Consumer complaint received 2021-01-26
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On Saturday, XX/XX/XXXX I received a letter from U S Bank dated XX/XX/XXXX ( See attached ) stating with no explanation that three ( 3 ) of my accounts were being closed. I was shocked. 

On XX/XX/XXXX I called the XXXX Customer Service Center listed on the letter and that I have been familiar with and used for several decades. XXXX transferred me to XXXX in the Fraud Department. I read the letter to him, he stated it could be one of two things, a server maintenance generated letter or a phishing attempt. At that time he stated my accounts are not being closed, recommended I keep the letter and I could go into a local branch. I expressed due to the current state of Covid-19/Corona Virus and as a senior citizen I wasnt trying to go into public places as much as possible. XXXX assured me that as of right now accounts are secure and not being closed. 

Tuesday, XX/XX/XXXX I spoke to XXXX XXXX at the U S Bank branch at XXXXXXXX XXXX XXXX XXXX, XXXX XXXX, CA regarding the letter. She said to give her until the end of the day and she would call me back. 

Wednesday, XX/XX/XXXX I called XXXX XXXX again since I didnt hear back from her, she stated she was waiting to hear from the back office and would call me in an hour. I expressed I was curious and concerned why I received the letter in the first place. When she called me back, she stated the back office account closure department said accounts were being closed and she did not have any further information. I asked for a contact name, she said the person didnt give her a name. 

Thursday, XX/XX/XXXX I called the XXXX Customer Service Center and was transferred to the Fraud Department and spoke to XXXX who stated it looks like my account is in good standing. XXXX then transferred me to XXXX who then transferred me to XXXX the call switched to XXXX, OR. XXXX works with checking accounts and stated he doesn't see anything like that, why it would be closed. He can confidently say all the accounts are perfectly fine, can assure you that there aren't any restraints on the account. If they were doing emergency servicing/closures for Fraud, there would be restraints. Whatever may have transpired to initiate a letter, it was resolved naturally. He can confidently say everything is okay. 

Thursday XX/XX/XXXX my daughter called me to say that her account, which is linked to my accounts, was closed. She informed me that on XX/XX/XXXX she sent her sister, {$100.00} and tried to send {$260.00} right after and XXXX XXXX denied it. She stated she figured they thought it was fraud sending funds back to back. She thought XXXX XXXX declined it. Later that day she went to the gas station and the card declined again. The bank representative said they thought it was fraud in her account. In her words she stated, I verified I was indeed making the transactions and they cut the card back on. 

XX/XX/XXXX Called U S Bank XXXX, IL branch where my account was opened. That branch is now closed. 

XX/XX/XXXX after receiving the above information from my daughter, I again called the XXXX Customer Service Center number and spoke to XXXX. She can't confirm why they ( accounts ) were closed. No notes are on the account. She has never seen anything like this. No accounts are transferred to other accounts. She checked around to see why accounts are closed. She was unable to bring me up in closed accounts. There is a way to reopen the account. She forwarded all the information I gave to her and is checking with XXXX XXXX XXXX on how to reopen all accounts. After checking with Supervisor XXXX, she stated we would have to go into a branch. She did locate the banker that closed the account in Risk Management who won't be available until Monday, XX/XX/XXXX. XXXX recommended that I go into one of the branches and let one of the tellers know. Most departments are closed today. She gave contact info : XXXX Risk Management ( Ohio ) Hours XXXX M-F. 

XX/XX/XXXX I called the XXXX Customer Service Center again based on being uncomfortable with the situation of having my accounts closed for no reason and feeling that each day was going to make the situation worse my annuity could not be automatically deposited from OPM ( Office of Personnel Management ), no access to funds to pay my upcoming due bills that I always pay on time, no access to funds to make transfers of payments to another external Federal Credit Union and the great inconvenience this has caused. 

XX/XX/XXXX I spoke with XXXX in Customer Service who stated there are a few reasons why an account could be closed - Inactive - bank should give disclosure reason. He looked to see if any notes are given, and put me on hold to check if he can see notes. He looked to see just what's going on with the account. When he returned, he informed me that U S Bank decided to close the account. XXXX stated what you can do is open a new account. U S Bank decided to end the relationship with this account and cited a document I should have received when the account was opened. Monday the branch opens. On Monday when you call contact the Fraud Liaison center can ask why account was closed down. XXXX gave contact information : XXXX Hours XXXX CST Sun-Sat ; First time XXXX handled a call like this, wanted to make sure he checked into everything. 

XX/XX/XXXX Called U S Bank branch at XXXXXXXX XXXX XXXX XXXXXXXX, no answer. 

XX/XX/XXXX I spoke with XXXX in Risk Management, XXXX. XXXX stated XXXX XXXX at XXXXXXXX XXXX XXXXXXXX, MO, an analyst in the CDDO closure team closed the account. He put a hold on it, took it off hold, then deleted, he closed the account. Nothing on the account tells her why. 

XX/XX/XXXX Called XXXX XXXX, XXXX, call went to voicemail, left a message for him to return my call. 

XX/XX/XXXX I went to the branch at XXXX XXXX XXXX XXXX. where I had spoken on the phone with XXXX XXXX on both XX/XX/XXXX and XX/XX/XXXX. When I arrived at the bank to be there before it opened at XXXX, there was a notice in the window stating the branch was closed and directed customers to the U S Bank XXXX XXXX branch. 

