Complaints
This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,732 total complaints in the last 3 years.
- 792 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/19/2025
Type: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 canceled all future payments on account. Was charged $35 for each future canceled payment which came up $435. Not only did they NOT cancel any future payments but they took the $435 and than I got charged for all the payments the were supposed to be cancelled. Now theyre charging me overdraft fees for them taking all my money for cancelled fees that were Never cancelled
Business Response
Date: 05/30/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding cancelled payments. ********* has confirmed an investigation was completed, and a letter detailing the resolution was mailed on May 29, 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:05/19/2025
Type: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.
Brand new ******* Altitude Go card error when adding to digital wallet. I called ******* customer service multiple times this morning and was transferred around a while, I finally was transferred to web support who said to contact ******* Wallet support. ******* told me that ******* needs to enable Tap to Pay for applications. I called ******* back and spoke with supervisor named Fetale in credit card services support who also spoke with her supervisor namesd *******. Confirmation/reference# ************. They told me to try different steps to add to ******* pay through the ******* app, I kept receiving an error that says "There is a problem on our end". She did not have any solution. I don't know how ******* is a member of the BBB because I spent over two hours with no solution to add the Altitude Go card to my digital wallet. I've a ******* Galaxy 24 phone, so I've the latest compatible phone with compatible digital wallet app.Business Response
Date: 05/22/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding Altitude Go card. ********* has confirmed that a verbal contact was made on 05/20/2025, 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: 05/22/2025
I am rejecting this response because:
No one resolved US Banks issue with their altitude Go card and unable to be supported by common digital wallet platforms. Im even more upset by ******** response. ******* should loose their BBB membership.
Initial Complaint
Date:05/19/2025
Type: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.
RE: Account # ********** (HELCO **********************: Formal Complaint Regarding Fraudulent Request for ************** Proof and Unauthorized $6,000 ********************* Mortgage Customer Service.I am writing to formally file a complaint regarding a serious issue involving my HELCO account Number: *****************************. Recently, May 16, 2025, I received a notice from ********* requesting proof of homeowners insurance under circumstances I believe to be fraudulent or grossly negligent. Despite providing valid and current proof of coverage, your institution proceeded to charge me approximately $5040.00 for lender-placed insurance without justification.Please note the following facts:1.Proof of Insurance Provided: I submitted valid proof of my homeowners insurance policy with (California Fair Plan, Policy CFP ********* 01 more than eight times to US Bank in **, which has been active, fully paid, and ****************** Lapse in Coverage: At no point was there a lapse or cancellation in my coverage that would warrant force-placed insurance by **********3.Unjustified Charges: Despite this, ********* has applied a charge of approximately $5040.00 to my escrow account (or principal balance), causing financial hardship and damaging my trust in your institution.4.Failure to Acknowledge Documentation: My attempts to communicate and resolve this matter have either been ignored or met with vague and unsatisfactory responses from your customer service team.Immediate removal of the $5040.00 charge related to lender-placed insurance.Written confirmation acknowledging my valid insurance coverage.A full investigation and explanation of how this error occurred.An apology and assurance that my escrow and mortgage account will be corrected without adverse effect to my credit or payment schedule.Business Response
Date: 06/05/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding insurance coverage on a line of credit and customer service. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/03/2025. 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.Initial Complaint
Date:05/19/2025
Type: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 this complaint due to *********s misleading communication and poor customer service related to its ************ Signature Credit Card cash back program.I was informed that by maintaining over $100,000 in assets with *********, I would qualify for an additional 2% cash back on top of the base 2% already offered. I originally opened a ********* savings account with the intention to meet this requirement. However, upon contacting the bank, I was told that funds in a ********* investment account would also qualify toward the asset threshold. Based on this guidance, I transferred over $450,000 into a ********* investment account.What was never clearly communicated to meeither during account setup or at any point after transferring my investment assetswas that I also needed to maintain an active savings account alongside the investment account to qualify for the 2% cash back bonus. Because I didnt fund the savings account, it was automatically closed after approximately 25 days. I was unaware of this closure and only discovered that I was not receiving the additional 2% cash back nearly six weeks later, after I had used this card extensively under the assumption I was earning the higher cash back rate.Additionally, ********* made it extremely difficult to reopen the savings accountrequiring multiple branch visits and an internal approval process that took time. I was only able to reinstate the account on April 15, 2025. The bank has refused to apply the missed bonus cash back retroactively, despite my maintaining over $400,000 in assets with them throughout this entire period.Desired Resolution:I am requesting that ********* retroactively apply the additional 2% cash back bonus to all eligible transactions made between January 27, 2025 and April 14, 2025. I believe this is a fair resolution given their lack of transparency, poor internal communication, and the undue burden placed on me as a customer in trying to comply with unclear requirements.Business Response
