Complaints
This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,744 total complaints in the last 3 years.
- 808 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:01/02/2024
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.
A gift card was purchased for $250.00. When we received the gift card it had been compromised. I have communicated with the company multiple times. I have submitted the documents they have requested multiple times also. I have been told every time that the faxes are unreadable and have not been given an alternative to submit the information they are requesting. This has been going on since September.
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:12/28/2023
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 contacted US Bank 24 hr banking about a fee issue with my platinum checking and savings account. The ******************************************************************************************************************************************** The banker did not inform me that this would affect my HELOC in any way. I was told that the account would guarantee lower fees overall and would be the best option for me. I was later contacted via a letter in the mail that because my account was changed, I would now have to pay a $90 annual fee for my HELOC. I contacted US Bank 24 hr banking immediately and was told that this mistake was their fault and that they would fix it by either converting my account back to a platinum account or waiving the annual fee. They said they would call back in a couple days. I never received a call back. I tried calling the 24-hr banking number several times and each representative I spoke with said that they would get me a manager but then proceeded to hang up after having me on hold for a long duration. I went into a physical branch (********** Pavilions), and the client specialist (*****************) said he would reach out to *************************** (24 hr banking manager) that I was originally informed, by ***** in 24-hr banking, would be working to correct the issue. **** recently informed me that there is nothing he can do to fix the issue. US Bank failed to inform me of impacts to my accounts in performing the initial account conversion and fraudulently moved me into an account that would guarantee that they could extort additional junk fees. I would like my account converted back to Platinum checking and savings or the $90 junk fee waived.Business Response
Date: 12/29/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/27/2023
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 merchant charged me $200.00 for a service I never received. USBank has refused to provide me with the dispute paperwork or refund the fraudulent charge on my account. Here is what I wrote to USBank after they refused to do anything:*********************** PO Box ****** ******, ******** ***** ATTN: Disputes and Fraud Department US Bank Re: Fraudulent charges / services not received Hello,I am once again disputing the charge for S200.00 (ASAP Towing 11/6/23) for the following reasons:I did not receive a service. I paid $200.00 for a tow hookup and tow to my home address, which never took place. The tow truck driver never even showed. - I texted the tow truck driver and told him that the police department had a tow truck come, due to the being a breakdown on a busy and major highway and an accident could happen any moment. I requested the service be cancelled at that time. I never heard back from him. I waited over and hour and I was told twenty minutes for him to arrive. - I actually received tow service from another company (You processed that transaction, as well) for $155.00 (*******************) on that same date as proof that I never received a $200.00 tow and that the charge for $200.00 is fraudulent. On 12/22/23 I was told by USBank I was having the charges reversed for my failure to return paperwork that was mailed to me. I never received any paperwork and my request to have my paperwork emailed to me at *********************** and faxed via my attention at fax number ************ as soon as possible . None of the documents I was told about over the phone made it to me, which I was told is an issue that you have bee aware of years, but resolving the issue would mean more and more claims resolved in the account **********************'s favor.Also, the reversal did not show on my account the day it shows posted. It was posted days later and backdated.No one during this investigation has contacted me, despite me requesting contact several times. I am requesting contact this time as well. I don't understand why these documents cannot be made available online like all my other documents.I look forward to having this addressed and resolved.Sincerely,*********************** PO Box ****** ******, ******** ***** 720 298 **** ***********************Business Response
Date: 12/28/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/27/2023
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 December 23, 2023 Elan Financial Services tells me that since I made a large payment of $3250 electronically over the phone on December 22,2023 at 11:37 am that the $3250 was put on hold and I didnt find out until December 23, 2023 at 7 pm that a charge of $795 was declined on December 23, 2023, and **** says I have to print off something from my bank showing it cleared and get this I have to fax it: because, they will not let me email it! Whats interesting is that all of a sudden I cant get get in my ucbi.com account: now it looks like they have been paid off by criminal hackers that have hacked my phone!Dont worry **** I will never pay you another big payment again!This has got to be the worst treatment I have ever gotten for making a large payment, so Elan you owe me l! I could have at least been informed that there was a hold during business hours,so I could have taken care of it!Business Response
Date: 12/28/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/27/2023
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 want my ReliaCard online account deleted! These people want to make it hard for me to contact them via only having a phone line that doesn't work! Disgraceful!Business Response
Date: 12/28/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 12/28/2023
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:12/27/2023
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.
