Consumer complaint received 2021-02-09
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:
On XX/XX/2021 I attempted to use my debit card to make a purchase at a fast food restaurant. The transaction was declined. Knowing that I had sufficient funds in the account I decided to go to a atm that was close by. Upon inserting my card I received a message saying " card restricted '' I immediately contacted the branch. This began a string of transfer calls to multiple departments. I was initially told by customer service that my account was frozen due to transactions and I was transfer to debit card fraud - that department asked me to verify a transaction which I had already verified a week ago through text. I was then placed on hold and when the representative came back they stated that there was a message that I needed to contact the branch to resolve. The very next morning, I logged into my online banking and noticed my husbands scheduled direct deposit was not showing in the account instead what I say was a debit in the amount of {$750.00} which was the balance in the account at the time. I again called and spoke with the fraud department who stated they could not assist however they did mention they didn't see any incoming deposits. When the bank opened I met with the branch manager who was confused at best. He had no information and showed me a screen with no notes or any indication of a closure or a freeze. The only notes were from when I opened the account months prior. He informed me that he would need to investigate and find out what is going on and it would take several hours and he would contact me. I finally spoke to him again at XXXX and his response was that the issue was not going to be resolved today ( XXXX ) I'd need to wait until Monday and that my husbands direct deposit was being returned to his company. I asked what was I supposed to do over the weekend or longer with absolutely no access to my funds, he said he had no answers. Not able to rest, I continued to call the bank over the weekend to be hit with the same roadblocks of " I don't know ''. Monday XXXX I began calling again I spoke with CAFE Deposits who said my account was being held by fraud, I spoke with Fraud who stated my account was being held by RISK, I spoke with RISK who said my account was being held by the local branch. I called the branch who said I needed to be patient and allow fraud to finish and that they have no other information. Not giving up I called back and spoke with Fraud Manager XXXX, she was a bit confused and noticed that my cards have been switched to different accounts but was hopeful that she could fix the issue. After placing me on hold to contact fraud liaison she also referred me to the branch. This is now 5 days without access to my funds and no answer as to why. XXXX I contacted the fraud liaison department and was finally told my account was being held with Internal Investigations and the local branch has the ability to call and find out more information. So on day 6 it has been revealed that the issue is seeming to be involving a bank employee yet I am being left to wait again with no access to my funds. I have requested to close my account and allow me to withdraw my money but have been told no.

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