrawn balance is $5.01 or more. The overdraft and insufficient funds fees are $36 for any transaction in the amount of $5.01 or more, any items $5 or less will receive no fee. We have received your recent inquiry indicating U.S. Bank has provided misinformation on multiple occasions which has been an inconvenience to you. Attempts to contact you by phone to discuss this matter have been unsuccessful. First and foremost, we are sorry for your experience with our customer service department as outlined in your complaint. Please know that your feedback is important and we are sorry that you were unsatisfied with your interactions with our customer service department. At U.S. Bank we place a high value on working with our customers, and the expectation is for all employees to provide accurate information and to be courteous and professional at all times. Please accept our apologies that this did not happen in your case. Mr. ******, while we regret your circumstance, it remains the accountholder's responsibility to ensure the accuracy of the transacted dollar amount prior to submitting the final transaction. We have determined the overdraft fee that was assessed to your checking account on October 27, 2015 was assessed correctly. Refunds are typically only granted if the fee was assessed due to a bank error. As no bank error occurred with the transaction referenced in your complaint a refund will not be forth coming.. As a federally-regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. We hope the above explanation is helpful. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (800.872.2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */ Customer indicated that he/she accepted the business response

11/16/2015 Billing/Collection Issues
11/16/2015 Advertising/Sales Issues
11/16/2015 Problems with Product/Service
11/16/2015 Problems with Product/Service
11/16/2015 Problems with Product/Service
11/13/2015 Advertising/Sales Issues
11/13/2015 Billing/Collection Issues
11/13/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service
11/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to dispute a claim that has been filed against me on my credit report by US Bank. I am writing to dispute a claim that has been filed against me on my credit report by US Bank. While attempting to lock in a lower interest rate on my mortgage, my lender notified me that I was in default on a payment on a credit card. I was unaware of any outstanding payments or fees, so I contacted US Bank for additional information. I learned that the default was on an annual payment + late fees on a US Bank Flexperks credit card. I deciphered that this card was opened by my father over 10 years ago, and was managed by him. The contact information on file was his address in Michigan and phone number. The bank account used to pay the credit card was his account. My father passed away unexpectedly this past year. I learned that this card has not been used in over a year. I was unaware that there are annual feels on this card. I was unaware that this card was accruing late fees. All of this information was allegedly being sent to my father; however, my mother has subsequently informed me that no mail has been sent by US Bank to my attention. Of note, I live in California. I have subsequently not received any information from US Bank regarding how the bills were being sent to my father - perhaps they were being delivered electronically, although I cannot access my father's email account. As soon as I learned about the outstanding balance I paid it in full immediately. I also transferred the account to my personal contact information, including my home address and phone number, so that I will remain aware of any future charges. Of note, all of my current accounts are paid in full on their due dates, and I had an outstanding credit score prior to this claim. In light of these circumstances - including my lack of knowledge about this credit card, its annual charges and late fees, the fact that my father passed away unexpectedly (i.e., without any planning of how payments would be handled) - yet all information was being communicated to him, I requested that this claim be removed from my credit report. US Bank informed me that disputes need to be sent to RPS Collection & Recovery Support via fax only. I sent in a fax, and weeks later I received a form letter stating that the reporting was accurate and no further action would be taken. I subsequently sought legal counsel and was informed that the claim against me should be withdrawn by US Bank. With legal assistance, another letter was sent from a local US Bank branch. Again, weeks later I received a similar letter from US Bank stating that the claim would not be withdrawn. This letter provided a phone number for US Bank Customer Support. When I called Customer Support, they said they have no control over these matters and that I needed to send another fax to US Bank. US Bank stands by their initial assessment and refuses to engage in any dialogue about this matter. It strikes me as preposterous and unfair that I should be penalized by US Bank in light of the above circumstances.

Desired Settlement: Withdraw the claim filed against me with the credit bureaus.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Dear ******* ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concern regarding the above-referenced account. Our records indicate that the account was opened on April 22, 2005, in your name. U.S. Bank is unable to provide you with a copy of the application, as per U.S. Federal Law, banking institutions are only required to keep such documentation for five years following the accounts original opening date. Therefore, as your account was opened in 2005, it is past the five year retention timeframe. We can also confirm that there has never been a joint owner, or authorized user, listed on the account since it was established. As a result, you remained solely responsible for the balance owed. We show that your May 2015 billing statement reflected a $49.00 Annual Membership Fee; a copy of this statement has been enclosed (being sent by mail) for your records. After a thorough review of the last four years of billing statements for your account, we show that the $49.00 Annual Membership Fee was also billed on your May 2011, May 2012, May 2013, and May 2014 billing statements; copies of these billing statements have also been enclosed for your review (being sent by mail). Furthermore, under the Account Fees section of your Cardmember Agreement, a copy of which has been enclosed for your review (being sent by mail), it advises that: (b) Annual Membership Fee. Each year, the Account will be subject to your payment in advance of an Annual Membership Fee of $49.00, which will compensate us for maintaining and servicing the Account for the following year. This fee will be charged to the Purchase balance of your Account. We do not charge a fee for activating or servicing the Account for the first 12 months your account is open. As a result, regardless of whether the account is utilized for purchases, balance transfers, or cash advances, the Annual Membership Fee will be assessed. We can verify that your May 2015 billing statement was made available to you electronically, as your account had been enrolled in our Electronic Statements Only service since your March 2011 billing statement. When an account is set up to receive electronic statements exclusively, monthly paper statements are not physically mailed to the billing address on the account. Paper billing statements will only be mailed if we need to communicate important messages or changes pertaining to your account. Your April 2015 billing statement was mailed to **************** Drive, Orchard Lake, MI 48324-1656, as notification of the Annual Membership Fee assessment was advised on that statement under the Renewal Notification. We do not show that your April 2015 billing statement was returned to us by the United States Postal Service due to a bad mailing address, and have enclosed a copy of this billing statement for your records (being sent by mail). We can confirm that an Online Statement Available email notification was sent to on May 20, 2015, advising that your May 2015 billing statement was available to view online, which is part of the electronic statements process. Other Online Statement Available email notifications were sent more recently on August 20, September 19, and October 20. We do not show that any of these notifications were returned by your email service provider due to a bad email address. We show that payment was not received by your June 16, July 16, and August 16 due dates listed on the corresponding billing statements; therefore, you were assessed Late Payment Fees. Each month, you must pay at least the total new minimum payment due on or before the payment due date or a Late Payment Fee will be assessed. However, on August 24, you spoke with a representative with our Cardmember Service Department who reversed a total of $100.00 in Late Payment Fees, and $6.00 in Interest Charges. In addition, a payment in the amount of $49.00 was received on August 24. As a result of these credits, your account is currently reflecting a zero balance. Please be aware that your account was reported to the credit-reporting agencies as past due because we did not receive a payment from you that met the minimum payment required between June 16 and August 24, 2015, as detailed in the statements and payment summary mentioned above. After a review of your account, we found that the past-due reporting is legitimate and was not caused by bank error. Therefore, the past-due status will remain on your credit bureau report. We apologize for any inconvenience this may cause you. Although we were unable to comply with your request, your business and support are important to us. If you have any further questions concerning your account, please contact Cardmember Service at ************ (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your detailed review of this complaint. However, I do not accept this response. The purpose of credit reporting is to reflect my reliability as a consumer. As US Bank was sending all information to my deceased father, I could not have been aware of these charges. Thus, US Bank should not be penalizing me in this instance. The email address allegedly used to communicate the annual fee was likely ******@aol.com. That was my dad's email address and no one has been able to access it since my dad's death on November 3, 2014. The reason that "you do not show that any of these notifications were returned by your email service provider due to a bad email address" was because his email account was not automatically shut down when he died. I suspect you can still send emails to ******@aol.com, although my dad died one year ago. The address used allegedly used was ****************, Orchard Lake, MI 48324. That is my parents address. The reason that "you do not show that your April 2015 billing statement was returned to us by the United States Postal Service due to a bad mailing address" is because that is a valid address. However, I do not live there. I live at ***************, Mill Valley, CA 94941. After my dad died, my mom came to California to live with me. Her mail was being forwarded to another local address. She has since reviewed all of that mail she received and did not find any bills from US Bank. It is possible that some of the forwarded mail was sent to an incorrect address. In fact, my mom came out again this year to California and we discovered that one week's worth of mail was lost. We reported this to the US Postal Service approximately 2 weeks ago. I was not involved in opening this credit card. I have personally never paid for the bills associated with this credit card. I was not aware that this card remained active and that there were annual fees associated with it. All of this was only brought to my attention when I was denied a lower interest rate on my mortgage for being in default on this card. The same day I learned about this card (August 24th, 2015) I reached out to US Bank and paid it in full. Your summary statement remains: "After a review of your account, we found that the past-due reporting is legitimate and was not caused by bank error." However, I respectfully request that you read through the details of my response. As mentioned before, the purpose of credit reporting is to reflect on the reliability of the consumer. In this instance, I had no knowledge of this card and was not being directly contacted by US Bank. Again, US Bank was sending all information to my deceased father's email and home address. I understand that US Bank does not hold its actions to be in error. However, I should not be penalized given my lack of knowledge of the existence of this credit card. To validate the above, please feel free to confirm the death of ************ ****** on November 3, 2014. Thank you for your attention to this matter. -******* ******, MD Final Business Response /* (4000, 9, 2015/11/13) */ Dear ******* ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your continued concerns regarding the above-referenced account. We regret to learn of your dissatisfaction with our previous response dated November 4, 2015, as it is never our intention to make you feel unappreciated as a customer. We understand that you remain unhappy with our decision to decline your request to remove the delinquencies reporting on your credit report, and apologize for any frustration this matter has created for you. After a thorough review of your account, although we have no evidence that any bank error occurred with the establishment of your account and electronic and paper notifications that were sent advising of a balance due, we have elected to comply with your request and remove the past-due reporting from July 2015 (30-day) and August 2015 (60-day). Please be advised that it is each credit-reporting organization's ultimate responsibility to update your credit profile accordingly; the information is typically updated within six weeks. As of the date of this letter, your account remains open. If you wish to close your account, please contact our Cardmember Service Department at the telephone number listed below. We hope all of your inquiries have been addressed adequately. Please be assured that U.S. Bank is in a position to accommodate all your financial needs, and we hope you will continue your partnership with us. If you have any further questions concerning your account, please contact our Cardmember Service Department at ************ (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Auto loan, I called and set up payment arrangements in march 2014. I spoke with James @ XXX- XXX- XXXX. I set up two payments to cover late fees and remainder of the balance and interest. I was told that after the two separate payments of 200. posted to the account that the remainder left is unpaid late fees. I explained to James that my 22 year old son had passed away on Jan 7,2014 and James said well that would be a hardship and that the remainder of the late fees could be forgiven since I had already paid the majority of the late fees. Well here it is a year and 1/2 later and my account has been outplaced to a collection agency.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please waive the $ 165.00 in unpaid late fees and close my account as promised and correct the derogatory charged off credit rating due to unpaid late fees that I was told would be waived. Send me the title to the car.

Business Response: Initial Business Response /* (1000, 5, 2015/11/09) */ Dear Ms. ******: We are in receipt of the request for assistance that you filed with the Better Business Bureau of Minnesota and North Dakota. Thank you for allowing us the opportunity to respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly, the customers we serve each and every day. First and foremost, we are truly sorry for your loss. We apologize for any frustration or inconvenience this matter has caused you. It is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. In your correspondence, you stated that you had set up payment arrangements on your vehicle loan in March of 2014 to satisfy the remaining principle balance and some late charges. You informed a U.S. Bank representative of your current hardship and the representative disclosed that the remaining late fees on your account could be reviewed for forgiveness after you satisfied two payments of $200.00 each. However, after you made the payments, the remaining balance of $165.00 is still owed and has been placed with an agency for collection. You are asking that the remaining balance be waived and that your account be closed. In addition, you request that we update your credit bureau and send you the title of your vehicle. We have reviewed our records and located your U.S. Bank Auto Loan ending with 8996. In review of your account, our records confirm that you agreed to pay 36 payments of $308.17 starting on December 1, 2010 and to pay any charges associated with the terms stated in the loan agreement. We have enclosed copies of your loan agreement in addition to letters that were sent to you which provided the balance of the account and actions that could be taken if the remaining balance was not satisfied. Our records reflect that you were making payment arrangements to satisfy the remaining balance. In review of the contact we had with you, we confirmed that you spoke to a representative on March 12, 2014 and discussed making two payments of $200 each. You indicated that the reason for the delay in satisfying the remaining balance was due to a death in the family and unexpected expenses. Our records confirm that we spoke to you regarding the possibility of waiving the remaining late fees upon receipt of the two $200 payments, and that a manager would need to review any adjustments. We show that a payment was received on March 12, 2014 for $200 which satisfied $126.80 of the remaining principal balance, $2.75 of the remaining interest and $70.45 of late fees. In addition, we received another $200 payment on March 21, 2014 which was applied toward the late fee balance. After this payment posted, there was a remaining late fee balance of $165.79 due. We received no further contact from you to discuss any adjustments to the account. When the remaining balance was not received, the loan was forced closed on March 31, 2014 and the balance was transferred to our Recovery Department for further collections. We have enclosed a copy of a letter sent to you on April 9, 2014 which provided the remaining balance that was due and to contact the Recovery Department to discuss payment arrangements. We have reviewed your account and have determined that although you did not follow up with us regarding waiver eligibility, we have agreed to waive the late fees on your account amounting to $165.79 and updating the consumer reporting agencies. Please allow three business days from the date of this letter for the credit to be applied. Once this is completed, we will initiate the lien release process and the account will be closed. Please allow an additional 10 business days, plus mail time, for the title to arrive. The update to the credit bureaus will reflect in approximately four to six weeks. Ms. ******, we regret any frustration this issue has caused for you. If you have additional questions about the account, please contact the U.S. Bank Recovery Department at 877.457.3544. Sincerely, (signed) Consumer Banking Default Management Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have filed a complaint previously against this company. I have been attempting to receive authorization of a Short Sale for a property I no longer reside in. The authorization has happened twice, but delays on their part have occurred and the application has expired. I don't believe the different departments involved communicate well with each other and I am the one who suffers the loss. They have started foreclosure proceedings and I feel if they would have done their part, this matter could have been resolved several months ago or a year ago. I can not afford a lawyer in this matter and am hoping for some help from this agency.

Desired Settlement: DesiredSettlementID: Finsh the job I would like to see an expedited decision made with closing of the property by the end of the year.

Business Response: Initial Business Response /* (1000, 5, 2015/10/30) */ Dear **** ******** ******* This letter is in response to your complaint, filed with the Better Business Bureau, which was received by U.S. Bancorp on October 20, 2015. I have been asked to respond to your concerns regarding the above-mentioned property, and appreciate the opportunity to do so. Please accept our sincere apology for any frustrations or confusion that you have endured during the review process on your account. Your account was initially approved for a short sale option on October 21, 2014 and on that same day, we issued the Approval to Participate (ATP) notice (enclosed).At that time, the negotiator on the file was working directly with your authorized third party to obtain all necessary documentation in order to proceed with the short sale. As explained in our previous response, which was mailed to you on February 12, 2015, your authorized third party was informed on November 20, 2014 that the figures had changed since the ATP was issued and that the ATP needed to be revised. In response to your previous complaint (enclosed), we indicated there had been a delay in the review of your short sale request from November 20, 2014 and December 18, 2014. Unfortunately, there were additional delays in the processing of your short sale request and we apologize for the delays. On July 31, 2015, a Loss Mitigation Summary Information package (enclosed) was issued to you. The package informed you that the short sale was non-approved, as the ATP had expired on April 18, 2015. On August 3, 2015, you spoke with our Mortgage Assistance Point (MAP) Department and learned of the non-approval, and you expressed your frustration with the process. You were assigned a new Relationship Manager (RM) Martha ******* on August 10, 2015. On August 21, 2015, Martha informed you that we needed a new application on file in order to open a new short sale review. On August 24, 2015, Martha mailed you an application. On September 18, 2015, we received a new short sale application, and opened your account for review on September 21, 2015. On September 24, 2015, the Acknowledgment of Request for Loss Mitigation Options notice (enclosed) was sent. The notice requested additional documentation in order to proceed with the review. On the same day, an updated BPO was ordered, as well as a Title Report to determine if U.S. Bank was in first lien position. Please note that per the U.S. Department of Housing and Urban Development (HUD) guidelines, a property must be clear of all liens and judgments to complete a short sale. On September 28, 2015, we received some of the requested documentation: tax returns, 4506-T, Multiple Listing Service (MLS), Listing Agreement, and Purchase Agreement; however, when the documents were reviewed on September 30, 2015, the processor determined that the Purchase Agreement did not have a Closing Date listed, nor did we receive the requested three current and consecutive bank statements. On October 8, 2015, your RM contacted you to inform you of the needed documents in order to continue the review. On October 13, 2015, the Missing Items in Application for Loss Mitigation Options (enclosed) was sent informing you that we were in need of three months of recent bank statements including all pages. On October 15, 2015, our MAP Department received documents via email that included a Request for Mortgage Assistance, 4506-T, HUD-1 Settlement Statement, MLS, paystubs and Purchase Agreement, but we were still missing the three current and consecutive bank statements. The bank statements were received on October 20, 2015. The processor on the file reviewed the documents and as of October 27, 2015 the file has been marked substantially complete and will be advanced to our Pre-underwriting Department for review. Please know your review is being expedited. Your account is due for 24 payments, beginning with the November 1, 2013 installment. Due to this delinquency, your account was referred to our legal counsel, Bass & Moglowsky, S.C. on August 20, 2015 to initiate foreclosure proceedings. A foreclosure sale date has not been scheduled at this time, and foreclosure proceedings are on hold while we review your short sale application. Please address questions regarding attorney's fees and costs, reinstatement quotes, and pay-off statements with our legal counsel, at 414.228.6700. We hope this response provides you with the clarification you were seeking regarding your concerns. Should you need to discuss this matter further, and to receive the most up to date information regarding the review, please contact your RM Martha ******* Martha can be reached at 855.698.7627, extension XXXXXXX Monday through Friday from 7 a.m. to 8 p.m., Central Time, or via email at *************@usbank.com. You may also contact the Default Complaints Escalation Center at 855.211.4872, Monday through Friday, 8 a.m. until 7 p.m., Central Standard Time. You may also email them at **************************@usbank.com. If you have further questions or comments regarding the liquidation process, please feel free to contact the Liquidation Call Center at 866.253.4294 for Processing, Monday through Friday, 7 a.m. until 5 p.m., Central Standard Time. The Processor for your file is Natasha ****** and may be reached at the following extension XXXXXXX. Best regards, (signed) U.S. Bank Home Mortgage Customer Advocacy Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am hoping for better communication and the fact state my file will be expedited is helpful.

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This letter is to report what appears to be a case of deceptive mortgage practice by U.S. Bank Home Mortgage.My goal is to pay off my loan as quickly as possible because I get no benefit as I take the 1040 standard deduction.To accomplish this, I send as much as I can every month as extra principal with my mortgage payment in order to lower my loan balance. U.S. Bank Home Mortgage arbitrarily allocates the extra principal to future interest paid in advance instead of lowering my principal balance. Last month I called the bank and they credited the amount back to principal. For September 2015, I paid $4000 total, which included $2,672.71 as additional principal. Only $613.97 went to principal reduction. They paid themselves future interest of $357.57 for October 2015.For October 2015, I paid $4,160.46, which included $2,800 as additional principal. Only $623.90 went to principal reduction. They paid themselves future interest of $347.61 for November 2015.The fact that this scenario repeats month-after-month is a clear indication that this is not an oversight, but a deliberate scam to maximize bank profits at the expense of many unsuspected borrowers who believe that their extra principal payments are used to lower their loan balance. Product_Or_Service: Home Mortgage Account_Number: 2200 44 0241

Desired Settlement: DesiredSettlementID: Other (requires explanation) Allocate the extra principal to PRINCIPAL REDUCTION, not to unearned future interest paid in advance and STOP this deceptive practice in the future.

Business Response: Initial Business Response /* (1000, 5, 2015/10/29) */ Dear ******** ******: This letter is in response to your complaint, filed with the Better Business Bureau of Minnesota and North Dakota and the Consumer Financial Protection Bureau, which was received by U.S. Bancorp on October 20, 2015 and October 23, 2015. I have been asked to respond to your concerns regarding the above-mentioned property, and appreciate the opportunity to do so. Please accept our apologies concerning your experience with the application of your payments. We have reviewed the concerns you communicated with the appropriate response team. Upon review of your mortgage account, we have determined your payments have been received electronically through Bill Consolidated Payments (BCP). Unfortunately, we do not have the capability to review any notes which you may add to indicate how you would desire to have the funds submitted applied. We have made the required adjustments to your account to allow only one payment to be applied then any remaining funds to be applied as a principal curtailment. We received your payment of $4,000.00 on August 28, 2015, which was applied to your September monthly payment of $1,327.29, October monthly payment of $1,360.46, and additional principal of $1,312.25. On September 4, we corrected the payments by reversing the funds applied toward your October payment and principal and applying the balance of $2,672.71 in full to principal with an effective date of receipt which was August 28. We received your payment of $4,160.46 on September 29, which was applied to your October and November 2015 monthly payments of $1,360.46 each and additional principal of $1,439.54. On October 22, we corrected the payment by reversing the funds applied toward your November payment and principal and applying the balance of $2,800.00 in full to principal with an effective date of receipt which was September 29. We received your payment of $6,360.46 on October 28, which has been applied to your November 2015 monthly payments of $1,360.46 and additional principal of $5,000.00. We have enclosed a Customer Account Activity Statement reflecting the application of each of your monthly payments received as one monthly mortgage payment and additional principal only. Your next monthly mortgage payment is due on December 1 in the amount of $1,360.46. Whenever a mortgagor feels we have not delivered the level of service they expect to receive, we appreciate being made aware of the circumstance, so it can be immediately reviewed and appropriately addressed. We very much appreciate the time and effort you expended in providing us with the details about your experience. We wish to assure you this is an exception and does not indicate the quality of service provided by us. We regret any inconvenience or frustration this issue may have caused for you. Please be assured we truly value you as a U.S. Bank Home Mortgage customer and we consider it a privilege to serve your mortgage needs. Should you have any further questions or concerns regarding this matter, please feel free to contact our Customer Service Center at 800.365.7772, or you may also visit our website at usbankhomemortgage.com. Sincerely, (signed) Customer Advocacy Specialist Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */ Per phone call with the consumer: "This is not the first time that this has happened. This happened at least 6 months prior to this and I won't be surprised if it happens again."

11/9/2015 Advertising/Sales Issues
11/9/2015 Problems with Product/Service
11/9/2015 Advertising/Sales Issues
11/9/2015 Advertising/Sales Issues
11/6/2015 Advertising/Sales Issues
11/6/2015 Billing/Collection Issues
11/6/2015 Advertising/Sales Issues
11/6/2015 Advertising/Sales Issues
11/5/2015 Advertising/Sales Issues
11/2/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Went into the local branch to open a checking account, along with Credit card. Due to Banker Error we still don't have desired card . I am very upset and dissatisfied with the service I have from the local branch We were assisted by a banker by the name of Kwaku from the Main branch on 2nd avenue in Fargo, ND his title us a Universal Banker. I explained that I was an employee of U.S. bank and wanted to open a checking account and also me and my husband wanted to open a credit card together. We booked the checking account without any issues and then when we started talking about credit card options we explained that we have already decided on the card that we wanted which was the Flex Perks Visa Signature Travel Rewards Card, the banker explained that there was an option for pre-approved options for this card and we could do that while filling out the application the banker stated that he was having "computer issues" and the computer would not let him do a joint application he asked if it was ok with us if he put it in as only my husband and then we can always add me, than once I was added increase the credit line since the application was for $1000 credit line and once we had the credit line of $5000 we could upgrade it, he stated it would be very easy as if it was a 1-2-3 process. We explained that as long as the end goal was to have the Flex Perks Signature Travel Rewards card and if we can do it that way we were fine with that. So we booked the account, maybe about a month later my husband had got a letter stating that he was approved for the card and if we wanted it to call otherwise the application would expire, so I did call to inquire about the card and Kwaku did explain that for whatever reason he had not submitted it right so the card had not even been mailed yet but that he would go ahead and get that out to my husband. Next we had stopped into the branch to get the joint application paperwork filled out and had requested Kwaku to send it in to card member ******* that day via fax, and about two weeks later after checking with underwriting they stated they never got anything from the branch. Again I had to reach out and ask about the paperwork Kwaku stated he would fax again and he will get it conformation of the fax this time. So than later that day I did check back with underwriting and they did verify they received the fax and after the credit check I was on the account as a co-applicant. So than I had than stated the process to get the credit line increased to $5000 so that we could upgrade the card since we were told that was the last requirement that we needed to have to be qualified for the card so I requested it. I had than received a letter stating they could not increase our credit line due to it was such a new account and it needed to be open for six months or longer. I had reached out to Kwaku to ask if he could reach out to underwriting and verify that we do have deposit accounts with the bank and if they could go over the credit line increase request again and see if that is something that they could approve. I stopped by the bank and requested this he did call someone, who I am unsure and told me that there is nothing that can be done about the credit line regardless of account with the bank. I was very confused at this point so I reach out myself to underwriting explain that we do use the card a lot having to pay it off multiple times a week and there is a want/need for a higher limit due to when the card reports our spending the utilization it was damaging our credit due to our high utilization due to the original way it was set up by the banker with only one income. I explained we had a checking and savings account with U.S. bank and pay the card in full and was there a possibility to look over the credit line increase again? and they were able to increase it to the $5000 limit without any issues. So the next step I reached out to card member service and had asked if our joint account could be upgraded. I was t

Desired Settlement: I was told that there were no promos on my acct at this time and there were no options for me to upgrade the card. So rather than going back to the branch and dealing with Kawku which up until this point has not provided us educated and informed info on US Banks policies and procedures I decided to reach out to card member service via email&below is the response that I received: On Friday, October 9, 2015, wrote: Account Ending in: 1266 Dear ***** ** ******: Thank you for contacting U.S. Bancorp Service Center, Inc. via our Website. We understand you would like to upgrade to a U.S. Bank FlexPerks(r) Travel Rewards Visa Signature(r) Card, *****. To ensure that you receive the most accurate and up-to-date information about our promotional offers, please contact our twenty-four-hour Cardmember Service Department at 800-392-8472. A representative will be happy to assist you. We appreciate the opportunity to be of assistance. Have a nice day. Sincerely, Kristina H. Cardmember Service Representative So this is not only not the right phone number but also makes it seems like there is something that could be done, so again I was provided with wrong info like the phone number but I was frustrated on why my original question was not answered on why I was told it could not be upgraded. So at this point I reach out to a different branch in fargo, ND hoping to find a banker that was educated on procedures and familiar with employee accounts. I had explained what was going on and explained that I was frustrated that we were promised that this could be done, and pretty much after we booked the account everything that we were told ended up being untrue and the banker we were working with I felt like had misrepresented what could be done and misinformed us. I also explained that we were aware it was not going to be an overnight process but we were told that once we had the account with a credit line of $5000 or greater that our goal of the sig. card and benefits would be available and it would be available as soon as we met the requirements as long as we were able to be approved for that amount. Later that night I had received a call and message from Kwaku from 2nd Ave Main branch Fargo, ND. The message that I had received was very unprofessional stating that he had gotten a call from a different banker that I was calling about upgrading the card and how I felt like when the card was opened there was an error made. He then began stating that I was very confused on my standing on my husband's account with U.S. bank and that when the account was opened he had put both names on the card but the app. was declined so he removed my name and it was approved and then when we attempted to add me to the acct. as co-applicant that was also not appvd. due to my credit worthy ness and so the last option was to add me as an AU on the account. So as far as me requesting a product upgrade that is not something that they could fulfill since I had the ability to spend on the acct. but as far as decision making on the account my opinions or request are not considered since I am not responsible for the account. So if I had any further question I could reach out to him, but as far as changes on the account that is something only my husband can do and if I need any further question to clarify my standing on my husband's account I could reach out to him and he could answer any questions I had. I was very shocked by the nature of the message& how untrue all the info in the message was. Also if the info that he was stating was true than why would he have helped me in reaching out to underwriting about a credit line increase since that would only be available acct.holder. I am wanting the upgrade on the card we originally wanted to apply together but did as the banker instructed was the best way.and points that we missed out on or what are options are and what can done about what the banker promised.

