Consumer complaint received 2025-05-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: U.S. BANCORP
State: CA

Complaint narrative:
Dear US Bank, I have excellent credit, and haven't missed a payment on a credit card, or any debt that I owe in over 20 years. I'm in my XXXX 's and own multiple businesses. 

I applied online and was approved for a US Bank XXXX XXXX XXXX XXXX XXXX for XXXX of my businesses, which advertised an 18 month 0 % interest rate, for XXXX of my businesses on XX/XX/XXXX. I received my confirmation that i was approved via email on XX/XX/XXXX. 

The prime reason I opened the card was to complete a balance transfer from a chase credit card, who's promotional 0 % interest rate was about to expire. 
In order to expedite the balance transfer, I went into my local US Bank XXXX on XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX and met with a banker named XXXX XXXX. XXXX. 

I do not remember the exact dates I visited with XXXX XXXX, as my relationship with him started as a walk-in customer, but I met with him several times over the next few weeks to make sure the balance transfer was completed properly in a timely way. 

It is important to note, that i did not personally initiate the balance transfer. 
XXXX XXXX initiated the balance transfer for me in the bank at his work computer. I was very clear with him that that the reason I needed to expedite the balance transfer was because my promotional rate was expiring on my XXXX Credit Card in only a few days. 

XXXX XXXX reassured me multiple times that he would do everything he could to get the balance transferred over to the new US Bank XXXX XXXX XXXX XXXX, with the 0 % interest rate for the first 18 months. 

When I walked out of the bank, he reassured me that everything was in motion from US Bank 's end. He also encouraged me to visit my XXXX XXXX  XXXX in order to expedite things on XXXX 's end. I took him up on that advice and visited my local XXXX branch as well, to make sure they knew that US Bank had initiated the transfer, and asked them to please do anything they could on XXXX 's end to expedite the transfer. 

The balance transfer of {$13000.00} was approved and was processed on XX/XX/XXXX, In anticipation of shifting my monthly payments for this balance transfer I had set up US Bank as a new payee on my XXXX Checking account on XX/XX/XXXX at XXXX. I received a confirmation email from chase on that same day XX/XX/XXXX, that I had successfully added " a new bill pay payee ''. 
US Bank XXXX it's first recurring auto payment of {$500.00} on XX/XX/XXXX This morning, on Monday XX/XX/XXXX at XXXX I received a call from US Bank XXXX me that I had missed a payment on my US Bank XXXX XXXX XXXX XXXX for my business. I told them there must be some kind of mistake because I set up autopay very shortly after the balance transfer went through. As I was speaking to the US Bank Representative, I fired up my computer and logged into my US Bank Account. 

I was shocked when I saw in Red letters that I had missed a payment, and even more confused when I saw interest charges of {$220.00} on XX/XX/XXXX, {$210.00} on XX/XX/XXXX, {$220.00} on XX/XX/XXXX, and a late fee charge of {$41.00} on XX/XX/XXXX. 

I also noticed that my automatic payments of {$500.00} had stopped after only XXXX consecutive payments on the XXXX of the month on XX/XX/XXXX and XX/XX/XXXX. It is important to note that I did not authorize or initiate any changes in the payment schedule. 

I told the US Bank Representative that they must have made some kind of mistake on their end because this credit card has a promotional rate of 0 % for 18 months, which was confirmed in person at the bank with XXXX XXXX when he personally initiated the balance transfer, and that I had clearly set up auto pay for the XXXX of the month. I also told him that I had excellent credit and never miss payments. 

The US Bank Representative proceeded to tell me that balance transfers were not part of the 18 month promotional rate and told me he had to transfer me to a different department if I wanted to try to dispute it. 

After about a XXXX or XXXX minute hold a female US Bank Representative took over the call. She was much less collegial than the first representative. She told me that I had signed up online for the balance transfer and that I never signed up for the 0 % interest rate for the balance transfer, and instead had signed up to pay the full interest rate on the full balance. 

I tried to calmly inform her, that she was mistaken, in that I did not personally initiate the balance transfer, recounting that the balance transfer was initiated by my banker XXXX XXXX at his bank computer at my local US Bank XXXX in XXXX XXXX, thinking this would clear up the misunderstanding and help to resolve the issue. 

It did not. 

She dismissed my recounting of the facts, stating that she was only able to see that the balance transfer was initiated online, and that since I had missed a payment, that I was no longer eligible for any " promotional '' interest rates. 
I asked her to please fix the mistake, which was obviously a mistake on their end. 
I asked her why I would transfer a balance to the US Bank XXXX with a 0 % interest rate for 18 months and choose to pay some high interest rate. 

" That doesn't even make sense '', I told her. I haven't ever missed a payment like this ever. I have excellent credit, which is why I was approved for the card in the first place. 

Please fix this. 

She very coldly restated that since I had missed a payment, that I was no longer eligible for the promotional rate, and that the minimum payment I now owed was almost {$800.00}. 

I tried to reason with her, indicating that I had set up monthly auto pay, which was evident with the consecutive payments on the XXXX of XXXX and the exact same day on the XXXX of XXXX. 

I also told her that I had not cancelled auto pay on my end, and that again, there must be some sort of error that occurred on the US Bank end. 

She coldly repeated that my account was delinquent, and that I wasn't eligible for the promotional 0 % interest rate any longer because I had missed a payment. 

Seeing that this was going nowhere I informed this representative that I would go to the bank branch where the banker initiated the transfer to try and resolve the issue. 

When I got off the phone I did a XXXX search for " US bank stopped my automatic payments without my consent '' and this came up right at the top of the search. 

Headline : US BANK turned off my auto-pay without my knowledge, so I highly suggest avoiding them for loans. 

https : XXXX? XXXX I felt a sinking feeling as I read this headline. 

I then went online and looked up the CFPB trying to see if it still exists, and felt a glimmer of hope when I saw that it still does. 

Please help me resolve this serious issue. 

I simply ask that US Bank affords me the promotional interest rate for 18 months that I was I was promised by XXXX XXXX, the banker at US Bank that personally handled the transfer, so I can make my monthly payments until it is paid off. 

I also ask that US Bank reverse the late fees that I have been charged, in error. 

Respectfully, XXXX XXXX.

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