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March 2024 by Chris M.
My name is Christopher a United States Marine Corps disabled combat veteran who has been a loyal US Bank customer for 12 years. I have been recently discriminated, violated, and taken advantage of by US Bancorp which several banking federal regulations have been broken. US Bank is the only bank that I know of that has their military status documented and singled out on their account profile. My son Sebastian went to the local gym and lost his wallet. When Sebastian realized it was lost, he also saw 2 unauthorized transactions from Circle K. Sebastian and my wife called US Bank on February 3rd. The bank representative refused to open a claim for the unauthorized pending transactions. Regardless if the transactions are pending, the available balance is reflecting the unauthorized charges therefore Reg E kicks in to protect the consumer. Once the consumer is effected Reg E kicks in. This is why the big banks Chase and Bank of America changed there process to protect there clients and stay out of regulators view. US Bank has failed to protect there clients and take this avenue. After I realized my son was denied to open a claim which is all on a recorded line, please review the call. I called and opened a claim on February 9th. Per Reg E Provisional/Temp credit or claim resolution should be completed by day 10. Its March 4th and I just received my provisional credit this afternoon. Provisional credit was given and verified on day 15 which is a clear Reg E error. How can US Bank allow this? What kind of controls and processes does US Bank have to catch this? Nothing because it happened to me! Then US Bank made another HUGE ERROR. They unjustly and falsely DENIED my claim without a adequate investigation. Per Reg E a adequate investigation is required to review the unauthorized charges I am reporting. I wrote US Bank February 26th to escalate and inquire about my claim. I did get a confirmation of my email. I was expecting a 24hr to 48 hr response. I have received No response. I called and the representative agreed and fixed the claim issue caused by US Bank. The representative also agreed that Reg E was broken several times in this claim process which is all on a recorded line. My concerns are the facts here. US Bancorp failed to initiate a claim when a client called in to report fraud. I was not been paid provisional/temp credit in the day 10 time frame. US Bancorp failed to perform a adequate investigation to see the Fraud on my account. They made a bank error and accidentally denied my claim. Us Bank was given several times to correct but still has yet to make things right, breaking several federal regulations. Now my son is finding hardship due to not being able to make his payments which now UDAPP is affected and kicks in. These banks take advantage of their clients and fail to protect them from these federal regulations. Once you review my case you will clearly see Regulation E was broken here on several occasions. I was given false information on almost every call which you will hear. No one in the call center understands Reg E which is a huge concern. What frustrates me the most is I was promised a call from a manager and was never called until 3/6/24. On 3/6/2024 I spoke to Brittany from US Bank Corporate Escalation team and she confirmed Regulation E was broken due to their system error. I was given Provisional credit on day 15. She offered me small compensation and I countered. I am awaiting for US Bank Regulation E legal teams response. This is so unacceptable for big banks to take advantage of consumers and especially disabled veterans. The Federal Government put these regulations in place to protect consumers? US Bank needs to put processes and controls in place so this never happens again. US Bank needs to be accountable for there mistakes and errors. My concerns are the facts here. 1. US Bancorp failed to initiate a claim when a client called in to report fraud. Clients available balance is effected by the fraud. 2. I was not paid provisional/temp credit in the 10 day time frame. I was given provisional/temp o
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November 2023 by Rob C.
The staff is always friendly. If you just want to go inside and do your banking sure but it's going to be a trek to get in and get out especially if you park in the parking structure below. It can turn into a maze so watch out because the clock is ticking as soon as you take the ticket to enter. They validate parking here but keep a track on your time because if you don't have enough validations then you're stuck. Honestly if you have a friend drive with you you're better off because this is sort of a two person operation here if you want to get in and get out. It's a one way street in fifth and you may not be so lucky on grand. Like i said an adventure to get here. But it's a beautiful building to go to and soak in when you visit. Good luck.
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August 2023 by Caroline H.
