Consumer complaint received 2023-05-08
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
US Bank
U.S. Bancorp Center XXXX XXXX XXXX XXXX XXXX XXXX

XXXX XXXX XXXX XXXX Corporate Switchboard
XXXX XXXX Customer Service
XXXX  - Cardmember Service Fraud Prevention Department
XXXX  - Cardmember Service Fraud Prevention Department
XXXX  - XXXX XXXX (Social media guy that threatened me)
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX


Personal Checking: XXXX
Business Checking: XXXX


Agreements:




Open Issues:

These are the open issues. The date cited next to the issue is when the issue first happened. 
Scroll down in the log to that date to see all details, and scroll up to see the history.
XXXX XXXX XXXX XXXX XXXX XXXX  - US Bank representative called me, was rude, harassing, and threatened me. (XXXX)
	- XXXX  from Social Media team called me.
	- Called me stupid, then threatened me with unspecified physical violence.
- US Bank branch personnel were incredibly rude and nasty to me. (XXXX)
	- XXXX XXXX XXXX  	- One lady refused to answer any of my questions.
	- Another lady butted in and started loudly and rudely talking at me.
	- That second lady ignored me altogether, chased me out of the bank, and accused me of yelling.
- US Bank personal account fraud charges issue (XXXX)
	- I got a text about fraud charges, had to dig deep for ID for sender.
	- Checked my US Bank personal checking account (XXXX), FOUR fraudulent charges.
	- Requested assistance via phone and in person several times, all refused.
- Unknown deposit in business account (XXXX)
	- Unknown check deposit for $100 XXXX XXXX  	- On XXXX, this transaction is not found at all.
- Unable to reach a person via telephone for assistance
	- This issue has been going on for a long time.
	- The automated systems don't allow me to speak to a person
	- The automated systems say my information is invalid and hang up on me
	- The automated systems don't offer me an option for why I'm calling
- Inability to utilize offered services
	- US Bank refuses to process my application for a personal or business credit card
		- They've said I need to unlock/unfreeze all three of my credit reports for 2-4 weeks, this is not acceptable to me.



LOG
---

XXXX

Nothing heard from XXXX XXXX, still no statements. Time to reach out for more help.
XXXX, calling corporate switchboard. Transferred to C/S?
XXXX XXXX Confirms she's C/S, not corporate. I told her what I'm after and left her to it. She became argumentative and abusive, then hung up on me.





XXXX XXXX XXXX XXXX XXXX VM, left VM.
On Monday I need to ask for external help again.


XXXX

Emailed XXXX  again about the statements, need them for a payment dispute, asked him to please email them to me today.


XXXX

Bumped email to XXXX  for statements again.


XXXX

It appears I've been issued credits for all four XXXX fraud charges.


Requested again that XXXX provide me with the statements.




XXXX

CFPB response from company.

XXXX  Response, US Bank says no change.
Received statements and stuff in the mail today.





XXXX

Still no resolutions.
Called CFPB, gave info/reminder. 3 times.
After a lot of calls and XXXX, it finally got resolved and I could view the response. 




XXXX

Called CFPB, same stupid nonsense in the first call. Finally got to a supervisor in the 2nd call, gave my info and request again.
Email from XXXX XXXX statements have been mailed, disputes are in process.





XXXX XXXX, Called CFPB to follow up, XXXX, still no help or cooperation.
Called Ombudsman, left Vm. Emailed Ombudsman.
XXXX, XXXX also refused to assist or cooperate.
XXXX After MANY calls to the CFPB this morning, I finally got to a supervisor that was willing to cooperate. I gave her the information, and asked for an email when the task is completed.



XXXX  
Called CFPB to follow up again, still no help/cooperation there.
Still nothing from US Bank either.
XXXX called XXXX XXXX, got through. VERY difficult, kept talking over me/at me, and blaming me for all the problems.
He hung up on me, so I called back. He claims he couldn't hear me... 
He's going to mail me the statements (all of them!) and dispute the fraudulent transactions, then send me an email with proof thereof. 
More emails to the CFPB Ombudsman asking for help there.





