Complaints
This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,732 total complaints in the last 3 years.
- 796 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:10/30/2023
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.
While doing a mobile deposit, I typed ***** instead of *****. I called in letting them know I received an alert rejecting the check. The lady on the phone told me no worries, it will correct itself in processing. It did not. I also explained I DO NOT know the lady that wrote the check, she wanted to keep the physical copy, which is why I did mobile banking. I believed we were ok, however it did not deposit. I called back and was told twice adjustments were being done to correct it, but as of right now I still have no deposit.
Business Response
Date: 10/31/2023
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:10/30/2023
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 CPTSD, Agoraphobia due to a traumatic event that happened to me. My husband was brutally beaten to death at our home and I am the one who found him. My medical conditions keep me from leaving my home and conducting business or run errands. I have people that do my grocery shopping and run any errands that I need to be conducted.The complaint that I am lodging is with their customer service agents and their fraud policy. My card is constantly being locked for fraudulent transactions and I am having to call customer service to have my card unlocked. I understand why they have a fraudulent policy in place but I am calling them every time I use my card because it's blocked. Then today it was locked and I called and it was unlocked and I was able to complete one transaction. After trying another transaction it was declined and the card was locked. When I called they told me my card is now locked for ************************************************************* withdraw from an ATM. My account is also unable to transfer my funds to another account. This is unacceptable that I can't even access my money. It's not like this is a credit card and I am making purchases on credit. This is my money in an account that I can't even access. It is critical for me to be able to access my funds. Yet my card is constantly being blocked. When a customer has to call customer service constantly to get their funds unblocked, that should be an indication that the account is falsely being flagged for fraud. How does someone conduct business like this? It's impossible. If I discovered fraudulent charges on my account I would report them. But these are transactions that I'm conducting. How can these be fraudulent? **************** has no answers for me and when I request a supervisor, I am not able to speak to one. Who do I need to contact to get this problem corrected? Because withholding funds from someone with a medical condition is wrong.Business Response
Date: 10/31/2023
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: 11/06/2023
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.Customer Answer
Date: 11/13/2023
It has been 12 days since U.S. Bank said they were going to mail some information to me. I haven't received it. In the meantime I went to use my card again and wouldn't you know it, it was blocked. Called and spoke to an agent who was very helpful. She looked at my account and seen all of the phone calls and that my card had been blocked several times. They are blocking my card and not even informing me even though I am set up for every type of alert they have on email and text alert. She told me that what has been going on with my card is unacceptable. That the department that handles this is excessively blocking my card and that she was going to send it up to complaint department. I guess I just don't understand why they were doing this to my card and account and then not notifying me. Who knows if I will get the correspondence that they said they would send in the first complaint. This time when I get a response for this complaint, I will not be satisfied that it was handled until I have the proof in my hand of what they said they were going to do. It is rather unfortunate that this company would treat someone with my mental condition like this. I just want to be able to access my money and use my card. I didn't think that was too difficult to ask for. Why are they discriminating against me? Please help me resolve this. I'm not sure who else I can turn to in order to get this resolved.Business Response
Date: 11/14/2023
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: 11/14/2023
I am rejecting this response because:
That is what they told me in the first complaint and I still have not received any correspondence from them in the mail. Anyone can just write a response that sounds like they are doing something about this. But until I have the proof in my hand I don't buy there BS. My hands are tied and they made it that way. Horrible business practices and no customer service skills at all. Maybe train your employees to do the job correctly.Business Response
Date: 11/16/2023
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:10/30/2023
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 a ReliaCard for the child support I recieve, in July *************************************************************************** my possession, so I did all the paperwork for the fraud investigation and got a new card. Ever since this every time I use my card they freeze it and I have to go through a process of faxing in all my identification and wait for the card to be unfrozen and then when I use it it gets frozen again instantly. Ive sent them my passport, drivers license, and paystubs, and get empty promises that my card will work in 24 hours but it never does. The past 2 weeks I have been attempting daily to send all info needed for my card to be unfrozen and they wont unfreeze my account even though Ive sent more than theyve asked me for and they just keep giving me dates my card should work and then it doesnt US Bank ReliaCard has been holding over $1000 of my money hostage for over a year, I cant pay my bills because they wont let my access MY money. When I asked for a supervisor today from **************** was told she is a supervisor and I cant talk to her supervisor, how convenient that I cant complain to your boss about the subpar job youre doing. She claims they havent got my last fax which *** now re sent, but my fax confirms delivery. As soon as I get access to this money Im pulling every cent out and avoiding US bank like the plague. How can they hold single parents money hostage? This bank should be shut down, theyre thieves and con artists & terrible stewards of YOUR money but best bet they use your money for their own gain while withholding what is rightfully yours. I will be filing complaint with the attorney general as well, and contacting the news so everyone can know what ********* does to single parents who are struggling to make ends meet already. I want MY ************** no more excuses as to why my account is still frozen.Business Response