This banks atm took $3500 & left me with nothing for the Christmas season. I am left in emotional agony I cant provide anybody gifts because of this & in shock they refuse to provide me provisionsl credit hence they had 4 business days so far to do so. I want my provisional credit resolved ASAP.Business Response
Date: 12/28/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 12/29/2023
I am rejecting this response because:
The situation is only being pushed further 15 more days by the business. My provisional credit has to be credited into my account because per us bank policy they say it takes 10 days to investigate & issue credit. It has already been 10 days & still nothing.Initial Complaint
Date:12/22/2023
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 elan issued credit card was compromised twice in two months. I have opened fraud investigations and I spent more than an hour on the phone with a representative and at the end of the call, I asked the representative how much I had to pay this month and was told that I did not have to pay anything because I had all these wacky charges on my card and I had already paid during this billing cycle. Several days later, I was charged interested and late fees on my card balance.1) Remove the interest at late fees.2) Help me sort out how much I owe on this card as I simply cannot figure it out. Too many items are in dispute status and I cannot figure out the calculations.Business Response
Date: 12/26/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 12/30/2023
I am rejecting this response because: The time to respond given by the bank is 15 day. The BBB response time is 10 days. Also, related credit card bills are potentionally coming due in 10 days. This has been going on for a while already.Initial Complaint
Date:12/22/2023
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.
Borrower is completing a mortgage refinance utilizing a standalone HELOC. Borrower (*********************) was originally proceeding with US bank but has since switched to ****************, LLC and United Wholesale Mortgage. US Bank has been contacted multiple times to request the transfer of the appraisal. US Bank has ignored requests and failing to complete their fiduciary responsibility of putting the borrower is the best possible spot by delaying the borrowers loan process.Business Response
Date: 12/26/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/21/2023
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 a victim of identity theft. I filed with my bank U.S. Bank a fraud dispute for an unauthorized branch withdrawal on 12/18/23 from my savings account. I had them place security alerts on all my accounts. On 12/20/23, I had 2 additional unauthorized branch withdrawals. The bank failed to verify the identity or contact me prior to issuing those withdrawals, even after my account was suspected of fraud. Those 2 additional transactions could have been prevented by the bank and now I take a loss. The bank is directly responsible for the additional unauthorized transactions.Business Response
Date: 12/22/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/21/2023
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 at the completion of my lease for a vehicle I pick up about 3 years ago from a local dealership. In my original contract, I noted the clause for the ability to buy the vehicle at the lease end and assumed that this was always going to be my goal. My lease end date is January 13th, 2023. I have followed up with the bank that manages the lease as the dealership has instructed me to do so. The information that the dealership shares is that USBank manages these contracts and will not allow the dealerships to provide any principal amounts or conditions to leasees that wish to purchase the vehicle at the maturity date. I communicated to US Bank that I wanted to buy the vehicle and they gave me a quote for a loan from them to do so. The rate was not competitive at all. I belong to a credit union that knew offered almost a point a half lower. I told US Bank that I would be using my credit union. When my credit union reached out to initiate all of the transfers and pay offs I was told by my credit union that US Bank would not sell me the vehicle unless the CA state sales tax for the sale was collected by them. I am super confused by the information I received and did not have any guidance on to how this made sense. All I was told by my credit union was that they will not do the deal the way US Bank wants as it is not a safe decision for them and unless I buy the vehicle from US Bank according to their quote and then just have my bank refinance, they will not loan me the money they originally said I was approved for. The amount my credit union approved for me was the principal balance PLUS CA sales tax, so if my credit union writes the check for this amount to US Bank, does this not satisfy them collecting the sales tax as requested? I have been left with no answers beyond the dealer explaining its in US Banks hands and my bank saying they will not do an unsafe deal that US Bank is asking for. This seems very suspicious. Asking BBB input to assess this and help.Business Response
Date: 12/22/2023
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 draft your response. To protect your privacy, a response and any described enclosures will be mailed to you directly.
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