Business Response: Initial Business Response /* (1000, 6, 2015/10/29) */ Dear Mrs. ******: We received your letter from the Better Business Bureau of Minnesota and North Dakota (BBB) regarding your recent experience with our Fargo branch. Thank you for allowing us the opportunity to research and respond to your concerns. Please accept our apology for the experience you detailed in your letter. It is disappointing to learn of any instance in which we have failed to deliver the level of service that our customers expect. U.S. Bank is very much aware that delivering a superior customer experience is crucial to our continued success, and we appreciate your candor in noting a situation where there was an opportunity for a more positive interaction. Your letter has been shared with the appropriate management teams, including the district and regional offices that oversee the branch of concern, who have committed to taking action to avoid similar incidents from occurring in the future. On July 1, 2015, our records show that you opened a joint checking and savings account. As you indicate in your letter, the accounts were created without any issues. That same day, you expressed to the banker that you would also like to apply for a FlexPerks Travel Rewards Visa Signature(r) Card with your husband. When your application was submitted, it was determined that the information provided did not qualify for a FlexPerks Travel Rewards Visa Signature(r) Card. However, your application did qualify for a FlexPerks Select Rewards Visa(r) Card with a credit limit of $1,000.00. On September 8, we received your request for a credit limit increase, at which time; we mailed you a letter advising you that we were unable to process your request. However, after an additional review on September 24, our Credit Underwriting Department approved your request and increased your credit limit to $5,000.00. Furthermore, based on the review conducted on October 24, we have also upgraded your account to a FlexPerks Travel Rewards Visa Signature Card. You will receive new credit cards as well as a new Cardmember Agreement in the mail within the next 10 business days. Please securely dispose of your previously received credit cards upon receipt of the new credit cards. Mrs. ******, we hope that this letter provides the clarity and information you sought. Should you have any additional questions or concerns regarding your accounts, please contact District Manager directly at . Sincerely, (signed) Executive Communications U.S. Bancorp Initial Consumer Rebuttal /* (2000, 8, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy to hear that, thanks I only wish that there was another way to get this address than eaclating to this level I look forward to doing business with you in the future.

10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US BANK NOT applying my payments properly. My extra mort payments should go to the principal, instead they pay the next months bill. US BANK is NOT applying my mortgage payments properly. Each month I pay my regular payment of $1778 and an additional 2,000 or 3,000$ to lower my principal and eventually pay off my mortgage. Every other loan or mortgage I've ever paid automatically applied any overpayment I made to the principal. This is a standard, ethical practice. I've also requested this time and time again with US Bank customer reps, as I've noticed that my principal is NEVER being paid properly vis a vis my overpayment. Instead of paying down the principal, US Bank automatically uses my extra payments to pay my next months bill. This is not my preference or intention and I have contacted them today - Oct 8, 2015 as well as 4 other times this year to complain about this issue. The last time (about a month ago - Sept) I contacted a US Bank customer service rep and she told me that this is a major problem - a lot of customers complain about it and she doesn't understand why the company doesn't fix it. When I pointed out that it makes the company more money because it keeps the principal higher than it should be she agreed. She also told me that she would put a note or "flag" on my account for all my extra payments to automatically go to paying off the principal, but of course this month - Oct, again, the principal was not paid off properly and US Bank automatically paid my next month's mortgage payment instead of applying the over-payment to my principal. I again called customer service for the 5th time and asked the payment to be done properly. The rep told me there is nothing she can do to prevent this from happening, other than put a note on the account. I asked her why, in the age of computers, and with every other bank in the world able to do this properly, why they can't get this to work - esp when it is ripping off their customers and not good for customer relations. I'm not sure if this behavior is illegal, but since I've requested at least 4 times for them to stop doing it, I felt like I have no other option but to pursue the issue thru BBB and the Federal Trade Commission.

Desired Settlement: I simply want US Bank to apply any mortgage over-payments I make from now on to go directly to paying off the principal and stop automatically applying it to my next month's mortgage payment. This behavior is highly unethical and unfair and if it does not stop my inclination is to hire an accountant to figure how much extra interest I'm paying due to this behavior and multiply it by the number of mortgages they hold. This number would be the amount they are withholding from customers who are trying to pay off their mortgages early.

Business Response: Initial Business Response /* (1000, 10, 2015/10/19) */ Dear ****** and ****** ****: This letter is in response to your complaint, filed with the Better Business Bureau, which was received by U.S. Bancorp on October 9, 2015. I have been asked to respond to your concerns regarding the above-mentioned property, and appreciate the opportunity to do so. Please accept our apologies concerning your experience with the application of your payments. We have reviewed the concerns you communicated with the appropriate response team. We have updated your account to reflect, once your current monthly mortgage payment is made, any additional funds received are to be applied as principal, moving forward. We also placed a memo on the account to state additional funds received over and above the current payment are to be applied as a principal curtailment. The type of loan you have is a conventional, thirty year fixed rate mortgage. This means when your loan originated, the interest was calculated for the entire term of the loan, providing the regular payments were made with no principal curtailments. Interest accrues in arrears on the unpaid principal balance. Your next payment of $1,775.15 is due on November 1, 2015. Please note your mortgage payment consists of principal and interest only. When payments are made via your electronic bill pay, if you do not designate how the funds are to be applied, the funds will always be applied to the account according to the modified payment logic on the account. Our research of your concerns included pulling the telephone transcripts of calls received from you and summarizing your calls to us on August 31, September 1, and October 8, 2015. Below is a breakdown of the outcome of those calls: August 31: We received a call requesting the payment made on August 20th in the amount of $5,919.00 be reversed and applied to principal. Our representative had the funds reversed and reapplied to principal on August 31, as requested. Please refer to the enclosed payment history for 2015. We have also enclosed a transaction code listing which explains what the funds were applied to. Please be advised, we are not able to credit your mortgage payment until the entire amount of your principal and interest has been received. Therefore, if the amount of funds received is less than the amount of your payment, these funds will be applied to your suspense account until additional funds are received to credit the entire payment. In addition, the full principal and interest payment must be received each month prior to applying the principal curtailment funds to the account. September 1: A call was received requesting we flag your account to apply your mortgage payment and any additional funds received toward principal. Our representative had a flag placed reflecting to apply any additional funds toward principal. Unfortunately, the indicator used first applied a payment, then principal curtailment, even if the mortgage payment had already been made for the month. This resulted in two mortgage payments being applied in September, 2015. This was reversed and reapplied as you requested, and is reflected on the enclosed payment history. October 8: A third call was received from you, in which we explained the account was flagged in order to apply one payment and the extra funds would go to principal. During this discussion, you requested the flag be removed. This was done on October 8th. Listed below for your convenience are some additional payment options which allow you to make your payments plus principal curtailments: Pay On-Line / E-Bill: This method allows you to remit your mortgage payment on-line at usbankhomemortgage.com. On-line Banking: This method allows you to remit your mortgage payment through our usbank.com website; however, funds must be withdrawn from a U.S. Bank account to complete this transaction. Mail: This method allows you to remit your mortgage payment by mail to our payment processing centers. The mailing address is U.S. Bank Home Mortgage P.O. Box XXXXXX St. Louis, MO XXXXX. Whenever a mortgagor feels we have not delivered the level of ******* they expect to receive, we appreciate being made aware of the circumstance, so it can be immediately reviewed and appropriately addressed. Please be assured the appropriate Management Teams have shared, reviewed, and addressed the issues brought forth by you. We wish to assure you this is an exception and does not indicate the quality of ******* provided by us. We regret any inconvenience or frustration this issue may have caused for you. Please be assured we truly value you as a U.S. Bank Home Mortgage ******** and we consider it a privilege to serve your mortgage needs. Should you have any further questions or concerns regarding this matter, please feel free to contact our ******** ******* Center at 800.365.7772, or you may also visit our website at usbankhomemortgage.com. Sincerely, (signed) U.S. Bank Home Mortgage ******** Advocacy Specialist Initial Consumer Rebuttal /* (2000, 12, 2015/10/30) */

10/30/2015 Problems with Product/Service
10/30/2015 Advertising/Sales Issues
10/29/2015 Advertising/Sales Issues
10/29/2015 Problems with Product/Service
10/29/2015 Problems with Product/Service
10/26/2015 Advertising/Sales Issues
10/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Vehicle in May 2015, along with GAP Insurance from US Bank. I cancelled this coverage about 30 days later and have not received a refund. Purchased vehicle from St. Claire Cadillac, 3737 Stevens Creek Blvd, Santa Clara 95051 on 05/02/15. Financed with US Bank, Acct# 0000-0514-376-037. Included cost of $722.00 for GAP Insurance. I requested a cancellation of this coverage after 30 days and filled out appropriate form. It has been close to 90 days and my account HAS NOT been credited

Desired Settlement: Full refund of $722.00

Business Response: Initial Business Response /* (1000, 5, 2015/10/23) */ Dear ***** ** and **** ** *********: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your loan account with U.S. Bank. We appreciate the opportunity to respond to your concerns. Upon review of your account, it has been determined that you purchased your vehicle from St. Claire Cadillac. At the time of sale, an optional GAP contract was offered to you for a term of 60 months at a cost of $722.00. The GAP coverage you purchased was with Easy Care GAP. For your convenience, I have enclosed a copy of the Retail Installment Sale Contract, as well as the GAP Addendum. The enclosed GAP Addendum provides information in regards to the cancellation of the GAP coverage. Located at the bottom of the GAP Addendum is the phone number for Easy Care Gap at XXX-XXX-XXXX; you may utilize this phone number to contact the GAP Administrator, as you will need to work with them to inquire about the GAP cancellation refund. At the time of cancellation, the provider should have provided U.S. Bank with a refund check which would have been processed and applied to your account as a principal reduction. To confirm, our records indicate we have not yet received this refund. Again, we regret any inconvenience or frustration this matter has caused. It is our goal to provide efficient, knowledgeable, and courteous service. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (XXX-XXXX), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never have received the appropriate credit. See the emails below: On Sep 8, 2015, at 7:48 AM, ******* ******* T. <************@saintclairecadillac.com> wrote: Hi, ******** I received and sent the cancellation request around early mid-August and Easycare has already cancelled it. We are now waiting for Easycare to send us the funds. Once we receive the funds, I can submit the request for the refund check to be issued. Cancellation requests can take up to 6-8 weeks to be completely processed, so hopefully we will be able to have the check ready by the end of the month. I will let you know once the check is ready. Thank you. **** Hi, ******** I received and sent the cancellation request around early mid-August and Easycare has already cancelled it. We are now waiting for Easycare to send us the funds. Once we receive the funds, I can submit the request for the refund check to be issued. Cancellation requests can take up to 6-8 weeks to be completely processed, so hopefully we will be able to have the check ready by the end of the month. I will let you know once the check is ready. Thank you. ****

10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was given 13 overdraft fees within two weeks. I made cash deposits before 2pm as i was told to do from a banker and the deposits still posted next day and i got overdraft fees. Also, a banker told me he could only help me by removing the fees if i applied for credit card. I didnt want to apply for credit card so he said he couldn't help me with my overdraft fees. Also, the told me had no more fees to pay but then took half of my paroll direct deposit now i can't afford to pay my rent. I habe been lied to from the Bank and my money taken from me.

Desired Settlement: I would like for all the overdraft fees to be removed from my account.

Business Response: Initial Business Response /* (1000, 10, 2015/10/21) */ Dear ******* ****: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. Customer privacy is at the utmost level of importance to U.S. Bank and its employees. Your address on your complaint does not match the address we have on file for your accounts. If you have recently moved to a new address please contact us so that we may update your accounts records accordingly. You may contact us at the number below or visit your local U.S. Bank branch to have the account reviewed and/or updated. We hope the following general information regarding your concerns is helpful when reviewing the account. The U.S. Bank Deposit Account Agreement and Consumer Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement and attachments is a contract between the Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the Terms and Conditions of your account. Copies of these brochures are enclosed (being sent by mail). The section of the Deposit Account Agreement titled Insufficient Funds and Overdrafts provides definitions of each and explains what our options are each time an overdraft or insufficient funds situation occurs on your account. It states that we charge an Overdraft Paid Fee for each item or transaction that we pay that causes the available balance to become negative or occurs while the available balance is negative on your checking account. The Overdraft Paid Fees are assessed the business day following the day of the overdraft occurrence; therefore, it is possible to see fees assessed on the same day that a deposit is made. The Overdraft Paid Fees are $36 for any transaction in the amount of $5.01 or more, any items $5 or less will receive no fee. It is important to know that transactions completed in a U.S. Bank branch location with a teller after the branch cut-off time, are processed the following business day. Our cutoff times vary from branch to branch. The earliest cutoff time at any of our branch locations is 2:00 p.m. local time at the branch. If you make a deposit in person before the cut-off time on a business day we are open, we will consider that day to be the day of your deposit. However, if you make a deposit after the cutoff time, or on a day we are not open, we will consider that the deposit was made on the next business day we are open. Please note, every day is a business day except Saturdays, Sundays and federal holidays. In addition, cutoff times may also vary depending on whether it is a deposit envelope ATM or a no deposit envelope ATM. If you make a deposit before 6:00 p.m. (local time, at the ATM location) at a deposit envelope ATM or before 8:00 p.m. (local time, at the ATM location) at a no deposit envelope ATM on a business day we are open, we will consider that day to be the day of your deposit. When you complete a deposit at a U.S. Bank ATM, the funds are available the first business day after the deposit. Finally, please know that in order to avoid potential overdraft fees, the negative balance in your account needs to be brought to zero or positive before the cut-off time the day the account becomes negative. Please understand overdraft fees are uniformly assessed, regardless of a credit relationship that may exist between U.S. Bank and our customers, and such fees are typically only refunded in the event that a bank error led to the fees. Please accept our apologies for any misinformation you may have received from our bank representatives as outlined in your complaint. We pride ourselves in our outstanding customer service and it is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which this has not occurred. While we regret your circumstances, your request to have the overdraft fees assessed to your account refunded will not be granted in the absence of a bank error. Please understand these fees are not arbitrary and they are assessed uniformly and without prejudice. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800-USBANKS (872-2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (3000, 12, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by bank teller that if i made cash deposit before 2pm i would not assess an overdraft fee and i did and i still receive fees for money that i applied. No one from this company have contact me to look into this situation or to check my account to see the issues with bank errors. I do not accept this response. How can they made a judgment without contacting me or looking into my account with me to see the bank errors. This bank have taken $500 from my direct deposit payroll for overdraft fees which was bank errors Final Business Response /* (4000, 14, 2015/10/26) */ Dear ******* ****: I am responding to your rebuttal filed with the Better Business Bureau concerning your U.S. Bank checking account. As previously stated, customer privacy is at the utmost level of importance to U.S. Bank and its employees. The address indicated on your complaint does not match the address we have on file for your accounts. Because of the discrepancy in your address information, we are unable to provide you specific account details in this response. So that we may further assist you, please contact us at the number listed below or visit any local U.S. Bank branch so that we may update your account records accordingly. Once your address has been updated, you may contact me directly at for assistance. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (872.2657), where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking

10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I haven't used an ATM in 6 months, then in 1 day my entire checking account was drained. I called us bank and they said they would start a claim and refund my money. I later called and was told claim was started and i "might" get my money back if it was approved. I asked why someone could do multiple atm withdrawals (i still posses my card) without notification and was told i should have been alerted. And why my card was canceled but a fraud claim wasnt started like they told me they did. They said sorry idk.

Desired Settlement: I want my fraudulently stolen money returned.

Business Response: Initial Business Response /* (1000, 10, 2015/10/16) */ Dear Mr. ******: The Office of the President is in receipt of your request for assistance from the Better Business Bureau (BBB) of Minnesota and North Dakota regarding your U.S. Bank Visa(r) Check Card and corresponding checking account. We appreciate the opportunity to address your concerns. Our records reflect that on October 8, 2015, we initiated a fraud claim on your behalf. This claim included eight ATM/PIN based transactions totaling $1,471.11. We mailed you the enclosed (being sent by mail) Declaration of Unauthorized ATM/Check Card Transaction form for your fraud claim. The declaration stated that in order to qualify for provisional credit, the form must be completed, signed, and received by the bank within 10 business days of your verbal claim. At that time, we also closed your check card ending in **** due to the unauthorized activity. As of the date of this letter, we have not received your completed Declaration of Unauthorized ATM/Check Card Transaction form. You will be notified of the final resolution of your ATM/PIN based fraud claim by mail upon the completion of our investigation. On October 10, you contacted our Cardmember Service Department in regard to your fraud claim. At that time, the telephone representative indicated that she was unable to locate your fraud claim and that it appeared it had never been filed. She went on to verify which transactions you were indicating were unauthorized and again submitted the information to have a fraud claim started. The claim filed at this time included eight point-of-sale transactions totaling $181.70. The representative also initiated a duplicate fraud claim on the eight ATM/PIN based transactions referenced above. In reviewing our records, we were able to confirm that a case had correctly been initiated on October 8 for the unauthorized ATM/PIN based transactions on your account. The representative you spoke with failed to verify that the claim had been started in our case processing systems and only reviewed the notes on your account. We would like to apologize for any frustration this misinformation may have caused. On October 13, we issued provisional credits for the eight point-of-sale transactions and mailed you the enclosed (being sent by mail) Statement of Fraud to be completed and returned to us. The investigation into these transactions is ongoing and you will be notified of the final resolution of your point-of-sale fraud claim by mail. In your correspondence, you also raised concerns as to why you were not notified sooner of the unauthorized activity on your account. In an effort to protect both our accountholders and the financial institution, we have established fraud detection systems that monitor authorization requests and transactions for every account. Certain criteria, including fraud trends, transactions occurring outside of the cardholder's normal location, and spending history, may be flagged as potential fraud in our system. We routinely review our fraud strategies to account for identified fraud trends, as they are never static. Overall, this system has been effective in deterring fraudulent activity while limiting interference on our customer's account usage. We do offer additional options to alert you to any transactions above a set limit or any suspicious transactions that occur on your account. These options include both text and email alerts regarding account activity. These alternate alert options do require the customer to opt in to the service, which can be completed by visiting your online banking profile, under the My Alerts heading. We would like to apologize that we have not previously informed you of these additional alert options for your account. Should you have any further questions or concerns regarding this information or your ongoing fraud claims, you may contact me directly at . Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 12, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the apology for bumbling their customer service response to my fraud claim. What I don't appreciate is the denial of responsibility and lack of assurance that I would be made whole for the money US bank allowed thieves to steal from me. I asked why was this fraud not caught eariler and to that they replied, "monitor authorization requests and transactions for every account. Certain criteria, including fraud trends, transactions occurring outside of the cardholder's normal location, and spending history, may be flagged as potential fraud in our system." Like I stated, I have withdrawn money from an ATM 2 times in 6 months and never more than $200, then in one day "I" withdraw 400, 400, 200 in rapid succession and then I spend every penny in my checking account to the total of 1400 some dollars? And the way I find out is my card is declined at a grocery store. You put money in a bank for safe keeping, the fact that someone was able to duplicate my debit card, and get access to my pin makes me suspect that they got that info from hacking US Bank. If a bank where my money was robbed would I be told I have 10 business days to file a claim (and it takes 6-7 business days to even get the form)? It seems to me like not only was my money robbed from the bank, the bank left the door unlocked and vault open over-night! My last complaint is I was again, given 10 business days to reply, when I ask when will I find out if I get my stolen money returned to me, I'm told there is no time-table and I will receive a response in the mail. My parents opened this account for me when I was a child (they had the same thing happened and were told by US Bank that although they are not legally required to refund money stolen from debit cards, they will because they are good customers, so I suppose I will find out what I am soon), and I still have this account, I've been a good and loyal customer, I hope my bank shows the same goodness and loyalty to me.

10/23/2015 Billing/Collection Issues
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Advertising/Sales Issues
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Billing/Collection Issues
10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I asked for a wire transfer of $80,000 to go from a U.S. dollar account located in the United States to another U.S. dollar account in the Czech Republic. In my dollar account in Czech Republic, only $76,353.37 was recieved. After talking to the bank, we realized the employee decided to do a currency exchange which I never asked for or was even mentioned by her or myself during the original transaction. Nor, the words "exchange rate" or the Czech currency "crown" was ever mentioned during the transaction. Meaning, my $80,000 got exchanged into Czech currency without me asking for it, since the recieving account was in U.S. dollars, it was exchanged another time back to U.S. dollars. Because of the double currency exchange, I only recieved $76,353.37 instead of a $80,000 wire transfer into my U.S. dollar account in the Czech Republic. As soon as I realized the issue, I contacted the local branch which did the wire transfer for me. I viewed the paperwork I signed, which again only mentioned a $80,000 wire transfer, nothing about a currency exhange. The original teller told me she wasn't going to pay it out of her pocket. I have been told they cannot help me at the local branch and have been given numerous phone numbers to call. I have not been able to get any response from anyone about how they can help me. Nor have they attempted to call me back. Product_Or_Service: wire transfer

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like them to wire transfer the rest of the money($3,646.63) I did not recieve, into my dollar account in the Czech Republic.

Business Response: Initial Business Response /* (1000, 6, 2015/10/08) */ Dear Mr. *****: We received your request for assistance from the Better Business Bureau of Minnesota and North Dakota (BBB) regarding your concerns surrounding your wire transfer and the currency exchange rate. Thank you for allowing us the opportunity to research and respond to your concerns. On September 15, 2015, you visited our Dillon branch location and requested an $80,000.00 wire transfer to the Czech Republic. Our Assistant Branch Manager, Ms. assisted you in completing the transaction. Upon requesting the wire transfer, you were provided with a Pre-Payment Disclosure Review to read and the Customer Authorization form to sign. Per the Customer Authorization, it states in part; For International Wire transfers, the transfer may be made in the applicable foreign currency. In such cases, U.S. Bank or its designee may convert the amount to be transferred from U.S. dollars to the specified currency at U.S. Bank's or the designee's applicable rate in effect when the transaction is processed. The top portion of page one of the form states the amount to be transferred, the currency type and the rate of exchange. Your form shows that $80,000.00 (USD) was to be transferred to Bank of America, the rate of exchange was 0.042865 and the currency type is listed as CZK (Czech Koruna). We are including a copy of your signed form for your reference. In speaking with Ms. Gish, she does recall reviewing each of the documents with you prior to you signing. Mr. *****, thank you for taking the time to make us aware of your concerns. We apologize if you feel that the information provided to you at the time of the wire transfer was not transparent, that was certainly not our intent. By signing the Customer Authorization form, you are acknowledging that the information contained on the form is accurate and that you are authorizing us to do the wire transfer. Therefore, we are unable to comply with your request for a refund of the $3,646.63 difference in the exchange rate. While we know this is not the resolution you sought, we remain hopeful that you understand our position. Should you have any additional questions or concerns please contact District Manager directly at . Sincerely, (signed) Executive Communications U.S. Bancorp Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern, I am absolutely not satisfied with US Bank response. They stated, "for international wire transfers, the transfer may be made in the applicable foreign currency. In such cases, U.S Bank or its designee may convert the amount to be transferred from U.S. dollars to the specified currency at U.S. Bank's or the designee's applicable rate in effect when the transaction is processed". But this is absolutely not such a case since both accounts were in U.S. dollars, there was never an exchange rate needed! Instead their employee made the decision on my behalf and exchanged my funds to whatever currency she felt appropriate whithout discussing with me previously. Which in the end, has cost me substantial financial damage. When reviewing the transaction on the form, the asst. branch manager clearly pointed out with her finger $80,000 going from my account to another account in Europe. Never while reviewing the form did she mention or point out; exchange rate, Czech currency(CZK), or anything about my funds going to Bank of America to be exhanged. Would I have been informed of that, I would have stopped the transaction immediately. Without discussing or not pointing these key factors out on the form, I feel like I was misled, cheated, and robbed. I did not know there was anything about an exchange rate on the form I signed, because it was not discussed. The form was not explained to me properly, therefore I did not know what I was signing. And trying to resolve this issue was another very disappointing experience. As soon as I realized the mistake I tried to fix it immediately. No one throughout all of U.S. Bank has tried to help me or even give me a call back after leaving multiple messages until just the past week, especially considering the fact that I have been banking with them for over 30 years. They have been giving me the run-around for weeks. I have been very disappointed with the lack of customer service given to me at the local branch and throughout the whole list of phone numbers they have given to me, which no one would call me back from. I was not the one who made a mistake, I feel I have been wronged and lied to by multiple people at U.S. Bank starting from the first transaction. When I went back the day following, I felt like the asst. branch manager admitted her mistake by saying that she was "sorry" and "was not going to pay it out of her own pocket". She was very misinforming and not clear at all during the original transaction. What is even more upsetting is the story told to me by the wire transfer claims department person (Mary Beth). She said that the asst.branch manager claimed that I called my wife to "check which currency" it was supposed to be converted into. When in fact, I was calling to clarify the correct account number and address of the receiving bank. That phone call happened in front of her on speaker phone. And further, I never asked for my claim to be closed, which apparently it has been, because the wire transfer claims department(Mary Beth) refuses to help me anymore. When I asked her to re-open the case, she again refused. I didn't think I would have to resort going through the Better Business Bureau to resolve my issue. But by being treated so poorly by US Bank I was left with no other option. I certainly hope we can resolve this issue. I don't want to be told anymore how much they appreciate me as a customer. I don't want them to tell me again they are sorry for the lack of transparency during this transaction, or them wanting me to understand their position. Because I don't. I really just want my hard made money back, that due to their employees mistake have disappeared into thin air. I'm devastated, but hopeful. Thank you for your time, best regards, ******* ***** Final Business Response /* (4000, 10, 2015/10/21) */ Dear Mr. *****: The Better Business Bureau has provided to us a copy of your correspondence dated October 14, 2015 written in response to our letter to you dated October 8, 2015. Please be assured, we took your concerns very seriously upon receipt of your initial communication and researched the circumstances surrounding your wire transfer as thoroughly as possible. While we truly regret you remain dissatisfied, our position remains as stated in our previous response; we are unable to compensate you for the exchange rate difference as requested. We feel your concerns have been appropriately reviewed and addressed to the extent we are able. Therefore, any further requests for additional review of the referenced wire transfer may not result in a response from the bank. Sincerely, (signed) Executive Communications U.S. Bancorp

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Her my issue I am a single mom I work one job I had trouble with bank account due to bills I called US Bank 1-800-872-2625 several times to see what I can do talked to a guy he said I qualify for $20.00 credit for each overdraft fee but account had to be positive so I called back when it was positive and US Bank knew nothing then after I called on September 30 I got a letter from US Bank it said I could work out a repayment plan so I called US Bank at the 1-800-872-2625 said I was not eligible now I have asked this US Bank many time to help me then I would get out of the hole. My problem is they lie too much all I want is the $20 credit per fee I was promised or they put my money back in and let me do repayment plan I mean I asked this bank several times and the customer service people lie and do not fulfill their promise?

