Consumer complaint received 2021-06-10
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 opened a new checking account online, but I chose to walk into branch to finish setup. 

On XX/XX/XXXX, XXXX visit a branch near home to finish setup as I was going to deposit two checks totalling {$220.00}, which would meet tje {$25.00} opening deposit. I was told since it was a Friday it would take until the following Monday for US Bank release the hold since no money was added at the beginning. 

The Bank Analyst helped me get setup with a temporary card until new one came in 7 to 10 days later. 

Once the card was in I made several purchases. Unbeknownst to me duplicate charges from a online game I play appeared on accounts on or before Sunday XX/XX/2021. I also received a push notification on my cell phone on Monday XX/XX/XXXX, so I placed a call to US Bank to dispute the charges. The agent was very nice and helped me file a dispute. She said the charges will remain so your account will look weird until after the investigation of the charges. I said OK. 

Next day on XX/XX/2021 I received a voicemail from an XXXX on behalf of US Bank as she wanted to ask about recent transactions on account, which I thought was odd cause there were no red flags and all my purchases were OK except for the duplicates in question. 

On XX/XX/2021 I called the phone number and since she didn't answer I hit XXXX  as she mentioned in her voicemail to any Analyst. The Analyst that took my call asked me the usual identify stuff to prove it's me, then she said could she put me on a brief hold and I said sure. I was on hold a total of 5 minutes, and when she returned she asked about some incoming XXXX. I told yes I have family and friends sending me funds until I get back on track due to the pandemic, and I am also awaiting my tax refund to deposited when she told me someone successfully tried and accessed my account out the country and they were going to close the account cause I violated the terms and conditions by willing giving out my username and password. I indicated to the Analyst that at no point have I in anyway freely given out that information. That is something I would never in my life do. I told her I just finished talking to someone yesterday about duplicate charge dispute. She said you have a dispute too already this early in the account. I said yes, and explained that I have an old phone that sometimes freeze in during a transaction, so it will process not once, but twice without me knowing it. I can not replace my cell phone that is three yes old til my contract needs in XXXX. 

She said in her opinion including the notes she would put in the system that the account should be closed before or after the investigation is complete. I said why cause I did cause a risk to my account by violating the terms of the bank by giving out my username/password information to anyone. Also I can not help having a dispute so early, but I have stop using my cell for purchases until I get a new phone, so it will never happen again. 

She suggested I call the branch I went to see what could be done. I called them immediately after and explained the situation in detail including the dispute, pending XXXX, and tax refund being deposited. She told me they couldn't transfer me to a new account until after investigation, but any deposit would continue to be accepted until dispute & fraud investigation was done.

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