Consumer complaint received 2022-03-01
Company: U.S. BANCORP
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
Well Im filing a complaint because otherwise you just ignore me I have called and left a message I sent a letter I really dont understand why youre giving me such poor customer service what exactly did I do thats so wrong I was a victim of a crime in the way you handled it issue closed my account for no apparent reason Ive spoken with customer service a couple times Ive spoken with two different people in the fraud department theyve all tried to reopen the account the fraud case was handled in properly I shouldve never had a late fee I shouldve never had anything go wrong they believe it was a computer generated decision why the account was closed if theyre wrong feel free to correct me when Ive spoken to him and Ive tried to get in touch with the office of the president but apparently you dont even take phone calls from your own colleagues I dont understand why as a victim of a crime youre punishing me by closing my account and hiding behind some fine print does it make it OK below is a copy of the letter that I sent to you in the mail a couple weeks ago but nobody has bothered to respond to me you clearly have copies of all the phone calls look at the last phone call I made listen to the customer service listen to the fraud department conversation youll see that Im telling the truth they tried to open the account they dont know why it was closed it should not of been I was a victim of a crime you dont punish your customers for that Im not even sure if its legal for you to punish me and close my account its not my fault that somebody committed a crime against me the bank is supposed to be there to help customers but all you did was give me a hard time not help and now you close the account and you wont acknowledge anybody I got home a few days ago from a trip overseas and there are 1 million letters here so Im reading through them all one of them says that youve increase my credit limit to {$5000.00} which is what I had before Im not quite sure why you reduced it to begin with and then I called and the first woman told me that my account was open and there was no issues with it so I asked why I couldnt see it online she put me on hold she comes back shes like Im gon na transfer you to the fraud department so she transferred me to the XXXXraud department Im on the phone with them for a good 3045 minutes she reviews everything and she specifically read the note that the initial fraud investigation was not handled properly and when they went back to look at it they fixed it and I wasnt liable for any of it after that she said it looks like the account was closed due to past due payments and then the woman I was speaking with started thinking about it and I said exactly if I wasn't liable for any of it to begin with if the case would've been handled properly to begin with no this would've happened there would've been no late payments or be no late fees should be nothing I would've had a good standing account and she said I totally agree with you she's like I'm a put you on hold I'm a see what I need to do to get the account re-opened she contacts her supervisor she contacts a couple different departments and she said finally that I need to get in touch with the office of president but they don't take phone calls which that parts not her fault but you can't help but wonder why you don't take phone calls from your own bank? I'd love to hear the answer to that well because she couldn't get a hold of the office of the president she suggested that I write a letter and she said that she was going to notice so I spoke to numerous people in your bank none of them understand why the account was closed and believe that the account should be reopened because I did nothing wrong there wouldn't be any late payments if the bank hadn't made a mistake to begin with I shouldn't be punish for your mistakes I shouldn't be punished for being a victim of fraud and that's exactly what you're doing you can hide behind your fine print but I didn't do anything wrong and there's absolutely no reason why you should've close my account I'm going to respectfully request that you re-open it there was one other thing she said that there was a cease and desist and she said that was preventing her or possibly preventing the account from being reopened OK I never send the letter asking you to stop communicating with me not once that I send that letter you look up the letter I sent I specifically said that I would prefer things in writing because you told me that this fraud investigation was supposed to be taken care of you didn't do it right so you can understand I have a bit of a trust issue with you at this point so remove the cease-and-desist from my account I don't know why it's there to begin with I just prefer to have everything in writing either be an email or a text message for a paper letter I mean you're welcome to call and tell me what's going on but eventually I want it in writing I definitely look forward to hearing your response and on top of getting my card reinstated and removing the cease-and-desist order I seriously would like to know why your fraud department is an allowed to contact the office of the president thank you so much for your time and hopefully help I look forward to hearing back from you have a safe day

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 non-monetary relief