May 2015 Complaints Against US Bank

Compiled from Public Data by FairShake

If you have an issue with US Bank, you’re not alone.

The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.

In 2015, the CFPB received 2707 complaints against US Bank. US Bank ranked Number 12 among all financial companies for the most complaints.


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Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: NC

Product: Credit card

Issue: Advertising and marketing

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: CA

Product: Credit card

Issue: Advertising and marketing

Full Complaint:
I have signed up for a personal XXXX XXXX credit card from US Bank. In the agreement I signed up for it clearly states that I will receive a XXXX free night AFTER PAYING THE {.00} FEE. However, soon after paying the fee I learned that US Bank has decided to not provide this benefit as promised. I called US Bank today to ask if there was anything available to compensate for this but was told the best I would be offered was XXXX pts or they could cancel my card and give me the annual fee back. They also stated that the new benefit was a free night in a XXXX hotel after XXXX dollars spend. This is nothing in comparison to the benefit that I signed up for. I did not accept this as it was not satisfactory because I would loose the benefits I have earned from he card and also it does not address the impact to my credit score associated with card applications. I do n’t understand why US Bank feels that it can bait people into signing up for a product with the promise of great benefits and then switch the benefit to something else that is not even close to as lucrative.

Company response:

Response Type: Closed with explanation

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: IN

Product: Bank account or service
Sub-Product: Checking account

Issue: Account opening, closing, or management

Company response:

Response Type: Closed with explanation

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: AZ

Product: Mortgage
Sub-Product: Conventional fixed mortgage

Issue: Loan servicing, payments, escrow account

Full Complaint:
US Bank changed my billing address for my mortgage without notice and without my consent to an address that is NOT and never has been my address. Consequently I received no billings or statements of delinquency until I discovered the error and pointed it out to US Bank in XXXX 2015 while doing my taxes. I want all interest and penalties assessed as a result of their error refunded. Please note the property address is XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ( an address which does NOT receive mail ). The correct mailing address is and always has been XXXX XXXX XXXX XXXX, XXXX, XXXX. XXXX.
The incorrect address the bank started using for me in XXXX was XXXX XXXX XXXX XXXX, XXXX XXXX.

Complaint Tags: Older American

Company response:

Response Type: Closed with monetary relief

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 7, 2015

Company Official Name: U.S. BANCORP

State: MA

Product: Credit card

Issue: Rewards

Full Complaint:
In XXXX I applied for the XXXX XXXX Premier Rewards Visa Signature Card and was approved for the lesser card ( XXXX XXXX Rewards Visa Platinum Card ). Most of the benefits were the same for both cards including the ” Bonus Night Award Benefit ” which entitled you to the last night free on any award stay. Below all the benefits on the application page for the Platinum card it stated ” Enjoy all of these benefits for {.00} Annual Fee ”.

Less than XXXX weeks after being approved for the card, I received an email saying effective XXXX XXXX the ” Bonus Night Award Benefit ” was going away permanently. I feel like this was a bait and switch scenario. They also did not change the language on the application page for at least a week after announcing this benefit loss. I signed up for the cards under certain terms and now they are changing. I would not have taken the inquiry hit had I known this benefit was going to be taken away.

To make matters worse, I just read effective XXXX XXXX, there will be XXXX hotels changing award categories, with XXXX hotels moving up and only XXXX moving down. There are XXXX hotels going from either a category XXXX or XXXX to the top category XXXX requiring at least XXXX additional points for an award stay.

I was not happy about these changes so I contacted U.S. Bank about having my annual fee refunded. They declined the refund and gave me XXXX points for my trouble. I do not feel this is sufficient for such a major benefit loss to their program. This credit card is significantly weaker than it was just 5 weeks ago and I absolutely would not have applied under these new terms.

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 7, 2015

Company Official Name: U.S. BANCORP

State: MN

Product: Debt collection
Sub-Product: Mortgage

Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt was paid

Company response:

