Complaints

This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  US Bank

  Minneapolis, MN 55402-7000

  
• 

  U S Bank

  1673 Pearl Rd Brunswick, OH 44212-3405

• 

  U S Bank

  8 E Main St Lucas, OH 44843-9701

• 

  U S Bank

  85 W Main St Shelby, OH 44875-1205

• 

  U S Bank

  222 E Smokerise Dr Wadsworth, OH 44281-8277

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a week late with my card payment. I never received a bill in the mail. When I realized I never received a bill, I went online and paid the past due plus the new amount that was JUST billed. A week after that I receive a letter saying they lowered my available credit. I never received a letter or notirfication when the payment was due and have NEVER been late with a payment in 20 years. This affects my credit score and I do not take that lightly. The bank could have sent a reminder before such a drastic measure. I tried to talk to someone at the bank but was told I had to reapply for more credit so they could do a credit check (again affecting my credit score) when I asked to speak to a manager they said I couldnt when asked for an address to send a letter they said there was non.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a gift card that was hacked and I have been trying to resolve the issue for almost 2 months now. I have sent all necessary correspondence that was requested and a description of the charge that was made to the gift card. I called today 11-20-23, spoke with 5 different people in 5 different departments, all of them said they wish they could help, but it was not their job. The amount of money is $***** charged to card # *******************, this was charged by Amazon transaction # **** **** **** 203 TR5K S7SZ. This charge was not made by me or my girlfriend. I am seeking reimbursement of the aforementioned $ *****. I have an Amazon card that I use only at Amazon, my girlfriend uses her own credit card.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

  Customer Answer

  Date: 11/21/2023

   I am rejecting this response because: I have not been contacted by this business period. I first contacted them on 9-29-23. I was told by them that I was not the registered owner of the gift card in question. I did not understand how that could be, as I was then and am still in physical possession of the disputed gift card. I was checking the balances on our gift cards. We used said gift card at Outback Steak house on 9-11-23, On 9-16-23 a charge was placed by Amazon for $48.00. I faxed them US bank a photo copy of my state issued drivers license, copies of the front and back of the card that was used for the fraudulent transaction, on 10-10-23. On 10-16-23 I called them at ************, the number on the back of the card. I spoke with ****** and then Bre her supervisor. I had given them 3 ways to contact me. I called on 11-20-23, spoke with ***** was hung up on, then I looked up the fraud ***** spoke with *********, she tried to transferred me to an bank branch,   I got ***** (fraud **** again) she gave me another number I got ***** in card holder services and finally ******* in the gift card ****.  All of them said that they could not help me. I gave them all the ******************************************************************************* any of their systems. I also gave a few of them the card id number I got when I made the first call, again no luck. Let me reiterate, I initiated the claim on 9-29-23, today's date is 11-21-23. I have been contacted or updated on this matter from them at all. I am very disappointed in the lack of action and communication from them on this subject. I understand that $48.00 is not a lot of money to them, however it is to me. I am on Social Security Disability Income and do not have extra funds laying around. I am very frustrated at this point because no one thinks it is their job to do anything in regards to this matter. How would you feel? 
  
  
  

  

  Business Response

  Date: 12/01/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened up a checking account using promo code May2023 for $300 after depositing $5,000 into account. I exceeded the requirements yet every time I call asking about my $300 is always an excuse after getting transferred from one person to the next person. I finally asked to speak to manager and was told that the person was on phone and will call me back so said I would hold only to be hung up on after a couple minutes. The bank had no intentions on making good on bonus.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

  Customer Answer

  Date: 11/27/2023

   I am rejecting this response because:
  
  I was told this before as well. Its always an excuse for not fulfilling the bonus. I do not trust that is was ever a chance on them making good on bonus. I have waited 5 months already.

  

  Business Response

  Date: 12/01/2023

  Tell us why here...We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/30/23- used my US Bank CC to make a purchase online with ******* Harvest seafood, and I haven't recieved my product. I reached out to US bank with a dispute and they refused to refund my money.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

  Customer Answer

  Date: 11/23/2023

   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. US Bank has refunded my money back to my account. I am very satisfied. Thank you for all your help on this matter. ***********************

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a **** Prepaid Gift Card in the amount of $300 from a local Ralphs store on 11/8/23. Although the employee at the Ralphs store assured me that the card was activated and ready to go, it was not the case.So I had to call the card customer service ***************) and activate it. I also registered my card online as advised. The initial/only transaction in the amount of $67 was successful.When I tried to use the card again on 11/17/23, however, it was declined. Although I tried to swipe it as well as manually enter the number, it didn't go through. I called customer service and found out that my card was deactivated without my knowledge. Nobody on their end had the courtesy to notify me that my card was no longer active. They initially advised me that I needed to provide documents to get my card reactivated. Although I didn't feel comfortable providing a copy of the front/back of a government-issued ID, considering the risk of identity theft, I was willing to do it online through their website as I was told there was no other way for me to get access to the remainder of the money. When I tried to provide the documents, however, the website gave me an error message saying that my account was not allowed to submit documents online. I was also told by multiple subsequent agents and their supervisors that it was not possible to reactivate my card. Why didn't earlier agents/managers tell me this? Then they told me that the only way for me to regain access to my money on the card was to fax a copy of the front/back of a government-issued ID. I quickly did a *******search on the fax number they provided, and there were multiple incident reports, verified cases, and pending investigations involving fraudulent activities associated with that particular fax number. Yet US Bank is holding my money hostage and coercing me to take this risk. Also, despite my repeated requests, they also refused to connect me to their "fraud" department.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

  Customer Answer

  Date: 11/25/2023

  I am rejecting this response because: I'm still unable to access the remaining balance of $233 from the ************ Card (last digit ****) although I can prove that I purchased it with receipts and the actual plastic card. Nobody from U.S. Bank has attempted to reach me and try to resolve this issue.

