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.
- 807 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:12/07/2023
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.
Hello I have had multiple issues with US Bank, Kroger Mastercard card services. I have called multiple times, and can't get help. I have sent to them ***** of ******** papers for my daughter three different times and they have a note on the account that says the wrong info was sent and it was NOT. When I asked if there is someone in that************ department I could speak to, they tell me no. When I ask how to file a complaint, they tell me US Bank and that is all. I have asked for escalation and it goes to card services supervisor who is no help and he tells me he is the end of the line and no one else I can speak with. The last customer reference number I was given is # ************. I have explained that I want a block on the account and don't know for sure if that was done or not because I have been told multiple different things.
Business Response
Date: 12/08/2023
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:12/06/2023
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 am currently receiving unemployment benefits. One of my weekly checks was issued via a bank card because I mistakenly forgot to select direct deposit. The bank card was mailed to a former address. I called US bank and was told I needed to wait **** business days to see if the card was delivered. It has now been 20 days. I have already changed my address with unemployment and received a confirmation email from US Bank stating they received the updated address change as well. Yet when I called today, they are now telling me I have to wait an additional 5 business days to call back to confirm the address change that I have already received an email for stating they received the address change. They further stated I will need to wait an additional **** days for them to reissue a new card. They are just giving me the run around at this point. I need my card issued immediately. My DOB is 7/2/97. My address is *****************************************************************. My SSN is 028-80-7945.Business Response
Date: 12/07/2023
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: 12/10/2023
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:12/06/2023
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 have had financial hardships. My auto loan through U.S bank has accrued $300 in late fees because they compound the late fees and don't make you pay until you are caught up. This is a gross exploitation of the consumer. I have made **** dollar payment last month 11/23 and only am behind $399.89. They are willing to take off $15. I would like them to take off more late fees if not all of them because I am trying like h*** to remedy my account and be in good standing. ********************* had 50billion of securities sold but not yet purchased and yet these heathens are not willing to let my late fee go when they are making billions off the American populis in late fees. It's a scam! I'm paying interest. Stop bleeding Americans dry! **** paid ytdBusiness Response
Date: 12/07/2023
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:12/05/2023
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.
Received a U.S. Bank debit card from a 3rd party that I have used up and I won't be receiving any money on it anymore. I was advised to cancel the card and close out the account in order to avoid any annual service fees. I've called the US Bank and have done so multiple times. They keep telling me that the card was cancelled so no fees can be incurred, however, they can not close the account. I (and anybody for that matter who gets hold of my login information, or if the company experiences a security breech and that info is leaked) can log in to the online account and see all of my account information including past purchases & location. When I call in I have to verify all of my information (address, date of birth, etc) and they just keep holding on to that info instead of closing my account. I've inquired at least 4 times about this - the last time was on 11/8 where I was promised that this issue was going to be escalated and resolved within 5 business days (case # ********) and nothing has happened. The account is still active online and they still have access to all of my ************ Please, help me in closing my account *******************.Business Response
Date: 12/06/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 12/11/2023
I am rejecting this response because:
The issue is still not resolved. US Bank says they will look into it, which is not satisfactory. I dont want this complaint closed until US Bank takes care of the issue.Business Response
Date: 12/12/2023
We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to draft our response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/05/2023
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 deposited my state agency check on 12/1/2023. This is not the first time I deposited my check in the atm. Last month I deposited my same state check and it was made available the same day. Assuming my check would be made available again I deposited. That was not the case. Now US bank is holding my check until December 12, 2023. Not only does this cause huge problems in my daily life , like paying my rent that is due but also everyday necessities. I have been getting the run around all weekend long from over 6 representatives. The representative I talked to on Saturday stated that I call the branch manager and that they are the only people that can submit the request to get my check released. When I spoke to the branch manager for only a few minutes she told me that the branch managers no longer have access to submit the request to release the check and provided me the number **************. Which the representative told me that they can't reach out to the risk department that only the branch managers can reach out to that department via email she also stated that she doesn't know why the branch manager would tell me that she was not able to reach out to the risk department and told me to call the branch manager back. For the bank to keep my state agency check on hold until 12/12/2023 when the check is from the State is not ok. My previous check was released on the same day. The bank reason of holding the check is that they need to make sure they get their funds, but they are causing more issues for me in my life. How can a department put a hold on my check but as a customer I am not able to get in touch with the department who put my check on hold nor get any assistance. I will be closing my bank account with US bankBusiness Response
Date: 12/08/2023
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: 12/08/2023
I am rejecting this response because:
I deposited my check on 12/01/2023 and today is 12/08/2023 and I still have not received my funds. It's does not take this long for the bank to verify that a State Agency check funds are available to them to release my funds. I won't wait another 15 days for you to respond to me. When my funds are eventually released to me I will be closing my bank account with US Bank! Like I previously stated this is the worst customer service I have received and I will stand by with what I said before in my previous complaint.Initial Complaint
Date:12/04/2023
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.
