Consumer complaint received 2021-02-09
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have been having an ongoing issue with the handling of my accounts that I have with US Bank. On XX/XX/XXXX I was informed by Fraud Liaison Department that my accounts were being reviewed by Internal Investigations and suggested that I go to the branch located at XXXX XXXX XXXX XXXX to speak with interim branch manager XXXX XXXX. They stated an email had been sent with my account information and he could discuss the details further. at XXXX I got to the branch and requested to speak to Mr. XXXX , he stepped into the lobby and without verifying ID he began to speak about my accounts. I immediately stopped him and asked for a private location to discuss the matter, his mannerisms were very short as he sighed and invited me to a conference room without grabbing a laptop or anything to access the system to address my concerns. I stated to him that he clearly already knew who I was and I came to get clarification as I found that my debit cards had been switched in the system to different accounts of mine. His reply was that US Bank had decided to terminate the relationship and he had nothing further to offer. I let him know that I was instructed to speak to him and an email had been sent and I'd like to discuss what's going on as I have been left in the dark since Thursday. Mr. XXXX repeated that he does not have to discuss with me what's going on and I only need to know that US Bank is terminating the relationship. I informed him that I was ok with the accounts being closed as I do not like the service I am receiving and being treated as a criminal when I have done nothing wrong at this point I would like to be able to close my accounts and receive my money. Mr. XXXX replied that I have an account with a negative balance and " We don't know how much you will owe us so we don't have a end date we will close the account when we determine no more transactions will occur. '' I asked him to elaborate to me how someone was able to switch my debit card from one account to another and he stated again " US Bank has decided to terminate the relationship '' I repeated that I was given instructions to meet with him for further detail in which he replied that no one would do that because the bank can reserve the right to withhold information. I asked him how was this possible, he replied " Just as you can close your account and not tell us we are able to do the same. '' I then said " For clarification, I have questions - you will not answer for me? '' To which he replied " yes. '' My interaction with him was very demeaning and very degrading, not only did he do absolutely nothing to safeguard my information by verifying my identity, choosing a non private place to discuss my personal finances and refusing to close the door once a office was secured. He absolutely refused me service as if my presence annoyed him. I called the day prior and he refused to get on the phone, and he admitted to not reading the email that was sent from the Liaison advocating on my behalf for information. I left the bank feeling defeated, disrespected and undervalued. I still have no knowledge as to what is going on with my accounts other than seeing my debit cards suddenly being linked to different accounts. My main account has disappeared from my online banking along with statements and the money that was present. To date, there is no ETA for disclosure of information, solution of this internal issue or status of my money being given back to me.

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