Consumer complaint received 2022-10-04
Company: U.S. BANCORP
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
As a brand new customer of US BANK I had fraud on my checking account. I reported it immediately, and was advised by branch manager to open new account and close old account. 

The new account had nearly identical fraud immediately. I again reported each and every detail. 

I receive provisional credit in XX/XX/2022 and on XX/XX/XXXX a note was placed on the account of the second fraud in fractions stating do not remove hold. Account will be closed and remaining funds Will arrive to consumer in form of cashiers check. 

I did not receive the full amount for provisional credits and with the help of the fraud liaison department was able to conclude the work up of the fraud was incomplete. The fraud liaison submitted the additional items, provisional credit was awarded nearly immediately, and letters of final judgments in my favor for the prior provisional credit have been trickling in as each incident is worked up by different members of the fraud team. 

Again the note/hold was placed by the department of risk assessment on XX/XX/XXXX. 

On XX/XX/XXXX the additional items were located because the amount deposited was definitely not adding up to the amount of provisional credits. 

I went into the bank as advised by the fraud liaison department on Saturday to have the bank manager override the hold and place the {$650.00} into a new account which is waiting to be funded. 

The bank manager refused to remove the hold as advised by the fraud liability supervisor. Internal messaging went back and forth. 

I have made several trips to the bank as well as my home bank which I have only been to one time but was told I must go through that bank. 

It is a simple transfer of funds and or close the account give me the cashiers check at the teller and I will move on. 

I received notice today from a banker at the bank for the bank manager originally refused to override the hold which is in his power. The banker, XXXX, I received an email from the person who placed the whole back in XXXX on the first and the person stated they will not be removing the hold, and my funds will not be released until the account is closed and all of the fraud items are final. 

The computer has awarded me provisional credit. There are checks and balances in place for this reason. The person who placed the hold on the account did it at my request in the first place. I wanted the account closed. I was told the account could not be closed until all provisional credits were received and I was finished with the entire claim. 

I have spoken to no less than over 50 employees of US BANK and at least 40 of them in the fraud department. This is not an exaggeration. 

The person who originally placed the hold on the count waited until the original provisional credit was awarded. I was advised to remove the funds as I did. 

The person who placed the original hold on the account was unaware that the fraud claim was incomplete. 

I was told to be patient and I was. I have lost patience at this point. My funds are being held XXXX for no reason. There is no legitimate reason my funds should not be in my hands at this moment. It is a provisional credit awarded to me. The person who placed the hold on the account and the bank manager who refuses to override the hold and is able to, are completely out of line and playing XXXX. 

I was reading in the parameters and it states clearly 10 business days then 20 business days for new account which would happen its been over months now and I am getting absolutely nowhere. 

I am a XXXX veteran of the United States XXXX and whether I am a veteran or a civilian it simply shouldnt even come into play. My funds, my money, it is not only unlawful to hold them without just cause, it is inhumane.

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