Consumer complaint received 2023-07-26
Company: U.S. BANCORP
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX I found out I had no access to online banking when I called us bank I was told that my account is going through closure and is also frozen no deposits or withdrawals could be made. They wouldnt give me any other information and told me to wait on the letter they sent which would explain everything. When I asked whats going to happen to my son 's social security deposit I was told it would be rejected and sent back to SSA. I then contacted SSA and changed my direct deposit info and was told that I was too late for this check being sent out the XXXX. The morning of the XXXX I call us bank and see if my deposit was sent back and after hours on the phone they finally got ahold of the ach department who stated they did get my deposit but because of the hold its being rejected and that will be processed to go back to the SSA Friday morning. The XXXX I woke up to a text that my son 's social security was deposited into my frozen account. When I contacted us bank they couldnt tell me why its wasnt returned like I was told it was going to be. They wont allow me to withdraw the funds in person or by any other means. They just keep telling me to wait for this letter. I get the letter on Saturday XXXX and it doesnt tell me anything other then my account is being closed for irregular suspicious activity and that they have disabled my ATM card and debit card that they will send me a check within 15 days of verifying all previously made deposits and that if I have any questions then I need to contact XXXX XXXX XXXX US Bank branch so I contact the Bank branchand she tells me she will try and get hold of the department that is in charge of closures to release my money but I have not heard anything back from her since Saturday the XXXX and no one else at U.S. Bank will lift the hold or tell me when my account is going to be officially closed, or when I will receive a cashiers check for the balance in my account. The only funds that are in my account are the funds from my son Social Security check when I asked them why my check was not returned to Social Security under the return code r16 account closure or account frozen they couldn't tell me they won't tell me when they will release my money or why my account is on hold or why my funds are on hold and when I told them they are required to make my funds available for withdrawal no later than XXXX XXXX  on the settlement date or otherwise they are in violation of 31 CFR part 210. They claim they didn't know what the Green book regulations are and kept stating that this was U.S. Bank policy and when I asked why Bank policy supersedes federal law regulations, I was told I shouldn't have had my money deposited into account which was frozen. I did not have a choice as they told me two business days before the direct deposit when they were supposed to give me 30 days notice, and if not, they had to allow me access to my funds until proper notice was given, but they should've sent back. The funds to Social Security on return code r16 but they didn't they forced deposited into account that they knew was being closed and was frozen therefore keeping me access from being able to withdraw those funds. I've contacted fiscal services Social Security in every department at dept at us bank and branch. I just want to know when my account closure will be final when I will be sent a check or I want immediate access to withdraw those funds as I am legally required to be able to why is U.S. Bank able to clearly and blatantly defy federal laws and regulations. I've contacted corporate at US Bank and nobody will call me back. Nobody will tell me anything other than I'll be sent to check when my account is closed but not tell me when that will be when I told them that they were not allowed under any circumstances to withhold, my funds from me via XXXX XXXX regulations they didn't care and just stated this was US Bank policy. I just want my money. I had even asked them if I can close my account now and they won't let me they won't let me withdraw my funds. They won't let me transfer my funds. They won't let me go to the branch and withdraw all my funds. They just want to hold those funds in my frozen account with no date of when the account will be closed and sent a check. I've exhausted every thing I possibly could think of and all I want is U.S. Bank to be held accountable for the federal laws and regulations. They are required to follow when they accept ACH payments from government entities. I wasn't given the 30 day notice they are required to give. My funds were not sent back to Social Security like they were required to be, I have not been notified that my account or funds are on hold or frozen or a definite date of when my account will be closed or me sent a check with the funds that are in my account. I do not understand what they need to verify as the only deposits that go into my account are child support direct deposited from Washington state and Social Security direct deposited for my son XXXX both should be automatically verified so I am unsure of what exactly is taking so long for me to either withdraw all my funds or be sent a check.

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