Desired Settlement: DesiredSettlementID: Billing Adjustment Just the $20 per fee I had many fees or credit my money back I re-do repayment I have a letter about that these banks need to quit lying to people I was counting on the help

Business Response: Initial Business Response /* (1000, 10, 2015/10/16) */ Dear Ms. *******: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank Checking account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly, the customers we serve each and every day. First and foremost, we are truly sorry for any misinformation provided, as it relates to the information regarding your account. At U.S. Bank we place a high value on working with our customers, and the expectation is for all employees to provide accurate information and to be courteous and professional at all times. While our bank personnel make every effort to explain our policies and procedures and to answer any questions our customers may have, it is the customer's responsibility to become familiar with the account terms. The U.S. Bank Deposit Account Agreement and Consumer Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement and attachments is a contract between the Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the Terms and Conditions of your account. Copies of these brochures are enclosed. You mentioned in your complaint that you received a letter in the mail confirming that you were eligible for a payment arrangement on your account; however, when you spoke with our Customer Service department they informed you that the account was not eligible for a payment arrangement. I confirmed with our Payment Arrangement department that a letter was sent to you on September 30 stating that your account qualified for a repayment plan. In order to understand what caused this letter to be sent, please allow me to explain the overdraft occurrences that took place in your account starting on September 14, 2015. Your beginning account balance on September 14 was $5.43. One overdraft paid fee in the amount of $36 from the previous day was assessed to the account and was automatically waived because your end of day overdrawn balance was $5 or less. Four debit card transactions totaling $99.33 and check number 1004 in the amount of $98.76 were presented for payment and paid resulting in a negative balance of $192.66. Consequently, two overdraft paid fees were assessed to the account, the following business day. Similarly, on September 21 and September 22 additional transactions were presented and paid against your account when funds weren't available to cover them resulting in additional overdraft paid fees being assessed. Please refer to the three enclosed (being sent by mail) Notice of Insufficient Funds letters we sent to you for details on these transactions. In addition, it is important to know that we do assess an extended overdraft fee of $25 beginning on the 8th calendar day if the available balance remains below zero and each week thereafter if the available balance remains below zero. Since your account remained negative for more than 8 consecutive calendar days extended overdraft fees of $25 were assessed to your account on September 18 and September 25. Finally, our records indicate two direct deposits totaling $678.50 were made to your account on October 1, bringing your available balance to positive $323.51. Please understand when an account is brought to a positive balance it no longer qualifies for a payment plan. As stated above the account balance was brought positive on October 1; therefore, the account no longer qualified for a repayment plan as described in our letter dated September 30, 2015. We apologize for any confusion in this matter. Ms. *******, we are sorry to hear of your current circumstances and apologize if you disagree with our fees; however, a careful review of your account shows that all overdraft fees have been correctly assessed according to policy. Please understand that our fees are assessed uniformly and such fees are typically only refunded in the event of a bank error. Therefore your request for a refund in the amount of $20 for each fee will not be granted in absence of a bank error. As a federally-regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. We hope the above explanation is helpful. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (800.872.2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (3000, 12, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not understand how a bank can do this Customer Service tells you something and it changes the next day yes I had a check for food I wrote I am single live off each check and I don't get food stamps I feed my son and pay my bills but these banks are out of control for fees and just tell people whatever I have a call log I know the guy told me that and they should go back check recorded calls as well they will not ,most customers are right and it the bank at Heber Springs Ar that does this I have a letter from them as well about the credits

10/20/2015 Advertising/Sales Issues
10/19/2015 Problems with Product/Service
10/19/2015 Advertising/Sales Issues
10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the month of September 2015 we had fraudulent activity on our bank account. We contacted US Bank, who sent the requested forms, but did nothing. On September 23, I contacted them regarding fraud on our acct with pin and non pin activity while we were out of the state, we sent back paperwork that they said they had, but then claimed they did not receive, they are refusing to credit my account for the related fraudulent activity and pretty much are ignoring my request for copies of my phone calls, credits, refunds to my acct, etc, the customer service reps and supervisors were very rude, and hung up on me several times, saying I had to keep sending in the information, now are requesting a police report which I will not do since they did not request this originally, they are stealing from me and my family and I will be filing a lawsuit with US bank if the funds are not credited back to the account along with all overdraft fees, they are upset because I refuse to open another acct with them. I have never had any type of fraud like this ever with any other bank, and now that I will not open an account they are refusing me access to my account. The withdrawls were from an ATM that we NEVER use, we always withdrawl from US banks, and they are refusing to help and are very rude and unprofessional.

Desired Settlement: I am requesting that they correct my account and would like a settlement in the amount of what the account is overdrawn plus all overdraft fees that ever occurred on this acct, which should total over 1500.00 between the fraud and overdraft fees that they took from us in error in the past. WE have always kept good track of our bank account and they are stealing from individuals.

Business Response: Initial Business Response /* (1000, 5, 2015/10/19) */ Dear Mr. and Mrs. ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota regarding your U.S. Bank Silver Checking account and corresponding Visa(r) check cards ending in 1743 and 1398. We appreciate the opportunity to respond to your concerns. Our records reflect that, on September 22, 2015, you contacted our Cardmember Service Department regarding numerous unrecognized transactions on the above-referenced account. At that time, two fraud claims were submitted; one on the unrecognized point of sale transactions, and the second on the unrecognized ATM/PIN based transactions. The point of sale fraud claim included two transactions that were made with the check card ending in 1398. These two transactions were in the amounts of $87.00 from T*Mobile and $40.00 from Walmart.com. There were nine additional transactions included in your fraud claim that were made using the check card ending in 1743. These transactions were $4.33 from Dairy Queen, $37.68 from Green China, and seven transactions from U Gas in the amounts of $2.18, $8.43, $21.17, $7.42, $8.34, $8.14, and $6.17. On October 1, we reviewed eight of the transactions included in your fraud claim and due to the amounts of these transactions, we made the decision to resolve these claims in your favor. This acceptance does not indicate that we accept that fraud occurred, only that we have made the decision to not hold you liable for these transactions. As such, we mailed you the enclosed final resolution letter in regard to the following transactions: $4.33, $2.18, $8.43, $21.17, $7.42, $8.34, $8.14, and $6.17. The fraud claims on the $87.00, $40.00, and $37.68 transactions are still ongoing and you received provisional credit for these three transactions on September 29. Please note, provisional credit is provided with the understanding that if your claim is denied, our provisional credit will be reversed. You will be notified by mail of the final resolution of these claims. In your ATM/PIN based fraud claim there were four transactions made with the check card ending in 1743: $13.83 from Dollar General in Wentzville, Missouri, and three ATM withdrawals in the amounts of $202.50 each. An additional transaction made with the check card ending in 1398 for $6.47 from Pearce Conoco in Wentzville, Missouri was also included in your claim. Upon the initiation of this claim, we mailed you a Declaration of Unauthorized ATM/Check Card Transaction form. This document stated that in order to qualify for provisional credit, the form must be completed, signed, and received by the bank within 10 business days of your verbal claim. On October 8, we received the enclosed copy of the Declaration of Unauthorized ATM/Check Card Transaction form. After a thorough review of your fraud claim, and the information provided, your PIN fraud claim was denied based on conflicting information presented. Based on this decision, on October 8, you were mailed the enclosed final resolution letter. On October 8, your case processor contacted Mrs. ****** regarding the denial of the ATM/PIN based fraud claim. The case processor asked for additional information in regard to the claim, travel history to Louisiana, and what had happened to your check cards. Mrs. ****** was unable to answer these questions, and only indicated that an account had been opened with another financial institution. This other account was what was utilized on the trip to Louisiana. The case processor asked if a police report had been filed to attempt to get additional information about the unauthorized activity on the account. At that time, the conversation escalated, and no further information was obtained by the representative regarding your fraud claim. Upon receipt of your correspondence to the BBB, we completed a second review of your fraud claim. I spoke with Mrs. ****** on October 15, about the ATM/PIN based fraud claim. She was able to provide further information about your trip to Louisiana from September 11 through September 23 and how your check cards were lost. She went on to let me know that Mr. ****** had lost his wallet prior to the trip to Louisiana, but had not wanted to deal with it before travelling. She also indicated that the $87.00 transaction from T*Mobile was valid and would like it removed from the claim. Based on this information, I reviewed the account further. I noted that there were additional transactions in your home area during the time period of the vacation to Louisiana. I was also able to identify that a large portion of the activity believed to be fraudulent fell into the standard pattern of usage for this account. Based on this information, we determined that our decision to deny your claim remained unchanged. You also expressed concerns regarding the quality of service you experienced when you contacted us for assistance with this matter. Please be advised that we expect our employees to be courteous and professional at all times, and we appreciate that you have brought your concerns to our attention. We apologize that you did not receive the quality of service you expect from a financial institution. Although we are unable to grant your desired resolution, we hope that you are able to better understand the basis of our decision. We have also reviewed your request for additional compensation, and the reversal of all overdraft fees on this account. However, as no bank error occurred in the processing of your ATM/PIN based fraud claim, we are unable to honor your request for further compensation. Should you have any further questions or concerns regarding your fraud claims, please contact me directly at 701.461.4437. Sincerely, (signed) U.S. Bank Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) When Ashley contacted me on October 15 2015 she mentioned they would be reversing everything and now they are stating they are not going to resolve my issue. I have no problem filing a police report which has already been done but now I will be contacting local media and the attorney generals office for their failure to comply with fraudulent activity on my account . US bank has caused us a financial hardship now and they will be sued for their illegal activity. I do not appreciate being an honest individual reporting fraud on my account and being treated the way they have treated us as a consumer. THEY OWE US OUR MONEY AND WILL PAY IT BACK TO US. I expect my money to be put back or they will be sued for millions of dollars.

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had made a payment towards my auto loan on June 19, 2014 and the payment didn't apply. I first attempted to make a payment on May 30, 2014 and the system would not make the payment due to submitting the wrong account number to my bank. An error on Us Bank's behalf. I had submitted a dispute and US Bank claim they applied my payment. But when I pulled my transaction history, the payment was not applied. I then made a second dispute about my missing payment. On August 21, 2014 I received a letter stating they applied my payment on May 30, 2014 versus June 19, 2014. In the meantime, I had made another loan payment on 7/17/14 which should have paid my loan in full except for $48.89. Because of the disputes of my missing payment I waited to pay the final $48.89 until 9/19/14. I was told this would pay my account in full. At that time, I have had NO contact from Us Bank in regards to a past due balance for late fees. It wasn't until I received a letter dated 11/7/14 that my account was past due. This prompted me to call US Bank. I still dispute that I had this balance but I arranged to pay the remaining balance and was told that my account has been charged off on 10/30/14 and I can't dispute the reporting until the balance is paid in full. Due to US Bank's lack of communication I had NO idea my account was facing a charge off. I worked hard to pay my loan off and had no issues in the 5 years I had the loan. I believe it is the Bank's responsibility to let their customers know they will be charging off an account. On my end, I thought my account was paid in full. That is bad business practice to not tell your customer when your account status is changing. I have my phone records that show US Bank NEVER contacted me!! Product_Or_Service: Vehicle Account_Number: XXXXXXUXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my credit reporting to be changed from paid charge off to paid as agreed on all three major credit reports. A complaint will be filed through the attorney general's office along with credit report agency disputes and I will be sure that I will NEVER deal with US Bank again and anyone I know will not either!!!

Business Response: Initial Business Response /* (1000, 7, 2015/10/01) */ Dear Ms. *******: We are in receipt of the request for assistance that you filed with the Better Business Bureau of Minnesota and North Dakota. Thank you for allowing us the opportunity to respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly the customers we serve each and every day. In your correspondence, you stated that you attempted to make payments towards your account in May and June 2014; however, those payments returned due to incorrect account information. You relay that you filed multiple disputes regarding these payments and that U.S. Bank claimed they applied the payments, but you discovered they did not. You received a letter which stated that the payment you made on June 19, 2014 was backdated to May 30, 2014 and stated you also made another payment on July 17, 2014. You state at that time, you only had a remaining balance of $48.89 on the loan. You delayed making this payment until September 19, 2014 because of the previous disputes you had filed. You believed that the account balance was then paid in full and state you did not receive any communication from U.S. Bank stating otherwise until November 7, 2014. After contacting U.S. Bank, you were informed that your account had been charged off for an unpaid balance. You ask that the credit reporting be changed from the status of "Paid Charge Off" to "Paid as Agreed" with all reporting agencies. We have reviewed our records and located your U.S. Bank Auto Loan ending with ***** that was opened with your name and information on June 6, 2009. In review of your account, we located a similar correspondence from you which was dated June 5, 2015 and a response was sent on June 16, 2015. We have reviewed your current correspondence in addition to your previous correspondence and our previous response. Below is an outline of your concerns and our response to those concerns. We have enclosed (being sent by mail) a copy of our previous response and the supporting documents referenced within. In review of the payments received in May and June 2014, we previously stated that those payments were made through our U.S. Bank web site and returned for an incorrect account number. Through our research we found an error with our processing and relayed to you that to correct the error, we backdated the payment that you made on June 19, 2014 to May 30, 2014 and the late fee that had been assessed was reversed. In addition, our records reflect that we spoke with you on July 19, 2014, as the account was 27 days past due at that time. The representative advised you that a payment of $363.67 posted successfully on July 17, 2014 and the amount of $48.87 was still owed; however, they may not have provided you the balance owing for late fees at that time. When no payment was received to satisfy the remaining balance, we sent you a letter on August 7, 2014 and we have enclosed another copy for your review. The letter notified you that a balance of $378.63 was owed and $49.01 was past due. We received your payment of $50.00 on September 19, 2014; yet, a balance remained unpaid. We made numerous attempts to contact you by phone between July 22, 2014 and September 22, 2014 in order to discuss the amount owed; however, the primary contact number we had on file was not valid and we were unsuccessful in reaching you at any other numbers previously provided. As a result, the amount of $308.41, which was your unpaid late fee balance, was charged off on October 31, 2014. We are also enclosing (being sent by mail) another copy of your payment history for the loan, which shows that late fees were assessed each time a payment was not made prior to the 10 day grace period expiring. We did waive the late fee which posted on July 1, 2014 prior to charge off, as part of the resolution for the payment that returned in error from June 2014. Ms. *******, we regret any frustration this issue has caused for you. However, we cannot adjust the reporting of the account because we identified no bank error in our processing of the charge off. The account is being reported as "Paid in Full after Charge Off." If you have additional questions about the reporting of the account, please contact the U.S. Bank Credit Disputes Department at 800.331.473 Sincerely, (signed) Consumer Banking Default Management Initial Consumer Rebuttal /* (3000, 9, 2015/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am attaching a second letter sent to US Bank dated 8/12/15 responding to their claim of failure to contact me. US Bank states they sent a letter to me dated August 7, 2014 letting me know my past due balance. My response in the letter clearly states that I DID NOT receive such letter and I had expressed that when I contacted US Bank in November 2014. Read your notes! I made a $50 dollar payment in September because that was what I was told my balance was!!!! I also want to make clear that I received NO phone calls from US Bank between July 22, 2014 and September 22, 2014 and I have phone records to prove it. I would like to request the phone number US Bank have on file. US Bank can't state they have the wrong phone number on file if they do in fact have the correct information on file. I have verified this before with US Bank and they do have the correct phone number, including my business phone!!! The error is that US Bank failed to communicate with me to let me know my account is going to be charged off!!! Do you have any idea how devastating that is???? Over $300????? Really???? Some businesses stay in business because of good business practices and US Bank is NOT making this right. The only way to satisfy my complaint is to correct the credit reportings to all bureaus! You have no reason not to and it wouldn't hurt US Bank to make the change! But why would you want a dissatisfied customer instead of a happy one, is beyond me! Thank you. Final Business Response /* (1000, 13, 2015/10/19) */ Dear Ms. *******: We are in receipt of the additional information that you filed with the Better Business Bureau of Minnesota and North Dakota regarding your case #XXXXXXXX. Thank you for allowing us the opportunity to further respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly the customers we serve each and every day. In your recent correspondence, you state that your previous letter dated August 12, 2015 relayed that you never received any contact from U.S. Bank by phone regarding your account. You state we had correct phone numbers on file for you and request that we provide you with the numbers we were contacting. You also relay that you did not receive the letter that was sent to you on August 7, 2014 which reflected your final balance due. You restate that you were only advised to pay $50.00 to satisfy your balance. You express your dissatisfaction with the charge off of your account and request again that we update the credit reporting. We have reviewed the correspondences received by you, in addition to our previous responses to you. In our previous responses, which copies were provided in our last response, we informed you of the calls that were placed to you in an attempt to notify you of the status of your account. We also provided details regarding any mailed notices that we sent. Below is an additional summary of our attempts to reach you by phone and other means. In review of the phone calls placed to you during July 2014 through October 2014, our systems reflect that we had three contact numbers on file; a home phone number ending with 7735, a business phone number ending with 2677 and an alternate cell phone number ending with 7061. Our records reflect that we spoke to you on July 19, 2014 and at that time, we verified all phone numbers on the account as being correct; however, when we attempted to call you at the home phone number on July 23, July 29, and August 6, 2014 the line was disconnected. We also called your business phone number on August 6, 2014 and were advised you were not in yet for the day. Additional attempts were made to contact you at your home phone number but the line remained disconnected. On August 20, 2014 we made another attempt at your business number but the line was dropped after being placed on hold. On September 10, 2014 we attempted to contact your home phone number and business phone number again, but we were unable to reach you. Please know state and federal guidelines limit the number of attempts to contact you regarding the loan. In review of the letter we sent you on August 7, 2014, we show that the address listed on that letter is the same address that is listed on the correspondence we received from you. We have no record of any returned mail from that address. Our records further reflect that you had your account set up to view your statements online. We have enclosed copies (being sent by mail) of the last 6 statements that were generated for your loan. Each of those statements detailed the principal and interest payments due, as well as any other charges assessed which reflected under the "Other Due" category. The statements provided reflect that you had $309.06 owing for other amounts due, which included outstanding late charges that had not been satisfied. Please understand that each customer has a responsibility to manage their account appropriately by satisfying payments timely and understanding the balances due. Ms. *******, we regret any frustration this issue may have caused for you. Since we found no error in our processing of the charge off, we cannot adjust the reporting of the account. We believe that our responses are sufficient in addressing all your concerns brought forth in your current as well as previous correspondences. Please know that that because the recent correspondence is a duplicate inquiry regarding the same matters, we will not reinvestigate. Additionally, please understand that as permitted by the Fair Credit Reporting Act, unless provided with new information, U.S. Bank will not reinvestigate any future duplicate inquiries on this same matter. If you would like to further discuss the reporting of the loan, please contact the U.S. Bank Credit Disputes Department at 800.331.4738. Sincerely, (signed) Consumer Banking Default Management

10/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am request full reimbursement 500$ for the stolen balance gift card. I purchased a pre-paid visa gift card ending in 1323 with balance 500$ in local super market in June, 2015. In July 2015, I found out the balance 500$ were all used up by unknown someone . I immediately reported this crime to BanKcard Service, and faxed all the requested document and local police case report. so far, I only received 110$ replacement gift card ending in 8566. I am request full reimbursement 500$ for the stolen balance gift card.

Desired Settlement: I am request full reimbursement 500$ for the stolen balance gift card.

Business Response: Final Consumer Response /* (2000, 12, 2015/10/15) */

10/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Went into bank to deposit a check that I do every month. When I got to my usual branch everyone who worked there was different than usual so they did not know who I was which the old staff would have. I went to deposit my check which was a third party check which I have done on a monthly basis for 2-3 years most of the time it being a third party check. I was negative in my account $60.53 which has also happened before and the bankers which one was a district manager and a second was a manager as well.They both informed me that there would be a 7 day hold on the check which also has never happened before it has always taken 2 or 3 days to clear. They were asking myself and my boyfriend all kinds of questions about the check and being very rude. When I asked why a hold was being placed they would not give me any explanation except that it's policy which I found weird since I've been doing it for years and there's never been a problem. I did get upset while I was in the branch because I was just so confused and they would not offer me any explanation as to why they were doing that and felt that we were treated very poorly by both managers. The date that I was in the bank was the 24th of the month so the funds I was depositing would not be available until the 2nd of the following month. I tried to explain to them that I have rent and bills due that would have been on time if not for the 7 day hold but there was no compassion on their end what so ever. When I started to get upset they instead told me they could refuse the check all together if they wanted to. After leaving the branch I went home and called the banks 800 customer service number which I talked to 5 different people and told my whole story 5 times which got me absolutely no where except that it should not have happened that way and the only person that could lift the hold was a district manager which was already the person involved when I went in. A customer service tried to talk to the branch for me but the manager refused to lift it.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the hold lifted and an apology for the unprofessional manner that they treated us as well as they should be more consistent and informative to customers regarding their policies and procedures.

Business Response: Initial Business Response /* (1000, 10, 2015/10/07) */ Dear Ms. ********: We received your request for assistance directed to the Better Business Bureau of Minnesota and North Dakota (BBB) regarding your recent experience while depositing a third party check. Thank you for allowing us the opportunity to research and respond to your concerns. On September 24, 2015, you visited our Louisville location to deposit a check made payable to your daughter in the amount of $3,000.00. Upon depositing the check, you were informed that a seven business day hold would be placed on the deposit and the funds would become available on October 3, 2015. We understand that this was the first time you had experienced a hold on a deposit and feel as though it was not clearly explained. We apologize if the reasoning behind the hold was not made transparent; this was certainly not our intent. At the time of your account opening, you were provided with a copy of Your Deposit Account Agreement. Within this brochure, it explains the rules and regulations that govern your account. We can refuse to accept any item for deposit for any reason, or no reason, or impose conditions on a deposit. At the time of your deposit, the branch elected to place a seven business day hold on the funds and verbalized this to you. A copy of the notification of the hold would have been provided to you at the time of deposit explaining the hold; however we understand that you left the branch prior to this being provided to you. I have included a copy for your reference. Ms. ********, thank you for taking the time to share your experience with us. We understand that you elected to close your account and were able to receive the funds from your deposit on October 2, 2015. We show that the closure process was completed on October 5. We appreciate your feedback and wish you well in your future endeavors. Should you have any additional questions or concerns, please contact Assistant Branch Manager (redacted)directly at (redacted). Sincerely, (signed) Executive Communications U.S. Bancorp

10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb. 3, 2015 I went in to close out my accounts. The account were never closed like I asked. I received several over draft charges. I went in and talked to a manager, Lindsey, and finally got two of my accounts closed. She also told me that she could contact me to let me know how this were going and never did. I had to go back in because I received another notice of owing them money to find out why this last account was still open. This time I talked to the assistant manager, Diane, and she said that she needed to have the corp. office take care are this issue. She told me to call her the following Monday. When I call I had to leave a voice message. She never got back to me to let me know if this account was closed or not. This whole thing has taken 9 months and is still not resolved.

Desired Settlement: DesiredSettlementID: Correction to a credit report Reverse any and all charges on the account and closed out the accounts. And if this has been added to my credit report I want a correction.

Business Response: Initial Business Response /* (1000, 5, 2015/10/07) */ Dear Ms. *******: We received your request for assistance filed with the Better Business Bureau of Minnesota and North Dakota regarding your interactions with our Northtown Minnesota Office and your request to close your accounts. We are committed to the products and services we offer, but more importantly the customers we serve each and every day. Thank you for allowing us the opportunity to respond to your concerns. Please accept our sincere apologies any frustration or inconvenience this matter may have caused you. It is our goal to be efficient, knowledgeable and courteous, and we share your disappointment in learning of any instance in which we have not delivered the level of service our customers expect. Please know that we have shared your experience with the appropriate management teams, including the district and regional offices that oversee the branch of concern. In your summary, you reference visiting our Northtown Minnesota Office requesting to close your accounts on February 3, 2015. Although we are unable to locate any records of your visit on February 3, we show that your savings account ending in **** was closed with a zero balance on February 13 with the remaining $64.12 in funds being transferred into your checking account ending in 9649. We've enclosed a copy of the final savings account statement as confirmation of account closure. We also understand that your intent was to close your checking account and the linked Reserve Line of Credit that same day. Our records also show that the remaining balance of $23.59 in your checking account, in addition to a deposit for $0.10 and the $64.12 that was transferred from your savings account was all applied towards your Reserve Line with an $87.81 payment on February 13. An additional $12.37 was also separately applied as a payment to your Reserve Line that same day for a total overall payment of $100.18. This was done to pay back a $100 Overdraft Protection advance that was made from your Reserve Line to your checking account on February 10 as, prior to that advance, your Reserve Line was at a zero balance. Your checking account and Reserve Line remained open and on March 2, another $100 was advanced from your Reserve Line when two automatically recurring check card transactions for $29.95 to VISA RPT MYSCORE and $49 to VISA **************** were paid on March 2 and 3 respectively. The $100 advanced on March 2 was enough to cover both purchases and your account was assessed a $12.50 Overdraft Protection Fee. This left your checking account open with an available balance of $8.55 and Reserve Line with a balance of $100.29 as of March 6. A $25 automatic payment was made from your checking account to your Reserve Line on March 26, again overdrawing your checking account and causing another $50 Overdraft Protection Advance on March 27. The recurring check card purchases referenced above were paid again on March 31 and April 2 resulting in yet another $100 advance from yourReserve Line. The $12.50 Overdraft Protection Fee was applied for both transfers. At this point, your checking account had a remaining balance of $22.65 with your Reserve Line owing $227.85. The remaining $22.65 in your checking account was applied towards your minimum payment due on your Reserve Line on April 27 but this was not enough to satisfy the $25 minimum monthly payment due. Your Reserve Line was assessed a $20 Late Payment Fee on April 29. The same two recurring check card purchases were paid again a third time from your checking account on May 1 and 4 but no further funds were advanced from your Reserve Line on this occasion and your checking account received two $36 Overdraft Paid Fees on May 4 and 5. We understand that it is likely you were unaware of this account activity up to this point until the two enclosed Notice of Insufficient Funds letters were physically mailed to you as your monthly account statements we being sent electronically via online banking. On May 7, you contacted 24-Hour Banking and reported six disputed transactions, all for the recurring monthly check card authorizations referenced above. On May 14, we refunded the four $12.50 Overdraft Protection Fees, the two $36 Overdraft Paid Fees and a $25 Extended Overdraft Fee that was assessed on May 8. On May 19, your checking account received provisional credits for all six disputes; three in the amounts of $29.95 each and three more for $49 each. Although these credits were sufficient to bring your account back into good standing, they did not post in time to prevent a second $25 Extended Overdraft Fee on May 15. Additional automatic payments were made to your Reserve Line on May 19 for $2.35 to cover the remainder of your April payment and for $25.97 on May 27 to cover your May payment. On June 25, another $25 automatic payment was made to your Reserve Line from your checking account. On July 27, the enclosed final resolution letter was mailed to you as notification that all six dispute claims you filed were resolved in your favor. Funds were not automatically transferred from your checking to your Reserve Line to cover your July payment and your Reserve Line received another $20 Late Payment Fee on July 29. As of your August 7 statement cycle, your checking account had an available balance of $101.78 and your Reserve Line a balance owing of $206.35. Upon receiving notification of the resolution of your disputes, we understand that you again reached out to our Northtown Minnesota Office. On August 14, the remaining $101.78 in your checking account was applied towards your Reserve Line and your checking account was closed. On August 18, one of the $20 Late Payment Fees was refunded to your Reserve Line along with $13.58 in interest. This left a balance remaining of $72.82 as of September 8. We show that on September 29, the second $20 Late Payment Fee and remaining $53.67 balance owed were reversed from your Reserve Line and it was closed with a zero balance owed that same day. We've enclosed all available account statements spanning throughout the period of this activity for your reference and a final statement confirming the account closure will be forthcoming. Ms. *******, we are truly sorry to learn of the amount of time and effort that was required from you to close your accounts. As requested, please accept this letter as confirmation that all your accounts are closed and that there was no derogatory reporting to any of the major credit reporting agencies regarding this matter. Sincerely, (signed) Executive Communications U.S. Bancorp

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10/9/2015 Problems with Product/Service
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10/9/2015 Billing/Collection Issues
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10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Credit of $250.45 & $1.06 has not been received. I contacted US Bank on July 15th requesting a check for my credit of $250.45. I was told by the representative the first check didn't go through because of the post office returning it. She said she was going to cancel the check and reissue another one. I received a letter to the verified mailing address from US Bank notifying me that the check was cancelled but I never received the check. I called today and was told the same thing, the post office is returning the check. I do not have another address to send the check to and requested them to send the check in another form of mail. US Bank was able to send my new credit cards in another form of mail so I don't see why they can't send me money owed in another form of mail. The rep said it was not possible to mail me the refund check any other way and said I should contact USPS because it's not US Bank that's not giving me my money. I have contacted USPS and there is nothing showing on their end as to why they would have rejected the mail.

Desired Settlement: I would like a refund check for the balance on both accounts, $250.45 and $1.06, sent to me with another company besides USPS.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ Dear **************: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding the above-referenced accounts. We are sorry to learn of the frustration you have experienced regarding a credit balance on your credit card accounts. An attempt to contact you about this matter by telephone was made on September 25, 2015; regrettably, we were unable to reach you. Our records reflect that the last name listed on your accounts is different from the last name listed on your correspondence with the Better Business Bureau. We feel that this may be the reason that you have not received the refund check on your account ending in ****. We understand that you would like your refund check delivered using a carrier other than the United States Postal Service. Prior to exploring alternate delivery methods, we need to confirm the name that is listed on the account, and if necessary, assist you with any updates that may be needed. In order for us to further assist you with this matter, please contact Craig at*************. Please accept our apologies for any inconvenience this matter may have caused you. If you have further questions concerning your accounts, please contact Cardmember Service at************* (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service

10/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a US Bank Cash Plus credit card in order to receive a $100 cash bonus promotional offer. US Bank has refused to pay this bonus. I signed up for a US Bank Cash Plus credit card in order to receive a $100 cash bonus promotional offer. US Bank has refused to pay this bonus. The company claims that I did not sign up correctly for this bonus. I applied through the correct link on the website and followed all necessary requirements in order to receive the bonus. I have tried to work with the company 3 times regarding this matter and each time customer service representative are unhelpful and promise to look into the problem and solve it, but they never contact me back. The company has is trying to not honor their promotional offers and accusing me of not signing up for the offer "correctly." This is a feeble attempt to not live up to their promotional offers.

