Consumer complaint received 2023-05-22
Company: U.S. BANCORP
State: WY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX or XX/XX/XXXX, I went into US Banks downtown branch in XXXX, XXXX  to close a joint checking account a XXXX overdraft protection reserve accounts associated with that account. When asked why I wanted to close those accounts, I stated that I was getting a divorce and no longer wished to have those accounts. The employee did not understand what the overdraft/reserve accounts were, so I explained and even brought up the last XXXX digits of each account on my phone to help. I also explained that the overdraft protection accounts each had {$10000.00} available to use. The employee was able to close the joint checking account and XXXX of the overdraft/reserve accounts. For some reason, she said the system would not let her close the other overdraft reserve account. She continued to try. She noticed that I also had another checking account with a {$2000.00} overdraft/reserve account that goes with it. On XXXX occasions during that bank visit, she asked if that was what I wanted to close and both times I emphatically stated that I wanted to keep the {$2000.00} overdraft protection account. The employee continued to to try and help with closing the other {$10000.00} by asking another employee and sending an email seeking help. She had no success, so she told me I would probably have to call US Bank customer service to get that completed. 

I think it was sometime in XX/XX/XXXX when I called US Bank and asked for that remaining overdraft/reserve account to be closed. The customer service rep. had to get a supervisor to do this, so finally that account was closed. 
I had also been noticing when I checked my account online that my {$2000.00} overdraft protection/reserve account did not seem to be appearing on my list of present accounts. I think it was XX/XX/XXXX that I went into the downtown US Bank branch in XXXX, XXXX  to check to see if my {$2000.00} overdraft protection account still existed. I was told it did not! This was not the account I wanted closed, yet I believe it was just clicked away and closed that day in XXXX, even though I stated twice that I wanted to keep that. I asked if that could be restored. I was told I would have to reapply for that. So, I started that process with XXXX. She also told me that since my daughter is on my account, she would also have to apply. I supplied my financial information to XXXX, and then she said she would send me a link via email for my daughter to apply. The next day, XX/XX/XXXX I get an email from XXXX stating that it would be better to do a low interest credit card for overdraft protection. On XX/XX/XXXX I replied to XXXX and said that I didnt really want another credit card. I also asked if my account currently had any overdraft protection. She never responded. 
The fact that a USBank employee clicked away apart of my account that I cant seem to get back did not sit well with me and has grown more irritating over time. On XX/XX/XXXX I called US Bank customer service and spoke to XXXX and explained how my overdraft account had been clicked away during a bank visit and could I have it restored. XXXX seemed to check with a supervisor more than once during the phone call and tried to do everything she could to restore my overdraft protection account, but in the end she had to say it was not possible. 
I want the {$2000.00} overdraft protection back, just like I had before. The fact that an employee can click it away in an irreversible action is absolutely unacceptable! I should not have to reapply or be offered some other product that I do not want. US Bank is also remiss in sending paper notification of when an account is closed. I also closed a savings account with US Bank and that is the only paper notification I received about accounts being closed. I was only notified on paper for for XXXX out of XXXX closures. That is also unacceptable! I had to find out on my own, by going into the bank XX/XX/XXXX that my overdraft account not longer existed.

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