COLUMBUS, OHIO -- I had a house fire in January. The insurance company made the check payable to me and US Bank. They required me to jump through hoops and took the $66,000 to hold. Before they would release the first draft payment to the contractor they required several documents. I took all the required paperwork and the check to a US Bank in Columbus. This branch over-nighted the check to the office in Kentucky that handles insurance claims. Three weeks after providing them all required paperwork for the first draft, NO MONEY was sent to the contractor to order materials. It took five days of complaining to get the first draft mailed to the contractor.
Now I know their games. So for Draft #2, I faxed the required paperwork and requested the required "visual inspection" before they would release the second draft for the contract. Guess what? No response. Two days later I sent the required paperwork and request again, still no response.
These people are holding thousands of dollars of MY MONEY to repair MY HOUSE. Every day they hold MY MONEY is another day I cannot live in MY HOUSE. In 7 1/2 years I have NEVER been late paying my house payment. I am a good customer being treated as if I did not exist. All the while, they hold thousands of dollars that is not theirs.
DEALING WITH US BANK IS THE WORST EXPERIENCE I HAVE EVER HAD WITH ANY INSTITUTION, FINANCIAL OR OTHERWISE. Once my home is repaired I will be refinancing my home loan. I will never have another thing to do with US Bank.
So, I have a credit card from US Bank, and I log in to make a minimum payment and see that my credit card balance is paid in full and my savings account balance is in negative. Still, trusting US bank customer service will help in correcting this system error that I had no clue of, customer service representatives were rude, sarcastic, and too cocky. I was shocked to be treated in such a way.
I insisted to speak with their manager but wasn't transferred after 30 min of holding. Some guy named "Kent" came on line, I took his employee ID: **. He said he is the manager there. I explained him everything. He was in hurry to get rid of my call and said he will take the necessary actions and will post on my account that this web error was not from my side to get overdraft charges refunded.
Now after spending so much time on the call I go to my bank and the manager at the savings bank says that there are no remarks about anything on the account. This process was repeated twice and all I have got is being pushed from one department to another. Don't trust US bank at all. They do not care about you. All they mean is money... They have no respect for their customers.
I do want to know about and want in on any class action lawsuit against the banking industry. I used my debit card on a Friday evening to pay my cable/internet bill. I made an error in math and quickly went to the bank as soon as they open on Monday A.M. to cover the minor negative balance of $17.00. They still charged me the $37.50 in fees later that day. I am now broke and the cable bill of which they held funds for had not gone through yet as well as 2 other charges. 1 for $14.00 and 1 for $1.50.
So now because they pulled the $37.50 charge money from the held funds for my cable bill for their bank charge, they have now caused a domino effect and I will be responsible for over $100.00 in charges. I will not be able to now pay my rent on time and I am solely responsible for keeping a roof over 6 people heads.
When you deal with U. S. Bank they do not assist in reversing any fees ever over the phone. They force you to go to your individual branch to talk to the manager, which in my case is highly embarrassing as I work for a reputable company in a small town that deals with US Bank exclusively and are not very forgiving on bank charges at all. Read on. I have another complaint about another bank. I will have to eat these charges, but I still think that $37.50 for a $1.50 charge is unforgivable. Especially when you are living paycheck to paycheck in these economic times.
MILWAUKEE, WISCONSIN -- My mother passed away approximately 1 year ago. I am the executor of her estate. She has been a US Bank customer for over 20 years. In settling the estate, we paid all her final bills and withdrew funds down to $100-$200 or so. I called US Bank a number of times to let them know my mother was diseased and that I wanted to close the account (...ever try to get someone on the phone at U.S. Bank???)
They frequently refused to talk with me even though they had copies of my power of attorney for 10 years. Though the account had virtually no usage, they continued to assess charges against the account until it became negative ($125.00). I finally drove to the branch that she normally dealt with, and handed them a copy of my mother's death certificate and asked to close the account. They refused to close the account because it has a negative balance of ($125.00). They also informed me they would report this to the credit bureaus and affect my personal credit.