They advertised a no interest for 15-months credit card and then told me repeatedly (3 hours of phone calls) that their system "didn't like" the way I was trying to use my card and even with "overrides" it wouldn't let me spend a dime with it.I understand that trying to spend the whole limit in a day on business purchases could be an issue (even though my Saphire card let me drop 20k just 4 or 5 days after I got it) but even when I only tried to spend 10% of the limit on the card they still blocked everything and I found the card to be more than useless, I was also wasting my time calling them.I found it incredibly dishonest that they told me I had a 10k limit and then they wouldn't let me spend any of it. I canceled the card and don't want anything on my credit report as I was literally unable to do anything with the card.Business Response
Date: 12/05/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Customer Answer
Date: 12/13/2023
I am rejecting this response because: They said they would reach out to me and to my knowledge, this has not occurred. I checked my email, I don't have any missed calls, it would appear as though they have not contacted me to resolve this issue yet.Business Response
Date: 12/14/2023
We received your additional concerns and are in the process of researching and responding to you. Please give us 15 calendar days from the date we originally received your BBB inquiry to draft our response. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/04/2023
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 signed up for this bonus: ********************************************************************************************************************************************************************************************************************************************************************************* and was approved for the account on 4/15. I moved to immediately fund the account and proceeded to spend an hour navigating a buggy site that ultimately did not allow for the transfer. I was instructed to make a payment in branch and provided a date by which that needed to take place. I am actutely chronically ill and disabled and this is no easy task for me, I expressed. I worked to exhaust every possible avenue, including over the phone funding. Unbeknownst to me, I was being emailed a form at the very bottom of a long email - beneath the logo/address/privacy jargon each and every time there was a funding reminder sent. It's very easy to miss and as it was not mentioned in the subject of the email that simply stated "Marielle, an opening deposit is requested" and as no agent indicated its presence, I continued to focus all my energy and efforts on making it into the local branch when I had the capacity. Again, I am very ill and disabled. I did my due diligence in calling to inform operators of my circumstances a) the website would not allow me to fund at the time of opening b) I am not mobile c) I am trying everything in my power to fund this account. *The application "expired" prior to the date I was told to fund the account by* that I was finally prepared to travel for, nullifying my efforts and effectively blocking me from this promotion for *years* to come. I filed numerous grievances internally indicating that I had been in communication with you and was provided misinformation, requesting that they allow me to reopen and fund the account. I was denied. I should not be punished for technical and customer service errors.Business Response
Date: 12/05/2023
Tell us why here...We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/04/2023
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 opened a new account with an offer for a 0% interest on balance transfers and when I got the instructions to create my online profile to make payments the site had technical errors each time I tried throughout the week. I submitted a ticket, called the help line, got 1 return call that I then tried to return but never got ahold of anyone. My first payment date was missed because the errors were not letting me complete the profile, then link my bank account. Because the first payment was late they started charging interest and I requested the interest was not charged because we only missed the payment date because of the issues.Business Response
Date: 12/05/2023
We received your concerns and are in the process of researching and responding. To protect your privacy, a response and any described enclosures will be mailed to you directly.Initial Complaint
Date:12/04/2023
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.
Was given a $500 gift card early Nov. it is a pre paid gift card owned by US Bank. Within hours of using it once it was registered to a random man and used up. I have been faxing and faxing my personal info, copy of card and receipt. Everywhere I read this is common w/ these cards. I am getting no help and dealing with unprofessional individuals out of the country. They know this is an issue and still sell them. I would be crazy to even ask for a replacement. Want to be compensated for the money lost and time of dealing with this.Customer Answer
Date: 12/06/2023
What are you asking me for? My last name? I am not sending you my PII.Business Response
Date: 12/07/2023
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: 12/08/2023
I am rejecting this response because:
Im expected to respond within ******************************************************** until 15 days and theyre going to do so by mail. Im not even certain if they have my address. They could call me or email me. Or send contact information.Initial Complaint
Date:12/04/2023
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 received a prepaid $300 **** gift card around November 8th, 2023 and activated it online same day. Was able to use it a couple times but was declined more than a few times. The company then made my card inactive saying it was compromised. When I called they said I needed to fax my ID and the front and back of the card. I spent a lot of time and money faxing the requested items each Monday for four weeks . I enlarged 200%, lightened 2 and 3 degrees, and provided all requested contact info. They continue to say they can't read the information I am sending and are requesting me to do it all over for a fifth time. I can't doing so another time will not alter the documents any different than what I in have already done and sent and therefore will not make it anymore readable. I am still owed a little over $250 that I had not spent on the gift card.Business Response
Date: 12/06/2023
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: 12/08/2023
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. As long as they actually respond or contact me within the 15 days as stated.
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