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

  
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  U S Bank

  1673 Pearl Rd Brunswick, OH 44212-3405

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  U S Bank

  830 N Court St Medina, OH 44256-1719

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  U S Bank

  115 N Chillicothe Rd Aurora, OH 44202-7797

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  U S Bank

  126 N Main St Hudson, OH 44236-2827

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:02/14/2025

  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 had fraud on my account back in December, the bank refunded my money within a couple days, but then just now reversed those charges 8 weeks later saying they denied my claim. I contacted the bank this morning they said I can reopen my claim, but nothing they can do. They never even offered to cancel my card and give me a new one, knowing I had a fraud claim.

  

  Business Response

  Date: 03/05/2025

  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 02/28/2025, 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:02/14/2025

  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 had a US Bank checking account that I closed in December. I was told that I would be sent a cashiers check in the mail with the remaining balance on the account. It is now Feb, and I still havent gotten the check and every time I call to get resolution I am told that my situation is being escalated to a manager and I will get a call the next business day. Its been over two weeks of the same pattern and I still havent received the check with the funds.

  

  Business Response

  Date: 03/05/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding account closure and check for balance. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/28/2025. 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:02/14/2025

  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.

  ********** which was purchased by ******* partnered with Elavon opened multiple Merchant ID's for our ********************** without our permission. They charged our business monthly service fees for the merchant ID's and are refusing to reimburse the monthly service fees, they offered us a 3 month reimbursement which is unacceptable. They are unable to provide any documents other than a substitute w-9 form for our business and refuse to produce where we can find the invoices for the monthly fees. The 1 merchant ID we were aware of we have statements for the monthly fees. I can not find the statements for the 2 merchant ID's we were unaware of, ******* refuses to produce them or tell me where I can find them as they are not showing on the website where the other statement is located. I have been emailing and talking on the phone to a representative from ******* for the State of CA since September with no resolution and she refuses to give me the name of the person above her that I can talk to. I asked her if we needed to obtain an attorney and she has stopped talking to me all together. I have found several articles regarding **********/******* opening accounts to pad their numbers and we believe that is what has happened in this situation since they refuse to show us proof that we authorized the opening of the merchant ID's, we are a one ********************* and have no need for multiple merchant ID's.

  

  Business Response

  Date: 02/19/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the unauthorized merchant account. ********* has confirmed that a verbal contact was made on 02/18/2025, 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: 02/19/2025

   I am rejecting this response because: Elavon reached out to me yesterday and told me that ****** is the only person that can help me with this issue. However, ****** has been emailing back and forth with us since September 2024 when I went to our local ******* branch to discuss the issue in person, she was assigned to our case.  ****** offered us a 3 month refund. This is not acceptable, we are owed far more than 3 months. She failed to provide the documents that she said were going to be send to us. The only document we received was via a platform called "the Box" and it was a substitute w-9 form which in no way authorized ******* ***************** to open 3 merchant ID's for our **********************. I told ****** multiple times that there were no other documents sent to me, her response was, "she was told they were sent to us".  When I asked if there was someone above her that I could talk to you she said, "she was it" I explained this to the representative that I spoke to from Elavon yesterday she apologized and told me she would let ****** know we have filed a formal complaint to have her reach back out to us. We have not heard anything from her as of yet. 
  
  
  

  

  Business Response

  Date: 02/27/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding service fees. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/25/2025. 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:02/14/2025

  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 have not been able to access my bank account for three hours. I called the bank, twice and received know help. I've been unable to make purchases, gas, food, etc. Even atms will not dispense (MY MONEY).

  

  Business Response

  Date: 03/05/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding being unable to use the card. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/28/2025. 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:02/14/2025

  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.

