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

  
• 

  U S Bank

  1673 Pearl Rd Brunswick, OH 44212-3405

• 

  U S Bank

  2716 Boston Rd Hinckley, OH 44233-9498

• 

  U S Bank

  2635 W Market St Fairlawn, OH 44333-4230

• 

  US Bank

  Corporate Office 425 Walnut Street Cincinnati, OH 45215

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:10/12/2023

  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.

  I have been dealing with an ongoing billing issue with US Bank mortgage since July 2023. I had received multiple letters stating there was an escrow shortage and that my month mortgage bill would be going up. However, if I paid the shortage in full the monthly bill would stay the same that it had been. They ran additional analysis and came back with the a Punt of the shortage that I would need to pay. At that time I was paired up with ********************* who broke down the costs and gave me the amount that I would need to pay in the total of close to $1300. She took that payment along with my September mortgage payment on September 4th, 2023. She then informed me that by paying that amount that my monthly payment would be dropped down to $****.12 moving forward beginning in October. Fast forward to October 1st and logging into their online system to make a payment and the system is still showing the increased amount of $1784.58. I called to get this issue resolved and was told that my shortage payment was never received. But that the rep would be looking into and calling me back. Her name is ****** (4FE). She never called me back. I called back the following day and was told that no more adjustments would be made to my account. And that I would owe $1784. Then I called back to speak with a supervisor and the woman I spoke with said the person I spoke with prior was incorrect and that she saw my shortage payment was made. And that escrow only needed 24 hrs to update the online portal to show $****.12. I waited 48 hrs and no updates were made. Finally today called again and was able to get someone to contact ***************'s and ask her to call me back. During our call she now says my new payment will be **** instead of **** because she did her math wrong and took the wrong amount from me. She also said the reflection of the lower payment wouldn't reflect until Novembers payment. Every person I speak with has a different story and different dollar amount. Not professional.

  

  Business Response

  Date: 10/13/2023

  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: 10/17/2023

   I am rejecting this response because:
  
  While I appreciate you looking into this, I am uncomfortable with accepting and closing this complaint until a resolution or next steps have been provided. Looking at the number of complaints against this department and even the continued issues I had since opening this complaint I will opt to wait for the resolution before closing any communications through the BBB. Thanks for understanding. 

  

  Business Response

  Date: 10/19/2023

  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:10/11/2023

  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 have been trying for the last 3 weeks to sign into my on line banking account. My original credit card was compromised, my replacement card was compromised. I have tried numerous times to sign into my account. Have been told by various people they would send a case number to assist me. Have been told to come back in 48 hours when case would be resolved. Cases never resolved. Have had at least 3 case case numbers assigned to someone. Have been hung up by many people many times. One representative tried to get manager to help solve problem, but none available. Tried for assistance today after getting third credit card. Got hung up on twice, Transferred to someone else 3 times. Person I last dealt with, tried to find someone to help me, but after a wait of approximately 10 minutes, she asked if I wanted to continue waiting. She had no idea when someone would be available, so I told her no.After 3+ weeks I would like to have access to my account.

  

  Business Response

  Date: 10/12/2023

  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 talked to a representative, and followed all her instructions. I was able to access my account for one day only. I informed the representative of this and havent heard back yet.

  

  Business Response

  Date: 10/27/2023

  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:10/11/2023

  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 made my mortgage payment on time every month since I started with them, there was a mistake made by USBank insurance department, I believe it was fixed, but one of my mortgage payments was incorrectly applied (1/31/2023 mortgage payment) which made all of the subsequent mortgage payments late, they are been charging me a late fee for the last 6 months which they are NOT willing to remove. They know it is incorrect, but their system are not allowing them to remove them. I have tried for the last 9 months to fix the issue but I speak to a different person every time I call to fix/remedy the situation. I have reached it, I am mad, I asked to escalate this up their chain of command but they never call me back. Pleas help.

  

  Business Response

  Date: 10/12/2023

  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:10/11/2023

  Type:Service or Repair Issues
  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.

