Consumer complaint received 2025-08-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: U.S. BANCORP
State: CA

Complaint narrative:
Mishandling of Credit Card Account, Improper Fees, and Deficient Customer Service U.S. Bank I am filing this complaint against U.S. Bank regarding improper fees, mishandling of my account, and systemic failures in customer service that have directly harmed me as a consumer. 

Improper Fees For months, I have been charged fees that I believe should have been removed as a courtesy, especially given my payment history. Notably, I have been charged late fees on the same day my bill was due, even though I subsequently made paymentssometimes above and beyond the minimum due. These charges appear excessive and inconsistent with fair billing practices. 

Customer Service Failures On XX/XX/year>, I called U.S. Banks credit card line at XXXX, entered my credit card number and last four digits of my Social Security number, and was connected to a representative. From the outset, the automated system and live agents created a loop of transfers that obstructed my ability to receive assistance. 

The first representative stated she could not see my account and claimed it was in Collections. When I asked why I had been transferred to her, she simply repeated that she did not have access and needed to transfer me. 

The second representative again took my card number and Social Security digits but also claimed she could not view my account and, without my consent, immediately transferred me. 

I was then placed on a third hold transfer where no representative ever picked up. During the drafting of this complaint, I had been left on hold for more than 37 minutes with no assistance. 

This pattern of conduct suggests that U.S. Banks automated and customer service systems are deliberately designed in a way that frustrates consumers and prevents them from resolving account issues. It is particularly concerning that two live representatives acknowledged they could not see or access my account despite the fact that I provided identifying information multiple times. 

Collections Status Equally troubling is the fact that my account was apparently placed in Collections despite my record of making payments, including payments above the minimum due. At no point was I provided with written notice of my accounts placement into collections, nor was I informed of the legal basis for that status. 

This raises serious questions about whether U.S. Bank is improperly categorizing accounts and subjecting consumers to unnecessary harm, credit damage, and unlawful collection practices. 

Legal References I believe U.S. Banks conduct may violate the following : Federal Law Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq. Requires clear and fair disclosure of fees and charges. Charging late fees on the same day a bill is due may be an unfair billing practice.

Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 Protects consumers against billing errors and requires creditors to investigate disputes in a timely manner.

Consumer Financial Protection Act, 12 U.S.C. 5531 Prohibits unfair, deceptive, or abusive acts and practices ( UDAAP ). U.S. Banks call transfer system and refusal to provide account access may fall under unfair and abusive practices.

Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 et seq. If U.S. Bank is treating my account as being in collections without proper notice, they may be engaging in improper debt collection practices.

California State Law California Rosenthal Fair Debt Collection Practices Act ( Cal. Civ. Code 17881788.33 ) Extends FDCPA protections and prohibits deceptive or abusive debt collection practices.

California Consumer Legal Remedies Act ( CLRA, Cal. Civ. Code 1750 et seq. ) Prohibits unfair or deceptive acts in consumer transactions.

California Unfair Competition Law ( UCL, Bus. & Prof. Code 17200 ) Prohibits unlawful, unfair, or fraudulent business acts or practices, which may include U.S. Banks billing and customer service practices.

Requested Relief I request that the CFPB investigate U.S. Banks handling of my account, including : The imposition of improper fees, including late fees charged on the same day payment was due. 

The systemic failure of U.S. Banks customer service system to provide adequate and timely assistance. 

The improper and unexplained categorization of my account as being in Collections. 

I further request that U.S. Bank refund or remove the improper fees, correct any adverse reporting tied to this Collections designation, and provide clear assurances that their customer service and billing practices will be remedied.

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 non-monetary relief