Complaints
This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,739 total complaints in the last 3 years.
- 801 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:01/04/2024
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.
During the summer my mail is forwarded from my ******* address to my ********* address. For some reason the post office forwarded all of my mail except the statement from Elan Financial which was returned to sender. **** made no attempt to contact me regarding the returned statement even though they have my phone number and email address. The following month their statement was also returned. By the time I figured out that there was a problem I was hit with interest and late fees. I contacted **** and told them that I was mailing a check for the two items that I had charged but that I refused to pay interest and late fees because they had made no attempt to contact me about the returned statements. They continue to bill me for interest on interest and late fee after late fee. I have never in my life paid credit card interest and I have no intention of paying these charges. My credit rating has suffered because of them. Should I *** in small claims court? What kind of price do you put on a damaged credit rating? I just want this to go away.
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.Initial Complaint
Date:01/04/2024
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 went to atm on December 24 2023 and 7pm to withdraw ***** to give to my Child for Christmas and the atm did NOT dispense my money, yet it took it out of my account. I called us bank ad they wouldn't even listen to me I filed dispute with Varo which is my bank and the dispute is closed and I still didn't get my money back. I don't understand why us bank didn't agree to refund my money. Every atm has a camera ad I know That the atm had to be off when they reconciled. This is absolutely insane that my money was taken and they won't give it back.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:01/03/2024
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 Double charged my checking account resulting in nearly $1400 overpayment on credit card balance yet refuse to solve the issue. I was transferred three times over the phone and no one has any clue/did anything to help and just keep putting me on hold. Absolutely garbage customer service.Business Response
Date: 01/03/2024
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: 01/04/2024
I am rejecting this response because:
No solution but more wait!Initial Complaint
Date:01/03/2024
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 am writing to express my dissatisfaction and concern regarding the recent closure of all my credit cards with U.S. Bank, particularly my Fidelity credit card, which I have held for over 10 years.The primary issue revolves around the closure of my credit cards following my use of the entire credit line on the Fidelity credit card bearing the number ****************. It is perplexing that such a transaction would be deemed as risky behavior, especially considering my long-standing relationship with U.S. Bank and the fact that I have never had a late payment, and I have always paid my bills in full for all my accounts.The Fidelity credit card, which I maxed out for a significant purchase, has already been completely paid off. This timely payment underscores my financial responsibility and dedication to fulfilling my obligations. It's essential to highlight that I maintain a stable and secure income, classifying me as a low-risk customer for any ******************** institution. If necessary, I can provide income statements to verify my stable financial standing.Finally, I find the closure of my cards following a large purchase to be questionable. It appears that U.S. Bank is aimed at maximizing fees charged to the merchant while denying me the rightful reward points associated with such transactions. This raises concerns about the transparency and fairness of U.S. Bank's policies.In light of the above, I kindly request that U.S. Bank reinstate all my credit cards. I believe that my financial history and responsible credit management warrant the reconsideration of this decision. I value the relationship I have built with U.S. Bank over the years and trust that this matter will be resolved in a fair and satisfactory manner.Thank you for your understanding and cooperation.Customer Answer
Date: 01/03/2024
The Fidelity credit card is issued by a U.S. Bank subsidiary, and it was U.S. Bank that made the decision to close not only my Fidelity credit card but also all other U.S. Bank credit cards in my possession. Upon the closure of my accounts, I was advised of the option to submit an appeal to U.S. ************* of the ********** However, I have elected to file a formal complaint through the BBB instead. I appreciate your understanding in this matter.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.Initial Complaint
Date:01/03/2024
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 11/30/23 we received a $10,910.36 credit on our US ********* credit card. On 12/3/23 I requested the bank to send us a check for that amount since we were not using it for future purchases. I was told that wed receive a check in 7 to 10 days. That didnt happen. I called the bank and was told that because of the large amount it needed to be reviewed by a manager which would be done on 12/14/23. That didnt happen. I called the bank and was told that because of the large amount it needed to be reviewed by a manager which would be done on 12/21/23. That didnt happen. I called the bank and was told that because of the large amount it needed to be reviewed by a manager which would be done on 12/28/23. That didnt happen. I called the bank and was told that because of the large amount it needed to be reviewed by a manager which would be done on 1/4/24.Thats where things stand. *** made countless attempts to get them to send us our money. No one at the bank has even acknowledged that this doesnt seem right or been able to explain why they wont send us OUR money.I met with ***********************************, the Kearny Mesa US Bank manager where we bank and he made some phone calls but was not able to help.All of what *** said can be verified with US Bank since they record all phone calls. Please help. Thank you.Business Response
Date: 01/03/2024
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: 01/03/2024
I am rejecting this response because: it doesnt address the issue. It doesnt explain the delay in sending us our money. It offers nothing in the way of an apology for the financial hardship this caused us during the holiday season. All they did was to ask for 15 days to investigate.Initial Complaint
Date:01/03/2024
