Consumer complaint received 2018-09-27
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
THE FIRST TIME I COMPLAINTED U.S. BANK ( please take a look ) : Hi there, I am an XXXX XXXX holding a XXXX " XXXX '' Visa. I opened a checking account with US bank in XX/XX/XXXX when there was a promotion. I told them that I am an XXXX XXXX Visa and gave them my foreign passport, I-20 Form to let them make copies. In the meantime, I also submitted my W-8 Form. In another word, I was clearly doing my best to tell them that I am a XXXX XXXX, and I do not need to pay interest tax in my first 5 years. Then, in XX/XX/XXXX. I received my bonus for opening a checking account, which is {$200.00}. However, they charged me {$56.00} Federal Interest Withhold at the same time. I called their customer service several times to try to resolve this problem caused by their lack of professional knowledge, the only answer I got from them was " we can not help you, you should talk to U.S. government or I.R.S. ", which was not making any sense at all. Then I went back to the branch where I opened my account so many times, each time they said sorry for what they did, copied my information and said everything was fine, you just need to wait, they will refund you {$56.00}, but i still have not received my {$56.00} Federal Interest Withhold until right now, It's being almost 1 year. During this year, i called the branch said they didn't resolve my problem, i want to complaint to their manager, but they said the manager is not there, they asked me to leave my phone number, the manger will call me back, However, I have never heard anything from their manager. According to I.R.S, a Non-Resident Alien student is exempt from filing interest tax in the U.S. ( If they do not know where to find these I.R.S. documents, I suggest them to call I.R.S. for help, OR, I can teach them where to find these documents. ) And also, according to the Tax Treaty between the U.S. and my country, a foreign student should be exempt interest tax within their first 5 years. ( If they do not know where to find these Tax Treaty documents, I suggest them to call I.R.S. for help, OR, I can teach them where to find these documents. ) All other banks which I have relations with know how to treat a XXXX XXXX XXXX, and they all did not put Federal Interest Withhold on my interest. Such as, XXXX   XXXX XXXX, XXXXXXXX XXXX, XXXX. And also, as far as I know, some other branches of US bank, they know how to treat a XXXX XXXX as well. Why, on earth, certain US bank employees do not have the basic professional knowledge and refuse to listen to any explanation? I clearly told them I could show them all these documents mentioned above, but they just refused to listen.

U.S. BANK ANSWERED MY COMPLAINT : We reviewed the situation and confirmed you did attempt to submit a W-8BEN after the account opening ; however, each time it was received it was incomplete or we required additional information. Unfortunately, we have not received a valid W-8BEN to remove the interest withholding on the account. Therefore, the {$56.00} Federal Interest withholding that was reported in XXXX to the Internal Revenue Service ( IRS ) can not be refunded. If we receive a valid W-8BEN, it will stop any interest withholding going forward. For assistance with completing the W-8BEN Form, please visit your local branch.

U.S .BANK ARE LIER : They just simply lied about what happened. They accused me not submitting a valid W-8 form, which is complete a lie. I submitted the exactly SAME W-8 form to so many banks, e.g. XXXX XXXXXXXX XXXX, XXXX XXXX, XXXX XXXX. And why, on earth, th/ey all accepted it as a valid form, except for this " exceptional '' bank -- U.S. Bank?! Now, let 's back a little bit. Let 's assume their lie to be hypothetically " true '', which could not happen at all. Why did nobody from their bank tell me about that?! They have NEVER contacted me, even once. Every time, it was ME who tried to contact them and solve the problem, no more than 10 times, and nobody told me anything except the same excuse '' please wait patiently, we will call you back ... '' How sweet they were! Haven't hear them back for nearly 1 year ... Now they finally gave me a " answer ''. I thank them for making such a " perfect '' excuse.

NOW, U.S.BANK CHARGE ME AGAIN : O MY XXXX! U.S.BANK charge me again!! 
Last time they charged my checking account {$56.00}, they didn't refund to me. This time they charge my saving account {$12.00} again in XX/XX/XXXX. 
when i opened account, I already did what i can do, I filed a valid W-8 Form so many times, which other banks accepted it as a valid form, except for this " exceptional '' bank -- U.S. Bank. SO right now i truly don't know what else i can do, i just want my money back ... ..

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 monetary relief