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

  2716 Boston Rd Hinckley, OH 44233-9498

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  U S Bank

  53 S Portage St Doylestown, OH 44230-1582

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  U S Bank

  8 E Main St Lucas, OH 44843-9701

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  U S Bank

  85 W Main St Shelby, OH 44875-1205

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:03/31/2025

  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.

  I am writing to formally lodge a complaint against ********* regarding their handling of two disputes I filed, which have not been properly investigated.The first dispute pertains to an ATM issue where the machine failed to dispense the full amount of cash I requested. Despite my efforts to report this incident, ********* has claimed that no error was found, which is perplexing given that I did not receive the complete funds.The second dispute involves a charge from the merchant ***** for items I ordered but never received. Again, *********'s investigation concluded that no error was found, which is simply not accurate as I am still without the items I paid ****** both of these cases, I firmly believe that ********* has not conducted a thorough investigation and has consequently denied me the refunds I am rightfully owed. I am requesting that ********* reopen both claims and conduct a proper investigation into these matters.Thank you for your attention to this complaint. I hope to see swift action taken to resolve these issues.Sincerely,

  

  Business Response

  Date: 04/16/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding and outcome of dispute claims. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 04/15/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:03/31/2025

  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 disputing an invalid account reported by ***************************** Name]** on my credit report. This account is inaccurate, unverified, and violates the Fair Credit Reporting Act (FCRA). Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.

  

  Business Response

  Date: 04/11/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding an unauthorized account and credit reporting. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 04/10/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:03/31/2025

  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.

  Someone withdraw $4500 from my savings account ******* denied the fraud with no explanation

  

  Business Response

  Date: 04/18/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a fraud claim. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 04/17/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

  Customer Answer

  Date: 04/21/2025

   I am rejecting this response because:
  
  I never got a letter from us bank explaining why they denied it 

  

  Business Response

  Date: 04/28/2025

  We resent our written response to customer on 4/18 and deliver usually takes 7 to 10 days. We spoke with customer on 4/17 Informed customer reason for the denial of their claim.

• Initial Complaint

  Date:03/31/2025

  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.

  I am writing to formally dispute the handling of my ********* Smartly Credit Card rewards and request compensation for the cashback I was unfairly denied due to miscommunication from your representatives.On 12/13/24, I applied for the ********* Smartly Credit Card and was informed on a recorded phone line that by maintaining $100,000 in a brokerage account, I would qualify for the full 4% cashback reward. Based on this information, I promptly transferred $100,000 into my ********* brokerage account. At no ********************** was I informed that I also needed to open a savings account to qualify for the enhanced cashback rate.After four months, I noticed that I was only receiving 2% cashback instead of 4%. Upon contacting customer service, I was informed for the first time that a ********* savings account was requiredeven if only $5 was deposited. Had this requirement been properly disclosed upfront, I would have opened the savings account immediately to ensure I received the full benefits.Due to this miscommunication, I have lost approximately $400 in cashback rewards on $20,000 in spending. This loss is directly attributable to incorrect or incomplete information provided by ********* representatives when I opened my account.Request for Resolution:I am requesting that ********* credit my account for the $400 in missing cashback rewards or provide an equivalent compensation, as I took all reasonable steps based on the information I was given.

  

  Business Response

  Date: 04/16/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding cash back and rewards. ********* has confirmed that a verbal contact was made on 04/14/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

  Customer Answer

  Date: 04/16/2025

   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:03/31/2025

  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.