My husband open account with US bank a few weeks ago. He is disable and gets direct deposit from SSI. They closed my husband account for no reason, and didn't allow him to access any of his funds from his deposit. We are being evicted, and we really needed his money to pay rent. They were very rude to him inside the branch and told us they would mail us a check in a week or so. We live pay check to pay check. Please never make the mistake to trust this bank with your money.
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November 2021 by D'Janai M.
This place is a whole joke lol. Definitely the most terrible first impression I've ever had with a banking institution ever. I worked in a bank before and on our WORST day our customer service was nothing like this. I am a new customer trying to establish my account and this branch is the designated branch assigned to my account (per customer service). I opened the account online and never got any response from them -- mind you it's been 10 BUSINESS days. The 800 customer service agent told me that new accounts are assigned to the branch closest to the address you put on your application. He said the business banker should have been the one to open the account and contact me because it doesn't take as long as the website says it will. He also said that he was going to give me the manager's number, as well as the business banker who was assigned to my account. He gave me the branch number instead, and the business banker's extension, I'm assuming. I asked to speak with the branch manager and told him what was going on. I let him know that I applied for an account, put in all my banking credentials to fund the account, and I've yet to receive any type of correspondence. Not one email, not one confirmation anything, just crickets and all my private information entered in the World Wide Web. I have perfect credit history, so there's no issue with the account not being approved, just lazy bankers not opening incoming accounts. So the manager verifies my social and says that he can see my profile, but he can't see any accounts. He tells me to come in and open my application with them (of course, so you can get commission credit for what I already did online, not fraud at all lol). I tell him no, I don't want to come to the bank, which is why I opened the account online. And that I already submitted ALL my private information to fund the account through the US bank website. I've also never had a bank account with US Bank, so there's no way I could have a profile with them before I submitted this application. He insisted that whatever I did online did not go through, but if it didn't go through, why is my name in your system, hellooo???? He proceeds to tell me to wait the rest of the 7-8 days, which is the next day, because he said the account could generate. Basically he didn't want to help. I told him I didn't want to wait any longer and there's no reason he as a manager can see that I have a profile, is aware that I applied for an account, and STILL isn't assisting me. He insisted that I waited and refused to call either back office or their online business support to locate my application/account. AMAZINGLY TERRIBLE SERVICE. I asked him to give me the phone number to his district manager, and he refused. He said he would only transfer me to his voicemail. I left a voicemail for him and he hasn't returned my call. I called the branch today trying to reach the district manager again and an overly annoying female employee that refused to let me speak to the district manager. Refused to provide the number while she said she was looking at it right then and there. I told her at least 10 times I did not want to speak with her and she INSISTED that she assist me. She even looked up my profile by the phone number on her telephone, while pretending to not be on the phone while she heard me over and over saying hello. You could hear her typing in the background and everything, and then she hung up when I told her I'd be including her in my formal complaint with the US Bank corporate office. Then I called back 17 times and they would not pick up the phone at all. I understand her trying to help, but when something is bigger than you and a customer is making it clear that they don't wish to speak with you, you only make the problem worse by insisting that you assist when your services were not asked for. Trash employees. I have never had such a bad experience with a bank, EVER. I even spoke with the 800 customer support again and talk to
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June 2021 by Mark X.
Update: Someone at US Bank called my local sheriffs department and lied to them that I was suicidal. They had the cops at my parents house for a welfare check. This is unacceptable. Had an issue with the Diamond Bar branch manager a couple weeks ago. I have still not had an update on my previous complaints. My account is now closed and they are not helping me like they said they would. He failed to even listen to the issues I was bringing up and multiple times came back with incorrect info or things I was not talking about. This caused me to have a break down, and due to my ADHD I ended up calling the branch an absurd amount of times just to be screamed at and hung up.
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March 2020 by V V.
I was trying to avoid going into a branch because I was dreading wasting my time having to drive and park at my dtla branch, but I'm glad I did. People complain about parking but at least they have a parking lot with free validation. There are banks in dtla that offer zero parking. Anyway, I went into the bank pretty upset because I had already spent over 2 hours with US Bank trying to get an issue resolved. I sat down with assistant branch manager Marat and branch manager Johnny (I think that was his name), and they resolved my issue within 10 minutes. They were both extremely professional and empathetic towards me and my problem. I highly recommend coming into this branch if you're looking to be helped by people who offer excellent customer service.
