Consumer complaint received 2023-04-29
Company: U.S. BANCORP
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
On XX/XX/23 I closed my credit card account with Elan Financial Services/Fulton Bank XXXX The balance outstanding was paid in full XX/XX/23. Since this time the account has been in a constant state of " We are in the state of closing your account ''. I can't seem to get the bank to close my account. There are no outstanding issues or balance on the account and every time I phone the automated system states that " The account is in the process of being closed ''. Well how many months does it take for that to occur. I want to be completely rid of this bank and everything that has to do with it, but the bank simply will not officially close the account. I have received a letter from the bank stating that the account is closed. My credit reports seem to be all updated stating that the account was " closed by consumer '' and showing a XXXX balance all in good standing. 

I have phoned the customer service department multiple times and have spoken to supervisors and managers who have all given me different answers to why the account is still showing " Your account is in the process of being closed '' it just doesn't make any sense. 

What in the XXXX do I need to do to get this thing closed down. When I called this week I spoke to a supervisor in the customer service department by the name of XXXX or XXXX who told me it could take several billing cycles to close which made absolutely no sense since there's absolutely no reason to keep it open. 

I called again tonight XX/XX/23 and after entering my cc number into the system my call was diverted to the FRAUD department and I didn't know that was the department I was speaking to for about 25 minutes when the woman admitted she didn't know what the procedure was for account closures?. I was so confused at this point why was my call getting channeled to the Fraud area since the account was closed and I was just wanting to verify that they had officially closed it. She transferred me back to the customer service department and I spoke to a supervisor by the name of XXXX and she told me that the account was " closed '' eventhough the automated system was telling me that " The account was in the process of being closed ''. Everytime I've called customer service to get an answer to why they can't close the XXXX account it's a different answer every time with answers that are strange and bizzare, none which are consistent with anyone else 's answer. I'm still unsure at this point whether the account is open or closed. 

She said that she didn't know who put a Fraud block on my account but it appears that eventhough I verified my account twice when I spoke to XXXX or XXXX earlier in the week that XXXX went in and requested a Fraud block on the account for reason I have no idea why. I verified the account twice what in the XXXX else did they want. 

I've had numerous accounts of this financial institution blocking my account with Fraud alerts because they didn't think they were speaking to the right person and I've addressed that in previous CFPB reports and I'm getting sick of it. You can verify your idenity until the cows come home with these people and it still wouldn't be good enough. It is so frustrating and aggrivating and I know they are doing it on purpose to XXXX XXXX XXXX XXXX XXXX 

XXXX removed the Fraud block from the account eventhough it's closed but once again had to go through the verificication process all over with codes being sent to my cell phone etc. These people have just proven that they are all idiots and want to make their cardholders lives a living XXXX.

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