  Over an 8-hour phone call ***resentatives had to file dispute charges as separate cases one at a time. I was told there were some recent changes and that they used to be able to do 14 at a time. It took 3 different ***resentatives to complete the claim due to various breaks over the 8 hours and each one of them complained profusely about how the cases needed to be entered. Every single one of my claims is for the same reason and in ************************************************************************** software. 8 hours is 480 minutes, divided by 14 (if the cases could have been done so in a way that is on par with the times) would have led to a 34-minute phone call instead.Bear in mind, I was explicit that I had invested the money in an app to cover it in videos and at this time I was out my investment money and the ability to make content or work because the goods were no longer there to have anything meaningful to create a video on.Much to my embarrassment I soon received hundreds of letters, one for each case in the mail. Neighbors, postal workers and by passers began giving me incredible strange looks and honestly, I can't blame them. I've never seen stacks of letters this size delivered anywhere. I called Elan and asked if I could fill a single one out since the information was the same for all of them. They said I didn't need to and that the information provided already was sufficient. I later received another giant stack of letters saying my cases were closed because I didn't provide any information. After calling to inquire I was told "It will take too long" "I need to transfer you to a case processor" (this call was transferred to another *** and not a case processor who said they can't put me on the phone with one), "You will get a call within 48 hours (this call was not received and follow-up revealed they lied about some spam blocker on my phone which I don't have, in fact I get spam quite regularly)I want this fixed so I can work. Simple

  

  Business Response

  Date: 02/24/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a dispute claim and the letters mailed to you. ********* has confirmed that a verbal contact was made on 02/20/2025, 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: 02/24/2025

   I am rejecting this because:

   There was no expedited action on the cases after delaying my claims.

  There was no compensation for the time lost from delaying my claims (money is invested to make content). 
  

  The money from completed cases is not available for withdrawal. It is being held while the cases which are delayed are completed. These cases are delayed due to the incorrect info given by the business.

   

• Initial Complaint

  Date:02/13/2025

  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.

  ******* blocked our account and their legal department refuses to respond to our voicemails. They refuse to respond to the branch managers who have called in on our behalf. It is disturbing this bank shuts you down even though they have all your legal documents. This is gross abuse of their authority. I didn't know a bank could take away your rights. Like Communism, they shut down your account without telling you why, and go silent. This is a despicable practice. Leaving you without any money. Why trust this bank, it's horrid how they abuse their customers. I contacted my congresswoman's office with a complaint. I'll be making complaints to other state agencies about this abuse. And on social media. People need to be warned about this bank's practices.

  

  Business Response

  Date: 02/28/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the account being blocked. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/26/2025. 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:02/13/2025

  Type:Sales and Advertising 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.

  This company is a complete JOKE! I have had nothing but issues since opening my business credit card with US Bank, but this situation with Fraud/Dispute is the final straw! I received a transaction statement that has a transaction for $57 I didn't recognize to a company called ****************, I saw online that the card number had been "Manually " Input in a different state to make the transaction & knowing that my card was not accessible I knew this couldn't be the case. I disputed the charge & a month later they kicked the charge back saying it was mine for some type of ************** I haven't used nor been billed for this policy to my knowledge since 2022. I had since 2022 gone online & attempted to cancel this policy multiple times without success because the company is a scam & gives you ZERO contact information to reach them, no phone number, e-mail, or address ETC. That's when I escalated the issue with ******* to let them know there is NO WAY for me to cancel this supposed policy & that as my credit card company they should consider this ********* requested that they stop all future payments to this company. Again ******* is coming back to me telling me I am responsible for these charges, but has not provided me with ANY documentation from this company validating their charges to me, or providing me with ability to cancel the policy as I've requested NUMEROUS times! I have since closed my ******* account to ensure no more charges are made since the company clearly doesn't understand what "Stop Payment" means! & I surely hope they improve their Fraud/Dispute department to start siding with their paying business customers instead of the companies attempting to scam them!!

  

  Business Response

  Date: 02/28/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the dispute claim. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/26/2025. 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: 02/28/2025

   I am rejecting this response because: it does not resolve the issue 
  
  
  

  Customer Answer

  Date: 03/04/2025

  I did not receive any letter on 2/26/25 from the company. So I cannot tell you what it says because I didn't receive it. 

