Consumer complaint received 2017-08-02
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I had a checking account with US Bank and I received a notice on Monday XXXX XXXX, 2017 that was dated XXXX XXXX, 2017 stated my account was closed. I was confused and did n't know why my account was closed since I had a positive balance on my account at XXXX on Sunday of {$10.00} and I did not use my card on Sunday or Monday and no charges I was aware of was pending. So I checked my mobile app for balance information again on XX/XX/XXXX and it had no information listed for my checking account, only for my credit card for this same bank. So I contacted the recovery number I had in my phone to ask some questions about my open account, and yet the phone was not working correctly because when I called 3 times the recording stated they will close at XXXX, but it was only XXXX and my call was disconnected each time. So I decided to go to my local branch to speak with a manager to see if someone can help me. And the manager at the XXXX branch is XXXX XXXX XXXX ( XXXX married name now ) and she call me into her office with the door open to discuss my personal checking account information while the bank was crowded with people at the beginning of the month. I showed her my letter and asked her why my account was closed. And I am on repayment plan program for the same account that I hard some financial hardships with and this bank allows customers to keep account open and set up a payment plan for 6 equal payments on the XXXX or XXXX of the month. My payments were on the XXXX of each month starting on XX/XX/XXXX of {$140.00} but I paid {$150.00} at the same branch on time each month. XX/XX/XXXX was my final payment of {$140.00} which included hundreds of dollars in fee of {$36.00} each. XXXX XXXX was looking like a deer in a head light while I was sitting at her desk asking questions she had no clue of any answers for her to be a branch manager. I know of 2 tellers whom are very knowledgeable of the repayment plan, but this manager was lost. And instead of asking for assistance from other employees, she folded the letter back up gave me back my ID and said I will have to contact the number on the letter ( recovery ) so I was upset since I had no clue why my account was instantly closed since I missed no payments and my account was current. I was upset she could not help me with this serious important matter since I have been banking with USBank for over 3 years or more and I had an upcoming payroll direct deposit coming on Friday XXXX XXXX, 2017 that I did not want floating in cyberspace. When she called the recovery number as well the phone hung up as well and it was the same recording that I received while at home. She was very insensitive and unprofessional in trying to resolve my concerns that morning. So she pushed several buttons on the computer and said nothing to me, then after I insisted she tell me whom I can contact to verify why my account was closed is when she called someone on the phone. and she wrote down {$1.00} I owed, which was incorrect then stated my account was closed because some charges came through my account for XXXX XXXX apparently in the XXXX that caused my account to go negative {$380.00} and since I am on the repayment plan my account can not go negative. Which was explained to me before I signed up for the plan. But the guidelines that was read and discuss with me was that my account can not go negative for more than 5 business day and no missed payments. Well first of all my account was not negative 1 day yet to make positive and had NO missed payments. So I was confused while sitting in her office to why XXXX XXXX had transactions hit my account on XXXX XXXX, 2017 since I did not use my card and I had available funds to cover all transactions I made on Friday XXXX XXXX and therefore. I knew how much I can use. So come to find out after contacting the merchant these transactions that were made on XX/XX/XXXX, was also submitted again for payment on XX/XX/XXXX and at the time the hold was placed on my available balance to withhold the funds for XX/XX/XXXX transactions. So I contacted recovery when I went home to have someone explain to me the errors of the closed account on XX/XX/XXXX and I was told I had a broken promise code on my account, which was stated to me by XXXX in collections that someone coded my account and stated my XX/XX/XXXX payment was late and not received until XX/XX/XXXX, and I stated to him that was not true, because I paid all my payments on time and my XX/XX/XXXX payment was made on XXXX XXXX, 2017 at  the XXXX branch which is my birthday. the payment was input incorrect by an employee by mistake and not applied to the correct repayment plan that was set up with USB and myself by phone on XXXX 2017. So I went to branch and got his corrected when I realized the mistake and received a notice that my account will be closed and no XX/XX/XXXX monthly payment received, XXXX did notice the error and corrected asap when I went back to the branch I believe days later. So therefore that was what cause the payment to be late for XX/XX/XXXX, due to no mistake of my own in paying it on XX/XX/XXXX because I paid it on time on XX/XX/XXXX. So he stated then this was a human error and he understand my frustration and I also had 5 days to bring my account current and the branch manager can call collections to confirm this an reopen my account, But that did not happen, because before I contacted collections and reached XXXX I contacted XXXX XXXX XXXX XXXX ( XXXX ) that morning to ask her this same question, but I was told by phone she was in a meeting and I left my name and number for her to contact me back, but of course she did not. So I decided to call her back again before the branch closes at XXXX and she answered the main line of the bank and I told her whom I was I waited for her to call me back after her meeting and I asked her if I can get a courtesy and have my bank account reopened and she said simply said NO. I said okay thank you. I felt hurt and not treated with respect and unfairly as a customer of USBank for years. I can tell by our visit earlier in the office she was not kind or professional person in the customer service industry. Because she talked loud on the phone to someone while yelling out my SS # and name over the phone with a bank full of customers in line. This type of contact to me for unbecoming and her actions were deliberate to just close my account although she had no clue why it was closed when I first talked to her. She and other employees need better training to assist customers with their concerns since they work at the branch. She told me to call this number ( recovery ) tomorrow and I can tell at that moment that helping me out with my banking concerns was no problem of her and she did n't wish to assist to help me out at all until I told her I need some answers today since recovery line is disconnected me and her at the time because I was expecting my payroll on Friday XXXX XXXX, 2017. She is an awful person that someone will have to come to for help when she made it clear that she did n't want to help me or do her job. So appalling for her be over the other tellers who are kind and helpful when I go inside the branch. To me she has the wrong job title and chose not to care about my important concerns while in her presence or no decency to at least call me back to see why I was calling to speak with her when I left her chair I was stuck and did n't know what went wrong at all. Sincerely yours, XXXX

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