Consumer complaint received 2021-06-24
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I officially launched my business mid summer XXXX, I called into US BANK 1800 customer service department to inform them that I would be starting business and accepting payments from my customers via bill pay through their institutions. The reason being for using my personal accounts is due to the fact all my legal documents weren't finished being processed with Secretary of State California in order for me to open my business bank account. By the ending of that phone call with the rep he stated everything would be fine with me accepting the payments. My customers began sending in their payments for services and setting up auto bill pay. XX/XX/XXXX I was finally legalized in the state and I immediately opened my business bank account with Us Bank as well. The business banker opened the account, transferred {$10000.00} from my checking and into my business account. Days after, I went into US bank branch located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX to make a cash deposit of {$5000.00} into my personal account. The teller XXXX proceeded with my deposit but she took abnormally long to finalize the transaction to where I asked " Is everything okay? Are we done? '' she stated " Oh yes, I'm sorry '' gave me my deposit receipt and I left. The following day, I attempted to purchase items for my office using my personal bank card at XXXX on XXXX XXXX, XXXX, CA and it declined. I called and they said I needed to verify my last transaction at XXXX and I did and they " removed '' the hold. The very next day, I attempted to use my card again and it declined and I called back. I was on hold for 1 hour 45 minutes before the rep said " This type of hold would have to be resolved by the branch '' so I immediately went to the branch and the branch manager XXXX XXXX says " Theres ACH deposits that went into your account that weren't made payable to you are you able to verify all ACH transactions on your account? '' and I states yes, which ones specifically? She skims my account and reads off those that came from my customers, my car accident check that I deposited in person at the branch for {$26000.00} that cleared months prior, she even asked me to verify that my jobs direct deposit were for me. At that point I knew I was being discriminated against, so I verified all transactions via email to the teller XXXX. They stated ; the lift would be removed within 24 hours. I went back into the branch the next day because my card still didn't work & XXXX stated " The account is no longer in our hands, its been sent to the back office and they'll be the ones handling the case someone will be in touch with you '' my account with {$61000.00} had been locked. For months, I've Called 800 and they always tell me " Refer to the branch they'll be able to help you '' never receiving any help from XXXX the branch manager of my home branch or anyone else. I've been to numerous branches, spoke to numerous departments within 800, no one could ever explain what was happening. XXXX came around and I finally received word from XXXX that back office told her " funds aren't payable to you and will be sent back to the originators '' which is my customers. Even after all funds had cleared, been sitting for 2 months at that time that was the resolution. So I'm back calling 800, back and forth to branches looking for the right party contact no one. It's now XX/XX/XXXX, and I finally receive written correspondence that my checking account is now pending closure. XX/XX/XXXX comes and my account is officially closed at a {$0.00} balance! Now I'm back calling 800, back going to and from branches trying to get an explanation as to what happened to my money. I reached out to my customers and no one had received anything back. I called 800 to see if my account had been updated with any notation and it hadn't been but the representative that I spoke with told me that she and her manager were super confused and that she would be getting me over to the right department that would be able to answer all my questions. She got me over to the department that closed my account officially, customer outreach. I spoke with a XXXX XXXX ; he was very understanding and during our conversation it was told to me that my funds went into what US BANK calls it " unclaimed/recovery funds account '' he also stated that my funds weren't being held due to police discretion, there weren't any dispute claims in regards to my funds and that I was entitled to receive them back so he told me to go into the branch and he would be more than happy to talk to the branch manager and guide him through how to get the funds released so I went into a branch on XXXX XXXX in XXXX XXXX, NV and spoke with XXXX ; he then got on the phone with a rep from that department and was given the OK to release my funds and he did. He submitted a report to get my funds sent over the their particular house account and that was finalized the following Friday XX/XX/XXXX. The teller told me she seen my funds in their account but she couldn't sign off on a $ XXXX check the manager XXXX was on vacation until that following Wednesday, so I returned and I was then told fraud analyst XXXX XXXX had put a stop on releasing the funds because " they aren't payable to me '' and that they would be getting sent back to the originators. Thats all I was left with.

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