Desired Settlement: I am requesting that US bank credit my credit card account the $100 that I was supposed to receive as part of this promotional offer. I am only asking for what I am entitled to and want US Bank to honor their promotional offers.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Dear ***** ** ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding our decline of your request to apply a promotional offer of a $100.00 cash back bonus upon spending $500.00 within 90 days of opening your U.S. Bank Cash+ Visa Signature(r) account. Our records reflect that a letter was mailed to you on September 8, 2015, which provided the reason for our decision to decline your request. We have enclosed a copy for your review. The letter advised that, in order for the offer to be honored, your application must be received through a specific channel, and was not. This offer was only available through a variety of our affiliates' websites, and it is a requirement that the application be submitted using the specific link provided. The application for your account was submitted through usbank.com utilizing a different promotional offer with a variable Annual Percentage Rate (APR) of Prime plus 9.74%, currently 12.99% on purchases, and a 0% APR on balance transfers for nine billing cycles, when requested within the first 30 days. In light of the above information, our decision to decline your request remains unchanged. Please be assured that our decision did not occur without our most careful consideration, Mr. ******. We are continually reviewing our marketing material to ensure that our offers are clear and concise. We apologize for any frustration and/or inconvenience you may have experienced as a result of this matter, as it was certainly not our intention to make you feel unappreciated as our customer. If you have any further questions concerning your account, please contact Cardmember Service at 800-285-8585 (we accept relay calls). Sincerely, Kacie Miller Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the explanation and reasons listed for the denial of my claim. I do not consider this matter closed or resolved. I find two major reasons why US Banks argument is not correct in regards to denying my claim. My first major disagreement is that one representative said that I needed to apply directly through the company's website in order to qualify for this offer. The most recent representative that has contacted me says that I should have applied through one of the company's affiliates websites in order to have received the $100 cash bonus. US Bank cannot have it both ways. US Bank cannot tell me definitively how I should have applied and they do not even have record of how I applied originally. The second area of disagreement is that in a recent letter receive by another representative it says that the card qualifies for a different promotional offer which includes a Prime plus 9.74% rate, currently 12.99% on purchases, and 0% APR on balance transfers for 9 billing cycles. But this is the same offer I applied for, but they are leaving out the fact that a $100 bonus was also included as part of this promotion offer. The rate and 9 month 0% on balance transfers was also part of the $100 bonus offer. Please see attached documentation to substantiate my claims. I have kept all documentation and records relating to this claim. I am requesting that US Bank pay this $100 cash bonus offer in order to resolve this matter completely. If we cannot resolve this matter through the Better Business Bureau I will have no choice but to continue with my claim and work with the Consumer Financial Protection Bureau (CFPB). I have tried on numerous occasions to resolve this matter with US Bank but the company does not show the willingness to honor their promotional offers. Final Business Response /* (4000, 9, 2015/10/09) */ Dear ***** D. ******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your continued concerns. Our records indicate that the above-referenced account was applied for at usbank.com. Once approved, your account would have a variable Annual Percentage Rate (APR) of Prime plus 9.74%, currently 12.99% on purchases, and a 0% APR on balance transfers for nine billing cycles, when requested within the first 30 days. There was no cash-back bonus associated with this application channel. The offer you requested to receive on your existing account, for which you indicated you intended to apply in your previous correspondence, required you to apply through an affiliate website that provided a link to usbank.com. The APR terms for purchases and balance transfers were the same as the website you applied under; however, by applying through the affiliate website, you would receive a $100.00 cash-back bonus when you spent $500.00 in net purchases (purchases minus credits and returns) within the first 90 days. After a review of the letters enclosed in your correspondence, we can confirm that you were correctly advised that, in order to receive the particular offer you were inquiring to receive, you needed to have applied via the correct application channel. As you did not apply through the correct website, our decision remains unchanged, and we are unable to honor your request for the $100.00 cash-back bonus. We apologize for any misunderstanding that occurred. Although we are unable to comply with your request, we appreciate your business and support. If you have any further questions concerning your account, please contact Cardmember ******* at 800-285-8585 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember *******

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a prepaid visa card and tried to rescind the offer. The card turned out to not be a prepaid visa. They also damaged my credit. ******* ****** Harley Davidson/US Bank Corp Visa Account number ending in **** I signed up for a prepaid visa card and it turned out not to be. US Bankcorp refused to allow me to rescind the offer and get my money back. I ended up using the card because they had my cash. They reported me to the credit bureaus for using over half of the prepaid ammount and they damaged my credit. It has damaged my ability to refinance my home, buy a car and so forth.

Desired Settlement: Any any all damages associated with their actions.

Business Response: Initial Business Response /* (1000, 5, 2015/10/07) */ Dear BBB: Our records show that we responded on October 2, 2015 to a separate complaint by ******* ******. Our response is reproduced below. U.S. Bank's position regarding this situation has not changed. Dear ******* ******: U.S. Bank is in receipt of your request for assistance from the Consumer Financial Protection Bureau. We appreciate the opportunity to respond to your concerns regarding your above-referenced account. On September 23, 2015, our Credit Bureau Disputes Department received a notice from our Cardmember Service Department, that you were disputing the information we reported to the three major credit-reporting agencies. We reviewed your account and it was confirmed that your account information was reported correctly. Please understand that, as the credit bureaus require accurate reporting of the manner in which each account is maintained, we are unable to remove valid delinquencies from your credit report. A letter was mailed to the address listed above on September 29, which advised of this information. A copy of which has been enclosed for your records. Our records indicate that your account was opened on June 25, 2014, via an online application. During the application process, you are required to review and accept the terms and conditions of the account before submitting your application. We can confirm that nowhere in the terms and conditions does it state that the Harley-Davidson(r) Visa(r) Secured Card is a prepaid card, as you indicated in previous correspondences with our Cardmember Service Department. Therefore, we have found no bank error that occurred with the establishment of your account, and as advised in the paragraph above, the inquiry will remain on your credit report. In addition, your account reflected as past due in May 2015 and June 2015, as a result of payments not received towards your April 22, May 22, and June 22, 2015, due dates. As these late payments were not caused by bank error, the past-due reporting will remain on your credit report. We apologize for any inconvenience this has caused you. We show that you contacted our Cardmember Service Department on June 27, 2014; this telephone call was reviewed for verification of accuracy and quality. You advised the representative that you had not received your new Secured Card as of the date of the telephone call. The representative advised that your account was just opened on June 25, and you should receive the new credit card within 7-10 business days. You indicated that you had opened the account for a specific purchase and were wondering how to close, as that purchase was not needed anymore. The representative explained that a written request was needed to close your account, and once received, you would receive your $500.00 Secured Savings Account deposit back within two billing cycles. After hearing this information, you requested a supervisor to speak to. As one was not available at that time, a callback was submitted. On June 28, a supervisor attempted to contact you via telephone. However, as you were not available a message was left, and no telephone call was returned. On July 9, a written request was received to close your account, and that same day, your account was closed. At that time, your Secured Savings Account reflected a balance of $500.04. As a result, $409.06 from your Secured Savings Account was applied to your existing balance, and the remaining $90.98 was mailed to your via check at the address listed above. In your closure request, you did indicate that you have made attempts to rescind the credit card offer. Please be advised that there is no option to rescind a credit card offer once it has been approved, as all terms and conditions, referenced in the above-paragraphs, were made available to you prior to your application submission. Please understand that implementation of any policies or procedures does not occur without our most careful consideration. It certainly was not our intention to make you feel unappreciated as a customer. This policy is not arbitrary and is applied uniformly and without prejudice. Although we are unable to comply with your requests, your business and support are important to us. If you have any additional questions or concerns regarding your account, please contact Cardmember Service at 800-699-2281 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) the statement on behalf of US Bankcorp proves they violated multiple State and Federal laws. I prepaid US Bankcorp for the prepaid Visa in the amount of $500. Below are 2 laws that specify my right to rescind the purchase of that product. In the letter above it states,"Please be advised that there is no option to rescind a credit card offer once it has been approved". US Bankcorp has to operate within the laws of the land. US Bankcorp must comply with Texas and Federal laws. I've made a good faith attempt to allow US Bankcorp to fix their mistakes. If their stance is to pretend like they did nothing wrong I will be forced to take action. I'm grateful that US Bankcorp's attorney was nice enough to admit in writing that US Bankcorp violated the law. Below are two laws I'm referring to. The Federal Trade Commission has adopted the Cooling-Off Rule to protect consumers in many purchase transactions. With this legal protection, buyers are permitted to cancel qualified purchases of $25 or more within 72 hours. Texas Business & Commerce Code CHAPTER 39. CANCELLATION OF CERTAIN CONSUMER TRANSACTIONS BUSINESS & COMMERCE CODE CHAPTER 39. CANCELLATION OF CERTAIN CONSUMER TRANSACTIONS § 39.001. DEFINITIONS. In this chapter: (1) "Consumer" means an individual who seeks or acquires real or personal property, services, money, or credit for personal, family, or household purposes. (2) "Consumer transaction" means a transaction in which one or more of the parties is a consumer. (3) "Merchant" means a party to a consumer transaction other than a consumer. (4) "Merchant's place of business" means a merchant's main or permanent branch office or local address. For a state or national bank or savings and loan association, the term includes any approved branch and any registered loan production office. Added by Acts 1997, 75th Leg., ch. 1008, § 3, eff. Sept. 1, 1997. § 39.002. APPLICABILITY OF CHAPTER. (a) This chapter applies only to a consumer transaction in which the merchant or the merchant's agent engages in a personal solicitation of a sale to the consumer at a place other than the merchant's place of business, and the consumer's agreement or offer to purchase is given to the merchant or the merchant's agent at a place other than the merchant's place of business: (1) for the purchase of goods or services for consideration that exceeds $25 payable in installments or in cash; or § 39.003. CONSUMER'S RIGHT TO CANCEL. In addition to any other rights or remedies available, a consumer may cancel a consumer transaction to which this chapter applies not later than midnight of the third business day after the date the consumer signs an agreement or offer to purchase. Added by Acts 1997, 75th Leg., ch. 1008, § 3, eff. Sept. 1, 1997.

10/7/2015 Advertising/Sales Issues
10/6/2015 Problems with Product/Service
10/6/2015 Advertising/Sales Issues
10/6/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Unauthorized ATM charges by US Bank 2 weeks ago found out $1006 missing from my checking account. Call right away the bank and the recommend to cancel my ATM card order a new one and transfer me to fraud department to open a case for "credit" on the money missing. After that phone conversation I went to the US Bank branch in topanga & Roscoe the teller print the claim form and fax it after that police report file as well Talk to the fraud department several times over the phone they have no information about my money untill today that the I was told my credit case Was declined First I don't need or want credit I want my hard work earn money, this bank stole over thousand dollars from my account and they don't feel responsible about this theft or neither they care, very rude careless

Desired Settlement: I need my hard work earn money back that was stole from my account

Business Response: Initial Business Response /* (1000, 5, 2015/10/02) */ Dear Mr. *******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota regarding your U.S. Bank Silver Checking account and associated Visa(r) check card. We appreciate the opportunity to respond to your concerns. Our records reflect that, on September 20, 2015, we initiated a fraud claim on two ATM transactions totaling $1,006.00 on your check card ending in 8727. These transactions were for funds that had been withdrawn from your checking account ending in 1577. On September 29, we denied your claim and sent you the enclosed letter notifying you of the resolution. We based our denial on several factors including location, pattern of use of the card, and conflicting information. Upon speaking with you on September 30, 2015, and receiving updated information your case was reopened. We issued credits to your account totaling $1,006.00, and mailed you the enclosed letter notifying you that the claim had been accepted. We also credited $16.95 in fees that were assessed to your account due to the fraudulent activity. Mr. *******, we want to assure you that U.S. Bank is committed to the customers we serve each and every day, and we regret any frustration or inconvenience our delay in resolving this matter may have caused. We also appreciate the time that you took to bring your concerns to our attention. If you should have any additional questions regarding your fraud claim please contact me at . Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to thanks all the parties involved that the care and help me get my stolen money back. Thanks to BBB & US Bank (couple employees only), also the LAPD identity theft division that still working in my case and hopefully they found these criminals

10/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I submitted a payment for my credit card on their site. It said it processed but it didn't. Then they reported it to the credit bureaus I work out of town quite a bit and I submitted a payment online for my credit card online for the account ending in ****. For some reason it didn't go through due to a US bank glitch. I thought that it was paid and next thing I know there was a 30 day late mark. I have paid this card on time over 200 times. I have 0 negative marks on my credit. This was the first and it lowered my credit 40 to 50 pts. I called into US Bank and they said to write a letter, so I did. They then reported it to the bureaus. I called again and they said they sent me a letter that I never received. My credit is important and due to site glitch, my credit has been lowered. I would like this fixed and they said no. My next step is to report this to as many places as possible. I am going to submit a similar review of this to rip-off report, yelp, google reviews, Facebook, and as many review sites as I can find. They wrote a bad review of me due to their website glitch so now I am going to write bad reviews on them. I have processed a lot of money through US Bank and now I am going to look at closing all of my accounts and switching to a bank that is more appreciative of my loyalty and will fix problems when they occur. US Bank is unwilling to fix their problem which becomes my problem.

Desired Settlement: I want them to take off the negative report to my credit.

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ Dear ***** ** *******: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns. Please accept our apologies for the difficulties you have encountered while inquiring about a payment you attempted in January 2015. The original response to your correspondence to our Credit Bureau Disputes Department was mailed to you on May 14, 2015. We are sorry to learn that you did not receive this response; while our decision has changed, we have enclosed a copy of the letter from May 14 for your records. Please be advised that we no longer have record of your online interactions from January, as the timeframe exceeds our data retention period for maintaining your online activity. As a result, we are unfortunately unable to fully investigate this matter on your behalf. However, after a review of your account, we have made the decision to send a correction file to the three major credit-reporting agencies to remove the delinquent reporting for your January 2015 billing period. While it is ultimately the responsibility of the credit-reporting agencies to update your credit file accordingly, we will continue to work with the agencies until we have received confirmation that the past-due reporting has been removed. We have also taken this time to credit the $26.00 Late Payment Fee and $37.00 Late Payment Fee which were originally assessed to your account on January 11 and February 11, 2015, respectively. You will see a credit for these amounts, totaling $63.00, on your October 15 billing statement. We are sorry to learn that you may wish to close your account due to this matter, and hope that you will reconsider your decision. If you still desire to close your account, or if you have further questions, please contact our Cardmember Service Department at 800-285-8585 for assistance (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service cc: Better Business Bureau of Minnesota and North Dakota Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very happy they have decided to remove the negative hit on my credit. I would like to have this complaint removed from the us bank bbb history. I think that it was a misunderstanding that they are resolving. Please remove the complaint from the US bank bbb file.

10/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Trying to register our vehicle and the state of Kansas needs ORIGINAL title We have been trying to register our vehicle in the state of Kansas for over a year now. The laws state that in order to register an out of state vehicle in the state of Kansas you MUST have the lien holder send the original title to the treasures office in order to register and pay the taxes on the vehicle. We have faxed the request on three separate occasions and called US bank and all they can produce is a faxed copy of the title. I have even went and spoke with a US Bank manager here in Kansas that called and she got the same run around. We have been on numerous phone calls with the representatives with US Bank and to date they cannot figure out that we need the ORIGINAL TITLE. All they can do is say "we cannot send the original title" we have been paying $800 for a car payment and that does not include insurance. What do we have to do to communicate that the treasures office needs the original title to register the car. WHAT DO WE NEED TO DO TO GET THE ORIGINAL CAR TITLE? We cannot drive our car even though we are making the monthly payments. Are you going to compensate us for YOUR inconvenience? Are you going to send the ORIGINAL title so we can register and not get hit with a tax penalty? We would like our questions answered and this issue resolved. However at this point I don't know if your company is capable of fixing this issue as we are in the process of refinancing our vehicle.

Desired Settlement: The state of Kansas needs the original title to the vehicle to register and pay taxes on our car. We have been paying for a vehicle that we cannot drive at no fault of ours. I want the year of payments refunded to us along with the Original title sent to the Treasures office

Business Response: Initial Business Response /* (1000, 7, 2015/09/25) */ Dear ****** A. ****** and ******* ******: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your loan account with U.S. Bank. We appreciate the opportunity to respond to your concerns. First and foremost, we are truly sorry for any misunderstanding which may have occurred, as it relates to the state to state title transfer request for this account. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Whenever a ******** feels we have not delivered the level of ******* they expected to receive, we appreciate being made aware of the circumstance so it can be immediately reviewed and appropriately addressed. Upon review of your loan account it has been determined we received a request from the State of Kansas on August 25, 2014 for a copy of the front and back of the Virginia vehicle title to allow you to get the vehicle identification number inspection prior to registering the vehicle in the State of Kansas. The request received also stated the Leavenworth County Treasurer's Office would contact us for the original title to begin processing the application and produce an electronic Kansas title. On August 27, 2014 a letter was sent to the Leavenworth County Treasurers Office to advise, as Virginia is an electronic title state, a paper title was requested. Our records indicate the copy of the Virginia title was faxed to Leavenworth County at XXX-XXX-XXXX, on September 10, 2014. U.S. Bank received a request from the Kansas Department of Revenue on September 15, 2015 requesting to surrender the Virginia title to issue a Kansas title. This letter confirms the Virginia title, number XXXXXXXX, was sent to the Leavenworth County Treasurer on September 22, 2015. Please accept our apologies previous requests received were not processed as requested. We regret any frustration or inconvenience this issue has caused. Please be assured that we make every effort to assist our customers with their account needs while remaining in compliance with applicable regulations and company guidelines. It is our goal to provide efficient, knowledgeable, and courteous *******. Unfortunately we are unable to reimburse for one year of payments as requested. We appreciate your candor in taking the time to write. We trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (XXX-XXXX), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (2000, 9, 2015/10/05) */

10/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My complaint consists of being falsely charged for a product or service that was never received by me that US Bank is alleging. They are stating that I have a balance from their bank that is negative and that has never been authorized or signed for by myself. In my attempts to try and rectify the matter with the Branch Manager Chris ******** and his regional manager Kurt ***** I have been advised that they will not validate my dispute and that my only recourse is to pay them money that I do not owe. They have also unfairly reported me to ChexSystems as to having a negative account. I resolved an account that I had with US Bank back in March 2011. I was dissatisfied with US Bank and associates and made a decision to conduct my business with a new banking institution. They also took my Savings account which was closed with a $0 balance and charged me $30 for closing the account and $4 per month for 2 months for a fee that again they have just come up with and was never explained to me. I do not agree nor do I allow US Bank to continue reporting me as being negative and intend on also filing a formal complaint with the OCC and the Attorney General. I also intend to file a complaint against ***************** who was paid money on behalf of US Bank only to be told that ***************** did not correctly discuss with US Bank its resolution intent and has refused to provide me a letter showing I paid and resolved the matter that US Bank Alleges on behalf of a Closed and Paid Checking account. I refuse to allow this bank and its representatives to cheat me out of money that they are not entitled to and hold me hostage by keeping a negative record against me with ChexSystems. This is unacceptable and is against the law. The cannot treat people with this type of unprofessional business practice and unlawful billing

Desired Settlement: DesiredSettlementID: Other (requires explanation) The only resolution that I will accept is this negative reporting be deleted per the Fair Credit Reporting act and that this matter be investigated to the fullest extent. I will not at this time nor any time in the future pay US Bank for money that it is alleging without proper documentation along with a signed contract and all available documents proving the allegations. US Bank has committed fraud against me at this point and I intend to fight this to the fullest extent of the law.

Business Response: Initial Business Response /* (1000, 7, 2015/09/22) */ Dear Mr. *******: We are in receipt of the correspondence you filed with the Better Business Bureau regarding your U.S. Bank checking account ending in #****. Thank you for allowing us the opportunity to investigate and respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly the customers we serve each and every day. In your correspondence, you state that you have been charged for services that you did not authorize, and that you have not been provided with any documentation signed by you authorizing these services. You have spoken with the branch manager and regional manager for your account in an attempt to resolve this issue, and did not receive a satisfactory response. Furthermore, you state after you had closed your savings account with a zero balance, fees totaling $38.00 were assessed and the bank closed the account with a balance owing. You also state that you issued payments to *****************, who was collecting on behalf of U.S. Bank, but those payments were miscommunicated to U.S. Bank, causing the account to be reported incorrectly. You state you are willing to take further action unless the negative reporting regarding your U.S. Bank accounts is removed, and state that you will not issue any payments unless the bank can provide you with proof that you authorized the services you are being charged for. We have carefully reviewed our records, and noted that we have received the same concerns indicated above from both the CFPB and the Arizona Attorney General's office in October 2012, and the enclosed response dated October 25, 2012 addressed those concerns. At that time, ***************** provided us their records confirming they agreed to the settlement amount of $375 and remitted the payment to us. Our records indicate we applied the payment to your checking account on March 31, 2011. Please know that as of April 9, 2011, the checking account ending in #**** was reported as settled in full to ChexSystems. They were unable to send you any confirmation letters as you had requested because you were not willing to provide them with a valid mailing address. We have also confirmed the balance associated with the savings account ending in #**** has been waived. As noted in our previous reply, this account was never reported to ChexSystems. With respect to your concerns regarding the Checking Account Advance, please understand that this type of service does not require a signed agreement. As the advances requested were completed through our Internet Banking service, the terms and conditions were agreed to prior to each advance. If the terms had not been agreed to, the funds would not have been advanced. We have provided copies of the statements generated prior to the closure of the account, as well as the notices and letters sent to you advising you as to the status of the account. If you did not authorize any of the transactions appearing on the statements, we encourage you to contact our Fraud Liaison Center by calling ************. At this time, a balance of $550 is owed to the Checking Account Advance, and we have not received any payments towards this debt. Mr. *******, we regret any frustration this issue may have caused for you. Our previous responses have addressed all your current concerns. Please know that that because the recent correspondence is a duplicate inquiry regarding the same matters, we will not reinvestigate. Additionally, please understand that as permitted by the Fair Credit Reporting Act, unless provided with new information, U.S. Bank will not reinvestigate any future duplicate inquiries on this same matter. If you have any further questions regarding the accounts or would like to inquire about payment options for the balance owing of $550 to the Checking Account Advance balance that remains outstanding, you are welcome to contact our Recovery Department by calling ************. Sincerely, (signed) Consumer Banking Default Management

10/5/2015 Advertising/Sales Issues
10/5/2015 Advertising/Sales Issues
10/5/2015 Advertising/Sales Issues
10/5/2015 Problems with Product/Service
10/5/2015 Guarantee/Warranty Issues
10/5/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
10/2/2015 Advertising/Sales Issues
10/2/2015 Problems with Product/Service
10/2/2015 Problems with Product/Service
10/2/2015 Advertising/Sales Issues
10/1/2015 Billing/Collection Issues
10/1/2015 Advertising/Sales Issues
10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US BANK HOME MORTGAGE HAS BE GIVING ME THE RUN AROUND EVERY TIME I CALL, THEY WILL NOT GIVE ME ANSWER AS TO WHY MY FINAL MODIFICATION PAPERWORK HAS NOT BEEN SENT TO ME YET. BUT THEY ARE EXPECTING A MORTGAGE PAYMENT OF $911.36. AND MY MORTGAGE REPRESENTATIVE SAID THAT A PYMT IS DUE BY SEPT 1 2015. I HAVE YET TO RECEIVE ANY INFORMATION REGARDING THIS FINAL MODIFICATION. THEY ARE NOT WORKING WITH ME AND THEY ARE VERY RUDE TO ME. I HAVE CALL EVERYDAY AND THEY STILL ARE NOT WORKING WITH ME. I JUST WANT MY FINAL MODIFICATION PAPER WORK SENT ASAP THEY DID SAY IT WAS DELAYED BUT AS TO WHY, I HAVE NOT HEARD ANYTHING.

Desired Settlement: FINAL MODIFICAITON PAPERWORK.

Business Response: Initial Business Response /* (1000, 10, 2015/09/18) */ Disclaimer: This correspondence is provided to you only for informational purpose and/or for the purpose of compliance with the loan documents and/or applicable law. Certain protections are available under the United States Bankruptcy Code. By this correspondence, U.S. Bank is not attempting to collect a debt, impose personal liability, or in any way violate the provisions of the United States Bankruptcy Code. Dear ***********: This letter is in response to your complaints, filed with the Consumer Financial Protection Bureau, which were received by U.S. Bancorp on September 8 and September 16, 2015, and the complaint filed with the Better Business Bureau, received by U.S. Bancorp on September 10, 2015. I have been asked to respond to your concerns regarding the above-mentioned property, and appreciate the opportunity to do so. Our records indicate we received your last trial payment on July 31, 2015, and your account was passed to final underwriting on August 4, 2015. We do apologize for the length of time that it is taking to issue your final modification documents. Please understand that we are currently working to complete the final modification documents to ensure their accuracy, before the final documents can be issued to you for execution. At this time there are no payments required, but we do encourage that you continue to make the monthly trial payment of $911.36, until your final modification documents are received, as this will help to reduce the overall principal and interest on your account. Your first modified contractual payment will be December 1, 2015, and your modification documents will be issued prior to that date. We certainly understand your frustration and apologize for any inconvenience. We hope this response provides you with the clarification you were seeking regarding your concerns. Should you need to discuss this matter further, and to receive the most up to date information regarding your modification documents, please contact your Relationship Manager (RM), (redacted), by phone at 855.698.7627, extension (redacted), Monday through Friday from 8 a.m. to 7 p.m., Central time, or via email at (redacted)@usbank.com. You may also contact the Default Complaints Escalation Center at ************, Monday through Friday, 8 a.m. until 8 p.m., Eastern Time, or via email at rmdmconsumeradvocacycenter@usbank.com. Best regards, (signed) Customer Advocacy Specialist

9/29/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: 09/23/2015 TKE Per phone call with the consumer: "I pulled my credit report about 3 months ago and I found that US Bank used my entire social security number as the account number for my credit report. I requested that they don't use the full social security number as the account number. I tried to call their 1-800 number to address the issue to no avail. I already filed a complaint with the CFPB and they responded saying that account numbers included full social security number. I am taking preventative measures to make sure that my information doesn't get stolen. US Bank and *********** are a part of the problem, they can't take a simple request to send over to the credit department to correct a simple request and send it to the 3 major credit bureaus. These are issues related to the identity assurance act of 1998. Why is it that every other lending institution hasn't used my social as an account number but US Bank and *********** does?"

Desired Settlement: *** See about for resolution

Business Response: Initial Business Response /* (1000, 6, 2015/09/28) */ Dear Ms. ********: We are in receipt of your complaint filed with the Better Business Bureau dated September 23, 2015, regarding a Federal Stafford Loan listed on your credit bureau report. Thank you for affording U.S. Bank the opportunity to receive your feedback and respond to your concerns. Your most recent letter refers to issues identical to those addressed in your earlier letter dated September 4, 2015 to the Consumer Financial Protection Bureau. U.S. Bank responded to you regarding that matter on September 17, 2015. We have enclosed a copy for your reference. As permitted by the Fair Credit Reporting Act, unless provided with new information, U.S. Bank will not answer future duplicate inquiries on this same matter. Your most recent letter is a duplicate inquiry into the same matter to which we have already responded. Therefore, without receipt of additional information and/or documentation, this matter will not be investigated further. Please provide us with documentation that shows your social security number is not truncated on your credit bureaus. We hope that this response provides you with an understanding of our position. Sincerely, (signed) Student Lending Operations *********** Spokane, WA 99220-9923 ************** ext. Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) US Bank IS RESPONSBIBLE for adhering to the State Law, Identity Theft Laws, Social Security Laws, The Privacy Act of 1974, The Right to Financial Privacy Act of 1978, Omnibus Reconciliation Act, HIPAA Privacy Laws, and Freedom of Information Act public law 54-409(prohibited from releasing sensitive and personal information). US Bank has admitted in a letter on 9/17/2015 that they have in fact utilized student(s)social security numbers as an account number(s). The World will know exactly how US BANK AND *********** operates in its entiretly and they have been EXPOSED accordingly. US BANK CREATED THE PROBLEM and THEY ARE RESPONSIBLE FOR THE CORRECTING THE PROBLEM. They also will be held liable for any Identity-Theft related issues as well that MAY OR MAY NOT arrise out of this matter. I will keep addressing the issues stated above until this is fully resolved on behalf of US BANK and *********** HIGHER EDUCATION and until US BANK AND *********** HIGHER EDUCATIONS gets the picture in its full entirety. US BANK does not get to utilize entire social security numbers as account numbers at all-Period. They also will not be deemed as very intelligent buy assuming the consumer is perfectly fine with utilizing a truncated social security number(s) that discloses the first 5-6 digits of the social security number on the credit reports as well. Due to the responses that I have received and gibberish written letters received from US BANK not addressing the issue in regards to such serious matters such as this will lead further and sustained actions to remedy this situation.

