Consumer complaint received 2023-05-02
Company: U.S. BANCORP
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
U.S. Bank is responsible for the most baffling and stressful week of my life. I'm currently applying for a mortgage. When I went to upload my bank statements from U.S. Bank to the portal for my mortgage documentation on the morning of XX/XX/XXXX, I noticed they didnt say XXXX XXXX XXXX them. They had my address, but were addressed to XXXX XXXX. I looked back at my statements and saw this change happened between my XXXX and XX/XX/XXXX statements. This was completely shocking : Ive never changed my name and/or been married to someone with the surname XXXX, I withdrew money using my real name and account number at a U.S. Bank XXXX XXXX XX/XX/XXXX without anyone pointing out that the name on the withdrawal slip didnt match the name on my account. If they did mail me any documents, I wouldnt have received them because I live in an apartment building and only mail that matches my name on the mailbox gets delivered to me. I don't see any emails from U.S. Bank stating an account change occurred. 


Later in the day on XX/XX/XXXX, I went to a U.S. Bank branch in downtown XXXX at XXXX XXXX XXXX and met with XXXX XXXX who changed the name on my account back to my actual name upon me providing my social security number and drivers license. This does not update the name on the previously issued statements. I am submitting this complaint because I have not received any written acknowledgement that this error was caused by U.S. Bank, not me. 

The short explanation of why this happened is that U.S. Bank has TERRIBLE security. If someone told me on XX/XX/XXXX that this could happen, I don't think I would believe them. 

What I was told at the branch on XX/XX/XXXX is that someone else was changing their name at a branch in XXXX, MN in XX/XX/XXXX and that change got applied to my account. I have never lived in or near XXXX, MN. It has always been about XXXX hours of driving away from me. I confirmed I was not the person who made the name change request and I that was not in XXXX in XX/XX/XXXX. In my opinion, there are clearly no enforced requirements account changes are applied to the accounts owned by the person making the changes. This is an incredible security risk. Bankers can apply name changes to accounts without verifying the social security number of the person changing an account name matches the social security number on the account the change is being applied to?! I still can't believe it. They also dont require any proof of address to submit a name change request. I did bring my XXXX tax return to show my proof of address, but they said they didn't need it. I believe U.S. Bank shouldn't be allowed to continue operating as a bank until these egregious security flaws are fixed. 

I've attached the letter I received from U.S. Bank to present to my lender, but I am upset they don't admit they're the reason I had to deal with this in the first place. 

My credit cards were also closed last summer and I never received any notification that they were closed. This might become a separate complaint since it's about a credit account.

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