  Saturday, October 7, 2023 I visited the US Bank location on file. Here I was advised to speak to *********************** replacement (**** was on vacation). I do not remember the person's name, but they had pale skin, blond hair, and wore a stripped shirt. The person identified as ****'s replacement, and the manager (tan skin, dark hair) pointed for *********************** replacement to meet me at ****'s Desk. I knew it was ****'s desk because his name, *********************, was still on it. ****'s replacement told me to raise my secured credit card, I just needed to call the number on the back of my card and tell them to transfer the amount I want to increase from my checking to my secured credit card savings, I called the number on the back of my Altitude Credit Card as the person (****'s replacement) instructed, only for them to tell me no such thing exist. That's never been the procedure to raise secured credit card limits. This US Bank location caused confusion, disruption in my international travel plans, and anxiety. Same Saturday, I received a deposit of ****, and their system asked me to add funds to bring my account into a positive balance. I had a balance of ****. When I asked about this at the location, ****'s replacement told me to call the number on the back of the card. By the following Wednesday **************** 11 2023, I was charged with over draft fees even though I didn't over draft. I called the number on the back of my card, but everyone is telling me the over draft fee is for future over draft charges...

  

  Business Response

  Date: 10/12/2023

  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: 10/13/2023

   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.

   

  For an update, I went to the location. ******************* helped me with my account by showing me specifically why my account was overdraft. I paid for my hotel that is in ***************, which is a foreign transaction fee (3%). As for my experience Saturday, **** reassured me the representative I spoke with will be informed of the correct procedure for secured credit card limit increase. 

• Initial Complaint

  Date:10/10/2023

  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.

  I recently moved down to ********* opened an acct through us bank 2 months ago they requested address verification I submitted it 2x my account is locked an My rent money is in there rent was due the 24th I'm already late because they have this hold on **** I've never done anything now I can't even close **** an fer funds I'm about to be homeless because I can't take my rent money out I just lived down here gave them the rental agreement an everything else I've submitted with my address please help remove this an close this account

  

  Business Response

  Date: 10/12/2023

  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:10/10/2023

  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.

  On Saturday 10/7 i deposited 200 dollars cash at the atm into my checking account on the way to a hockey game. At said hockey game my card was ran 6 times declining each time and not receiving the concessions i paid for. Sunday i tried to access my banking app to see if the charges had in fact gone through and was met with an error code saying i was denied access due to an issue on the back end and to call into support. When i called into support the agent told me my card had been suspended and my account was being sent to back office for closure. She provided me no explanation and confirmed the charges of 73 dollars and 6 dollars with a total of 79 had gone through and there was nothing she could do. I have reached out to my branch and support multiple times since then and have been told they can do nothing nor put me in contact with someone who can. The last support agent by the name of ****** informed me they can terminate my banking account at any time without a reason and dont have to do anything for me. I want my 200 dollars. If my account was being suspended and closed they shouldnt have let me deposit 200 dollars. They wont even let me dispute the closure as they have no valid reason to close it and are only offering me 120 in a check that will be sent out at the earliest convenience

  

  Business Response

  Date: 10/11/2023

  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: 10/18/2023

   I am rejecting this response because:
  I reached out at least four different times and explained my situation and concerns in depth. Theres no reason they should have to research this complaint. Ive received no form of response or follow up from them and have even called to check on the status of my account and money and they have made zero attempts to resolve the issues. I am still out 200 dollars.
  
  

  

  Business Response

  Date: 10/19/2023

  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:10/10/2023

  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.

  Received 200 gift card. First attempt card did not work. Went to website prepaidgiftbalance.com Received error when providing card details. Called ************** was told I had a "hold" on the gift card and they had lifted it. My card was declined two additional times in person. Finally I was able to pay ***** for Instacart. The next time I tried to use it, declined. Went online to input card number, Received error message and had to call 888 number again. This time I was told my card was deactivated due to "fraud" and I'd have to go online and submit a copy of the gift card and my ID to get a new one reissued. Went online and once again received an error message. I called again and they told me I'd need to fax my personal information. I told them I didn't have access to a fax and basically told me I was out the money. Help!

  

  Business Response

  Date: 10/11/2023

  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:10/09/2023

  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 have had multiple issues with US Bank since opening my account. On the day, I opened the account, August 7th, the teller tried to open it in my former name and with an address I had over 10 years ago, although my name on license and social security card has been updated for 3 years at this point. I tried to open a business account, and after sitting there for 2 hours, I was told I couldn't open an account because my credit was frozen and that I would have to come back to that specific location to continue opening it,but was able to open it myself online in 15 minutes. Lastly, I attempted to use my card today October 9th to purchase a uhaul rental. My card doesn't go though and when I look at my account, it says I dont have an assigned card. I call and it immediately transfers to fraud,and was told what flagged it is getting gas on October 4th. The agent on the phone told me I specially told them not to reach out to me about fraud.After this is cleared up,it gets brought up that I have a temporary card, but no mention that I would be unable to use it. I call a total of four times in order to get a resolution. This is especially concerting that they can turn my card off at a whim , because I was traveling internationally today and would not have had a way to use my money.