9/29/2015 Billing/Collection Issues
9/29/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a U.S Bank Focus Pay card that my work puts my pay check onto, that I lost, I called and ordered a replacement card. I got the card and I checked the balance and seemed to be what was check was that also had my 1000 bonus on it. A week before I was T-Boned and the lady that hit me had no insurance and the information she gave me was false. So I was stuck having to pay to get my car fixed, so i took the money out of my pay card that I needed and I spent it because it was in my account and I thought it was mine. Then when I tried to buy something the next day it was declined. I checked the balance and it was over -1100 dollars. US Bank Focus Card admittedly told me they had made the mistake when I called and complained, they put the amount the was on my lost card onto my replacement card twice, didn't realize it for a while and they after I had already spent the money they went and took $1100 out of my account with asking me or anything. When I called and complained, they were no help at all and were very rude, they said there is nothing we can do, so when my next pay check got deposited, they just took almost my whole pay check to fix there mistake. They wouldn't even give me a payment plan so I could slowly pay iy back, they just said there is nothing we can do. So now I have no money until my next check, all of my bills will have late fees, and I literately don't have money for food because this company took my paycheck to fix their mistake.

Desired Settlement: DesiredSettlementID: Refund I would like the money that they took from me, and they can figure out a way to fix their mistake with out using my pay check.

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ Dear Mr. ******, We received your email forwarded to us by the Better Business Bureau (BBB) regarding a U.S. Bank Focus Card. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Thank you for affording us the opportunity to respond to your concerns. Your complaint indicates concerns about an extra $1,100 that had been placed onto to your card. You state that you had deduced that the amount was your payroll plus an additional amount for a bonus you were expecting. You had withdrawn the extra funds as you need to pay for car repairs, but then noticed the next day that the funds had been removed. You state that you contacted our customer service area and were told that the amount had been loaded to you card in error and has been removed to correct the error. You are asking that we replace the funds that were removed to correct the error. After further research, we have determined that on August 24th you contacted our customer service area to notify us that you card ending in 2329 had been lost and at that time you asked for a new card to be rushed to your address. Shortly after the customer service agent moved the funds totaling $1,146.41 from card ending in 2329 to the new card ending 2316. The transaction history also shows that the same amount was moved on August 25th, duplicating the movement in error. On August 31st the duplication error was realized and corrected by removing the duplicated credit of $1,146.41. This was an error on our part and is isolated to your account. To compensate you for our error we have refunded all fees charged for the original card replacement totaling $25.00 on August 25th as well as we have added an additional $50.00 courtesy credit. Your available account balance as of September 18th is $56.00. We are unable to return the amount debited on August 31st as those funds were not intended to have been credited. Mr. ******, we are truly sorry your experience with the U.S. Bank Focus Card was not satisfactory and we regret any inconvenience this may have caused for you. We also understand this may not be the response you sought, but we remain hopeful you will understand our position in this matter. My number is being provided to you by mail in case you have further questions. Sincerely, (SIGNED) U.S. Bank Prepaid Operations Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) 50 dollars does not cover all the late fees I had for my regular bills, and everything else I had to get in the two weeks. You at least should have given me a payment plan or something so I could pay back your mistake in like 3 months. I was not able to survive on 66 dollars for two weeks, you can't just take peoples entire paycheck because you made a mistake, some of us do not make millions and live pay check to pay check and you guys really honestly almost made me homeless and starve. 50 dollars does not cover the hell you guys put me through in that 2 weeks.

9/24/2015 Problems with Product/Service
9/24/2015 Advertising/Sales Issues
9/24/2015 Billing/Collection Issues
9/24/2015 Problems with Product/Service
9/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is that I have ended a Car Lease in July 2015, and I am being billed erroneously for Excess Mileage & EWT at the Lease Termination. I leased a 2012 Volvo XC 90 from Ft.Washington, Pa. dealership. Car arrived with 370 miles on it at start of lease. My lease was for 15,000 miles/year, and 3 years.At lease end, Dec. 2014, Mileage at turn in would be 45,000. I chose to extend lease due to my new vehicle not being available until July 2015, a 2016 Volvo XC 90. I called US Bank, and they extended my lease in increments of 2 months at a time, which we did & I continued to pay the monthly lease, @ 1,250 miles/mo.This carried me through June 2015. My vehicle arrived on 7/17, and I turned my vehicle in. Total Mileage was 53,008. Based on my lease extensions my turn in miles would be 52,500 plus the 370 at start, equaling, 52,870 miles. So, 53,008 miles-52,870 = 138 miles excess mileage which should equate to a charge of $24.84 @ $.18/mile excess charge, not $1,374.84. US Bank after month 4, April 2015, did not send me the form to extend lease until June like they had done for Jan-Feb, & March-April. They sent me statements, and I continued to pay the lease of $580. I called them each time informing them that my new car was not ready & I needed to extend lease again. I followed all directions given to me by US Bank and I feel they were negligent for those last 2 months that I needed to extend as well, & I did not receive the extension form in order to fax back to them acknowledging that I wanted to extend.US Bank is attempting to charge me for those miles, but I do not owe the higher amount. I have called a number of times to get this resolved, and 2 of their reps, Ray, & Adam @ *****, on August 20th & Aug. 27th, went over my account and researched the excess mileage and actually figured out that it was an error on US Bank's part. US Bank is not accounting for my lease extension mileage/month. Also the reps concluded that the 1,250 miles/month in the 6 month extension would equal the 45,000 lease miles plus 7,500= 52,500 miles plus the 370 at lease start which gave me 52,870 miles, minus the 53,008 = 138 miles over and a charge due of $24.84. I was instructed to call back which I did 10 days later, Adam @ **** stated that he would have to do a manual amendment due to US Bank not having the last 2 month extension on file, which would correct the mileage, & I explained that I had called in April 2015 about continuing to extend the lease due to the car not being ready until July, now. At that time, the rep instructed me that the lease would be extended for 2 additional months through June 2015, and that US Bank would mail me lease statements which I received and paid on time. Also, there is a charge of Excess Wear & Tear for $125 to repair a scratch on the right passenger side wheel rim which I also was told initially that it was not excess wear & tear, yet US Bank is trying to recover this which I think is also unfair, This car was returned in almost perfect condition and I went over the car at lease end with the salesman, Scott ******** from the Volvo dealership in Ft. Washington, Pa., and he stated that the car was fine and had no problems or excessive damage. I am also disputing the charge to replace the wheel rim for $125.00. I have had 2 Volvo XC90's and each time returned the car with no damages at lease end.The customer service people at US Bank are not trained properly, they hold you on the line for long periods of time and then keep transferring you to other people while no one wanted to handle my dispute of the bill I received.In my view, I owe US Bank the $24.84 for the 138 excess miles I actually had when I turned the vehicle back in to them on 7/17/15.

Desired Settlement: The correct charges at my lease termination should be the $24.84 which I acknowledge is owed to US Bank.

Business Response: Initial Business Response /* (1000, 7, 2015/09/21) */ Dear Mr. *******: Re: Lease account ending -**** I am in receipt of your complaint filed with the Better Business Bureau regarding the end of term statement for your leased 2012 Volvo XC90. I have been asked to review and respond to your letter, as it involves my direct business line. I appreciate you bringing your concerns to our attention, and providing the opportunity for further explanation. Thank you for bringing the mileage concern to our attention. We researched your assertions and determined that the mileage was not added for your extended months. As such, we have adjusted the miles (which concur with those in your letter to the Better Business Bureau), and reduced the mileage charge to $24.84. Excess Wear and Use is applicable per Section 19 of your contract. Excess Wear and Use includes, but is not limited to: (2) dented, scratched, chipped or rusted areas on the body. In addition to this information in your signed contract, you also received a brochure entitled Guide to Your End of Lease Options. This brochure was mailed to you on September 24, 2014. The brochure gives examples of what is considered normal and excessive use. The rim damage to your wheel is clearly listed under "Excessive". We offer a free inspection, which is detailed in the aforementioned brochure. The brochure informs of the free inspection under "Option #2". Our records show that you did not utilize this free inspection service prior to the return of the vehicle. Even though the dealership inspected the vehicle at time of turn in; they are not authorized inspectors of U.S. Bank, and; therefore, cannot speak as to the damage that U.S. Bank considers excessive. If you wish to re-review the inspection that was completed on your returned lease vehicle and the itemization of the excess wear and use charges, you can do so by accessing https://www.datascanfieldservices.com/ -- Click on Inspection Reports; enter Inspection #: (redacted) and lease #: (redacted). We have reviewed the inspection in depth, and determined the rim charge is valid; and will not be removed. The balance due on your lease account has been updated to properly reflect the mileage charges. The current balance due on your account is $163.33, for the excess mileage, excess wear and use, and applicable taxes as assessed by the State in which the vehicle was registered. Should you have any further questions, would like to discuss payment options, or make payment arrangements, you may do so by contacting an End of Term Leasing Specialist at: (800) ******** during their normal business hours (Monday - Thursday: 8:00 AM - 7:00 PM EST, Friday: 8:00 AM - 4:45 PM EST, and Saturday: 8:00 AM - 12:00 PM EST). We understand you have many choices when choosing a financial services provider. It is our hope that there will be the opportunity to more favorably impress you with U.S. Bank's customer service and financial solutions in the future. Thank you, (signed) Lease Maturity Management U.S. Bank Asset Remarketing Initial Consumer Rebuttal /* (2000, 9, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/22/2015 Problems with Product/Service
9/21/2015 Advertising/Sales Issues
9/21/2015 Problems with Product/Service
9/21/2015 Billing/Collection Issues
9/18/2015 Billing/Collection Issues
9/18/2015 Billing/Collection Issues
9/18/2015 Advertising/Sales Issues
9/18/2015 Advertising/Sales Issues
9/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank failed for almost 3 years to correct a bank error on my credit that has greatly harmed my credit score. In 2012, US Bank admitted to making an error that caused me to have a 30 and 60 day late payment on my credit report. The bank does not dispute that this was a bank error. In 2014, when I learned that this was on my credit report and causing damage (I had credit accounts lowered and suspended), I went to them to correct this with the credit bureaus. They told me they corrected it. In December of last year, I was made aware it was still on my report and the bank told me they corrected it. April of 2015, I was made aware that this was still on my report and the bank said they corrected it. Recently, I have tried to buy a new house, and learned this has not been corrected. In going to the bank and having them call, it appears that US Bank, in only one instance in the last 18 months, sent one update to only one credit bureau. They kept telling me it was corrected but there is no indication they ever actually updated the other two credit bureaus or did anything to actually correct the issue. Now, after spending countless hours on the issue, I am forced to qualify for a loan for a new house at a higher rate and pay significantly higher costs as this is still after 3 years and dozens of times talking to US Bank, showing up on my credit report.

Desired Settlement: US Bank agreed to give me a $50 credit in my checking account for this. Keep in mind, the mistake is STILL showing on my credit report. This amount is an insult to how much time and suffering this has created and continues to create. I would like US Bank to call me and offer me something that at least seems to recognize the pain, suffering and damage they have caused.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ Dear ***** *********: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding an account you hold with U.S. Bank. We appreciate the opportunity to respond to your concerns. We have reviewed the information provided in the complaint summary regarding your credit report. Unfortunately, there was insufficient information in your correspondence to investigate your dispute, and there are multiple accounts on record under your customer profile. We share your concern regarding the accuracy of the information we provide to the Credit Reporting Agencies. In order to research your concerns and properly respond to your complaint, we will require additional information. Please provide details of when the error occurred, months and year, description of the error, and a copy of the credit report which indicates delinquencies have been reported. This information can be faxed to my attention at XXX-XXX-XXXX or mailed to the address below: U.S. Bank Attn: Research **** ****** ****** ******** ** XXXXX We regret any inconvenience or frustration this matter has caused. Please be assured we make every effort to assist our customers with their account needs while remaining in compliance with applicable regulations and company guidelines. It is our goal to provide efficient, knowledgeable, and courteous service. If you have any further questions, please contact our 24-Hour Banking Department at 800-USBANKS (XXX-XXXX), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) For 3 years, i have had to spend countless hours and write countless letters to correct a mistake YOU MADE that very negatively affected my credit. If i am going to spend more time documenting this issue, it is going to be for an attorney to seek damages. If you want to investigate this issue, rather than asking me to do more work on your behalf, you should call US BANK Stadium Branch in Portland. They are very aware of the mistake. Ask to speak to Joseph ******* or their bank manager. Please follow up with me via email or response when you have done this.

9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Talked to a banker who informed me I was assessed a fee that was bank error and to return the next day for refund. Next day was told it was my mistake The banker I inquired to about my account agreed it was a bank error that I was assessed overdraft fee and that if I returned the next day I would get my full refund as the transaction was still pending. I returned the following day only to be told that it was my mistake even though I opted out of overdraft protection, it didn't count with checks and the check hit there was money but my joint account partner received new ATM cards and had been using the joint account card instead of his solo account card to make purchases without knowing. After explaining the situation and what I was told the previous day, Mr. ******* told me that the other banker was new and didn't understand policy, and that he would not honor what she said. I was surprised that an institution would put someone they claim was not properly trained to deal with my situation. I explained that I had never overdrawn the account and he said he would work with me but only reverse half. I informed him that it wasn't about the other $18 but the principle of good business ethics that he doesn't punish me, nor the banker for a human error, and that I returned in good faith that what I was told was accurate. He was unwilling and very rude in the manner he treated me. I told him I would be complaining and had I not had a transaction going through in a few days would have closed the account. I complained through us bank website who informed me that his manger was informed, however no one got back to me about anything regarding the issue and how I was treated by this employee.

Desired Settlement: A refund of the full amount promised and better training for bankers who represent the branch and US Bank.

Business Response: Final Consumer Response /* (2000, 6, 2015/09/17) */ The regional manager returned my call, apologized and offered full refund and to talk to banker personally. Also informed me kindly about the policy.

9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of U.S. Bank for at least five years now and I swear they are just money hungry. Recently I added my joint account to my main account as a back up for in case my main account went negative money would automatically be replaced by my joint account. Now this is all my money it all just balances out, but they decided they get to charge me 12.50 every time one account puts money into the other one. They told me because it is an electronic source transferring the money they can charge me. It is my money going into the account why should i be penalized for a service they offer me. I never was charged in the past this just started recently and its frustrating. I hate that this bank is so money hungry and doesn't stick to their policies and do not even give disclosures saying you will be charged. What is the point of a service if you have to pay for it when it is from your account and your money. They have all these hidden fees and just randomly change policies I hate it but i never switched banks because it is connected to child support and the switch is complicated so i have been sticking it out but it is getting bad here. This bank just wants people to give them their hard earned money

Desired Settlement: DesiredSettlementID: Other (requires explanation) i want refunded the 12.50 twice they charged my account since they never gave me a disclosure saying these charges would happen, i never would have signed up or added another account to the service if i knew the charges were there. my savings account was hooked up to this and never once got a charge for transferring money automatically and now all of the sudden they charge like crazy

Business Response: Initial Business Response /* (1000, 7, 2015/09/16) */ Dear Ms. ******: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank checking account. We appreciate the opportunity to respond to your concerns. We are committed to the products and services we offer, but more importantly, the customers we serve each and every day. The U.S. Bank Deposit Account Agreement and Consumer Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement and attachments is a contract between the Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the Terms and Conditions of your account. Copies of these brochures are enclosed. You indicated in your complaint that you were not provided disclosures when you requested to add overdraft protection to your checking account. Please understand, the section of the Account Agreement on page 13 titled Overdraft Protection Plans explains if you have linked eligible accounts, and the negative available balance in your checking account is $5.01 or more, the advance amount will transfer in multiples of $50. If, however, the negative available balance is $5 or less, the amount advanced will be a maximum of $5 and the Bank's fee (refer to the Consumer Pricing Information Brochure-Overdraft Protection Transfer Fee for fee amount) will be waived. The section of the Consumer Pricing Information brochure titled Miscellaneous Checking, Savings or Money Market Fees explains there is an overdraft protection fee of $12.50 for all checking accounts. However, if you have a Gold Checking account, the fee is $7.50, or there is no fee with a Platinum Checking account. Having an account linked as overdraft protection is an optional service we offer where you can have funds from an eligible account such as a line of credit, credit card, or savings account automatically transferred to your checking account if you happen to overdraft on your checking account. When a checking account has an account linked as overdraft protection and account balance falls below zero, your overdraft protection account will automatically advance funds to your checking account to offset the negative balance. Our records indicate your savings account was added as overdraft protection to your checking account prior to October 21, 2010. In addition, on August 12, 2015, your checking account ending in 2353 was added as a second position for overdraft protection to your checking account ending in 9219. As such, when your checking account ending in 9219 falls below a zero balance, your savings account ending in 1240 would automatically advance funds to your checking account to offset the negative balance. However, if there are not sufficient funds in the savings account to offset the negative balance in the checking account, we will automatically advance funds from the checking account ending in 2353. Please understand, any overdraft protection accounts that are linked to your checking account are listed on each monthly checking account statement under the heading "Overdraft Protection". We have enclosed a copy of your most recent account statement confirming your overdraft protection accounts. However, our records indicate your savings account ending in 1240 was closed on September 1, therefore; the account is no longer linked to your checking account ending in 9219 as overdraft protection and this change will be reflected on your next monthly statement. I would like to review the transactions that were processed August 31 to assist you in better understanding why an overdraft protection fee was assessed on your account. On August 31, your beginning account balance was $1.16. Two funds transfers from your account ending in 2353 totaling $77 were credited to your account bringing your account balance to $78.16. The account had two debit card authorizations totaling $45.31 which brought your available balance to cover any additional items presented for payment on that day to $32.85. Two debit card transactions totaling $38.37 that were presented for payment and paid bringing your available balance to negative $5.52. As such, your checking account ending in 2352 transferred the remaining balance of $20.88 into your checking account to offset the negative balance. Subsequently, a $12.50 overdraft protection transfer fee was assessed to your account ending in 9219. Ms. ******, you mentioned in your complaint that you were never assessed an overdraft protection fee in the past. However, our records indicate that an overdraft protection fee was assessed to your account on March 11. We have enclosed a copy of the statement confirming this fee. Please keep in mind, only you as the account owner know all of the debits you have authorized against your account and as the account owner it's your responsibility to have funds available in your account to pay all debit transactions you have authorized. The best way to avoid an overdrawn account is to track your balance, deposits and withdrawals. Our free Online Banking and automated phone system are both available 24 hours a day to give you complete control of your account balances and activity. We also offer different types of text or email alerts that will let you know when your balance falls below a designated amount. Please visit our website at www.usbank.com for more information regarding account alerts. You may also contact us that the phone number referenced below for assistance. We apologize if you disagree with our fees; however a careful review of your account shows the overdraft protection fees were correctly assessed according to policy. Your agreement to the terms and conditions of the Overdraft Protection Plan is authorized by your continued use of the Plan. If you would like to remove the overdraft protection to prevent the fees from occurring in the future, please contact us directly at the number listed below. Please note, if the account becomes overdrawn, with no overdraft protection, a fee of $36 per transaction may be assessed. As a federally-regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800-USBANKS (872-2657) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (3000, 9, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) when i opened my savings account there and had the overdraft protection added to that i was never charged when they transferred from that account to my main account, not once was there a charge. So since i was never charged I added my joint account for over draft protection too, just to play it safe. That is when all the fees started i never recieved a disclosure that told me i would be charged or else i never would have added the account. US Bank is so money hungry it is not even funny. This has to be a new policy i was never told about because like i said i was never charged in the past and i used this over draft quite a few times from my other accoubts. This was done unfairly and i was charged unfairly without a heads up about this charge. honestly you should not be allowed to charge someone fr money in their account it was my money to begin with and you just charge me for using my own money i could see if it was the banks money but it wasnt. it was my money out of my account to be penalized without even being told i would be charged is ridiculous

9/17/2015 Advertising/Sales Issues
9/17/2015 Advertising/Sales Issues
9/17/2015 Billing/Collection Issues
9/16/2015 Problems with Product/Service
9/16/2015 Advertising/Sales Issues
9/16/2015 Problems with Product/Service
9/15/2015 Problems with Product/Service
9/15/2015 Problems with Product/Service
9/15/2015 Problems with Product/Service
9/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a mortgage with US Bank; due to unforeseen financial problems we began to get behind in 2014. We were assigned a mortgage mitigation person in November 2014; her name was Alyssa ******* She told us to send in certain payments that would keep us out of danger of losing our home. We abided by that agreement. About March or April of 2015 ; our mortgage mitigation person was changed to Melody ******* Since she has taken over; it has been a bi-weekly harassment , stating we are 4 months behind on our mortgage, either by phone or mail or sometimes both. On August 19, 2015 we were called and told our home was in foreclosures due to non payment since April of 2015 and in order to keep our home; we must pay back payment amounts and fees in 14 days. And in last few months, when we make a payment they have been sending the payments back. I have a US Bank account that all my payments are going through. I went back 18 months and these are the payments I made:X-XX-XX XXX.XXX-XX-XX XXX.XXX-XX-XX XXX.XXX-XX-XX XXX.XXX-XX-XX XXX.43Missed July XXXXX-XX-XX XXX.XXX-XX-XX XXX.XXXX-XX-XX XXX.43Missed November 2014Was assigned mortgage mitigation person and was told to send in following amounts:XX-X-XX XXX.XXX-XX-XX XXX.XXX-X-XX XXX.XXX-X-XX XXX.XXX-XX-XX XXX.XXX-XX-XX XXX.XXX-XX-XX XXX.XXX-XX-XX XXX.00 ( due to husband being off work because of medical reasons, I had a verbal agreement with mortgage company to pay 300.00 at this date and other half of payment in two weeks )X-X-XX XXX.43 was paid ( according to agreement ) and then this payment was sent back to me.X-XX-XX XXX.43 ( returned back to us on X-XX-XX)Was told they could not take half payments ( person in mitigation office) but was told we could because of medical reasons. I do not see us 4 months behind and being told we are in foreclosure. We are doing the best we can with what we have and we are trying to make payments and they are being sent back. Product_Or_*******: Mortgage Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this foreclosure stopped. And I want the many people that has been harassing us for months, stating we are behind 4 months to stop. I want to keep our home. We are only missing 2 1/2 months of payments and we do not have a large income and allow us to make partial back payments when we have extra funds

Business Response: Initial Business Response /* (1000, 7, 2015/09/01) */ Dear Lawrence *** ******* This letter is in response to your complaint, filed with the Better Business Bureau, which was received by U.S. Bancorp on August 21, 2015. I have been asked to respond to your concerns regarding your Relationship Managers and Payment Plans, and I appreciate the opportunity to do so. An account is assigned a Relationship Manager (RM) when the account becomes delinquent, is referred to foreclosure, and/or is active in loss mitigation review. Alyssa ************ was assigned as your RM on December 18, 2014. On April 23, 2015, Melody ****** was assigned as your new RM. Our records indicate that you have had the same RM throughout each loss mitigation review. The purpose of an RM is to answer any questions you may have related to your mortgage account. The RM is not involved in the income review or decisions made regarding the outcome of our review; however, the RM is able to see account notes regarding the status of the application and relay those notes back to you. We received your Request for Mortgage Assistance (RMA) on December 16, 2014, and opened your account for review. On December 19, 2014, we issued an Acknowledgment of a Facially Complete Application (enclosed) informing you that we would complete our initial review to determine your eligibility within the next 30 days, and forwarded your account to our Pre-Underwriting team to verify your financial information. The financial verification was completed on January 15, 2015, and your account was reviewed to determine your eligibility. On January 16, you were approved for a Payment Plan. You were to begin making payments in the amount of $1,127.67 from February 26 through April 26, 2015. On January 30, 2015, your authorized third party Susie *** ******* called to ask whether you could submit partial payments. We informed her that if you paid less than the agreed payment, the Payment Plan would be denied as we cannot accept partial payments once a payment plan is established. On February 6, 2015, you spoke with a representative and informed them that you were going to submit a letter declining the Payment Plan. We received a partial payment in the amount of $540.43 on March 2, 2015. Because this was less than the Payment Plan payment of $1,127.67, we began to close your loss mitigation review. On March 5, 2015, we issued a Loss Mitigation Summary Information packet (enclosed) informing you that you were no longer approved for a Payment Plan as you failed to remit payments in accordance with the agreement. Your review was closed on March 18, 2015. We received a new RMA on April 22, 2015, and opened your account for review. On April 24, we issued an Acknowledgment of Request for Loss Mitigation Options (enclosed) informing you that we received your application, but needed additional documentation in order to conduct our initial review. On May 5, we received your 4506-T transcript, income worksheet, and one paystub. The final paystub needed was received on May 13. On May 14, we issued an Acknowledgement of Facially Complete Application (enclosed) informing you that we would complete our initial review to determine your eligibility within the next 30 days, and forwarded your information for verification. We completed the financial verification on June 4, and you were approved for a Payment Plan. You were to begin making payments in the amount of $945.12 from June 26 through September 26. In order for us to continue with your repayment plan we needed to receive your first payment by June 26. On June 19, we received a call from a branch representative. She inquired whether she would be able to accept a partial payment from you in the amount of $300.00 on that day, and stated that you would submit the remainder of the payment in one week. We informed the branch representative that she could accept your partial payment as you were active in loss mitigation and your account was not in foreclosure. Please understand that at this time we could accept partial payments as your Payment Plan had not started. We should have received the remainder of your payment by June 26, 2015. We never received the remainder of your payment. Your Payment Plan began on June 26. In order to remain in compliance with the Payment Plan you had to make payments in the amount of $945.12 each month through September 26. On July 3, we received a payment in the amount of $240.43 however, the payment was not the agreed amount, and it was returned to you. On July 6, you spoke with a representative who informed you that we could not accept the $240.43 because it was not a full payment. In order to accept the Payment Plan you have to send in full payments in the amount of $945.12 each month. The representative informed you that you could make one payment of $648.34 (we already had $300 from your June 19 payment) before July 26, and if the payment was not received by then you would have to submit two payments. On July 29, you were issued a Loss Mitigation Summary Information packet (enclosed) informing you that you were no longer approved for a Payment Plan as you failed to remit payments in accordance with the agreement. Your review was closed on August 18 and you do not currently have a loss mitigation request pending. If you would like to re-apply for Loss Mitigation assistance, please complete the enclosed Loss Mitigation workout application. You may send this in via fax at 877.903.6972 or mail at: U.S. Bank Home Mortgage Attention: Default Resolution Department **** ********* ****** ********** ** XXXXX We also offer other types of Repayment Plans. For more information about our repayment plans please contact our Collections Department at 800.365.7900, Monday through Friday 7:00 a.m. through 10:00 p.m., and Saturday from 9:00 a.m. through 2:00 p.m., Central Time. You must be able to provide your total monthly income and expenses over the phone. Regarding the payments you have referenced, they were applied to your account as follows: Payment Received Payment Amount Applied to February 18, 2014 $574.94 February 2014 March 14, 2014 $574.94 March 2014 April 28, 2014 $574.94 April 2014 May 23, 2014 $540.43 May 2014 June 24, 2014 $540.43 June 2014 August 28, 2014 $540.43 July 2014 September 25, 2014 $540.43 August 2014 October 24, 2014 $540.43 September 2014 December 8, 2014 $400.00 Suspense January 21, 2015 $250.00 (pulled $290.43 from suspense leaving $109.57 in suspense) October 2014 February 3, 2015 $540.43 November 2014 March 2, 2015 $540.43 December 2014 March 30, 2015 $540.43 January 2015 April 27, 2015 $540.43 February 2015 May 22, 2015 $540.43 March 2015 June 19, 2015 $300.00 Suspense Your mortgage loan account is due for five payments, beginning with the April 26, 2015 installment. When you make a partial payment, the funds are held in a "suspense account". This allows us to accrue partial payments until they are sufficient to be applied as a regular monthly payment. Once the funds in the suspense account cover a regular monthly installment, that payment is then applied to your loan. You currently have $409.57 sitting in your suspense account. Your account has not been referred to foreclosure at this time. Please understand that any account that is 120 or more days delinquent is considered at risk of being referred to foreclosure. We hope this response provides you with the clarification you were seeking regarding your concerns. Should you need to discuss this matter further, please contact your Relationship Manager, Melody ******* via email at *************@usbank.com or by phone at ************ extension XXXXXXX, Monday through Friday, 7 a.m. to 8 p.m., Central Time. You may also contact Default Complaints Escalation Center at 855.211.4872, Monday through Friday, 8 a.m. to 8 p.m., Eastern Time, or via email at **************************@usbank.com. We appreciate the opportunity to address your concerns. Best regards, (signed) U.S. Bank Home Mortgage ******** Advocacy Specialist Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I was assigned to Alyssa ************ in December 2014; aggreement was made and kept. Then in April I was assigned Melody ******* Between April and August I have spoken to Ms. ****** at least 30 times and have spoken to numerous other people because she was not in office. Ms. ****** has told me several times I had not made a payment since April. But I know I have, because each month I go to the US Bank site and hit make a payment; 540.43. Never once did Ms. Dupree say that our payment amount had went up to 648.13 and the make a payment on the site never showed a increase. When my income became insuffient to make a payment of 540.43; I contacted the bank. A payment plan of 1, 127.67 was offered to me; how could I pay 1, 127.67 , if I could not afford 540.43. I never received any new papers in June. As far as June 19, 2015 , the first partial payment was made and then the second payment was made and was sent back. I also made a payment in July of 540.43 and it was sent back. I never received a new loss mitigation paper in July. I finally spoke to someone on August 21, 2015 and asked for help again. I received a packet to fill out on August 31, 2015 and It was filled out and sent back on September 1, 2015. My bring home income is 2072.00 a month and my debts are far above that, of 5142.82 a month. Just my utilities for 1 month is 3, 350.74. I have a truck payment of 352.00 , then I have to have gas to take me to work. I cannot afford a repayment plan of 1, 127.67 or even 945.12 I was told that that my home was going into foreclosure . I never aggreed to higher payment plans and have called and stated I can't pay those amount , and was told then disregard the papers. Not once have I been told that I am behind a repayment plan that I never signed. All I been told is that I have never made a payment since April 2015. (On June 19, we received a call from a branch representative. She inquired whether she would be able to accept a partial payment from you in the amount of $300.00 on that day, and stated that you would submit the remainder of the payment in one week. We informed the branch representative that she could accept your partial payment as you were active in loss mitigation and your account was not in foreclosure. Please understand that at this time we could accept partial payments as your Payment Plan had not started. We should have received the remainder of your payment by June 26, 2015. We never received the remainder of your payment. ) This statement is false, the agreement on the phone was to pay 300.00 on June 19, 2015 and the remainder when I received my next check in two weeks ; which I did. And they returned it and also my payment for July. When I called on August 21, 2015, I was asked my income, which I gave the person and was told ( You know you make more than that, people don't have that low of income) then to next question , which was asking me about my debts, where and what they were and I gave the person places and amounts I was told ( I was exaggerating, people don't have such large bills monthly) I want to keep my home and when I call , I want to be able to speak to one person. I can't even afford the new payment amount of 648.13 ; I was barely able to make 540.43.

