Consumer complaint received 2019-02-06
Company: U.S. BANCORP
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
On XX/XX/2019 I went to US Bank to find out if my fees could be saved due to hardship. I was told from another branch to go speak with the Branch manager located at XXXX XXXX XXXX in XXXX. XXXX XXXX, is the branch manager, I spoke with an employee at this location and ask if my fees could be waved and I explained to her about my hardship and I also asked her could she give me a print out of how the procedure goes in the event your account gets frozen and the bank take out a fee, she never gave me that information but informed me my account was closed and I needed to speak with the branch manager but he would be on the phone for 20 minutes, I told her I would wait. A person name XXXX, walked up to me and said she was a manager could she help me??? I explained to her my situation and asked why did they close my account and then turn around and charge me XXXX because they closed it making matters worst for me, so she informed me the XXXX U S Bank  closed my account, so going forth she changed her story once I contacted them as I spoke with XXXX XXXX, she ask to speak to her from my cellphone. I spoke back with XXXX and she said the account was automatically closed due to overdraft fees, I really got furious. In the mean time the branch manager stayed on the phone and never assisted me, because I was told he could have waved my fees even after the account was closed. Prior to that he was going to wave my fees when I was at the other US Bank located on XXXX in XXXX, he asked XXXX did I have XXXX and he could wave my fees, I told them about my hardship and I did not have it, so she just said go speak with him, from there this is what I'm going through. They say I owe {$100.00} and because the account is closed their is nothing that they could do I would have to speak with a District manager her name is XXXX. I called her and left her several messages on XX/XX/2019. I had to do my own research they act as if they had no numbers in these people. I had to keep calling her and finally she reached out to me on XX/XX/2019 and I explained to her my issues she said she would call XXXX, and then call me later, of course I had to reach back out to her because it was getting late and I had not heard from her. XXXX returned my call and said it was nothing she could do only stating that she could give me the number to recovery so I can make arrangements to pay them back, having no care about my hardship, ashame!!!. Finnaly I just felt I was treated unfairly I had this account to over 20 years, when they were XXXX XXXX then XXXX  XXXX now US Bank the worst, and I never closed my account due to all the changes, now this is how you treat your customers who's having hardship??? I put up with all the name changes now they giving me the run around having me speak to all these people only for them to not only close there door on me but to close out my account and well. I contacted the people who was the reason for my overdraft fees on XX/XX/2019 and they agreed to put the overdraft fees back on my card, and now they giving me the run around as to me finding out if I could use the amount towards my overdraft fees, what do I do with a situation like this? Especially when no one has the answers and I'm trying to clear up my debt that I had to knowledge of knowing about this amount until it was too late. I'm trying to get this issue resolved and now it getting worst and worst. I'm looking for better answers from real professionals, is that so hard to get???? I need some answers to why I have to go through all these changes and I'm trying to get my names cleared up, maybe USBank needs a class action suit as to how they treat their loyal customers, how about that!!!

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