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

  8 E Main St Lucas, OH 44843-9701

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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

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:12/21/2023

  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.

  November 6, 2023: I received a $500 gift card from prepaidgiftbalance.com which was purchased from a Kroger affiliated store in ***********, **********. To date, I have been unable to access these funds. I have called customer service repeatedly which just redirects me to their website that has never worked. This company takes your money and essentially makes it impossible to access, which is a scam. Without the assistance of the website or phone, the company requests you FAX or MAIL personal identification, specifically, you drivers license, despite having all your information already. Looking at reviews online, there are hundreds of similar reviews and this company should cease operations as it is nothing less than fraudulent.

  Customer Answer

  Date: 12/21/2023

  Good afternoon,

  Yes, on December 20, 2023 I faxed the requested information (a picture of the front and back of the gift card and a picture of my ID) to the number I was provided by a customer service agent. I received confirmation that my fax was sent successfully. Please let me know if any more information is needed.

  Thank you,

  ***********************

  

  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: 12/28/2023

   I am rejecting this response because: I am interested in the response by US Bank and appreciate that they are looking into the matter. However, they requested 15 calendar days in which to respond and the BBB requests that I respond within 10 calendar days or they will consider the matter closed. Accordingly, I would like to keep this matter open until I have recieved the response from US Bank in the event that I am not satisfied with their response. Thank you. 
  
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  This is my second complaint Im making! I want to lodge another complaint about another bank that Im very unhappy with. About a week ago I made a to complaint about ***************** Now I am lodging a complaint about US Bank. I am a very upset with this bank, without being notified that my bank has been closed again first, it was ***************** now its US Bank. This is the second time Im going through this! This morning I logged into my account and it worked! Then I logged into the account this evening at about 5:30 PM and couldnt login. I called them to see whats going on. I spoke to a lady from the fraud department, telling me thats been closed, without any acknowledgment on my side! What kind of banks are they doing this to customers who has only been in the account since April give or take! Its outrageous and I called for to do this to customers. This lady from the fraud department was very rude to me and disrespectful. Also, from the fraud department, she called my husband, a fraud and a scammer. She asked me many questions about my husband, its none of her business. You dont call someones husband a scammer for no reason at all my husband who is in the US Army sent me money to help me with my bills and all that I have never ever had any problems with any of my other banks, until today a weeks ago. I want to report US Bank because there is no communication with them, the same thing with bank of the west! With US Bank, never notified me about the closure of my account! They decided to close it on 27 of June, and not notifying me at all until today when I tried to log into my account! All they do is send me a note saying theyve been closed, whats wrong with these banks that do that to customers. Its outrageous what they do to customers. What bothers me mostly is calling my husband, a fraud & a scammer, I will tell him when I call him on the phone! FYI, Ive only had US Bank since April 14th 2023, and Im very disappointed from the outcome!

  

  Business Response

  Date: 12/21/2023

  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:12/20/2023

  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.

  Never deposited check in ATM but rep I talk to on phone said it was same as going inside bank. Deposited check in ATM never said on hold nothing. My account says deposited completed. But no deposit went to branch. The bank has my money in account just can't access due to ATM company is holding my check. So ****** they are holding it for over 7 days. My account says nothing of a check hold. And when I call no check even though account says complete

  

  Business Response

  Date: 12/21/2023

  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:12/20/2023

  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.

  My name is *******************. I am writing to you all because I am truly all out of options and would like for someone, ANYONE within US ************* to please assist me. I have been waiting to close on an equity loan with my bank, since November 4th, and have not been able to because there is a lien on my title from when I put my mortgage in forbearance during the pandemic in 2021. It is a $17,367.04 lien. I called US Bank on November 3rd, asking for a pay off request of the $17,367.04. When I contacted my bank on November 7th asking if they had received it, I was told no. I called US Bank back on November 8th to figure out what was going on. I was then told that someone from US bank put in a request for my ENTIRE loan, which is not what I asked for. I was on the phone with ******* (VKG) for over 3 hours. After being on the phone for 3+ hours, ******* told me that US Bank would need 48 hours to investigate because it appeared that my paperwork from when I filed the forbearance in 2021 was put in as a modification with a partial payment but the documents were never completed, and also put in a modification which was complete. I have NEVER not one time received a single call back from any representative from US Bank. I have never received a call back, email, nothing! Absolutely zero communication regarding a mistake that US Bank made. All I have been asking for is a lien release so I can move on and close on my home equity loan. I have now been dealing with this issue for 6 full weeks. At this point I am extremely frustrated considering this is a mistake done on US BANKs part and it seems like no one is moving with any sense of urgency to resolve the situation and at the very least, no one is communicating with me. All that I am asking is that someone, anyone from US BANK please give me a call back and provide me with my lien release documents for the $17,367.04 partial claim that was duplicated on my account.