  

  Business Response

  Date: 10/10/2023

  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:10/09/2023

  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 a 2022 Kia ********* which was been leased under US Bank. My vehicle was involved in a motor vehicle accident in which my vehicle was declared a total loss. After the accident the vehicle was valued at 50k by the value market at the time. The total payoff of my vehicle was of 42k, US Bank received a check of a total of 49k made by my insurance. During the corresponding delegations and communication with US Bank representatives, I was given different and inaccurate information regarding the remaining equity balance on the vehicle. Several US Bank representatives stated that the remaining balance was going to be sent back to me once via check. It has been more than 2 months and I am still attempting to get US Bank to explain the reason why they still have not sent back the ******* equity of my vehicle. I spoke with a US Bank Supervisor today and after an hour of speaking they basically said that they were not sending nor returning the remaining equity. Supervisor refused to escalate my concerns with someone higher then her. I was left with no answers and still without my money that belongs to me. All I want is for US Bank to return our money so we can move on with our lives

  

  Business Response

  Date: 10/10/2023

  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: 10/28/2023

   I am rejecting this response because:
  The company wants to take months to resolve this and I don't think that's right because they already got the full amount from my car insurance and we need to resolve this Asap 

  

  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:10/09/2023

  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.

  USBANK offered me 300$ account opening bonus once the 3- stipulated requirements are met. The requirements are to make use the mobile app, use the debit card for at least 10 transactions amounting to 100$ or more and then make a direct deposit amounting to 5000$ within the 120days promotion windows.I made and surpassed these requirements in less than 90days and when I reached out to USBank asking for 300$, they checked everything and confirmed that I completed the requirements and simply asked me to wait until 120days is completed, I reached out again and I got the same info and I did again I got the same update. Meanwhile, they were all telling me that they have escalated it so that someone ll contact me, but nobody did and I waited until the 120days ***** and I didnt see 300$ credited, then I reached out again, but this time I was met with rude and very unprofessional customer reps both on the phone or via chat. They basically did 160 degree on me saying I didnt meet the requirements because the deposit wasnt coded as direct deposit. I went back and forth about it explaining that there are direct deposit equaled to 5000$ requirements, and I provided dates and amount in the statement but they became even more rude to me. Refused to listen to me and told me there were no previous record on file about me calling or speaking to anyone before. I insisted and told them how the money are directly deposited by my independent contractor partner (Uber/Lyft ) but they doubled down that it must be from social security or employer with W2. I told them this is not right and I want to speak to someone higher up but they wont listen and just were rude terminated the chat and phone call. I want my money 300$ sold to me in this deal which lured me to open the account and meet the requirements, this is unfair practices and false advertising to deceive people. This is the only resolution acceptable by me.

  

  Business Response

  Date: 10/10/2023

  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: 10/18/2023

   I am rejecting this response because:
  There is no issue addressed in this response and nothing mentioned about deceitful false ads practices of US Bank and my 300$ owned to be has not been credited 
  
  

  

  Business Response

  Date: 10/19/2023

  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: 11/08/2023

   I am rejecting this response because:

  Hi BBB,

   

  I received a letter in the mail from US Bank regarding my complaint and refund of 300$.

   

  Their response deviated from the initial reason they stated repeatedly why Im not *********** the 300 promotion, the new reason given is that my debit card  transactions have two transactions short of the requirements, while all these time they confirmed over the phone in multiple instances that it was the coded direct deposit type was the reason.

   

  This defense is ridiculous and clearly shows US Bank unrepentant disposition and violation of customers information integrity and trust.

  Financial institutions like US Bank are expected to hold the highest integrity and professionalism  at least when treating a customer. I have been unfairly treated and US Bank deceitful practices is unacceptable. They kept changing the narratives, and to this end I want to request all the multiple phone call conversations records between myself and US Bank, this is the only way the evidence and the lies will be exposed. Effectively exercising the right to all my personal data including audio, comments, emails, memo, notes etc held by US Bank.

   

  
  

  
  

  

  Business Response

  Date: 11/09/2023

  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.