Consumer complaint received 2018-02-19
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 have been a banking customer with US Bank for 2 years. On Tuesday last week I let them know I was traveling to XXXX and they put a travel alert on my record. On Friday before I left for the airport I put a small amount of money on my XXXX prepaid mobile phone using my US bank debit card. I immediately received an email and a phone call and my card was blocked and the charge declined. I spoke with the fraud department who was very rude and assured me that there was no travel warning noted calling me a liar. The people refuse to identify themselves or their location and they refused to connect with a supervisor. I had to call over 30 times before I was finally assured by several senior managers in the fraud department in XXXX XXXX Idaho that my card was corrected and I was assured I could travel on to XXXX. I flew to XXXX and arrived and my card was declined and I had no access to cash and was unable to check into my hotel or rent my car. I called US bank and they said a woman named XXXX at a branch in XXXX California that I have never visited has decided that she is closing my account and that she is aware that I am traveling in XXXX and she doesn't care. I called the branch and spoke with XXXX who laughed at me and taunted me and was a condescending belligerent person laughing at my misfortune and hanging up on me. I spoke with customer relations in XXXX and the agents there including XXXX agreed that the fraud department and the branch in XXXX are very belligerent and unhelpful. Many people at US Bank tried to help me but in particular XXXX and XXXX at the XXXX XXXX in XXXX California are unbelievably terrible and terrorizing to customers. They are breaking laws. Also a very belligerent woman named XXXX in XXXX XXXX Idaho is a complete monster and a torments the customers. She must be fired over this. This is a horrible bank and I can not do business with them so I immediately flew back to United States to close my account. I arrived in the United States and I was told by US Bank on XXXX XXXX in XXXX XXXX that they can not give me money to my account because it has been frozen by XXXX and I can't do anything because she has taken vacation and she won't be back for a while and only XXXX can unlock my account. US bank has ruined my XXXX holiday and caused thousands of dollars in damage already. Now that I have flown back to United States US Bank is still holding my funds and refusing to close my account and give me my money. This is a rogue bank with monstrous customer service failures who literally gets off on terrorizing customers and they laugh at you in your face at your own inconvenience and suffering. These customer service agents particularly XXXX, XXXX, and XXXX, taunt and harass the customers and cause serious psychological damage. I want you to enforce government regulations against US bank and get my money back to me right away as well as sanction them for their terrible anti consumer behavior. 

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 monetary relief