I drove to the XXXX XXXX branch, waited in line, and talked at the window to XXXX XXXX, Assistant Vice President Branch Manager. I told her someone closed my accounts and that I spoke to XXXX in Risk Management as stated above. Informed her I called the number on the letter that I was familiar with and had used for decades. I also stated I did not call the other number listed on the letter because I wasnt familiar with it, and when I XXXX it, that number had both references to Scams and a valid U S Bank number. She suggested I call that number. I went back to my car and called in the parking lot. 

I spoke with XXXX at XXXX He stated U S Bank has the right to close the account. Neither him nor a manager, or customer service - no one will be able to advise why my accounts were closed. No one has a reason. I told him that is totally unacceptable. He does not have the reason that decision was made. Told him I spoke to XXXX in Risk Management this morning who informed me XXXX XXXX XXXX closed the account. XXXX stated one person does not have the ability to close an account, it's a team. I asked him a question, young man, if you had an account for almost 40 years, had a government/annuity check deposited, paid rent, gas, groceries, occasional purchases for grandchildren and one day for no reason your account was closed, what would you do. He stated he understands, and couldn't help any further. Told him I believe it could be an honest mistake and asked what should be done. He said it would take a member of the branch, depends on the situation, to have it cleared away. The branch can send an email if indeed this was a mistake that was made. He doesn't know if it can be cleared away. I asked him if he could email XXXX XXXX at the XXXX XXXX, Ca location and that I was sitting in my car in the bank parking lot. He agreed to email her. 

I went back to speak with XXXX XXXX, she received the email, asked me to give her some time to check into it and she would contact me. NOTE : To date, she has not contacted me. 

XX/XX/XXXX Called XXXX XXXX at XXXX Call went to voicemail, left a message stating the call was an emergency call for me. 

XX/XX/XXXX Called XXXX XXXX at XXXX ( direct ) Call went to voicemail, left a message that it was an emergency regarding my accounts. 

XX/XX/XXXX Called XXXX XXXX at XXXX ( direct ) a second time and left a message. Called XXXX ( branch ) recording stated theyre not taking calls, no option available to record a message. 

XX/XX/XXXX Called XXXX, XXXX answered call spoke with him again and asked to speak to a manager. He stated again, him neither his manager had no way to rebuttal. We dont have a way to assist with that decision to close. I told him I dont know where my funds are, and have had to scramble to find other ways to get rent and bills paid. He stated any remaining funds would be sent to address on file. He offered the email address for the manager of the Outreach Department XXXX. I asked what does CDDO mean its the Customer Due Diligence Outreach Department. XXXX offered me to include his name, XXXX XXXX, Outreach Analyst in the email. I asked, based on other representatives not calling me back or responding, will he ( manager ) respond back to me and how soon would I hear from him. He stated the manager is good at getting back to customers. 

XX/XX/XXXX Emailed XXXX XXXX, XXXX, CDDO Department XX/XX/XXXX Received a letter dated XX/XX/XXXX stating my U S Bank Visa card is being closed 30 days from the date of letter. ( See attached ) XX/XX/XXXX Received three ( 3 ) checks from accounts. 

XX/XX/XXXX Called Customer Service, spoke to XXXX and explained in detail the letter dated XX/XX/XXXX, multiple calls, visits to U S Bank with one branch that I communicated with someone on XX/XX/XXXX and XX/XX/XXXX and on XX/XX/XXXX that branch had a sign on the door and is now closed, went to XXXX XXXX, spoke with XXXX XXXX who said she would contact me, called her twice with no return call and an email to XXXX on XX/XX/XXXX with no response. XXXX messaged managers to see what's going on. After a brief hold, XXXX sent/transferred me to Recovery Area XXXX ( no manager name given ) in the Recovery Loans and Lines Department. XXXX, Repayments Department, XXXX cut me off several times and transferred me back to the Customer Service Department in a very unhelpful manner. 

XX/XX/XXXX ( Same call as above ) Spoke to XXXX, asked him to transfer me to a Manager over a Manager over a Manager. After holding again a recording came on saying hold is four ( 4 ) minutes to speak to another banker. After holding again XXXX answered the call and said there's no way for him to transfer me to a manager. XXXX stated he is sending a " form '' to Manager XXXX XXXX ( initial only for last name ) his Direct Manager in 24 hour banking department. I should receive a response in 24-48 hours. 

XX/XX/XXXX Called U S Bank XXXX XXXX, IL branch - no answer, branch appears to be closed. 

XX/XX/XXXX Emailed XXXX XXXX, Manager, CDDO Department a second ( 2nd ) time. No response was received from first ( 1st ) email. 

XX/XX/XXXX Received an email response from XXXX XXXX that states in part, we now consider the matter closed and will not respond further. ( See attached ) U S Bank dropped the ball with my accounts. Although it may have been an honest mistake, U S Bank doesnt have a consistent Standard Operating Procedure in investigating what could have happened. In checking with multiple representatives, I was told by XXXX in Risk Management that XXXX XXXX at XXXX, XXXX XXXX, MO, an analyst in the CDDO closure team closed the account. He put a hold on it, took it off hold, then deleted, he closed the account. Nothing on the account tells her why. Based on what she expressed, it appears that a biased decision was made without investigating the full gamut of the accounts. Since U S Bank is extensive in employing multiple Customer Service personnel, different individuals wouldnt have a clue whats happening and therefore would leave a strong potential to have a biased approach without knowing what actually occurred with the accounts. 

Wouldnt a long standing account for over three ( 3 ) decades, belonging to a retired XXXX XXXX, who has had no changes in basic activities monthly deposit from government annuity, debits of rent, gas, credit cards, insurance, groceries and few shopping outings warrant the possibility that someone made a mistake, especially in the midst of a worldwide pandemic?

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