9/14/2015 Problems with Product/Service
9/14/2015 Advertising/Sales Issues
9/11/2015 Problems with Product/Service
9/10/2015 Guarantee/Warranty Issues
9/9/2015 Billing/Collection Issues
9/9/2015 Billing/Collection Issues
9/9/2015 Advertising/Sales Issues
9/9/2015 Problems with Product/Service
9/9/2015 Delivery Issues
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought this $50 MasterCard gift card and immediately registered it exactly as told to do by the instructions that came with it. I thought I'd be using it but didn't and just about forgot all about it. Until the other day when I checked the balance only to find that they have been charging me an inactivity fee. I live in California. It is against California state law for any gift card to be charged a fee for dormancy. The only exceptions are if the card has less than $5.00 on it AND the fee is less than $1.00 /month AND the card has been inactive for 24 consecutive months AND the card may be reloaded AND the statement regarding such must be printed in 10point type AND statement be available to view before purchase. None of the above even remotely applies to this card. I am outraged that I was told to register the card only for them to slowly recoup the funds back. This is such a scam. I never would have ever even considered buying this card had I been aware of their illegal business practices. I cannot imagine how much money they have scammed out of hard working people already. I really thought my funds would be there waiting when I wanted to use them. Left this card at home while on deployment and come back to find the funds slowly being drained away...and the only reason I registered it was because they said I had to prior to using it. What a total scam. Also, PLEASE NOTE THE ZIP CODE FOR THIS ADDRESS IS: XXXXX. THE BBB ONLINE FORM REFUSED TO ACCEPT THE CORRECT ZIP CODE. Product_Or_Service: $50 gift card Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement Replace gift card with the entire original $50 amount.

Business Response: Initial Business Response /* (1000, 16, 2015/09/02) */ Dear Ms. *****, We received your complaint forwarded to us by the Better Business Bureau (BBB); regarding a U.S. Bank issued Gift Card. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Thank you for affording U.S. Bank the opportunity to provide clarification in this matter. You indicated concerns about a $50 gift card that you had purchased. You state that you checked the balance and discovered that the card had been charged inactivity fees. You are asking if U.S. Bank is allowed to charge an inactivity fee per California state law about gift cards, and you are asking that we refund the fees charged. To clarify, accompanying the U.S. Bank issued Gift Card was the Cardholder Agreement (enclosed - being sent by mail). In that Agreement, it specifically defines all fees charged for that card, including inactivity fees. It also indicates exactly what you need to do in order for the card to not be considered inactive. The law that you reference is regarding in-store gift cards, it does not apply to the U.S. Bank issued Gift Cards because they are accepted at any merchant that accepts MasterCard. The Cardholder Agreement can also be found online at www.mygiftcardsite.com. Ms. *****, we are truly sorry that your experience with the U.S. Bank issued Gift Card was not satisfactory, but we are hopeful this information has been helpful. Although no error occurred in the assessment of the fees, we have, as a courtesy, refunded all the inactivity fees assessed totaling $18.00. The balance on your card ending in **** is now $50.00. Please contact me directly at if you have any further concerns. Sincerely, (signed) U.S. Bank Prepaid Operations Initial Consumer Rebuttal /* (2000, 18, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for being more than fair with me and for taking the time to explain things as you have done. Most of all, thank you for your courtesy of restoring the funds to my card. It is appreciated more so than you might imagine.

9/8/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/7/2015 Advertising/Sales Issues
9/7/2015 Billing/Collection Issues
9/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ATM malfunctioned during deposit. $25 out of $45 deposit was not returned. Bank did not provide credit for missing money. At 9 PM on Saturday 8/15/15 we tried to deposit $45 cash (one twenty dollar bill, two tens, and one five) into the drive-up ATM at the US Bank on Garrett Avenue in Apple Valley, MN. The machine malfunctioned immediately after I put the cash into it. I called customer service and was on the phone for twenty minutes with two tired and crying kids in the back seat. They restarted the ATM remotely. However only $20 and my card was returned from the ATM (with no receipt). The customer service agent said they would service the ATM that weekend and credit our account for the $25 on Monday 8/17/15. However no credit showed up in my account. I then called customer service after the close of business on Monday 8/17/15 who then said they had 10 business days to issue a provisional credit. We then received a letter on Saturday 8/22/15 saying the bank could not locate the $25 and my dispute was closed. I called customer service on Sunday 8/23/15 and was on the phone for over 90 minutes with three different people to resolve the issue. An agent told me the claim was denied because there was no transaction number associated with it. They admitted this was a mistake on the bank's part as the ATM never gave a receipt so there was no transaction to begin with. Customer service then filed a new dispute but said the provisional credit would take another 10 business days, which was a delay of 5 days from my initial dispute due to a bank error. I then asked to speak to a supervisor to voice my frustration. We asked how the new dispute would be different from the first one and were told that they did not know. They also said there was nothing they could do about the timing of the credit even though it was the bank's fault that the dispute was closed without giving a credit.

Desired Settlement: I would like the $25 credited to my account. The bank's ATM is responsible for this event in the first place. I was then given incorrect information by the customer service representative over the phone on the timing of the credit. Then the bank mistakenly closed my dispute as there was no transaction number associated with it even though there was no transaction in the first place. This resulted in a wait of an additional 5 days for the funds plus almost two hours spent on the phone trying to resolve an issue that was the bank's fault in the first place.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Dear: ****** ******: U.S. Bank is in receipt of your complaint filed with the Better Business Bureau in regards to your ATM deposit. We strive toward excellence in customer service, and sincerely apologize for any frustration that this may have caused you. We have determined that an error in processing did occur with regard to your ATM deposit and have approved your claim (XXXXXXXXX). A credit in the amount of $25.00 was posted to your account on 08/25/2015 and will remain as final. A dispute response letter was mailed on 8/25/2015 stating the details of your dispute. The first dispute denial was made because we were searching the incorrect terminal for errors. The escalated dispute also had the incorrect terminal; however your complaint stated the transaction occurred while at a drive through terminal which was different than what the two previous disputes stated so we sought out the correct terminal and found your transaction/error. Thank you for bringing this error to our attention. We will be sharing this case with the entire team to determine if we can eliminate/reduce this from occurring in the future. We trust the information provided in this letter has brought closure to this matter. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (800.872.2657) where representatives are available to assist you seven days a week. Sincerely, (signed) U.S. Bank - ATM Reg E Compliance

9/3/2015 Advertising/Sales Issues
9/2/2015 Problems with Product/Service
9/2/2015 Billing/Collection Issues
9/2/2015 Problems with Product/Service
9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a credit card and they issued me a different credit card which I was not the one I applied for. I applied for a credit card and they issued me a different credit card which I was not the one I applied for. I contacted customer service and their response was that it was customary for them to issue a different card without customer consent in case the customer was denied for the card he or she originally applied for. This is very unethical. Since I did NOT apply for the card they sent, I want the card closed and permanently removed from my credit report.

Desired Settlement: Since I did NOT apply for the card they sent, I want the card closed and permanently removed from my credit report.

Business Response: Initial Business Response /* (1000, 5, 2015/09/01) */ Dear***************: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding the above-referenced account. Our records indicate that you applied for a U.S. Bank Cash+ Visa(r) Signature Card online via the U.S. Bank Website. Prior to completing the application process, you are required to read and agree to the terms and conditions of the account. Listed within these terms is the following disclosure: If you do not qualify for the U.S. Bank Cash+TM Visa Signature(r) Card, you will automatically be considered for the U.S. Bank Cash Rewards Visa(r) Card that earns 1% cash back on all net purchases, but does not offer the 5% and 2% Cash+ Categories. While it was determined that your application information did not qualify for a U.S. Bank Cash+ Visa Signature Card, you were routinely considered and approved for the U.S. Bank Cash Rewards Visa Card. We regret to learn of your dissatisfaction with the Cash Rewards product, and can confirm that, per your request, the above-referenced credit card account was closed on August 24, 2015. We understand that you are also requesting to have the application inquiry removed from your credit report. Please be advised that the credit bureaus have a liability to document accurate and timely information on a consumer's credit history. Therefore, as we have found no bank error involved in your credit card application, the inquiry will remain on your credit report. We regret that your expectations were not met on this occasion and appreciate the opportunity to address your concerns. If you have further questions concerning your account, please contact Cardmember Service at************* (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Deposited $ 1500 in ATM money not credited to my account because machine broken in the process 8/11/15 at 18:49 Receipt #SUS4s973 Deposited $ 15000 not credited to my account . When I. Called I was told I have to wait fo 45 days!

Desired Settlement: I lost money because I was not able to use the $1500 which should have been available to me immediately. I did not have to suffer lack of money because U.S. bank had a faulty AT! Machine

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Dear ************, U.S. Bank is in receipt of your complaint to the Better Business Bureau in regards to your ATM deposit. We strive toward excellence in customer service, and sincerely apologize for any frustration that this may have caused you. We have determined that an error in processing did occur with regard to your ATM deposit and have approved your claim (*********). A credit in the amount of $1500.00 was posted to your account on 08/18/2015 and will remain as final. Also any fees related to the disputed transaction will be posted to your account and will remain as final. Regulation E states that U.S. Bank is required to either make a final decision on your dispute within 10 days or we are to provisionally credit your account within 10 days so the funds are available for use while U.S. Bank continues to research the dispute and make a final decision. U.S. Bank is required to have a finalized decision by Day 45. Your dispute had a final decision on day 6. We trust the information provided in this letter has brought closure to this matter. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (************) where representatives are available to assist you seven days a week. Sincerely, (signed) U.S. Bank - ATM Reg E Compliance Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */

9/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After retiring from the Army I decided to open a U.S. bank checking account as a back up account to my Navy Federal credit Union account. I went to the U.S. bank branch located in Hillard Ohio and opened up a premier checking account. I was told once I opened the account that u could write and deposit checks for $200 or less (anything over $200 would be placed on hold because it was a new account. I was also told that I would not receive Any fees on over drafts under $5.00. I wrote a few check 3 to be exact and all of them where $200 or less. The checks where held by the banks fraud department and I was charged an excessive amount of fees even though I was advised i would be able to write these checks. My account became negative over $600 dollars and after about a week of back and forth with the bank and their fraud department the money was refunded and the fees where reversed bringing my account to $-2.05. Once my account was $-2.05 I advised us bank that I would not be able to deposit any money in my account because I had moved out of state to Virginia where there is no U.S. Bank locations and they disabled my ability to deposit money online. I was told that my account would stay at $-2.05 until it was brought current and no fees would be assessed because the account wasn't more then $-5.00 negative. A few weeks go by and I start to receive threatening letters about my account being closed being reported to chexsystem and my account being negative $-102.05 because the account sat negative I was charged $100 in fees. I was never notified about these fees and I was told I would not be charged anything because my account was not negative more then $5.00.If this is the way U.S. bank treats disabled vets it is a real shame Product_Or_Service: Premier checking account

Desired Settlement: DesiredSettlementID: Other (requires explanation) willing to pay the $-2.05 the account was negative and have the account remain closed but I am not willing to pay $102.05 for an account that was overdrawn by $2.05. Especially since I was never notified about the fees being assessed to my account and being told that there would be no fees assessed. Since my ability to deposit funds online was taken away After I notified U.S. bank that there was no way for me to deposit money here in the state of Virginia I do not feel that I owe $100 in fees

Business Response: Initial Business Response /* (1000, 7, 2015/08/31) */ Dear Mr. *******: We received the request for assistance you filed with the Better Business Bureau. Thank you for allowing us the opportunity to respond to your concerns. U.S. Bank is committed to the products and services we offer, but more importantly, the customers we serve each and every day. We're truly sorry to hear about your experience with the checking account you opened a few months ago at our Hillard branch. Our goal is to provide efficient, accurate and courteous service, and we share your disappointment if we have not lived up to these expectations. Our records show you opened a U.S. Bank Platinum Checking account at our Hillard branch on June 17, 2015. Branch Manager assisted you in opening the account and recalls explaining that although the first $200 of non-cash deposits made during a business day would be available, the remainder of the day's non-cash deposits may be held for five business days on new accounts under 30 days old. He also provided information regarding cut off times for online banking, ATMs and specific branches. Additionally, he confirms he informed that you would not receive an overdraft fee if your balance went negative by less than $5, or for any overdraft item paid or returned for $5 or less. The enclosed statements dated June 17, 2015 through August 13, 2015 shows you deposited $25 at account opening. Check #100 was presented the same day for $200, causing your account to become negative $175. A $36 overdraft fee was assessed on June 18, 2015. On June 18, you deposited $40 and completed a Mobile RDC Deposit of $200, bringing the account to a positive balance of $29. On June 22, you completed a Mobile RDC Deposit for $195, and three deposits totaling $450 on June 23. We sent letters to you on June 23, informing you that due to security purposes, we delayed the availability of the funds deposited into the checking account and that U.S. Bank has a policy that permits the delay of funds available on certain items. The reasons for delaying funds included the size of the deposit, overdraft history, age of account, or other funds collection issues with the deposited items. The letter states that funds would be available to you 7 business days after each deposit was made. Since you were not aware of the delay at the time of deposit, we stated that any fees caused by overdrafts or returned checks that resulted from the hold would be reversed. Additionally, the $195 deposit received on June 22 was returned and a $19 Return Deposit Item Fee was assessed. The overdraft fees that resulted from your held deposits were reversed; however, your account was still negative $2.05 as of July 2. When an account becomes overdrawn, the accountholder is responsible for immediately depositing enough money to pay both the overdraft amount and the fees we charge. If the account balance is not made positive, we will assess a $25 extended overdraft fee per week beginning on the eighth consecutive calendar day, and each week thereafter while the available balance remains below zero. Your account balance remained negative, and you were assessed an extended overdraft fee on July 7 and on July 14. We sent a letter to you on July 15, to inform you that we were in the process of closing your account for suspected irregular activity in accordance with the terms and conditions of your Deposit Account Agreement. This letter stated that if your account is currently overdrawn, we recommended a deposit of cash to bring the account balance to zero to avoid potential collections efforts. When no deposit was received, two more extended overdraft fees were assessed on July 21 and 28 before your account was forced closed and charged off with a balance owing of $102.05 on August 4. We reported your account to ChexSystems and transferred the balance to our Recovery Department for collections. Although we maintain that our decision to close your account was appropriate, we understand that you were out of footprint and unable to make a non-cash deposit due to restrictions placed on your account while it was in the process of being forcibly closed. Given this information, we have decided to resolve the $102.05 balance. While your account will remain closed, no further collection balance is due. Mr. *******, we appreciate the time you took to make us aware of these circumstances. If you have any further questions or concerns, please contact with the Columbus West District Office at . Sincerely, (signed) Consumer Banking Default Management Initial Consumer Rebuttal /* (2000, 9, 2015/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this result because the dispute is being resolved.

9/1/2015 Problems with Product/Service
8/31/2015 Advertising/Sales Issues
8/31/2015 Problems with Product/Service
8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank took $420.71 out of my checking account for payment on a leased car. The car was sold aug 4 the Dealer paid US Bank in full on aug 11 and on the 13th of Aug US Bank took the funds out of checking. Five calls to US Bank Leasing Center; three of those calls the people lied to me. Made up stories that were later proven false. Said my refund would be mailed on the 31 of Aug. Gave several reasons why the refund couldn't be mailed. I went to the branch office in Mentor Ohio and again I was lied to buy a employee from the Lease Division that had been called. At the very latest the refund should have been mailed on the 21 of Aug. Banks Should Not Lie to its Customers Account_Number: lse#9723050226

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want My money back from the branch of US Bank

Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ Dear *** ** **********: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your lease account with U.S. Bank. We appreciate the opportunity to respond to your concerns. First and foremost, we are truly sorry for any misunderstanding which may have occurred, as it relates to the payments received for this account. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Whenever a customer feels we have not delivered the level of service they expected to receive, we appreciate being made aware of the circumstance so it can be immediately reviewed and appropriately addressed. Upon review of your lease account, we have determined the request to cancel automatic payments was not received until August 17, 2015; as a result the scheduled automatic payment of $420.71 was applied to your lease account on August 13, 2015. The final payment of $25,161.32 was applied to the lease account effective August 20, 2015. Outlined below is the payoff breakdown: Contractual Obligation $24,390.61 Termination Charge $770.71 Payment Due/Received - $420.71 Net Payoff $24,740.61 Payoff Received $25,161.32 Overpayment $420.71 The overpayment refund of $420.71 will be sent to the address referenced above on August 31, 2015. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. We apologize as well, if any of our representatives were anything other than professional, courtesy and knowledgeable when addressing this matter. At U.S. Bank, every employee is committed to responsive, respectful, and helpful service. If you have any further questions regarding this account, please contact our 24-Hour Banking Department at 800-USBANKS (XXX-XXXX). Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The request to cancel the automatic payment was made by Classic Cadillac, Mentor, Oh 44060 on Aug 4, 2015 and again on Aug 7 2015. The check for payment in full of the car was mailed on Aug 4 2015 and received by US Bank on Aug 11 20l5. This is the THIRD TIME US Bank has changed their story. Its sad that no one from US Bank will give their name when you speak to them. If we receive our check promptly we will not proceed any further. US Bank states that when you call them they record the conversations; US Bank should play our call from Aug 17th to get the truth on this matter

8/28/2015 Advertising/Sales Issues
8/27/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service
8/27/2015 Advertising/Sales Issues
8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Lost Draft Department has been extremely neglegant in handling my claim. Whenever I call to speak to someone, I am given the run around! October 2014 my home caught on Fire, March 2015 the insurance company paid out for the claim. US Bank sent the first draft to contractor mid to late May 2015. I was given the run around concerning documents, where to send them what needed to be sent and who I would be working with. When I ask to speak with a supervisor or resolution specialist I am placed on hold, hung up on or told that they are in meetings. I have called the US Bank Lost Draft Department daily and to no avail have I gotten any help. Today I was told that my account had be closed, however the Lost Draft Department has over $36,000 in a restricted escrow account for my home repairs. I can never seem to speak to someone who can assist me in this matter.

Desired Settlement: I am seeking someone that can thoroughly explain what is going on with my claim. I would like to only speak with one person instead of several people and no one knows what the other person is talking about. I would like for this to be resolved ASAP

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Dear **** ******: This letter is in response to your complaint, filed with the Better Business Bureau of Minnesota and North Dakota, which was received by U.S. Bancorp on August 18, 2015. I have been asked to respond to your concerns regarding the property located at XXXXX ******* ******* *********** MI XXXXX, and appreciate the opportunity to do so. Please accept our apologies concerning your experience with your loss draft claim. We have reviewed the concerns you communicated with the appropriate response team. We regret any inconvenience or frustration the issues with your loss draft claim may have caused for you. We provided you with your claim packet on March 9, 2015, when you informed us of your loss which included information about the claim process and all the documents needed throughout the claim. The paperwork we use to process claims is kept to only the essential documents, most of which are copies provided by or available from your insurance company and contractor. The documents are retained as a measure of protection for both you and us in the event of disagreements with your contractor and/or future lien issues which could arise. We regret your frustration and are truly sorry you feel we have been no help. Your account was transferred to our Loss Draft Department in CA and we confirmed all required documents were received to disburse your first draw on April 27, 2015. Your loss draft claim was not closed, it was transferred to better assist you and you were given a single point of contact at that time. We apologize if the information regarding your account transfer was miscommunicated to you. If you have any questions regarding your loss draft claim you may contact our Loss Draft Claim Department at 866.411.8890 or Erika ******* at XXX-XXX-XXXX. The first draw in the amount of $17,925.70 made payable to **** ****** and G. and H. Customs was delivered to the address listed above on April 30, 2015. We mailed a letter (enclosed) on August 6, 2015, requesting you contact us because your last contact with us was May 6, 2015. You contacted us on August 7, 2015, informing us your contractor G. and H. Customs received the claim funds in the amount of $17,925.70 and would not return your calls or complete the repairs. You may want to seek legal counsel if G. and H. Customs will not complete the repairs. We suggest you obtain a new contractor if you cannot resolve the issues with your current contractor. We will need G. and H. Customs to provide a Contractor Release (enclosed) and your new contractor will need to complete all documents (enclosed) required for the claim process. If you are unable to obtain the Contractor Release from G. and H. Customs you should contact Erika Ramirez. You inquired about using the remaining claim funds in the amount of $36,394.61 to pay your unpaid principal balance. We explained the funds were not enough to pay the account in full. In order to apply the claim funds towards your principal balance you would need to submit a request in writing to our Loss Draft Claims Department and any additional amount owed on the payoff balance over the amount of the claim funds, would have to be paid prior to applying the claim funds to the principal balance. Two payoff statements (enclosed) were mailed to you on August 19, 2015, because two separate payoff dates were requested. The payoff statement requested which is good till September 18, 2015, has a payoff amount of $46,371.37. The additional funds in the amount of $9,976.76 would need to be submitted with a written request to apply the funds along with the claim funds in your restricted escrow account to our Payment Processing Department at the address below. U.S. Bank Home Mortgage Attention: Payment Processing 4801 Frederica Street Owensboro, KY XXXXX You contacted us again on August 18, 2015, requesting a return call from a member of management. We want to extend an apology because you did not receive a return call from our member of management. We understand your frustration; damage to one's home can cause considerable distress. Any delay on the part of others during the restoration process serves to amplify that stress. Whenever a mortgagor feels we have not delivered the level of ******* they expect to receive, we appreciate being made aware of the circumstance, so it can be immediately reviewed and appropriately addressed. Please be assured we truly value you as a U.S. Bank Home Mortgage ******** and we consider it a privilege to serve your mortgage needs. Should you have any other questions or concerns regarding your account, please feel free to contact our ******** ******* Center at 800.365.7772, or you may also visit our website at usbankhomemortgage.com. Sincerely, (signed) Complaint Tracking Coordinator ******** Advocacy U.S. Bank Home Mortgage Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first single point of contact was Rosalinda Llamas who is NO LONGER with your company! It took me SEVERAL calls and speaking with SEVERAL people to find out she no longer works with the company. I was told by one of your representatives that my case was closed. Furthermore after me calling numerous times and demanding to speak with upper management I was given the run around finally speaking with a Erica Ramriez who does NOT return calls. This is beyond unprofessional! I need to speak with one competent person from now until the close of my claim. Final Consumer Response /* (4200, 8, 2015/08/27) */

8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lost my 1 2 3 Visa krogers prepaid debit card on July 21, 2015. That same evening I spoke with a girl named Star and reported my card lost. I was informed that two unauthorized charges were made on the same day $109.15 and $184.61 at Walmart. I was told to fax a letter indicating what transpired and I would receive an update within 3 business days from the dispute department. I called to follow up on July 24, 2015 and spoke with Janequa, I explained that I received confirmation the fax was received July 22, 2015 at 2:22PM Pacific time. Janequa indicated that there was no record of my fax but it was unnecessary to send a letter because I had to sign an affidavit I was given the dispute department phone number to follow up. I contacted the dispute department on July 28, 2015 a week later after contacting customer service multiple times and there still was no record of my claim. I requested to speak with a supervisor. I talked to Michael which explained he would process a request to send the affidavit. To date I have not received an affidavit and no official claim has been processed to credit the unauthorized charges. I am requesting these two charges be credited to my account. $ 109.15 and $184.61. I did not make these charges. Also I am requesting any other charges associated with these unauthorized charges be credited.

Desired Settlement: I am requesting these two charges be credited to my account. $ 109.15 and $184.61. I did not make these charges. Also I am requesting any other charges associated with these unauthorized charges be credited.

Business Response: Initial Business Response /* (1000, 10, 2015/08/17) */ Dear Mr. ********: We received your complaint forwarded to us by the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau (BBB), regarding a U.S. Bank-issued general purpose reloadable card (GPR). U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Thank you for affording us the opportunity to respond to your concerns. Your complaint indicates concerns about your card that was lost on July 21, 2015 and two purchases that took place that you did not authorize. You are asking that we provide you with credit for the purchases at Walmart in the amounts of $109.15 and 184.61, as well as credit for any fees assessed due to these charges. After further research, we have determined that you had originally reported to us on July 21, 2015 that card ending in 9303 had been used without your authorization and that you were disputing the transactions below. 07/22/2015 - Walmart $109.15 07/22/2015 - Walmart $184.61 Since these transactions had not yet posted to the account the representative would have instructed you to call back to report once they had posted, as we are not able to open claims unless the transaction is posted. With your additional calls your case was opened on July 27.. On July 30. we sent to you an affidavit that needed to be filled out and sent back to us (enclosed). To date we have not received the affidavit from you with the additional information that is needed to continue processing your claim. We have however used the letter you sent with your complaint as written confirmation of your dispute and as of August 14 the dispute team has provided your account with provisional credit for the two amounts listed above. No fees were charged for either of these transactions. This provisional credit is currently available to you and will be available while the investigation into your claim is completed. You can access the funds using the replacement card ending in 3684 that you activated on July 28. The investigation is estimated to be complete by the week of October 23. At that time you will receive a letter containing the outcome of the claim. The provisional credit will either become permanent or will be removed if we do not support your claim. The available balance in your account as of August 14 is $293.76. We are truly sorry your experience with the U.S. Bank-issued general purpose reloadable card (GPR) was not satisfactory and we regret any inconvenience this may have caused for you. Please contact me directly at (redacted) if you have any further concerns about this matter. Sincerely, (signed) U.S. Bank Prepaid Operations

8/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have requested my account be closed for six years. I keep receiving a bill for $75.01 for Credit Line Annual Fee. I have called every year and keep receiving this fee. I want this account closed. I'm not paying the fee due in August. No one will allow me to close the account.

Desired Settlement: The $75.00 that keeps getting charged on this account for the past 6 years. I have not used this account and I want the $450 that you keep charging this account.

