Consumer complaint received 2019-07-02
Company: U.S. BANCORP
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have recently applied for the XXXX Mastercard, a product of the US Bank. My application was approved and I received the physical card in the mail ( last four digits ending in XXXX ). Later I placed an order for some supplies with a vendor and he let me know that the transaction was denied. I called the US bank and asked them to allow for the transaction. They rightfully did so, however, the same problem occurred with the next purchase I wanted to do. This time I called them and they said they are temporarily closing my account for fraud purposes and they asked me to submit copies of my driver 's license, social security card, lease/mortgage, tax documents etc. I argued with them that this is not right. I have already been approved and they had all the information about me but they did not accept my reasoning. I mentioned that if you were not sure about my identity and if you wanted me to submit all these documents in the beginning maybe I would forgo of applying and did not apply for this account. Now, you are changing your terms and policies after I have applied and been accepted. 
Anyhow, they did not reopen my account. Due to serious financial hardship and family emergencies I had no options but to send them copies of my documents. I did so. However, to my surprise and in an astonishing move, the US bank representative Mr. XXXX XXXX ( Phone number : XXXX Ext. XXXX ) had reported that the spell of my name was incorrect! This was told me by a lady in the customer service on Friday XX/XX/2019. I tried to call him on that same day but could not reach him. Called the company on XX/XX/2019 and they transferred me to him but he did not respond. Eventually I was able to talk to XXXX XXXX on XX/XX/2019. I asked him that he has claimed that my name was spelled wrong in the application. How is it possible that I have received a letter with your signature on it, having my name spelled very correctly? How is it that my name appears the same way it shows on my social security card? 
He then changed his story even further and resorted to the most unbelievable excuse. He said that my signature on my social security card does not match my name! I asked him how did you decided that my signature does not match my name? He said this is final and my account is closed and I have to reapply. I asked to speak with his supervisor. He said he is going to put me through but then he disconnected my phone call. I tried to call him at least 9 times on XX/XX/2019 and he did not respond. I called the number on the letter to complain about him but the lady who answered the phone told me I need to submit my compliant to XXXX XXXX as he is the one who has made this decision. I told her that this is a complaint against XXXX and it is a conflict of interest and totally does not make sense to submit my complaint to him but she said she can not help me. At this point I really believe that US Bank 's employee is discriminating against me. I have submitted all the necessary documents and they have seen my identity but they are still unwilling to reopen my account. I even reached out to the US Bank 's XXXX page and asked them for help. 
This act of them is putting me in financial hardship and causes more serious problems for me and my family.

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