Consumer complaint received 2023-05-19
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I will start off by saying I am a previous XXXX XXXX XXXX XXXX. I feel like each time I have a situation that is out of my hands that involves needing a banker, I have a hard time getting good customer service because of this. I feel like they are discriminating against me because of me being a previous XXXX that they may not necessarily like or agree with. However when it comes to bank errors, I do not feel like I should be treated like an employee but rather a customer.. 
The most recent happened today. Over last year. I randomly have paper statement fees hit my account. I believe today was the 4th or 5th time. I have asked more than once for an audit of my accounts to make sure that all of my accounts have the fees being waived. Each time I call in, I am being told that it is something on my end and that they will be willing to waive the fee just one more time. They are constantly asking to remote into my phone to verify that I am not lying when I tell them how my online banking is showing.. However when I ask them what I am doing they can not give me an answer.. Today when I asked what would happen If I got a fee again the employee told me they would have to escalate it to a department higher to figure it out, And/or the fee would not be waived again. I asked if they would just escalate it today so that this is not happened later.. I was constantly put on hold so that the employee could talk to her manager, with whom I have had problems with in the past. The first employee told me she would escalate it but then the XXXX came on the phone And through our conversation she told me She never said she would escalate it and that that first employee was not being truthful, But she can note the account of our conversation. She also told me this would be the last time. They have a fee reimbursed even though they don't know why I'm receiving them.. This is just XXXX of many situations that I am constantly having a problem with.. Last month I had a problem with fraud on the account and I was told to call the XXXX # Because the manager doesn't like when the employees help me out. The XXXX number told me it sounded like a branch issue and I went back-and-forth trying to get help wasting my time. I was also told that I needed a contact XXXX in regards to my dispute even though I am not the one that committed the fraud, they expected XXXX to help me, which of course XXXX declined. A time before this I was shorter {$2000.00} while doing a withdrawal which I understand happens however as the cash was being given back to me, i was Told I need to be more Careful And not just take the cash being handed over the counter because next time I won't get my money back... Even though they were aware I was the customer that they shorted.. Apparently because I was an employee I should know better and the customer service is on a different level. 
I am stuck with having my checking accounts at US bank because my mortgage is there. However I would like my Home branch to be transferred to a different location, I no longer want to deal with this branch or this manager.

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