Date: 06/05/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding incorrect information being provided and cash back percentage. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/03/2025. 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.Initial Complaint
Date:05/16/2025
Type: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 deposited my check at the *** Monday May 12th it allowed me to pull out $225 and tell me $550 remaining check will be available the next business day I woke up the next business day with a negative 225 in my account balance and the whole $789 check on hold with them telling me that my money would not be available until the 21st of May nowhere in the terms and conditions does it say anything about seven business days holding a check I've called repeatedly to see what the issue is they say that the check is cleared but the money is still not in my account it's in my account but not for available balance I am sick and need my phone's available now I have covered in the pneumonia and need my money now to quarantine myself and am not able toBusiness Response
Date: 06/02/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a dispute. ********* has confirmed an investigation was completed, and a letter detailing the resolution was mailed on May 30, 2025. ********* 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: 06/02/2025
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:05/16/2025
Type: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.
A few days ago I lost my ******* Cash+ credit card and yesterday I went online to request a replacement. It said something about there not being any cards on my account and was told there was a request to close my account. The problem is, I didn't make that request nor did I want my account closed. I contacted support and was told I needed to fax a bunch of information and that it was take about 2 weeks to review. I was far more concerned with the fact that someone apparently had access to my account and customer service didn't seem to care since the account was requested to be closed. I didn't want my account closed as I had rewards and wasn't willing to forfeit those.Business Response
Date: 06/02/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding reward points and account closure. ********* has confirmed an investigation was completed, and a letter detailing the resolution was mailed on May 30, 2025. ********* 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:05/16/2025
Type: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 around 4/25/2025 I asked fidelity credit card **** to send a refund check of $12,765.39 back to me directly to my home address; more than 15 days later, no one respond, without my consent, Fidelity send my money back to another credit card. I immediately called to stop, spoke with their **** ******* on 4/29/2025, she admitted their fault, and processed a stop credit refund to other credit card company and told me that money would be back to my ************* account within 10 days; however, on 5/15/2025 I called again spoke with *********, she said she did not know where the money went. This is not acceptable, I like to demand ************* company ( Elan Financial Services) to contact me immediately and issue a refund check of $12,765.39 back to me immediately and reimburse me the interests I paid to the other credit card for the time being Findelity held my money. Fidelity ( Elan Financial Services) ************ should not hold their customer's money, neither should they process my money in a way without my consent.Business Response
Date: 05/30/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a refund owed to you. U.S. Bank has confirmed that a verbal contact was made on May 29, 2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Customer Answer
Date: 06/02/2025
I am rejecting this response because: I spoke with their complaint department a few days ago, a manager she also admitted that their internal department's documents were in errors ( I solved the problem by myself by working with the other bank; but Elon's records still shown pending and no one followed up in their department, and she said she would report to their higher managers to look into why their records were in errors for more than one month when I the client has already solved the issue by myself.)Business Response
Date: 06/13/2025
On behalf of U.S. Bank, we express our gratitude for giving us the opportunity to address your concerns. We understand the importance of resolving any issues or inquiries promptly and efficiently. U.S. Bank has confirmed that an investigation is currently open for the concerns that you reported, and it might need some additional time to respond with the resolution. Please allow an additional 07 calendar days for a response. We appreciate your patience and apologize for the delay. If you have any additional questions, we encourage you to contact our complaints team at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Business Response
Date: 06/20/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the refund check. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/18/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.Initial Complaint