They have enriched themselves through excessive fees depleting what was left of a deceased woman's account and now want to continue to collect fees well after they were informed of her death. I think US Bank could find a more ethical method of achieving a profit than scavenging the balances of long time customers after their deaths. The "customer service" people (including the branch manager) recited bank policy like a couple of mindless/emotionless robots. They should be ashamed.
US Bank chooses to notify its members by mail instead of email or both. I am a college student and at the beginning of last December I accidentally wrote a check for rent from the wrong checking account. After I went home for Christmas, I went abroad to study in Germany. When I returned to College at the end of January I found a pile of letters informing me of my mistake and telling me I owed the bank approximately $650.00. I have since appealed the charge and received about 50% of my money back. Now the mistake has only cost me $130. I had the money available and if I had been emailed, this charge would be around $27 instead of $130.
I asked a bank representative why they send letters instead of emails and was told that the Bank does not have the resources to send everyone an email. I assume then that US Bank is under the impression letters are cheaper then emails. In addition to being less environmentally friendly the letter system is unethical and exploitive. I would really appreciate an answer to this question of why US Bank chooses to be ethically and environmentally irresponsible by notifying its members of overdraft dues via snail mail instead of via email?
OGDEN, UTAH -- Beware of U.S. Bank and be prepared to be insulted and demoralized when you question their ridiculous fees. What kind of fees you ask, let me tell ya. In the last few months we have paid in excess of $350.00 as U.S. Bank seemingly has an automated system that is smarter than the average banker. The bottom line is all transactions are a strategic manipulation of your money that is simple yet complex and apparently legal.
When questioned the employees justify the ridiculous fees, in excess of $165.00 for a $5.00 ATM overdraft that was permitted even though I don't have overdraft protection, as a courtesy. The only courtesy here is straight to the greedy execs that have the tellers belittle you by making statements such as "it's good you know how to read" in response to other complaints on the web.
Never ever get a new account there and consider moving your money if you currently have one. I wish we would have. We are not trapped and slaves to their apparently legal, criminal, unethical misconduct! Shame on them and the puppets who unluckily landed in their clutches. Karma!
ST. LOUIS, MISSOURI -- On February 7, 2008, I sold a car. On that same day and with the proceeds from the sale, I purchased a cashier's check from my bank, went directly to a lobby teller window a local branch of US Bank and paid off the installment loan. It is now 27 days and counting, and I have still not received a lien release from US Bank. I have called US Bank at least four times during the last 27 days, yet I continue to wait for the lien release.
Also, I learned from US Bank that I have a refund of about $830.00 due to me, which I have yet to receive. Could it be that US Bank treats consumers like this so that they can earn interest on our money while we wait? The person who purchased my car is also waiting for the lien release so that he can get the car registered and titled with the state.
ST PAUL, MINNESOTA -- Just wanted to share with others how US Bank treats their customers. I just want to make it clear how disappointed I am with US Bank's service or lack thereof. I made an online payment on the 20th of January, this was my first online payment with US Bank, and your system indicated that all was well with the transaction, printed out the confirmation of payment.
To my surprise I received a phone call with the rep indicating my loan is past due. What! Well apparently a check digit was missing or something, WOW. Just getting a call now, 14 days later... No email message, no phone message, nothing. C'mon, does US Bank really expect to retain customers by using a really crappy system and then charge the customers for this system through late charges and phone payment service charge? I say no thanks! I'll let you know this, I WILL NEVER HAVE ANOTHER ACCOUNT WITH US BANK AGAIN, OF ANY KIND.
Wells Fargo may be expensive, but at least you get good service!
New in town, I went to a branch of US Bank to deposit my fiance's check into his account. He worked out of state and the checks come in the mail. So obviously he couldn't sign it. I had done this for him many times since he had been away. His paycheck is direct deposit, but the checks he gets for mileage, per dime, etc, the company mailed those. This was one of those checks.
