Consumer complaint received 2020-07-29
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
US Bank : Thank you for your last response. Unfortunately I have more things to address. In reference to staying in contact with my branch manager regarding my situation, I think you may have missed my point in my previous message. XXXX XXXX, my branch manager, agreed to keep my personal accounts open because they have been open for a while and were in good standing with the bank. US Bank went over her head and decided to close them at a later date. The bank refused to send me a check with my funds sooner than 14 days due to a closure procedure they have to follow due to the type of fraud found on my account, according to XXXX. Despite her best efforts, she can not seem to help me. Therefore, calling her regarding my concerns only interrupts her day, wastes my time, and offers no solution. It really seems pointless to me, not to mention that nothing discussed is in writing to reference should we need to. 

Although I have not had online access to my personal accounts ( or business account ) for some time now and I am sure you have the exact date on record, I have been calling the bank regarding my transactions regularly. This process is definitely more frustrating than seeing my history with my own eyes online as I have to follow voice prompts and the picture I see is far more limiting than logging into my account online, but not once did the voice prompts inform me of unusual activity and I did not see unusual activity prior to me being blocked from my online access. So, regarding the 'Security ' section in 'Your Deposit Account Agreement ' which specifically highlights that you reserve the right to place a hold on my account if you suspect irregular, fraudulent, unlawful or other unauthorized activity involved with my account, I am wondering which of these occurred on my personal accounts? Furthermore, your agreement says that you reserve the right, but there is no breakdown of how the process works or how long it takes. This has caused major inconveniences and stress in my life. I never and still have not received any mail from US Bank regarding my account closures. It seems like a phone call or email would inform me quicker and cause less catastrophe in my daily operations. I do not understand, with it being XX/XX/XXXX, why you could not keep the hold on my account and then contact me with the option to transfer my available funds to another account with another financial institution to avoid putting me in what could very well be a moneyless state for 14 days minimum. It takes money to live. 

Regarding the monitored calls for my XXXX account, you addressed the wrong one in your last message, but it is good to know you do have them on file to reference. Perhaps I was unclear, but I was referencing two attachments I sent in a previous message named 'US Bank Fraud Check ' and 'US Bank Fraud Check Detail ' . As the screenshot of my phone log indicates, I made a call to US Bank on XX/XX/2020 at XXXX for 26 minutes to discuss the source of the funds from the wire transfer before sending the money out of my account per a contract. You could have had a XXXX  risk account had you instructed me properly on what to do that day. That is why the call was made- To act in accordance to maintain a relationship with the bank so that neither you nor I was loosing money or participating in unlawful behavior. What prompted me to contact the bank for a security check was that the name of the company the money was coming from was not the same company associated with the contract. However, sponsorships were a possibility and likely for the type of event associated with the contract. I could not fully read the funding source name in my account because it was cut off. 

Lastly, since all accounts are being closed and it has all been said and done at this point, I am wondering if you will ever report this to affect my credit or possible future banking relationships since you stated you have not already. Am I able to open new accounts with US Bank, perhaps after the pandemic is over as scams and crime has increased with it. Waiting til after the pandemic would lower risk. 

Thank you, 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