Consumer complaint received 2017-02-26
Company: U.S. BANCORP
State: CO
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I have multiple complaints. 
I have been a customer with US Bank a number of years now. One of the reasons I chose them was because when I spoke with them I was told that there would not be fees associated with the acct. I was looking at my acct online and noticed on XXXX they charged me a {$5.00} fee call Analysis charge. I never requested any analysis to be done on my acct. I first contacted the bank by email through their secure email attached to my acct. I asked them to remove the fee. I received an auto-response that I would receive an answer within 2 business days. I did not receive an answer within 2 business days as they promised. When I finally did receive a response, the response that I received back was they could not validate that I was authorized to speak on the acct and that I needed to call and speak with someone even though I was logged into their system and sent the email from their " secure '' server I then called and spoke with a XXXX who I again asked who told me that they were charging a fee for paper statements and that they had changed their computer systems and did not carry over the information on who could act on the acct and that I NEEDED to go to a branch and tell them who was authorized to act on the acct. He said they notified me of these changes with my statements in XXXX and XXXX and that if I switched to paperless statements I would " ALWAYS '' be able to access my statements. 
First, I would like to file a complaint for false advertisement and legally binding contracts as oral contracts are legally binding and telling me it was a no fee acct. 
Second, I am complaining that they did not notify me of changes to my acct and started charging a fee. I do n't seem to have my statements ( so I also request that they send those statements to me ). I would expect that if they were going to change the terms of an acct that notification be sent separately and certified to make sure I and all other people actually receive the notification. 
Third, I am complaining that a large bank is not securing customer 's information and that they do n't even know who is authorized to act on an acct. So can I go in and start acting on others accts. I insist that they provide me the information on what system they were previously using and what they are now using. I also request that your require them to transfer all information from their previous system to their new system. I also think they should be required to notify all customers that they are not keeping acct information safe. It is probably better that they alert the customers than a social media post go viral and alerting the hacking world and illegal operators know about how poorly they have acted. 
Fourth, they sent me a customer satisfaction survey asking at the end if I would like to be contacted by a manger. They have never contacted me. Again US Bank not telling the truth to customers. 
Fifth, I am complaining about the lies that XXXX told me that statements are always available. It has been my experience that companies block access after the acct is closed. I also considering that they already lied about having free fee accts I do n't believe them. Also does this mean they are guaranteeing in the case of an XXXX they will have the statements, because if it does and an XXXX attack happens and they can not produce the paper statements then they will not be able to validate any claims of how much was in the acct. 
XXXX, while speaking with XXXX I was disconnected, possibly because he did not like me insisting my fee be removed and that he send me any paperwork that they needed to update the acct. It is not convenient for me to go into a branch to update who is authorized on MY acct especially because US Bank decided to change THEIR computer system. They also refuse to compensate me for my time due to their negligence.

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