Date: 10/31/2023
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:10/24/2023
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 9/23/2023 I initiated two balance transfers online for 2 US Bank companies. Both were for $15,000. One was with US Bank directly for my acct ending in ****. The other was with Elan Financial Services (d/b/a Fidelity) who is owned by US Bank. That **** ending ****. Both these balance transfers were available to me and within my credit limits. As of, today, 10/23/2023, these transfers have still not posted to the account stipulated in the transfers. As a result, I have paid an excessive amount of interest on an account because of US Bank's failure to process these balance transfers in a timely manner. I am seeking immediate processing of these transactions and reimbursement for funds lost.Business Response
Date: 10/25/2023
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: 10/25/2023
I am rejecting this response because: I have not received any direct communication from them as they promised and the balance transfers are still not posted to my account. There has been absolutely no change since I filed my complaint.Business Response
Date: 10/26/2023
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:10/23/2023
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 received (3) $36 overdraft fees on my account on 10/18/23. I have overdraft courtesy turned OFF. So any transactions attempting to come through should be declined. I called to have this issue resolved, the first representative hung up on me/transferred me to a number where I needed to enter an extension, which she never advised she would be transferring or an extension. I called back, the next rep was kind but not very helpful... She advised that they could not courtesy refund me not one of the fees, which is very fraudulent. The transactions were very small, I would absolutely have preferred them to be declined. It sounds like US bank is heading towards another lawsuit for fraudulent overdraft fees. I thought this account was safe from going negative, which is why I opened it. I have just started a new job where I will be getting at least $3000 in new money every other Friday, I don't need my money stolen by US Bank! I will absolutely close my account and speak with **************** if the money is not refunded to my account asap. My account number is ************.Business Response
Date: 10/24/2023
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: 10/24/2023
I am rejecting this response because:
It can be resolved by returning my money. Ive waited on someone to call back, I dont believe I will receive a letter.Business Response
Date: 10/25/2023
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:10/23/2023
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.
US bank sent me a letter notifying me that they are closing all my accounts. Their actions are discriminatory and based on my marriage to a ********** licensed cannabis business owner. The accounts and taxes are completely separate and there hasnt been any of funds . They are now holding the account funds even though their letter gave me until a specific date to withdraw my own money from the account.Business Response
Date: 10/24/2023
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.Customer Answer
Date: 10/24/2023
I am rejecting this response because:
1- They have not provided a reason for their discriminatory actions based on my marital status.2- I was given until 10/23 to withdraw my funds from the account but the bank did not allow me to withdraw the money.
3- I still have not been provided with the funds in my account.
4- I tried again to call the Willow ********************* in ************/ ** but was unable to get my money.
Business Response
Date: 10/25/2023
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:10/23/2023
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.
Ever since I asked you to stop sending paper statements in the mail you stopped posting my statements online! I logged on just now and it only ask statements from April, May, June and July. We're now in October! Where are my August, September and October statements online. Please fix this and reinstate this immediately.Business Response
Date: 10/24/2023
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: 10/24/2023
I am rejecting this response because: I spoke with one of your phone representatives yesterday and they tried telling me that your company is aware of the issue. If that's true that means you've had this issue since July. I have a hard time believing a profession company knows that their online statements arent showing up and havent been able to resolve it for 3 months. I'm not a full time employee, I'm a self-employed freelance independent contractor which means I'm required by law to pay quarterly estimated taxes. My tax accountant has me log a ton of numbers on an excel doc. One of the numbers I have to log is interest on any loans. If I don't have access to those statements, how can I get those numbers for tax purposes? So not only do I not have paper statements (which I don't want due to mail theft) but I don't have any digital statements on your website. I need your team to email me those statements immediately this week. I'm missing August 2023, September 2023 and I'm sure the October 2023 statement isn't ready yet. Please send those along asap. And please repair your website by November 1st so that it reflections all statements. The missing statements on your website is unacceptable.Business Response
Date: 10/26/2023
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:10/20/2023
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 been paying us bank every month on my credit card and have been paying on time . Keeping my credit card payments on time . And us bank filed a delinquency on my credit report . I am requesting that be repaired by us bankBusiness Response
Date: 10/23/2023
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: 10/23/2023
I am rejecting this response because:. I had made payments . And have not been delinquent. I am requesting that us bank make a revision on my credit report . Thank you ************************;Business Response
Date: 10/24/2023
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:10/20/2023
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.
