Consumer complaint received 2017-06-30
Company: U.S. BANCORP
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I have had my US Bank Visa card since XX/XX/XXXX. I have never exceeded my credit limit or made a late payment and my current FICO score is XXXX. I received a letter from XXXX XXXX at US Bank dated XX/XX/XXXX. The letter states : " Please be advised that U.S. Bank has elected to close your credit card account at this time in accordance with the terms of your Cardholder Agreement. The account will be closed effective 14 days from the date of this letter. If you have any questions concerning this letter, please do not hesitate to contact us at XXXX or contact customer service for further direction. '' I called and left her a message on XX/XX/XXXX and XX/XX/XXXX and left voicemails both times. I called customer service on XX/XX/XXXX ( after leaving my second VM ) and the woman was very nice and apologetic but she had no idea why I had received the letter as there were no notes on my account. I asked for XXXX 's supervisor and the woman stated that it is a different department and they do n't have information like that and I would just have to wait for XXXX to return my call. <P/>XXXX returned my call on the afternoon of XX/XX/XXXX. She was very non-apologetic and had zero empathy that a long-time customer was going through this. I asked her for a reason why they were closing my account and she said that they had done a review and it was decided that they would close my account. I pointed out my 17 years of being their customer, no late payments, no exceeding of my credit limit, etc. She could n't have cared less and just repeated that they conducted a review and decided to close my account. I asked what they covered during this review and she said that she could n't divulge that because it was proprietary. I said that I am the customer and so I deserve to know. I also stated that this was the worst example of customer service I have ever witnessed to which she replied she was not in customer service. I pointed out to her that I am a customer and she is discussing this with me so she IS in customer service. I asked for her supervisor 's name and a phone number or email which she refused to give me multiple times. The only thing she would offer was some generic PO Box which I could mail a letter to. I pointed out that, by the time they get my letter the account will already be closed. I made it quite clear that the reason I was most upset about this is because I do n't want this to negatively impact my credit ( since I am in the process of purchasing a house ). She said it would n't since they make it look like I closed the account. ( I do n't think that wo n't impact my credit score since part of it is based on how long you have had your accounts. ) Since XXXX had no solutions or even an explanation, I went to the US Bank in town and asked to speak with a manager. I had the printout of my last 12 months of FICO scores and the letter from XXXX. I asked him if there was anyway he could assist me. He looked over my account and did n't have any idea why they were closing it AND EVEN MENTIONED THAT I HAD AN OFFER FROM THEM FOR ANOTHER CREDIT CARD!!! <P/>This situation has been ridiculously frustrating and I am mostly upset by the fact that a credit card company has the right to just close your account without explanation when that has negative ramifications on your credit score when you work so hard to protect it.

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