US Bank
Reviews and Complaints

To whom it may concern,
I am writing this complaint as an employee of the bank to lay out how extremely disappointed I am in my own company's insurance department. On 6/18/2018 the sewer of my newly purchased home backed up into my finished basement; I immediately called my insurance company to file a claim. We arranged for a restoration group to come out within a few days and plumbers followed shortly after. I collected estimates and received insurance approval, to which the insurance company sent me an initial check in the amount $19, 012.68 to pay for the first half of the planned repairs. My wife took the insurance check into a local branch on 7/12 to ensure that the funds could be deposited before we planned any of the restoration and plumbing work. She specifically asked questions about how to deposit this check so that we could use the money to pay the companies that we had lined up with estimates. At that time the teller accepted and deposited into our savings account. Without being told there were issues we verified the funds were in the account on 7/13 and we scheduled the plumbing repairs for 7/20.
On 7/16, without contacting me at any time, US Bank pulled the funds out of my savings account and started a returned check process because of the local branch's error of not endorsing the check correctly. Again, I want to make this clear that US Bank made an error, never even contacted me about the error or the return of the[removed] check, and charged me a fee for their error. I didn't realize that these funds had been removed until 7/20 when I went to pay the plumbers for the work that they had already completed on the house. I wrote a check and immediately went into my account to transfer funds only to realize that not only had US Bank removed the [removed], they also put a 15k hold on all other funds in my savings account I then had to call customer service to acquire what was going on with my account. At this point, I've bounced a check to the plumber due to the hold on our savings account (which customer service advised they had no control over) stopped me from being able to cover the check with the funds that were previously in my savings account. Despite the ordeal, customer service assured me to remediate the situation I just needed to bring my returned check (which they needed to reissue and mail) into the branch and have it endorsed by USBHM.
I received the check 3 days later. On 7/23, My wife and I took time off work to bring our insurance check into our local US Bank branch to deposit the funds into our savings to make up for the payment I made to the plumbers previously. We brought all of the appropriate paperwork (including estimates, the insurance claim from our insurance company, our mortgage information, the check, etc.) and after waiting for more than 35 minutes in the lobby, we met with Leigh Foster (Sales and Service Manager II). After several attempts with different departments Leigh connected with someone in the insurance department. The insurance agent asked us some questions, and to the complete opposite of what we were told on 7/20, informed us that we must enter an insurance program at the bank in which we had to compile a packet of information from the contractors and plumber (whoever will be working on the house) and also have an air test completed until the funds will be made available. My wife immediately stepped outside to contact our contractor and see if we already had an air test completed. He informs us that we had not previously had an air test completed due to the fact he has never had to complete one at the request of a bank. We share this with Ms. Foster and her response was "Yeah…He's definitely lying to you because all mortgage companies follow this same process". This was an incredibly inappropriate comment since Ms. Foster does not know our contractors and they have been recommended by our insurance company.
Neither Ms. Foster, nor the employer from the insurance department expressed any genuine empathy to our already stressful situation. Unfortunately, we felt that Ms. Foster was condescending and we were very disappointed with the entire local branch experience. However, we were being told that if we wanted to use these funds we had no choice but to submit the funds to US Banks insurance department so that they can send the funds back out. We attempted to express that we needed the funds to have the air test completed, so we could not documentation for a test that we did not have the funds to pay for. We were repeatedly told, "This is policy." At this point, we have bounced a check to one of our contractors, our account is frozen, and we have no way of getting the work done to fulfill the requests of the bank. Since there are no other options we enter the insurance process and have US Bank send a package to us about the documentation that we need to collect. It was then we were told insurance department could not mail out the packet through overnight mail so, we were unable save ourselves precious time in this process. The insurance department calls me the day after our visit to tell me about the documentation that I am missing on a packet that I haven't even received yet. Expecting to receive the packet 3-5 business days after our conversation on Monday, we learn several days later that it wasn't even mailed until Wednesday of that week. Each step of this process proves that our time and livelihood are of no concern to anyone assisting us from US Bank.
We were forced to use a credit card to pay the plumber, who expected payment at time of service, putting our family in an extremely unstable financial situation. We finally receive the packet on 7/31 (more than 1 week after our visit to the branch). There is no mention about any air test which was a huge reason the insurance department employee said we needed to complete the paperwork I called back on 8/2 to ask what documentation is needed to get reimbursed for the [removed] that I've already paid to the plumbing company so that they could complete their work. The only way to submit documents electronically is through a website. How is it possible that it takes 3 business days to verify that electronically submitted documents are received? Finally, on 8/6 I call back in to verify that my paid invoice to the plumbing company has been received to open an exception for our claim and have a check sent to me. The individual at that time tells me that everything looks good and an exception will be entered. After trying to be patient for the 3-5 day window for the exception review process, I called back on 8/9 to request an update only to learn that an exception was never opened on 8/6 and I would have to wait another 5 business days for the exception committee to decide whether to approve the funds be disbursed to me.
As an employee, I have heard our vision of being "customer obsessed" as a company. As a customer who has trusted this company with my mortgage, my livelihood and my family, I have experienced a process that is cumbersome, slow, frustrating, unnecessarily complicated and honestly, devoid of human compassion. Time and time again through this process, it has been my responsibility to move the process forward and ensure what has been promised to me is actually happening. It should be US Banks first priority to make sure I have what I need and actually communicate with me every step of the way. Time and time again, I am losing days and weeks to a process that, at the end of the day, is keeping my home from being fixed and my family from having the resources they need. Unfortunately, this has made me feel as though the process is more important than the people and I also feel have no other choice but to move my funds elsewhere. I am unsure of where the end to the process is and my family is suffering while US Bank attempts to figure out what is expected of us. I would appreciate any insight you have regarding this complaint and hope that this can be corrected soon.
Sincerely,
[removed]
Acct Number Ending - [removed]
Claim Number - [removed]

