Consumer complaint received 2023-05-23
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/XXXX : My sister passed away Late XXXX : I met with attorney. Advised to keep one account open to receive any checks in sister 's name only. 
I notified US Bank via phone and spoke to XXXX XXXX to inform them of her death. 
XX/XX/XXXX : I went to XXXX branch of US Bank. I was told no beneficiary was listed on the checking account. They told us no further new transactions could come out of account and only pre-existing auto-pays such as her mortgage and utilities would continue. They told us the rest would have to go to probate. the plan was to request a small estate recovery once all checks had been deposited from sale of house. 
XX/XX/XXXX : ( date on letter ) XX/XX/XXXX : ( date of my phone call ) I received a letter stating that my stop payment request had been received. I never made any such request and obviously neither had my sister so I called to confirm they were aware she had passed. They would not discuss any information on the checking account or even discuss the letter but confirmed they were aware she had passed ( they transferred me to XXXX XXXX twice ). They did confirm no new business could come out of account. 
XXXX of XXXX : The house sold. 
XXXX and XX/XX/XXXX : Receiving checks from sale from real estate taxes and unused insurance. 
XXXX XXXX : Received statement from US Bank which showed an unauthorized withdrawal on XX/XX/XXXX of XXXX, XX/XX/XXXX of XXXX and XX/XX/XXXX of XXXX. I called US Bank again and once again directed to XXXX XXXX and told would sort these out once probate happened. 
XX/XX/XXXX : I spoke to attorney and started probate proceedings. 
XX/XX/XXXX : I received a statement from US Bank which showed an additional XXXX withdrawn on XX/XX/XXXX. I once again called and this was a repeat of earlier conversation. 
XXXX XXXX : I received statement showing unauthorized withdrawal of XXXX on XX/XX/XXXX. I did not call this time. 
XX/XX/XXXX : Probate hearing for small estate in XXXX XXXX XXXX. 
XX/XX/XXXX : Received paperwork from court. 
XX/XX/XXXX : Had an appointment with branch manager at XXXX XXXX. I presented my paperwork and was told I could only have what was left in the account. I wanted to discuss this further with the attorney. They assured me the account was truly frozen and no further transactions could occur ( even pre- arranged autopays ). I noticed even the XXXX to patreon my sister had coming out of the account stopped at this time. 
XXXX XXXX : I received statement showing another unauthorized withdrawal of XXXX from the account on XX/XX/XXXX. 
XX/XX/XXXX : I received Notice of Insufficient Funds in mail. They had actually given out more than what was in account. 
XX/XX/XXXX : I called and reported all above to OCC. 
XX/XX/XXXX : I filed my complaint. 
XXXX : referred my complaint to you by OCC

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