Consumer complaint received 2025-02-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: U.S. BANCORP
State: MA

Complaint narrative:
Subject : Complaint Regarding Discrimination in Credit Card Application Process To : Consumer Financial Protection Bureau ( CFPB ) Date : XX/XX/year> Complaint Against : XXXX XXXX Nature of Complaint : Discrimination in Credit Card Application Process Based on XXXX and refusal to provide reasonable accommodations under the Americans with Disabilities Act Description of Events : XXXX Credit Card Offer and Initial Contact : I responded to a credit card offer from XXXX XXXX XXXX XX/XX/year>. On XX/XX/year>, I received a voicemail from " XXXX '' with Fidelity Customer Authentication Services. The voicemail instructed me to call a specific number ( XXXX ) to verify my application ( Application ID : XXXX ). The transcript of the voice mail is as follows : Hey this is XXXX calling with XXXX customer authentication services This message is for XXXX We need to discuss an important matter with you Please call us at XXXX for further verification and reference application ID number XXXX when you call in When the office Monday through Friday from XXXX am To XXXX XXXX Central Standard Time in any representative can assist you Thank you and have a great day XXXX. Excessive Wait Time : I called the provided number at XXXX XXXX Eastern Time on XX/XX/year>. I was placed on hold for XXXX minutes before a representative answered. From this can I reasonably conclude that XXXX does not issue credit cards to consumers who due to medical conditions can not stay on the phone longer than XXXX minutes. 
3. Lack of Transparency and Refusal to Provide Name : The representative 's name was either not initially provided or they were not clear in stating their name in a way that the customer is able to understand it, and they refused to provide their name upon subsequent requests.

4. Unreasonable Time Limits and Denial of Reasonable Accommodations : The representative inquired about my driver 's license expiration date. When I requested time to locate this information, I was granted only two minutes. 
I requested reasonable accommodations under the Americans with Disabilities Act ( ADA ) to extend the time for me to check my drivers license information to XXXX minutes. 
The representative placed me on hold and after the hold instead of granting me additional time instructed me to fax copies of my driver 's license and social security card to XXXX. They have not provided me with a fax number and have not provided me with alternative methods to securely and confidentially submit the requested materials to XXXX. 
When I explained that I do not have access to a fax machine, the representative suggested I visit local businesses ( it was not clear to me what those businesses were since I did not recognize their names ) to fax the documents. 
When I reiterated my request for ADA accommodations, the representative abruptly ended the call. 
Allegations : I believe XXXX XXXX discriminated against consumers based on the XXXX status by : Imposing unreasonable time constraints and denying reasonable accommodations as required by the ADA. 
Failing to provide accessible options for verifying my identity ( e.g., alternative methods to faxing documents ). 
Providing poor customer service with excessive wait times and a lack of transparency regarding representative identity. 
Requested Action : I request that the CFPB investigate this matter and take appropriate action against XXXX XXXX for violating the ADA and engaging in discriminatory practices. I also request that XXXX be required to : Review and revise their credit card application process to ensure compliance with the ADA. 
Provide appropriate training to their employees on XXXX rights and customer service for individuals with XXXX. 
Issue an apology to me for the inconvenience and distress caused by their discriminatory actions.

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