Complaints

This profile includes complaints for US Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  US Bank

  Minneapolis, MN 55402-7000

  
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  U S Bank

  8 E Main St Lucas, OH 44843-9701

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  U S Bank

  85 W Main St Shelby, OH 44875-1205

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  U S Bank

  222 E Smokerise Dr Wadsworth, OH 44281-8277

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  US Bank

  101 W Main Street Hillsboro, OH 45133

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for the Kroger Mastercard in October of 2024. I applied online and the offer they were running at that time, and are still running, was that, once approved, new cardholders that spend $500.00+ on their Kroger Mastercard during the first three months will qualify for a ****** statement credit on their account. Once I was approved and issued my card, I made a point to charge over $500.00 on my new card so I can get the promised $****** statement credit. This was one of the main reasons I applied for this card.After 4 to 5 months goes by, I kept watching for the promised statement credit to come through on my account, but it did not. I made a few calls to card holder customer service to get info on why I hadn't received the statement credit yet. Basically I was told by two agents that they didn't know why I didn't get it and i was told I would get a call back from a supervisor within 24 hours. I never received any call back. They sent me a letter stating that I needed to send either printouts or fax the front and back of the brochure with the offer on it. Well, I no longer have the brochure but their offer is clearly posted at the top of the landing page at ********************. I printed this page out, circled the offer and mailed it to them. The offer is also posted at Kroger fuel center gas pumps.The letter I received back " Generic offers, such as those on websites, magazine ads or flyers aren't eligible for this type of review"This doesn't make sense because what I sent them was at the top of the landing page, in bold print on the kroger mastercard website!I just want my $****** statement credit that I was promised and have not yet received. I have a case number. Its #********.

  

  Business Response

  Date: 06/13/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the promotional bonus offer. U.S. Bank has confirmed that a verbal contact was made on 06/12/2025, and necessary steps were taken to address your concerns. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around May 19, 2025, I opened both a business and a personal account with *******. The accounts were approved the next day, and I successfully set up online banking credentials and received a debit card.A few days later, I deposited a check for $1,390.45 into my account. The check was issued by ******* using a legitimate, certified software for e-check payments (an online e-cheque writer). I sent him the link, he verified the transaction, and I printed the check before depositing it at the bank.However, after depositing this check, the bank rejected it (possibly due to their policy on electronically printed checks), and then disabled my online banking credentials for both my business and personal accounts. I have not been able to access either account since.Both my ********************** account (which has $100) and my personal account (which has $25) are now inaccessible. I have contacted the bank multiple timesvia phone calls to their main support lines and the branchbut received no resolution. The branch phone number they provided rings without an answer, and no one calls me ********* agents have given me conflicting information:Some claim my accounts are closed.Others claim my accounts are under ********* one has given me a clear explanation or provided any proper assistance.This situation has caused significant confusion and stress. I am unable to access funds I need for both personal and business purposes. The bank disabled my account access without any formal notification or confirmation, leaving me without online banking access to both accounts.I am requesting:Immediate reinstatement of my online banking access so I can manage both my business and personal accounts.A clear, written explanation of why the check was rejected and why my accounts were disabled.I expect US Bank to address this matter quickly and restore my account access immediately.

  

  Business Response

  Date: 06/23/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding being unable to access an online account. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/20/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

  Customer Answer

  Date: 06/24/2025

   I am rejecting this response because:
  
  
  
  
  you send two letters maybe this one is for personal account and you already send another letter for business account as well but I did not receive the previous letter maybe you send it in may can you please check, I am unable to login to both account its is because of a check I received from my customer and it got returned I don't know why I also being scammed by the customer he send me check using onlinecheckwriter.com he said this is a certified and legal software I just have to print the check and deposit it I did and my accounts got closed, I did not even start my business with the account and this happened\, I am new in US banking and these are my first accounts in USA I don't know about the rules you should give me one warning but you directly closed both accounts I try to call the branch no one pickup the call and tried customer support several times they said the accounts being closed and they cant provide any other information I have to wait its been more than 3 weeks now 

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have a scam setup where they are telling customers if they spend $1000 in 3 months they can get a bonus. However, they have their system setup so customers after getting the card cannot meant those terms. I wasted 2 hours in ***** club trying to spend under my credit card limit and it kept getting declined. I had planned to pay off the credit card this month like i do all my cards but they are saying i am trying to use to much credit even though its under my credit Limit. I of course have to spend 1000 in 3 months so the transactions are OF COURSE going to have to more then a few dollars. I proved its me trying to use the cards i only ask to be able to use it.