XXXX

US Bank is apparently sending me a new debit card.
Wow. XXXX

Emailed all reminding them I am still in need of assistance.
Replied again to last email asking for help.
Called CFPB to ask again for help with the complaint response. Got a lady that hung up on me. 

Several calls to CFPB, more rude people.
Emailed CFPB ombudsman. Auto reply.
Calling Ombudsman office. TXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX (Toll-free)



XXXX

Email from XXXX XXXX  with some garbage/spam stuff. I think he was trying to send me my statements.
I replied, let him know of the issue, and asked for my statements directly as .pdf's.
I did offer to come by his office and let him put them on a flash drive I'll provide.
I called the corporate switchboard and it goes to hold music for awhile, then disconnects.
All of the numbers I've called go to hold music, then disconnect, it appears they've blocked my number.
They clearly no longer wish to communicate with me directly, so I'll have to take this up externally.



XXXX XXXX response from US Bank, in short, they closed my accounts because I asked them to allow me to dispute the four fraudulent transactions, and they refused to do so.





XXXX

Received a letter and some checks from US Bank, they're closing my account. XXXX XXXX XXXX XXXX
I cannot retrieve statements in my business account, and I cannot log in at all to my personal account.

XXXX, Called, VM, left VM. 
XXXX, called XXXX Main branch, opt 3. Unavailable. 

XXXX, Submitted CFPB complaint for account closure without full refund or statements, ID FOR COMPLAINT SENT TO US BANK
XXXX


Cannot file Texas Banking Department complaint, need to file federal. 
helpwithmybank.gov, called XXXX XXXX  to see who regulates US Bank, no help.
Emailed help form for help.

XXXX, call, corp switchboard, looking for Exec office. Sounds like C/S, called again. 
XXXX same again, call 3, XXXX. Same thing.

XXXX, CFPB response, says company replied. I can't view or get to the attachments.
Submitted feedback saying so. 
Calling CFPB for help.
XXXX XXXX Complaint # XXXX. Not helpful, taking a long time. Refused to help me, nothing more can be done here.




XXXX XXXX Called XXXX XXXX operator, system hung up.
XXXX, Corp. XXXX, no help.
XXXX, Emailed all addresses with Open Issues List.
XXXX call customer service, eventually got through to a person, she completed everything I said and refuse to assist
XXXX, called the corporate switchboard number, talked with XXXX again, still does not want to help me.


XXXX XXXX, From XXXX XXXX XXXX XXXX (3 minutes ago)
to me
Good Morning, 

The second email you sent with your notes copy and pasted has not come through.  I was not able to gain access to your notes through the link you provided either. When you have a moment, would you please resend your email with your notes copied? Once I have those notes, I can submit the fraudulent activity to our fraud department.  

Thank you,

XXXX XXXX

US Bank

I replied, sent an acknowledgement/compliance email first, then copy/pasted the note again into it's own email reply. XXXX received a call from XXXX, a gentleman from US Bank whose name I did not write down or remember, and was responding to my survey feedback. Some difficulty in getting him to tell me whether or not he had read my log, we did determine that he has not read it, I told him if he would send me an email requesting it I would send it to him and he could read it over and then choose whether or not he wanted to provide me with actionable resolution steps.

XXXX calling XXXX XXXX. VM, left VM. 


XXXX

XXXX no progress yet.
Email sent to all addresses nudged, reply all asking for help again.
XXXX, checking online banking. No changes, no messages.
XXXX, calling Corp. XXXX. He started trying to learn more about the issues, then started talking over me. End of call.
XXXX Call, C/S, lots of '0#'. 
XXXXXXXX XXXX. Gave name and intro. Refused to assist or transfer to supervisor, then began to argue about it. XXXX, Calling Fraud, auto system, no human.
XXXX next #, also fraud, auto system, no human. 
XXXX XXXX XXXX, left VM.
0815, Found a way to access chat through 'Contact us'.  XXXX. I  gave her the open issues list with a link to my log, she ignored it all and either doesn't know how to help me, or, won't help me.
XXXX end chat.
XXXX Email from Social Media Team, 
Good morning, XXXX
Thanks for emailing us again. I understand you still need assistance. I notice you spoke to our ambassador XXXX last week. He is currently out of the office, but if you'd like a different ambassador to reach out, please let us know. 
All the best, 
XXXX XXXX.
U.S. Bank
Social Media Ambassador | Social Media Customer Care

