Consumer complaint received 2020-09-23
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This is my trying to deal with US Bank after I sent a check to myself from another account, while not knowing my dad was closing that account ( it was a joint account ) at the same time. 

Quick story : Check bounced. I called customer service. One person led me to another, to another, to another, so on and so forth, between the local branch and the call center number. I spent two and a half weeks just trying to get INFORMATION about my account/what was wrong, let alone what I can do at that point to restore it/get access to my funds ( at a time I desperately needed them ). I logged in every day to check all of the statements/documents in each section, looking for any communication from them whatsoever. I tried to XXXX {$1.00} a day just to see if I could access funds. 

Even though I think it's backwards af that banks don't have to communicate with their account holders in these matters for an indefinite period of time ( I mean ... forget XXXX ... this is an XXXX backwards law all around ... ), and although their awful/point-the-finger communication was the initial reason for my anger, that is not the reason I'm here. 

Today, after getting XXXX  around by three different people in a department conga line, somebody finally told me the first piece of information that I could use. My account is set to close at X date, at which point funds will be mailed to me. Great. Thank you. I now no longer have to spend 2-3 hours on the phone/driving to your branch every day trying to just get a basic piece of information. 

I had the funds ready. I didn't know my dad would close the account. I wish US bank had given me a chance to show it/fund the account/prove that I did nothing illegal. 

What finally got me to write this complaint, however, was the following : I was told that the local branch manager was the only one who had the right to reinstate my account ...

( 1 ) they told me a different branch was my local branch originally, so there was a lot of wasted time and effort there.

( 2 ) Then they told me a different branch is my local branch. That branch told me that my local branch got shut down recently so he can't do anything. I asked him whether I'm the first person this has ever happened to and whether they have policy about this. At this point it was clear to me that they would rather just not deal with me EVEN IF I DID NOTHING WRONG, AND HAD THE ABILITY TO PROVE EMPLOYMENT AND FUND MY ACCOUNT BEYOND WHATEVER AMOUNT THEY WOULDVE LIKED. 
( 3 ) He said he'll call me back. When he called me back, he said his boss is on vacation for a week so he can't do anything. I asked him whether I can use my XXXX car as collateral ( for {$800.00} in my account ... literally just to be able to pay bills ... instead i've had to take out high interest loans ). He said umm ...

( 4 ) At this point it was clear to me that he just lied to me and denied me any options that I may have had. 

Forget the fact that this is literally the only year of my life that I've struggled financially ( was riding XXXX credit score for a while ). 

Forget the global pandemic and all the others suffering at the moment. 

Forget the XXXX  around I got for 2.5 weeks from customer service for hours a day/it not allowing me to use my time productively in other ways. 

I can " understand '' all of that in the name of law ( and XXXX business practices XXXX. 

What I can't let go of is the fact that there is a dude out there, probably sleeping comfortably in his pajamas right now, who decided to callously lie to me rather than even give me due process. I would've 100 % been okay with being denied re-access to my account ... but he decided that he would rather not even give me that. 

Dude ... I lost my faith in humanity HARD because of you today. I'm not even going to get into my personal situation right now and how I might be suffering. Even if you lack basic empathy ( like, hey let me just at least tell him that I'm able to take on the risk/unfreeze your account but I don't want to even if you use your XXXX car as collateral ), I'm sure you've read a newspaper headline or two by now.

You know what's funny, Mr . US Bank Manager dude ( and likely the communication he was receiving from 'upstairs ' )? 
You know what's funny, Creator-of-USBank-IVRXXXX? 

Forget the fact that I could have proven my assets/how it's not even close to a risk to re-instate my account/that I did nothing illegal and that my dad is a XXXX. 


Before today, I simply felt like you were callous in how you treated me/had bad business practices/I didn't want anything to do with y'all again. 

Today, you ignited a spark in me. 
By lying, and by not giving me due process ( in the ONE time in my life ) that I've faced such extenuating circumstances. By stealing from me, both in terms of my time and now the high interest on the loan I had to take out. And finally, by the fact that through some combination of laws in this nation/US Bank 's practices, this was even allowed to happen in the first place.

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