Business Response: Initial Business Response /* (1000, 7, 2015/08/17) */ Dear ***** ********: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your U.S. Bank Advantage Line account. We appreciate the opportunity to respond to your concerns. First and foremost, we are truly sorry for any misunderstanding which may have occurred, as it relates to closing your Advantage Line of Credit account. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Whenever a customer feels we have not delivered the level of service they expected to receive, we appreciate being made aware of the circumstance so it can be immediately reviewed and appropriately addressed. You state in your complaint summary you have requested to have this line of credit closed for six years and are not allowed to close the account. Upon review of your account, we do not have record of receiving a request to close this account prior to your BBB complaint. In addition, our records indicate there was a balance on this account until September 11, 2013; therefore we would have been unable to close your account prior to that. For your review, enclosed is a history statement reflecting the account transactions. We are unable to honor your request to be reimbursed $450.00 for annual fees assessed in the last six years, however; we have waived the $75.00 annual fee assessed on July 21, 2015. Per your request, your line of credit account has now been closed. We appreciate your candor in taking the time to write and trust the information detailed herein answers any questions you may have had. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (872-2657), where representatives are available to assist you seven days a week. Sincerely, (SIGNED) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (2000, 9, 2015/08/26) */

8/26/2015 Advertising/Sales Issues
8/26/2015 Advertising/Sales Issues
8/25/2015 Advertising/Sales Issues
8/25/2015 Problems with Product/Service
8/24/2015 Billing/Collection Issues
8/24/2015 Advertising/Sales Issues
8/24/2015 Guarantee/Warranty Issues
8/24/2015 Advertising/Sales Issues
8/20/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service
8/18/2015 Problems with Product/Service
8/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with these people go into collections in 2011. I have no account number, as this was now 4 years ago. (From my credit report I can tell you that it is XXXX XXXX XXXX XXXX but I do not know the last 4 digits.) It went to collection and I was still not able to pay it off. That agency was so relentless I sent a cease and desist letter to stop them from calling me 5 or more times per day. Since that time, my financial situation has improved to a point where I would now like to settle this. I called Elan, and 8 phone transfers later I was delivered to a woman who seemed like she wanted to cooperate. From that point forward, I have not been able to get them to respond to me again. I tried again in May, 2015, and have heard nothing back. If these people are not going to even contact me, I will never be able to resolve this, yet it still shows as a negative balance account on my credit report. I offered to settle this for 40% of the original amount due. They did not respond to that offer. I want this item removed from my credit report since they apparently have no interest in my paying it off. Can you assist me with resolving this? Account_Number: XXXX XXXX XXXX XXXX

Desired Settlement: DesiredSettlementID: Correction to a credit report I want this item removed. After the harassment I faced by the overly aggressive collection agency (Klein may have been the name.) and this company's refusal to contact me, this is the least I should see as a resolution. They have not acted in good faith AT ALL.

Business Response: Initial Business Response /* (1000, 10, 2015/08/07) */ Dear Mr. ******: Elan Financial Services is in receipt of your request for assistance from the Consumer Financial Protection Bureau and the Better Business Bureau of Minnesota and North Dakota. You state in your complaint that Elan Financial Services has been unwilling to cooperate with you in regards to the resolution of the debt and would not respond to your letters. We appreciate the opportunity to respond to your concerns regarding the above-referenced MasterCard(r) Platinum Card. We can confirm that a cease-and-desist status was added per your request on October 3, 2011, and that there have not been any attempts to contact you regarding this debt since that date. Prior to the addition of the cease-and-desist status, our investigation did not reveal any instance in which Elan Financial Services or our agency contacted you outside of acceptable calling times, or that our collection calls exceeded the number of calls allowed for a past-due account. Enclosed for your records are copies of our previous responses to your requests to settle your account and to remove the reported trade line from your credit profile. Per our response dated September 4, 2014, we provided a contact number for our Recovery Department to discuss your repayment options. We confirmed that your account was reporting accurately as a loss/charge off and that we were unable to remove it from your credit profile. Per our response dated September 25, 2014, we declined your offer of $144.00 or 8% to settle your outstanding balance of $1,832.05 and provided you with the name and direct phone number of our representative to discuss an acceptable settlement option as we were unable to contact you directly due to the cease-and-desist status. Our records do not reflect that we have received any letters from you after September 2014 or that we have received the settlement offer of $500.00 referenced in your correspondence. Please understand that we would need to speak with you prior to the approval of an acceptable settlement offer to obtain the required consent of the settlement terms and disclosures. Based on the results of our investigation, we are unable to comply with your request to delete the account from your credit profile. As you may be aware, creditors rely heavily on credit bureau reports to assess risk in their approval process and they expect the reports to accurately reflect the payment activity of their applicants. As such, lenders are required to accurately report the activity for each credit product they service. While we empathize with your situation, we are only able to correct credit information which was submitted to the credit bureaus inaccurately as a result of a bank error. At this time, the current balance of $1,832.05 remains unpaid and collectible. If you have additional questions regarding this account, or if you would like to work toward a mutually agreeable resolution of this debt, you may contact Mahdia ***** directly at XXX-XXX-XXXX, or our Recovery Department at 855-332-4252 (Monday to Friday, 8:00 a.m. to 5:00 p.m. Central Standard Time). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (2000, 12, 2015/08/18) */

8/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: US Bank overcharged us on interest charges for the credit card (#XXXX XXXX XXXX XXXX). US Bank overcharged us on interest charges for the credit card (#XXXX XXXX XXXX XXXX). They charged $43.26 when it should have been around $15 max according to rate schedule specified in the card member agreement.

Desired Settlement: We demand the refund of $30, and no more overcharges going forward.

Business Response: Initial Business Response /* (1000, 5, 2015/08/04) */ Dear ****** ***: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concern regarding the $43.26 Interest Charge recently assessed on the July 2015 billing statement for the above-referenced account. Please allow us to provide you with additional information regarding this matter. We calculate Interest Charges by multiplying the applicable daily periodic rate by the Balance Subject to Interest (BSI) over the entire billing period, including new transactions. Therefore, the amount of Interest Charges assessed in each billing period will depend on the following factors: Annual Percentage Rate (APR; variable Prime plus 16.74%, currently 19.99%), balance type, balance subject to interest (previously known as the average daily balance), and the number of days in a billing cycle. The number of days in each billing period can range between 28 and 33 days; the current billing period (July 2015 billing statement) was 33 days. In addition, please keep in mind that, if a payment is made earlier in the billing cycle, your BSI will have less of a balance amount to calculate interest against during the remaining part of your billing cycle. If a payment is made closer to your payment due date, or end of the billing cycle, the BSI amount will be higher, resulting in increased Interest Charges. Please note that, in order to avoid paying Interest Charges on purchase balances, you will need to pay the statement balance in full by the statement due date. We can confirm that no bank error occurred with the assessment of the $43.26 Interest Charge on the July 2015 billing statement. Although a payment in the amount of $30.00 was received on June 5, your payment in the amount of $500.00 wasn't received until July 6, thus resulting in a higher BSI during your billing cycle (ending July 6). The higher average BSI resulted in an increased amount of Interest Charges to be assessed when calculated as described in the above paragraphs. We understand that you are seeking assistance regarding the $43.26 Interest Charge. While we recognize that you have knowledge about this account, as you are an Authorized User, federal regulations prevent us from being able to complete certain account maintenance. Since you are not financially responsible for the referenced account, we are unable to accept your request for Interest Charge reversal. If the primary cardholder would like to request the Interest Charge reversal, they may contact Cardmember Service at the telephone number listed below. Although we are unable to comply with your request, your business and support are important to us. If you have further questions concerning your account, please contact Cardmember Service at 866-286-8472 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Is US Bank intentionally scamming consumers? Internet sites are filled with identical complaints. Why has a class action not already been undertaken? Paid off an auto lease 8 months early, but US Banks mistakenly debited my checking account at "another" bank TWICE. Instead of processing 1 payment of $3,456, they processed 2 identical payments of $3,456 or $6,912. Originally thought it was a simple error & asked for the duplicate amount to be refunded, but US Bank refused, & continues to refuse to refund the 2nd amount incorrect collected. Directed me to get the OTHER bank to correct US Bank's error. Of course the OTHER bank could not correct an error that "originated with & was processed by" US Bank, but US Bank still refused to correct its error &/or process the refund. I then went to the internet & found this SAME EXACT scenario was not unique to me. The internet is filled with IDENTIAL complaints of US Bank processing DUPLICATE payment amounts & then REFUSING to refund the amounts &/or correct their error. This cannot be an unintentional error, or there would not be so many complaints about the SAME EXACT issue. I am surprised that a class action has not already been brought against US Bank for this attempt at consumer fraud. Contacted the Consumer Financial Protection Bureau & US Bank responded they "were working" on the issue & get back to me in 60 days, even though they have ALREADY had the money for 60 days, & sent me numerous contacts stating that they WOULD NOT refund the duplicate payment. Clearly points to a purposeful consumer scam. All victimized consumers should immediately contact the Minnesota Attorney General, & the Attorney General in their home State, & refer them to the growing volume of IDENTICAL complaints. How many millions of consumer dollars is US Bank sitting on & refusing to refund, due to an "internally generated" US Bank error?

Desired Settlement: Refund the duplicate payment.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ Dear *** *******: I am in receipt of your complaint filed with the Better Business Bureau (BBB) of Minnesota and North Dakota, regarding your loan account with U.S. Bank. We appreciate the opportunity to respond to your concerns. First and foremost, please be assured at the time we received your initial request for assistance filed with U.S. Bancorp's Chairman, President and CEO, Richard ***** and your complaint filed with the Consumer Financial Protection Bureau (CFPB) as well as upon receipt of your most recent complaint filed with the BBB, we have taken your concerns very seriously; and our previous responses explain U.S. Bank's position regarding the refund of the payments remitted to your lease account via online payments as clearly as possible. However, we appreciate the opportunity to revisit this matter and to provide a final clarification of your concerns. In our previous responses, we advised it would be necessary for you to contact Wells Fargo Bank to request an unauthorized transaction dispute or request they provide us a letter on their letterhead confirming the funds have cleared your depository account and disclosing they will not have the payment returned or stopped for any reason, and you are unwilling to do so. Please understand if this documentation was provided when requested, this issue could have been resolved when your initial correspondence, dated May 22, 2015, was received at our Executive office. As a courtesy, one payment remitted on May 18, 2015 has been reversed and has been refunded. Enclosed (being sent by mail) please find a cashier check in the amount of $3,456.00. At this time your account is reflecting as paid to February 11, 2016. If you have any further questions regarding your account, please contact our 24-Hour Banking Department at 800-USBANKS (XXX-XXXX), where representatives are available to assist you seven days a week. Sincerely, (signed) Loan and Lease Specialist U.S. Bank Consumer Operations Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Total & complete nonsense from US Bank, & there are 1,000 of similar online complaints about this same issue. Found an "identical" complaint & scenario filed just on 7/27/15 by a Kentucky Consumer. When Consumer's "try" to make online payments on US Bank's website, the website ITSELF sends an ERROR message to the consumer, directing the consumer to make a correct & THEN complete the payment. However, the US Bank website then INCORRELY & IMPROPERLY debit 2 EXACT DUPLICATE amounts from the consumer's bank account. Even though it is a US Bank error, they REFUSE to refund the DUPLICATE payment & DEMAND that the consumer's bank correct US Bank's error. The consumer's bank rightfully tells consumers that they CANNOT correct an error the ORIGINATED with US Bank & which was SUBMITTED by US Bank, & they send the consumer BACK to US Bank. US Bank continues to claim the consumer made duplicate payments, when IN FACT, it is an error within the US Bank website. How many millions of consumer dollars is US Bank improperly withholding due to an INTERNAL error? How many 1,000s of consumer familiar are being damaged by US Bank refusing to return funds that US Bank IMPROPERLY collected from unsuspecting consumers? This is a scam by US Bank, which they refuse to address. How many consumers are FACTUALLY making DUPLICATE payments to US Bank????????????? Online complaint website are FILLED with 1,000's of consumer complaints, many IDENTICAL in substance.

8/17/2015 Advertising/Sales Issues
8/17/2015 Advertising/Sales Issues
8/17/2015 Problems with Product/Service
8/17/2015 Advertising/Sales Issues
8/17/2015 Billing/Collection Issues
8/14/2015 Problems with Product/Service
8/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told I would get 50.00 dollars rebate after my first purchase by Elan Financial Visa department. I got nothing back. I was told, once I get the 50.00 annual fee visa, I would get a credit for 50.00 once I used the card. I advised Elan I was supposed to have this card, but in error I was on the wrong product. Elan agreed & fixed it, and advised I would get 50.00 back. When I call in & emailed Elan, they changed the terms. They advised my card was converted, so I cannot have the 50.00 credit. I was told I would get it as it was Elans error. I clled in 2 times & emailed them. Please help...

Desired Settlement: I was looking for the 50.00 credit was told I would get. Currently I have this card with annual fee, please help I was told I would get the credit. thank you for your time.

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ Dear ****** ******* ********: Elan Financial Services is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concerns regarding the recent conversion of your account to a Visa Signature(r) Bonus Rewards PLUS Card product. Our records indicate that this account was established in March 2006 with a previous servicer through Pinnacle Federal Credit Union (FCU). On January 17, 2012, the account was transferred to Elan Financial Services as the new creditor, issuer, and servicer of credit card accounts for Pinnacle FCU. If you have questions regarding the establishment and servicing of your account prior to 2012, please contact Pinnacle FCU directly for further assistance. The account was submitted to Elan Financial Services as a Visa(r) Platinum account, and was upgraded to your current product on April 14, 2015. We show no record that your initial product offered a bonus of $50.00 upon your first purchase. Furthermore, while we do offer a $50.00 cash back bonus for the first purchase posting to a new Visa Signature Bonus Rewards PLUS account, existing accounts that convert to this product are not eligible for the cash back bonus under the standard rewards program. Please accept our apologies for any inconsistent information you may have received regarding this matter. We expect our employees to be knowledgeable and professional at all times, and appreciate that you have brought your concerns to our attention. As a gesture of our appreciation, we have agreed to grant your account a $50.00 credit, which will be reflected on your next billing statement. We apologize for any inconvenience this matter may have caused, Mr. ********. If you have further questions concerning your account, please contact Cardmember Service at 866-234-4691 (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told I would get a 50.00 rebate after first purchase by Elan, I was lied too or told wrong information by the Elan rep. I use this card as my primary & this what I was told when I was converted. I was not even aware of the 50.00 until Elan told me I would get it. I want what I was promised when I called Elan, this is just wrong.

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I found a stale dated check drawn on the bank through the mortgage division the check was a refund from unused escrow for over $2000.00 I went in to the branch and asked for help giving the asst. manager all of my info. She said that I should look in the Oregon state online services for refunded unclaimed money of which I did this, she gave me a number to call that was toll free for the mortgage division, I called 4 times and never received any help let alone the same person twice. I went back to the branch so at least I could talk with the same person, to date I have been in the branch 4 times and talked with the same person every time and she is not happy to see coming. I have been working on this now for over 6 months since I found the check and am no closer. The asst manager has sent my info on line, faxed the check and called several people too.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I know that this was originally my oversight but I feel the bank should resolve this issue either refunding my funds or providing me with the person that can. In a timely manner, and with better courtesy.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ Dear**************: Thank you for forwarding your inquiry to us through the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to address your concerns. Unfortunately, we are unable to identify the specific account your complaint addresses. Please provide additional information, such as a billing statement, copy of the check you mentioned, copy of the note or mortgage, or any mortgage documents identifying the specific account holder information, if you would like U.S. Bank to research and respond to your concerns. As soon as the requested information has been provided, we will be happy to assist further. Unfortunately, without more information we will not be able to proceed, and will consider this matter closed. Please send any information to: U.S. Bank Home Mortgage Attention: Complaint Response Unit/ PSC Unit ********************* Owensboro, KY 42301 We regret any inconvenience or frustration this issue may have caused for you. Should you have any further questions or concerns regarding this matter, please feel free to contact our Customer Service Center at ************, or by visiting our website at usbankhomemortgage.com. Sincerely, (signed) Complaint Tracking Coordinator Customer Advocacy Mortgage Servicing Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because all of this information was given to US BANK Pendleton branch to the asst. Manager Deena ******* TWICE. It sure seems easy for the bank to offer nothing but a phone number for me to contact them and I have been in the branch and spoke with them 5 times now and 4 times on the phone plus my contact with you. What happened to their "SUPERIOR CUSTOMER SERVICE" at least someone from the bank should have contacted me.

8/13/2015 Problems with Product/Service
8/12/2015 Advertising/Sales Issues
8/12/2015 Advertising/Sales Issues
8/11/2015 Problems with Product/Service
8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank has refused to respond to a fraudulent report they generated to the IRS.They charged me a fee to look into this matter and then did not assist To Whom it may concern, Since I have received this letter stating that I received $4,559 worth of retirement income I have been trying to decipher its contents and validate the information. It states that I have $593 of taxes to pay. I did not receive $4,559 in 2013, nor did I withold $911. I am a teacher and have been teaching now for 8 years. My first 7 years I did not save for retirement above pension. Actually, I have been bolstering my retirment assets. As of January 2015, I now have my FIRST 403b retirement account. I have contacted the source of the reported income, US Bank, for assistance. They have not been cooperative and refuse to give me any documentation of this account ever existing. For these reasons I believe this amount reported is fraudulent. On 7/22/15 I called the US Bank Support line (800-872-2657)and spoke to two different representatives. Leo ********** and Brandon ********* both told me the same thing, that I did not have any accounts on file and that my social security number did not come up with matches on their system. They told me to call back the next day and speak to a representative from US Bank Investconnect. On 7/23/15 I called the US Bank Investconnect line through speaking to an operator. There I spoke to Warren who assured me that my social security number did not match any IRA, CD or other investments they had on file. He suggested I speak to a branch manager locally to get a letter in order to send to the IRS. Later that day I spoke to Mike at the Avocado Blvd US Bank (619-670-0032) and he said he could not provide a letterhead with the information I would need. He could not provide me with any supporting documents stating that I did not have an account at US Bank in 2013. I tried with another branch. Raechelle in the Fletcher Parkway branch (619-667-3390). She offered us help for a $30 "research fee." I waited until the next week. Raechelle then called me on 7/27/15 to report that the account number we were provided was not a US Bank account, but may have been funded through US bank. She did not give me any documentation concerning the service that was paid for and refused to provide anything on Bank letterhead. On Tuesday 7/28/15 I posted to US Bank on their social media page. Within a day I was in touch with Leah (503)401-1228, one of their representatives. She looked into the matter again. She told me she had no authority to unearth any information on the company, account number or information regarding the money that was reported to the IRS. I requested information on the rules impeding her from this process and she said her supervisors told her this policy would have to go through their legal department before we could see it. The supervisors who assisted on this case were Cassie, Cassie and Adele. Adele was the Assistant branch manager from La Mesa who did not speak to me when we went to the branch. As you can see by this sequence of events, I have spent hours researching this to no avail. Unfortunately I only have the "research fee" paperwork to show for all of this, but no research. Please help us correct this error by holding US Bank accountable to acceptable banking standards. Consumers deserve to know when they are being defrauded. Sincerely, Yvonne ********* ******

Desired Settlement: I am seeking a seperate apology from all managers who have handled this case and failed to help a middle class worker in need. Spending 10 hours on a case where you are a victim of identity theft is unacceptable. I would like this to show up as a complaint against US bank not providing records to back up reports they send to the IRS. I have never heard of an institution not being accountable for a report they provide. I would like the BBB to downgrade them to a B+ instead of an A-. THe customer service I received on my wife's behalf was abysmal.

Business Response: Initial Business Response /* (1000, 5, 2015/08/07) */ Dear Mr. and Ms. ******: We received your requests for assistance from the Better Business Bureau, and we appreciate the opportunity to respond to your concerns. You indicate we have refused to provide information regarding $4,559 in retirement income we reported to the IRS for ****** ********* ******. Additionally, our branch charged you a fee of $30 for research even though you were dissatisfied with the information we were able to provide. As we did not provide detailed information on the income that you have requested, you state that you believe we reported the information fraudulently. We are truly sorry to hear about this experience, as it is our goal to provide timely, knowledgeable, and courteous service. We share your disappointment if we did not meet these expectations. In researching this matter, we found our staff had concerns about sharing information with Mr. ****** because the retirement income reported was not reported in his name. Please consider there are numerous policies, laws, and regulations in place to protect the privacy of accountholders; many of which specifically prohibit us from sharing account information with non-accountholders. In this response, we are replying to you both because we received Ms. ******'s July 29, 2015 verbal authorization for us to share information about IRS income reported under her name with Mr. ******. Our La Mesa Albertsons office has also confirmed they reviewed Ms. ******'s identification in person while you were both present. As our representatives shared with you, we were unable to locate any retirement accounts or investments we hold directly for Ms. ******. As such, our branches initiated research through our CD/IRA department upon your payment of the $30 research fee. However, once we determined Mr. ****** was not an owner on the account in question the research was discontinued. The branch indicates they were unable to reach you to share this information or offer a refund of the fee. Our Social Media representative discussed the issue with you on July 28, 29 and 30. On July 30, she told you we would be refunding the $30 refund fee by sending a cashier's check to the mailing address you provided us (same as above). While our branches and our Social Media team do not send personalized letters to our customers, we regret to find that your request for a written response detailing our research was not forwarded to the appropriate department that could research your inquiry and provide the response you were seeking. With additional research, we found that, as trustee, U.S. Bank issued a retirement plan distribution to ****** ********* in the gross amount of $4,559.71, as directed by our client, Public Agency Retirement Services (PARS)/ARS. In addition to issuing a distribution of $3,556.58 on February 27, 2013, we forwarded income tax to the appropriate federal and state tax agencies. In January of the year following any retirement plan distributions, the required IRS tax form is sent to plan participants. We are enclosing copies of the distribution check and the 1099-R form that we sent, detailing the information reported to the IRS. If you have further questions or concerns about the distribution, please contact the PARS support line referenced on the tax form, at 800.731.7884. Thank you for bringing this matter to our attention and for allowing us to respond. We sincerely regret if our service did not meet your expectations. Sincerely, (signed) Executive Communications Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am unable to download the digital copies of the IRS form or the distribution check. I have located where this is on my wife's bank records, but am unsure of the source as her school district had said this was a retroactive SALARY that had been negotiated and not BENEFITS. If this forum is not allowing us to send files back and fourth you may email me at *******@lsusd.net Once I get those documents I can go forward with following up with PARS and closer to finishing with this mess. Final Business Response /* (4000, 9, 2015/08/11) */ Dear Mr. and Ms. ******: We received your follow up request for assistance from the Better Business Bureau (BBB), and we appreciate another opportunity to respond. On August 7, we replied to your disappointment with our handling of your inquiry for details about 1099-R income we reported to the IRS in 2013 on behalf of our client, Public Agency Retirement Services (PARS). We regret it was not clear that the copies of the IRS tax form and the distribution check we referenced in our reply are not available on the BBB website. It's our practice to respond to issues we receive from the BBB both electronically, via their website, and in writing. We're unable to email the attachment directly to the address you specified due to our security and privacy guidelines, but our response and copies of the distribution documents were mailed to you no later than August 10, and you should receive them shortly. Thank you again for bringing this matter to our attention and for allowing us to respond. Sincerely, (signed) Executive Communications U.S. Bancorp

8/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I retired after 40 years of teaching in 2013. I was given a greeting card with the USBank gift certificate taped inside. The card was valid to 11/19. There were nothing on front of card that indicated there would be an "inactivity" fee. I kept card for an "emergency". Upon removing card, I called to be sure the card had been activated for the $200 amount and was told I had a balance of $165. I question this charge that I could not see and therefore I was unaware existed. I find it fundamentally wrong that the bank can charge fees on money spent for a gift...and that I had no way of knowing since the card was taped inside another card.

Desired Settlement: I would like this practice investigated re: legality. I would also like the $35 fee to be refunded to my card. Thank you very much for providing an opportunity for consumers to report questionable practices.

Business Response: Initial Business Response /* (1000, 10, 2015/07/30) */ Dear Ms. ****, We received your complaint forwarded to us by the Better Business Bureau (BBB) regarding a U.S. Bank issued Gift Card. U.S. Bank is committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day. Thank you for affording U.S. Bank the opportunity to provide clarification in this matter. You indicated concerns about a $200 gift card that you had received as a gift. You state that you contacted our customer service area to inquire about the card and determined that the card had been charged inactivity fees bringing the balance to $165.00. You are asking whether charging this fee is legal as well as you are asking to be refunded for the fees charged totaling $35.00. To clarify, accompanying the U.S. Bank issued Gift Card was the Cardholder Agreement. In that Agreement, it specifically defines all fees charged for that card, including inactivity fees. It also indicates exactly what you need to do in order for the card to not be considered inactive. The Cardholder Agreement can also be found online at www.mygiftcardsite.com. Ms. ****, we are truly sorry that your experience with the U.S. Bank issued Gift Card was not satisfactory, but we are hopeful this information has been helpful. Although no error occurred in the assessment of the fees, we would like to, as a courtesy, refund all the inactivity fees assessed. Please contact me directly with the full card number and I can assist you with the refund. I can be reached directly at (redacted). Sincerely, (signed) U.S. Bank Prepaid Operations

8/10/2015 Advertising/Sales Issues
8/10/2015 Advertising/Sales Issues
8/10/2015 Advertising/Sales Issues
8/10/2015 Advertising/Sales Issues
8/10/2015 Delivery Issues
8/10/2015 Advertising/Sales Issues
8/7/2015 Problems with Product/Service
8/6/2015 Delivery Issues
8/6/2015 Advertising/Sales Issues
8/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Contract is vague, commissions are charged without being detailed on the contract, misleading and deceptive. On November 23, 2012 I signed a lease agreemnt with US Bank. This week I decided to purchase the car and called the financial entity 5 times to obtain a payoff. When I carefully reviewed the contract I noticed that the purchase price was different to the residual value when it should be the same. The amount reflected is $350 more expensive BEFORE taxes, acquisition fees or any other related fees. On clause number 22, it is clearly stated that if the lessee DOES NOT exercise the purchase option additional fees will be apply. When I requested the pay-off I have noticed that there is a discrepancy of over $1,000. Lisa the pay-off manager department alleged that she did not have a copy of the agreement to discuss the clauses.Five days later she is still looking for the contract. I already have a purchase offer and I am running out of time waiting for an itemized description of the pay-off. This bank prepares contracts with vague terms and ends up applying fees and commissions that have not been clearly described and explained. The manager is evading her responsbility to respond these discrepancies.

Desired Settlement: A detailed explanation of every single charge of A he pay-off.