Replied:
I AM COMPLETELY SHOCKED AND AMAZED AT YOUR INCREDIBLY DIFFICULT RESPONSE.
AS IT WOULD SEEM I HAVE NOT MADE MYSELF CLEAR, I AM, AS I HAVE SAID MANY TIMES, STILL AWAITING ASSISTANCE FOR RESOLVING THE OPEN ISSUES WITH US BANK.
I AM NOT CONCERNED WITH ***HOW*** YOU PROVIDE SAID ASSISTANCE, I AM SIMPLY WAITING ON YOU TO ***START*** PROVIDING ASSISTANCE.

THERE ARE MULTIPLE OPEN ISSUES AND I AM STILL WAITING FOR YOUR ASSISTANCE IN RESOLVING THEM. PLEASE SEE THE DETAILS PROVIDED AND PROVIDE ME WITH ASSISTANCE TOWARDS A RESOLUTION.


XXXX email again.
Social Media Customer Service Shared
XXXX (3 minutes ago)
to me, XXXX XXXX XXXX XXXX there, XXXX.
Wed be glad to offer our assistance in any way we can to help address your concerns. Please let us know if you would like us to give you a call today and discuss our available options to further resolve this matter. We look forward to hearing from you and being able to further assist.

Warmly,

XXXX XXXX  
Communications Rep

Pronouns: She / Her / Hers 

U.S. Bank

Missouri A Home-Based

Replied:
I SEE I STILL HAVE NOT MADE MYSELF CLEAR.
I AM STILL REQUESTING ASSISTANCE WITH THE OPEN ISSUES.
PLEASE REVIEW THE DETAILS ALREADY PROVIDED TO YOU, AND PROVIDE RESOLUTIONS.
AGAIN, I DO NOT CARE ***HOW*** YOU RESOLVE THE ISSUES, JUST THAT YOU ***DO***.

AS ALWAYS, I WOULD MUCH PREFER TO NEVER BE ON THE PHONE WITH US BANK AGAIN SINCE YOU'RE ALREADY RUDE, DIFFICULT, AND ARGUMENTATIVE ON THE PHONE. IF THAT IS THE ONLY WAY YOU CAN PROVIDE RESOLUTIONS, THEN PLEASE STOP WASTING SO MUCH TIME AND START GETTING THINGS DONE.

XXXX, Called corp office to see if they would like to help move this along. Got XXXX again. Difficult conversation, I gave him the information he asked for, and then he talked over me, and hung up on me.

XXXX, XXXX from US Bank called me, XXXX 
XXXX
Lots of talking, finally getting down to brass tacks, emailed him my log.
Had to copy/paste into an email, he can't use the link yet. 
Works at a branch in XXXX, helps the district with complaints. 
Sounds promising, will get back to me ASAP with fraud/dispute case #'s and then work on getting the rest of the issues resolved.
Open to call tomorrow evening, same time frame.





XXXX XXXX calling corp #. XXXX. I attempted to have a conversation with him, but he kept talking over me.
XXXX, calling C/S. XXXX XXXX. I gave her my blurb and info, and asked for someone higher up to help me.
She became belligerent and harassing, then hung up on me.
XXXX finally able to login. ONE of the four charges has been refunded to me.
Calling C/S #, call 2. XXXX XXXX. gave name, req supervisor, gave reason, req supervisor again. She became abusive, I had to move on.
XXXX, Call #3. 
XXXX Female agent, couldn't get name. I req. supervisor. Refused to transfer. Continued to argue and lie.
XXXX, CFPB complaint filed, ID FOR COMPLAINT SENT TO US BANK XXXX XXXX XXXX, not a supervisor. Asked for one again. He hung up on me. 
XXXX corp. XXXX, rude C/S agent, refused to listen.



XXXX XXXX, calling Corp. Switchboard. 
XXXX XXXX. We had an incredibly difficult exchange, but he finally stopped talking long enough for my to get a few words in and I briefly summarized the issue.
I also confirmed he sees my phone number on caller ID.
He asked me to hang on, then hung up on me.