Since opening my account with this bank it has been a nightmare. I have had fraud on my account close to the entire time totalling thousands of dollars. I have worked with the bank to get a handle on all this yet it still continues. First during one of the times I was going back and forth between bank tellers and the fraud **** to get it resolved. Then come to find out there were 4 active debit cards on my account. Supposedly those have been closed but I don't really know. Everyone tells me something different. But just in the last 2wks I have received 4 debit cards with my name on it all from us Bank each having different card numbers. Why I didn't request them so why are they sending them. Second during an event of more fraud I went to the bank and spoke with a teller who advised me to close that account and open a new one. I did but was a bit hesitant but he reassured me it would be better. During this time that account was not closed since there was an ongoing fraud investigation. Ok I can understand that. But I was told also that for the first week or so I should transfer all money coming in from the old account to the new one which I did. Then the old account shows a negative balance now. Multiple calls and no one can help me always a different reason or explanation. So I had no clue what to do. Then yesterday my friend zelled me money and it went into the old account. I called them immediately and spoke with them to have it put into the correct account which they refused. This bank has caused me so much anxiety and loss of money due to all the fraudulent charges that still continue to this day. I want the money that was zelled to me to be put into the correct account. Also the negative balance on the old account is due to me following there instructions and not closing my old account. I will be closing my accounts with them as soon as they give me my money.Business Response
Date: 10/23/2023
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: 10/23/2023
I am rejecting this response because:
I have already spoken to so many different tellers and managers and fraud department with unsatisfactory results.Business Response
Date: 10/25/2023
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:10/19/2023
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 applied for the U.S. BANK CASH+ **** SIGNATURE CARD around April 2023 and received the card. However, I was unable to find how to activate it online. I contacted their support who said it was already activated, however it never is listed in the accounts section when I log in to the US Bank checking account. there is no credit card listed as other accounts. Their online self help has steps to add it however it is inaccurate and does not work to solve the problem. I keep trying to find a way to contact someone about this, however the US Bank website keeps redirecting to this self help thing which does not help. I never used the credit card because of the problems. I have been out of town for months assisting someone with health issues. When I returned today, I found there was a credit card statement, that said I am overdue on a charge. However, I never used the card and had no way of viewing the information online because they refuse to add the credit card to my online accounts. If you would have had the credit card listed with the checking account, I would have been able to view this while I was out of town and been able to dispute the charge that I did not do. I need to dispute whatever charge they claim I made. I also need another replacement card as I am unable to find the one that they sent. Please add the credit card to my current online account with the checking account I have with US Bank. The same account I logged in to apply for the credit card in April 2023. And please remove the charge as I have never used the card and do not know what this overdue charge is since I never used the card. Allow customers to email you or contact you somehow when there is issues instead of having your website redirect to this self help thing that does not help. Also, I am attemping to add my ******* phone number to my online profile, however US Bank says it is not a mobile number, however it is a mobile number.Thank you.Business Response
Date: 10/20/2023
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: 10/26/2023
I am rejecting this response because:
The only mail I received from the US Bank this week was a letter saying they have decreased the credit limit. They did not send anything to address the issue that they have never and are not helping to link the credit card account with the checking account so I can login online find out what this fraudulent charge is about. I have never used the card since I had no way of paying online or finding charges.They have an online secure message system why not communicate that way in lieu of mailing? I do not plan on using the card anymore with this poor customer service and the credit limit is no worth using it.I am switching banks soon.Business Response
Date: 10/30/2023
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.
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