Consumer complaint received 2023-08-02
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a new personal checking account online with US Bank on XX/XX/2023 and transferred {$15000.00} internally from another of my checking accounts with US Bank to fund the account ( same day ). On XXXX I realized that I needed to move {$5000.00} back to the account where the {$15000.00} came from in order to cover a payment my spouse made to our credit card, so I went online and attempted to make the transfer when I received an " our system is not cooperating '' error. I next signed into the mobile application and attempted to make the same transfer and received a similar error. 

After receiving the 2nd error I dialed the customer serviced department to request help with the transfer. The 1st phone bank representative hung up on me after waiting on hold for 18 minutes so I called back and spoke with another representative who informed me that my account had a hold which they would need a supervisor to remove, I was then placed on hold and after 16 minutes was disconnected/hung up on. I then called in for a 3rd time and spoke with a representative and explained the situation, she also put me on hold and then tried to transfer me to the fraud department to see if they could help remove the hold. That agent attempted to remove the hold and also hung up on me after many minutes on hold. I then dialed the fraud department directly and explained the situation and was placed back on hold for over 20 minutes, the representative came back on the line and informed me the hold would be removed the following day, I request to escalate to a supervisor in an effort to get access to my funds same day ( still no explanation of why a hold was placed ) and the representative again hung up on me. On my final attempt and 5th call I was helped after a 24 minute hold. I then asked to speak with a supervisor regarding my poor treatment and wasted time and was told " no supervisor was available ''. I then asked to be connected to a peer of the representative 's supervisor and was told that is not an option and was hung up on.

To be clear, I never raised my voice nor did I become agitated. I calmly asked for help and expressed my frustrations over being disconnected repeatedly.

My complaints are 4 fold : 1 ) Why was there an account hold put on my funds ( internal transfer from my own account which I could not get access to ) and why wasnt I made aware of a hold being placed and not being granted access to my funds ( which were from an internal US Bank transfer )?

2 ) Why was no one able to help me ( 5 attempts of me calling in ) find a solution in a timely fashion? And why did no one attempt to call me back after disconnecting my call?

3 ) Why were representatives hanging up on my repeatedly? How is that an appropriate approach to resolving a client issue?

4 ) Why was my request to speak to a supervisor to express my dissatisfaction with the above complaints was I told " that is not an option '' and no other supervisors are available? And was then hung up on. 

I would be 100 % supportive of the inbound calls I made to be reviewed by a CFPB representative to corroborate my story. 

Thank you, XXXX XXXX XXXX XXXX

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