Consumer complaint received 2017-02-22
Company: U.S. BANCORP
State: OH
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
On XXXX/XXXX/17 I called the credit card help line to inquire why I had received a credit card I did not ask for. 
I was greeted by an automated response telling my all agents were busy. 
8 minutes later my call was answered. The agent began speaking before the connection was complete so I got a monotone garble and 'what is your account number '. No hello. No how can I help you. No my name is. Just robotic 'what is your account number '? 
Mind you it 's already been types in. 
Before I waited the 8 minutes. 
I gave the number. This person was not happy at her job. And I was not happy to have waited 8 minutes and be greeted by such a nasty person. So I can be nasty right back. She asked for further information in a snotty tone. I asked for her supervisor. She refused until I finished giving her all the information. 
Now I am getting more irritated. You will not refuse an escalation because you are not satisfied! 
When I forcefully pushed the issue, she refused her name. She finally conceded and put me on hold.. 
For 11 minutes. 
I hung up because I had to take a call. 
I then tried to call US Bank Corporate. XXXX. 
Call answered by XXXX. When I told him I was very angry and needed to talk to someone at an executive level, he put me into someone 's voice mail. 
I hung up. 
I called again and talked to XXXX. He was not very patient and put me thru to a different voice mail box. 
I hung up. 
I called again to XXXX. He yelled at me for being mean to him. He is now aggravated and I VERY angry. He put me on hold for over 12 minutes then transferred me into a general queue. 
I hung. 
I called XXXX again several times. Now he is just putting me on hold without even taking my calls. 
I waited about 10 minutes and called form a different number. I demanded to speak to a human immediately. XXXX laughed. And snorted. 
He finally put me thru to the credit card office of the president. 
I was connected with XXXX XXXX. This was a very poor encounter. XXXX refused to address my complaints about customer service. Kept wanting my credit card number. Kept saying Oh we 'll look into it. He was very obstructive to resolving my complaint. When I demanded escalation he stated he was the highest person at US bank I could talk to. 
EVER! 
Refused to give the name of his manager. 
Refused to have his manager call me. 
Refused to address XXXX 's behavior. 
Refused to give me the name of XXXX 's supervisor. 
This seems to be a common theme at US Bank. 
I am DEMANDING a call from the vice president of the credit card section and the vice president over the business unit that governs the telephone operators. I have had multiple horrible experiences with US Bank. 
I am just a small time customer. 
I know we do n't mean much to you. 
But it is now my mission to be heard and I will keep making an issue of this! It 's the principle of the issue and the way the average customer is treated. 
I may be reached at XXXX. I expect a call no later than close of business XXXX/XXXX/2017 XXXX/XXXX/2017. The above call did not occur I did receive a phone message from a XXXX ( sp ) on XXXX and again on XXXX. Both times asking me to return her calls. I have placed XXXX calls to her and left messages but no further attempts have been made to reach me. 
I did speak with a branch manage and the regional director. They did assist me in getting the card closed but have not been able to facilitate my complaint about service. I was told that XXXX was the highest - best person to talk to. On XXXX I was also told that XXXX XXXX manager was to call me. As of today XXXX/XXXX/17, no one from any part of US Bank has attempted to reach out to me. 
Again I am demanding escalation and a personal phone call at the number above.

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