Every time I speak to a customer service representative about my car loan, I am given different and conflicting information. I was told for months by several representatives that I did not qualify for a hardship which put my account behind. Then another representative called and stated I was told wrong the whole time! But by then I couldn't apply because of the account being past due. The next representative I spoke to, said that one was wrong and told me wrong information. The representatives are rude and condescending, often interrupt or speak over you, and do not note information correctly when speaking to you. Even the manager I've spoken to couldn't provide me with consistent information and was rude and disrespectful. I can't get a straight answer from anyone, and they blame it on me.

I opened a business account. I went to deposit money to send a wire. As soon as I mentioned Nigeria I was asked to come back tomorrow. I explained when I opened my account what my business is. I didn't need the third degree. I was basically refused. I took the cash and wired the money from another account without a problem. Then I had a deposit in the account. I went a few days later for a cashier check. I was asked to come back tomorrow. I was like what? About 10 minutes later I was handed a cashier check and my account was closed. Now that is how to get out of working. No reason. But that is okay. Taught me before I had hundreds of thousands in the account.

Airport Road Branch Hot Springs, AR

I went in a couple of days ago to send an international wire to help with medical expenses of a student we know.

I was told that all the managers were in a meeting all day and no one could approve it.

I withdrew some money and went to ARVEST. This is stupid to have all the managers unavailable at one time.

Today I went in to send a wire and was told the manager had to call back. I ran some errands and they the teller calls, me, not the manager and said they would not approve it. I am a retired Judge and lawyer. I do not deal drugs. I am not senile. I just need to close my account.