Checking online banking, all four charges are still present. Attempted to dispute charge, told to call or visit branch.
XXXX, Calling XXXX. Automated system, very difficult.
XXXX XXXX. Ignoring me, req supervisor. XXXX, hold. XXXX, they hung up on me. XXXX call 2. Automated system, 0# a bunch, hold. XXXX Refused to assist or transfer, asked for the reason for a supervisor right after I told her why, ignored me, talked over me, hung up on me. 
XXXX call 3. Another rude woman, lots of difficult, put me on hold, XXXX After several bad exchanges, she hung up on me.



XXXX

I stopped by the branch on XXXX  this morning while visiting XXXX  house.
The lady I talked to there said I had to have an appointment, no appointments were available, and would not tell me when the next available appointment was.
Statement email; replied with request for updates. XXXX XXXX  Calling to follow up on open issues. XXXX took my call ( I had to ask for his name), refused to answer my question about updates, and then transferred me to a dead line.
XXXX, logging in to personal account, balance is XXXX XXXX transfer to XXXX  taken out, XXXX charges completed.
Found and using dispute transaction link.
It says I have to call or visit XXXX, calling. 

XXXX  still fighting with the automated system, transferred to the card services fraud department auto system. The system hung up on me saying my phone number is not valid.

Business checking account is not showing the XXXX check deposit anymore.
Found and added XXXX profile to log.
Filing XXXX complaint. Your temporary complaint ID is XXXX  . If you provided an email address, you will receive an email with your official complaint case number and a link to your case within approximately 48 hours.




XXXX Emailed all addresses above asking for help, copy/pasted open issues, gave log link.
XXXX XXXX response, complaint sent to business.


I had another call this evening where I actually got through to a human. She refused to assist me, wouldn't answer any questions, wouldn't get me anyone else, or a supervisor.




XXXX

XXXX XXXX  from US Bank social media dept called me from XXXX
He did not read my log.
He lied, saying he does not have access to my log.
He failed or refused to provide ANY intended resolutions to the open issues.
He then went on to talk over me, and then threatened me, sounded like, 'If you don't stop talking and listen, I'll make you shut up'.
I hung up.
I updated the XXXX review with this information.
XXXX, called the Corporate #. XXXX took my call, I had to ask for his name twice.
I have him my summary, and he says he would transfer me to the executive office. I asked him not to, and gave him my name and #, which he refused to accept, and transferred me anyway. The line disconnected when he transferred.


XXXX

I received some odd text messages last night, perhaps about fraud.

Checked my online banking, found matching charges that aren't mine.
Replied with 2 to the SMS.
I called the number in the sms alert, XXXX Suspicious, seemed like spam.
Called US Bank customer service, XXXX, rude agents, no help.

Canceled my external transfers into this account.

I went into the branch on the corner of XXXX XXXX XXXX XXXX this morning, and asked for help with this. The girl at the counter was very difficult, did not answer any of my questions, and said I had to call the phone number on the back of my card. I called it again while I was there with her, and I had the same results, the automated system hung up on me. The girl behind the counter said it was my fault because I didn't follow the directions and I needed to keep pushing buttons until I reached a person like the system said, even though the system did not say that. She also refused to tell me the minimum balance necessary in the account to keep the account open.

I then called the so-called corporate phone number, XXXX, and I got several rude people there who talked over me, ignored me, argued with me, harass me, and refused to assist me.

As I'm not able to find anyone to assist me with any of these issues, and I currently have no further methods of contacting US Bank to ask for help, I don't know what else I might be able to do. At this time I'm simply waiting for the fraudulent transactions to process, and then I'm hoping to find a way through the website to mark those transactions as fraudulent, or to dispute them. Once I'm able to get that resolved I will simply transfer most of my money out of that account, and wait for them to solve their problems.

The difficult girl at the bank branch did say that my personal debit card is suspended until the fraud alerts are resolved, so nobody can use that card anyway. Also, there was another girl there who started talking at me while I was talking to the first girl and even though I told her I was not interested and I did not want to have two people talking at me she continued to talk at me anyway, saying that the phone number the first girl gave me was the correct phone number, which is stupid because I never asked if that was the correct phone number to call. That same second girl also accused me of yelling, which of course I was not yelling. I then gave them a very clear example of the difference, and they got very bent out of shape and started crying about me needing to leave.