  

  Business Response

  Date: 06/05/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the promotional bonus offer. ********* has confirmed that a verbal contact was made on 06/04/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

  Customer Answer

  Date: 06/05/2025

   I am rejecting this response because: I have no clue what they are talking about and what they are saying is untrue.. They called (Woke me up) and said they would being doing nothing. They are aware that its me the card holder trying to do this legal transaction and under my credit limit and will not allow me to do so. I would like to point out this is not at some shady company, *** ***** club. I will be trying my best to still do my part of the terms but if i am unable to do so its because they have made it impossible for me to do so.  
  
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issued a **** debit gift card as part of a refund for overpayment, or perhaps a promotion. I believe it was from a telecommunications company, such as Xfinity or *******. I do not know the amount of the card. HOWEVER, the problem is that whether I go to the issuing financial institution's (US Bank) web site or call to activate the card by phone, the systems do not recognize the card's 16 digit number and the security code. I am then prompted to contact the bank. HOWEVER, despite me having all the correct info on the card, they refuse to help me unless I know the original amount issued on the card, or a recent transaction. I do not know this information. They then tell me my only recourse is to MAIL a written complaing. There is no way to contact them via email. In short, ******* makes using their rewards cards impossible. It is a scam that I'm sure discourages most of their gift card holders from pursuing. However, I'm determined to find out my balance and to use it.

  

  Business Response

  Date: 06/17/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the gift card. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/13/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a ********************* through ********** made every payment on time, and returned the vehicle on time on 4/24/2025 (well under the mileage limit), yet ********* has continued to charge me and recently sent me a letter stating that I had not returned the vehicle. The letter contained a phone number at which I am unable to get through the menus to reach a person.I would like ********* to acknowledge receipt of my vehicle and refund the one month's inappropriate lease charge. Since it's impossible to reach a ********* representative, I am forced to file this complaint.

  

  Business Response

  Date: 06/17/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the end of the lease term. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/13/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that i was in Foreclosure due to financial issues and losing my job. They placed me on an Unemployment Forbearance, only to cancel it months later for no reason. I was advised by *******, that I could be placed on a Modification with payments and that the Foreclosure would be stopped in an effort to save my home. I was sent Modification documents that required me to get a notary. I used a US BANK assigned Notary through Service link. The notary came to my home I signed my documents, and the notary took my documents to send via **** I was told a couple weeks later that there was an error on the documents. They stated the Notary put the wrong date. (No error of mine). I was told new documents would be sent to me, to do the process all over again. I was eventually sent new documents and again i used Service link (the ******* assigned Notary). *** ****** came to my home on 5/27/2025, I again signed my documents, she notarized them and took them again to be sent **** I confirmed that the documents were received by ******* on 5/28/2025. On 5/30/25 I received a call from ******* stating they still had not received the documents. I have already confirmed they were received and have the proof of delivery which i advised the representative. I called back and spoke with someone else who then said, they received the documents, but that ******* made an error on the documents and would be sending new ones again. I feel this is unethical and purposely being done to Foreclose on my home. I would like the Modification to be processed and completed to bring me out of Foreclosure. This is very unprofessional and feels calculated and untrustworthy.

  

  Business Response

  Date: 06/17/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the Mortgage account. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/16/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a Business Essentials Checking Account with ********* at the *******, ** branch on April 3, 2025, for my company, **************. On April 22, I deposited a $5,000 check from a verified ********* client. Shortly after, my Zelle access was suspended, and I was denied access to my funds. Despite providing all requested identity verification documents on May 23, 2025, including my California driver's license, Social Security card, utility bill, and business lease, the bank's back office claimed I had filed an identity theft claim and refused to release my funds. I have never filed such a claim. This situation has caused significant financial hardship and emotional distress.

  

