Consumer complaint received 2021-05-28
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I am a XXXX  that gets paid once a month from the State of CA. I deposited my monthly check into my US Bank account. I used an ATM located inside a staters brothers. The check was deposited on XXXX. It cleared. They place a hold on my account on XXXX. I find out on XXXX when I am trying to withdrawal money that there was been a hard hold on my account requiring a physical visit to my home branch. 
I avoid the XXXX XXXX branch at all costs because their customer service is horrendous but I had to go into that one. 
According to the branch manager XXXX, there is a hard hold on my account and it is being force closed. He says the reason for this is because my State Check returned. I had my pay stub and assured them it could not have returned and if it did I would need proof to show HR. After a week and a half of going back and forth and being given a run around I email them requesting proof that the check was returned my HR will not reissue a new warrant without verification of it returning. 

Now the Branch Manager XXXX XXXX is saying that no items were returned. The check cleared but he can not remove the hard hold on my account. I have to wait until risk management closes the account. 

Thats okay. I have no issues with the account being closed but I get paid once a month. 

I login to the account daily and there is nothing indicating that the account is closing I simply dont have access to my funds. 

I reach out to the branch manager and request an update, I was told the account would force close within the next 2 days. On a different call he tells me that it will close toward the end of XXXX. On a separate call he says it can take up to 2 weeks. 
Its going past 3 weeks since the hold has been placed. 

I have reached out to their executive department to no avail my single response has been the generic we have our best looking into the matter. 

I contacted the branch manager via text message again and he did not respond. 
I called customer service as previously advised by XXXX to talk to risk management, on initial contact - they had said the home branch has the power to remove a hard hold and close the account. 
The branch manager says this is not true that he has no power to close the account and release my funds. 

On repeated request to speak to risk management - no one in customer service can transfer me now. 
On XX/XX/21 I called customer service and was informed the account is still pending closure despite it going on three weeks and pending an investigation. 

I was told by XXXX XXXX the home branch representative via telephone she would call her back office for an update. 

No call has been returned. 
No email has been returned. 
No update. 

No accurate information has been relayed. 
Conflicting information between the departments has been provided. 

I just want the account closed as soon as possible and my funds to be released. 

The check did not return. 
They could not furnish proof it returned. 
So why is it taking so long to close the account and release my funds. 

They have yet to give me an answer. 
It was initially going to close within 2 days. 
Then pushed back to 1-2 weeks, now its nearing the month since I made my deposit and they have not closed the account or returned me my money. 

They have declined to return my calls are communicate with me via email. 
Im going to take an educated guess that they are not longer responding to me or transferring my calls because of the conflicting information between : XXXX ( branch manager ), XXXX ( branch representative ), customer service and risk management.

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