Consumer complaint received 2025-11-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: U.S. BANCORP
State: FL

Complaint narrative:
* * FORMAL COMPLAINT TO THE CONSUMER FINANCIAL PROTECTION BUREAU US Bank * * COMPLAINT AGAINST : * * US Bank XXXX. 
Credit Card Department XXXX. XXXX XXXX XXXX, XXXX XXXX Acct # XXXX * * DATE OF COMPLAINT : * * XX/XX/year> # # SUMMARY OF COMPLAINT US Bank has engaged in predatory, discriminatory, and oppressive practices against me as a cardholder, including : ( 1 ) charging an unfair {$41.00} late fee during a documented medical hardship ; ( 2 ) refusing reasonable hardship accommodation ; ( 3 ) refusing to establish a payment arrangement ; ( 4 ) systematically routing me to the Fraud Department rather than customer service, effectively treating me as a criminal suspect without cause ; and ( 5 ) denying me fair and transparent communication regarding my account. 

These practices constitute unfair and abusive conduct under the Dodd-Frank Act and violate my rights as a consumer. 

# # FACTUAL BACKGROUND # # # Medical Emergency and Financial Hardship In XX/XX/year>, I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was immediately rushed to the emergency room and am currently undergoing rehabilitation for injuries sustained in this accident. Due to this medical emergency and related financial strain, I missed my XX/XX/year> credit card payment to US Bankmy first missed payment despite being a long-standing cardholder in good standing prior to this incident. 

# # # US Bank 's Punitive Response Rather than offering reasonable hardship accommodation standard in the banking industry, US Bank : 1. * * Charged a {$41.00} late fee * * during a documented medical emergency without offering any hardship consideration or waiver 2. * * Refused to establish a payment arrangement * * despite my explicit request and clear financial hardship documentation 3. * * Closed my account without proper disclosure or justification * * ( prior incident unrelated to current situation but demonstrating pattern of lack of transparency ) # # # Discriminatory Fraud Department Routing * * Most egregiously, every single time I have called US Bank customer service to discuss my account, request hardship accommodation, or attempt to make payment arrangements, I am systematically routed to the Fraud Department rather than standard customer service. * * This routing is not standard practice. This is predatory targeting. I am being treated as a criminal suspect and placed in a punitive communication channel despite : - Having no fraud flags on my account - Being a previously current and responsible cardholder - Explicitly requesting to speak with customer service about hardship accommodation - Having a documented, legitimate medical emergency as the reason for the missed payment * * I am not in the Fraud Department because there is fraud. I am in the Fraud Department because US Bank is using it as a punitive communication mechanism to : * * - Intimidate me- Create barriers to reasonable accommodation - Treat me as a criminal suspect rather than a customer in hardship - Deny me fair and transparent access to customer service # # VIOLATIONS OF CONSUMER PROTECTION LAW # # # 1. * * Unfair and Abusive Conduct * * ( Dodd-Frank Act, 15 U.S.C. 1681e ( b ) ) US Bank 's systematic routing of me to the Fraud Departmentdespite no fraud allegationsconstitutes abusive conduct that : - Denies me fair access to customer service - Creates an oppressive communication environment - Treats me as a criminal without cause or disclosure - Impairs my ability to negotiate reasonable accommodation during documented hardship # # # 2. * * Failure to Provide Reasonable Hardship Accommodation * * ( CARD Act, 15 U.S.C. 1666 et seq. ) Reputable financial institutions maintain hardship programs for customers facing medical emergencies or temporary financial strain. US Bank : - Refused to waive or reduce the {$41.00} late fee despite medical emergency documentation - Refused to establish a payment arrangement - Offered no accommodation pathway despite my explicit request and legitimate hardship This refusal during a documented medical emergency is unconscionable and violates consumer protection standards. 

# # # 3. * * Lack of Transparency Regarding Account Closure * * ( CARD Act, Truth in Lending Act ) US Bank closed my account without proper disclosure, explanation, or transparency regarding the reason for closure or my rights as a consumer. This lack of transparency violates CARD Act requirements for clear and conspicuous disclosure. 

# # # 4. * * Discriminatory and Predatory Treatment * * The systematic default routing to at present is to the Fraud Departmentdespite no fraudcombined with refusal of hardship accommodation constitutes predatory treatment designed to : - Intimidate vulnerable consumers - Create barriers to fair resolution - Deny access to reasonable accommodation - Treat medical hardship cases as criminal matters # # HARM SUFFERED 1. * * Financial Harm : * * {$41.00} late fee charged during medical hardship without accommodation 2. * * Reputational Harm : * * Systematic treatment as fraud suspect affecting credit reporting and account standing 3. * * Emotional Harm : * * Being treated as a criminal despite legitimate medical emergency and good faith effort to resolve 4. * * Denial of Fair Process : * * Systematic denial of access to standard customer service and reasonable accommodation WHAT I AM REQUESTING 1. * * Immediate removal of the {$41.00} late fee * * from my account 2. * * Establishment of a payment arrangement * * for XX/XX/year> consistent with my documented hardship 3. * * Restoration of account access * * with standard customer service routing ( not Fraud Department ) 4. * * Written explanation * * of why my account was closed and what " fraud concerns '' exist on my account ( given the predatory routing to Fraud Department ) 5. * * Investigation of US Bank 's systematic routing practices * * to determine if this constitutes predatory targeting of hardship customers 6. * * Assurance of fair and transparent future communication * * without punitive or predatory treatment I am a consumer who was injured in an accident, is currently in rehabilitation, and requested reasonable accommodation from my financial institution. Instead of compassion or standard hardship practices, US Bank treated me as a criminal suspect, refused accommodation, and charged punitive fees. 

This US Bank conduct is predatory, unfair, and abusive under federal consumer protection law. I request immediate investigation and remediation. 

Respectfully submitted, XXXX XXXX - Records of phone calls to US Bank and All dates soley routed to Fraud Department - Account statements showing payment history and late fee charge - Any written communication from US Bank regarding account closure * * NOTICE : * * This complaint is being submitted to the Consumer Financial Protection Bureau under authority granted by the Dodd-Frank Wall Street Reform and Consumer Protection Act, 15 U.S.C. 1692, and the Truth in Lending Act, 15 U.S.C. 1601 et seq.

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