Response Type: Closed with explanation

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: OH

Product: Credit card

Issue: Forbearance / Workout plans

Full Complaint:
I have been a US Bank account customer for about 10 years. I believed most of the 10 years I paid and used the account with no problems. However due to a decrease in my income I sought help with US Bank and they said they were n’t able to help lower my interest and or my monthly payment. I sought assistance with XXXX XXXX, a debt management company. XXXX XXXX charged me a fee of {.00} and I sent the fee along with the monthly payments they negotiated with the banks. However, after paying XXXX XXXX, I learned that my payments were not being received timely to my accounts, and that I was left with zero to even pay my necessary bills. I cancelled my contract with XXXX XXXX and contacted all banks myself. I was able to acquire a more reasonable payment plan and lowered as well as ZERO interest rate from the banks, except US Bank. US Bank claims that I can not cancel my agreement with XXXX XXXX and that I am required to pay US Bank the same amount {0.00} that was negotiated by XXXX XXXX. In order to keep my home and not default on the mortgage, real property taxes, and homeowners insurance, I send US Bank what I am able {0.00} which is actually more than what I can afford. In addition to my decrease in my income where I was forced to retire XX/XX/XXXX since my employer eliminated my job position, recently XX/XX/XXXX I was diagnosed with XXXX XXXX. I had the surgery on XX/XX/XXXX for removal of the XXXX. I have been trying to get US Bank to consider my situation before I have come to CFPB for help. I am in dire straits now as I only have {.00} in my bank account and I have had to go to the VA hospital for my follow up XXXX appts and I am feeling like things are very bleak. I do n’t know how things are going to turn out now. I believe that US Bank is holding me to a contract I made with XXXX XXXX and this is not right. Please help me.

Complaint Tags: Older American, Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: PA

Product: Prepaid card
Sub-Product: Gift or merchant card

Issue: Fraud or scam

Full Complaint:
In XXXX, my friend purchased a {0.00} MasterCard gift card ( plus {.00} in ” fees ” ) at a local grocery store ( XXXX ). According to the packaging, it was issued by the US Bank National Association. She gave it to me later in the month or early XXXX. In XXXX, I decided to use it. The instructions said to to register it online prior to making an online purchase. I attempted to do so at XXXX – the site listed on the packaging. The site told me they could n’t find the card so I called the customer service number – XXXX. According to customer service, the card was not activated at the point of purchase and I was directed back to the store. I went to the store ( WITH the receipt for the gift card ) where the baffled manager said he could n’t help me and HE called the customer service number and they advised him I should call back with instructions. I returned home, called the number, and the rep told me I would have to fax the receipt, along with a copy of the gift card ( front and back ) to the attention of ” Gift Card Activation ” at XXXX. She said it would take 7-10 BUSINESS DAYS to activate the card. I did this on XXXX XXXX. On the XXXX day, the card was STILL not activated. I called AGAIN and the rep told me they would ” escalate ” the matter — but refused to find out if even the fax was received as that was a ” different department. ” When transferred to a supervisor – she told me the same thing. ( But how can you ” escalate ” something that is ALREADY late on your part?! ) She took my phone number ( which was already on the fax I had sent ) and said someone would call me back in 24-48 hours. After 48 hours passed without a call, I called them. The supervisor then explained that it was n’t 24-48 hours in day time — it was 24-48 hours — BUSINESS HOURS. ( Have you EVER heard THAT? ) Which, he told me, would be five more days before I would hear about ANYTHING. This is OUTRAGEOUS! I asked him for the name of the company he worked for and he said, ” Card Services. ” I asked for the physical address so I could put it on the complaint form to the XXXX Attorney General. He refused to give it to me and could only tell me that the business was located in XXXX. So, after being told the card would be activated in 7-10 business days, it was n’t. Now I am ” lucky ” enough to have this matter ” escalated ” so it MAY be five MORE days before a single person calls me and will probably tell me ” they never received anything. ”

Company response:

Response Type: Closed with monetary relief

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 6, 2015

Company Official Name: U.S. BANCORP

State: VA

Product: Mortgage
Sub-Product: VA mortgage

Issue: Loan servicing, payments, escrow account

Full Complaint:
An erroneous property tax refund check was sent to my Mortgage Servicer ( USBankCorp ) which was subsequently cashed on XXXX by USBankCorp and credited to my Escrow account on XXXX. A letter was sent to USBankCorp requesting repayment to the County of the erroneous refund on XXXX. As of XXXX, the bank has not responded to the request, despite receiving XXXX separate written requests, and has not remitted payment to my County ‘s tax department. This is the XXXX occasion in which my Mortgage Servicer has not responded in a timely fashion to a request for escrow servicing.

Company response:

Response Type: Closed with explanation

Public Response:
Company chooses not to provide a public response


Complaint Details:

Date of Complaint: May 7, 2015

Company Official Name: U.S. BANCORP

State: MO

Product: Bank account or service
Sub-Product: Checking account

Issue: Deposits and withdrawals

Company response:

Response Type: Closed with explanation

Public Response:
Company chooses not to provide a public response


FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.

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