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June 2019 by Melissa W.
This review is simply for the aesthetics of the place. I did not go in nor do I use their services. They spent a lot of time making the outside look nice with a fountain and outside seating. They even had a little kiosk (wasn't open by the time I went) that sells waffles and coffee. Kind of reminded me of Rodeo Drive. Took my parents walking around DTLA and we never been up here so we figured, why not explore? They have stairs you can walk up or escalators. The entrance to Skyspace can be accessed here too. $26 per person to get up the viewing tower and $8 for the slide ride. The front of the entrance has a beautiful huge digital screen - if you catch it at the right time there is a beautiful running cityscape of DTLA. Looks like a white pristine palace you would see in a Matrix movie or something like that.
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May 2019 by Sal K.
I mean if u can go to another branch and avoid the craziness of DTLA, you should... But for a branch in the heart of DT, this place is great. Yes parking is bad, blah blah blah, but again all things considered. People are friendly, and service is fine!
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February 2019 by Angie C.
This bank has literally the worst parking lot I have ever seen in LA. If you've ever parked here it's misconstrued on their elevator signs. If you go down to P2 there's also parking on level two upstairs. Huh??? Its beyond the worst parking structure I've ever seen made. Got lost here for 20 minutes trying to find my car. Would never come back.
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February 2019 by Niral P.
I work next door to this bank. They usually take forever but today was particularly bad. There are two tellers. Teller 1 is counting a large sum of cash. Teller 2 takes a customer to his lock box. Teller 2 comes out 10 minutes later stating to Teller 1 he cannot open the lock box and that Teller 1 should help him. Teller 1 drops what she is doing with the other customer and they both go into the vault. Now there are three customers standing around while two tellers are trying to open a lock box. Another lady comes out of the back and instead of assisting the customers in line, she to goes into the vault to help with the lock box. There are now three tellers in the vault helping with a lock box issue while three customers wait in line. I was there for 15 minutes and had to leave because there was no end in sight to their lock box issues. Seriously, how hard can it be to turn a key? To top it off, there was a homeless man with all his belongings sleeping inside and he smelled really bad.
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June 2018 by Schayan A.
This location is a joke...seriously! Every time i come here it takes 10 hours to get something done. They pride themselves on the "5star service " they provide but honestly if this is great service then my name is peter (my name is not Peter). I understand when the tellers take a little bit extra time to talk to clients so they can be more personable but the tellers here seem to take longer out of laziness. They had three tellers that were helping out three clients with their transactions. After the transactions were finished they kept talking dor at least 8 minutes about their lifes. I literally stood in the line and watched them talk for 8 minutes. One of the tellers, a girl in the far back even noticed me and pointed me out to the client she was helping out. It seemed like they found it funny that i was getting frustrated. The indian guy (im indian myself) in the middle finished up with his client but would not call me up. When the girl in the back finished she called me up and she gave the indian guy a dirty look and he laughed and claimed he didnt see me. I understand you guys don't have to be anywhere but some of us are in a rush. Im cutting this review short but overall this bank is not what they claim to be.
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April 2018 by Ann F.
Fast and professional branch. I walked in around 2:30pm on a Tuesday and there was no line at all. I walked up to a banker and got assisted right away. The help I received was very professional and fast. The working AC was also a big plus since it was extremely hot outside. I will also go here for my banking business, even though this is not the branch closest to my home.
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January 2018 by Mike M.
How can a bank charge a person a cashing fee when it's drawn from their own bank? Can someone explain that?
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October 2016 by Scott C.
Both ATMS were out of service and I needed cash for the valet. Really? BOTH ATMS out of service at a flagship US Bank?
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May 2016 by Christian B.
I work to jobs in downtown so I'm frequently coming in. I have never had such great service with every employee there. We are now on a first name basis which is very important to me. Best bank by far.
