US Bank review: Balance transfer credit card

In late 2025, I applied for a balance transfer credit card from US Bank. The purpose of this balance transfer was to pay off a credit card balance at Citibank. I was told by US Bank that it would take up to 12 business days for Citibank to receive the funds. The timing of the balance transfer was critical to me because I was attempting to avoid large interest charges from CitiBank. For that reason, I allowed extra time to be certain the funds transferred on time to avoid the unnecessary interest charges from Citibank.

I watched my Citibank account closely to confirm that the funds had been transferred and near the end of the 12 business days, the funds had not transfer. I then became concerned and called US Bank. I was told by US Bank that the balance transfer information was sent by US mail, and it was likely lost. I was then instructed to resubmit the balance transfer, which would resend the information to Citibank. I resubmitted the balance transfer, but I was not overly concerned with meeting the due date at Citibank because I had built in plenty of time to meet the Citibank due date.

Once again, I looked at my Citibank account, and still no transfer had occurred. After the 12-business-day period ended, I called US Bank, and I was told that the balance transfer was sent to the wrong address. I told US Bank customer service agent that the address was not provided by me and that I simply had to choose which bank I wanted the funds transferred to from a list of options on the US Bank website. At that point, the customer service agent told me that they had been having problems with some of the addresses on the website. I told the agent that this was a serious problem and that a bank error was now costing me significant interest. At that point, the agent told me that US Bank would refund me the interest because it was their error. The agent then told me that the issue would be escalated to a supervisor for resolution and that somebody would be getting back to me.

Several weeks passed, so I called US Bank and asked to speak with a supervisor. I was transferred to a supervisor and she confirmed that they had listened to the call and the promise was, in fact, made to refund all of the interest due to a bank error. She told me that a bank error number had been assigned, and that number was [protected]. She also told me that she would be able to refund me only $50 because that is all her authority allowed, even though I had paid $157.97 in interest. The supervisor told me that this would be escalated to a higher level to refund the remaining $107.97. I then asked if I would have to call back to chase this down, and she said that "it was a bank error and US Bank has a legal obligation to pay the balance".

Several weeks passed, and I had to call again. This time, I was told that I had to provide evidence that I paid interest charges to Citibank, and the only way to do that is by fax. Since faxing is a very rare way to communicate in 2026, I had to go to Staples to pay to have the evidence faxed to US Bank.

Once again, I waited and never heard back from US Bank, so I called, and this time I was sent to a complaint resolution department to a woman named Natasha. Natasha told me that they didn't have any record of receiving the fax, and she asked me to mail the evidence to the bank. I mailed the evidence certified the same day.

Several weeks passed, and as you might imagine, I never heard back from US Bank. I called Natasha and told her that I hadn't heard back from the bank, and she told me that she was no longer handling the case and that I had to start over from the beginning with the customer service department.

After 6 months, and without exaggeration, over 40 calls to US Bank, it is clear to me that the bank's strategy is to wear its customers down with bureaucracy and inconvenience. They have left me with no other option than to escalate this issue to the regulatory agencies to seek resolution.