  

  Business Response

  Date: 12/21/2023

  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:12/18/2023

  Type:Order 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 filled out an application for a credit card, was excepted. Didnt realize they had a 100 dollar yearly fee. Never activated the card. Called them, told them dont want the card. They keep sending me a bill every month. Now its up to 170 dollars. Can you help me

  

  Business Response

  Date: 12/19/2023

  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: 12/20/2023

   I am rejecting this response because:
  
  I will wait for an answer 

• Initial Complaint

  Date:12/18/2023

  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 over **** dollars added onto this card. I spent $2019.00 on best buy for different items. During the next couple weeks the price was lower on one of the items on that purchase and when I went in to get it adjusted to the **** amount they applied that refund back on card. Then I had two other items that I returned also refunded back onto the card. They did not allow me to use my card but never prevented the refunds but I was locked out from utilizing my funds. ******* refunded my card of 18 00 and they allowed it too. I lost on Thanksgiving and Christmas shopping due to them locking me from my money. They ask for receipts I sent them several times via fax and they are never satisfied. They will not return my money that was originally prepaid. They won't let u talk to fraud department, return calls and ive never given reasons to hang up on me but have several times. I don't deserve this and they need investigation done. All the receipts I've ever gotten on return or purchases have been submitted over abd over they are attached here. They ate scamming unreliable and its taken over two months too this point I'm ignored and feel they stole my money. Supervisors never listen and hang up on you. Today I tried again and was calm as usual abd was hung up on. Ridiculous way to handle customers abd abyvbusiness

  

  Business Response

  Date: 12/19/2023

  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:12/18/2023

  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.

  Purchased a giftcard to help someone In desperate need for them not to be able to use the prepaid gift card the reps other phone barely know English and are rude. And want faxed personal information sent to them. I just want to beable to use what I paid for. Because of website bot working right it flagged card. This has been a couple months Noone should have to wait for that long they are bought to use immediately

  

  Business Response

  Date: 12/19/2023

  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: 12/26/2023

   I am rejecting this response because:
  
  It will be past my 10 days to reject. I need this ****** to provide for my children 

• Initial Complaint

  Date:12/18/2023

  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.

  September 2023 there was fraudulent activity on my Reliacard, upon discovering this I called customer service and reported the problem. I still had the card in my possession and was able to verify my identity via US Bank's verify application. October 12, 2023 the funds that were taken were returned via a provisional credit, which I was not notified of until I received the statement on 11/2/2023. On 11/3/2023, I called US Bank customer service again and requested a new card be sent. I received the card on or about 11/16/2023 and activated the card as instructed. I went to pull $20 off the card and it was declined. I checked the balance and there was $857 on the card. I called US Bank again and discovered that $855 had been taken again. A new fraud alert was issued, I faxed my statement, and the receipts from the *** to them and followed up to ensure they had received the documents. US Bank hadn't updated my contact info, so the theft was allowed to happen again. I update my information again and took additional measures to protect the account. I had to have a new card express shipped to me and when I went to use it I couldn't. 12/8/23 I called customer service again and the card was locked, a ticket was sent to correct it and I was told to call back on 12/12/23 - I did. Card still not active and I needed to provide my ID. It was faxed over the same day. Called again same day/evening and it would be 2-3 business days to verify. Escalated the call to supervisor, another ticket was submitted after using the verify app. Called again 12/14/23, nothing had been done. ******** tried for an hour to assist since it had been 2 days already and Friday would be the 3rd business day. 12/15/23 called again still nothing, issued was escalated again even though it was day 3 per US Bank guidelines. Will have to wait until Monday as everyone was gone for the day. US Bank will supposedly call me when corrections are made. This is child support for daycare that is due on Monday.

  

  Business Response

  Date: 12/19/2023

  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:12/18/2023

  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 been making on-time payments to this account and it has been reporting as a negative account I have also ask for this to be removed from my credit report.

  

  Business Response

  Date: 12/19/2023

  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:12/17/2023

  Type:Customer Service 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 is prepaid gift card for $100. I had attempted to use this card 1 time at Lowes Hardware Store and the card was declined. I then called the number provided on the back of the card and was told that due to fraudulent activity the account has been suspended. I was told I needed to fax a copy of my drivers license and a copy of gift card and a new one would be sent out. It has now been over 6 weeks and nothing has happened. I have called numerous times and am told that they are sorry and to refax information but nothing every happens.

  

  Business Response

  Date: 01/09/2024

  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.