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 was reviewing a option for my CC balance to reduce interest. I reviewed a program referred to as Extendpay, believing this program would simply lower overall interest on my credit card. I thought what a great option, then i got emails indicating i signed up for a extend pay and indicated a one month amount payment. I made numerous calls, including requesting a transcript from what i was told initially about a monthly payment. I was refused the transcript as well as not getting any clarifying answers to my questions. This program in theory creates two monthly payments, both that create almost a double monthly payment with interest. What would any consumer sign up for something that clearly isn't beneficial nor the Bankers know how to explain correctly. I asked to opt out of the program, i was told or lead to believe that i could pay off the extend pay balance, so i went into the bank to do this--then i was told that i had to pay the whole credit card balance off in full. This again is not what i was told or lead to believe. This program is not in any manner transparent, confusing and seems to bait a consumer into the program with no ability to pay the extend pay balance off so a consumer could return to normal card payment, also there is no way to opt out of such a horrible program. Here are the issues that are very questionable or not consumer friendly financially or in general.The fees continue to change when i talk to bankers This program is not interest free or fee free- as the banker pointed that out i visited with --there is a ***** a month fee - in a program that put me into a 18 month double payment. the bank can't even explain if the minimum on the balance is including with the separate extend pay balance I have no ability to cancel or opt out I could not pay the balance of extend pay off There was no way to even make a payment on this program banking Bankers are also very confused and cannot explain this productBusiness Response
Date: 01/03/2024
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: 01/07/2024
I am rejecting this response because:
This Action still fails to not only explain to the consumer the benefit of extended pay but also explaining in detail further how the program actual works. This response also fails to address the initial concern outlined in complaint. This reply is very unsatisfactory, any future attempt to negate or avoid the topic of concern and explanation in full, will be rejected.
Initial Complaint
Date:01/03/2024
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.
Today December 28,2023 I was not able to use my bank card. When I called US Bank we went over my information and they said it was fraud so I was transferred to the fraud department. As I'm speaking to the young lady in the fraud department she asked for my info but she did not ask twice and went to tell me she cannot verify my info so I'm going to have to wait 25 to 48 hours to receive a call back if that's a problem I can go to US Bank and give them my info, now if she was looking she can see I was trying to use my card in ** where there is no US Bank. So her nonchalant attitude as if I was the one who told her to go work there's really upset me. In the meantime I noticed that my regular bills that have been coming out for months are suddenly not able to go through on top of me not being able to access the little funds that I do have for transportation and medicine. I know who I am and I know my information so now I'm stuck waiting on a call back which is not acceptable. This is how I survive if there is a problem I should not have to wait 48 hours and pray someone calls me on the weekend when I'm sure no one is working. My name is *************************************.Business Response
Date: 01/03/2024
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:01/02/2024
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 received a **** gift card from my employer. I have attempted to use the gift card for $150 several times. I have phoned customer service at Prepaid Gift Balance multiple times and days in December. I have also emailed a complaint requesting a resolution. Each phone call has been the same: the representative says they reset the card, shows $150.00 for the balance, and it is good to use. I repeat the call, and they tell me to wait 15 minutes and then try. I have done this multiple times and informed the representative I have repeatedly tried these measures with no resolution. I have not received communication back from a written complaint requesting a replacement card.Business Response
Date: 01/03/2024
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:01/02/2024
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 am writing to express my concern regarding a recent issue with a gift debit card I received on October 7th. Upon returning from my travels and attempting to use the card, I discovered that it had a zero balance. This was surprising, as I had not used the card myself.Upon checking the transaction history on the card issuer's website, I found that the card was used in ******* on October 23rd. However, I reside in ********** and was not in ******* at that time, indicating that these transactions were unauthorized.I contacted your customer support on December 14, 2023, at 8:10 AM PDT to report this issue. The representative informed me that the funds would be refunded to the card by January 18, ****. However, I did not receive any ticket number, email confirmation, or formal acknowledgment of our conversation and the promised resolution.Given the circumstances, I am requesting: A formal acknowledgment of my dispute and the promised refund. A ticket number or reference for my call and the issue reported. Confirmation of the refund process and the expected date of resolution. On December 28th, I attempted to access the card issuer's portal and found that my account was locked. I immediately contacted your customer support again on the same day. During this call, I was informed that a new card had been sent to me and that the previous card was no longer accessible. The representative identified your service as Cardholder Services, located at PO BOX ******, ************, ** 32255.However, when I requested confirmation of the address to which the new card was sent, I was told that this information could not be provided. I offered my zip code and asked for the street address to verify that the new card was indeed sent to my location, but this request was also denied.Due to these circumstances, I expressed my concern that this might be a scam, as the lack of transparency and refusal to confirm critical information is alarming.Sincerely,Business Response
Date: 01/03/2024
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: 01/03/2024
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. they already send me a replacement card no further action is needed.Initial Complaint
Date:01/02/2024
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.
Received letter dated 12/16-2023 from Cardholder Services. It is addressed to ***********************. It states she requested her address be changed to **********************************************. This is my address and I am not *********************** nor do I know her. It also references Card ID ********** ****************. I do not recognize these numbers. I want to ensure no one is trying to use my credit or steal my identity. Tried calling Cardservices but they hung up each time I told them the issue.Business Response
Date: 01/03/2024
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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