Consumer complaint received 2021-10-08
Company: U.S. BANCORP
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I did have a secured credit card with Fulton Bank/US Bancorp with a deposit amount of {$3100.00}. As my credit score grew into the 800 's I started to transition into regular credit cards from secured cards because my creditworthiness didn't warrant secured cards anymore. I phoned Fulton Bank 's credit card customer service department and told them my goal was two fold : 1. A better interest rate ( APR ) a higher credit to reflect my current credit worthiness. What Fulton Bank ended up doing was simply making a transition from a secured card to an unsecured card and simply making transferring the same interest rate and credit limit to this new account. This is not what I asked for, and their terms don't reflect my current credit worthiness. I telephoned the customer service department numerous times and spoke to four or five supervisors and they said that everything was done correctly. I asked to speak to their credit card underwriting department and they informed me not only once but three times that Fulton Bank 's customer service department did not process my credit card request properly. They should have taken a whole new application and upon this being approved and a new card issued it would have reflected a totally new credit limit and new APR based on my creditworthiness. The underwriting department told me that simply making a transition from a secured card to an unsecured card would not have necessarily given me the appropriate APR and new credit line based on my current creditworthiness. I informed Fulton Bank 's customer service of what the underwriting department said and they were adamant that they process this request correctly when clearly they did not basked on my criteria and my goals to switch to a regular Fulton Bank credit card. After numerous hours on the phone and getting nowhere fast with the representatives or supervisors I drove to one of my local Fulton Bank branches here in XXXX, Maryland ans I explained my entire situation as the representatives took notes and the Branch Manager a Mr. XXXX listened in said they would investigate the situation and give me a phone call. About one and a half weeks later I had not heard anything from the branch so while I was doing errands I drove by the branch and spoke to two branch representatives. Since the branch manager was supposidly tied up with a conference call and could not help I once again explained the situation to the two women and one of the women behind the counter kept asking me well what do you want me or ( us ) to do????? and kept asking me to repeat at least twice what the problem was. She was rude and disrespectful to me to the point that I just said thank you and walked out because it was quite obvious that she couldn't of given a XXXX whether this problem was solved or not. I told her that I was there about a week and a half ago they should of had an answer by now but still no help. I was frustrated and angry so when I got home I called the branch and told the bank rep a woman by the name of XXXX I came to find out that I felt absolutely disgusted and sickened by her rude and condesending behavior at the branch and that I didn not want to come into that location and have anyone treat me in that fashion again. I asked that she have the branch manager call me and still no call. I gave her my cell phone number. This woman XXXX refused to give ma an employee id number or her last name and only identified the other woman 's name as XXXX. The branch manager 's name was a XXXX XXXX. A complete clown show by the representatives and a complete lack of professionalism from the branch manager by ignoring my complaint and not returning my phone calls. There were other patrons at the branch and the branch reps tried to make me look foolish and I was not having any of it. I simply walked out and called them from home. I then called Fulton Bank 's c/s department to report what had happened at the XXXX XXXX. branch and spoke to a supervisor by the name of XXXX. I got their bank 's CEO 's information and address as well as some other executive company information from him and informed him that I would be filing a complaint with CFPB as well as sending a personal certified letter to the CEO to inform him of this mess. I have informed Fulton that re applying all over again for a new card will percipitate a new hard pull on my credit report and this can affect your credit score and that since the application was not taken as " new '' I don't feel that they should have to pull a whole new report. It wasn't my fault that c/s XXXX this up.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation