Consumer complaint received 2026-04-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: U.S. BANCORP
State: NY

Complaint narrative:
b'I am writing to file a formal complaint against U.S. Bank and Elan Financial Services regarding an issue that has severely impacted my access to credit and my personal banking funds.\n\nI have been a long-time customer of U.S. Bank and currently hold XXXX credit cards issued by both U.S. Bank and Elan Financial Services. In XXXX XXXX, I attempted to extend my relationship with U.S. Bank by applying for a U.S. Bank XXXX XXXX XXXX XXXX XXXX XXXX. Following this application, a fraud alert was triggered on my profile. As a result, the available credit limits on all of my U.S. Bank and Elan Financial Services credit cards were reduced to XXXX, rendering all of my accounts unusable. Additionally, I have been unable to access hundreds of dollars in XXXX XXXX XXXX XXXX.\n\nI promptly contacted U.S. Bank to resolve the issue and was instructed to submit identity verification documents via fax to XXXX. I was also sent multiple letters requesting the same documentation. I fully complied and faxed the requested documents multiple times, including my XXXX XXXX XXXX XXXX XXXX, Social Security card, XXXX years of federal tax returns, and XXXX months of bank statements. Despite these repeated submissions, I have consistently been told that my documents were not received, and the restrictions on my accounts remain in place.\n\nI am experiencing a similar issue with my U.S. Bank checking account which has also been placed in a locked status for XXXX months. I have been unable to access or use the funds in this account for XXXX months. I most recently faxed the requested documentation for this account on XXXX XXXX XXXX, yet the issue remains unresolved.\n\nOn XXXX XXXX XXXX, I again faxed all requested documents, including my XXXX XXXX XXXX XXXX XXXX, Social Security card, XXXX months of XXXX XXXX checking account statements, my XXXX and XXXX IRS tax returns, and a cover sheet listing all applicable reference numbers. Despite this, I continue to receive the same response that my documents have not been received.\n\nThis is not the first time I have experienced this issue. In XXXX, I encountered an identical situation where I repeatedly submitted requested documentation and was told it was not received. Only after filing a complaint with the Consumer Financial Protection Bureau (CFPB) were the restrictions lifted. While I appreciated the resolution at that time, it is extremely concerning that this issue has recurred in the exact same manner. I have lost confidence in U.S. Bank and Elan Financial Services ability to properly process and acknowledge submitted documents.\n\nThe relevant reference numbers associated with my case are as follows:\XXXXThe affected accounts are:\nUS Bank XXXX XXXX: XXXX XXXX XXXX XXXX\nUS Bank XXXX XXXX: XXXX XXXX XXXX XXXX\nUS Bank XXXX XXXX: 4XXXX XXXX XXXX XXXX\nElan XXXX XXXX: XXXX XXXX XXXX XXXX\nElan XXXX XXXX: XXXX XXXX XXXX XXXX\nUS Bank XXXX XXXX: XXXX\n\nAs part of this complaint, I have included copies of all requested documentation, including my XXXX XXXX XXXX XXXX XXXX, Social Security card, US Passport, XXXX months of XXXX XXXX XXXX XXXX statements, my XXXX and XXXX IRS tax returns, all letters I have received regarding this issue, and a scan of all of my US Bank and Elan XXXX XXXX.\n\nI am requesting immediate action to:\n\n-Lift all restrictions and restore full access to all affected XXXX XXXX accounts and my XXXX account.\n-Confirm receipt of my submitted documents.\n-Ensure that this issue does not recur in the future due to internal processing failures.\n\nWhile I understand the importance of protecting against fraud, this situation is not a case of fraud. I have provided all requested documentation in a timely and thorough manner, yet I am still unable to access my credit. This has caused significant inconvenience and disruption to my financial stability.\n\nSincerely,\nXXXX 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