The teller first started to take care of the deposit, then suddenly stopped, held it up, and started waving it around! She was telling me about how due to the patriot act she can't deposit it without a signature. I had never heard of this. I asked when this started, she said "Today, just a few minutes ago!" HA! I replied is asking if I was the first one. She said yes. It got worse from there. She was loud and the man behind me was peering over my shoulder to see what was happening as she expressed he 'concern' over the fact that this check could be fake. The whole bank was looking on. I was bright red in the face and my tongue was on the floor from my biting it so hard.
The amount in the account opened many years earlier stood at a balance 10 times more than the check I wished to deposit. He also had a savings account, and a business account, and a credit card. All in good standing. Anyway... She DID deposit it. So uhhhhh.... why would she do that if it was so called illegal as she put it.
I wrote to US Bank asking if there were any "rules, laws, regulations, standards or practices which prohibit a check being deposited without an endorsement?" They told me that although there are none, "US Bank has the right to refuse a deposit for any or no reason." For "NO REASON" at all they can refuse our money to go into the bank? WOW! That is scary. They said he should put a note in the account that I can deposit his checks. Why, if there is no law against it!?
What makes this scene worse is that a couple months earlier, another US Bank teller in the town we lived in before the move had questioned cashing a check from my finance because my name and his signatures were in different handwriting.
Well, yeah, I wrote my name it. If I was a CROOK, do you really think I would stand in front of the teller and write my name on a blank check?! She called my fiance on the phone, and then was having his signature card faxed over. So if you call him and he says no problem, why would you also need to fax his signature over? Not to mention that I went in at least once a week to deposit checks for him while he was out of town. (I guess this teller hadn't heard of the "Patriot Law' that prohibits THAT!)
I was at the far end merchant counter and she was at the other end, I could hear her and so could everyone else, talking about her suspicions etc. She talked to the account holder, what else did she want!? The whole place watched me as I walked out. She did not cash the check.
I am just a regular person, I dress neat, I'm clean, polite. I was in customer service myself for 30 years. I smile at people. I guess I either have a sign on my forehead that says 'abuse me' or I have a knack for finding these little people with big power.
I later called the manager and we had a nice talk. He told me that whenever I had business at the bank, come right to his desk. So I did. We had some nice talks where I told him that she might need some training to learn tact and diplomacy. And not to talk so loud. He agreed.
Anyway, as for the other branch in our new town, I waited patiently for the day when my fiance was working back in town and we went to US Bank together to close the accounts. I told the woman why, and about the experience. Guess what! She was there that day and overheard the whole thing. She had a talk with the teller right after I had gone because the teller was wrong to tell me all that. She SHOULD HAVE walked right up while I was at the counter. She tried to talk us out of closing the accounts, but our mind was made up. So we opened an account at a local credit union. Anyway... I stay away from the bank.
WASHINGTON -- My husband and I have banked with US Bank now for nearly 6 years. We have had a few minor problems over the years, ranging from our debit cards being frozen the 1st time I purchased something online (they wanted to be sure the purchase came from us) to money being taken from our personal account in error to pay someone else's car note (they returned the money immediately and of course apologized, with the explanation being that it was a miss-key error when entering the bank account info).
3 years ago, my husband started his own business (sole proprietorship) and opened a business account with US Bank. Last July, he merged with another businessman and changed his business type (S Corp) and therefore his business account type changed, which meant he had to close out the 1st business account and start a new one. He had one outstanding check that needed to go through in the amount of 8 dollars and some change, so he left that much in his account and started the new one. He was off by ONE PENNY.
On February 17th, 2007, I had our personal account pulled up online and was paying bills, when I noticed that a charge for $391 and some change had been processed on 2/13/07 with the reason "overdraft recovery" listed. I was puzzled because I have not had any overdraft fees on our personal account since we opened it.
I called Customer Service and had to hang up on the first person I talked to b/c she kept telling me she couldn't even see the charge but would open a "research form" for me and someone would call me back in 3-5 business days. I called back and spoke to another CS rep who seemed to be very helpful. While she couldn't tell me why the charge was on our personal account, she could tell me that it had come from one of the local branches in our city.
I immediately called the branch address she gave me and was informed that there was no one to talk to - it was Saturday and they were closing in one hour - and the only 'banker' onsite was with a client. I asked for a callback immediately and was assured I would at least get a call that day, even if I couldn't come in to speak directly to the banker.