Y'all don't care, I know

My daughter sold a car and went and deposited a check for $4000 in the bank. The bank cleared the check the next day, so she disbursed the money. It turned out to be a scam and the funds for the check were withdrawn. She is now stuck with a $4000 debt. She went to the bank to deposit $2000 back into the account. She was told she couldn't do that. The account was closed because of fraud. When her husbands first paycheck was automatically deposited from a new job, the bank deposited it. When they went to talk to the branch manager about it, she treated them like they were scum. Like they had tried to scam the bank. She told them that they should have known that the account was only starting to be closed, it hadn't closed yet so they took the automatic deposit. It has left their family with no money to live on for another month. Which they had already waited for a month for their first paycheck. She gave them no compassion, she could have at least said she was sorry this happened. She Talked very condescending to them and said it was their fault. Most banks would try to work with a customer. Not a good reputation for a bank in a small community. I will tell this story to anyone that will listen. Never will I bank with this branch of US bank.

I asked for a supervisor had to wait 6 minutes to then be talked down to absurdly and then hung up by the supervisor in the middle of talking cant ever log in to my account they do this so that you cant go online to pay your monthly payment then charge you a late fee and wont reverse the late fee and have no way to get that credit or fee reversed and the customer service is the worst

We went into a bank and had the worst experience ever!

I was denied and account because of personal feeling i was black and gay

banker Mariana Torres is racist and she lied to us to open account and didn't say it but felt it was fraud after wasting out time . I will be calling corporate to voice the complaint. She was set not to give account to us as black customer who were gay!

Hello my name is Onofre Castro. The reason for this formal complaint is in regards to customer service through phone banking. I spoke to a representative by the name of Lesley (didn't get last name) on Monday July July 23rd, 2018. The outcome was unsuccessful because the issue/ inconvenience was unresolved through her. I did ask to speak to a Customer Servive Manager at the time but there weren't any managers available to speak too at that time. I was supposed to receive a call from a Service Manager within 24 hours and looks like I didn't receive a call nor a voicemail with a follow up. Today I called back with the intent to speak to a Customer Service Manager through phone banking and this time I was able to speak to Richard (didn't get last name) and explained to him my situation leading up to 2 over draft fees. Looks like I received 2 different answers on why I was not able to get refunded the overdraft fees; first reason was because my account was new, and second reason was because there are no refunds on second party errors. I know this can be a case by case situation to consider; I don't think I need to explain myself but about 2 weeks ago my wife and I went through a miscarriage which led to us having an emergency trip to the ER, and follow up appointments. I missed work a couple of times as unpaid absences which set me back 2 days worth of pay. The cost of these trips to the ER which are extremely important for my wife's well being at that time were costly and was definitely nothing else to think about other than to pay for her visits. I am 100% well aware of banking policy and procedures and how my current situation can be misperceived since there's not quite some history in my new relationship with US Bank. My intentions are not to game the system in any way shape or form, I did try paying my phone bill which I was backed up 1 month by overdrawing and paying it back with my direct deposit. The payment was unsuccessful and it triggered 2 OD fees for the intents, now since nothing was covered I also know that there's a possibility to help customers out as a one time courtesy as well. I do want to continue doing business with US Bank but at the same time I would like to know that I chose the right financial institution and not based on refunds but based on Customer Experience. I hope that my choice to open a relationship with US Bank was not a mistake and I would like to know that US Bank takes pride in helping customers succeed financially. Thank you for your time, I will be waiting for a response as soon as possible with a solution to this matter either through phone [protected] or via e-mail: [protected]@gmail.com

I just had a telemarketing call to my company mobile to lower my credit card rates. I tried to press 2 and cancel the request but it transferred to an live person anyway. The person calling cursed me a couple of times before just hanging up. I returned the call and it was answered as USBank. Might be something you want to check into. Number that made the call was [protected].

Your fees are absolutely ridiculous and greedy if I don't have any money in my account and you charge your monthly fee why should I be overdraft if the money wasn't there to begin with your all greedy asf and i'm beyond pissed thanks to you all half I my check is gon due to y'all con artist [censored] I hate u. S and want the quickest way away from y'all all y'all do is steal money from family pathetic!

