Consumer complaint received 2018-06-19
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Late last year, I had a problem with a loan company and my cable company charging my account without authorization. I voiced this issue with US Bank. They stated I would have to just call those companies and tell them to stop trying to charge me but never credit back the fees and there is nothing else they can do about it other than close my account and open a new one, however it was not an option because I would have had to bring my account current which at the time was about {$700.00} in the hole due to this issue. The cable company stopped billing but the loan company continued costing more money. I asked the bank if they could block the fee, they refused. this went on for several weeks and was advised that i could go into a repayment plan with my account which means I can still use my account and then owe the balance on another account which I pay {$110.00} per month on for 6 months. I was also told the only way for me to go over would be if there is an automatic payment on the account, which turns out later to be untrue as I have got an overdraft fee a couple weeks ago and asked for a one time courtesy of credit, they refused and advised me to call my branch and usually they are more lenient and I found out today they also use the same denial script as the customer service reps. I also was told the first time I ever went over on my account that it will give one business day for my account to charge the fee, this time now the rep told me since I went over by {$6.00} it charged me {$36.00} but it was the next day. I advised her that my account was not overdrafted because I checked it before I went to the storeat XXXX XXXX XXXX, she persisted to tell me my balance must have went over right after that. ( she saying apparently within an hour and a half after i went to the store ) im wondering Who checks their account that late? i was also told by repayment dept my payments are due the XXXX of each month or they would permanently close my account, I found out the hard way that it was actually the last business day of the month by another rep about 3 months into the plan where I paid a day late due to the previous misinformation and was in jeopardy of my account closing but it remained open. Just last week I received a letter from US Bank stating I have been charged {$770.00} in overdraft fees in the last 12 months. I was not aware of this massive amount that I have paid this bank. Today on my lunch break, I go to get gas and was declined because once again apparently my account went over since yesterday and was also charged {$36.00} twice the same day. So I call my branch at the landing and spoke with XXXX. I explain to him the situation with my account and how i need to get to the bottom of this. All he does is tell me ways to avoid the fees while wasting 15 min of my short lunch break and trying to sell me a line of credit and a credit card. So instead of giving me a one time courtesy while explaining how the account is currently set up, he tries to get me to incur more debt? This customer service I have been given is totally unacceptable. Ive been given so much misinformation by this company and every time I turn around someone is saying something different. Now XXXX tells me I have to notice my account went over the same day and put the money back in by XXXX XXXX. To make that doesn't make any sense, and its very inconsistent with what ive been told before. He also turned off my overdrafts, so I cant incur anymore but it's too late, like I told him when I entered the rrepayment plan in XXXX I was told they were turned off then! Then he said im sorry I cant refund you but ill speak with my manager and see if he will and we will get back with you. So I told him well please just explain to him what I told you about my repayment plan account and what I was told when I set it up. He then says yes im just going to tell you now that we probably wont be able to waive the fee but we will be in touch! Ive never experienced such unfriendly, contradicting, unruly customer service in my life. But yet I've given this bank over {$800.00} in just 12 short months. Is waiving my current fees I got today too much to ask? Every time this bank makes a suggestion to me to help me, I do it. turn off overdrafts, I do it! change the type of checking I have, I do it! Call the branch, I do it! Yet they never do anything for the customer, they just give bad information and take their money.

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