• Initial Complaint

  Date:02/12/2025

  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.

  Elan *** Credit Card Services P.O. Box ****** ***************************** Dear ****************** Request for Goodwill Adjustment I hope this letter finds you well. I am writing to address a past late payment(s) that appeared on my account and to request your consideration for a goodwill adjustment.Over the last year, I experienced significant challenges due to a combination of natural disasters and health crises, which created extenuating circumstances that affected my ability to make payments on time. These situations were beyond my control, and unfortunately, they impacted my financial stability temporarily.Since the occurrence of that late payment(s), I have made it a priority to ensure that my payments are made in a timely manner. I have been consistently on time with all payments since then, demonstrating my commitment to fulfilling my financial ************** a loyal *** consumer, I greatly value the relationship I have with both *** and Elan Financial Services. I have not only maintained my *** credit card account in good standing but also continue to finance my *** car loan with the same commitment to making timely payments. In fact my *** is more than 50% paid off. This is a huge accomplishment. My goal is to remain a loyal customer and continue to have a positive history with both my credit card and auto loan.Given the extenuating circumstances that led to the late payment(s) and my consistent, on-time payments since then, I kindly request that you consider removing the late payment(s) notation from my account as a gesture of goodwill. I believe this adjustment will more accurately reflect my commitment to meeting my financial obligations moving forward.Thank you for your time and understanding. I sincerely hope you can assist me with this request and look forward to continuing my relationship with Elan *** Credit Card ************************* regards,**** *****

  

  Business Response

  Date: 03/05/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a goodwill request to adjust credit reporting. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/28/2025. 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: 03/05/2025

   I am rejecting this response because:

  The response is insufficient and does not address my complaint. I requested my concerns to be escalated up to the Executive leadership team and/or CEO for further review. 

  In addition,  it is unfair to state that a letter outlining the findings of your investigation was mailed on 2/28/25, but yet no resolution letter was attached to the BBB complaint for my review.

   As of today, Im still left waiting for a proper handling of my complaint  

   

  Thank you

   

  
  

  Customer Answer

  Date: 03/05/2025

  Hello-

  As of present date, I have not received a letter dated 2/28/25 sent via **** mail.

  I check my mailbox daily and nothing has been received. 

  Thank you 

• Initial Complaint

  Date:02/11/2025

  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.

  On January 23rd, 2025, I applied for a credit card with ********* using my current mailing address: *******************************************************. However, without my consent, ********* made an arbitrary change to my unit number and street address. Consequently, they sent the new credit card to an incorrect address. When I called ********* to inquire about this unauthorized modification of my mailing address, they refused to provide any explanation. In response, ********* reissued a new card and sent it to the address I had provided during the initial application process. Despite making two additional calls to ********* to rectify the error, I still see the incorrect address in their system. I firmly believe that it is illegal for a bank to alter a customers account address without their explicit consent. Moreover, ********* failed to notify me about this change before sending the new credit card. I did not request a change of address, and it appears that they are unable to display my correct information in their system.

  

  Business Response

  Date: 02/25/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding an incorrect address. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/24/2025. 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:02/11/2025

  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 opened a checking account with ******* in order to have my paychecks direct deposited. I had two paychecks deposited and have not been able to get the money from my second paycheck. I never received my debit cards in the mail. Someone stole them and deposited fake checks into my account and withdrew money. I found this out on November 22 2024 and immediately called *******. They shut down the account and said it would take no more than 90 days to investigate and then i would receive a cashiers check for whatever they owed me. I was told that it would be resolved much faster since all the activity on the account was stopped. Now when i call i get different answers as to when i will be able to get my money. Over $1200. My 2nd paycheck. They have kept that money from me since November 22nd. When i call im told to call back in a couple of days and they will have an answer yet every time i call back nobody knows anything. The account is closed. There have been no transactions since November 22nd. I want my paycheck released to me immediately.

  

  Business Response

  Date: 02/28/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding service funds being held and account closure. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 02/26/2025. 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.