Consumer complaint received 2025-09-17 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: U.S. BANCORP
State: NY

Complaint narrative:
This is a resubmit of complain # XXXX. We are resubmitting this complaint because the company claimed to have sent a response directly to us about four weeks ago and we have not received it. We opt out of receiving correspondence pertaining to this matter in any manner other than via the CFPB.

I attempted to update the bank account on file for my business using the company 's required procedures. The form they are requiring me to fill out is not being accepted without me providing my date of birth, social security number, and driver 's license information on that form. There is no change in beneficial owner, so it makes no sense to require it to change bank account information. I ordinarily would not object to providing the information ; however, I refuse to send it over ( unencrypted ) email. Despite multiple efforts, this merchant provider has not honored or appropriately serviced my request and has effectively blocked all reasonable channels of resolution. The data security practices need improvement. -XXXX XXXX XXXX : I submitted a XXXX XXXX link with the bank account change form that they insisted I fill out. I did not attach the file due to the inclusion of sensitive personal information ( social security number and date of birth ), which I did not feel comfortable sending via unsecured email. XXXX XXXX XXXX : They responded, saying they can not open links and the case was closed. They instructed me to resubmit the form as an email attachment, without acknowledging the privacy and security concerns raised. -I replied, reiterating my security concerns, and I offered two solutions. I asked for them to proceed with the secure link, or allow me to redact my SSN and DOB since that info is already on file and is unchanged. If neither option is available, I asked to speak with a supervisor. XXXX XXXXXXXX XXXX  : They declined to process the request, citing the lack of an attached form and suggesting that I use a XXXX XXXX in the subject line to encrypt the message. However, this approach only works if THEY originate the email on their servers and I respond to it with an attachment. This approach will not work if I originate the request because the encryption mechanics are on their mail server. I clearly explained that this would not resolve the security issue. My previous work experience involves IT and HIPAA compliance. It is my stance that sending social security numbers and DOB over email violates security and privacy standards under both HIPAA and the Gramm-Leach-Bliley Act ( GLBA ) ( the latter Elavon is subject to regulation under ). It was at this point too that I first indicated I would submit a CFPB complaint based on their refusal to assist on the bank account change. They also said " If you have access to Payments Insider, you can submit the request directly at XXXX XXXX XXXX  '' I was unable to create a Payments Insider account due to some unknown technical difficulty. ( For which they refused to provide assistance ). XXXX XXXXXXXX XXXX XXXX  They closed the case again and refused to offer any solution or supervisor contact, merely redirecting me to Customer Service and refusing to acknowledge the security and functionality concerns I raised. They also refused to help me get the Payments Insider account set up. XXXXXXXX XXXX XXXX : I called and spoke with someone about getting my Payments Insider account set up. The person I spoke with on the phone initially told me I should be able to upload the account change form on their website. After the hassle of getting the website set up, there was NO WAY for me to upload any form on their website. When I called them back, they told me I could ONLY send it through email. I did not feel comfortable sending sensitive information via an unencrypted server. I also do not understand why they wasted my time in getting a Payments Insider account set up when that was never a valid solution. XXXX XXXX XXXX  : I had submitted a negative survey experience indicating that their support staff was not well trained and dismissive of information security concerns. Later that day, they acknowledged our concerns, but only simply stated that there was no fax number for the team to receive the request. They gave a suggestion to reach out to XXXX ( through whom the account was set-up ) ; however, XXXX does not have any additional facility to submit the request since the merchant change team refuses fax submissions.

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