I posted a review for that branch on XXXX XXXX.

XXXX
Reply on XXXX XXXX:
Thank you for taking a moment to share your experience with us, XXXX. Were happy to review this with you to see how we can help. Please send us an email to XXXX with your phone number and reference number XXXX, and we will call you directly to assist. We look forward to hearing from you. Thank you. XXXX  
I forwarded the XXXX XXXX  email to them with a link to this log and a request to read it, then reply there with their intended resolutions.

These are the fraudulent transactions:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX


Email response, they're insistent on talking to me... XXXX XXXX XXXX
I replied, gave them, my home number, warned them clearly.

Also, on the business side, I have a check deposit of $XXXX XXXX XXXX  today and I don't know what that is. I know I did not deposit any checks with US Bank today.

XXXX  check Check XXXX Pending XXXX Transaction info  DescriptionCheck  Transaction DateXXXX  
Transaction timeXXXX XXXX. Typecheck


XXXX
Email from US Bank saying I've been unenrolled from XXXX.
I replied asking which one caused it and why.


XXXX
Another email, correction, customer group is NOT changing.




XXXX
Email from USB, saying my customer group has changed.



XXXX
Emailed XXXX  to see what US Bank can do for me in business banking.


XXXX
Having issues. Tried to pay for XXXX order with debit card, woudln't go through. Finally got in to chat with US Bank rep, they said call or go to branch.
Called branch, too busy to take my call.
Chat caused my laptop to freeze, had to hard reboot.
Calling C/S :(
XXXX XXXX, xfer to business center? XXXX hold. XXXX XXXX. Refuses to assist, keeps arguing, lying, refusing to help, answer any questions, etc. Says she's 'trying to help', but all of her actions have been harassing.
At this point, there's nothing we can do to move forward. When US Bank wants to resolve this, they can send me an email to get that process started. Until then, I understand they don't want to assist.

XXXX emailed XXXX XXXX XXXX, email from XXXX, he says credit reports are frozen. For the card, he says if it's international, I'll need to apply for a block to be removed.
Got a call from him, we talked, he wants to help me fix these things.

Another email from XXXX, they want all three credit reports unlocked for 48 hours, which I already advised I'm not willing to do.
At this point, I'm led to believe that US Bank just isn't interested in helping me, and I've spent too much of my time with this already.





XXXX  Visited branch in XXXX today, met with XXXX XXXX, business banker.
He got me applied for a business credit card, and said they could also help me with a business line of credit once the card is established in good standing.


XXXX
Unable to login to my personal account. Wrong XXXX, wrong XXXX, no profile found? XXXX
I stopped in at the XXXX XXXX  branch while I was in town to ask about cleaning up the account issues.
Worked with XXXX XXXX had to explain things multiple times, but she says she made progress, and the issues should be resolved in 2-3 days.
I was able to change my business profile User ID. 
There is no option to be able to manage my business account debit card from my personal profile.



XXXX
Error persists in business profile.
More emails with XXXX Online department is involved, something wrong in the background.
No useful information.

In my personal profile, when I attempt to link my personal external account, I get stuck at the secure access code screen. I get a call, a secure access code, and I enter it, but then the US bank website starts the process over.

I setup a link from XXXX to US Bank, waiting for the trial deposits.



XXXX
Bumped email to XXXX  again.

XXXX
In business profile, I get an error when I attempt to transfer funds to my external account:

You are not currently eligible for external transfers.


You can view any past transfer activity on your account, but currently you cannot make any transfers.

I emailed XXXX for help.


XXXX XXXX, calling to get help linking my external account. I want to link my XXXX account so I can move money back and forth. XXXX XXXX, not helpful, kinda difficult. XXXX  back to queue. 
XXXX XXXX XXXX
Logged into personal. Changed all options to paperless.
Changed my username, logged out, logged back in. 


XXXX
Opened Business Account



XXXX
Opened Personal Account

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