Complaints
This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,737 total complaints in the last 3 years.
- 803 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:01/11/2024
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 logged into my account on December 9th, ****, and the website of US Bank erroneously indicated that I had not chosen my reward categories for this quarter yet for my credit card. As I chose them back in November and have been choosing the exact same categories for many quarters over and over again, this is completely incorrect information and totally erroneous. And frankly, US Bank should automatically reactivate the always used categories unless of course they don't want to pay the full rewards when people or their errors cause the rewards to not start on the 1st of the quarter. When I went in to try to activate the categories as it was suggesting I do, it would not let me do that. Probably because I already activated them back in November for this quarter. I initiated a chat with customer service to try to resolve this situation and after a half hour of trying to figure out exactly what was going on, the website logged me off, closed out the chat without resolution and kicked me out. She had confirmed that I should be getting rewards for groceries, internet and utilities, but had not confirmed yet that I actually had been receiving them since the first of January. So, US Bank needs to confirm that indeed my categories were activated prior to this quarter, since I did that in November. And that the categories are internet, utilities, and groceries. And furthermore, that they all have been activated since January 1st and all of the appropriate rewards have been credited to my rewards account.
Business Response
Date: 01/11/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/12/2024
I am rejecting this response because:
They are asking for 15 days before they will even complete their review, and I need to respond to the BBB within 10 days regarding whether I accept their response. As I will have no response within 10 days according to the company's stance, I cannot accept no response. I need US Bank to confirm that I will receive my rewards for my ******* utilities purchases, which already have occurred for electric and that I will receive my rewards for internet services, which also have already been incurred for *******. And finally, I need to know that I will receive the rewards for the approximate $200 in groceries that I already have incurred, and rewards for any more groceries that are purchased before they fix the problem. Thank you for your attention to this matter.Initial Complaint
Date:01/11/2024
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.
Will not respond to closing out my CD.will not respond to bad check for car insurance settlementBusiness Response
Date: 01/11/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/12/2024
I am rejecting this response because:
They can never answer my questions without or settle anything.its always give me two or three business days and Ill get back to you. This has been going on now for over 6 weeks . The issue with the bad check has been resolved. The issue now is with my wifes CDInitial Complaint
Date:01/11/2024
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 accidentally applied for CD in the early morning of January 4th but called customer service to cancel the application in the morning on the same day. Its still open and taking funds from my other bank!Business Response
Date: 01/11/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Initial Complaint
Date:01/08/2024
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 opened a new checking account with US Bank based on their offer of a $600 bonus if I met certain conditions within the first 90 days. I was fully committed to meeting these conditions and utilizing US Bank as my primary banking institution moving forward. As a result of their offer I changed my direct deposit and several recurring bills to this new account. Tonight I noticed my online account was deactivated, so I contacted their customer support. I was then informed my account had been closed without my consent by their fraud prevention team. There was no valid reason for them to do this. I am now at risk of retuned payment fees from the accounts I submitted payments to from this new account in good faith, and my paycheck may be delayed next week if my employer is not able to update their system in time.Further I have lost out on the opportunity to receive the $600 new account bonus that I would have qualified for.Business Response
Date: 01/08/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/10/2024
I am rejecting this response because:
US Bank did not actually respond to my complaint. They stated they needed 15 days to give me an actual response. Please keep this case open at least 28 more days so that I may receive an actual response from them.
Initial Complaint
Date:01/08/2024
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.
Us bank offers cash back deals at various vendors to encourage spending. Last November I activated and completed several deals that received partial or no cash back. Us bank is using these deals as a scam to encourage spending the doesn't honor them. When I called customer service I was passed around from ********************** to ********************** each time having to start over, after a hour of this I was disconnected. This occured there times, each time wasting approximately 90 minutes the spending 30 minutes filing a report. Following up on the report no one can find it and I have to submit a new report. Worst customer service imaginable. They even mocked my speech impartial and used derogatory language.Business Response
Date: 01/08/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/09/2024
I am rejecting this response because: I'm awaiting the results of US banks inquiry. ******************************************* 10 days. My original request was more than 15 days ago but my understanding is it was not processed correctly so a new request was processed the same time as the bbb complaint.Initial Complaint
Date:01/08/2024
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.