No callback occurred that day or the following Monday or Tuesday, so I again called their nationwide Customer Service and ended up speaking to Melissa in the "research department" who asked me if I had ever had another account with US Bank. I told her I had not, but that my husband had, and explained the reason for the change to his business account.
She then told me that I might want to speak to the "other authorized signer" on my personal account and that from what she could see, it appeared that there was an old account with an outstanding balance that had never been paid but she couldn't provide me with any details b/c her computer only allowed her to look back 90 days! So, I asked her if US Bank was going to keep the $400 they had charged my personal account even though she couldn't really tell me why it had occurred, and she informed me that if I wanted to pursue this investigation, that I could order bank statements and research it myself - this coming from their "research department!"
I called my husband and let him know that we needed to make an immediate trip to the local branch that this had occurred so we both took time off work to do so. We met with a banker, who proceeded to blatantly lie to our faces, by telling us that she too could only see back 90 days and that she would have to open up a research claim and that it may take several days.
By then I was angry and I told her I was not leaving until someone could tell me what happened and how dare they think they can enter my personal account -without even notifying me - and take almost $400 in fees and then they cannot explain it! I also asked her if it was even legal to take funds w/o notifying me and she would not answer my question. She asked us to give her 24 hours to research.
The next day, after we did not hear back, my husband went back to the local branch and spoke to a different banker, who immediately was able to help him (by the way, he was new) and advised him that what had happened was that when he had closed out his first business account, he had been off by one penny, so when the last check went through, it showed a negative balance. US Bank had charged him $7/day on weekdays and $21/day on weekends, EVERY DAY, until they finally closed out the account in October!
My husband asked why he had never been notified about this, we had bought a house in May, and the business account still had our old address on it, but they did have his phone #. The banker didn't know. He stated he couldn't find any record of any attempts to contact my husband. And, the real kicker is, there was over $30 in check card rewards in that account, that my husband had forgotten about, yet US Bank didn't see fit to take the penny from that OR to give him that money.
In the middle of meeting with this banker, the branch manager, Peggy **, came out and interrupted, stating to the banker that our case was already being handled by someone else and that he needed to immediately cease giving my husband information. When my husband said that he already knew what had happened and that all of this mess was over a penny, Peggy stated that she was aware and working on it. He asked if she was working on it, what did that mean, and she told him to come back at 4:00.
My husband called me and I arranged to leave work early to go with him at 4:00 to meet with her. As we were walking into the bank, Peggy saw us and met us halfway to her office, shoved a piece of paper in my hand and said she had taken care of everything and that they had replaced the funds in our account and started to walk us back to the door. I let her know that I wanted details and I wanted some answers and was not leaving until I had both.
We went to her office where she proceeded to tell us exactly what the banker had told my husband, and put on airs that the whole thing was ridiculous and that she was going to be giving some feedback 'up the chain of command' about what poor customer service we had received and this was not what 5 star service was all about.
When she was done, I told her I wanted 3 things in writing: 1. confirmation that this 'mishap' was not going to show on my husband's credit report, 2. a letter from US Bank stating that no overdraft ever occurred and the charge to our personal account was in error and 3. a written statement as to whether or not US Bank is legally obligated to inform its customers that funds are going to be taken from their account prior to the action. Peggy said she would make sure that I received all of these requests.
This was Friday, 2/24/07, nearly a full week since I had first noticed the funds had been taken from our personal account. I followed up by sending written notification via email of our requests on 2/24/07. I have never heard back. At this time, we are severing our relationship with US Bank and I am filing a complaint with the BBB and will not stop until my requests are met.
I wouldn't normally take time out of my day to post a complaint here, filing a complaint with the BBB, or spend the next few weeks stopping direct deposit of my paychecks and stopping all of my online banking, but if I stop and think about the amount of time wasted over one penny, I am utterly disgusted at the thought of doing business with US Bank another day. If someone had told me that this had happened to them, I almost wouldn't even believe it, it all sounds so ridiculous!