I scheduled a 2pm appt at the US Bank branch on 4500 south in Salt Lake City. I received multiple texts in advance informing me of what to do if I needed to change my appointment or reschedule. I suppose so that I wouldn't waste their time. I arrived 5 minutes early, the banker was busy "helping another customer". I was told by a teller that she'd be another 15 minutes and that someone had called in sick so I'd have to wait. I waited 30 minutes then asked how much longer it would be. I was told I'd have to go to another location to be helped. I took off work, set an appointment so that it would be within my time limit. US Bank is too busy to send its customers a text to let them know an appointment needs to be rescheduled by the bank due to being short-handed. Apparently US Bank is willing to waste their customers' time but not their own. Oh, and not once did the "banker" look up, acknowledge my presence, or apologize to me herself. SHAME on US Bank!

On Saturday morning, July 14th, 2018 at approximately 9:20 a.m., Kelly began to assist me with my transaction. While I waited for her to complete my transaction, Marcie was assisting another customer. While the tellers were at their respective computers they were both engaged in conversation with the other customer. There seemed to be a situation with a business transaction of his. Kelly seemed to take it upon herself to look up his information on her computer, then called Marcie over to show her what she found, therefore making me service experience second and delaying my departure from the bank, causing me to be late for another appointment that morning. When I asked her if she was almost done, thinking that there may have been a problem with my account, she replied, "I'm helping you both." I asked for my paperwork back as I had to leave. She then completed my transaction after asking me to update my work situation. I informed her that I wasn't comfortable being treated as a second class customer and that she should serve one customer at a time. I am very disappointed with the level of customer service at this branch in Altoona, Iowa and will consider either doing my transactions in Newton, Iowa or finding another bank altogether. Sincerely, Bruce Baker.

I had an Savings account that closed without my knowledge which gave me a monthly Maintenance Fee of $7 which in turn overdraft my account with an ridiculous amount of $36. I am not sure I really want to continue to bank with you all because that puts a damper on things. I should not have to pay $7 because my Savings account closed in the first. This is an inconvenience for anyone especially me when I could use every dime I get because I am a single parent barely making ends meet.

Date: 7/13/18

Incident:
I have been a US Bank customer for more than 10 years... USB carries my mortgage, checking, savings and credit card accounts. The company I work for (25 years) is two blocks away from the Valencia branch at 28313 Newhall Ranch Rd, LM-CA-7232. I have been making my mortgage payments there for many years now.
I made my mortgage payment with one of the tellers named Cameron (he was very polite) and sat down on one of the couches with my planner open to make a couple of payments to other companies. Then the Branch Manager Assistant Vice President, Pamela Saenz, came out of her office and asked me from across the branch office if I had been helped. I responded yes and that I was only taking a few minutes and be on my way. She told my from across the office floor (in front of other customers) that I couldn't be there in the lobby "hanging out", which I did not appreciate. The manager made me feel like I was breaking the law or conducting some illegal activities.

Desirable solution:
1) Pamela Saenz Assistant VP should have training in how to treat USB customers. She should have approached me and asked me what business I was conducting at the time. She made me feel like a criminal and I left the branch very disappointed for the first time, at any branch, ever.
2) USB acknowledge receipt and follow up of this complaint.

I encountered issues 5 days ago when I log in to website to check transaction and account balance. So with only 2 options to either call customer service or writing a letter and mailing to them I choose to call. I was met with a person who appeared to hate their job and have NO DESIRE to resolve my issues or offer any type of good customer service. They came across condescending and not only didn't resolve any of my 3 problems gave me advice to use a different means to log on and other solution they offered anyone that knows the basics of technology would know that the problem I'm having was a matter of clearing my cache. I ended up hanging up with a never mind without waiting for a response. My issues are that 1) website is in english except for option of dates is in spanish 2) It continues to tell me I have no transactions for past couple of months I checked even though I usually have 5-10 each week, and lastly requested to have card taken off account that was reported stolen and was told they wouldn't that even though it's no longer active it's still considered associated with my account. That's just crazy and after 10x attempts on website and 1 10 minute conversation with customer support am no further to getting any of the 3 issues resolved.

