Consumer complaint received 2018-01-22
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
End of XX/XX/2017 I needed to open a business account but could not because I was in XXXX XXXX for an old account I thought had been removed due to multiple disputes regarding fraud on the account. I called and spoke to the Fraud department and the fraud dept pushed me off the phone by stating that a branch manager is the only one who can override a fraud decision. I now live in texas and there is NO us bank in TX so I gave in and decided to pay the debt so that I can accept payments for my new company. This was the 1ST lie I was told. Then I call the recovery department let them know I am calling to resolve a debt and started to vent about my issue. Spoke to XXXX XXXX and yes I was upset but she had no right to put me on hold without permission for a minute at a time so I could calm down. All I wanted was proof of payment so I could open a business account. I asked to speak to a Manager and was sent to XXXX who has the most horrible customer service of any one I have ever experienced. She placed me on hold without permission and later transferred my call without permission. She said she would be more than happy to provide her email so that I could receive the paid in full letter by email but that I was " NOT NICE ENOUGH '' this was the second lie USB told me. I later found out they do not even have capability of emailing a letter because they use a letter service that is a separate department. She was just saying that to be mean! I told her I just wanted to pay it and get it over with and she transferred me without permission to someones vmail. That 's how I know XXXX XXXX 's full name. I asked for full name of XXXX and XXXX and everyone I spoke with they REFUSED to give it to me stating that it was not policy to provide. THat 's fine, but by policy they are still required to provide an employee id # of some sort which they also refused. I called back again and got someone named XXXX who I also had trouble with and was put on hold without permission so I hung up and called back AGAIN and this time spoke to a rep and made the payment. I call back a couple days later and request a letter and have to escalate the call to a manager and end up with XXXX again and ask if now she 'll do the email reminding her that before she said I was not nice enough, she said that I 'm still not nice enough. At this point I am crying I am so mad at how i 'm being treated that I call back to speak to customer service and they recommend to speak to a branch manager to file a complaint so I do call the branch in XXXX, WA that I originally opened up the account with and spoke to XXXX a manager there and he confirms the lies that I was told. # 1 the fraud dept should never have opened a fraud case that far after the fact knowing it would not be appvd. # 2 A branch manager ca n't override a fraud decision # 3 They all have an employee identifier they are required to provide if requested # 4 they can not email letter 's because requested through a separate department via a letter service & # 5 that they remove from XXXX XXXX once paid. According to XXXX they only update and remove after 5years XXXX was very helpfull even said he 'd request the paid in full letter to be mailed to me and to him and would forward it to me if he got it first. So I wait a couple weeks and call him back with no response, then I call the recovery dept and they said the letter went to XXXX wa which i never lived in since i 've had us bank. So I correct my address with them and request it a 2nd time and never get it so I call in and request a 3rd time and NEVER get the letter. Here I am 3months later still dealing with this XXXX AFTER I surrender and pay a debt that I do n't owe. I have not even been able to conduct business for the last 90 days because I ca n't get my business account open! This is absolutely INSANE. I have never been treated so badly trying to PAY something. I 'm no saint in this I was a VERY disgruntled and angry caller for the most part but what could you expect me to be. Most HORRIBLE customer experience I ever had. All to pay a XXXX deb which was originally a XXXX fraudulent paper check ran through my account the same date I had a XXXX on an account I had never ordered paper checks for ... .... even had hospital paperwork. The rest was all fees because it was almost 30 days before I even noticed the account was past due since I was dealing with health concerns not banking at the time.

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