Date:05/15/2025
Type: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 ***** ********, and I am writing to express my deep dissatisfaction with the recent experience I had as a new credit card customer.I opened a ********* credit card with the intention of using it to complete balance transfers from two other credit cards. The transfer to *********** was successfully completed. However, the transfer to my ********* card was rejected. The letter I received from ********* stated that the reason for rejection was ineligible account. I did not understand what this meant, so I called customer service to get more information.During my first call, there was background noise on my end, but the representative told me that a supervisor would call me back within 48 hours. Since I needed clarity sooner, I called again. Unfortunately, the 2nd representative I spoke with was extremely rude. Instead of trying to help, he asked me intrusive and irrelevant questions such as my age, what county I live in, and who my phone carrier is. I understand the need for verification, but the tone and manner in which I was spoken to were disrespectful. Even worse, when I tried to keep the conversation going, the representative went silent. When I said "hello," he simply replied, You know I cant help you. A supervisor will call you. I was shocked. I felt humiliated. I couldnt help but feel that I was being treated this way because of my accent. It felt discriminatory and deeply upsetting.Later, when I used the card at a local dry cleaner, the machine printed suspected fraud on the receipt. This was extremely embarrassing and made me feel like a criminal. It added to the already negative experience I had with **********Finally, I tried to file a complaint it can only be done by calling the same 800 number where I had been mistreated. I hold credit cards with Citi, ****** and *********** and have never been treated the way I was by **********I ask that this complaint be taken seriously.Business Response
Date: 05/30/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a recent balance transfer and the customer service provided to you. ********* has confirmed that a verbal contact was made on May 29, 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:05/15/2025
Type: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.
Working with Desert Financial as my bank I had been giving this card without really wanting it. Boy did I regret it. I setup autopay and it worked for some time but suddenly the payment I had on file stopped working and I was charged a late fee of $40. Bank said they never received the payment. This continued happening several more times. Now I am out $160 because they are having accounting issues. I called customer service and asked to be escalated to someone who was purportedly a manager and then was told I needed to provide a security code which would be sent to my text. Thinking this was fishy I hung up. I will borrow someone else's bank account to hopefully be able to pay this off and close the account but buyer beware: this bank is shady and very low-tech.Customer Answer
Date: 05/15/2025
This is a complaint about Elan Financial who services credit cards for desert financialBusiness Response
Date: 06/02/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding automatic payments and a late fee. ********* has confirmed an investigation was completed, and a letter detailing the resolution was mailed on May 30, 2025. ********* 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:05/14/2025
Type: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 working on getting a mortgage assumption since my divorce in December 2024.The Assumption department with US Bank are unhelpful and unresponsive. I had to re-send numerous documents and then a week later was asked to send them again. I could never get an update, which I needed to provide the divorce attorneys and no one-the processor or customer service would answer my questions. I finally got an email that I was fully approved and had a closing date of May 9th. After many attempts to call and email, I heard nothing from the processor and could not get an answer from CS only that someone will call back, which never occurred. Monday May 12, another processor emails me and says that our closing date is the next day (May 13th). At 4:00pm Monday she requests additional information and threatens me that my application expires the very next day May 13th (No one told me that my application was about to expire). One, I sent the same exact document to the original processor April 17th (was told it went to underwriting and was fully approved). I can provide proof of the email exchange. She said that she needed it again and that my application has now expired, they will need to re-approve me, and get a new closing date in the future (all for a document I was already approved on). They were able to send the paperwork yesterday, however, was emailed at 4:40pm (the day my application was set to expire). Since the directions were unclear, and I thought I could esign, I did not get clarification that I needed to print AND HAVE IT NOTARIZED at 5:00pm or the application will expire and I will need to start over (and have to do another credit check which will affect my credit score). At 5:00pm there were no notaries available! I received an email this morning that since I did not get it notarized, my application is null and I will need to start this process over. I have asked ******* **** for her manager's information but have not gotten a response.Business Response
Date: 05/29/2025
We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding an assumption. ******** has confirmed an investigation was completed, and a letter detailing the resolution was mailed on May 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.
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