Business Response: Initial Business Response /* (1000, 14, 2015/07/09) */ Dear Ms. *****: Re: Lease account ending -**** I am in receipt of your complaint filed with the Better Business Bureau regarding the payoff provided for your lease account. I have been asked to review your concerns and appreciate being given the opportunity We previously issued a response, dated June 25, 2015 addressing your concerns regarding the payoff provided for your lease account. A copy of that response is included for your convenience. As stated in our previous response on June 25, 2015, the payoff of $24,693.46 quoted on June 5 and June 10, 2015 was accurate. As no additional information was received, our position remains the same. As indicated in our June 25 response, you exercised the purchase option on your lease account. On June 11, 2015, we agreed to waive all Purchase Option Fees, with the exception of $396.00, as a customer courtesy. This brought your payoff balance to $24,268.79; the same amount by which was received and deposited by U.S. Bank on June 19, 2015. As of the date of this letter, the account has been paid off and the title was mailed to you on June 29, 2015. Ms. *****, we hope the above information is helpful. Should you have any further questions, please do not hesitate to contact me at: . We understand you have many choices when choosing a financial services provider. It is our hope that there will be the opportunity to more favorably impress you with U.S. Bank's customer service and financial solutions in the future. Sincerely, (signed) Lease Maturity Management U.S. Bank Initial Consumer Rebuttal /* (3000, 16, 2015/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, Firstly, the objective of my complaint was to report US Bank and its hidden fees and the incorrect application of the clauses of the contract. I have read the response and I expected an itemized explanation of all the amounts to calculate the final pay off. Again, I am respectfully requesting a DETAILED pay off amount from US Bank. Secondly, the residual value of the car was $20,535.90 however US Bank reflected on the contract that the purchase price was the residual value according to US Bank $20,885.90 instead of $20,535.90 ( a difference of $350 dollars on its favor) plus fees and taxes. I have submitted a formal complaint with the Federal Trade Commission requesting a clarification of this additional $350 wrongly applied to the residual value. This amount multiply for a large number of clients can adds up to a large sum. This fee should be expressly detailed. This is misleading for consumers.Thirdly,I decided to purchase the vehicle and according to clause 22 no early termination fees apply if I exercise the purchase option. Lastly, US Bank did not honor the clauses of the contract and did not apply clause 22, According to this clause I was responsible to pay the residual value, remaining payments and taxes MINUS the realized value. According to this clause my final pay off was: $20,535 (residual value box 8 point D), sales taxes state of Florida: $1232.10 plus remaining payments $2,374.20 TOTAL $24,141.30 versus $24,268.79 there is a difference of $127.49 on my favor. Additionally, I had to pay transfer tile fees and county taxes for $113 and $45 respectively. Other than this refund I expect that the Federal Trade Commission investigates US Bank contracts and the hidden fees that the entity applies without advising consumers. I clearly understand why Cadillac and many other car dealers are not longer working with US Bank. Please send me an itemized payoff including all the amounts with detailing information and send me the refund of this due amount as soon as possible, Sincerely yours, Cristina ***** Final Consumer Response /* (3000, 22, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern, Thank you for your detailed response. I am not aiming to have an indefinitely communication with US Bank because my experience with this entity has been been very negative with a lousy customer service and constant violations of the contract. Firstly, the residual value of the vehicle, as I have already stated three times, is $20,535 NOT $20,885.91. Please check the contract to verify this information US Bank overcharged my account with $350.In its last response US Bank is still reflecting the wrong amount of $20,885 as residual value when it is not correct.Please refer to the contract that reflects the correct amount of $20,535. TWO THOUSAND FIVE HUNDRED AND THIRTY FIVE NOT TWENTY THOUSAND EIGHT HUNDRED AND EIGHTY FIVE I want a refund for $350. US Bank hides fees to its clients as I have already mentioned to the Federal Trade Commission. Secondly, if I EXERCISED THE PURCHASE OPTION I was exempted to pay the early termination administrative charge. Please refer to the contract section 22.This clause clearly details the early termination charge if I DO NOT EXERCISE the purchase option. In my case, I DID EXERCISE the purchase option, therefore I was not responsible to pay any fee. I would like to receive a refund for these undue charges. I clearly understand why many car dealers do not use US Bank as their financial company. Sincerely yours, Cristina ***** Final Business Response /* (4000, 24, 2015/08/05) */ Dear Ms. *****: Re: Lease account ending -**** I am in receipt of your additional rebuttal filed with the Better Business Bureau for your leased 2012 Cadillac SRX. I appreciate the opportunity to further clarify and address your concerns regarding your payoff quote that was provided to you on June 5, 2015, and June 10, 2015 (both of which had the same payoff balance of $24,693.46). Our records indicate that on June 11, 2015, you received a negotiated and updated payoff while speaking with Ms. , which you properly executed on June 19, 2015. In reviewing the previous response submitted to you on July 27, 2015; I have discovered there was an error in the breakdown of the payoff. Please be advised that this error was based on human mathematical calculations, and is corrected as referenced below: 1. The current purchase price: Residual value + lease balance: ($20,535.90 + $1,911.38) = $22,447.28 2. Purchase Option Fee: Early Termination Administration Charge + Contractual Purchase Option Fee: ($443.78 + $350.00) = $793.78 3. Open Receivables (Not applicable): $0.00 4. Other Taxes: Assessed by the State of Florida: $55.56 5. Sales Tax Collected: $1,396.84 The above figures add up to the payoff amount quoted, which was $24,693.46. Please remember, this was the original payoff before the $424.67 concession was made by Ms. ******, as stated above, at which time your final payoff of $24,268.79 was accepted and paid. While I apologize for the mathematical error, the position of the bank remains the same that the payoff was correct based on the above and we made an effort to negotiate with you, which you accepted. The error was not the result of an overpayment; therefore, there will be no refund issued. While I regret that you continue to be dissatisfied with this response, our position on the matter has not change. Unless you provide us with new information, any further correspondence we receive from you will be reviewed, but will not be responded to. Thank you, (signed) Vice President/Operations Manager Lease Maturity Management U.S. Bank Asset Remarketing

8/5/2015 Guarantee/Warranty Issues
8/4/2015 Billing/Collection Issues
8/3/2015 Problems with Product/Service
8/3/2015 Advertising/Sales Issues
7/31/2015 Advertising/Sales Issues
7/30/2015 Advertising/Sales Issues
7/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Between June 24,2015 and July 17,2015 US Bank charged my business checking account 156 USD in over draft fees. Between June 24,2015 and July 17,2015 US Bank charged my business checking account 156 USD in over draft fees. I had not logged into my online account for more than 4 weeks, and had no idea that my account had been over drawn. US Bank negligently did not contact me by mail, telephone, or instant message to tell me in the last four weeks that my account had been overdrawn, nor have they made any effort to stop additional charges from taking place.

Desired Settlement: US Bank will refund the entire 156 USD for the following overdraft fees. 07/15/2015 Extended Overdraft Fee $25.00 -$204.52 07/08/2015 Extended Overdraft Fee $25.00 -$179.52 07/01/2015 Extended Overdraft Fee $25.00 -$154.52 07/01/2015 Overdraft Paid Fee $15.00 -$129.52 06/30/2015 Overdraft Paid Fee $15.00 -$104.52 06/30/2015 Overdraft Paid Fee $15.00 -$89.52 06/25/2015 Overdraft Paid Fee $36.00 -$49.52

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ *****: I am responding to your complaint filed with the Better Business Bureau concerning your U.S. Bank business checking account. We appreciate the opportunity to respond to your concerns. The U.S. Bank Deposit Account Agreement and Business Pricing Information brochures are included with information provided when a new account is opened. These booklets are also available in the lobbies of all branch locations. They are revised periodically, and the most recent version is always the controlling version. The Deposit Account Agreement is a contract between U.S. Bank and its customers. By signing the signature card, you acknowledged receipt and acceptance of the terms and conditions of your account. Copies of these brochures are enclosed. The section of the Deposit Account Agreement titled Insufficient Funds and Overdrafts provides definitions of each and explains what our options are each time an overdraft or insufficient funds situation occurs on your account. Specifically it states that we charge an Overdraft Paid Fee for each item or transactions we pay that causes the available balance to become negative or occurs while the available balance is negative on the checking account. The overdraft and/or returned item fees are assessed the business day following the day of the overdraft occurrence, therefore it is possible to see fees assessed on the same day that a deposit is made. Furthermore, the current overdraft and insufficient funds fees for any item that posts against a negative available balance are $15 (for any transaction in the amount of $15 or less) or $36 (for any transaction in the amount of $15.01 or greater). In addition, our business checking account customers have Standard Business Overdraft Coverage which means we will authorize and pay overdrafts for all transactions at our discretion. Please allow me to explain the overdraft occurrence that took place in your account on June 24, 2015 to help you gain a better understanding as to why fees have been assessed to your account. Your beginning balance was $16.48. Two automatic payments to PayPal totaling $30 were presented for payment and were paid bringing your account balance to negative $13.52. Consequently, one of the transactions was paid when funds weren't available in the account to cover the item and an overdraft paid fee was assessed to the account in the amount of $36, the following business day. Similarly, on June 29 and 30 additional transactions were presented against your account when funds weren't available to cover them resulting in additional fees being assessed. Please refer to the three enclosed Notice of Insufficient Funds letters we sent to you for details on these transactions. In addition, it is important to know that we do assess an extended overdraft fee of $25 beginning on the 8th calendar day if the available balance remains below zero and each week thereafter if the available balance remains below zero. Since your account remained negative for more than 8 consecutive calendar days continuous overdraft fees of $25 were assessed to your account on July 1, July 8 and July 15. However, on July 17 the account received a direct deposit in the amount of $386.85 bringing your account balance to positive $182.33. Furthermore, you mentioned in your correspondence that you did not receive any notifications from U.S. Bank indicating that the account was overdrawn. Our records indicate as of June 24, 2015 we issued the Notice of Insufficient Funds letters referenced above to the address we currently have on file for you. In addition, our records confirm that you do not currently have any text or email alerts set up on your account; therefore, we were unable to notify you of your overdrawn balance by those methods nor do we contact customers via phone when an overdraft occurs on their account. The best way to avoid an overdrawn account is to track your balance, deposits and withdrawals. Our free Online Banking and automated phone system are both available 24 hours a day to give you complete control of your account balances and activity. We also offer different types of text or email alerts that will let you know when your balance falls below a designated amount. Please visit our website at www.usbank.com for more information regarding account alerts or to set up account alerts. You may also contact us that the phone number referenced below or visit any U.S. Bank branch location if you need assistance with setting up alerts. Mr. *****, we apologize if you disagree with our fees; however a careful review of your account shows that all fees have been correctly assessed according to policy. Please understand that our fees are assessed uniformly and such fees are typically only refunded in the event of a bank error. However, since this is your first overdraft occurrence we have refunded a total of $75 in fees as a courtesy. As a federally-regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. We hope the above explanation is helpful. If you have further questions, please contact U.S. Bank 24-Hour Banking at 800.USBANKS (************) where representatives are available to assist you seven days a week. Sincerely, (signed) Customer Care Specialist U.S. Bank 24-Hour Banking Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) US Bank will refund $75. I accept there settlement in this BBB dispute, but may take appropriate legal action, as I did not receive any letter from US Bank from when they allegedly sent a notice to me. Nor is it a requirement for account holders to set up any kind of automatic notice under "generally accepted banking policies"

7/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent U.S. Bank a letter regarding unauthorized credit bureau inquiries on my credit report - instead of replying to the letter they closed my accou I sent U.S. Bank a letter regarding unauthorized credit bureau inquiries on my credit report. The letter which I sent them went unanswered and 2 months later they answered with a "If we reported it, then it is correct". The letter they sent was unsigned and just plainly stated "credit account representative". I sent U.S. Bank another letter and stated to them that they are not to send me any unsigned letters and that the person sending the letter should property identify him or herself in the signature line. I asked them to sign their letters when communicating with me via mail and that every letter must be signed. The next thing I know is that they closed by credit card account. I called them and they directed me to go to a branch and have a branch officer ask me for identification. I went into the branch as directed and showed my identification. The credit card account has not been reopened. I call them and they state that I sent them "cease and desist" letter and therefore, they closed my account. The letter which I sent them did not state to them to stop communication but to sign their letters and properly identify the person sending the letters in the signature line. They are not willing to reopen the account and they have stated to me that in order to get my security deposit back, I need to send them a letter asking them for the security deposit. They have closed my credit card account and they also have stole my security deposit. It is outrageous that their staff is unable to comprehend simple reading skills in a letter and the the letter I sent them has been misunderstood by them. I have spoken with them on the phone and have stated that they don't know how to read and they are careless. They say that since I used the words "cease and desist" in the letter, they don't need to read further. I have research "cease and desist" and have further verified I did indeed use it correctly - I have asked them to cease sending me unsigned letters and desist from continuing to send me unsigned letters.

Desired Settlement: I want U.S. Bank to re-open the credit card account and note that it was closed due to a bank error. I also ask them to obey the credit reporting act laws and remove the unauthorized inquiry made by them onto my credit report. They did not reply to my request for verification in a timely manner, therefore they did not comply with the fair credit reporting acts rule that they must reply to requests in a timely manner or delete the derogatory item from the credit files.

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ Dear Mr. *****: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota regarding your above-referenced Ralph's Rewards Plus Visa(r) Secured Card account. We appreciate the opportunity to respond to your concerns. Our records reflect that your account ending in 2184 was opened in March 2015 as a replacement for your previous account ending in 2246, which was reported lost on March 18. A fraud alert was placed on your account ending in 2184 on April 27, 2015, when our investigator was unable to reach you regarding your concerns of an unauthorized credit inquiry to verify that you applied for the account. On April 30, our investigator informed you that you would need to go to your nearest branch, as we were unable to confirm your identity by telephone due to a poor phone connection. The fraud alert was removed on May 1, and your account was reopened once the branch confirmed your identity. We understand that you are requesting the removal of the inquiry made to your credit profile, which you state was unauthorized by you. Our records reflect that the enclosed letter was mailed to you on April 27, 2015, advising you that any inquiry requests associated with your account ending in 2184 as a means to establish or maintain credit are valid and would not be removed. Please refer to section 34 under Our Legal Rights and Obligations of your enclosed Cardmember Agreement, which states, in part: 34. Collecting Credit Information about You: You authorize us to make any credit, employment and investigative inquiries we feel are appropriate related to giving you credit or collecting amounts owed on your Account. You agree that a consumer credit report may be requested periodically from one or more consumer reporting agencies ("Credit Bureaus") and used in connection with your application and any update, renewal or extension of credit. Your correspondence dated April 16, 2015, received on May 8, instructed U.S. Bank to cease all communications that are not signed in accordance with your provisions, which included a wet ink signature. Please understand that it is our policy to close an account once a cease and desist has been requested. We apologize if that was not your intent; however, we are unable to comply with your request to receive only signed communications, as many of our letters are systemically generated and would not include a wet ink signature. If you wish to rescind your request to cease and desist communications, you may do so by writing to us at: Collections Department Attn: Cease and Desist Department ************ St. Louis, MO 63166 As to the return of your secured savings deposit, please refer to the Rewards Program section (d) of your enclosed Cardmember Agreement which, states in part: We have no obligation to release our security interest, in whole or in part, until your Secured Card Account is closed, the balance is repaid in full, and there has been no balance outstanding on the Secured Card Account for thirty (30) consecutive days. At the time your account was closed on May 8, your balance was $558.78. Since that date we have received payments on May 26 for $43.00, July 1 for $41.00, and July 2 for $540.00, which left a remaining credit on the account of $24.12. Unfortunately, the last Internet payment of $540.00 received on July 2 was returned by your financial institution on July 8 with a notification that they were unable to locate your payment account in order to honor the payment request. The current balance on your account is $515.88 with your next minimum payment due on or before September 1, 2015. If you would like to have the account closed and the secured deposit applied to the outstanding balance, please send your written request to: Cardmember Service Secured Processing ************* Fargo, ND 58125-6363 Upon receipt of your request, any remaining funds will be refunded within 10 business days. Please understand that our policies and procedures are not arbitrary and must be applied uniformly to all accounts. A careful review of your account does not reveal any instance in which U.S. Bank deviated from generally accepted banking practices. We trust that the information provided addresses your concerns appropriately. If you have any additional questions regarding this account, please contact our Collections Department at ************. Sincerely, (signed) Office of the President, Cardmember Service Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not offer any resolution. All they have done is explain that they closed the account because I sent a cease and desist letter and that their policy is to close accounts with these letters. They further state that my requirement of a wet signature is not acceptable to them because they issue all their letters computer generated and that signing letters is not an option for them. As far as them refunding my money, I think since they closed the account without me requesting it, they should have decency to refund the money in like manner. They want me to write a letter to them to ask them for my money. That just does not make sense in my book. All they are saying as far the wet signature incapability is not making sense to me either, especially that I specifically stated to them that I don't want them to send me any type of communication without the proper signature and identification on the letter. I guess this case will not be resolved since I am not willing to accept such lack of responsibility from them. I have been treated with disrespect by these people - by them asking me to go their branch and their branch not understanding what is going on, to them closing my credit account and not refunding my security deposit. They also did not comply in a timely manner when I asked them what their permissible purpose was for pulling my credit report when the account that was established was a secured account. They had already inquired on my credit before with a soft pull and then they did a hard put on my credit and a hard pull was not necessary. Final Business Response /* (4000, 9, 2015/07/28) */ Dear Mr. *****: U.S. Bank is in receipt of your additional request for assistance from the Better Business Bureau of Minnesota and North Dakota regarding your above-referenced Ralph's Rewards Plus Visa(r) secured credit card account. We appreciate the opportunity to respond to your concerns. Per your request, we have closed your credit card account and applied your secured deposit of $600.00 to the outstanding balance of $515.88. A check for the remaining credit balance of $84.12 was requested on July 27, 2015, and will be mailed to you at the above-referenced address within 14 business days. As explained in our prior response, per the terms and conditions of your Cardmember Agreement, you agreed to any credit inquiry used to establish or maintain credit for the above-referenced secured credit card account. Our records indicate the first inquiry from June 2014 was directly linked to a declined application for a Ralph's credit card and the second inquiry from August 2014 was directly linked to the approved application of the above-referenced account. Please be advised that the inquiries are permissible under the Fair Credit Reporting Act, as both were related to your applications for credit, and as such they will not be removed. We apologize for any inconvenience regarding our request to go to your nearest branch to confirm your identity; however, please understand that we are required to safeguard our customers and ourselves from any potential fraud or identity theft. We certainly regret your dissatisfaction with the outcome of this matter. Be assured that it is not our intent to make you feel unappreciated or disrespected as our customer. Please understand that our policies and procedures are not arbitrary and must be applied uniformly to all accounts without prejudice. As a federally regulated national bank, U.S. Bank's policies and procedures are stringently reviewed and internally monitored for compliance. A review of this matter has revealed no instance in which we have deviated from standard banking practices. We trust the information and resolution detailed herein provides you with an understanding of our position. If you have any additional questions regarding this account, please contact Cardmember Service at ************. Sincerely, (signed) U.S. Bank NA ND Office of the President, Cardmember Service

7/29/2015 Problems with Product/Service
7/28/2015 Advertising/Sales Issues
7/28/2015 Delivery Issues
7/28/2015 Problems with Product/Service
7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: US Bank stole $300 from my checking account and did not deliver secured card OR refund. I applied for a US Bank Secured Visa Card on line June 16th and gave US Bank all my bank information. Upon the end of the process it gave me an error message saying application was denied. I thought it was a glitch so after 2 days I tried again and same error message so I gave up. On June 18th US Bank tried to take the $300 out costing me $25 in NSF Charge so I put $ in there to cover in case US Bank tried again. On June 22 US Bank withdrew $300 from the checking account I shared with my wife. We access and monitor our account on a daily basis so I assumed since US Bank had their money I would get my card. On July 7th I finally called the 800# to check my application status and it said it was denied. I spoke to 3 different US Bank service reps. One said US Bank never took the $300. One said They took the $ and refunded it. One was SO SHOCKINGLY RUDE I was forced to report this transaction to my bank as FRAUD since US Bank is incompetent and cannot read their debit/credit transactions.

Desired Settlement: I want my $300 deposit returned to me plus the $25 NSF fee since their website has problems confirming application status upon entering vital banking account and routing numbers.

Business Response: Initial Business Response /* (1000, 5, 2015/07/16) */ Dear ************: U.S. Bank is in receipt of your request for assistance from the Better Business Bureau of Minnesota and North Dakota. We appreciate the opportunity to respond to your concern regarding your application for a Harley-Davidson Secured Credit Card. Our records confirm that, in the month of June 2015, we received two online applications from you, for a Harley-Davidson Visa Secured Credit Card account. By applying for these accounts, you agreed to the withdrawal of funds from your deposit account into your corresponding Secured Savings Account (SSA), in order to acquire the Secured Card credit line. Please understand that, in most circumstances, our Secured Credit Card applications are not approved or declined immediately after submission. This is because we have to validate the information you included on the application and verify the funds are available to obtain your SSA. When you submitted the online applications, you came to a webpage stating Thank You. This webpage informed you that the process to confirm the information mentioned above may take up to 10 business days. Additionally, it stated that, if your application is approved, the funds to secure your Secured Credit Card account will be applied to your Secured Savings Account within 10 business days. Following that, you would receive notification with the decision through U.S. Mail within 30 days. Please understand that we are unable to presume the intentions of our cardmembers when multiple applications are submitted. After thorough research, we are able to confirm that one application was declined. Therefore, a notification letter was mailed to you on June 27, 2015,(a copy is being mailed to you) which provided the details of our decision to decline your request for a secured credit card account. The letter advised you that our decision was based in whole or in part on information obtained from Experian, and that we were unable to approve your application at this time due to insufficient funds provided for your security deposit. The other application was approved and established on June 30, resulting in the credit card account ending in 3311. However, it was closed on July 15, as you disputed, or did not authorize, the $300.00 transfer from your deposit account to the SSA. Another notification letter was mailed to you on July 15(a copy is being mailed to you), which provided you with the reason for the closure of your account surrounding the insufficient funds required for the SSA. We have enclosed a copy of both notification letters for your review.(being mailed to you) We apologize for any misunderstanding that occurred when submitting your online applications; however, our research does not indicate that a bank error took place, or that we deviated from standard banking practices. As no bank error occurred during the processing of your Harley-Davidson Secured Credit Card applications, we are unable to comply with your request to provide any compensation for fees assessed to your deposit account, or return the requested $300.00 security deposit, as we show that the funds to secure your account were not successfully transferred to U.S. Bank upon the establishment of your account. If you have questions regarding the disputed or unauthorized funds of $300.00 intended for your security deposit, we encourage you to contact the financial institution from which the funds originated. Although we were unable to comply with your request, your business and support are important to us. If you have any further questions concerning your account, please contact Cardmember Service at ************ (we accept relay calls). Sincerely, (signed) Office of the President, Cardmember Service

7/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: the bank manager, Mr ******, has avoided my complaints and calls in regarding overdraft charges against my account for $36.50 on cash transactions. that that branch has failed to credit my account for cash deposits made to cause my account to overdraft. that the bank manager knew that I had direct deposit of SSI check and withheld my check so that my account would overdraft and assess a fee of $36.50. That the branch manager has used an Omni potent power to place my account in chex system for transactions which was paid out my deposits and that no money is owed by me but that the bank has held my funds and have not released them but continue to charge me for charges but will not allow me to withdraw my funds since June 26, 2015 Product_Or_Service: overdraft protection Account_Number: ************

Desired Settlement: DesiredSettlementID: Refund I request my information to be be removed from the Chex system and credit report. refund my 659.00 SSI check deposit, reverse the overdraft charges on funds that were available at time of purchase

Business Response: Initial Business Response /* (1000, 10, 2015/07/16) */ Dear Mr. *******: We received your letter directed to the Better Business Bureau of Minnesota and North Dakota regarding your checking account. Thank you for allowing us the opportunity to research and respond to your concerns. On May 27, 2015, you opened a checking account with our Commercial Chicago branch. Our records show that you deposited a check on June 27, 2015 for $350.00 that was drawn on a closed account and it was returned to us unpaid. At the time of your account opening, you were provided with a copy of Your Deposit Account Agreement. This booklet contains the terms and conditions for your account. It states, in part: If we do not collect the funds, or we need to return the funds, your deposit will be reversed and become your responsibility. As a result of the returned check, your account was charged six $36.00 overdraft fees. On July 2, your social security was direct deposited into your account, resulting in a positive balance. This deposit was applied to your account when received and was not delayed. The decision was made to close your account due to the returned deposit on June 29 and this information was reported to Chex Systems. U.S. Bank reports closed accounts to ChexSystems as a part of our standard process, regardless of monies owed. ChexSystems provides deposit account verification services to its financial institution members to aid them in identifying account applicants who may have a history of account mishandling. The information is shared among member institutions to help them assess the risk of opening a new account. Check Systems only shares this information with its member institutions. ChexSystems does not approve or decline account openings. The decision to approve or decline an account opening is entirely up to the financial institution. Mr. *******, thank you for taking the time to bring your concerns to our attention. We apologize for any frustration that this situation may have caused you. As a courtesy, management has credited your account for the six $36.00 overdraft fees and a $73.05 check printing fee charge. A check was mailed to you on July 10, for $451.06 for the remaining funds in your account. Should you have any additional questions or concerns, please contact District Manager directly at . Sincerely, (signed) Executive Communications U.S. Bancorp

7/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: US DOLLARS 24,000 FRAUD BY SBT LTD WHO HOLD ACCOUNT NUMBER AT US BANK LOS ANGELES:THIER PHYSICAL ADDRESS ********************* LOS ANGELES CA 90028 3705 UNITED STATES FROM MY STANDARD CHARTERED BANK HELD AT HARAMBEE AVENUE NAIROBI KENYA ON TO US BANK.THIS MONEY WAS TO GO TO SBT LTD JAPAN FOR PAYMENT OF A VEHICLE THAT I WAS BUYING BUT THIS FRAUDSTERS- SBT LTD HACKED MY SUPPLIER ACCOUNT AND ALTERED BANK DETAILS AND THAT IS HOW THE MONEY LANDED INTO THIER ACCOUNT IN US BANK.I HAVE CALLED US BANK A MILLION TIMES FROM TUESDAY THIS WEEK BUT NO HELP FROM THEM AT ALL. I HAVE REPORTED THIS CASE AT INTERPOL NAIROBI KENYA OFFICE AND TO MY BANK IN WESTLANDS BRANCH KENYA.MY BANK HAS ALSO WRITTEN SEVERAL FUND RECALL REQUEST TO US BANK AND NO RESPONSE FROM THIER END. AM WORRIED HOW A BANK IN THE US CAN BE ALLOWED TO OPEN ACCOUNT FOR A FRAUDSTER COMPANY AND MORE SO WHY ARE THEY NOT RESPONDING IF NOT TO ME AS A PERSON TO MY BANK.

Desired Settlement: DesiredSettlementID: Refund FULL REFUND OF MY USD 24000 BACK TO MY ACCOUNT.

Business Response: Initial Business Response /* (1000, 10, 2015/07/17) */ Dear Mr. *******, U. S. Bank is in receipt of your request for assistance from the Better Business Bureau. Federal regulations prevent us from disclosing private account information to a non-account holder. As you are not on the account, we are unable to provide you with any specific details. We have received the message from Standard Chartered Bank Kenya requesting that funds be returned. We will communicate directly with Standard Chartered Bank any information related to this wire investigation. Sincerely, (signed) Operations Manager U.S. Bank Wire Transfer Operations

7/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On June 9,2015 I called us bank to file a complaint of fraud. They sent me papers out to fill out and return. I mailed them back and kept contacting them about the papers. They said they have not reviewed them. And this has been going on for about a month now. Than I asked them to resend the paperwork, they sent me a new card and than about a week later they sent me new papers to fill out. This time around I went out to the sugarcreek branch and they faxed the papers to them. Now I have called them everyday to resolve this matter and they said Diana is working on my case. I ask to talk to her and they won't let me so I told her to have her call me and she told me that it would take up to 48 hours. I asked for Diana's number and she to,d me that I couldn't have it that it was up to her to give it to me. I didn't event know that I had a certain person that I needed to speak to. All I would like it my two pay checks that have been deposited into my bank account since I filed fraud. Now they tell me that I have no deposited in my account and I have proof, please help me get this resolved so I can close my account with them.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my two pay checks that was deposited after I called and told them there was fraud on the account. Than I would like my account closed. Because my daughter has medical needs that I need my money for and I need to get my van out of the garage.

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ Dear Ms. ***: The Office of the President is in receipt of your request for assistance from the Better Business Bureau (BBB) of Minnesota and North Dakota regarding your U.S. Bank Visa(r) Check Card and corresponding checking account. We appreciate the opportunity to address your concerns. Our records reflect that on June 9, 2015, we initiated a PIN fraud claim on six transactions totaling $1,198.00. At that time, we mailed you a Declaration of Unauthorized ATM/Check Card Transaction form. The declaration stated that in order to qualify for provisional credit, the form must be completed, signed, and received by the bank within 10 business days of your verbal claim. We received the enclosed documentation on July 6, 2015, which falls outside the 10 business day window outlined in the paperwork. As such, no provisional credit was issued to your account. On July 10, your case processor approved your claim, and issued a credit of $1,198.00 to your account. He also reversed $399.50 in fees that were assessed to your account due to the fraudulent activity. The enclosed letter was mailed to you at that time notifying you of this resolution. In your correspondence, you indicate that you mailed in your initial paperwork shortly after receiving it. Upon speaking with our Fraud Department on June 30, 2015, you requested we send you a duplicate copy of your paperwork, as we informed you that we had not received the first copy you returned. After a thorough review of our records, we are unable to locate this initial paperwork. We are sorry to learn of your decision to close your account. However, per your request, on July 13, 2015, we closed your U.S. Bank Student Checking account. At that time, you made a teller withdrawal in the amount of $331.81, bringing the account to a zero balance. Should you have any further questions regarding your claim, please contact me directly at (redacted). Sincerely, (signed) Office of the President, Cardmember Service

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: US Bank overdraft protection system is faulty and customers pay the consequences. In the past 30 days, I have incurred 3 $12 charges totaling $36 for overdraft protection transfers that US Bank has done on my behalf. According to the program, I am to receive an alert when my account goes negative so I may transfer funds. US Bank sends out emails late and the transfer has been done for me before I can go on my mobile app to do it myself. Quoted from their website "Ways to reduce or avoid overdraft protection transfer fees: Set up account alerts and receive email or text messages when your balance if low or when payments are due" A customer service rep told me the system is faulty and that emails may not go out in time to do a money transfer on my own. This is where customers a paying for a faulty system. It is not my fault their email system is slow at notifying me. I am aware I am also responsible for checking my balances but I am signed up in s system that is not alerting me to avoid fees.

Desired Settlement: I am seeking a refund of overdraft protection transfer fees.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Dear Ms. *****: I am responding to your complaint filed with the Better Business Bureau concerning Overdraft Protection Transfer Fees that were assessed to your U.S. Bank checking account. We appreciate the opportunity to respond to your concerns and apologize for the service you received while trying to resolve your issue. U.S. Bank i