The Video Evidence
Recorded demonstration showing the bug US Bank claims does not exist.
The Defect Logic
US Bank's ignores the explicitly chosen "Primary Account" during the new payee workflow.
The Corporate "Response"
Internal Reference
CFPB Case #251206-26592082Date Received
Dec 19, 2025
Forensic Analysis
The bank validates that the static 'default account' setting is correct, but uses this as proof to deny a bug report stating that the software dynamically ignores this setting during a specific workflow (creating a new payee). The evidence provided (the setting is correct) does not logically lead to the conclusion (the software works correctly).
The bank argues that because they were 'unable to find any past cases opened regarding the Bill Pay feature,' the reported defect does not exist. The absence of prior reports is not evidence that a software defect is absent.
The bank addresses a simplified argument (checking if the default account is configured correctly) rather than the actual argument (the UI ignores the correct configuration during payee creation). This allows them to easily 'solve' the wrong problem while ignoring the complex bug.
By stating they 'confirmed your primary account... is set to the checking account' and concluding 'no bank error was found,' the response implies the customer's experience is invalid. It shifts the burden of the software failure onto the user's perception, ignoring the step-by-step technical reproduction provided.
Transcript Excerpt
The Critical Failure
The response confirms the "Primary Account" setting but completely ignores the reported behavior: that the system UI overrides this setting during the specific "NEW PAYEE" workflow. By checking the static setting rather than the dynamic workflow, they conveniently avoid acknowledging the bug.
Are you experiencing this too?
Don't let them tell you it's "user error." If your default account settings are being ignored, file a formal complaint with the Consumer Financial Protection Bureau (CFPB) and reference this site.