Consumer complaint received 2022-12-06
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I received the attached letter from XXXX XXXX XXXXXXXX of U.S. Bank, dated XXXX XXXX, XXXX, which I did not receive until the first week of XX/XX/2022 via XXXX. In this letter, XXXX XXXX. XXXX XXXX states that my alleged XXXX XXXX  Banker, XXXX XXXX, has retired from U.S. Bank and is therefore no longer my XXXX XXXX Banker. XXXX XXXX indicates that my relationship has been moved to XXXX XXXX, who I reached out to on XXXX XXXX and XXXX XXXX -- but had never been introduced to or spoken with anytime prior -- leaving two voicemails for her regarding issues I encountered with accessing all my U.S. Bank via the U.S. Bank mobile app, as well as not seeing my newly opened personal loan and personal line of credit on my online banking tools. XXXX XXXX called and spoke to me at approximately XXXXXXXX XXXX. on XXXX XXXX, in which we discussed that the Visa card attached to my new personal line of credit did not list my apartment number in my address to where U.S. Bank should ship the card. XXXX XXXX was made aware that the absence of my apartment number could mean a delay in my receiving the card. During this call, XXXX XXXX stated she would only communicate by phone call or voicemail ; she adamantly stated that she would not communicate with me via e-mail. XXXX XXXX also stated that she is only my " temporary '' XXXX XXXX Banker while U.S. Bank XXXXXXXX XXXX attempts to put in place a different private banker for me. For months now, U.S. Bank has stated that they are working to find a long-term solution to my XXXX XXXX banking needs, as well as the legal requirements to treat me fairly and without discrimination for the numerous regulatory complaints I have filed against them for their unfair and discriminatory treatment of me. It's important to note that other U.S. Bank XXXX XXXX customers are allowed to communicate with their private bankers by email but XXXX XXXX will not allow me to do so, presumably to retaliate against me for my prior regulatory complaints. Moreover, XXXX XXXX and her team are intentionally and deliberately taking retaliatory and discriminatory actions against me that are made in plain daylight. That same opportunity is not being afforded to me, because of what I believe is continued discrimination and retaliation for my filing of regulatory complaints against the bank and its employees. Furthermore, how is possible that nearly six months later, U.S. Bank XXXX XXXX doesn't have a long-term team in place, as they have stated and restated they would do? They have failed, lied and made knowingly false statements in their replies to my CFPB complaints -- XXXX XXXXXXXX XXXX  alleged retirement from the bank, and the time U.S. Bank has had since their first agreement to put in place a long-term Wealth Management team for me, should have triggered U.S. Bank to follow through on their promises to put in place a permanent Wealth Management banking team for me, just as other Wealth Management customers are given who do not file regulatory complaints. XXXX XXXX, XXXX XXXX and U.S. Bank continue to knowingly and brazenly discriminate and retaliate against me for my good-faith regulatory complaints against them. XXXX XXXX, her team and U.S. Bank have failed and lied at every step of the way, all of which is documented in their own correspondence to me. In their correspondences to me, I was promised a long-term private banking team ; that has not occurred. In their correspondences to me, they have blatantly, openly and casually lied about their mistake in mailing confidential personal information to the wrong address. Furthermore, if other customers are permitted to email their private banker, why is XXXX XXXX refusing to allow me the same opportunity?

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 non-monetary relief