  Business Response

  Date: 06/11/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a hold being placed on the account and being unable to access funds. ********* has confirmed that a verbal contact was made on 06/10/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called your CS **** at the end of ****** to verify ******* *** trx payoff amount which would end in ******. She told me it was $903.56. I adjusted my last 3 payments to this amount so that the balance would be paid off. She was WRONG. Credit Cards are YOUR business. I adjusted my monthly payments based on what she told me. I will now have an outstanding balance of $1226 for the ******* balance transfer ending in June 2025. Yes, I get the statements, but I have added 2 other, later *** trxs to this account and wanted to double check the payoff balance for the *** Trx created in October 2023.I spoke on Sunday 5/25/2025 to ****** and *******. They just kept reading the same script: NO, you could not extend this balance trx for 2 months. Terms and Conditions, blah blah blah. They overtalked me throughout both calls.They would not listen to actually understand IT WAS ABSOLUTELY US BANK'S FAULT FOR THE INCOMPETENT US Bank CS GIRL I spoke to at the end of March 2025 for giving me the wrong payoff amount to begin with. ****** had kids running around yelling in the background. She only kept reading her script. You may as well have had a recording on a loop.She escalated my call before she hung up on me. Someone called within 5 minutes after ****** **** up on me. I did not pick up that call. I was still livid. The vm was cute. I could call a toll-free number and that anyone there would be happy to help. ****. Need person who can thinkg for themselves. In my experience with *******, that isn't possible.*I'm making a formal complaint to ******* so they can admit they were wrong: * I was given incorrect balance payoff information wherein I adjusted my payment amounts toward ***** *** trx payoff; resulting in a past due balance for ****** statement end date for the October 2023 *** Trx. *That I receive 3 extended months for ***** *** trx, with 0.00% APR while those payments are being made.*that NO current *** trxs will be affected from this dispute.

  

  Business Response

  Date: 06/17/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the Payoff balance. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/13/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was Saturday, May 24, 2025 at the *** machine at the ******* location in ******* on the corner of ****** and ***************, *********, ****. I went to withdrawal $500 from ******* and I could not find where the 500 came out. Im a senior citizen. It took the money back in the ban machine. The bank was open and the manager was there. He was very rude and unkind. He wouldnt answer any of my questions. He told me to call the one 800 number and did not even give me that which I did immediately they told me my $500 could not be gotten back because they use a third-party provider and they have to go through an investigation to get it back. I like many senior citizens live in part off of Social Security income. So when I tried to file the complaint on Saturday, they told me that I couldnt file it until the next day. I called the next day and the woman said that wasnt true. They couldve filed it for me on Saturday. I dont know what goes on with them Here we are it is Thursday and my money has not been refunded. Seems to me all they needed to do was count the money in the *** which Im sure someone does and no it was $500 over. Plus, they have cameras there that record everything.I have friends that use other banks that have done something similar and their bank got their $500 back the same day Because it was a holiday weekend. I wouldve understood if I had to wait till Tuesday what was further upsetting for me was the fact I called A ******* I got a third-party answering service offshore. Nobody wants to give their banking information to another country and a person there that could not be held accountable. Ive been a member of ******* for many many many years and I find this completely unacceptable. Their customer service has gone way downhill. It should not take 10 days to get your money back from an ***, especially with cameras and the ability to count the money. I advise anyone to never use *******.

  

  Business Response

  Date: 06/03/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a dispute. ********* has confirmed that a verbal contact was made on June 2, 2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have savings & checking acct with USBank. In April, there was a mobile online transfer between my savings and checking account that I didn't authorize. When I called in, they looked into it and told me it was fixed. 2 days later it happened again. I spent 2 1/2 hours on the phone with a supervisor who assured me that it was fixed and wouldnt happen again. On May 27, an automatic transfer of ***** was transferred from my savings into my checking that I did not authorize. I called and spent another 2 hours on the phone with a supervisor who had me go through everything on my account and said she escalated the problem to IT but refused to let me speak to anyone in IT or Fraud so I can try to find out who is doing this and why it isnt resolved. Again she assured me it was fixed and wouldnt happen again. Today I get up & look in my account. ***** was transferred from my checking into savings, like the other 3 times and like I was assured wouldn't happen again. I called in AGAIN & asked for a ****************** answered the phone, only to begin with a lengthy useless conversation. She refused to transfer me AGAIN to anyone for help. I am being put through the same elementary steps again, all steps I have already done and she is refusing to help me unless I go through them again. They sent me an ********* went through the ********** isnt working, the instructions they are giving me are impossible since those items don't even show up on the app so I can't possibly do them! She is still refusing to transfer me unless I go through them AGAIN. I refuse to talk to her, she is condescending and rude and is sitting on the phone right now in dead silence because I refuse to go through these steps again, give her full access to my account online because I do not want her having access to anything of mine. I do not trust her, I want nothing to do with her. They are transferring money between my accounts without my authorization and refuse to stop and I want an investigation done

  

  Business Response

  Date: 06/13/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding Transfers and customer service. U.S Bank has confirmed an investigation was completed and a letter detailing the resolution was mailed on 06/12/2025. Please allow time for the letter to be delivered by the USPS. U.S. Bank followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at (888-342-5733). Our team will be more than happy to help address any concerns you may have.