Consumer complaint received 2023-09-19
Company: U.S. BANCORP
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I opened a savings account with State Farm insurance to take advantage of a high interest savings account they had. Some time after US bank purchased these accounts. Us bank then sends a notice that they will start charging a fee for these accounts, when I called the agent confirmed that this notice didnt apply to me. Randomly i would get charged a {$10.00} maintenance fee and i would call and they would remove it. I do not use this account so do not check every month. I check in XXXX and saw 5 months of maintenance fees ( XXXX, XXXX, XXXX, XXXX, XXXX ) were charged, I called In XXXX and she said she would waive them and apologized, which is what was always done. Every time i called they did their research and came back to inform me that they dont know why I was charged a fee and they apologized and refunded me. Well the agent only waived 3 months worth of fees, not the 5 months that was due to me. I attempted to move the funds out but they only allow you to move XXXX at a time and i can only take out {$200.00} at a time from the ATM. I checked the account this month and i have a fee again for XXXX. I called to have it waived and the agent XXXX told me she can only go back a certain number of days and could only refund me the one month that basically im not getting my money back. We are going back and forth and finally i get to a manager- XXXX . XXXX was rude the minute she joined the call and told me that the initial letter I received said i would be charged and that i was only given a grace period, I asked for proof that the letter stated this for which she said she had to do research. I asked her to review all of my call notes to show that each and every agent verified that i wasn't suppose to be charged a fee hence why they would waive it every time i called, she said she wasn't doing that. She said that my fee waiver is a courtesy and that i should just change my account. I then asked her why none of the agent suggested for me to change my account if i want to avoid the fee, she said she didn't know. I asked why wasn't a notice sent to me to notify me that my supposed grace period was up and that i would be charged a fee going forward to which she said, that the original letter sent years ago was suffice. i requested all my maintenance fees to be returned to me to which she said NO. She continued to just cut me off and I told her that she is being rude and cutting me off and that we should be respectful I told her to let me finish speaking and then she can go, we can take turns, why I need to tell a supervisor on a customer support line this basic human decency is another issue. She was not helpful to which i just closed my account. I would like to report there unethical practices of charging customers maintenance fees without any notification, they have no proof that i was ever notified of any maintenance fees to my account and refused to refund me. Since my account is closed I can not access my account to see all of my previous statements but i have some statements from earlier this year. 
I want to also state that i receive everything from them electronically, since the initial letter and I had no notices on my online portal from them, XXXX did confirm that I was not notified outside of the original notice which each agent confirmed did not apply to me and was sent to all customers.

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