  My name is ****** J. ****, and I was born on ************. I am writing because I believe I have been unjustly discriminated against and treated unfairly by *******. Additionally, I have been a victim of fraud, which the bank has not adequately addressed.Someone fraudulently obtained a credit card in my name without my knowledge or consent. This credit card had a limit of $5,000, but by the time I became aware of its existence, it already had a balance of $3,600. While stranded in **********, I visited a US Bank branch to seek help and guidance on this matter. Instead of assisting me, the bank shut down my account.After two weeks of this, my personal credit cardsmany of which had automatic payments linked to themwere also affected. Frustrated, I went to a ******* location to speak with an employee named ********. When I inquired about the balance in my checking account, she informed me there was $858. I then requested to withdraw $500. ******** refused my request, and when I asked why, she replied dismissively, stating she didnt know, before coughing and explaining she had a cold. Her demeanor was extremely disrespectful.Subsequently, I received a letter from ******* notifying me that my account had been shut down. The bank sent me a check for the remaining balance but offered no assistance in resolving the fraudulent activity or addressing the mistreatment I endured.I will be turning 66 in June, and I am facing medical issues. This experience has been highly distressing, and I feel deeply wronged by *******. I urge the bank to rectify this situation promptly and appropriately.

  

  Business Response

  Date: 04/18/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding an unauthorized credit card. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 04/17/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:03/28/2025

  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 made an *** cash deposit of $700 - I received a receipt and the *** went through all the normal steps for this transaction. ******* reversed the deposit with no explanation. I filed a claim with their dispute department however they said it would be 10 days for a provisional credit and 45 days for the claim to be resolved. I have a receipt showing the deposit was successful, therefore it is concerning that the credit (even if provisional) will take 10 days. No answers as to why this happened other than their ***s are old and it happens. Zero remorse or helpfulness. I requested an escalation because I have bills to pay and this money was needed to pay essentials like car payment and daycare. Daycare late fees are $20/day and my child cannot return until daycare is paid current. ******* refuses to assist with these incurred costs due to their error.

  

  Business Response

  Date: 04/10/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a dispute claim. ********* has confirmed that a verbal contact was made on 04/09/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:03/20/2025

  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 am filing a complaint against ********* regarding misleading customer service, lack of communication, and an ineffective account management system preventing me from resolving an issue with my business account.On ********* I noticed my account was overdrafted by about $80. Concerned, I called ********* and was assured by a ***resentative that if I brought my account to a positive balance, the overdraft fee would be reversed as a courtesy. I realized my notifications were off, turned them on manually, and transferred funds while on the call. The *** was confirming the reversal with her manager when we were disconnected.I called back and waited 10 minutes to reach another ***, who assured me she would confirm the fee reversal but later told me the manager denied it. I was then transferred to another manager for business accounts. Frustrated with the miscommunication, I asked about closing my account and was placed on hold for over 10 minutes before hanging up.Later, I called the business support number listed online, but the automated system failed to recognize my business account. After waiting 15 minutes, a *** took my information, then transferred me again, where I was told I had to wait another 30+ minutes.I attempted to close my account online, but no option was available. Scheduling an appointment required selecting a physical branch, despite it being a phone appointment. With no branches nearby, I chose **************, only to find no ***s *********** have exhausted all options to close my account. I was initially promised an overdraft fee reversal, only for that promise to be rescinded. I have spent over an hour on hold and have been transferred ***eatedly with no resolution.I request:1.Reversal of the overdraft fee initially promised.2.Immediate closure of my business account.3.Improvements to U.S. Banks customer service processes, including better differentiation between business and consumer accounts to prevent delays.

  

  Business Response

  Date: 04/04/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding account closure, customer service and overdraft funds. ********* has confirmed that a verbal contact was made on 04/03/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:03/19/2025

  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.