   When I called their customer service again, they just repeated the scripted lines -- "You need to fax or mail the government-issued photo ID so that we can reissue the card." The customer service reps and their supervisors are not willing to help at all. When I requested to speak to the supervisor's supervisor, she said there was nobody else. This makes no sense, as obviously she doesn't own the entire bank. Then I requested to speak with the fraud department that inactivated my card, but apparently they don't take incoming calls. U.S. Bank conveniently arranged itself so that they can just rob the paying customers.

  Also I was initially advised by their customer service to register the card so that they can verify it and I wouldn't have any problem using it online. What is the point of volunteering personal info and register the prepaid gift card online if the company will insist on getting a copy of the government-issued photo ID instead of using the info already entered? 

   At this point, I was told I have two options only. I either have to take the risk of identity theft and data mining in order to get a shot at getting MY remaining money back, or will have to let this go which means U.S. Bank gets to keep my $233. Can you imagine how many cases like this happen in a year (and U.S. Bank is illegally collecting extra money by preventing customers from using the cards they purchased and paid for)? Their usual response of "we will look into this and get back to you" is not acceptable, considering the unprofessional, dishonest, and fraudulent business practice the company and their customer service have exhibited so far. 

  

  Business Response

  Date: 12/01/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bank Account - ************ - ******** *********** Inc.Started in May I have requested access to the bank account many many times. I still do not have online access.I have been told I am not on the account before, even though I am the person who runs and who started the business. I have signed documents to confirm this after the fact to get the account fixed. Waited months to have it fixed. I have spent tons of hours trying to get access to my account. US Bank can not give me basic account ************************* to my own account. I have talked to managers in the call center and people in branches. ********************* from ************, ** said it would be fixed but it wasn't/ Their manager left me a message saying in 48 hours it would be fixed, but it still isn't. US bank shouldn't be able to stop me from accessing my own money.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding.  To protect your privacy, a response and any described enclosures will be mailed to you directly.

  Customer Answer

  Date: 11/24/2023

   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.

   

   

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two **** gift cards purchased at Kroger store in *************. There was $100.00 cash placed on each card. That is a total of $200.00. **** Card # ******************* purchased 10-2023 balance on card is $37.68) Card # ******************* purchased 11-2023 balance on card is $100.00 We tried to use both cards at various locations. The above, first card, let me charge several food products, then it froze up. The second, above card, immediately froze up and would not let us purchase any items.After many many calls to **** USA Inc. *************), Kroger customer service *************)and several attempts to resolve this issue online, we gave up. Both cards were locked by someone.

  

  Business Response

  Date: 11/21/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location **************************************************************************. ***** I signed up a month a ago at the bank for overdraft protection and there would be a fee. So, I signed up for it. So, I overdraft a couple of times and they were covered. I get paid and my check is direct deposited. I went to the *** and it showed that I did not have any money. I came home and I called them and I spoke to a lady and she said there has to be charges but I pay a fee every month for this protection. I was placed on hold and then I hung up. I pay $2.00 every month for this protection. I want my money money back because I pay over draft protection.

  

  Business Response

  Date: 11/20/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express grave concern about the sharing of my nonpublic information with the three credit bureaus by U S BANK. This action has resulted in grossly inaccurate information on my credit report, causing significant financial and emotional distress.Under 15 USC **** Section 602, I have an unequivocal right to privacy regarding my financial information. Moreover, 15 USC **** Section 604 A Section 2 explicitly prohibits a consumer reporting agency from furnishing an account without my written instructions.Additionally, according to 15 USC **** B, a creditor cannot treat any payment on a credit card account as late for any purpose. Account number ************ highlights the gravity of this situation.I urgently request a thorough investigation into these matters and immediate corrective actions. Your prompt attention to this issue is crucial to rectify the inaccuracies and alleviate the distress caused.

  

  Business Response

  Date: 11/17/2023

  Tell us why here...We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son purchased a $100.00 gift card, from Krogers Market Place, *****************************************************************, for me to use on a trip. Attempts to use the card failed and I called the company, US ************************ They advised the card had a $100.00 balance and to wait an hour and try the card again. I waited, tried the card again and I still was not able to use the card. I gave the card back to my son to take back to ****** to get a refund and they would not refund his money. I then went to ******* **************** and attempted to exchange the card for another possibly functioning gift card. At Krogers, my card would not work. The customer service worker, *****************************, contacted the company, verified the card had $100.00 on it. ******* followed the instruction given by the Bank helpline number and the card still would not work. The helpline was useless as I had called them twice prior to this and none of their suggestions worked for the card use. I then asked ******* if I could get a refund from ****** as that is where I bought the card and she said she was unable to refund my money for the purchase even though I had all the purchase and supporting documentation. The value card balance inquiry was done on 11/11/23 and the card is noted to have $100.00 dollars on it. The card was purchased on 10/03/23.The helpline phone number for the card is **************, which has been useless in trying to resolve this issue. ****************** did call the company and gave me a case number, ********, but wasn't able to refund money I paid to Kroger for a card I can't use.

  

  Business Response

  Date: 11/15/2023

  We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.