On November 10, 2023 I purchased a USBANK $100 debit card at Kroger plus paid $6.95 activation fee. I paid cash for the card expecting to use it to buy groceries.. The card number is *******************, with a security code of 858. The card doesn't work. The message says: "Not authorized" I called the number on the back of the card *************) . The bar code is : ******************************. I faxed a copy of the front and back of the card to the company fax number ************ seven times. I also faxed a copy of the front and back of my driver license. I then mailed all copies to the company's ************ , ** office certified mail through the post office . Senior officers say that all of the information they receive is in "reverse image," and cannot be used. All I want is an active, working card. I have been dealing with this since November 10 of last year!Business Response
Date: 01/08/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/09/2024
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:01/08/2024
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.
********************************************************************************************************************************************************************************************************************************************************************************* Although I followed and complied with all the requirements set out for offer *******, I did not receive the 800 dollar bonus within the time stated on the offer rules on the webpage cited above. I called customer service a few times and they also agreed that I followed the rules.Business Response
Date: 01/08/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/09/2024
I am rejecting this response because: I must respond within 10 days and their response says it will take them 15 days to look into it. Basically it is a delay tactic to make sure my complaint closes before they look into it.Initial Complaint
Date:01/05/2024
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 had a US Bank world perks **** for many years. I have very good credit and no defaults. US Bank closed my credit card without notifying me and also took all my miles. I am okay with the closure of the card but expect my miles to stay with me. My miles I have lost are over *******Business Response
Date: 01/05/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/08/2024
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:01/05/2024
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 Dec 22nd I called the 800 number because I was trying to set up an account with my son as the joint because he is under 18. The customer service agent explained to me that she was closing that account down and then walked me through setting up another account so that my son could be added to the account. We did that and sent the email, so that he could finish adding his name to the account. Well the email never came for like 20 mins when we tried that email it came back and stated that he was denied. I emailed our rep at the main office in ********** **** and she was out. Then I got an email again saying that she had forwarded our information over to a personal banker. Who them finally called me on 01/03/2024 almost 6 days later after I sent our business rep another email. I have placed calls to 3 offices and they all don't understand why he can't be added through the web site and keep directing me to make an appointment and come into the branch PROBLEM is that i would 9-6 monday through friday and then run my business on Saturday. It is EXTREMELY to had to come into the branch bank I even explained this to the customer service number and to the agents. Adding my son to the account should not BE THIS DIFFICULT OF A ISSUE. please fixBusiness Response
Date: 01/05/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.Customer Answer
Date: 01/08/2024
I am rejecting this response because it does not take 15 daysInitial Complaint
Date:01/05/2024
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 a AAA credit card with ACG Card Services, which is US Bank. I usually keep current with my bills by setting up scheduled payments thru my bank to my card. Recently, the minimum amount increased a few dollars. When my scheduled payment total would not cover the minimum, I was charged fees. I called for a courtesy refund and was told no because I had a fee already waived after my grandfathers passing. No one took a look at my history or tried to find out what may have happened or provided any education on options to help - just NO! After all my years with this company, they couldnt help me out? Unreal. If I were habitually late month after month I could understand that.Now, in looking at my account, this bank did the exact same thing again. My minimum payment was increased $4 so when my total for the month was applied, the account was late by $4.00, charging me yet another $41 fee!If this is how this business wants to treat customers, they can do it without me. I have closed my account and am working to pay off the balance as quickly as ********** hoping someone can assist me with a request of the refund of the fee charged to my account.Business Response
Date: 01/05/2024
We received your concerns and are in the process of researching and responding. Please give us 15 calendar days from the date we received your BBB inquiry to respond. To protect your privacy, we will either call or mail a response to you directly.
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