  Possible "Bait and Switch" scam by **********?In 2024 I spent $6,000.00 with my Fry's Rewards credit card issued by **********. I was expecting to receive an additional .25 per gallon discount on fuel purchased at ******/Fry's stores for the year 2025. On or about January 18, 2025, I received a text from ********** that stated I would receive the additional .25 discount over and above my original fuel discount points earned through purchases at ****** and Fry's. The additional discount was described as a reward for spending the $6,000.00 in 2024. The additional discount was to be effective until December 31, 2025 unlike the standard discount which is valid only until the end of the second month after it is earned. The additional discount never materialized. I contacted four different Kroger/***** customer service numbers. After prolonged periods on hold, I was told they have no knowledge of discounts offered by **********. The fuel discount program for ******/***** monthly purchases of fuel is operated, monitored and controlled by ******/Fry's. I contacted ********** customer service and after 30 minutes of research by the agent, I was told that I was due the additional .25 per gallon discount and would receive instructions via **** on the procedure to obtain the discount at the fuel pump. To my knowledge, ********** has no control of the programming and operation of the Kroger/***** fuel pumps. The instructions received are the standard procedures to redeem the fuel points earned for purchases. The additional discount never appeared on the fuel pump program screens between January 2025 and the date of this complaint. Fry's store management and the employees assigned to staff the fuel stations are also unaware of the ********** additional discount program.

  

  Business Response

  Date: 04/03/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the fuel discount. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 03/31/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

  Customer Answer

  Date: 04/06/2025

  Via the ********* I received form letters dated March 06, 2025 and March 31, 2025. The letters are labeled as from; ********* Cardmember Services in *****, ************ (March 06, 2025) and ********* Customer Assurance ********************** in **************, ********* (March 31, 2025).

  Both letters contain the same instructions; scan my Fry's Rewards Card with the reader at the Fry's fuel pump then use my ********* ***** credit card in the point of sale on the Fry's pump. The instructions caution that I must have a minimum of 100 fuel points on my Fry's fuel points account. This is the procedure I consistently follow. The readout on the fuel pump then shows me the maximum discount I have available (.10 per 100 points). The readout then asks if I want to use the maximum discount available, or a lesser amount. Since I only need to fill my tank approximately once monthly, my recent maximum discounts have been .30 per gallon (300 points), .40 per gallon (400 points) and .60 per gallon (600 points). Once I key in the discount (eg. .30, .40 or .60), The fuel price per gallon is displayed as the discounted amount. At no time since January 01, 2025 has a fuel price per gallon been shown to be discounted by an additional .25 per gallon.

   As a gesture of *********'s appreciation for my business, the letter of March 31, 2025 advised me that my credit card account will be awarded an additional ***** bonus rewards points. These are not valid for fuel discounts. They appear to be a method to entice me to increase my use of the ********* Fry's Rewards credit card for more frequent and expensive purchases on credit.

  This matter is not resolved to my satisfaction. I will waste no more of my time dealing with it. Perhaps this is simply a case of poor business operations rather than an outright bait and switch scam.

   

  
  

• Initial Complaint

  Date:03/18/2025

  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'm submitting a complaint / cease and desist to BBB regarding my account status with *******. I was a previous customer, however since my account closure and recent move, I noticed I still received account address changed notifications via US Mail despite me not updating them online with them.I'm formally asking ******* to close all accounts and to not contact me again regarding the address changes. I also request that my data is not to be sold because I didn't send them my new address directly, therefore I'm requesting certification from management about this request.

  

  Business Response

  Date: 04/03/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a communication being mailed to you. ********* has confirmed that a verbal contact was made on 03/31/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:03/18/2025

  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 have been trying to close a "focus debit card" account for almost 2 months, and I'm still able to login and see the account online. **************** **** via several phone calls claim the account is closed but it's still open online, I still have access to login and view it. I have given plenty time for this account to be closed, now customer service **** are getting rude: hanging up on me, refusing to give ticket numbers when claiming to create a new ticket to resolve the issue, and going silent on the phone as if been put on mute or hold without telling me forcing me to give up and hang up and try again.This account was forced on me by my *********** when we were on strike, now that is over, i do not wish to do ANY business with this bank and these tactics to try to force people to be associated with this business reinforces my insistence that I NEVER do business with them. It feels like I've been taken captive and not allowed to leave.

  

  Business Response

  Date: 04/04/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding account closure. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 04/03/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

  Customer Answer

  Date: 04/12/2025

   I am rejecting this response because:
  I am waiting for the letter business has claimed to send, when i receive it i will be able to accept their response.