The insurance on my property increased causing my mortgage to increase. Understandable. US Bank relies on snail mail notifications of these changes instead of voicemail or text. Everyone I know and use for services has text message notifications or voicemail. Because I was not aware of the increase I continued to make the regular payment. It wasnt until I saw an email that said NOTICE that that I became aware of the change. US Bank policy is to hold your payment until the payment amount is reached. Why not at least apply the payment that was made? Their policy could create a snowball effect that some consumers could never climb their way out of. When I called to make the remainder of the payment in order to satisfy their policy, the customer service representatives were unsure and lacked confidence in their own ability to do their jobs. When I spoke to a supervisor, she became hard to talk to and kept repeating the policy. When I brought up suggestions for change she said I could speak to a computer programmer. Time to go mortgage shopping.

I have been a us bank customer for over 20 years. No complaints. Have been great. My daughter has her first job, she is 16. Goes to cash her 300 dollar check and gets told to go to Wels Fargo...? Really? Does us bank not want customers? Not a pesonal check, this is a company check. Latrisha and Paul Ormsby. Look it up. We can change banks in a heart beat. Way to go customer service. You messed up. She is spending her money at wels fargo. We may not be far behind. When I called with my concerns, they said yep. Wont cash a check unless they have an account. How on earth do you earn new business?

Called in to have my Apple Pay activated for SKYPASS Visa card. The representative obviously did not want to help out with verifying my information and pretended to not understand my date of birth. She continued to ask me what my age was even after I provided my DOB - this question obviously wasn't one of the questions she should have asked which I have learned by talking to another representative afterwards. She insulted me by saying since I am not home and out and about at the time of phone call, I could walk into any bank branch in order to Id myself for the Apple Pay which obviously was not the method. It definitely is the worst customer service I have received in a very long time. Please make sure to train your call center reps and have them follow the guideline and not be creative in verifying questions.

Approximately 930am on 7/7/18 I mobile deposited a check for the amount of $1, 138. The first $200 was available almost immediately. I waited for the rest ti clear and it did not so I called customer service to find out why and was told it would clear Monday. It is now Monday and my paycheck has still not cleared so I called again and I'm not told I won't have the funds until tomorrow. I've never had this much problem or run around before about a check. You guys have held MY MONEY for 3 days now and I was also told I have to bring my account current today or I'm gonna get more fees added. K shouldn't have to because I was told I would have the funds today. This has ruined my entire weekend because i was counting on my paycheck for things.

Chris Byrnes
[protected]
[protected]@gmail.com

A few weeks ago I work up to my checking account being negative $221 due to a DBA charge of $366.14. I called immediately once I found out as I was unaware of this charge and I received no notification. Because of this charge I got hit with 3 NSF fees which was credited back to my account. However I already had pending charges on their prior to being notified of this charge and I was charged an additional 4 NSF fees. I've been on the phone for hours trying to get this resolved. I found out it was from an old checking account I had from 2014. However i never received any notification that this was going to be charged to my account. I found out the notification was sent to an old address. My concern is that you have records of my new checking account which is attached to my new addesss however you sent the notice to my old address why? If I was properly notified I would have made sure there were funds in the account. Also you had access to charge my new checking account yet u couldn't send the notice to my new address? I feel that you just decided to charge me this after having this account open with you since December so you can make money off of the fees. I have no problem paying for that charge but I'm very upset that I had a total of 7 NSF fees because of this and only 3 of them were waived this is ridiculous. I also received a copy of the notice finally and it has a date on the letter of 6/26 and in the letter it says my account will be charged on 6/26. How is this notification? I'm requesting that you review the situation and waive the remaining 4 fees please thank you.